Consumer complaint received 2025-11-26 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem getting a card or closing an account — Trouble getting, activating, or registering a card
Company: Comerica

Complaint narrative:
b'For 2 1/2 years I been trying to access my benefits from a XXXX XXXX card I received from Social Security through Comerica Bank. They assigned case number XXXX XXXX.  With my sisters help I have made over 25 calls.  I have faxed in my information, I have uploaded it to their verify ID website several times and have also mailed the original birth certificate color copy with my Social Security card as well as my state identification card that I had issued this year. I have XXXX XXXX and XXXX XXXX, and have not driven since I wrote a motorcycle in the XXXX. I was homeless for several years and had no ID, but once we got all of this and provided it. Theyve continued to deny it over and over and over again. I usually dont get a denial. They just dont upload the information. I now received my Social Security benefits to my XXXX  account and have been for nearly a year. Social Security has not been able get the money back from XXXX XXXX  as they no longer have that ability told me I have to do that. They did provide me with a letter that was certified in stamped, as I was told to do by a supervisor at XXXX XXXX, which I provided to them only to be told they no longer use that. At the time I open the account, Social Security had my mothers married name listed in place of her maiden name, which was just an error when the account was opened online. I took my mothers original death certificate and a certified copy of her birth certificate to Social Security for them to correct the record. That was done after I was receiving benefits onto my card. Ive explained all of this multiple times and my sister and my brother-in-law who is a licensed attorney in the state of California have tried to help me by writing a letter and they will not even reply to them, even though I provided them a declaration under penalty of perjury.  I am beginning to think the fraud is happening at XXXX XXXX as they dont want to give me any information or release this money. I have repeatedly asked that they just allow me to have it put on a bank account where I am receiving my Social Security funds at present. They have given me phone numbers and websites to attempt to do this, but it is only to set up your benefits or to change them from Social Security, but does not allow me to change the initial funds on the card because I am already receiving the money from Social Security to a bank account and Has no way for me to address just the funds on the direct express card. I cannot have a phone even though my sister has purchased me one. I do not have a computer or email that I am willing to give out. I do however use my sisters phone number and her email which is how I am contacted through Social Security and they have that information on file. I recently received a letter from direct express in the mail, where my mailman delivers my mail, which said if you suspect fraud contact us so I again contacted and said no this is my correct address. Im confirming to you but still they dont accept the ID. I was told one time that I didnt call within five days after it was faxed so its no longer valid. I was told another time that I sent in three items and you can only send in either a California ID or drivers license or birth certificate and Social Security card, so its been denied for those reasons even though I never receive anything in writing or an email, but when I call and Im told that. I cant find anywhere where those instructions are written and it seems arbitrary and capricious that theyre just finding ways to Deny my requests. My family had to support me for years and this is morally legally wrong that they are tiring up my money that has already been issued to me from Social Security at one time they told me I denied my own benefits and they were sending it back, which they never did. Rather Social Security requested the money For the entire time, and I have that letter, but they were told they could only send back one month this needs to be looked into and I have asked for supervisors many times I either told no or after holding for an hour to two hours to talk to somebody. I have to hold another hour or two to speak to a supervisor. I have literally spent hundreds of hours From phone calls on this matter. Please let me know what information you need because I have documentation from faxes and letter sent and I can request a print out from XXXX for the dozens of phone calls I have made.  I can only be reached through email or a message left on my sisters phone. Then she has to drive 30 minutes to my house to get me on the phone so if someone calls, I cannot speak directly until this is accomplished or I can return a call on her phone.'

Company response to consumer: Closed with non-monetary relief