Comerica

2017-06-08

Asheville, NC

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 am XXXX and can not call. I was overcharged ( double charged ) {$11.00} by XXXX on X/X/17 at XXXX when I purchased minutes online for my cell phone. XXXX charged me twice for a single purchase. I contacted XXXX via their chat option on their website. I was told that they can not reverse the charge online and that I would have to call to get the charge reversed. The nice lady at the XXXX XXXX tried to make the call for me but XXXX just kept adding 30 minutes wait time to speak to anyone and she did not have time to keep holding. Because I am XXXX and do not have XXXX XXXX nor a land line I could not call Direct Express to get them to reverse the charge so I wrote a letter as their web home page says you can do. I enclosed a copy of my printout of the chat conversation with the XXXX people as well as a printout of my Direct Express account that shows the double charge. I included all of the information the website says they will need to resolve the matter. I sent the letter and proof of the double charge to Direct Express on XX/XX/XXXX and again at the end of XXXX. The charge has not been reversed and I have not heard anything from Direct Express about the matter. Please help me get my money back. It is not much but when you live on XXXX and have to choose between food and medicine each month, {$11.00} makes a big difference. I am attaching proof to this complaint.
Company Response: Closed with monetary relief

Timely Response

2017-06-07

Belle Haven, VA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2017-06-06

Dallas, TX

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Other problem
Company Response: Closed with explanation

Timely Response

2017-06-05

Montgomery, AL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-06-05

AR

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: DEAR CONSUMER FINANCIAL PROTECTION BUREAU SO IM SUB MITTED WRITTEN COMPLAINT FORM AGANIST AND FINANCIAL BANK COMPANY THAT OFFER GOVERMENT BENEFITS CARDS THREW TH E US DEPARTMENT OF TREASURY SO ASLO I CALL MY BANK CREDIT CARD COMPANY TODAY AND INFORM THEM ABOUT AND TRANSACTION FUNDS THAT WAS MISTAKEN OFFER MY DIRECT EXPRE SS MASTERCARD ACCOUNT 16 DIGIT NUMBER SO ASLO I CAN PROVIDE THE TOLLFREE CUSTOMER NUMB ER I C ALL XXXX SO ASLO WHEN I CALL CUSTOMER SERVICES DEPARTMENT ABOUT MY MASTERCARD ACCOUNT NUMBER THEY SAID THE ONLYWAY THEY CAN TELL ME WHERE MY FUNDS WAS MISPLACE OFFER MY CREDITCARD THEY WILL HAVE TO CLOSE MY MASTERCARD ACCOUNT NUMBER AND START AND INVESITAGATION WILL TAKE 30- 60 DAY S FROM THE DISPUTE TRANSACTION DATE XXXX / XXXX / XXXX WAS THE DATE THAT THE FUNDS WAS TRANSFER FROM MY MASTERCARD ACCOUNT NUMBER TO ANOTHER BANK CHECKING ACCOUNT SO THE SPOKE PERSON I TALK TO OVER THE PHONE IN DIRECT EXPRESS CUSTOMER SERVICES DEPARTMENT INFORM ME THAT THE FUNDS ARE FDIC COVERAGE INSURANCE BUT THEY COULD NOT TELL ME WHERE MY FUNDS WENT EVEN KNOW THE COMPANY HAD ACCESS TO MY MASTERCARD ACCOUNT NUMBER SO I TOLD MY CREDIT CARD BANK COMPANY I DID NOT MAKE FALSE MONEY TRANSFER FROM MY GOVERMENT BENEFITS CARD SO THEY ASLO IMFORM ME THAT THEY COULD SEE THE CARD ACCOUNT TRANSACTION BUT COULD NOT TELL ME WHAT FUNDS THE COMPANY WAS PAY TOO WITHOUT MY CONSENT MAKING MY OWN TRANSACTION CARD ACCOUNT HISTORY SO THEY TOLD ME AT DIRECT EXPRESS MASTER CARD CUSTOMER SERVICES CENTER SOMEONE ELSE HAD ACCESS TO MY MASTER CARD ACCOUNT NUMBER WITHOUT ME KNOWING ITS SO THE BANK CREDIT CARD COMPANY FALIURE TO HONEST PROMISE CONSUMER CREDIT CHARGE BACK TO MY 16 DIGIT MASTERCARD ACCOUNT NUMBER SO I HAD TO CONTACT DIRECT EXPRESS CUSTOMER SERVICES DEPARTMENT 7 TIMES AND WAS STILL UNABLE TO RESOLV E DISPUTE WITH MY BANK CREDIT CARD COMPANY
Company Response: Closed with monetary relief

