Consumer complaint received 2024-01-21
Company: COLUMBIA BANKING SYSTEM, INC.
State: NJ
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Someone in the Columbia Bank branch located at XXXX XXXX XXXX XXXX XXXX XXXX seems to think they can disallow my access to funds that are in my name. This is the second time this has happened. The first time XXXX contacted me approx. XXXX and asked for my mother and I then informed her that she had just passed away. She then proceeded to interrogate my request to wire funds to another institution. I was a bit shocked at the responses she was giving me and this call ended. 

I attempted to call back approx. XXXX minutes later to try to speak with XXXX to find out what was going on. XXXX answered and put me on hold for XXXX. No one ever picked up my call after that. Waited XXXX minutes on hold. 

Later that afternoon approx. XXXX XXXX XXXX me back and first said that XXXX had left for the afternoon. Then she explained that my wire transfer had been cancelled by XXXX and that I would need to open my own account and reprocess the wire transfer if I wanted to do that. She also informed me that I should not use my XXXX XXXX access to the accounts since she had just passed away since the online access accounts at their bank are attached to a social security number. XXXX also asked me what the transfer was for. I responded by asking her how much interest her bank was providing for the XXXX XXXX account. She had to check but she informed me that the amount of money I had in the account would be approx. XXXX XXXX I explained to her that the institution I was transferring the funds to would be providing XXXX XXXX on US currency so clearly it would be more advantageous to move the money there. She clearly understood my position. 

I immediately opened XXXX new online access accounts XXXX for myself and XXXX for my father so that we both can have access to these accounts online as my father is XXXX XXXX. 

I did not have access to all of the accounts but I set up a new wire transfer for a smaller amount to the same institution. Contacted XXXX again and she told me I would have to submit a form to add the missing accounts for both my online account and my fathers online account. 

I did so and waited until the next day. I contacted XXXX again and she assisted me in getting everything setup correctly with the online access for both myself and my father. 

She contacted me again later that afternoon to verify the wire transfer and I explained it again to her and she approved the transfer. This went through as expected so I then set up the larger transfer with my father using his online account and I expected my issues to be done and dealt with. 

This was not the case. The next morning I was busy and did not receive the call from Columbia bank but apparently they felt the need to again cancel my wire transfer and in addition put a hold on both my and my fathers account. 

In the Your account is on hold message there was a contact XXXX XXXX XXXX displayed. 

I contacted this number and spoke with a gentleman who verified my and took all the information about what was going on and he just said that the local branch had put a hold on the account and would be reaching out. I informed him that this is not okay to do to someone. The questions they asked were answered and they continue to prevent me from accessing my account and I can only assume this is XXXX the branch manager that seems to have an issue with my use of my funds. Again these are my funds not anyone else 's. If XXXX has an interest in my funds she should make her interests known as I don't recall even seeing her at the wake or funeral of my mother! 

I believe this is clearly an OVERSTEP and abuse of power as the issue for transfering money out of their bank is to achieve greater returns through higher interest rates. Not some nefarious purpose. And this was explained to the one associate XXXX who seemed to be a reasonable person. Maybe XXXX should be reviewed for other instances where she has blocked transactions or withheld access to even viewing someone's accounts. 

My further concern is that this bank may be struggling and if the funds from my account are going to prove them to become insolvent something should be done about this immediately.

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