Consumer complaint received 2025-07-12 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: TX

Complaint narrative:
Complaint Narrative : Direct Express ( Comerica Bank ) Consumer : XXXX XXXX Issue : Repeated unauthorized transactions and failure to provide adequate dispute resolution In XX/XX/XXXX, I checked my Direct Express card balance and everything appeared normal. The following month ( XX/XX/XXXX ), I was unable to pay my rent in the amount of {$740.00} due to insufficient funds. Thankfully I had a good record of on time payments and was due a XXXX payment a few days later and was able to pay 2 months rent at that time. I did not think too much of it being that close to the holidays, there was the possibility that I overspent and forgot to check. The same issue occurred again in XX/XX/XXXX, prompting me to investigate further. 

Due to a history of technical issues with the Direct Express mobile app ( including platform changes and app instability ), I do not use it to check my balance or do any banking. I also do not own a computer or have home internet. At XXXX  years of age, these things seem a little unnecessary and would pose a learning curve Im afraid I wouldnt overcome at this late stage. 

In XX/XX/XXXX, after noticing additional suspicious transactions, I requested printed statements from XX/XX/XXXX through the current XXXX ( XX/XX/XXXX ). It became clear that unauthorized transactions had been occurring over a five-month period, totaling more than {$3800.00} unaccounted for. 

On XX/XX/XXXX, I filed a formal complaint with Direct Express and requested the necessary documentation to dispute the charges. 

On XX/XX/XXXX, I received the documents, including a return letter noting {$900.00} in unauthorized charges is what were being investigated for my complaint. I have no idea where this very arbitrary number comes from because as previously stated, the damages were near {$4000.00}. I clearly marked, filled out and faxed all requested documents to Direct Express at their provided fax number on XX/XX/XXXX ( within the allotted 10 business day time period. 


On XX/XX/XXXX, I received a denial letter from Direct Express stating my claim was denied because I had exceeded the 120-day period for filing a dispute. I called Direct Express on XX/XX/XXXX, to request clarification. The agent I spoke with was extremely rude and unhelpful. When I asked for the date from which the 120-day window was calculated, the representative responded with today, which made no sense. She was unable to explain further or answer my questions, and I asked to speak with a supervisor. 

After finally reaching a supervisor, I was given inconsistent and vague information. The supervisor claimed that today was the start of the 120-day count, then later stated that there was no appeals process and that there was nothing that could be done about it.

Later that day, I finally reached someone who listened to what I was saying and admitted they were unsure from when the 120-day period was calculated. She agreed with me that this was unclear and agreed to reopen the investigation. I requested documentation or a formal explanation for the denial. As of today, I have not received any supporting documentation or a breakdown of how or when the disputed transactions were reviewed and denied. 

On XX/XX/XXXX, I received a second denial letter, dated XX/XX/XXXX, which repeated the exact same language as the first letter. This time, it was signed by a representative this timewith a different denial date. Again, no documentation was included to support the denial. 

Summary : Direct Express has failed to provide : A consistent or clear explanation for the denial of my claim. 

Any documentation justifying their decision. 

Basic courtesy or accountability in handling my case. 

Due to these circumstances, I was made to sell some irreplaceable prized possessions so that I could survive in the subsequent months and to add insult to injury. I do not appreciate being made to seem a liar and I have made every good faith effort to resolve this directly, but the repeated runarounds, conflicting explanations, and lack of transparency have left me no choice but to seek help from the consumer Financial Protection Bureau on up to whomever necessary to right this injustice. 
I also know that I may be a fighter for what I am entitled to, but many are not that are in my demographic. If this company is so frivolously denying claims in this world that is so full of con artists and those who want to make a quick buck off someone else, then why use them at all. Is a banks job not to protect its customers finances? Now how can I not worry that I need to protect my assets FROM my bank?

Company response to consumer: Closed with monetary relief