Consumer complaint received 2025-07-28 00:00:00
Product: Prepaid card — Government benefit card
Issue: Unexpected or other fees — 
Company: Comerica
State: AZ

Complaint narrative:
I noticed fraud activity on my XXXX XXXX card XXXXXXXX XXXX. I called the representative at XXXX XXXX  to let them know. Because the 2 charges were pending, the representative could not initiate a dispute. The representative suggested shutting down the card and expedite a new card which I agreed with. 

When the pending status ended, I contacted XXXX XXXX on XX/XX/XXXX to start the dispute process and gave the representative my dispute information. I asked the representative if the dispute department was open and he said no. He then said he was going to transfer me to that department he said was closed. I asked why he would do this and he was extremely rude and wouldn't answer and the hung up on me. 

I had XXXX   confidence is that interaction, I called back on XX/XX/XXXX and spoke to several representatives who did connect me with a dispute supervisor. She took my information and said a dispute form would me mailed to me. As of XX/XX/XXXX, the form had not come. That form will allow me to start this process and hopefully get provisional credit before the deadline of XX/XX/XXXX. 

Because I didn't get the form, I spoke to XXXX XXXX Advocacy group on the XXXXXXXX XXXX XXXXXXXX. The representative there told me to write a letter with certain information about the unauthorized charges and fax it to XXXX XXXX. I did this on XX/XX/XXXX. To make sure they received my fax, I called XXXX XXXX on XX/XX/XXXX to confirm. After being put on hold for XXXX minutes to speak with the dispute department, the representative said they never received the fax. I confirmed the fax number and it was correct and I received an OK on the fax transmittal indicating it was successfully sent. I asked the representative if the deadline date is XX/XX/XXXX and you don't have this information, what happens. Basically I don't get the provisional credit was how I understood it. I said I'm following the process to the letter and now there's nothing I can do. He offered no remedy to a problem that was now appearing to be purposely obstructive to conduct legitimate business. 

After that conversation, I called XXXX XXXX  Advocacy to ask them what the magic solution is now. They told me to email them the fraud information and send it to them. I got their email and sent them the information. I called back later to confirm receipt. They said they never received the email. I began to believe that I was being purposely lied to because I have never had 2 correspondent attempts not go through... especially a fax and an email.

I asked the representative to explain why he doesn't have the email. I of course got the usual possibilities. 

As of today XX/XX/XXXX, I just received a call from XXXX XXXX Advocacy. They told me that a provisional credit has been authorized for my account because there was fraud. I would like my experience to be published by the CFPB because my experience was horrible. I even contacted the Attorney General of Arizona to file a complaint. Hopefully this matter is resolved and upper management can fix a very difficult dispute process that should not be this way. 

Thank you for your cooperation XXXX

Company response to consumer: Closed with monetary relief