Comerica

2018-04-23

Rincon, GA

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

2018-04-23

Riverside, 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: On XX/XX/XXXX, I attempted to make a purchase and an ATM withdraw in XXXX, CA, both were declined. I immediately called XXXX XXXX at -XXXX and spoke to a customer service lady I can not recall her name. I asked her about the transactions and who the merchants are. She told me they are pre-authorized transactions, for {$320.00} and {$540.00} both at XXXX XXXX # XXXX, she believed to be located in XXXX XXXX, CA, and {$43.00} for XXXX # XXXX she was not able to tell me their location. These transactions were made without possession of my card which I still have, without my signature, and without a PIN number. Telling me I could not dispute the transactions until they are settled, which can take 3 to 5 business days. I asked her to explain what settled means, she told me same as PAID. I asked why would they pay a transaction from my account, I did not make, or authorize, or give anyone else permission to use my card. The mystery I never lost the card or PIN. She tells me you dont need a card to make a purchase, I asked how could they get my card # if never lost it nor out of my possession? She tells me it can happen, I just need to follow up and make sure to file a dispute once settled and make sure to complete and submit forms and keep in touch. I continued calling Customer Service until 2 of the 3 transactions settled on XX/XX/XXXX, the day I was able to file a dispute SR # XXXX, XX/XX/XXXX for the {$320.00} @ XXXX # XXXX and the {$43.00} @ XXXX # XXXX per XXXX Level 2 Customer Service. She said the transaction for {$540.00} is not settled, but it will later or the next day. XXXX told me to add this transaction to the dispute she entered, she would note my account, and she then provided me the fax # XXXX and said I must submit the documents within 10 business days or on or before XX/XX/XXXX. I faxed my completed questionnaire documents on XX/XX/XXXX to XXXX, and then called Customer Service to see if they received them. According to XXXX, XXXX, and XXXX they did not receive the documents. I faxed them successfully two tines, When I spoke to Level 2 CSR XXXX, he advised me the {$540.00} transaction settled, and I need to dispute this transaction too. I told him XXXX told me I did not need to file another dispute because I can add it on SR # XXXX. He said no, I need a new dispute and gave me claim SR # XXXX dated XX/XX/XXXX for {$540.00}. He said the documents must be submitted on or before XX/XX/XXXX. Now access to my funds are extended another 2 weeks almost an entire month. 1 ) Why did XXXX XXXX allow these pre-authorized transactions and pay them after I called on the day they were supposedly pending " settlement '', rather than paying them for such large unauthorized amounts without my card, PIN, signature, nor could they have shown MY ID ( which is supposed to be done with such large dollar amount transactions ). 2 ) I called again today XX/XX/XXXX, to be told the very same thing that confirmed faxes are not received, when I asked is there a physical address to send documents in order to get a signature confirmation, they told me they could not provide that information because they are not in that office, in addition, could not tell me if someone will be able to sign for if sent with a signature confirmation. She could not tell me this either. I believe that XXXX XXXX intentionally does not acknowledge their faxes and unable to confirm receipt by mail, in order to deny customers provisional credits pending their investigation. They will not provide the merchants phone contact information, nor will they allow you to speak to the investigation department. This is clearly deceptive and misleading a customer already experiencing traumatic financial hardship and fraudulent transactions, especially myself, which is my entire month 's benefit without any funds to maintain food, clothing, and shelter. They show no care or concern for customers experiencing this type of situation for the first time. In final, I, XXXX XXXX XXXX, swear under penalty and perjury the information in my statement to be true and correct to the best of my knowledge. Please feel free to contact me at ( XXXX ) XXXX if you have any questions or need additional information. I appreciate your anticipated review of my account and response to this matter as soon as possible.
Company Response: Closed with monetary relief

