Consumer complaint received 2016-12-08
Company: Comerica
State: TX
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I originally opened an account with XXXX that was converted following XXXX acquisition by Comerica Bank. Since I was unable to retain my old account type ( with no minimum balance or fees ), To better serve my needs, I converted the account to a " Premier Checking '' account with a {$5000.00} minimum balance to avoid fees and inactivity charges. 

At some point over the last two years, Comerica apparently changed the parameters for their Premier Account to involve a much higher minimum balance to avoid a service fee. I was not informed of such change, and I presume that my account was grandfathered under the old conditions, as I was never charged a service fee on the account. 

After several years of just collecting interest, the account went pre-escheatment status and I was informed that I needed to take action to keep it from being sent to the State of Texas. While taking the steps to avoid escheatment, I noted that I had suddenly started receiving a {$22.00} service fee on the account despite the fact that nothing had changed in my balance or the type of account that I had.. 

I notified the XXXX location of the issue. The banker had no product knowledge and was unable to explain to me what happened, but did show me the parameters for the new " Premier Checking '' account, which now required {$25000.00} for a minimum balance. We concluded that when my account was dormant, it was either grandfathered or simply not getting charged, but when it entered pre-escheatment and was reactivated, the fees started occurring. 

The banker helped me convert the account to Comerica 's new {$5000.00} minimum balance account and assured me that she would get the fees refunded. My next statement came and not only were the fees not refunded, but a third fee had processed on my account. I came back in and was once again told that the account would be converted to the proper account, but somehow XXXX fees had accrued before this happened. 

I have made five trips to Comerica over the last few months and the experience has been the same each time. There is never a manager available to speak with me, and I would have to wait over an hour each time to speak to someone who could actually help me. Whether I speak to a banker or a teller, no one at XXXX different branches can pull a sufficient transaction history that shows the fees, no one can be bothered to pull statements from those time periods, and while they keep claiming that all of the fees have been taken care of, my balance is still short of where it was before the fees started accruing, despite the fact that I have never added or removed money from the account in question this year. 

I have been promised call backs on XXXX different occasions from branch managers at XXXX different branches ( including XXXX and XXXX ) but have not yet once received the follow up call back. On my last visit, I requested information for the District Manager and Regional Manager, but instead was provided a long-distance number to a " Quality Process '' department that is supposed to handle complaints. 

Upon departing the branch, I received a call from the teller who I had just spoken with. She mistakenly called me while trying to call one of the other branch managers to warn them that I was calling Quality Processes and to " cover their XXXX '' so they did n't get in trouble. When I informed her that she was speaking to the very customer that she was complaining about, she promptly hung up on me. 
It has been one week since I reached out to Comerica 's Quality Processes department and left messages for them, and no one has bothered to return my calls. I 've even notified them via social media and their social media team has assured me that they have forwarded my complaint, but my calls have not been returned. I was incorrectly charged XXXX {$22.00} fees and I just want my money back

Company response to consumer: Closed with monetary relief