Consumer complaint received 2020-04-12
Company: Comerica
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I returned from a trip on XX/XX/2020 and found that my house had been broken into. My safe was stolen with all my documents, bank info, bank cards, social security info, birth certificate etc ... I immediatly called Comerica 's fraud department and they shut off the card. They asked me to go into the branch the next day to file my claim because there were so many debits from my account. I went into the XXXX branch on XX/XX/2020and Comerica ststed they had filed my claiim. I also filed a police report, the officer came to the house took pictures, I also filed a reoport with the FTC online and alerted the credit bureaus to put a freeze so no accounts could be opened in my name. 

On XXXX XXXX I contacted Comerica and asked about my claim and they stated that they had not entered the claim yet but it would be entered by the XX/XX/XXXX I asked why nothing had been done in 3 dyas she stated she had been busy. 

On the XX/XX/XXXX I recieved an email from Comerica that listed what appeared to be all the transactions from XX/XX/2020 thru XX/XX/2020 totaling {$35000.00}. Comerica would not provide me provisional credit during their investigaton nor would they provide me any information regarding the progress of my claim. 

I recieved a letter on XX/XX/2020 that was dated XX/XX/2020 stating that they were denying my claim for {$18000.00} because I failed to comply with Comerica 's Business and Personal Deposit Account Contract.Comerica stated that I did not inform them at once of the unauthorized transactions. I contacted Comerica on the XXXX 2020 and they stated they needed a copy of the police report. I sent the copy of the police report to them, and waited. Finally on XX/XX/XXXX I recieved another Letter from Comerica dated XX/XX/XXXX stating they were denying my claim of {$58000.00} for the same reason, that I failed to tell them at once. 

During this time on XX/XX/XXXX my account had been credited {$1000.00} from the fradulant charges. On XX/XX/2020 I was credited {$51.00} on XX/XX/2020 I was credited another {$56.00} and on XX/XX/2020 I was credited another {$450.00}. On XX/XX/XXXX I called Comerica and tried to get some explination from them regarding my claim. The representative told me that I should go into the branch and made an apt . for me for XX/XX/2020. I went into the branch to discuss this matter and the represenative at the branch called customer service and then told me I should speak with the Branch Manager. On the XX/XX/XXXX I tried to make an apt . to speak with the branch manager but she stated I needed to contact customer service. I contacted customer servie on the XXXX of XX/XX/2020 and they informed me that my account was closed as of XX/XX/XXXX and that I owed them {$650.00} becuase my account was overdrawn. She gave me the collections number for Comerica. I have found Comerica to be completly unhelpful in a time when the customer needs them most. 

I have asked them why they have denied my claim becuase I told Comerica immediatly once I found out? No response I have also requested documents they used to come to this determination? I have recieved nothing but the run around! 

I asked them to please explain how they can deny my claim if I am being credited money? They stated it was the retailers crediting money not Comerica. This makes no sense? 

Why did they close my account if I was still recieving credits? Now I have no chance of recieving any additional money that is owed. 

Why did comerica not refund any of the {$5000.00} in NSF fees they took from my account? 

Reading through Regulation E Comerica has violated several regulations set forth. I would like to settle this matter without having to get a lawyer.

Company response to consumer: Closed with explanation