Consumer complaint received 2018-08-18
Company: Comerica
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
I closed a checking account with Comerica Bank in XXXX of XXXX. While a customer of Comerica, prior to XX/XX/XXXX, I became XXXX, filed for Social Security XXXX, and provided them my then current Comerica checking account information for direct deposit purposes if I were to be approved. Fast forward 2 years post filing for XXXX and 1 year post relationship with Comerica, I was approved for my XXXX claim and the back pay of over {$30000.00} was sent to Comerica ( I  couldn't update my direct deposit info until I was actually approved ). Instead of Comerica rejecting the funds because I no longer had an account with them, they accepted the deposit and will not release it to me. The reason for the hold on my deposit, according to Comerica is because they wanted to make sure the funds were not fraudulent, which I completely understood however, once all the necessary precautions were taken and all of my information was verified they would not release my money. I found out on Wednesday XX/XX/XXXX at my initial XXXX meeting that the back pay was sent to Comerica and they had in fact accepted the funds. I immediately went into the bank on the following day, Tuesday XX/XX/XXXX to speak to someone. The branch manager was hurrying out the door so I didn't get to speak to her. I ended up speaking to the Asst branch manager XXXX XXXX who was not at all interested in helping me and showed zero empathy with my situation. XXXX told me that there was nothing she could do and that Comerica did not have a corporate office or customer complaint department. I used XXXX to find the corporate quality process department and I spoke to XXXX. It seemed like I was finally gon na get some help after speaking to XXXX, she even said that she could possibly override and lift the hold on my funds. I did not hear from XXXX again until Wednesday XX/XX/XXXX. She did not take my call but had left a message for me with the receptionist stating that she had escalated my claim and I would be contacted by the appropriate personnel. Later that day I received a call from the branch manager XXXX XXXX and we discussed the situation. She told me to bring in all documentation that I had from Social Security that would substantiate what I was saying about the large payment that was due to me. I ran home and gathered everything that I had to prove the funds were rightfully mine however, XXXX said that the documentation wasn't enough and that I needed to provide her with a document from social security with my actual social security number listed on the document. I followed up with XXXX on Thursday XX/XX/XXXX with more documents that did list my actual social security number and she stated that she had enough information to complete her investigation and make a decision on if she would release the funds. Later that day XXXX called and said that all of the documentation that I had brought her was not enough and that she was going to need to speak to someone at the social security office and I needed to be on the line ; we conference in a representative so that she could verify some other information. On Friday XX/XX/XXXX XXXX and I called social security and waited over 30 minutes to get a representative. I was asked several personal and private questions to verify my identity which I was extremely uncomfortable doing with XXXX on the line however, I really needed my funds as I had been out of work and without income for over 2 years. XXXX asked the representative to verify my claim number, which was actually just my social security number so the entire call was a waste of time. XXXX told me she would communicate the information from the call to her District manager and she would call me back. She never called. I called her and she did not have any new information as she stated her manager was in a meeting. Frustrated that it is now Friday and past XXXX, I contacted XXXX from corporate quality process and pleaded with her to help. She stated that their was nothing she could do because her boss was to in a meeting. I have run out of all options and I do not know what to do next. I really need my money as I have a mountain of debt due to being out of work. I am not receiving any help from lower level management and I am tired.

Company response to consumer: Closed with monetary relief