Consumer complaint received 2025-06-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: Comerica
State: PA

Complaint narrative:
On XX/XX/XXXX, I called XXXX XXXX over 13 times, including submitting an ADA complaint via email. I made contact attempts throughout that day, with the final call around XXXX XXXXXXXX XXXX, where I explained I was being locked out of my account with no verification, no fraud details, and no written notification. They never confirmed any fraud occurred and failed to follow ADA guidelines or internal fraud procedure protocols. No documentation was provided despite repeated requests. 

Today, XX/XX/XXXX, I began calling again at XXXXXXXX XXXX XXXX and was continuously ignored, interrupted, misgendered, and denied access to my account. Representatives failed to brief each other or log my requests. I was forced to repeat traumatic information over and over across multiple representatives for 6 hours straight, leading to emotional and XXXX XXXX tied to my XXXX. 

At XXXX XXXX EST, after a night of escalating violations, I was cold-transferred by a Tier 2 rep XXXX ( who claimed she was Tier 3 but clearly wasnt ), and she began screaming at me, denying everything I had stated about my ADA status and falsely claiming I was not cooperating. I told her I use a speech tool, which previous reps refused to accommodate. Despite this, XXXX ended the call, misgendered me, and provided no legal or formal explanation for the account restrictionclaiming instead I had to submit documentation without ever giving me anything in writing or an investigation ID. 

Issues Reported : Failure to accommodate my ADA-protected disability and use of assistive technology.

Discriminatory misgendering and failure to update records to reflect my correct name and identity.

Verbal abuse and psychological harm caused by repetitive denials, interruptions, and screaming over me.

False claim of fraud that was never validated or documented, nor communicated in writing.

Failure to provide written documentation of the hold or restriction on my account.

No fraud team contact despite being promised callbacks. I was stonewalled and ignored for days.

Cold transfers and weaponized escalation procedures used to deny services and silence ADA-protected speech.

This is a violation of the ADA ( Title II and III ), CFPB consumer protections, and internal fraud handling standards for financial institutions under federal regulation. I worked in financial compliance, and what was done is not only illegalit is hostile, retaliatory, and dangerous. 

I am now closing my XXXX XXXX account due to the emotional damage, financial risk, and systemic abuse Ive endured. This company is not ADA compliant, not trauma-informed, and is acting outside of banking ethics and federal law.

I am requesting : A full written explanation of the fraudulent flag on my account, including source, investigation ID, and when it was placed.

The entire call log and chat record from XX/XX/XXXX to XX/XX/XXXX. 

An immediate audit and supervisory review of the Tier 2 and Tier 3 escalation process at XXXX XXXX. 

A direct call to my updated number ( XXXX ) from a Tier 4 or legal escalation agent familiar with XXXX and CFPB compliance. 

Formal written acknowledgment that my XXXX was not accommodated and that I was harmed by these actions.

Company response to consumer: Closed with non-monetary relief