Consumer complaint received 2020-01-30
Company: Comerica
State: SC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/XXXX there are 3 charges appearing on m statement for {$200.00} each on my bank debit card. I contacted the bank to confirm my balance, in which was off by this 3 cg=harges in the total of {$600.00}. than I actually walked to XXXX located at XXXX XXXX XXXX, Florida, while I was still residing near by. I spoke with a customer service manager, by the name of XXXX, I think it her name was, shei explained the situations to her, than she contacte the product owner company XXXX store to see, how XXXX can refund me. the manager from XXXX store told her, while on the speaker, for me to hear the conversation, told the customer service manager at XXXX, that the product is not longer XXXX, since XXXX purchased these items from them, it belongs to XXXX XXXX, therefore, XXXX is supposed to refund me back the {$600.00} for these unauthorized charges. from there, XXXX, reached out to " XXXX '', THE FLOOR STORE MANAGER, told her what XXXX store Manager just said, and then, she put the XXXX  store manager  on speaker again, to repeat what she had just said above to the Store Manager, " XXXX '', herself. she told her that they, meaning XXXX has to refund me back, since XXXX is the owner of these products, bought from, NO LONGER XXXX   RESPONSIBILITIES TO ANY REFUNDS TO XXXX   CUSTOMERS. XXXX, then, said to me okay, she will contact my bank with me in her office, to refund back the total of {$600.00} to my debit master card. In her office, she made the call to DIRECT EXPRESS/ISSUED BANK : COMERICA. WITH LONG HOLD TIME OF MORE THAN 45 MINS, while she was on hold, I needed to use the ladies room. five minutes later, when I walked back to her office, she told me the followings : '' I JUST SPOKE WITH SOMEONE FROM YOUR BANK, EXPLAINED THE ISSUE, AND TOLD THEM, THAT I NEEDED THEM TO REVERSE THE CHARGES OF {$600.00}, FOR THE 3 {$200.00} PURCHASE FOR XXXX, INORDER FOR ME TO PUT THE CREDITS BACK TO YOUR CARD. 
MENAWHILE, SHE SUGGESTED, THAT I ALSO FILE A CLAIM WITHTHE BANK, AS WELL. AND TO LET HER KNOW WHAT THEY TOLD ME '', SO, I DID FILE WITH MY BANK, ONLY TO BE given the run around, with submitting a letter via fax, with receipts for thee unauthorized charges, in which I got copies from the store on the same day I approached the store in person. 

Than a week later my bank denied my claim, and referred me back to XXXX. 

I contacted XXXX again, spoke with XXXX, again, and again she told me that they have not received any communications from my bank, and to tell them that, they need these charges reversed, again. and Again, I contacted my bank, spoke to lower level representative to higher management in the closed dispute department, only to be told, that XXXX needs to reverse these charges themselves, since its a merchant vendor, customer agreement, in which I have never heard any Banker denying a claim based on that reasons, alone, and sent me back and forth to XXXX, meanwhile XXXX sending me back to the bank. 

This saga has been going on since XX/XX/2020, and continues to. the bank refuses to put my money back into my account, because, they are saying that, XXXX needs to put the refund through, while XXXX is saying the exact reverse, needing and still waiting on the bank to do a Reversal of charges back to them, in order to refund back the {$600.00}, back to my debit cards. 

Between the two, I have made at least 50 phone calls, and have approached the merchant several times in person, and tons of phone calls to XXXX, and made an attempt to contact the corporate office, in which not one of the employers at customer service now the phone number, that I can call. 

this is the most unprofessional companies in which, I never dreamed with would go through so much stress, XXXX, and difficulties to get what's rightfully mines from their errors. 

NOT ONLY THAT, BUT THE STORE ITEMS WERE ALREADY DAMAGES, REDEEMED, AND THE STORE MANAGER, HERSELF SHOWED ME HOW THEY HAVE PROBLEMS WITH THESE ITEMS, FRUAD ACTIVITIES WITH THEM, AND SHE HAD THE CUSTOMER MANAGER PULLED ALL OF THEM, OFF THE SHELVES, AND STARTED TO GO THROUGH THEM, SHOWING ME HOW THE ACTIVITY TOOK PLACE, AND SAID IN FRONT OF TH ECUSTOMER SERVICE MANAGER AND MYSELF, WHILE IN HER OFFICE TO PULL ALL OF THEM OFF THE SHELF, AND THAT THEY WILL NO LONGER BE SELLING THEM IN THAT STORE LOCATION. 

ALL OF A SUDDEN, LAST WEEK, SHE STARTED TO SORT OF SWITCHNG HER WORDS ON ME, AS WELL. 

I ALSO CALLED, AND ASKED FOR THE STORE MANAGER, SHE CAME ON THE PHONE, AND TOLD ME, THE SAME THINGS, THAT THE BANK HAS TO REVERSE THESE CHARGES, AND THAT THE STORE MANAGER WILL NOT BE IN FOR THE NEXT WEEK, AND HE ARRIVES, SHE WILL HAVE HIM OR HER CALL ME. 

YET, SHE HERSELF DOES NOT RETURN PHONE CALLS, NEARLY COME TO THE PHONE, LEAVING ME HOPELESS, THAT, THE STORE MANAGER WILL EVER CALL, AS WELL. I REFUSE TO LOSE {$600.00}, BECAUSE MY BANK IS NOT FOLLOIWNG THE CORRECT PORTOCOLS IN ASSISTING ME GETTING MY MONEY BANK, WHEN THEY ARE THE BANK WHO RECEIVES MY FUNDS EVERY MONTH, NEVER HAVE I SEEN A BANK THAT DOES NOT HELP A CUSTOMER IN THIS SITUATION, AT AL. 

IT ALL FEELS, AND SOUNDS VERY FOREIGN, UNPROFESSIONAL, AND NO ONE KNOWS WHAT TO DO, NOR HAVE THEY EVER CONTACTED THE MERCHANT, TOLD ME, BY SEVERAL REPRESENTATIVES, THAT, THEY DO NOT CONTACT THE MERCHANT. 

IN MY OPIONION, HOW DO THEY RESOLVES ISSUES, SUCH AS THIS WITHOUT CONTACTING THE MERCHANT, WHO HAS BEEN WAITING SEVERAL WEEKS FOR THEM TO REVERSE THE CHARGRES, IN ORDER FOR ME TO BE REFUNDED. 

I HONESTLY, DO NOT UNDERSTAND THEIR PROCESS, AN DHOW THEY CONTINUE TO EXIST IN BUSINESS. THE SAME GOES FOR XXXX, AS WELL. FROM THE BEINNING, I REQUESTED TO SIMPLY BE REFUNDED, YET, " XXXX '', SAID, THE BANK NEEDS TO DO A REVERSAL OF CHARGES, FIRST. I AM CONFUSED BY BOTH ENDS.

Company response to consumer: Closed with explanation