Consumer complaint received 2017-12-21
Company: RABOBANK, NATIONAL ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Here is a copy of the complaint I sent to the branch manager after I exhausted all other remedies. I have removed my identifying information and address.

[ My name ] I am sending this email to you in hopes that everyone at RaboBank 's XXXX branch is not heartless and cruel. My father XXXX XXXX on XX/XX/XXXX He was an account holder with your bank, and I am his daughter and the beneficiary on his account. In XX/XX/XXXX I came in and cashed out the bank account to which I am the beneficiary. I live in Georgia, so I can not bank with RaboBank as we do not have branches in XXXX I was told by XXXX the employee that was helping me, that there was a deposit made just before he XXXX from Social Security, and that those funds would need to be held for a few days until it was determined that the transaction would not be reversed. If the funds were not reclaimed, RaboBank would send me a cashier 's check for the remaining amount in the account. I did not hear anything more from XXXX or anyone else. I called again in early XX/XX/XXXX and was told she had not received a notice from Social Security that they did not intend to reclaim the funds, which was necessary for her to release the funds. I called back at the end of XX/XX/XXXX and was told that she still did not have the letter needed from Social Security and that she would call when it was received. I did not hear anything again. I called XX/XX/XXXXand was told by XXXX that she made a mistake initially and that the deposit was not actually from Social Security but from my father 's retirement, and would not be reclaimed. A letter was not necessary and that she would mail the check for a little over {$5000.00} out to me the next day certified mail. I then asked her if she had my address and I gave her my address of [ my address ], as she had my former address of [ former address ]. I waited about a week and did not receive the cashier 's check in the mail. She said to wait a few days due to the XXXX Holiday and if I did not have it by the Friday after XXXX to call her back so she could track it. I did not received the check and called again the Monday after XXXX. I was told by XXXX XXXX at that time that the check was not mailed out from the branch in XXXX that all of the mail from the XXXX branch is sent to to be sent out from the processing center until Monday XX/XX/XXXX, two weeks after it was initially supposed to have been mailed. I was told it would take an extra week to get to me because of having to go to the XXXX branch to be processed and mailed from there. I was told to call back if I did not get it in a couple of weeks. I asked them to trace the package and to provide me with a tracking number, and was initially given an incorrect tracking number. When I did not receive the check the first week of XX/XX/XXXX I called back. I was then given the correct tracking number and told that the package was received on XX/XX/XXXXand refused at the door. I verified the address to which the check was sent because I knew that no one at my home would have refused the package nor had anyone received a package as we were all waiting for the check. I was told the check was mailed to [ wrong address ] which I verified using the tracking number, refused as I do not live there, and returned to sender by the US Postal Service. I then, with my sister on the phone as my witness, asked XXXX if she could please cancel that money order and overnight a new one to me since they sent it to the wrong address. She said she would do so onXX/XX/XXXX. I told her I really needed the money because my water was about to be turned off and I had paid my dad 's estate bills and needed money to pay my bills. She assured me that she would overnight it. She then called me back a little later and told me she needed me to complete a lost cashier 's check form in order to overnight the new check to me. I completed it and faxed it and emailed it to her on Saturday XX/XX/XXXX and again on XX/XX/XXXX when she said she was missing a page. She then promised to overnight the check. I did not receive the check and called her again. She told me she needed to wait until the check was received by the bank to send another check out, and she said she would call the XXXX processing center branch to check. She called me back and said that they indeed had the cashiers check and were holding it so she could overnight the check to me. I did not receive it and called her again. She did not answer, but XXXX answered the phone and said he was aware of what was going on and that I would have to wait 90 days to have a new cashier 's check cut and sent to me since it was lost. If the check was returned to the bank before that, they could cut another check and send it to the correct address. I explained that the check was on hold at the XXXX office per XXXX and he said that there is no branch in XXXX and no one can call the processing centers. The centers send returned mail to the issuing branch. I called the post office to have them locate the lost mail and they said that it was returned to sender but is not tracked on the way back to sender and can take awhile to get back to California as it is no longer a priority package. They also agreed that it should have it by now. I called XXXX again yesterday on XX/XX/XXXXwith my sister on the phone as my witness. I was told by an representative after asking XXXX who was in a meeting XXXX that the check was returned to the branch but i would have to talk to XXXX about getting a new check cut. I called XXXX and he denied that the check had been received at the bank and again said I would have to wait 90 days from the date it was issued. I have no idea what the original issue date was and have been lied to several times. I need my money now. I made payment arrangements based on XXXX 's lies and now am way past due on bills and am facing eviction, repossession, utility disconnections, and no XXXX for my children. I am hoping you have the heart and power to help me. Given the horrible treatment I have received and for the following reasons, I believe you should cut me another cashier 's check and overnight it to me for receipt by SaturdayXX/XX/XXXX/ I should have been given all of my money in XX/XX/XXXX when I walked in the bank. Holding my money was wrong and possibly illegal. It was at best inconvenient and what made the mailing of the funds necessary to begin with.

I was lied to several times and relied on these lies to my detriment with creditors.

The check was mailed to the wrong address through no fault of my own. The bank caused the check to be sent to the wrong address and mailed it to a state 3,000 miles away without adequate tracking capabilities to locate it if it was lost.

The bank did not notify me that a lost cashier 's check could not be replaced for 90 days prior to sending it, or offer for me to pay to have it sent via a trackable method.

This money belongs to me and I requested my funds three months ago in XX/XX/XXXXand should have had them released 90 days ago. Holding my funds after request for over 90 days is unconscionable.

I hope that this nightmare ends with you and that you have the foresight and power to get my check overnighted to me by Saturday. If you can not, my next step is to file a formal complaint with the Consumer Financial Protection Commission and the Better Business Bureau. Please contact me at your earliest convenience with a solution to this problem at [ my number ] Sincerely, [ my name ] I called to make sure they received this email and to speak with XXXX XXXX to whom the email was addressed. I asked for the bank president 's name and email and was hung up on by XXXX. I called again and was immediately disconnected. I called an additional 8 times and was sent to general voicemail once and to XXXX XXXX 's voice mail once before filing this complaint onXX/XX/XXXX. Please help me. I just want my money. I am in probate and need it badly until I can get reimbursed from the estate for all of my expenses. In addition, I filed a complaint with RaboBank customer service with regard to this branch last week to no avail.

Company response to consumer: Closed with monetary relief