Comerica

2019-06-24

Walnutport, PA

Problem with a purchase or transfer

Credit card or prepaid card: Government benefit card

Charged for a purchase or transfer you did not make with the card
Company Response: Closed with explanation

Timely Response

2019-06-24

Des Moines, IA

Problem with a purchase or transfer

Credit card or prepaid card: Government benefit card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Closed with monetary relief

Timely Response

2019-06-23

Seneca, SC

Problem with a purchase or transfer

Credit card or prepaid card: Government benefit card

Charged for a purchase or transfer you did not make with the card
Complaint: I was a victim of debit card fraud. Person or persons made 2 purchases in Virginia. I am in South Carolina I care for my elderly mother who requires 24 hr care. I have the only card issued in my possession. The fact of the matter is someone stole my account info,3 digit security code and also pin # no one has that info except me, I did not give anyone permission to use this card. I disputed theses charges. Filed police reports called both stores and had them send me copies of receipts. I forwarded all info to Direct Express, via written error report email as well as fax. This companies failure to comply to EFTA and FDIC law is concerning and alarming. I demanded a copy of Investigation which I am entitled to under the law.Comerica and there subcontractor XXXX which handles Direct Express debit card complaints use stall tactics such as long wait times to reach an operator to report fraud. Hang ups not able to reach dispute or fraud department which does not offer customers a fax # dangerous laps in sending out fraud paperwork ie their mail room controls the clock. Paperwork must be mailed back in 10 days. No evidence of any fraud investigation. Managements failure to return calls. So you see there are serious issues. It is not my responsibility to investigate fraud it is up to the financial institution. I have done said Investigation have receipts, filed police reports followed up with XXXX XXXX XXXX XXXX. Pushed subpoenas to view video of when fraud was committed. Also subpoenaed XXXX XXXX to view money order that was purchased. I am truly disgusted with Comerica/XXXX. All I want is my funds back I did not expect a U.S. Treasury and social security backed program that said this debit card is safeto let me down.I remain without funds going on 20 days.
Company Response: Closed with monetary relief

Timely Response

2019-06-21

Brooklyn, NY

Problem with a purchase or transfer

Credit card or prepaid card: Government benefit card

Charged for a purchase or transfer you did not make with the card
Company Response: Closed with monetary relief

Timely Response

2019-06-21

Unity Plaza, CT

Unexpected or other fees

Credit card or prepaid card: Government benefit card

Complaint: Well I went over all my financial transactions for the month of XXXX. After I calculated all my financial transactions for XXXX there was {$100.00} unaccounted for. My mother called direct express the makers of the debit card, after my mom spoke to direct express customer service. They gave my mom all the transactions for the month of XXXX. My mother added all the financial transactions for the month of XXXX and she told me that there was {$100.00} missing. So she's been trying to call direct express customer service back about this, but she can't get through, because direct express customer service doesn't answer her calls or mine. They have a voice message saying that they are overwhelmed by all the phone calls. This is the situation I find myself in today. It's my money that's missing, even though the debit card has my mom 's name on it. I receive my social security XXXX benefits on the debit card each month. So far direct express hasn't returned or refunded the {$100.00} back on the debit card. We can't ask why because we can not get through to find out what happened to the money. Remember the transactions still leaves {$100.00} left missing out of my account..after all them have been accounted for.
Company Response: Closed with explanation

Timely Response

2019-06-20

Jonesboro, GA

Problem with a purchase or transfer

Credit card or prepaid card: Government benefit card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Closed with explanation

Timely Response

2019-06-20

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-06-19

TX

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Complaint: ( ( XXXX XXXX XXXX Family Trust w/Comerica-XXXX ) ). XXXX XXXX XXXX XX/XX/XXXX D.O.D XX/XX/XXXX @ XXXX XXXX XXXX XXXX XXXX Tx XXXX. XXXX XXXX XXXX trust. XX/XX/XXXX called XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx XXXX Client # XXXX XXXX XXXX XXXX person in XXXX XXXX for the Trust XXXX informed it is over when my husband past away. Called comerica XXXX XXXX relationships Mgr XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Tx XXXX XXXX told me XXXX. would contact me. XXXX XXXX XXXX Trust & Estate advisor comerica Trust wealth MGT XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, MI XXXX. I kept calling everything took forever. Mr. XXXX contacted me to send bills. He paid nurses rest of bills went back and forth. Got tired & called XXXX XXXX Trust Adm. XXXX comerica XXXX. XXXX XXXX Mi XXXX called & returned call 3 way w/XXXX from N.Y informed me I was not client. I am the wife & exec.will. He left me stocks bonds cash and 1/2 houses. They hired XXXX XXXX new XXXX. XXXX XXXX XXXX XXXX XXXX XXXX Tx XXXX ( XXXX ) XXXX. My relationship w/daughters destroyed. Will not pay secured loans prop. Tax Ins & recently pd XXXX/XXXX. I can not get XXXX/XXXX CC & lost benefits. This is a XXXX Trust & I am responsible ( XXXX ). Tax Comerica also missed paying XXXX XXXX in Tax & we were Penalize XXXX XXXX int/penalties.This is the worst experience Im my husband voice. He went to law school to see how to get rid of the trust that he could not trust. We never met or talk to the people handling my husbands family trust. I felt disregarded & bullied at the aged of XXXX. I pray and hope know one else go thru this kind of neglect and abuse.
Company Response: Closed with explanation

