Consumer complaint received 2025-07-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Comerica
State: GA

Complaint narrative:
After many calls to Direct Express since XX/XX/year>, and reporting credit card theft. While a patient in intensive care at XXXX XXXX in XXXX durinXXXX XXXX, I called on XX/XX/XXXX, from the XXXX room. I spoke to my roomate XXXX XXXX XXXX by phone at approximately XXXX ( XX/XX/XXXX ) told him that i forgot my wallet. He told me that he already located it on my bed. 
I asked him to bring it to the XXXX XXXXHe said he would.He never did. By approximately XXXX i was getting worried. I looked at the Direct Express app.on my phone It showed that thousands dollars had been withdrawn from my account at various ATMs on the XXXXXXXX XXXX 
I then called XXXX. An XXXX XXXX XXXX ( XXXX XXXX, XXXX # XXXX ) showed up around XXXX. He wrote a report on the situation, Incident report # XXXX. 
After the officer left, a nurse came in the room and demanded that i relinquish my cell phone. She wanted to keep my phone in the security office. She questioned why i had called the police. So, I explained the situation, and told her that it nothing to do with XXXX XXXX. The next morning i asked for my phone. They would not return it. I repeatedly asked all day, every day and night for my phone. 
A nurse finally returned my phone, on XXXX. I called Direct Express immediately and explained the situation, and requested that the card be cancelled. Direct Express told me that they cancelled the card. They did not. The next week i viewed the app again. More un-authorized ATM withdrawls on XXXX and XXXX, after Direct Express supposedly cancelled my card on the XXXX. Needless to say, i was upset. 
In the weeks that followed i spoke to Detective XXXX XXXX and Detective XXXX XXXX, both with XXXX XXXX XXXXXXXX XXXX, XXXX XXXX. After repeated phone calls, and voicmails, I finally talked to their sergant, Detective XXXX XXXX about the matter. 
After being on hold for approximately 10 min, XXXX told me it's to late to investigate. I asked him to elaborate. He told me the that detectives went to the local foodmarts with the ATM 's, where the withdrawls were made. They he explained that the detectives waited too long.The detectives tried to obtain surveillance video from the stores cameras past 30 days. Also, ATM hidden camera photos of the suspect, while using the involved ATMs. The ATM photos expire after 30 days and erased. Some ATM video retention law here in Georgia. 
I asked about the XXXX security video, same answer from the sergeant. XXXX explained that each illegal and unauthorized use of a credit card is another felony. XXXX XXXX committed 60 felonies in 5 days. He stole approximately {$10000.00} in 7 days. 
I have called Direct Express many times about the matter. I asked if they ever contacted and/or filed a claim with F.D.I.C. They did not! 
When i explained the situation with XXXX. they claim that i must have given my Card PIN # to XXXX. I never wrote the PIN # down or told anyone. 
Most likely, XXXX used a XXXX 
Chip reader to obtain my PIN #, ( which is stored on card ) from the chip and/or magnetic strip. 
Because of poor security measures by credit card companies, and Direct Express, i am at loss of {$10000.00} minimum. 
If there is any assistance that you could provide I would be forever grateful!

Company response to consumer: Closed with explanation