Comerica

2018-06-25

GA

Trouble using the card

Credit card or prepaid card: Government benefit card

Trouble getting information about the card
Complaint: RE : XXXX XXXX XXXX XXXX Dear Sirs : I am writing this with assistance. I am XXXX and receive XXXX benefits on a XXXX XXXX. I was locked out of my online account and needed my routing #. I called the company ( XXXX XXXX ) and their phone representatives. My complaint ( s ) are as follows : 1 ) I had to call 3 times to get an agent. There is no option on the menu to speak to a XXXX representative for online account for lock out, or problems not listed in their automated menu. 2 ) It is very difficult to get a live agent to help resolve account issues. Their phone system will cut you off without warning, put you on hold for lengthy periods, representatives change unexpectedly. I had to use the " LOST OR STOLEN CARD '' feature to finally get live help. 2 ) While on the call to XXXX, I requested a good friend help with speaking to the representative and explain my complaint. Despite my authorizing this, the XXXX agent 's identified as " XXXX '' " ID # XXXX '' refused to speak directly with him. She was rude, hostile and uncooperative to him. Further she also threatened to not help me, unless my friend refrained in the background from assisting me. I am XXXX and have a XXXX XXXXXXXX. This representative talked too fast, and I have difficulty with instructions due to a XXXX XXXX. Her attitude and conduct on the call was disturbing. Her refusal to allow me to have someone I authorized assist me during the call is denying me my rights under the XXXX XXXX XXXX. 3 ) The XXXX website advertises help, including providing routing numbers and other basic information. A direct quote from their home page on XXXX : " We are a website dedicated to helping XXXX XXXX Card holders find information they need regarding their card, including account login information, customer service contact number, direct deposit and routing number information, and any relevant news about the ... '' This bank should allow XXXX XXXX or XXXX persons authorize others to help on their behalf with difficult problems. On their call menu, they should not be allowed to limit account access to customers by designing a menu that limits options and no option for live agent help during business hours when needed.
Company Response: Closed with explanation

Timely Response

2018-06-25

Naugatuck, CT

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-06-22

Compton, CA

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 monetary relief

Timely Response

2018-06-21

Oroville, 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
Company Response: Closed with explanation

Timely Response

2018-06-19

Sandy Hook, MO

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-06-16

Southern Pnes, NC

Trouble using the card

Credit card or prepaid card: Government benefit card

Problem using the card to withdraw money from an ATM
Complaint: My mother used her XXXX XXXX Debit Card and attempted to withdraw cash from an ATM ( I am her representative payee ). The ATM dispensed no cash, issued no receipt. It flashed an error message " your financial institute does not allow transactions of this value ''. When she went to a different ATM, the previous withdrawal had been deducted from her account as if indeed it had been dispensed. I could not contact this company and I made MANY attempts to remedy this error until almost three days later. I was unable to successfully file a claim with them until six days later and they then made her wait another twenty days to issue a 'temporary ' credit while they researched. One month later, I received a letter from XXXX XXXX Stating they were reversing the temporary credit because the merchant 'stated ' there were no errors on that atm. They did not demand proof of dispensation and they have not complied with my request for all documents pertaining to these transactions and for the proof of dispensation. I am attaching a full outline of all dates for phone calls and actions taken by myself.
Company Response: Closed with monetary relief

Timely Response

2018-06-15

SC

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: My son and I live on {$750.00} per month. On XX/XX/2018 the same day of my ssi deposit ; my account was debited {$170.00} by a XXXX in XXXX XXXX XXXX. I was told I would still have to dispute this charge even though it was a breach on XXXX XXXX. I have disputed just as I was told too. Upon contacting XXXX XXXX XXXX I was given this info and told that I was the third person that had this problem. I have faxed three disputes and mailed there dispute form and still nothing .My acct card number was ran as a credit card, I explained that I was having hardship and needed these funds to pay my light bill that will be turned off if not paid tomorrow. I also told them if they would look at my acct that they could see that I am in XXXX XXXX. This is a nightmare. I have nobody to ask for help and I am so afraid. Nobody from this company will help me. I need a provisional credit. They know I didn't make this charge. Please help me. The dispute number is XXXX. My card was in my possession they have sent me another one. I memorize my pin number. Also upon calling the XXXX they told me no charges of that amount at the time I was given by XXXX XXXX had never occurred.
Company Response: Closed with monetary relief

Timely Response

2018-06-12

Glenmont, OH

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: At approximately XX/XX/2018 XXXX an online purchase was made from my account in the amount of XXXX to XXXX, XXXX XXXX, IL. I Immediately called the company ( approx. six hours after the charge was made ) to cancel my card. Told them there was a fraudulent charge and I'd like to dispute it. They told me to call back in 5 days. I called back in 5 days, 3x that day couldn't get through twice ( was effectively hung up on ) The third try yielded " I'm sorry our systems are down ''. The following evening I finally spoke to a supervisor after countless hours of trying to who asked me a litany of questions regarding my card. They then stated I could wait until they mail me the paperwork or I could fax my own dispute in writing, which I did in triplicate within the hour. Couldn't get a hold of the company for another two days. When I did they told me they had received the fax and everything appears to be in order and the investigation was ongoing. This was 12 days ago when this all started. I have not been able to contact anyone further at the company that can tell me anything and they have not provisionally credited my account, money which they know that I need.
Company Response: Closed with monetary relief

