Consumer complaint received 2026-05-03 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: Comerica
State: NY

Complaint narrative:
My name is XXXX XXXX, I am a XXXX XXXX XXXX cardholder who was the victim of unauthorized transactions totaling approximately {$9000.00}. These fraudulent transactions occurred from XX/XX/year> through XX/XX/year> in California, Maryland, and Washington, D.C., all while residing in New York and have never traveled to those locations. I have maintained possession of my card at all times, my card information was compromised without authorization. The fraud was reported to XXXX XXXX on XX/XX/year>. I was instructed to complete and return fraud claim forms and were told that if the completed documentation was submitted within 10 business days, a provisional credit could be applied while the investigation was pending. On XX/XX/year>, I contacted XXXX XXXX to confirm the proper method of submission. A representative confirmed that email submission was acceptable and that XX/XX/XXXX was the final deadline to qualify for provisional credit. At XXXX XXXX on XX/XX/XXXX, I submitted the completed fraud claim documentation via email to the exact email address provided by the representative. On XX/XX/year>, I contacted XXXX XXXX to confirm receipt. I was told the email had not been received. On XX/XX/year>, I contacted XXXX XXXX again and spent nearly three hours on the phone with multiple representatives and supervisors. During that call, the representatives confirmed that the email address used was correct, but stated that the documents were still not received. The documents were resent during that call. Despite submitting the documentation on time using an approved method, XXXX XXXX denied eligibility for provisional credit, claiming that the documents were not received within the required timeframe. Representatives stated that emails can take 2448 hours to be processed and appear in their system, but this requirement was never disclosed to me at the time of submission. I repeatedly requested confirmation of receipt, an explanation for the missing emails, and reconsideration of provisional credit eligibility based on timely submission. XXXX XXXX failed to provide any explanation for why the emails were not received and refused to make any exception or escalation despite clear evidence that the documentation was sent on time. Instead, they insisted that the claim did not qualify for provisional credit and that I must wait 4590 days for the investigation to be completed. One supervisor was dismissive and blamed me for submitting on the final day, despite me following the exact instructions provided by their representative. This denial appears to be based solely on XXXX XXXX internal failure to receive or process emails, not on any failure by the consumer to comply with requirements. I acted in good faith, submitted documentation on time, and followed all instructions provided. I am requesting that XXXX XXXX : 1. Immediately provide provisional credit for the disputed amount while the investigation is pending 2. Conduct a proper investigation of the unauthorized transactions 3. Acknowledge and correct their failure to process timely submitted documentation 4. Ensure compliance with Regulation E consumer protection requirements Supporting documentation, including proof of timely email submission and a detailed call log of communications, has been provided. This matter is governed by the Electronic Fund Transfer Act ( EFTA ) and Regulation E ( 12 C.F.R. 1005 ), which provide protections for consumers against unauthorized electronic fund transfers. Under Regulation E, when unauthorized transactions are reported in a timely manner, the financial institution is required to investigate and, if unable to complete the investigation within 10 business days, provide provisional credit to the consumer while the investigation is pending. In this case, the fraud was reported promptly, and the requested documentation was submitted within the required timeframe using a method approved by XXXX XXXX. The denial of provisional credit appears to be based solely on the companys internal failure to receive or process the submitted documentation, which should not negate the consumers compliance or protections under federal law. Additionally, as a New York resident, the cardholder is entitled to strong consumer protections limiting liability for unauthorized transactions. The pattern of repeated out-of-state transactions, while the cardholder remained in New York with the physical card in his possession, clearly demonstrates unauthorized use. XXXX XXXX refusal to provide provisional credit under these circumstances raises serious concerns regarding compliance with Regulation E and applicable consumer protection standards.

Company response to consumer: Closed with monetary relief