Date Received: 2021-01-28
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I opened my account with them and stopped using it because they failed to pay a bill pay that I submitted through their own site. I had already received confirmation from Comerica that my bill pay service ( which they presented me with numerous promotional offers for ) was set up and ready to use. I set up a bill payment for 2 different credit cards. Both payments were sent to the card companies and then returned. The bill pay servicer that they use, XXXX, has indicated that the payments were returned because my Comerica account doesn't exist. How could I send a bill pay to them FROM my Comerica account if the account didn't exist? I had literally logged into my Comerica to create the bill payments and have the payments deducted from my Comerica account. Even Comerica, when I contacted them about this, confirmed that I had the available funds in my account for the payments to go through. Comerica told me that it probably occurred because the account was new. So, this has likely happened to other customers. I want a letter from Comerica indicating that these returned payments were their fault so that I can provide them to my creditors, for which I now have returned payments in my account history. I want Comerica to also send a notice to XXXX to inform them that the returned payments occurred because of their own defective system. I stopped using the account for obvious reasons and either wasn't aware of a maintenance fee or forgot about it. I logged into my account in XXXX and noticed that my balance was negative by over {$60.00}. They had charged me a maintenance fee. This overdrew my account. They then charged me an " extended overdraft fee '' for at least 3 consecutive days after that. Why would you charge a customer an " extended overdraft fee '' multiple days in a row when it was your maintenance fee that caused the overdraft fee? This is a bank that promotes itself as a bank that helps minorities. They're actually the type of bank that preys on underserved and minority customers. I reached out via secure message to get the fee removed and the rep ( XXXX ) only tried to sell me on overdraft protection. I called and spoke to someone who removed the overdraft fee, but didn't remove the maintenance fee. I was prepared to just pay the remaining fee just to be done with them. I contacted them via secure message to start the account closure process. I kept getting the same response from XXXX, which is that the account couldn't be closed via email due to the current negative balance. It was clear from my messages to her that I was attempting to find out if I could close the account online once the account was brought back to a positive state, but I still sent her another message that was more clear. My last message to her read, " If the account balance is not negative, can the account be closed through secure message? '' XXXX sent me the same message that she sent at least two times : " My name is XXXX and I am pleased to assist you. I regret to say that review of your account confirms a negative balance on the account. Due to the current balance, we are unable to close your account through email. All accounts must be at a XXXX balance in order to be closed. For the best assistance with your request, I kindly request you visit your local banking center. If I can be of further assistance, please send me a message or you may reach our Customer Contact Center by calling XXXX. We value your business. Thank you for choosing Comerica Bank! XXXX '' I received a letter yesterday indicating that they closed my account in a negative state. The balance had actually increased by at least {$8.00}. The letter also indicates that they account may have been referred to their collection agency. The problem with this is that Comerica went back on their own word, which stated that due to the second stimulus payouts, customers with negative balances would have 45-60 days to bring the account forward and not risk having their stimulus check garnished. This information is still on their site and I do have proof of it.
Company Response:
State: TX
Zip: 75063
Submitted Via: Web
Date Sent: 2021-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-28
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: My name is XXXX XXXX.This is either against XXXX or Direct Express Debit MasterCard ... On XX/XX/20 there were 4- {$100.00} transactions on my Direct Express card from XXXX totalling {$400.00}. Luckily I noticed it the same day. When I called XXXX, it was like they were protecting whoever committed identity theft & fraud! They could refund {$200.00} only because the other {$200.00} had been used, sent, something & they couldnt give me the information for the persons responsible. They could confirm or deny if I somehow guessed the email! What?! I don't even have XXXX products or have an ID. I use XXXX. Long story short-contact my bank. I did have email from XXXX admitting to it. Now ... Direct Express made me wait over 80 days for them to issue the provisional credit due 10 days after only to take it back 2 days later! I went in the hole therefore paying it the first of the month. It was XX/XX/20 & few days before. After all of this they decided since XXXX is now claiming no responsibility, they won't give it to me either! I've tried to contact XXXX again with no results. Why do I have to be punished for being a victim of fraud?! Please help. I'm on SSI & I'm not able to handle out {$200.00}.
