Consumer complaint received 2024-06-02
Product: Prepaid card — Government benefit card
Issue: Trouble using the card — Problem using the card to withdraw money from an ATM
Company: Comerica ()

Beginning of XXXX requested a replacement for my XXXX credit card that I lost in XXXX with request for a new card and to date XXXX XXXX has not been replaced. 

The first one was requested in XXXX, never arrived. 

The second card was successfully billed for {$XXXX} and {$XXXX} XXXXs as a second replacement that was your fault for non-delivery with tracking ( tracking number was placed in my locked account ) I never received the Tracking Number for XXXX and I was just now informed my account is now blocked and ID Verification is required to Conduent on a non-secure transfer method ( E-mail ). The XXXX was sent out with XXXX. I understand the need for financial security against fraud, but XXXX own system causes the majority of the problems. 

PLEASE NOTE : the Correct Address below does NOT correspond to any address capabilities in XXXX. XXXX is not capable of adding a Foreign address or Telephone number into their system. The XXXX  address construction they use is the cause of many problems in located outside of the XXXX I am NOT in the United States, not in XXXX ( XXXX was used to add DE XXXX the XXXX prefix ), The XXXX XXXX is XXXX and the zip if you check is XXXX, XXXX XXXX. THe system is incapable of accepting a NON-CONUS address i.e. Foreign Address. Most call agents don't understand the world is not flat and the beyond the statue of XXXX XXXX XXXX XXXX live there. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX of my Passport was requested every time I called and nothing happened. I'm still waiting for XXXX XXXX and am given a new story with every call " copy both sides of your Drivers License. '' Hello, I have a XXXX XXXX? 
" then copy both sides of the picture ''. 
Front and back cover and all XXXX pages, or what is meant with both sides? 
" Thank you for calling XXXX ''. beep, beep beep. 

I understand that the script readers are scared to loose their jobs with the new bid request open. It's als unfortunate that I worked for XXXX for XXXX years and know how this company ticks. Yes the fears are real. XXXX creates a new company for every project. When the XXXX is lost, so are the employees. 

Theft using the E-mail as insecure personal Information Transfer method to XXXX is a disaster waiting to happen when a XXXX gets into the mail system. 

With a call it could be ask for the XXXX XXXX since you have presently XXXX copies. You ask for all other information that your system cant correctly display, for example an address. and state " Send in you ID for XXXX '' After XXXX rounds of the ID-Verification game, the XXXX bounce answer from XXXX, which states this will take between XXXX and XXXX working hours. I've been waiting over 30 days and it is presently not possible to reach anyone at the Service line " you are call in a high volume time frame, call back later '' XXXX XXXX XXXX CET : First ID-verification # XXXX XXXX XXXX XXXX CET : Automated response. Thank you for reaching out to us. Were working on your request, please allow XXXX to XXXX business hours for your email to be reviewed. 
So XXXX XXXX CET : Positive ID Check. We have received your ID ( XXXX ) submission and it has been approved. We apologize for any inconvenience this XXXX have caused but it was necessary for the security of your account. Please call the number on the back of your debit card. 
So XXXX XXXX CET : Account Unlocked by calling the number on the back of your debit card. Informed I'm in XXXX. I will have to wait XXXX hours to use the card. 
So XXXX XXXX called back ATM Stated not authorized to use the card Account again lock. XXXX ID request # XXXX Do XXXX XXXX : Asked how long this will take. XXXX ID request # XXXX XXXX XXXX XXXX Asked what was meant with XXXX working hours. Answer was " It can take between XXXX working hours '' XXXX ID request # XXXX XXXX XXXX XXXX : Still waiting, no information, ID was rejected, submit something else. I only have a XXXX XXXX. Submit ID request # XXXX We XXXX XXXX : Still waiting, no information, Submit ID request # XXXX So XXXX XXXX : XXXX is unreachable due to high call volume, you get dropped. 

This information is first provided in the XXXX bounce reply. It delivery no additional value, If you provide the XXXX you are requested to XXXX ID because no ID attached to the XXXX submission. You are never informed in the ID was rejected. This happen when you call the XXXX line, and are requested to Submit ID for verification. 

As a reminder, of what we need from you in the email to expedite the review are as follows. 
Full Name The program for which you receive funds Case #