Timely Response

2019-06-19

AL

Unexpected or other fees

Credit card or prepaid card: Government benefit card

Complaint: On XX/XX/XXXX, I informed the Social Security Administration, that I am ready to collect my retirement money. On XXXX of XXXX a representative called me to confirm how I want to receive the retirement fund from the SSS, I have decided to receive my money thru a visa debit card by Comerica Bank, as I thought I would have easy access rather than my out of state bank. I understand I would start to receive my funds on XXXX one month later of my start retirement. The first transaction I used with my issued debit card was on XX/XX/XXXX from a merchant named XXXX XXXX XXXX which amounted into {$81.00} after making the first transaction I thought it was a scammer store so I have to call the card center and told them to stop payment on the card. The customer service told me to cut my card and stop using it, which I did but the payment went thru, and I did received the merchandise as well. from that experience, I learned that I have to pay {$13.00} to have my card sent thru XXXX. and also pay {$3.00} to replace the card. I also understand that I have to pay a fee if I will use ATM machine that are not network member. I am going to continue relating the transaction of the issued debit card by Comerica bank. On XXXX XXXX I did an ATM withdrawal from an ATM having a VISA logo to determine it was network member but I was charged {$2.00} on that transaction. on XX/XX/XXXX I made a purchase from XXXX XXXX XXXX market. of 1 {$110.00} On this day XX/XX/XXXX I have decided to take all my money out from this institution, so I made a withdrawal of {$3000.00} at XXXX and was charged {$4.00} total for the three withdrawals. On XX/XX/XXXX, I made an online purchase of items from XXXX XXXX of {$160.00} and another on line purchase from XXXX XXXX of {$100.00} this was the last transaction I have made from my Debit card. On XX/XX/XXXX there was a note from the debit provider of Debit Adjustment of {$270.00} I called and asked about it, but their answer was they are going to look at it and to stop using my card, at the same time they will send me a questionaire of fraud form to fill up so they can investigate what happened, in addition they told me I will recieve it in a few days. I never recieved anything from them but at least three times another new card issued to me. which means {$3.00} per new card. I called the Direct Express Fraud services department to relate to them about my demise, they have sent me some paperwork to fill up and signed and send back to them on XXXX XXXX. Until now I have not heard anything from them.
Company Response: Closed with explanation

Timely Response

2019-06-18

Big Rapids, MI

Trouble using the card

Credit card or prepaid card: Government benefit card

Trouble using the card to spend money in a store or online
Company Response: Closed with explanation

Timely Response

2019-06-18

El Paso, TX

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Company Response: Closed with monetary relief

Timely Response

2019-06-18

Milwaukee, WI

Problem with a purchase or transfer

Credit card or prepaid card: Government benefit card

Charged for a purchase or transfer you did not make with the card
Company Response: Closed with explanation

