Consumer complaint received 2021-01-28
Company: Comerica
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

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 to consumer: Closed with explanation