Timely Response

2018-04-23

San Antonio, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-04-23

San Antonio, TX

Problem getting a card or closing an account

Credit card or prepaid card: Government benefit card

Trouble closing card
Company Response: Closed with explanation

Timely Response

2018-04-23

Nashville, TN

Unexpected or other fees

Credit card or prepaid card: Government benefit card

Complaint: The bank allowed a company to take monies out of my account without my authorization. It was on XX/XX/2018. It was 2 transactions on same day. I do have loan with the company and granted I was late paying but never authorized to take any money out of my account. I NEVER made ANY payments with my debit card. I ALWAYS went into store and paid with cash. They only had my account number for proof of income. Also, the bank allowed them to take money totalling more than my payments would have actually been. When I filed dispute with bank, at first the representative seemed to be stalling me by saying they never received my dispute on document ( which I mailed back immediately ). Then ( my opinion ) when couldn't stall any longer, I was told by representative at the bank that one of the FDIC rules were that ANYBODY that had my account number had the legal right to take money out of my account. Of course I contacted FDIC and was told that statement was outright FALSE ( which I actually knew ). On the 3rd time I checked a supervisor at bank told me that my claim was denied because they ( the bank ) couldn't get documents showing my agreement authorizing the company to take my money. This last " excuse '' for denial made no sense to me because THAT'S EXACTLY WHAT MY DISPUTE WAS I DID NOT AUTHORIZE THE COMPANY TO TAKE ANY MONEY OUT OF MY ACCOUNT SO THERE IS NO SUCH DOCUMENT. The company was XXXX XXXX and they made two unauthorized withdrawals from my account of {$41.00} on XX/XX/18 and {$75.00} on same date XX/XX/18. I immediately notified the bank that these withdrawals were not authorized by me at any time. I also notified company that they did this illegally via email. The response was they would not refund " my payment ''. The bank sent me form to fill out to return and let me know it was time sensitive and I complied within the time frame. My assumption of this is my money was taken as if it were a garnishment and my bank allowed it to happen and to tell me that anybody that had my card/account number could " legally '' take my money at ANY time. This SCARES me and shouldn't happen.
Company Response: Closed with explanation

Timely Response

2018-04-20

Kailua, HI

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-04-19

Nyc, NY

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: I incurred 2 overdraft fees on XXXXXX/XX/XXXX as a result of my 2 student loans being debited from my account 8 days earlier than usual ( {$360.00} + {$640.00} ). It put my account in the negative, and when I charged an {$8.00} cab ride on the card again not knowing my account was in the negative I incurred an additional {$38.00} fee that same day. A total of 3 fees on the XX/XX/XXXX for a total of {$110.00}. I live in XXXX XXXX XXXX, and have a Comerica account in Michigan because of a client I have in Michigan deposits checks into my account once a month. There are no Comerica bank branches in XXXX XXXX XXXX, therefore I can't get my account into the positive unless I either transferred money or I flew to Michigan to make the deposit. Transferring the money would take usually at least 2 business days ( usually 3 or 4 ), and as a result I would continue to incur overdraft fees. My account was a - {$73.00}, so waiving 2 of the 3 overdraft fees would put me in the positive and would stop the process of additional overdraft fees being charged to the account. I called customer support on the XX/XX/XXXX hoping they would work with me in order for my account not to keeping incurring overdraft fees, and was told there was nothing they could do. In addition they suggested my only option was to speak with the bank manager where the account was opened and it would be up to their discretion to waive the fees. The person on the phone also notified me that I've had overdraft fees waived in the past before, so it's very likely that the manager would not waive these fees. This left me with no other option, than to either continue incurring the fees until I was able to transfer money into the account or fly to Michigan to make the deposit. When I called the bank to speak with the manager, the manager refused to waive the fees and was not willing to work with me. I felt absolutely helpless, and the manager and customer service continued to reiterate that there is nothing they could do for me. While I understand the fees where incurred as a result of transactions I allowed, I did not expect the bank to refuse to work with me on this case. In addition, knowing that I would continue to incur overdraft fees for a least 2 business days which would continue to drive my account into the negative, was a viscous and unfair decision by the bank representatives.
Company Response: Closed with monetary relief

Timely Response

2018-04-17

Glendale, CO

Attempts to collect debt not owed

Debt collection: I do not know

Debt is not yours
Company Response: Closed with monetary relief

Timely Response

2018-04-17

HI

Trouble using the card

Credit card or prepaid card: Government benefit card

Trouble using the card to spend money in a store or online
Complaint: On or About XX/XX/XXXX, my account was placed on " Fraud Suspension '' without notice! And to this date, I am unable to access any of my funds! I have attempted to contact XXXX XXXX XXXX, everyday since being Denied at the Grocery Store in XX/XX/XXXX. Upon Initial contact & thereafter, I received the exact RUDE response, " We apologize for any inconvenience but due to the " Fraud Suspension '' placed on your account, we are unable to access any information nor tell you why your account was placed under " Suspension '' in the first Place ... Someone from the Fraud Department will be contacting you soon upon completing there investigation - by letter or phone ''. I am also unable to get an exact time frame of when the investigation will be done & /or when I will have access to my fund 's. I have also requested to speak to a Supervisor & I'm told that an email has been sent & someone will contact me within 24 hours. Still NOTHING & No one in the Customer Service Center seems to care! Each Representative, I spoke to was extremely Rude & Cold-Hearted! For example, upon explaining my situation to the Representative, I was informed that I needed to WAIT. Because I wasn't satisfied with that response I asked, what would she do if she were in my situation? Representative replied, " Well its NOT me - so WAIT '' - " So if there's nothing else I can help you with " I don't have time for this ''! I got this response countless times! As of today, no one has contacted me nor did I receive a letter or email notifying me that my account would be placed on " Suspension '' OR " WHY ''. I am XXXX & have XXXX Children whom are Homeschooled due to illness & I am the XXXX XXXX for my family. Aside from XXXX, this is my only Source of Income. Since the suspension, I have been unable to pay any of my bills, purchase medications, toiletries, gas etc.! My phone service has been cut off, I have an automobile loan which is in default & may be repossessed any day now. My mortgage is due at the end of every month. In the meantime, Fees are incurring. I have also attempted to contact the Social Security Office directly in person & was informed that they are unable to offer any Guarantees & that I needed to contact XXXX XXXX XXXX, to resolve this issue!
Company Response: Closed with explanation

