Consumer complaint received 2024-02-01 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: CA

Complaint narrative:
I am a XXXX US citizen and I receive XXXX Benefits. My benefits are managed by Comerica Bank under a separate entity known as Direct Express. The funds I received are loaded each month to an ATM Gift card called Direct Express MasterCard. I use these funds to pay my living expenses and depend upon the money to survive. 
On XX/XX/XXXXXXXX  I was XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I had my wallet stolen that included my CA State ID, my SSA card, my Medi-Cal card , Medical Insurance card, bank cards, Cash, receipts, etc. I was also carrying a backpack and all of the contents were stolen as well. I was left for dead on the sidewalk until Paramedics were called. The paramedics brought me to XXXX XXXX XXXX XXXX in XXXX XXXX, California. I was checked into the XXXX  under XXXX XXXX XXXX XXXX since all forms of ID were stolen and I was unconscious. The following morning after I regained consciousness and was Medically cleared- the Hospital Discharged me. 
As soon as I arrived home on XXXX, I found my cellphone and called Direct Express to report that my card was stolen. According to the pamphlet mailed with my debit card, under FDIC rules and regulations I can only loose a maximum of {$50.00} if I notify Direct Express within 2 days of having lost or having my card stolen. When I spoke to the DE fraud representative they opened Claim # XXXX and gave my statement of facts. I was able to review recent charges posted to my account through my DE App on my cellphone. It was at that time I discovered someone used my card for unauthorized charges. I shared which charges I made on the XXXX, then indicated those I didn't authorize. It would appear that the thief was able to change my pin, most likely using my Social Security number. The fact that I was unconscious and admitted to the hospital is proof that I didn't make the ATM withdrawals. The fraud representative said to expedite the claim I could put all the details in writing, reference the claim number and fax it to the fraud department. She said I would get a questionnaire in the mail within 10 days, but if I make a prior statement and fax it ahead of time I wouldn't be required to return the questionnaire. She never requested that I file a police report or provide hospital documents. Later that evening I made a very detailed account of the circumstances and faxed it that night. Initially I was given credit for my entire claim of {$1300.00} XXXX on XX/XX/XXXX. On XX/XX/XXXX a representative contacted me and said two or three charges were disqualified because they occurred prior to the robbery ; she explained that an adjustment would be made to back out the {$16.00}, {$5.00} and {$3.00} charges I disputed erroneously. I agreed that that was fair. Later that night I received a notification that my account was overdrawn. I reviewed my account on my cellphone and was shocked that the entire credit I received on XX/XX/XXXX! I called and after waiting several hours on hold, I was able to file a dispute again ; the 2nd claim was # XXXX. This time I was only given 72 hours to provide proof I was in the hospital by sending copies of all the tests performed and my discharge documents. Considering I am XXXX, and have become penniless again.. this task was quite difficult but with the assistance of my Therapist I was able to access the documents through the Hospital 's online App - then email it to the fraud Department. I was told the investigation would take 2 days then I would be contacted with their decision. On the 2nd Day ( yesterday XXXX ) quite early in the XXXX  hours the investigator left a garbled voicemail on my emergency contact 's phone - and completely ignored calling me at all! At XXXX XXXX  I attempted to call the numbers he left, and they wouldn't go through. So I called the main customer service line and was able to speak to a supervisor. The case has been escalated again and noted that they've created a hardship for me. The investigator has been given 24-72 hours to respond to me directly. So far I haven't been contacted. 
I've done my due diligence to provide DE everything they've asked for yet they haven't credited my account for the fraudulent charges. What is entirely upsetting is I complied with FDIC regulations and DE completely circumvented my rights under this Federally insured program- with their own process and unprofessional investigative process. The inspector never requested subpoenas from the banks used to withdraw money from ATM's.. never getting video proof of the person making the fraudulent withdrawals. Also I am flabbergasted that DE allows PIN numbers to be changed without speaking to a representative. It seems as though DE would rather bankrupt the clients they are hired to facilitate - than make a real effort to help vulnerable people like myself! 

Please Help resolve this matter and credit back my account promptly. 

Thank you, XXXX XXXX

Company response to consumer: Closed with monetary relief