Timely Response

2019-06-18

AL

Problem getting a card or closing an account

Credit card or prepaid card: Government benefit card

Trouble closing card
Complaint: have been waiting eight months to receive a check for the remainder of my fathers account ( {$3900.00} ). I have called multiple times a month since XXXX and have had no follow through. Im frustrated by the lack of response and accountability that Direct Express has shown me each time I have attempted to resolve this final matter regarding my dads death. On XX/XX/XXXX, my father, XXXX XXXX, passed away. In XX/XX/XXXX I called to close his account. Direct Express froze his account and sent me the paperwork to close it out. In XX/XX/XXXX I sent the paperwork back with everything requested. In mid-XXXX I called Customer Service to check on the status and was told a check was sent XX/XX/XXXX, and that it would take 4-6 weeks. I told the customer representative that I had not received the check, and she said I needed to wait the full six weeks before they could do anything. So I called back 3 days later. The customer service representative escalated my request and told me someone would call me back. I waited two weeks for someone to call me back. No one ever did. I called again. They escalated my request again. I never received a call. I called back once a week for the month of XXXX. On XX/XX/XXXX, I called again. This was the 5th time I was told someone would call me. I knew that no one would. I was finally given the number for the Payment Processing Department. I called and listened to the seven-minute long message before leaving a voicemail with all of the information. I was surprised that someone actually called me back. On XX/XX/XXXX she told me that she would send a request to the accountant to research the check, request a stop on the check if it had not been cashed, and then issue a new check. I asked how long I should expect that to take. She said 2-4 weeks depending on how busy the accountant is. I waited four weeks and called again on XX/XX/XXXX. Again they told me that they would escalate my request and a supervisor would call me back. I was finally given a fax number as a last-ditch effort. I called the payment processing department again on XX/XX/XXXX. I have still not heard back from anyone.
Company Response: Closed with explanation

Timely Response

2019-06-18

Phila, PA

Trouble using the card

Credit card or prepaid card: Government benefit card

Trouble using the card to spend money in a store or online
Company Response: Closed with explanation

Timely Response

2019-06-17

Staten Island, NY

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Closed with explanation

Timely Response

2019-06-17

Brownsville, TX

Trouble using the card

Credit card or prepaid card: Government benefit card

Trouble using the card to spend money in a store or online
Company Response: Closed with monetary relief

Timely Response

2019-06-14

Hamburg, NY

Problem with a purchase or transfer

Credit card or prepaid card: Government benefit card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Closed with explanation

Timely Response

2019-06-13

Pottstown, PA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-06-13

Nyc, NY

Unexpected or other fees

Credit card or prepaid card: Government benefit card

Company Response: Closed with explanation

Timely Response

2019-06-13

Maiden Rock, WI

Problem with a purchase or transfer

Credit card or prepaid card: Government benefit card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: I tried calling Direct Express myself 6 to 7 times. I was either cut off or couldn't understand the person. I called regarding two withdrawals one in XX/XX/2019 and one in XX/XX/2019 that I did not make. I went to the Social Security office for help but was told to call the XXXX XXXX XXXX XXXX and XXXX XXXX XXXX. I called the XXXX and made an appointment for XX/XX/2019 On XX/XX/XXXX, I met with an Elder Benefit Specialist to call Direct Express. When she called, we were not allowed to be on speaker phone. I am hard of hearing and the accent of the person was hard to understand. The customer service rep did NOT allow the Elder Benefit Specialist to use the speaker phone. He talked to her directly and had a hard time understanding. I gave permission for the EBS to talk to the rep. the rep told her he had to call an XXXX # associated with the transaction. She was unwilling to anything else. I would like these charges/withdrawals that I did not make credited back to my account. I asked for a paper statement and it is being mailed. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-06-13

Phoenix, AZ

Unexpected or other fees

Credit card or prepaid card: Government benefit card

Company Response: Closed with explanation

Timely Response

2019-06-12

Problem with a purchase or transfer

Credit card or prepaid card: Government benefit card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Closed with explanation

Timely Response

2019-06-12

Las Vegas, NV

Trouble using the card

Credit card or prepaid card: Government benefit card

Problem using the card to withdraw money from an ATM
Complaint: On XX/XX/XXXX I went to draw out 700.00 to pay my son 's rent. I am his Rep Payee for Social Security. I received an atm receipt which said it was unable to give me money. I am attaching a copy. I called the 800 number and went to XXXX XXXX the next day. They said to contact Direct Express. Each time I call Direct Express I am either on hold for over an hour and then the phone hangs up, or I get a recording saying they are experiencing extremely high call volume and the phone hangs up. I got to person one time and explained the problem, AND THEY HUNG UP! I called Social Security and got no answers. I went to the SS office and they gave me a number for fraud prevention for Commercia Bank who issues the card. I called and after holding nearly an hour, I spoke to someone who merely transferred me to Direct Express! Of course, I got the recording and then the phone hung up. I ne ver got the money and it is not in his account. I need help to get this back. I am retired and on limited income, I did not pay my bills to cover this rent for my XXXX son. I do not think it should be this hard to reach a company that handles government benefits.
Company Response: Closed with monetary relief

Timely Response

2019-06-12

S Zanesville, OH

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with non-monetary relief

Timely Response

2019-06-11

Problem getting a card or closing an account

Credit card or prepaid card: Government benefit card

Trouble getting a working replacement card
Company Response: Closed with monetary relief

Timely Response