Consumer complaint received 2023-01-18
Company: UMPQUA HOLDINGS CORPORATION
State: MD
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I used to live in XXXX So I came to XXXX because my family needed me and we need money because my sibling is sick, I needed to cash a check so I thought of a bank and put a call through to Umpqua bank and ask the representative if I could open an account and I'll be able to do a mobile deposit and also have access to online banking, the representative told me yes and that I could easily set up and account online, so I went to the website to set up an account, and I provided everything that was requested got to a point opening deposit of {$25.00} was requested I thought I could use the check to pay but I couldn't so I talked to a neighbor and requested to borrow {$25.00} and I'll pay back the next day since I have a check in hand, so XXXX gave me access to take {$25.00}, and my account was successfully opened, my account number is XXXX and I was able to create an online access and have full access to my account, I will also attach prove to this complaint, so I download the app took a clear picture of my check and submitted, Umpqua sent me an email that it has been submitted and will be processed on the next business day, so today the check was processed, and it cleared successfully, few hours after I got the email that my check was successfully processed, I tried to log in and I couldn't, I thought I was hacked then I decided to call Umpqua and they confirmed they deleted my online access and I'll have to wait XXXX hours for them to see what's wrong, No I don't have to wait XXXX hours, I need access to m Money, I want to log into my account, I want to be a belt to withdraw my money at the ATM, I need access to my account. we need money for my sick sibling, it's either you provide your services to me or you don't, Umpqua does not have the right to hold my money I don't owe loan, I don't owe debt and the check wasn't illegal, I'll attach a copy of my check too, everything I did was legal! The check was a legit check that went through successfully! i didn't provide the requirements my account would not have been opened, I want full access to my account, if I take out my money and you feel you want to close the account, Umpqua can go ahead and to close it after I take my account back to XXXX balance!, my details was verified and that's why i was able to open an account, why open an account for me only to keep my money?? i want to have full access to my internet/online banking and transfer my money i want the account closed, according to the account agreement i have right to close my account. Customer service are rude and mannerless, which i read all the complaints on XXXX before opening an account .i have every right to my money .... the check deposited into the account is legit and they confirmed it wasn't a fraudulent check.there was no fraudulent activity on my account.

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