Consumer complaint received 2025-09-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Comerica
State: CA

Complaint narrative:
On XX/XX/XXXX I went to the XXXX XXXX outside ATM, XXXX XXXX XXXX, XXXX, CA XXXX, at approximately XXXXXXXX XXXX to withdraw {$1000.00} from a XXXX XXXX XXXX XXXX. I processed the transaction and received a message that the ATM could not disperse that amount and did I want a different amount. I asked then for {$980.00} which was approved. I then received a message that there were no {$50.00} bills and did I want {$20.00} bills. i selected yes. After getting confirmation and agreeing to the {$3.00} fee, the ATM disbursed my money. When the door opened the bills were jammed in the machine. I tried to pull them out and was able to retrieve {$380.00} of the {$900.00}. The rest of the bills were stuck and I could not get them out. My mother went to get someone to help while I made sure no one tried to use the machine. The door on the ATM closed during this time. A teller came out and we explained what happened and the rest of my money was still in the ATM. She went in to check and we noticed the machine then said " Out of Service ''. Another woman, XXXX XXXX XXXX, XXXX. XXXX, came out and we again explained and told her a teller was in the ATM room. She left to see what was going on. My mother went inside the bank to wait while I stayed outside to make sure no one could access my money. The bank mgr., XXXX XXXX XXXX came up to my mother to ask what she needed. Again she explained what had happened. The other XXXX women came out of the ATM room and the younger one said she saw the money but couldn't pull it out. The manager then said that they could not give me the {$600.00} per their policy. I would have to file a complaint with XXXX XXXX and they would refund the money and then file a complaint with XXXX XXXX to get reimbursed. 
XXXX XXXX refunded the {$600.00} and then took it away again as they stated that XXXX XXXX said the transaction was authorized and therefore there was no error. I would like to point out that I did authorize a withdrawal, however, I did not authorize the ATM to jam and keep {$600.00} of my money nor did I authorize XXXX XXXX to not give me my cash back. 
I have repeatedly attempted since XX/XX/XXXX to work with XXXX XXXX and XXXX XXXX to try to correct this. Phone calls I have made to XXXX XXXX were : XXXX spoke to XXXX ; XX/XX/XXXX spoke with XXXX ; XX/XX/XXXX spoke with XXXX ; XX/XX/XXXX spoke to XXXX and transferred to XXXX ; XX/XX/XXXX spoke to XXXX and XXXX ( XXXX calls - 1st waited 43 mins and disconnected, 2nd waited 1 hr 2 min and was disconnected, 3rd waited 1 hr 7 min then XXXX transferred me to a supervisor where I waited 1 hr and was disconnected ). In addition XXXX suggested I go to the Police Department to file a claim. I went to XXXX Police Department on XX/XX/XXXX and was told they could not file a claim as it was a civil matter because no crime was committed. I have repeatedly asked for the documents that XXXX XXXX sent them to make their determination and have never received them. I have repeatedly asked them to request videos and copies of their end of the day tally for that date and have received no information back. As you can see I have done everything I can to solve this and have had no success.

Company response to consumer: Closed with monetary relief