Timely Response

2017-05-31

Houston, TX

Managing an account

Checking or savings account: Other banking product or service

Fee problem
Company Response: Closed with explanation

Timely Response

2017-05-30

Glendale, CO

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I should have done this sooner. I assumed Direct Express was safe. Direct Express/Comercia Bank have cut me off from looking at my own account online! For months now. I had to call them the get XX/XX/XXXX and XX/XX/XXXX sta tements. Accordingly the {$950.00} someone hacked my account for has not been replaced. Now I guess I will need XX/XX/XXXX and XXX 2017 stat ements. They tak e 7 t o 10 days ... They told me they replaced {$850.00} but that is not on either of these statements. They replaced {$100.00} for me to live on for an entire month! They charged me {$1.00} transfer fees and {$4.00} for a new card. Why? I did n't have anything to do with hacking my account. This is the second time my account has been hacked.
Company Response: Closed with explanation

Timely Response

2017-05-30

Staten Island, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-05-29

Modesto, CA

Managing an account

Checking or savings account: Other banking product or service

Cashing a check
Company Response: Closed with explanation

Timely Response

2017-05-26

Palestine, TX

Closing an account

Checking or savings account: Checking account

Can't close your account
Company Response: Closed with explanation

Timely Response

2017-05-25

Glenarden, MD

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: While on a family cruise with XXXX XXXX XXXX [ XX/XX/XXXX through XX/XX/XXXX ], I used the ships ATM on XX/XX/XXXX to withdraw funds from my Social Security benefits which are paid out to me the 3rd of each month ; I did get a receipt for the ATM purchase but it didnt have a balance, it only showed the ATM requested transaction amount and service fee. <P/>During the cruise, I never used my debit card on the ship or in any ports we stopped at [ XXXX XXXX XXXX and XXXX, XXXX for purchases ; I set up a cash account for the ship because my cruise was not for shopping but for relaxation and family bonding. <P/>On XX/XX/XXXX, I made another ATM withdrawal and did obtain a receipt with the transaction, fees and a balance but the balance did not reflect the correct dollar amount. I was unable to check my account because I did not purchase the ships internet package so for 7 days I was without cellphone service and/or laptop/computer service. <P/>On XX/XX/XXXX, we docked in the morning and as soon as I got home I immediately went online to check Direct Express to see why my bank balance was incorrect. I was completely taken back to find out that someone had hacked into my account making two ( 2 ) cash purchases on XX/XX/XXXX totaling {$290.00}, while I was on XXXX XXXX XXXX XXXX XXXX XXXX XXXX, in which I stayed on the ship because of the heat. <P/>I immediately called the banks customer service and filed a complaint. The banks customer service rep informed me that a fraud investigation would have to be opened and could not guarantee me when I would get my money put back into my account. I close the account and ask for reissuance of a new card ; I was informed if I wanted to expedite the arrival of the new card for a two-day delivery, I would have to pay a fee of {$13.00}. I did and that was deducted from my account immediately after I checked later that day. <P/>On XX/XX/XXXX, I made another call to the bank to check on the status of the investigation and was put on hold twice and disconnected both times and was furious. I called back and asked for the supervisor waiting on the phone forever, finally XXXX, the supervisor supposedly, came on the phone and informed me they couldnt put the money back into my account right away and it may take 45-90 days to complete the fraud investigation. He also let me know that if I returned the fraud paperwork back to them within 10 days I may get my money back into my account but there still was no guarantee. I informed him that because his bank was so lapse in allowing my account to be hacked that I now did not have money to pay for my medicines. It was clear and evident he could care less. <P/> Also, I was caught up in the OPM breach a few years ago and the government agency allowed my credit records to be monitored by XXXX to keep me informed of any illegal transactions in my name if it should occur. I called them and let them know the situation and fraud alerts were put on the credit bureaus as well as an investigator called and was appalled at how I was being treated by the bank. <P/>Finally, on XX/XX/XXXX, I received the fraud questionnaire dated on the cover letter as XX/XX/XXXX [ the same day I made the complaint ] it is clear and evident that the questionnaire was not mailed out until much later. The questionnaire was 3 pages which also requested that I file a police report of the incident. I called the county police department and the officer was at my home on XX/XX/XXXX, one-half hour from my initial call. Made the report, got the information needed from him and gathered supporting evidence and the questionnaire was mailed on XX/XX/XXXX. <P/>This situation had me so furious that I decided to investigate US Direct Express and Comerica Bank and their business ethics and was amazed at the complaints made by over 800+ Social Security benefits recipients and regular banking customers. So many variations of violations of customers banking rights that if investigated thoroughly both banking institutions personnel from the Board of Directors to the tellers would be prosecuted for fraud against the public. The Better Business Bureau [ XXXX XXXX XXXX ] and [ XXXX XXXX XXXXXXXX XXXX ] has deemed the banks as not BBB accredited and have given them an F rating. There are so many complaints of outright fraud, misuse of deposited funds, poor customer service, blatant disregard for the disabled, veterans, retirees and aged they are preying on their depositors with no shame, bold and brazen disregard for banking regulations, outright fraud because they have been able to get away with their banking malpractices for so long because no one is coming after them. I also checked on XXXX and the complaints for both banking institutions were a nightmare too. <P/>I called Social Security and a service representative told me they couldnt do anything about it even though I let her know that this bank was selected by the Social Security Administration to handle direct deposits for their benefit recipients. How can a government agency select a bank that is practicing fraudulent business practices, be given the permissions of the Treasury Department and also can associate itself with the FDIC and no one is looking out for those who are being stolen from in plain view and complaints are falling on deaf ears. <P/>Today is XX/XX/XXXX and still no response from Direct Express and my money has not been put back into my account and I have no resources to pay for medications. Someone should be investigating the fraudulent practices and no one should be able to just take money out of your account and nothing is done.
Company Response: Closed with monetary relief