Timely Response

2018-04-16

Nyc, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-04-13

Ormond Beach, FL

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

2018-04-13

San Francisco, CA

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Closed with explanation

Timely Response

2018-04-11

Lake Charles, LA

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

2018-04-10

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-04-07

Plymouth, FL

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: OnXX/XX/XXXX {$520.00} and an additional {$1.00} transfer fee were fraudulently taken out of my XXXX XXXX XXXX XXXX Social Security payment card. I did not become aware of this until XX/XX/XXXX when I reported the fraud claim over the phone to XXXX XXXX. I was told a packet would be mailed to me to be filled out and returned. It took many days for the packet to arrive in the mail but I had not kept count of the days. The day I received the packet I immediately filled it out and put mailed it back the next day. In the packet was a letter stating I had ten days from the original date I had called to report the fraud to return the packet and there would be a provisional refund put back into my account. I waited the allotted time and checked my account to find the money had not been refunded. I checked the account for a few days and still no refund. I called XXXX XXXX customer service and was told I needed to speak to a level two agent, upon transfer to a level two agent I was disconnected. I called four or five times on that day being kept on hold for long periods only to be disconnected each time I was transferred to the level two agent. I told them of the issue, spoke to a manager about the issue and was told there was nothing they could do to help. I asked for the direct line to level two agents and was told they could not give me that information. This continued for several more days of trying. On the fourth day I was able to get through by calling around XXXX XXXX I was told by the level two agent that the forms I returned were received on the eleventh day and not the tenth, therefore it would take 45-90 days for them to review the fraud claim. I told them I had put the packet filled out back in the mail the same day I received it. I was told by the agent that I could have sent in a written statement before hand. When I said I was never told this she said that after I originally spoke to a customer service agent to report the fraud, who told me only to fill out the packet that would be mailed, a voice recording told me about the option to send in my own written statement. Either I hung up, thinking I was done speaking to the agent and never heard this message or this is a false claim. When I asked why I would have been refunded my money had they received the paperwork on the tenth day but not the eleventh day I was read a script about the money not being guaranteed. When I told her the Social Security payment was backed by the FDIC, the claim that there is no guarantee was repeated. I then spoke to a manger at level two who repeated word for word the same claims. As a XXXX person surviving solely on Social Security this is a possible life threatening situation. When I asked if there was anyway to expedite the claim due to the need for the money for life saving medicines and devices, I was told no. I have found that this is a more than common problem with the XXXX XXXX XXXX. It is an outrage that a company handling government money for the most vulnerable citizens conducts itself this way and there needs to be a comprehensive investigation into their practices. If it is found that the money is given to XXXX XXXX XXXX XXXX through the FDIC in those 10 days after the fraud is first reported and then not refunded or not refunded for 45-90 days, then they may be profitting and would be a gross mismanagement of funds and if it is not already should be illegal. This is a Treasury recommended card and the default card used for social security payments. I hope this complaint will be taken seriously and followed up on.
Company Response: Closed with monetary relief

Timely Response

2018-04-07

Los Altos, CA

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2018-04-07

Cornell, IA

Problem getting a card or closing an account

Credit card or prepaid card: Government benefit card

Trouble closing card
Company Response: Closed with explanation

Timely Response

2018-04-06

Lexington, KY

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

2018-04-06

Tampa, FL

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

2018-04-06

Lawrenceburg, TN

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-04-06

Miami, FL

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

2018-04-06

Las Vegas, NV

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-04-05

Erie, PA

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

2018-04-05

Trouble using your card

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

Can't use card to make purchases
Company Response: Closed with explanation

Timely Response

2018-04-05

Vancouver, WA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with monetary relief

Timely Response