Consumer complaint received 2025-12-10 00:00:00
Product: Prepaid card — Government benefit card
Issue: Unexpected or other fees — 
Company: Comerica
State: CA

Complaint narrative:
LETTER # 1 - DATED XX/XX/XXXXXXXX XXXX XXXX XXXX  Direct Express Payment Processing Services XXXX XXXX. XXXX XXXX XXXX XXXX, TX XXXX Subject : Request for Resolution and Reimbursement Due to Fraudulent Activity on Account # XXXX Dear Direct Express Team, I am writing to formally report and seek resolution for a serious case of fraud involving my Direct Express account XXXX XXXX ). Between XX/XX/XXXX and XX/XX/XXXX, I was traveling abroad on a XXXX XXXX cruise. Beginning XX/XX/XXXX, I began receiving alarming text alerts indicating that a " Replacement Card '' and a " Change of Address '' request had been submitted to Direct Express. 

I did not authorize these actions and immediately contacted your Fraud Departmentmaking no fewer than 19 calls from XXXX, which resulted in considerable personal expense. I was assured that my account had been secured : I created a new PIN, a new security code was added, and my contact information was updated with a member of your fraud department. However, during XXXX of these calls, an agent disclosed that the individual responsible for the fraudulent activity resided on XXXX XXXX XXXX XXXX XXXX XXXXXXXX. I expressed concern, asking, Youre giving me this persons addresswhat are you giving them about me? Another agent later informed me that the same security code had been issued to both me and the individual responsible for the fraud, which raises serious concerns about the integrity of the protective measures taken.

Despite these supposed safeguards, my account remained vulnerable. On XX/XX/XXXX, while I was attending my mothers funeral, my newly issued card was delivered to my residence at XXXX XXXX XXXX, XXXX XXXX, CA XXXX stolen within XXXX minutes of delivery, as confirmed by footage from my door security camera, previously forwarded to you by email. 

I have cooperated fully with Direct Express throughout this ordeal. Following your guidance, I filed a theft report with the XXXX XXXX Police Department on XX/XX/XXXX ( Report # XXXX ). I followed up most recently on XX/XX/XXXX, and the investigation is still ongoing. 

This situation has placed me under significant financial strain. I was informed that only {$1900.00} would be reloaded onto my card, ( Which was completed on XX/XX/XXXX ) despite being entitled to $ XXXX shortfall of {$230.00}. I respectfully request that Direct Express credit the remaining {$230.00} to my account. I should not be penalized further for being the victim of criminal activity, especially after taking every step to report and prevent it. 

XXXX / XXXX I trust that Direct Express will act in good faith to resolve this matter promptly and equitably. Thank you for your attention and cooperation. 

Sincerely, XXXX XXXX XXXX LETTER # XXXX DATED XX/XX/XXXX Direct Express Payment Processing Services XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX Subject : Request for Resolution and Reimbursement Due to Fraudulent Activity on Account # XXXX XX/XX/XXXX Dear Direct Express Team, I am writing to demand immediate action regarding the unresolved reimbursement of {$230.00}, which was wrongfully excluded from my {$2100.00} payment. It has now been over 30 days since my initial request, and I have yet to receive the funds I am rightfully owed. This is my second formal request, and I expect prompt recertification and reimbursement without further delay.

I did not authorize the withdrawal of these funds, nor did I approve any related transactions. Upon discovering the unauthorized activity, I immediately contacted your Fraud Department to report the incident.

As previously communicated in my letter dated September 9, 202XX/XX/XXXX, ( see attached ) fraudulent actions occurred on my Direct Express account ( XXXX ) while I was travelling abroad between XX/XX/XXXX and XX/XX/XXXX. During this period, I received alarming text alerts, from your office, indicating that a Replacement Card and a Change of Address request had been submitted to Direct Express, neither of which I authorized. 

I insist that you resolve this matter immediately and reimburse the {$230.00} to my account. I expect your utmost attention and a swift resolution to this issue. Failure to act promptly will leave me no choice but to escalate this matter further. 

Thank you for your immediate attention. 

Sincerely, XXXX XXXX XXXX Also attached is the video of the card being stolen from my property.

Company response to consumer: Closed with monetary relief