Consumer complaint received 2026-06-10 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Comerica
State: CA

Complaint narrative:
My name is XXXX XXXX, and I am the representative payee for a social security recipient, XXXX XXXX. We currently have an account that was set up by XXXX with a XXXX XXXX pre-paid debit card. On Sunday, XX/XX/XXXX, I sent a request by email to establish a new transfer account. This account was established according to the Social Security requirements for representative payee accounts. The message in the app requested that I send a copy of the front of my ID, and a bank statement showing the routing and account number. Since we had just opened the account, I did not have a bank statement, but I did have the XXXX XXXX Card Agreement on bank letterhead, showing all the required information except the routing number. I included a screenshot from the app showing the routing number and account number so this could be matched up and verified. I received an automatic message indicating that my email had been received and would be dealt with in 48 hours. I never received any further response. On Friday, XX/XX/XXXX, I called their customer service line and was told that this was still being processed, to give it more time and I should hear something soon. Another week went by with no email reply, no phone call, nothing at all from XXXX. On Saturday, XX/XX/XXXX I emailed again, asking for confirmation of this being processed. Since we are trying to make some purchases, specifically a cell phone for my brother 's use, that XXXX keeps declining ( again without giving a reason ), I need to transfer enough funds off the card to make the needed purchases. At that time, I went ahead and attempted a transfer in their app, thinking that perhaps this would hurry them along a bit. On Monday, XX/XX/XXXX, the transfer was rejected. I did not receive any email or call regarding this. I called their customer service again and was told that the reason I was rejected was that I did not include the back of my ID. This request was nowhere in the instructions, but I did as the customer service rep suggested and sent in all the documents again, including the INCORRECT instructions from their app and the back of my ID this time, Then I resubmitted a transfer request. I asked to be allowed to speak with someone in that customer service department, but XXXX only has frontline employees who can not actually assist you with anything, and can't transfer you to someone who can help resolve the issue. On Tuesday, XX/XX/XXXX, the transfer was rejected again, I did not receive any email or call regarding this rejection. I sent another email asking for a reason for the rejection, and received yet another automated email indicating that my request would not be addressed for two days. I would like to get this resolved. While some of the service folks I spoke with were lovely people, XXXX is not set up to actually help individuals access the funds that they need. I would appreciate it if someone from XXXX XXXX would get in touch and help me resolve this issue, upon which I will immediately remove all funds from their bank and put them in my local bank where I can actually get help with what I need.

Company response to consumer: Closed with explanation