Timely Response

2017-05-25

Brentwood, NH

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

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

Timely Response

2017-05-24

North Freedom, 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

2017-05-24

Longview, WA

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

2017-05-24

Arco, CA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I am still waiting on a reply from Comerica and have yet to get one an d I have waited at least 2 months for their final determination. Case number previously submitted - XXXX . It would be appreciated if you could find out why she has never contacted me again since I sent her to information that she requested including a copy of the check that was issued to me as a cashiers check! I guess they figured that I would forget and that I would not continue to pursue this. I want a final resolution and my money returned.
Company Response: Closed with explanation

Timely Response

2017-05-23

Philatelic Center, CA

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: Greetings, I 'm a payee for my son XXXX XXXX , who was incarerated sometime in XXXX 2017 . When I learned of his incarceration immediately contacted the SSI offic e and requested his check for XXXX XXXX 2017 be stopped. I learned on XXXX / XXXX / 17 that the checked was issued. I never received these funds. I immediately went to th e SSI. And asked why did n't the rep stop the check like I requested, she had enough time to stop the check, Ssi was very evasive, so I contacted Direct Express and spoke with XXXX employee number XXXX , she could not answers my questions either, so I was transferred to le vel 2 and spoke with XXXX , XXXX , XXXX , XXXX . Neither of these people could or would not give me an address where the transaction for XXXX took place. I need to know an address where someone went at XXXX XXXX and took money out of this ATM. I need to get to the bottom of this. So those responsible will be held accountable for theft. I would like a through investigattion into who took this money out of this ATM, and the location, th e Ssi is trying to hold me Responsible for something I did not do. I will be filling a police report regarding this matter. I am very up set. I asked the reps from Direct Express who regulates them! They would not disclose this information to me. I found that very upsetting. I want those responsible for take that money held to answer, and that money returned to t he SSI loc ated at XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX . I 'm very saddened by this situation, that someone would take advantage of my son being in jail and steal the money. When it should have been sent ba ck to SSI. Tha t was my sole purpose of contacting them so the check could be stopped. Please help me resolve this urgent matter. Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-05-21

