Consumer complaint received 2025-11-10 00:00:00
Product: Prepaid card — Government benefit card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: Comerica
State: CA

Complaint narrative:
On XXXX, I returned a call from XXXX XXXX with XXXX XXXX Customer Advocacy department. He was responding to my XXXX  complaint filed with the CFPB against DE. I asked that he correct the issues that are preventing me from paying for bills and services due to XXXX ( same as with XXXX previously, or now, or tomorrow, or next week, or month ). I also asked that he/DE correct the card issue that prevented me from purchasing food via XXXX. It is dire that I am able to use my card to buy food because my XXXX benefits were not funded due to the government shut down. Because I am XXXX and immunocompromised, I avoid ( whenever possible ) outdoor activities, including grocery shopping. XXXX stated that he didnt know why I was unable to use my card for said things because he saw on his system that purchases were attempted. He said he could see on his computer an error code ( s ) related to denial of payment for the transactions. He stated that there wasnt anything else that he at the DE advocacy could do because he believed that the problem was with XXXX itself. I asked for the error code and the XXXX number to call for a further assistance. He told me that he didnt have the M/C number and that the error code was for internal use only. I told him that I was very anxious and afraid to use my card anywhere because it was now a very unreliable payment method and that I have no other. I told him that I have been long and excitedly awaiting the arrival of an important dinner celebration on XXXX and needed assurance that my card would work after I finished the celebration. He assured me that I would have no problem because its an in-person transaction. Contact ended with no concrete resolution. 

On XXXX, I was at my neighborhood XXXX to purchase an item. To my horror, humiliation, and anger my card was declined. I tried the card approx. XXXX times. Declined each time. I rushed out of the store because I was extremely upset and hyperventilating. I felt my XXXX race, and I thought I would pass out. I was also very hungry because I hadnt eaten and needed to buy something to eat while out. When I got to my car, I called for XXXX at the DE XXXX dept. and left a message that I hoped would be returned on XXXX. 

Panicked and terrified that DE personnel would block me from access to any of my monies ( whether online or in-person purchases ) or even have fraudulent activities posted to my account ( because of the abuse, incompetence, and negligence of all of the DE personnel that I have dealt with since the problems with card usage started on XXXX, I do not feel that my money is safe while they control how it is spent ), I went to a local bank to withdraw my remaining monies. The transaction was declined, XXXX. I went back to my car to sit and wait until I was calm enough to drive. Unfortunately, my battery died while I sat listening to my radio. I had to wait for my tow company to be dispatched, arrive, and jump my car before going home hungry! 

I cry because I feel worthless. DE can do anything they want to me. Obviously, I am a non-valued customer to them. Physically and mentally, I cant survive abuse month after month by the bank that I am forced to receive my XXXX and retirement monies through. I believe that DE personnel has made things personal. Every time I have contact with DE personnel, some new account error/malfunction is imposed. After talking to XXXX, I am now unable to access any of my monies. I havent been able to sleep ( really since XXXX ) is devastating to my health. I am afraid that Ill log into my account ( unless they block me from doing so ) and find {$0.00}. I need help! Thank you.

Company response to consumer: Closed with monetary relief