Consumer complaint received 2024-05-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Comerica
State: CA

Complaint narrative:
On XX/XX/XXXX, I called Direct Express to see if my social security check had been deposited and check the balance.when I put in my card number and pin, the automated system said my info was invalid..so after 4hours of attempting to rectify the situation, young lady there asked if I just recently moved... I said NO, she said someone called in or used an ATM to change my address and phone number, and was issued and sent a new card, I was told in XXXX XXXX  somewhere.rendering my card and account invalid. I asked her why wasn't I contacted immediately to verify these changes, she said they send a postcard ... I received that postcard 13 days after my act had been fraudulently taken over. I said NO I did not move, she gave me a partial address, and the phone number that mine was changed to ... they managed to take approx. {$1900.00} of my social security money approxXXXX transaction charges in XXXX of XXXX totaling {$360.00} and ALL of my social security check ... {$1500.00} in XXXX. I filed the fraud case and requested the forms from their office in XXXX XXXX XXXX XX/XX/XXXX, I recieved, the fraud forms, and my new card on XX/XX/XXXX the fraud forms say they must be completed and returned by XX/XX/XXXX. This is common for them as this is the 3rd time in 2 years, that my acct. Has been fraudulently taken over. The previous ordeal was just XXXX XXXX Of XXXX, someone had, ( without my card mind you ) charged my entire soc.security check on apple and XXXX products online I called them both and put in fraudulent charge complaints and worked to get my own money back while, Direct Express started an investigation.there investigation can be up to 45 days from the begining, after the fraud forms are completed and sent back within the timeframe allowed.they have 10 business days to put some provisional credit back on your card. Last time, this process took 20 days to put money back into my account. After 79 calls to Direct Express, average wait time for someone to answer... approx. 1hr 15min.. once your call is finally answered they play the send you to the right dept.game... they have fraud services dept .they even have a diputed fraud dept service you can call if your not satisfied with the investigation results. Last time after a month and a half and 79 calls later they finally concluded their investigation and got to finally have my money back.and 2weeks after that I recieved letters stating the start of the investigation, a letter during the investigation, and a conclusion of the investigation letter, I recieved all three the same day in the mail all dated the same day.the investigation started, ran, and concluded the same day.but yet I had to wait and wait for my money. Which I basically got back myself. I called 79 times waited a month and a half for my money, I nearly lost my car, home, went without food, gas, etc. Because I live from check to check. It totally wrecked my credit, 3 credit cards got limited out and now I still owe on those ... and barely recovering from 6 months ago its happened AGAIN!!! SO HERE WE GO, ITS BEEN 10 DAYS SINCE I SHOULD'VE GOTTEN PAID, THE INVESTIGATION IS IN PROGRESS AND STILL NO MONEY IN MY ACCT. NOW THEY SAY THEYVE GOT TILL THE XXXX BEFORE THEY ISSUE ANY PROVISIONAL CASH BACK TO ME... .THIS IS THE THIRD INCIDENT, AND THEY HAVE TREATED ME LIKE A CRIMINAL AND HAVE MADE ME FEEL BAD AND THAT ITS NOT THEIR PROBLEM AS THEY SAY.. '' .WERE NOT A BANK ''. NO, THERE NOT, THEYRE THE BANK ROBBERS. RUN RUN VERY FAST AWAY FROM DIRECT EXPRESS .THEY ARE THE WORST AND I CANT BELIEVE HOW A COMPANY LIKE THIS COULD EVEN HAVE A CONTRACT WITH SOCIAL SECURITY.I CALLED SOCIAL SECURITY , I called the inspector general ... and I called the federal trade commission and filed complaints with all of them. And of course I'm still XXXX as of the XXXX with no relief in sight, this is rediculous.so messed up, XXXX, angry and XXXX  they aren't helping with my XXXX at all. Or my bills.

Company response to consumer: Closed with monetary relief