Company Response:
State: WV
Zip: 250XX
Submitted Via: Web
Date Sent: 2021-01-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-26
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: In XXXX I qualified for Social Security XXXX benefits which were transferred to an account with a Direct Express prepaid card. I was incarcerated in AZ in XXXX and the SSI benefits continued to be transferred and were then later reported as an overdraft. Due to my incarcerated I never received these benefits or had access to them. During this time someone accessed my account and withdrew over {$3000.00} using my stolen Direct Express card. After being released Social Security sent an overpayment bill requesting repayment, when I accessed my account the money had been removed without my authorization. I reported the fraudulent activity with Direct Express, they denied my claim in XXXX, XXXX because I had not filed a police report. The website claims to are liable for this type of fraudulent activity, I included evidence and proof to Direct Express Consumer Complaint Department but this was all denied. Several attempts to contact consumer services have lead nowhere. Once I contact a service representative and verify who I am, I end up transferred or on hold for hours only to be transferred again. Most recently I called XX/XX/XXXX and remained on hold for over an hour and half. I was transferred to a completely different company ( go services ), transferred back again and told I was unable to verify because I did not know the phone number used to create this account ( 3 years ago while experiencing homelessness ) and told me there was no way to verify without this phone number. When I first attempted to report the fraud, Direct Express blocked me from the account and I have been unable to access it since. The company claims to repay money transferred fraudulently with a loss up to {$500.00}, however they refuse to acknowledge my reports. Currently, I am unable to repay my SSI because that money has been stolen and Direct Express refuses to help solve this claim dispute. The customer service have been completely unhelpful and I feel that they just do not want to repay this money that is rightfully mine.
Company Response:
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2021-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: My Direct Express debit card PIN number was veiwed and card stolen and withdrawn for almost XXXX} on XX/XX/2020 from XXXX XXXX on XXXX XXXX. I have the police report and illegal ATM withdrawals statement.
Company Response:
State: FL
Zip: 33060
Submitted Via: Web
Date Sent: 2021-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXXXXXX XXXX I attempted to withdraw money from a Comerica Bank ATM, located at XXXX XXXX XXXX XXXX, XXXX XXXX, as I had done many times before. The machine seized my XXXX XXXX XXXX ATM card ( I do not have an account at Comerica ) for no apparent reason. With COVID, the actual bank branch was closed, so I contacted Comerica customer service and could not get connected to a live human being. I then contacted the Comerica XXXX XXXX branch, and was told by a man he could not help me get my card back, that the card would be destroyed, and that I needed to contact my own bank for a replacement. He would not give me the name of a supervisor or manager to contact. Basically he stonewalled me. I am now without ready access to my money ( most XXXX branches are closed too due to COVID ), and have spent an inordinate amount of time contacting my own bank and fixing this mess.
Company Response:
State: CA
Zip: 92122
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: THE US DIRECT EXPRESS DEBIT CARD PROGRAM HAS STOLEN {$35.00} FROM THE ACCOUNT. THEY HAVE NO DETAILS BECAUSE THEY SHOW THE AMOUNT AS A PREVIOUS ACTIVITY FOR XX/XX/XXXX, BUT THE ACCOUNT WAS NOT ACTIVE UNTIL XX/XX/XXXX WHEN MY SOCIAL SECURITY MONEY WAS DIRECT DEPOSITED TO THE ACCOUNT ; SO THERE COULD NOT BE ANY ACTIVITY IN ARREARS AS THEY CLAIM. THEY ARE NOT SUPPOSED TO ASK ME FOR VERIFICATION OVER THE PHONE ABOUT ACCOUNT DETAILS BECAUSE I SENT AN INTERNAL EMAIL TELLING THEM TO GIVE THE MONEY BACK ; BUT THEY CLAIM THEY NEED ME TO VERIFY BY TELEPHONE. SOCIAL SECURITY AGENT THAT SET IT UP TOLD ME DO NOT GIVE THEM ANY INFO OVER THE PHONE BECAUSE LOG IN IS MY VERIFICATION. THEY WILL NOT PUT THE MONEY BACK INTO MY BALANCE TOTAL WITHOUT ME GIVING MY PERSONAL INFO OVER THE PHONE TO THEM. THEY ARE CONTRACTED BY THE FEDERAL GOVERNMENT AND HAVE SET IT UP TO STEAL. THE ON SCREEN TRANSACTION HISTORY TOTALS ARE NOT EVEN ACCURATE BALANCES AT THE TIME OF TRANSACTIONS PROCESSED.
