Consumer complaint received 2026-05-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Comerica
State: TX

Complaint narrative:
I booked a spa package advertised online by the merchant for {$440.00} called XXXX XXXX XXXX The advertised package included a XXXX-minute massage, XXXX-minute facial, and additional bundled services. My husband and I selected this business specifically because of the advertised package pricing and expected total cost. When we arrived at the spa, we showed the front desk employee the advertisement, and the employee confirmed that the package was all set up. At no point before or during the services were we informed that : upgraded XXXXminute services would be substituted ; materially increased pricing would apply ; additional service charges or gratuities would be added ; or the final transaction amount would substantially exceed the advertised package price. Importantly, we never requested or authorized upgraded XXXX-minute services. At checkout, my husband initially attempted payment using his card ; however, the transaction was declined because he only had approximately {$500.00} available, consistent with our expectation that the advertised package price was approximately {$440.00} plus tax and gratuity. I then presented my card believing I was paying approximately the advertised package amount plus tax and gratuity. Before the actual total was disclosed, the XXXX XXXX processed my card. Only after the card had already been processed were we informed that the charges were approximately {$1000.00}, allegedly reduced because XXXX portion of the advertised package was not utilized. The merchant receipt later reflected upgraded and separately itemized services, including XXXX-minute massage and facial services, additional service charges, and fees. The receipt reflected a total of approximately {$710.00} ; however, my card was ultimately processed for {$830.00}, creating additional concerns regarding undisclosed gratuities, unauthorized fees, and pricing discrepancies. This dispute is not based on dissatisfaction with services rendered. Rather, the dispute involves materially different services and pricing than those advertised and agreed upon, unauthorized upgraded pricing, and failure to disclose materially increased charges before services were rendered and before payment was processed. I disputed the transaction with my bank ; however, the dispute was classified incorrectly and later closed without properly addressing the issues of misrepresentation, unauthorized upgraded pricing, and services materially different than advertised. After attempting to reopen the dispute, I was advised by the bank that once a dispute is closed, it is considered closed permanently and nothing further can be done, despite my requests for reconsideration based upon materially different services, unauthorized upgraded pricing, and failure to disclose pricing before processing payment. I am requesting review of the banks handling of the dispute and reconsideration of the disputed charges based upon the merchants failure to disclose materially increased pricing before services were completed and payment was processed.

Company response to consumer: Closed with monetary relief