Consumer complaint received 2018-02-13
Company: Comerica
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
On the early morning hours, I awoke due to chronic pain in my legs ( I suffer from XXXX XXXX ), approximately at XXXX XXXX. I checked my phone app to check if my XXXX deposit had been made, and I would be able to access the funds. Only, when I checked, I discovered, much to my dismay, that shortly after the deposit had been made, several charges had been made also. These charges were as follows : {$7.00} - International fee charge {$15.00} - International fee charge {$500.00} charge made to a company : XXXX XXXX XXXX {$250.00} charge made to the same place as above. 

I immediately contacted my card service, XXXX XXXX, so they could cancel the card and file a claim against whoever was making these fraudulent charges. ( Approximately : XXXX XXXX, XX/XX/18 ), Only to be told that I had to wait until these charges actually went through, then, they would begin a claim. So I waited until Saturday afternoon ( XX/XX/18 ) and discovered that the charges had gone through and they would begin the claim. I spoke to a young woman in the Claims Department, who took down all the information and then told me that they would begin processing this right away & I would receive a copy of the complaint/claim in the mail in 3-5 days. Well I immediately alerted all my creditors and landlord to relay this information, so I would not lose service or become evicted from my apartment. 

On Thursday, XX/XX/18 ) to find out about why I had not received ( 1 ) the forms ( so I could show everyone that the claim had indeed been filed and not to worry ), & ( 2 )  the new card. I spoke with a supervisor in the Level 2 area, by the name of XXXX who then informed me that everything had been mailed and to be a bit more patient. When I told her that my landlord was not a patient person, she then told me that they would send out another set of forms. I received the replacement card yesterday ( XX/XX/18 ), but as yet have not anything in writing from XXXX XXXX to either confirm or deny that the claim has been filed. I contacted them ( XXXX XXXX ) again today ( XX/XX/18 ) to convey that my landlord was threatening eviction, because I had no physical evidence regarding either the missing monies or the claim that I had filed over 11 days ago. The Level one operator told be after conferring with her supervisor, that indeed they could talk to my landlord in a 3-way call, if I would like, to which I readily agreed. I was transferred to a young woman in Level Two ( XXXX ), who informed me that she COULD NOT participate in such a call and that the duplicate forms had already been sent out. She then told me that the Level One operator I had spoken with had put notes on my account, basically that the Level Two operator would be making the call, but there seemed to be some confusion from the Level Two operator. I said to XXXX, could I please speak to a supervisor, because I was at my wit 's end. She told me that there were none available, so I asked her what the corporate office number was and how I might contact them? She promptly replied : Look it up on the internet ; cause she was NOT going to give me that information. 

If Social Security is using this company to disburse their funds to us, then they must be aware of all the shenanigans that we as consumers are having to go through with XXXX XXXX. I'm getting absolutely no where with XXXX XXXX, and do not want to get any eviction on my record, I feel as if I am losing control of my finances at this point. It is a very scary feeling to be be having when I am totally XXXX and alone and rely on XXXX XXXX to follow FDIC guidelines in processing the claim and following through with consumers and helping them through this sort of process. 

I was given the number to XXXX XXXX Customer Service ( I already have it ; its on the back of the card ) and was told by a woman ( XXXX ) at FDIC, that if they were not going to help me further, that I should contact the Consumer Protection Agency ( you ). 

I am hoping that you will be able to solve this dilemma before myself and my pets are evicted and have to live on the streets.

Company response to consumer: Closed with monetary relief