Consumer complaint received 2021-11-25
Company: First Technology Federal Credit Union
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I closed a CD account with XXXX Bank and deposit a $ XXXX check via XXXX XXXX ATM ( XXXX ) on XX/XX/XXXX into my First Tech Fed Credit Union ( XXXX XXXX checking account. On XX/XX/XXXX, XXXX revised the funds out of my checking account, left my account with a negative $ XXXX balance after I paid my property tax and other bills. I found out when my autopay mortgage was rejected and I called XXXX. 

On my first call, they told XXXX rejected my check due to " account closed ''. I went to XXXX and they said they have nothing to do with it, I just used their ATM. the transaction is with XXXX. 
I called XXXX, citing what I learned from XXXX, and they told me the check was rejected, I need to contact XXXX. I contacted XXXX, they said I get the check because my CD account is closed, the check is issued from their evolving account and thousands of their customer is using the same account, cashing the checks without any incidents. And according to their record, the check was never cashed. The check is a good check. XXXX Bank staff is so nice they are willing to conf call with XXXX, but XXXX refused any 3rd party on the phone as their policy. 

Since I was - $ XXXX balance, it put me into a deep hole, I have to borrow money from my family to fill the debit and pay for all the ongoing bills that follow. 

XXXX said they will look into the situation and someone would call me back on a business day. I did not receive any calls or any follow-up from XXXX at all to this day. 

XXXX bank is so nice, they called and follow up with me around 3 days later, asking about the situation and willing to provide additional assistant within their power. 

On around XX/XX/XXXX, I received the returned check, a copy of the check front and back. It said it is a legal check. There was the ATM stamped on the check on the deposit location, date, and my account info. 

I took this same check to XXXX branch in XXXX, told the teller what happened, deposit the check into the same account. 

Today is XX/XX/XXXX, I contacted XXXX Bank, they told me the check was cashed on XX/XX/XXXX. 

I called XXXX to confirm the transaction is completed. They said they don't know, and there is a hold on my money til tomorrow for $ XXXX. 

I requested XXXX to reverse the ATM adjustment fees, XXXX said they can not. I like to escalate to their management, they said they are reviewing it and put me on hold and the call got disconnected. XXXX did not call me back. 

I called again an hour later, told them what happened, and they said they will submit a review and let me know. I asked for management and they said they will review and it is not something they can do over the phone. 

The check is good, I deposited it into an ATM. Whatever went wrong with the transaction is not my mistake to my understanding. I lost $ XXXX in the process for over 3 weeks and XXXX penalized me for the transaction error. 

I need help to find out what went wrong to the check and who should be responsible for the penalty fees. I also need XXXX to issue a letter to clear my late payment and repair my credit.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation