Consumer complaint received 2025-11-04 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: WV

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX, WV XXXX Phone : ( XXXX ) XXXX Email : XXXX Date : XX/XX/2025 Company Information : Comerica Bank ( Issuer of Direct Express Debit Card ) PXXXX XXXX XXXX XXXX, OH XXXX Phone : XXXX Website : www.usdirectexpress.com Account Information : Direct Express Prepaid Debit Card Account Number : [ Full Number Available Upon Request ending in XXXX ] I am a recipient of XXXX XXXX XXXXXXXX XXXX XXXX XXXX ) benefits, which are automatically deposited monthly onto this U.S. Treasury-administered prepaid debit card. This card serves as my primary and sole means of accessing federal benefits, which I rely on exclusively for essential living expenses, including housing, utilities, and medical needs. 

Summary of Complaint : I am filing this complaint against Comerica Bank for systemic failures in customer service, account security, dispute resolution, and fund accessibility under the Direct Express program. These issues have repeatedly prevented timely access to my XXXX benefits, resulting in severe financial hardship, including an unresolved {$79.00} unauthorized transaction on XX/XX/2025, delayed card replacement and activation, and an inexplicable " daily limit exceeded '' error blocking withdrawals on XX/XX/XXXX, XXXX benefit deposit date. Despite immediate reporting and compliance with all instructions, I have endured dozens of hours on hold, disconnected calls, contradictory guidance, and barriers to resolution. These failures violate the Electronic Fund Transfer Act ( EFTA ) and Regulation E, which mandate prompt investigation of unauthorized transfers ( within 10 business days ), provisional crediting of disputed amounts, and reasonable access to funds. 

Detailed Chronology of Events : Unauthorized Transaction and Lost Card ( XX/XX/2025 ) : On the morning of XX/XX/2025, a {$79.00} unauthorized autopay charge was deducted from my account by XXXX by XXXX. I had canceled autopay XXXX weeks prior via phone with XXXX support, deleted my card details from their portal due to ongoing service issues, and received verbal confirmation of cancellation. 
Around the same time approximately, during a purchase at a local tobacco store, the clerk failed to return my card I immediately returned to the store, but the XXXX denied possession of it. I attempted to report the card as lost/stolen and the unauthorized charge to Direct Express customer service at XXXX multiple times that day but received only an automated message citing " high call volumes '' and advising to call back another day, followed by disconnection. XXXX support confirmed in writing ( attached screenshot ) that they acknowledged the non-authorization, my prior cancellation request, and their ongoing service issues and refused a refund. 


Delayed Reporting and Replacement ( October 715, 2025 ) : On XX/XX/2025, after XXXX days of failed attempts, I finally reached an agent who canceled the lost card and ordered a replacement, estimated to arrive within 10 days. I reported the {$79.00} unauthorized charge, providing details and offering screenshots of XXXX 's acknowledgment. The agent transferred me to the XXXX XXXX for the required phone-based filing ( online disputes are unavailable ). After approximately XXXX hours on hold, the call disconnected without resolution. Subsequent calls to complete the dispute were either unanswered or disconnected. 

The replacement card arrived on XX/XX/2025, Activation and Verification Delays ( October 1528, 2025 ) : Attempts to activate the new card via the Direct Express mobile app and website ( XXXX ) failed with error messages. On XX/XX/2025, I received a letter from Direct Express claiming a " missed call '' ( no such calls in my log ) had triggered a security lock, instructing me to call for unlocking. After multiple unsuccessful calls, an agent answered on XX/XX/2025, and requested identity verification via email/text code, which I provided. However, they stated my registered phone number was invalid for verification and directed me to submit government-issued ID and additional documents via secure email portal, promising a response in XXXX business days. I complied immediately. On XX/XX/2025, Direct Express emailed confirmation of verification acceptance and instructed me to call for activation. After several more days of persistent calling, an agent activated the card on XX/XX/2025 but required me to wait XXXX minutes and call back to set a PIN, involving further extended holds. I completed this, assuming full functionality. 

