Consumer complaint received 2025-11-21 00:00:00
Product: Prepaid card — Government benefit card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: Comerica
State: CT

Complaint narrative:
Dear Sir or Madam, I am writing to lodge a formal, escalated complaint regarding the XXXX XXXX XXXX XXXX XXXX XXXX prepaid debit card program, administered by Comerica Bank under contract with the XXXX Department of the Treasury. This program, intended to provide safe and reliable access to critical federal benefits for millions of unbanked Americansprimarily elderly, disabled, and low-income individualshas instead become a source of profound hardship, financial vulnerability, and outright harm due to persistent, systemic operational failures.

Thousands of cardholders, as documented across the CFPB 's Consumer Complaint Database, XXXX ( average rating XXXX from thousands of verified reviews as of XX/XX/XXXX ), XXXX XXXX XXXX XXXX and widespread reports, consistently report the following egregious issues : 1. * * Unacceptable Customer Service and Deliberate Call Disconnections * * : Cardholders routinely endure wait times of XXXX hours, only to be disconnected without assistance. The CFPB 's XXXX lawsuit against Comerica alleged the bank intentionally terminated over * * XXXX XXXX calls * *, leaving beneficiaries unable to report fraud, activate cards, or resolve blocks in a timely manner. This is not mere inefficiencyit is a calculated failure that strands people without access to their funds. 

XXXX. * * Arbitrary Card Freezes, Declines, and Forced Replacements * * : Cards are frequently locked or declined for " suspicious activity '' ( even routine purchases ), with representatives unable to unlock them, forcing cardholders to pay expedited fees ( {$13.00} {$20.00} ) for replacement cards that often arrive late or fail to resolve the issue. Online transactions, bill payments, and in-person purchases are blocked without warning, causing missed payments, late fees, and evictions. 

XXXX. * * Frequent and Unexplained Declines at Merchants ( Online and Brick-and-Mortar ) * * : Despite being marketed as a XXXX debit card accepted XXXX XXXX is, the XXXX is routinely declined for legitimate transactions, even when sufficient funds are available. Egregious examples from verified complaints include : - Disabled cardholders unable to complete XXXX grocery deliveries ( essential for those without transportation ), with transactions repeatedly flagged as " suspected fraud '' despite prior successful use at the same merchant. 
- Shoppers embarrassed at grocery store checkouts when cards are declined for everyday food purchases, leaving perishable items to spoil while waiting hours on hold for resolutionone reviewer reported their " food was warm by the time I got to speak to someone. '' - Online bill payments ( rent, utilities, phone ) and purchases ( XXXX, XXXX XXXX ) declined without reason, forcing handicapped individuals to risk losing services or face shutoffs. 
- In-store declines at XXXX, XXXX stations, and USPS for routine needs, with XXXX cardholder noting higher daily rates on services because multiple attempts triggered overdraft-like penalties elsewhere. 
These declines occur unpredictably, often on the same merchants used successfully before, turning a " reliable '' government benefit card into an unreliable liability. 

XXXX. * * Mishandled Fraud Claims and Unauthorized Transactions * * : Fraud victims report drained accounts while awaiting replacement cards, with disputes taking XXXX days ( or denied outright due to " insufficient evidence '' ). XXXX credits are rarely issued promptly, and investigations provide vague or no resolutions, violating Regulation E requirements. 

XXXX. * * Illegal Fees and Access Restrictions * * : Cardholders are charged improper ATM surcharges, transfer fees, or expedited replacement fees when the program 's own failures necessitate them. Burdensome identity verification processes lock people out of their own government benefits for weeks. 

These failuresparticularly the rampant merchant declinesdirectly endanger the very population the XXXX XXXX program was designed to protect : seniors on fixed Social Security incomes, disabled individuals reliant on XXXX ( many homebound and dependent on online/delivery services ), veterans, and families receiving survivor benefits. When a card is arbitrarily declined at a grocery store, pharmacy, or for utility payments, beneficiaries can not buy food, medicine, or keep the lights on. Real-world consequences include spoiled groceries, missed prescriptions, utility shutoffs, evictions, and acute distress during emergenciesall because the entity entrusted with delivering lifeline federal payments prioritizes cost-cutting over basic competence, consumer protection, and reliable merchant acceptance. 

The U.S. Treasury 's continued reliance on a contractor with such a documented history of failure is incomprehensible and unacceptable. The CFPB 's allegations of unfair, deceptive, and abusive practices underscore that Comerica has profited at the expense of America 's most vulnerable citizens.

I demand immediate investigation into these ongoing abuses ( including the pattern of illegitimate merchant declines ), full refunds for all improper fees and losses due to delays/fraud/declines, and urgent reformsincluding enhanced staffing, transparent dispute processes, reliable fraud detection that does not punish legitimate users, and penalties for violations. The transition to a new provider in XXXX can not come soon enough, but in the interim, cardholders deserve far better than this unacceptable level of service. 

I expect a substantive response within XXXX  days, as well as escalation to the Treasury Inspector General if necessary. 

Thank you for your immediate attention to this critical matter affecting millions of Americans who have no alternative but to depend on this flawed system for their survival. 

cc : Comerica Bank Corporate Complaints Consumer Financial Protection Bureau ( CFPB ) ( via their website portal ) Office of the Treasury Inspector General ( OIG ) ( via their website portal ) U.S. Senator XXXX XXXX ( XXXX ) ( via their website portal ) U.S. Senator XXXX XXXX ( XXXX ) ( via their website portal ) U.S. House of Representatives XXXX XXXX XXXX XXXX ) ) ( via their website portal )

Company response to consumer: Closed with explanation