Consumer complaint received 2025-07-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: Comerica
State: AR

Complaint narrative:
-Called XXXX XXXX to ask for Bank statements in XX/XX/year>. They said that I was required to send verification of my identity before they could provide any information. Was told to send copy of ID, front and back, to XXXX. Was told that after I did that they would send a confirmation of my email being accepted and when to call back. Never received any response. 
-Need bank statements as part of XXXX information. I am XXXX XXXX XXXX and NEED my XXXX and I am having my daughter, XXXX XXXX, who is my financial and health POA, as well as my current Social Security Representative Payee as of XX/XX/year>. Submitted XXXX application without XXXX XXXX information since it was already proving difficult, and was hopeful they would understand. Submitted application XX/XX/year>. 
-XXXX  application was denied XX/XX/year> for lack of information. 
-Called XXXX XXXX again XX/XX/year> to try again. After waiting an hour on hold, got in touch with a representative who was asking for my social security number when the call dropped. Tried again, another hour on hold. Got in touch with someone else- said they don't do call backs or extensions to reach someone if the call drops again. Got social security information to representative. Asked for bank statements again. They said previous identity verification sent in XXXX was no good because it is only good in their system for 5 days. Verified email that used- it was correct. Also got fax number to make sure they get the information next time. Call dropped before I could finish asking questions. 
-Sent in ID to email above on XX/XX/year>. And faxed over Birth Certificate and Social Security Card to their fax at XXXX. 
-Received reply regarding email from Monday on XX/XX/year> saying : We have received your ID submission and at this time we will need additional information. Please send an ID that is not expired or two secondary forms of ID such as your birth certificate and social security card ( front and back ). We apologize for any inconvenience this may cause but it is necessary for the security of the account. - The thing is that the ID I sent over email has an expiration date of : NONEXP- which means that it isn't expired, nor does it ever expire. Replied with that information. 
-Called back to follow up with identity verification on XX/XX/year> at XXXX. First person to answer refused to speak to my daughter, unlike all other representatives that answered. She also asked for identity verification and seemed out of the loop regarding any emails or faxes sent. I am not good at handling this stuff and don't remember what to ask for all the time and she made it particularly difficult. Asked to speak to a supervisor instead. Waited an additional 20 minutes and still no supervisor on the line. 

I NEED my XXXX to help cover appointments and copays and my XXXX XXXX. XXXX XXXX is making the process difficult and my daughter doesn't have the ability to keep sending information and following up and I don't have the memory capacity or energy to help her. By not providing me the Bank statements for my XXXX XXXX account for XXXX XXXX, they are preventing me from getting necessary government assistance that I need. Please help.

Company response to consumer: Closed with non-monetary relief