Consumer complaint received 01-08-2016 about Prepaid card (Government benefit payment card) with Comerica (WV).
Issue: Fraud or scam

Complaint: I had all my funds stolen at the XXXX Bank ATM in XXXX, XXXX. I want my {$3900.00} returned to my account. From XXXX XXXX, XXXX to the present I have constantly called Direct Express being lied to. I have never received a complaint form. The letter below was supposed to have been sufficient to get my money back according to Direct Express. My complaint was cancelled XXXX XXXX, two days before XXXX XXXX Received my complaint letter. 
THIS LETTER WAS OVERNIGHTED AND RECEIVED BY DIRECT EXPRESS AT XXXX XXXX XXXX, XXXX. 

XXXX XXXX, XXXX Direct Express Direct Express Fraud XXXX. XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Account No. XXXX Dispute No. XXXX Subject : Immediate Restoration of Funds XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX Dear Sir : Due to circumstances beyond my control funds were stolen from my Coamerica Banking account for the months of XXXX, XXXX, and XXXX. This is a chronology of what was taken : XXXX XXXX - My wallet and my Coamerica card was picked from my pocket. My wallet was found with several purses hidden on a shelf in XXXX in XXXX XXXX, XXXX. Since my cards were still in my wallet, I thought only my {$350.00} in cash had been stolen. 
XXXX XXXX - {$600.00} was stolen from my account at XXXX XXXX XXXX XXXX - {$600.00} was stolen from my account at XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX - {$30.00} withdrawn by me. Social Security was investigating my loss of funds. No funds in bank because Social Security was still investigating. Coamerica investigating loss of funds. 
XXXX XXXX - New Card No. received and activated. 
XXXX XXXX - Social Security Deposited {$3000.00} XXXX XXXX - Activated new card XXXX XXXX - {$600.00} stolen from card from ATM @ XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX - {$600.00} stolen from card from ATM @ XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX - {$300.00} stolen from card from ATM @ XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX - {$600.00} stolen from card from ATM @ XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX - {$600.00} stolen from card from ATM @ XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX - {$350.00} withdraw for car payments. 
I need all of the above money stolen from my account returned immediately. My car was repossessed because I was unable to make the payments for three months due to my money being stolen. 
I am supposed to receive my new card XXXX XXXX @ XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX and I am changing the pin as soon as the card comes. I will not activate the card until XX/XX/XXXX I check with the Investigator at Direct Express ( phone XXXX ) until he assures me it is safe. I will also make sure my address is XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX is correct when I activate the card. 
I am overnighting this letter today at XXXX XXXX and the investigator should be able to catch the robber at the ATM at XXXX XXXX XXXX XXXX, XXXX, XXXX before I receive my next monthly check. 
PLEASE CALL ASAP SO I CAN ACTIVATE MY CARD AFTER THE CRIMINAL IS CAUGHT. 
I AM TOTALLY OUT OF FUNDS, LIVING WITH MY GIRLFRIEND AND I HAVE HAD MY CAR REPOSSESSED. I HAVE ASKED XXXX XXXX XXXX TO PLEASE MAKE IT POSSIBLE FOR ME TO PAY THE {$1000.00} BACK PAYMENTS AND {$530.00} STORAGE FEES SO I CAN GET MY CAR BACK, PAY MY RENT, AT LEAST SOME OF MY DELINQUENT BILLS AND GET GROCERIES FOR MY APARMENT. 
Sincerely, XXXX XXXX XXXX XXXX XXXX/XXXX/XXXX I talked to XXXX about my case, phone number XXXX XXXX/XXXX/XXXX I talked to XXXX XXXX She assured me that my complaint form was being mailed that day. She said she would have my case resolved in 24-48 hours. 
XXXX/XXXX/XXXX I talked to XXXX XXXX he said there was no letter in the file, my case had been cancelled due to not receiving a complaint form and that he was sending me out a new form. I have still not received any form. XXXX

Company response to consumer: Closed with explanation