Consumer complaint received 2026-05-15 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: VA

Complaint narrative:
Attempted to withdraw {$240.00} from a XXXX XXXX XXXX at just after XXXX, XX/XX/year>. The ATM allowed me to input all pertinent information for the transaction, then after inputting the amount, it provided a digital message " Sorry, your transaction can not be completed at this time '' and then unlocked my card and gave it back. No receipt was given, no cash was dispensed. I immediately checked my balance and the {$240.00} showed as withdrawn, along with a {$3.00} fee. I called the number on the ATM right then and spoke to customer service for XXXX, who informed me that because I wasn't an account holder they couldn't help and that I needed to call my card issuer/bank. I then immediately called XXXX XXXX at the number on the back of my card. After almost XXXX minutes, I spoke to the first person who told me that they would file a dispute. Then spoke to another about an ID verification that needed to be done. They explained that they would send a form by mail and that if I returned it by fax, mail, or email within 10 days that I would be issued provisional credit until they could finish their investigation which could take between XXXX and XXXX days, at which time the provisional credit would either stand or be revoked depending on the outcome. I received the form and returned it via email on the XXXX or XXXX XXXX, called back and verified that they received it and questioned them about provisional credit. Was told I had to finish ID verification before they could discuss details so I finished that about XXXX XXXXXXXX later during another call because I misunderstood that the id verification was required to be fixed for another issue before I could go further. Got that fixed then had to call again the following day because it was too late to speak to the correct dept that evening. When I called again, I spoke to a representative and then a supervisor, who informed me that the provisional credit was not guaranteed, but could offer no explanation as to why I was not getting it. Called to speak with another supervisor immediately following that conversation and was told exactly the same thing, with no other information given or offered, so I asked to file a complaint and stated that I would be seeking legal advice and turning them into cfpb. I asked in numerous different ways why I either was being denied credit, or why I was not eligible, etc and the only reply I would get is that " it's not guaranteed '' and a blatant refusing to explain, only got a restatement of the same " it's not guaranteed. '' It is now Friday XX/XX/year> and I still haven't heard from them, haven't received credit to my account, and it had caused me massive issues. My car insurance was cancelled because they wouldn't put the credit on the account and I had drawn the money from a nearby ATM that first night to pay another bill later that day, so now I have fees with the license plate agency, a suspended tag, no insurance, and haven't had use of my car for over a month. I'm going for a free consultation with an attorney next week to see what other legal options I have available. This is entirely unprofessional, unreasonable, and I'm pretty sure it's illegal. I'm on a fixed income with numerous XXXX issues and this has provided massive undue stress and financial problems to a person who barely gets by month after month and that money may not seem like much but it is the difference between my bills getting paid or not and having transportation or not, etc.

Company response to consumer: Closed with monetary relief