Consumer complaint received 2018-11-15
Company: WASHINGTON FEDERAL BANK
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
Because I know I may have to repeat the situation many times, I have copy and pasted the text I sent to the FTC a while ago and sent it to myself to paste in text fields like this. The text is as follows : Text to FTC Inbox x JXXXX XXXX XXXX Thu, XX/XX/XXXX, XXXX XXXX ( 6 days ago ) to me Hi. On XX/XX/XXXX, my billpayer feature with Washington Federal Bank generated a {$150.00} payment to XXXX XXXX XXXX XXXX as it had for many months prior. I decided to make another payment on XX/XX/XXXX for another {$150.00} by manually making a transaction through my billpayer feature with Washington Federal. On XX/XX/2018, I received an email from XXXX that said : Retail Online Banking Support The following bill payment was returned to our bill pay processor as invalid Account Number, by the bill payee. Your account was credited today XX/XX/XXXXXX/XX/2018.

Date : XX/XX/2018 Payee : XXXX XXXX XXXX XXXX Amount : {$150.00} Please contact the bill payee to verify refusal, account number, address, and update bill pay information so that the payment may be applied correctly.

Should you have any questions, please feel free to contact me.

Thank you for banking with Washington Federal. 



XXXX XXXX Client Services I called XXXX XX/XX/XXXXXX/XX/2018 on the phone, and they said that they had not had any notices of payments being rejected. I went to my local Washington Federal Branch in XXXX, WA on XX/XX/2018 and they said they didn't know why the XX/XX/2018 payment did not go through, so I asked them to generate an email so I had proof that I am on track of the situation, which they did. I called XXXX back on XX/XX/2018 to further figure this out, and they said that they have no record of two payments for the month of XXXX, and they show a payment on XX/XX/XXXX as going through. The payment sent the XXXX shows it going through on the Washington Federal end, but not being received on the XXXX end. The payment on the XXXX shows being paid and returned on the Washington Federal end, but shows being accepted on the XXXX end. I then sent a reply to Washington Federal : XXXX XXXX XXXX Attachments XXXX XXXX ( 1 hour ago ) to XXXX Thank you for the information. I called XXXX with the information you gave me, and they said that they recieved 1 payment in XXXX on the XXXX, which had to be the one issued on the XXXX, as the payment made on the XXXX would not have arrived yet. Therefore, something is corrupt somewhere. My XXXX statement says the reference number for the payment received is XXXX. I also noticed that the font on the statement with that number is different, where as it is not different on the previous month 's statement for payment. This would indicate that the payment number was entered from a different source than normal. Furthermore, it indicates perhaps a third party should investigate the nature and details of these transactions, or lack thereof. I could not get a contact email over the phone, or even a reference number for the conversation, though they supposedly added a note to the file of my account. The account number on my statement is XXXX, however the number at the bottom that bankers use is XXXX, if that should help remedy the inaccuracies. Please do more to investigate these transactions, and email me back with your findings. Thank you. XXXX XXXX This is where I turn to you, the ftc, to get these bankers straightened out. Thank you. XXXX XXXX

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