Consumer complaint received 2024-12-19 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:
On XX/XX/2024 at XXXXXXXX XXXX I got a text from my bank about an XXXX charge that was being attempted. I was asleep already so I didnt read the text until almost XXXX XX/XX/2024 when I woke up to feed my baby. I noticed that I also had an email from my bank showing me different transactions that were suspicious activity. I checked my bank account and noticed that charges were authorized in the amount of {$430.00} in New York ( I live in Texas ). I decided to call Comerica right away to the number that was provided in the email to dispute the charges made XX/XX/2024. I spoke with an agent who seemed very uninterested in what I had to say and just asked me a series of questions. I told him that there were two fraudulent charges, both XX/XX/2024 one in the amount of {$250.00} and the other in the amount of {$180.00}, totaling {$430.00}. I told him I am in Texas and not in New York, he explained they were some sort of transfers with my debit card. I explained no one knows my PIN, I dont have it written down anywhere, and that only my husband has used my card with my authorization. I didnt explain that my husband uses it when Im around and that he doesnt use my PIN because he doesnt know it. I was not aware that Comerica would use this small comment against me and that they would close this investigation by saying that I was at fault that my money was stolen from me. Why did this happen in New York then? These two charges were authorized but then other transfers ( per the email ) were attempted at the same time, one in the amount of {$140.00}, one for {$100.00}, and two XXXX charge for {$19.00} but these were stopped? I have traveled recently to XXXX XXXX, was my card information stolen there? Comerica didnt ask me if I had recently traveled. They asked me where I kept my card, I always keep it with me. I am the sole owner of the card, I never share my PIN with anyone. They asked if anyone knows my PIN and I said no. I got overdraft fees packed on due to my bills being drafted from my account and my money stolen. I called Comerica on XX/XX/2024 for a status update on the fraud case, they informed me I had to keep waiting and that a credit would be provided in 10 business days. I also asked if my overdraft fees would be waived since this was not my fault. I would like to point out that I have received overdraft fees in the past but I have never complained or have called to have them waived. I was confident that the case would turn out in my favor because I am innocent. I live paycheck to paycheck. I got a disappointing email XX/XX/2024 saying that they found I was at fault for my money being stolen and that they credit they gave me would be withdrawn. My heart dropped and I started crying. I couldnt believe it. I put my faith into this process and my money was stolen from me twice. I called a branch and the manager was very empathetic. The only kind person I had encountered throughout this whole ordeal. They mentioned that my overdraft fees would be reimbursed and that they would ask that they give my case a second look. They mentioned that Comerica can be very strict when it came to other people using my atm card. I mentioned it was my husband and that even he doesnt know my PIN. That it was unfair they would use that against me. My efforts were crushed as Comerica ended up taking my hard earned money, just as unjustly as the person who stole it from me on XX/XX/2024. This has caused me so much stress and strife. Since I depend on every cent for bills this really put me in a hard spot with my family. It really is a shame. I will be leaving this Bank as soon as possible, the way this matter was handled truly broke my heart

Company response to consumer: Closed with monetary relief