Timely Response

2018-06-08

Naples, FL

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-06-08

Astoria, NY

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 explanation

Timely Response

2018-06-05

Naples, FL

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with monetary relief

Timely Response

2018-06-05

Gaithersburg, 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
Company Response: Closed with explanation

Timely Response

2018-06-04

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Company Response: Closed with monetary relief

Timely Response

2018-06-04

NC

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: I receive a XXXX payment from Social Security Administration on a US Direct Deposit Comerica Bank card I transferred to direct deposit to my in my wife 's bank account and upon doing so and then learning that that occurred they cancelled previous payments that were received by my credit card company 15 days prior after credit card company receiving the funds they refuse to explain identify or have any explanation of where this money is orgone other than making the statement that the funds were available but would be declined on the 3rd which clearly must have been backdated my records and receipts indicate the funds were available to an addition {$6.00} more than the bills I payed after her employee representative admitted that the amount was correct and there was an additional {$6.00} available after both bills was paid and then I was transferred immediately to a supervisor which could not explain where the {$210.00} is or I had gone to that I would not get it though that was made clear I started more time and ask for paperwork to be sent to me so we can further more try remedy the situation amd I was hung up on
Company Response: Closed with explanation

Timely Response

2018-06-04

Dallas, TX

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

2018-06-03

Bronx, 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
Complaint: I used my XXXX XXXX debit card to make two withdrawals at a XXXX ATM on the morning of XX/XX/XXXX. The first withdrawal of {$20.00} was successful, but I decided that I needed a more money. I went to the same ATM and did another withdrawal for {$500.00}. The ATM dispensed a receipt only and I did not receive any money from the slot. The receipt stated the transaction was denied. One of the XXXX XXXX associates did a balance inquiry on my account and found that the {$500.00} was taken out of my available balance. After the incident, I called XXXX XXXX customer service and spoke to a level 1 representative who claimed that a dispute form will be sent to my address within 3 days. The form never arrived. On XX/XX/XXXX, I called customer service again and spoke to a level 2 representative who said that another form will be sent out again and should arrive in my mailbox by XX/XX/XXXX the latest. Once again, the form did not arrive. On XX/XX/XXXX, I spoke to a supervisor who claimed she would definitely make sure I receive the dispute form. OnXX/XX/XXXX, I decided to call the customer service line again and I asked the representative an alternate way to report the incident because it was apparent that the dispute form will never arrive. The representative recommended that I compose a self-written explaining detailed information about the incident along with all bank receipts and fax it to ( XXXX ) XXXX and XXXX XXXX should get back to me by phone or mail in 3 business days or less. On the same day, I sent the fax as requested. After 10 days, I did not receive any calls or letters from XXXX XXXX at all, so I called back to speak to a supervisor who claimed that they never received any faxes from me. I confirmed with her that I sent it to the correct fax number and then I asked her why XXXX XXXX did not receive my fax and what else I can do to report the incident. She said the best course of action would be to send the fax and all evidence again and also mail it to the XXXX XXXX Dispute Department at XXXX. XXXX XXXX, XXXX XXXX, TX, XXXX. I spoke to another supervisor and asked what am I supposed to do in this situation. I barely had any money to pay bills, buy food and pay for my prescriptions and I needed this to be resolved immediately. This new supervisor claimed that I can contact the Fraud Department at ( XXXX ) XXXX and ask for a temporary " hardship needs fund '', which is equivalent to a provisional credit, to be added to my available balance. The supervisor transferred me to the Fraud Department representative who said such a courtesy does not exist. I have not heard back from XXXX XXXX since my last call nor do I see any changes in my available balance. I decided to reach out to the branch manager at XXXX where the incident occurred, and she said that there is nothing that she can do to help resolve my issue and that I need to contact XXXX XXXX. I am not sure what to do at this point and I am not sure how long it is going to take to resolve this issue. I am still out {$500.00} that I can not afford to give away. I am going to take XXXX XXXX to civil court, because it seems like they are not even attempting to resolve my issue.
Company Response: Closed with monetary relief

Timely Response

2018-06-01

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 explanation

Timely Response

2018-05-31

Jamaica, 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 monetary relief

Timely Response

2018-05-31

Palos Park, IL

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

2018-05-31

Catasauqua, 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

2018-05-30

Fort Lauderdale, FL

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-05-29

CA

Trouble using the card

Credit card or prepaid card: Government benefit card

Problem with direct deposit
Complaint: XXXX direct express has allowed someone to empty my account of all my moneys and not even told me how or why they let it happen!!!, Just that they let someone wire all my savings to someplace and now its EMPTY and they wont let me know how this has happened with out my evening knowing Anything about it? I would like to talk to a customer service person on the phone to ask some questions about it! Not a computer voice that does not answer it just hangs up on me and says thank you good by!!!! My savings of over {$2000.00} fixed income for all my living needs is gone!! What can I do.?? Do I have any one to talk to?? And will this keep haplnging again next month when my SS check is sent? Any help will be VERY APPREATED!!!
Company Response: Closed with monetary relief

Timely Response

2018-05-29

Chaska, MN

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2018-05-25

Albuquerque, NM

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Untimely Response

2018-05-25

Addicks Barker, TX

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with monetary relief

Untimely Response