Current Access Block on Benefit Deposit Date ( XX/XX/2025 ) : My XXXX SSDI benefits ( {$1000.00} ) deposited today XX/XX/2025. This was my first withdrawal attempt since activation. At two separate Mastercard-affiliated bank ATMs, I received a " Daily limit exceeded '' error. Direct Express imposes no ATM withdrawal limit, and my daily purchase limit is $ XXXX this was my initial access, with an automated balance check ( via XXXX ) confirming over {$600.00} available. I urgently need at least {$100.00} cash for a refundable check-in deposit on a non-refundable ( {$46.00} ) motel reservation for my anniversary celebration tonight ; failure to pay will result in total loss of the room cost ( attached reservation email ). I immediately called customer service but received the " high call volumes '' automated message, advising to try back in a few days. Prior to today, I have never been informed of any daily limit, nor have I approached one. 

Throughout, I have documented all efforts ( attached call logs ) and complied fully : immediate reporting, alternative access methods ( app/website/ATMs ), and document submission. Direct Express has provided partial acknowledgments ( e.g., card cancellation, verification email ) but no substantive resolutions, provisional credits, or dispute completion. Financial and Emotional Impact : These delays have caused acute hardship : inability to pay bills on time ( incurring late fees ), foregone essential expenses, and spoiled personal milestones like my anniversary. As an XXXX recipient, I have no alternative income or funds, exacerbating stress, anxiety, and vulnerability during a time of disability-related limitations. I have lost dozens of hours to unresolved calls, equivalent to foregone productivity despite my SSDI status. Legal Violations : EFTA/Regulation E ( 15 U.S.C. 1693 et seq. ; 12 C.F.R. Part 1005 ) : Failure to investigate the {$79.00} unauthorized electronic fund transfer within 10 business days ; no provisional credit issued ( up to two months ' average deposits ) ; unreasonable barriers to error resolution and fund access.

Delayed card replacement and access violates reasonable availability of benefits under federal program guidelines. 
Systemic customer service failures ( e.g., unavailability, disconnections ) deny timely support required for prepaid account holders. 

Requested Relief : Immediate Refund : Full reversal of the {$79.00} unauthorized XXXX charge ( XX/XX/2025 ), plus any associated fees/interest. 
Account Access Restoration : Immediate removal of the " daily limit '' hold to enable full ATM withdrawals today ( XX/XX/2025 ). 
Provisional Credit : {$500.00} emergency credit per EFTA guidelines to cover the {$100.00} motel deposit, {$46.00} non-refundable reservation fee, and incidental hardship costs ( e.g., late fees ).

Compensation : {$500.00} for lost time, emotional distress, and spoiled anniversary plans.

Systemic Remedies : Enhanced phone support ( e.g., reduced hold times, callback options ), enable online dispute filing, and agent training on SSDI recipient vulnerabilities to prevent future harm. 

Attachments ( as Evidence ) : Call log history with Direct Express, documenting resolution attempts ( XXXX XXXX XXXX, 2025 ). 
XXXX of XX/XX/2025, XXXX by XXXX support conversation, confirming non-authorization, prior cancellation request ( three weeks earlier ), service issues, and refund denial. 
Emails submitting identity verification documents to Direct Express ( October 2328, 2025 ), including confirmation receipt. 
Motel reservation confirmation email, detailing {$46.00} non-refundable fee and {$100.00} refundable check-in deposit requirement. 
XX/XX/2025, ATM receipts from two banks, showing account balance ( > {$600.00} ) and " Daily limit exceeded '' error. 

I am available at ( XXXX ) XXXX for any questions or to provide additional details. I appreciate the CFPB 's prompt intervention to enforce my rights and prevent further harm to vulnerable benefit recipients. Thank you. Sincerely, XXXX XXXX

Company response to consumer: Closed with non-monetary relief