Consumer complaint received 2025-06-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Comerica
State: TX

Complaint narrative:
RE : Urgent Complaint Regarding Undelivered ATM Funds Comerica / XXXX XXXX  / ATM Dispute To Whom It May Concern, I am writing to formally file a complaint regarding an unresolved issue involving missing funds from an ATM transaction that occurred on XX/XX/year>, at a Comerica ATM located at XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX. I, XXXX XXXX, attempted to withdraw {$1300.00} from the machine using my XXXX XXXX card, but the money was never dispensed, despite my account showing the funds were withdrawn. 
Immediately after this incident, I called the number on the back of my card and reported the problem. A dispute was filed with XXXX XXXX the same day. The funds were temporarily credited back to my account during the investigation. 
On XX/XX/year>, I visited the above-mentioned Comerica branch in person with my daughter. I spoke with a clerk and Branch Manager XXXX XXXX ( XXXX ), who confirmed that the ATM was broken. However, I was informed that Comerica could not assist me directly because they do not work with XXXX XXXX customers and that I would need to wait for the dispute process. 
On XX/XX/year>, I received a letter stating that the dispute had been denied, as Comerica had submitted receipts allegedly showing the funds were dispensed. I returned to the bank and again spoke with XXXX XXXX, who reiterated that Comerica can not work directly with XXXX XXXX customers. He advised me to file a complaint with Comerica Corporate XXXX at XXXX. I did so, and was told my complaint would be forwarded to XXXX XXXXOn XX/XX/year>, I was contacted by XXXX, a cardholder advocate at XXXX. On XX/XX/year>, I received an email from the advocacy team instructing me to follow up. I called and spoke with XXXX, who informed me that the dispute had been denied again, citing the same receipts from Comerica. I explained once more that I never received the money. XXXX then told me to speak with the owner of the ATM directly. 
Out of desperation, I contacted Comericas dispute line at XXXX and spoke with XXXX in customer service and her supervisor XXXX XXXX ( ID # XXXX ). I requested that an ATM audit be conducted, but was told Comerica would not initiate one and that I would need to go back to XXXX XXXX. I asked XXXX XXXX to request an audit, and they refused. 
At this point, both Comerica and XXXX XXXX are deflecting responsibility. Neither party is willing to conduct an ATM audit or take accountability for the malfunction. The funds are still missing, and no party has demonstrated a willingness to assist in resolving the situation. 
I am a XXXX individual on a fixed income, and this amount represents my rent money. The refusal by both companies to address this issue fairly has placed me under severe financial stress and jeopardized my housing security. 
I am requesting you to intervene and investigate this matter. I am simply asking for what is rightfully mine : a return of the {$1300.00} that was never dispensed from the ATM on XX/XX/year>. 

Thank you for your time and attention to this matter.

Company response to consumer: Closed with monetary relief