Consumer complaint received 2025-11-10 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: Comerica
State: CA

Complaint narrative:
On or about XX/XX/XXXX, I made an attempt to reset my password, online, with XXXX XXXX Customer Service. At the time of contacting them, over the phone, I experienced a very rude and unprofessional " female '' representative, on the line. 

The representative, after trying to explain that I needed to reset my password on my XXXX XXXX, online, account, and I needed to speak with someone in the Internet Troubleshoot ( IT ) Department, she began to speak to me, strangely, in a rude manner that was very unprofessional. 

The representative began to advise me, after I informed her of needing to reset my password, in order to inspect and manage my account, due to me obtaining a new XXXX XXXX XXXX XXXX, following my previous complaint that funds were being unknowingly withdrawn from the account. 

In addition, upon receiving my new debit card number and activation, I had allegedly been experiencing similar issues with my online account where my debits and balances were not adding up and showed low balances, because the online transaction feature only permitted me to obtain the first ( XXXX ) transactions. 

Checking these balances, I wanted to obtain access to my account and inspect all of the transactions, because I did not recall spending more than I had already had, while keeping records of spending. 

While seeking to speak with the ( IT ) person, over the phone to XXXX me access to reset my password, in a very rude manner, the representative advised me that " You Need To Get A New Account. '' She proceeded to provide me with a telephone number ( XXXX ) XXXX. I then inquired to her of why did I need to contact this number, if I only needed speak to someone in the ( IT ) department to give me access into my XXXX XXXX account? 

Without any further explanation, she rudely told me, ( " You Need To Call That Number For A New Account. '' ) However, I did not want to continue discussing the issue with her, any longer. 

I reached out and contact the number given. The number that I was given was the number for the Department of Treasury. This was very strange, because after speaking with another female representative, the representative informed me that contacting that department has nothing to do with my issue, She further informed me that she did not understand why XXXX XXXX would even give that number for that particular issue. She advised me that they only deal with sending out checks for Social Security payments. She informed me that she was sorry, but XXXX XXXX should have not had me contact them. 

After being advised of this, I returned a call to XXXX XXXX and spoke to another customer service ( Male ) representative concerning my wanting to reset my password, in order to manage and inspect my account. 

To my surprise, he began to inform me that in order to reset my password, he would have to generate an internal ticket to help me with the issue, first. I then informed him that the previous representative did not inform me nor help me; especially concerning the generation of issuing an internal ticket to reset my password. 

The representative apologized for this matter, and promised that he would get the ticket started, in order to help me and, as I recall, he informed me that I would be getting a call from them that afternoon. 

However, after a full day occurred, I returned a call to customer service, I was placed on hold for more than ( XXXX ) minutes, without anyone answering. After being placed for so long, I decided to hang up. 

After a week had expired, I received an call from XXXX XXXX and in my opinion, after leaving a voicemail advising me that they do not know how to help me with my issue. I was very surprised to hear this, because I only wanted to reset my online password, in order to gain access and inspect my account from balancing my bookkeeping records. 

This is the reason for filing, yet another complaint, because I do not know nor understand reasons for not providing me access into my account, other than, in my opinion, making an attempt to conceal whatever else is transpiring into my account. 

As a measure of being proactive with what has been occurring, I decided to take steps to ensure that my account with XXXX XXXX will no longer be easily accessible for any alleged fraud to further exist. 

Upon the day of my Social Security XXXX XXXX being directly deposited, on the XXXX of the month, I have been forced to go into my other banking institution and make an immediate transfer of basically a large sum of the deposit into the other account. 

In addition, I also contacted the Social Security, online, and requested that my direct monthly payments going into XXXX XXXX 's banking institution be automatically transferred into my other bank. As of XX/XX/XXXX, my Social Security XXXX will no longer be deposited into XXXX XXXX 's bank. 

In my opinion, this decision is best for, again, ensuring that my monthly XXXX payments will never have any opportunity for alleged fraud continuing.

Company response to consumer: Closed with explanation