Company Response:
State: AZ
Zip: 85120
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I attempted to open a corporate account for a business, which I recently purchased in XX/XX/2020. I was met by a personal banker at the Comerica Bank branch, who took my contact information and business name, and told me I would be contacted for an appointment to bring in my business registrations and complete a formal application. A few hours later i was contacted by phone by the banker and was informed that my business account was declined, although I was never given an opportunity to provide the necessary documentation for my business. When I asked what was the reason for the denial, the banker was unable to provide a reason for the decline. At that point, I instisted on speaking with the bank manager for a better explaination. The bank manager contacted me by phone and i explained that I felt racially discriminated against, on account I was declined without ever completing a formal application. Bank manager then asked me " why did youi choose to open an account with Comerica bank '' and followed up with additional quetions, regarding where i live, and other invasive questions. I provided answers to the managers questions, and he stated " there are a lot of red flags ''. I explained it was a new business which is incorporated in Arizona and I am currently opening an office locally within the city. The manager 's response was just to " find another bank '' ... and was unwilling to help.
Company Response:
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have been issued three Direct Express Cards where the deposit has only appeared in XXXX. Deposits should have appeared from XXXX of last year. There are several credit cards missing including a XXXX card, there is a settlement from XXXX XXXX XXXX, there is a social security check from the first of this month. It is my opinion that someone is depositing this money into a cellphone with my information in it. It is a duplicate device and then taking it to someone who can get tbe money out of the device. It is also my opinion ghat they may be transferring the money in others accounts, they then want me to get into someones car while they use my money like im XXXX no one does this. A duplicate device with a persons infromation blocks them from receiving. They are then deposting partial or no payment to my card.
Company Response:
State: CA
Zip: 903XX
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-16
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: In XX/XX/2020, I discovered my debit card number had been stolen, somehow, and used for fraudulent charges overseas. I can't travel - ever - due to XXXX. I am single and do not let anyone else use my card. The card itself was not stolen - just the data. Someone used the data to steal funds from my account in the form of cash advances. I immediately notified the company the second I found out about the fraudulent charges. The company sent a form to me to fill out, which I did and immediately faxed it back to them. The gave me a " temporary '' credit. I just found out today this company reversed the credit without providing any explanation. I tried to reach the company through their 24 hour number. I never got to speak to a live person. I tried to get through after pressing the required number to reach a person for over 2 hours listening to hold music. No one ever answered! Also, I attempted to contact the company regarding the fraud charges last month and never could get through to a live person to discuss the case.
Company Response:
State: UT
Zip: 84321
Submitted Via: Web
Date Sent: 2021-01-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-15
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: Direct Express has not provisionally credited my account under regulation e for a dispute that I filed on XX/XX/XXXX. I spoke to a customer service rep and the supervisor in the supervisors stated that the provisionary credit will be on the account on XX/XX/XXXX under regulation e. I will begin discrimination claim and financial discrimination claim as the dispute Department from Direct Express will be the third party defendants acting in a discriminatory manner. Direct Express has treated me in a discriminatory manner by not providing good customer service hanging up not fully disclosing my terms and conditions and not honoring my terms and conditions I haven't been fully disclosed on my terms and conditions under Regulation Z.
Company Response:
State: PA
Zip: 17110
Submitted Via: Web
Date Sent: 2021-01-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A