Consumer complaint received 2022-05-05
Company: Comerica
State: CA
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:
Went to XXXX XXXX XXXX on XX/XX/XXXX to get my Social Security benefits put my card in direct express card put in my pan put in the amount {$1000.00} please continue ATM says transaction declined then I trued it again but to check the balance check it said {$47.00} but I never received {$1000.00} I was trying to withdraw so I went inside the XXXX  XXXX XXXX explain what happened and the lady told me that they serviced the machine the following day to come back tomorrow but when the ATM machine doesnt dispense the money it goes back on the card that you were using which was my direct express card so I then called Direct Express filed a dispute they offered to give me a loan for the {$1000.00} that did not come out the teller so on XX/XX/XXXX I received a letter saying loan was approved so I went and got the money that DirectExpress lown me off the cardI went back to bank and asked XXXX XXXX XXXX had they heard from Direct Express they told me no they still have not heard from them then on XX/XX/XXXX I went and got my benefits normally off my direct express XXXX with no problem on XX/XX/XXXX I received a letter in the mail telling me that my benefits would be taken on XX/XX/XXXX because it was my error and I received the funds on XX/XX/XXXX but I never received anything except for the XXXX dollar loan that they loaned me on XX/XX/XXXX I have put in several disputes I have called several times Ive been calling since XX/XX/XXXX now Ive been calling about my XX/XX/XXXX benefits theyre not trying to help me theyre telling me that I got the benefits I never received anything and they know that benefits went back on the card on XXXX first so then instead of helping me they had me to put in an escalation and they gave me a number to the exclamation of XXXX then theytell me that they are going to cancel that card and Ill get a new one in 3 to 5 days I will be getting paperwork in the mail to show how they completed the investigation I went back to be a day spoke to the same customer service representative at XXXX XXXX XXXX  and she said DirectExpress still have not heard anything from Direct Express so I called back on Tuesday, XX/XX/XXXX Im talking to Direct Express Im trying to find out have they figured out where my money went on XX/XX/XXXX because they have now taking my check for XX/XX/XXXX I have an online account so that I can see where my benefits are and where theyre going Im looking at it while Im speaking to the DirectExpress customer service representative and Im telling her how someone is using that card right now at a XXXX in XXXX XXXX and Im in XXXX XXXX California and I havent been out my house that day I told her lets stop it its saying pending she said all welljust idispute on that to this she says Im gon na cancel that card and send you a new one youll it in 3 to 5 business days thats about all I can help you with now maam because you already have an exclation in and it is a dispute then she tells me to call them back in three days which would be today XX/XX/XXXX Thursday but because she canceled that card XXXX cant even get through to speak to anybody because when I put that card number and my social it says that card doesnt exist I will be getting put out of my house on Tuesday because I never paid my rent for XXXX I paid it for XXXX and now Im not able to pay for XXXX I do not understand what is going on I am calling every number that I can fine please help me my telephone number is XXXX and my email is XXXX please call me or email me or text me to let me know something about my benefits please thank you and I look forward to hearing from you soon

Company response to consumer: Closed with monetary relief