KY

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: On XXXX XXXX ,2017 I noticed an unarthorized transaction was charged to my account for {$300.00} I immediately called direct express to make them aware and find out how did something like this happen the lady looked into the account and seen it was clearly compromised as the undocumented company tried to also take another {$490.00} out as well she canceled my card told me they would investigate and cure the issue I ca n't remember if she told me the investigation process but I know I received a letter about my dispute saying it could tak e 45 to 90 b usiness day 's however in my case I didnt believe it would take that long 45 days came and they put the money back on my account only to snatch it back off I noticed when I went to pay an already overdue bill I figured it was a mistake as I called thinking it could be simply fixed I was then informed that it was a provision credit that was put on there that could be snatched back off with no explanation I was in disbelief as I cried like a baby on how was I going to feed my kid 's and pay my bills the lady who was very rude told me to call local food bank 's which insulted me for the life of me I ca n't understand why must I be made to suffer longer for something that can easily be seen as a hack this card company is horrible and has horrible ratings from the BBB with so many customers who experience the same issue 's I just want my money back and to close my account as I feel un eased violated and I no longer trust them with my finances ple ase help
Company Response: Closed with explanation

Timely Response

2017-05-20

Dayton, OH

Unexpected or other fees

Credit card or prepaid card: Government benefit card

Company Response: Closed with explanation

Timely Response

2017-05-19

Cheyenne, WY

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2017-05-19

Houston, TX

Problem with customer service

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

Company Response: Closed with explanation

Timely Response

2017-05-18

Fleetwood, NY

Problem getting a card or closing an account

Credit card or prepaid card: Government benefit card

Trouble getting, activating, or registering a card
Company Response: Closed with explanation

