Consumer complaint received 2025-05-07 00:00:00
Product: Prepaid card — Government benefit card
Issue: Unexpected or other fees — 
Company: Comerica
State: FL

Complaint narrative:
My XXXX debit card has continually been hacked since XX/XX/XXXX. XXXX customer support has been ineffective. I have spent over XXXX hours on the phone and still do not feel like my account is secured or that my funds will ever be refunded. A customer service agent even suggested I email my complaint multiple times as they are often not addressed and that no one can talk to that department. On XX/XX/XXXX - my daughter called with me and spent XXXX hours and XXXX minutes on the phone trying to find resolution. We ultimately got to a supervisor who said we needed to start with the XXXX  department ( which was the department of XXXX person we spoke with of the day - who couldn't do help us get to a resolution either ). 

Below please find a timeline of my case : XX/XX/year> - the address on my account was changed. I do not know how this was changed. I received a text message and called the service number ( XXXX ) times that day. My longest call was XXXX minutes on XXXX. During that call, I informed the agent that I did not request a new card and that my address had not changed. The agent struggled to verify my identity because the address had been changed on my account. How was I to know the fraudulentaddress? However, I was eventually verified and was told a new card would be shipped to my actual address in XXXX XXXX, Florida and thecard replacement fees ( $ XXXX and $ XXXX for a total of {$35.00} ) would be reimbursed. This was my first report of fraudulentactivity on my account. 

XX/XX/year> - Despite my phone call on XXXX, the misshipped card wasactivated and afraudulentcharge was made on my account at a chicken wing store for {$17.00}. I was not aware of this charge - I do not regularly check online banking except when I can have my daughter 's assistance. She has since tried to set up alerts for when the card is used except you only allow alerts for charges over {$250.00}. I nowknow that this chicken wing store is XXXX miles from the fraudulentaddress that my account was switched too. 

XX/XX/year> - XXXX fraudulent transactions occuredon my account for a total of {$1600.00}. depleting my social security check. I was unable to pay my mortgagefor the month of XXXX because of this. All of these charges were made XXXX hours away from where I live. They took place at ( XXXX ) XXXX  and then a XXXX. All three locations could verify that these transactions were not made by me as they each have cameras. Additionally, on XX/XX/XXXX I was not in XXXX, Florida- nor have I been to that area in years. Even if alerts had been setup at this point, I wouldn't have been able to get thru to someone to freeze the card in a timely manner, and the majority of the charges are under the {$250.00} threshold for setting up alerts. 

XX/XX/year> - I called the XXXX XXXX XXXX times. My longest calls on XX/XX/XXXX, werefor XXXX hour and XXXX minutes and another call for XXXX minutes. During this call it was once again hard to verify my identity because the fraudulent address was on file and I didn't know that address or the card number that had been mailed to them based on them their actions on XX/XX/XXXX. I did not end the day feeling like I had a solution in place, but was working to prove my own identity to you. 

XX/XX/XXXX, XXXX called the hotline XXXX for XXXX minutes. During this call a replacement card was arranged to be sent to me and I wastold that the fraudulent charges would be provisionally refunded to my accountand that I would receive a form in the mail to fill out for the official report. Thefunds have still never been refunded to my account. I eventually received the new card but my account had a negative balance due to the fees and fraudulentcharges. 

XX/XX/year> -it appears my account once again had my address changed and a new card was shipped to a fraudulentaddress. I had called the hot line various times between XX/XX/XXXX and XX/XX/XXXX in hopes that the funds were referred so I could pay my mortgage. They were not. 

XX/XX/XXXX, XXXX called the hotline to retrieve my balance and was told that my card number was invalid. I then proceeded to call the hotlines XXXX more times for XXXX minutes, XXXX minutes, and XXXX minutes. A replacement card was to be sent to my home in Florida. On this date I also sent back the hand written XXXX of XXXX. 

Overall- {$2300.00} was taken out of my account and I was charged {$87.00} in Fees for the cards being sent to the hacker as well as numerous replacements to myself. I need these funds to be returned and I needto ensure my account is safe.

Company response to consumer: Closed with monetary relief