Consumer complaint received 2017-07-11
Company: Comerica
State: TN
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
XX/XX/XXXX Direct Express, Payment Processing Services XXXX XXXX XXXX XXXX XXXX, TX XXXX The following is a copy of the info on your website Already have a Direct Express card?
For all questions related to the Direct Express card, cardholders should call : Customer Service : XXXX Hearing impaired : XXXX International : XXXX ( Collect ) Customer service is available 24 hours a day, 7 days a week and handles calls related to : Reporting lost or stolen cards Balance inquiries PIN changes Transaction history requests Registering a complaint about a card issue Questions about card usage Questions about international card usage Write to us : You can also write to us at Direct Express, Payment Processing Services XXXX XXXX XXXX XXXX XXXX, TX XXXX Convenient Customer Service 24 hours a day, 7 days a week Call XXXX ( Toll-Free ) For Customer Service Outside the U.S. call : XXXX ( Collect ) Check your balance/hear transaction history.
Select or change your PIN.
Ask questions about card use.
Dispute a transaction.
Report lost or stolen cards.
Set up optional services.
As you can see, your website ALLEGES to take care of customers, My experience is quite the opposite of what you ALLege. I called the following numbers at the noted dates and times, and with the exception of two calls, got put on hold, and then got a message " we are real busy right now, call back later '' and then got hung up on.
phone no XXXX I made a total of 13 calls and only got to talk to someone on two occasions as noted as follows XX/XX/XXXX XXXX XXXX This was my first call when I reported a theft from my account from XXXX insurance totaling XXXX That had just happened on XXXX XXXX on XX/XX/XXXX which was 40 minutes after it happended. They gave me claim no XXXX and told me it would be 10 days before I got credit.
Called back at XXXX XXXX, and got hung up on, as discussed above.
XX/XX/XXXX Got manual claim form in the mail, filled it out, signed it and mailed it back XX/XX/XXXX, XXXX XXXX  Got hung up on XX/XX/XXXX XXXX XXXX Was told that it would be 10 days before I got credit for the XXXX XX/XX/XXXX XXXX XXXX Got hung up on XXXX XXXX Got hung up on XXXX XXXX Got hung up on XX/XX/XXXX XXXX XXXX Got hung up on XX/XX/XXXX XXXX XXXX Got hung up on XX/XX/XXXX XXXX XXXX Got hung up on Phone No XXXX XX/XX/XXXX XXXX XXXX Got hung up on XX/XX/XXXX XXXX XXXX Got hung up on XX/XX/XXXX XXXX XXXX Got hung up on I give you all these details, since I do n't think there is anyone there who is smart enough or gives a XXXX about customers. I am a XXXX and have dealt with banks all my life, and noted that the ones who consider " The Customer is the most important and is always right '' motto are the most successful and profitable, as it is in any business.
It is also amazing to me that in this age of electronic movement of funds, this " bank '' still uses manual claim forms. My experience with real banks today has been call and make a complaint and get an immediate credit. All I have been getting is mis-information or totally disregarded. Seems me as a customer is an imposition on the " Anti-customer service '' dept there. As I understand it, Co-America Bank actually runs the dept for SSA. All I have gotten from Co-America are mickey mouse charges of XXXX  cents per transaction during the month.
<P/>
I am writing this letter to let whoever is in charge know that their service sucks in hopes that it will wake them up and get the place staffed properly so that people can be served 24 hours a day, as their ad states ( this is printed at the beginning of my letter for your reference. I am also filing a complaint by attaching a copy of this letter to the following agencies : CFPB SSA FDIC State of Tennessee Banking Commission Congressmen and Senators My attorney XXXX

Company response to consumer: Closed with explanation