Consumer complaint received 2025-06-30 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: MO

Complaint narrative:
Re : Complaint regarding XXXX XXXX XXXX XXXX XXXXXXXX has a hold on my new XXXX XXXX card ( which I've never been able to use although I have it ) and they won't release it, not even after I've provided to them what they want. There's been no fraud on my card and no reason why a hold was even put on it. The hold has been on for over XXXX weeks now and I need outside help getting this resolved. XXXX XXXX  is being uncooperative. 

I'm a XXXX yr. old woman on social security getting under {$1000.00} a month. I get my money on XXXX XXXX  card. About XXXX weeks ago, I lost my XXXX XXXX card and called XXXX. and requested a new card. One came a few weeks later. I was out of town and didn't check my mail for a few weeks, but when I did, I found the new card in one envelope and in another envelope, a letter from XXXX. XXXX stating they tried to call me but was unable to reach me and requested I call them. 

I did call them at XXXX and waited on hold a very long time. They claim that they put holds on all new cards and to take it off, they needed me to send a copy of my ID thru email, which I did at : XXXX. They told me I could also fax a copy of my birth certificate and social security card to them at XXXX. I did this this past Friday, XX/XX/year>. But the hold on my card was never taken off. When I called XXXX. fraud again, they said they didn't receive the fax and they didn't think the emailed ID was good enough ( I guess ), so they wouldn't take the hold off. So, I faxed this to them a SECOND TIME, this past Sunday, XX/XX/year>. Now, this is the second time I paid to have this faxed to them, but today ( XXXX ), they sent me an email that said I should fax this to them and I'm not going to for this for third time! I have a copy of the fax transmittal that shows the fax was received by them. They clearly are playing games with me and giving me a hard time to go -- and I need help with this. 

I'm so angry over this, I can't call them anymore. There's been no fraud on this card and my requesting a new card ( since my old was lost ) is not fraud. I've emailed them my valid ID but they won't accept it and I've faxed my birth certificate ( front and back ) and social security card ( front and back ) to them TWICE but they claim they didn't receive it and I know they did. 

They are being mean spirited and abusive! I need help with this. Please help me get this resolved! I did call Comerica Bank and spoke to XXXX different people about this and they claim they don't manage XXXX XXXX but said, they just issues the cards. I don't believe this but this is what I was told. I believe XXXX XXXX operates in an abusive, disrespectful way and the fact that they'd even put a hold on a card where there's been no fraud is proof of this. I've provided everything to them that they asked, but they've still refused to take the hold off my card. They call it a " restriction '' but it's not a restriction but a total and complete hold on the card, to where it can't be used at all. They don't have a good conscience how they treat cardholders and I think they do not like nor respect cardholders, and this is why they behave and operate as they do! They've been nothing less than abusive to refuse to accept documentation I've sent to them, and I've faxed things to them twice and I'm not going to a third time! XXXX XXXX  ALREADY has a copy of my valid ID and a faxed copy of my birth certificate and social security card. If they say they don't, they're lying. It must have been thrown away or they're lying. I faxed these to them twice! These are abusive people and they don't respect cardholders! They've shown me this over and over.

Company response to consumer: Closed with non-monetary relief