Timely Response

2017-05-17

Chillicothe, IL

Trouble using the card

Credit card or prepaid card: Government benefit card

Problem with direct deposit
Company Response: Closed with monetary relief

Timely Response

2017-05-17

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer

Complaint: I ( XXXX XXXX XXXX XXXX ) had a house in XXXX ( XXXX XXXX XXXX ) j ointly owned with my 2 brothe rs, it was sold via property agent : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , CA XXXX Realtor XXXX # : XXXX Mobile # : XXXX Email : XXXX XXXX XXXX The Escrow is : XXXX XXXX Escrow Manager XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , CA XXXX XXXX XXXX XXXX XXXX Phone XXXX XXXX XXXX XXXX XXXX XXXX Comerica Bank XXXX XXXX ( The banker of the Escrow who wire the fund to me ) The selling of the house w as closed on XX/XX/2017 and I was informed by Escrow via XXXX XXXX on XX/XX/2017 that the fund of USD XXXX was wired to my bank account ( Email XXXX sent by XXXX with Es crows notice dated XX/XX/2017 as attached ) The fund was wired through Comerica Bank in XXXX XXXX . XXXX XXXX XXXX advised me on XX/XX/2017 that an amount of XXXX was credited to my bank account ( attachment : XXXX XXXX ), I didnt know what is the relation between XXXX and XXXX as I cant reach the amount with the market exchange rate. I sent email ask XXXX on XX/XX/2017 and XXXX replied on XX/XX/2017 said will check it ( attachment : XXXX XXXX XXXX ) XXXX XXXX XXXX advised me again on XX/XX/2017 that an amount of XXXX was credited to my bank account, I asked XXXX again with XXXX bank advice ( atta chment : XXXX XXXX and XXXX XXXX ) XXXX XXXX ( E scrow Manager ) replied on XX/XX/2017 that the bank made error and not sending the full amount and XXXX wired XXXX on XX/XX/2017 ( Friday ). XXXX attached the Wire Approval Notification date XXXX from Comerica Bank and also th e 2 Wi re Transaction Detail, 1st Outgo ing Money Transfer {$160000.00} and 2nd Outgoi ng Money Transfer {$3700.00} as per pdf files attached. XXXX replied in her email dated XX/XX/2017 as below : Hi, I have researched this and found that when the rst 2 wir es were sent to XXXX XXXX , the amount I wired and the amount actually debited from our account was not the same. I called the bank to nd out why there was a dierence in what I had submitted for wire transfer and the actual amount wired, I was advised that the banks International Traders, attempted to save us money and obtained a better rate for transfer. I explained to the bank that this is not our companies money, it is our clients money and the full amount needs to be transferred. I submitted the remaining amount of {$3700.00} for transfer on Friday, at that point our bank did transfer the correct amount. I have attached the emails showing the amount requested to be wired and the proof of wire transfer which is dierent. I have also attached the proof of wire transfer for the 2nd wires for the r emaining balance. XXXX replied again on XX/XX/2017 that Comerica Bank convert the 1st remitt ance into XXXX $ with exchange rate of XXXX , this exchange is far below the normal exchange rate, about 4 % difference. I cant convert back the XXXX I received with this exchange unless Comeria Bank is willing to do it. I sent email to XXXX & XXXX on XXXX and request them to ask Comerica Bank to reverse the 1st transa ction or compensate my loss of XXXX , I only get the nonsense reply from XXXX . XXXX XXXX in his email dated XX/XX/2017 giving me some nonsense reasons and doesnt protect his clients interest. I know he has received his commission and it is no need to deal with me again. The questions are : ( 1 ) Why Comerica Bank did not follow the instruction to wire the full amount of XXXX according to the Wire Approval Notification? ( 2 ) Ac cording to the Wire Transaction Detail, it is an Outgong Money Transfer, Comerica Bank received the wiring fee and should Transfer the amount in XXXX according to the instruction. ( 3 ) I t is very clear that Comerica Bank has made the error during the 1st wire but XXXX ( Escrow Manager ) d idnt ask the bank to correct the error of converting the fund into XXXX , she just said she has made t he 2nd wire for the amount short in the 1st wire and the Escrow has paid the full amount. ( 4 ) 2nd wire was tran sferred and I received USD with just the wiring fee deducted, that means the 1st wire is totally unacceptable as XXXX quoted that Comerica Banks International Trader atte mpted to save money for Escrow. ( 5 ) Comerica Bank must compensate my loss for the error they has made and your Bureau should punish them for doing it again.
Company Response: Closed with explanation

Timely Response

2017-05-16

Woodland, WA

Unexpected or other fees

Credit card or prepaid card: Government benefit card

Complaint: My name is XXXX XXXX , I am a Ssi r ecipient who receives my funds on a direct express card. After some unauthorized charges ( approx {$280.00} worth by the same merchant ) appeared on my account before XX/XX/XXXX ( the date I started the charge back process with direct express ). I was finally given a provisional credit for that same amount ( approx XX/XX/XXXX ) nearly two months after I started the charge back process. I was given this provisional credit only to have it taken awa y ( in less than 30 days ) without notice or authorization by direct express. Which is essentially the same action as the original offending company did ( c ommitted unauthorized charge without notice ). It 's been over 90 days ( charge back started XX/XX/XXXX , today is XX/XX/XXXX ) since I started this charge back and I 'm left without resolution. I 've spent over days worth of hours on the phone to direct express over the past three months, and have gotten nowhere. Today 's third call has gained me the knowledge ( from a supervisor ) that my claim was approved and closed out yesterday and I would get a letter stating this and when to expect my money. When asked why I do n't have my money back today after this terribly long hardship the supervisor stated " maybe they are waiting for you to receive the letter before they deposit your funds ''. I 've probably spoken to every supervisor that works for direct express and none of them ever quite seem know what 's going on during my many calls, and even if they did are left at the mercy of their supposed and mysterious charge back department. Of whom has no telephone number to call, and only method of contact is the submitting of a support ticket by the very person who does n't know what 's going on. You are left at the mercy and hope that this support ticket is properly expressed and worded correctly so that the se two parties ca n communicate and your problem will be solved. Which is never the case because the supervisors often leave out pertinent info, and the messages are poorly expressed causing a communication breakdown as the recipient charge back department picks the note off the back burner and comes to a resolution requiring the least amount of effort right or wrong. I 've just given up during past issues regarding fees in the past because of this losing money in the process.
Company Response: Closed with monetary relief

Timely Response

2017-05-15

Canton, MI

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response