Consumer complaint received 2023-10-03
Company: CIBC BANCORP USA INC.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On XX/XX/XXXX, I received the email that my payment was unsuccessful from my university. I was charged {$25.00}. Ive made another payment believing that it was my universitys error as my bank account had enough money. However, it also failed and was charged {$25.00}. I tried to send money to my another bank account with XXXX, but it also failed. I realised that something was wrong and contacted XXXX XXXX around XXXX XXXX. They told me that my account was locked and needed to contact the XXXX XXXX security team to get my account unlocked. I expected it to be resolved shortly, knowing the process, so I made another payment on around XXXX. However, I had to try to contact them for a few days and spent hours as they were hardly available, but there was no response. I finally kept myself awake until at about XXXX and got it unlocked. The security team told me that my account should now function, so I expected my payment to be processed properly. On the other hand, I got the email that my payment was again unsuccessful and I was changed {$25.00} on XXXX XXXX. 

I contacted XXXX XXXX again as the payment failed despite XXXX XXXX claim. Indeed, XXXX XXXX told me that my account was still locked and told me to contact XXXX XXXX again, so I contacted XXXX XXXX. However, XXXX XXXX told me that they have nothing to do with this as theyve already unlocked the account and told me to contact XXXX XXXX. However, XXXX XXXX told me the same thing. As a result, I needed to contact XXXX XXXX and XXXX back and forth. Neither XXXX XXXX nor XXXX seemed to know the proper process of getting my account functioning againhow unprofessional they are!!!! Finally, XXXX XXXX told me to directly talk to the manager of XXXX XXXX, and I was able to get my account functioning again. XXXX XXXX argued that XXXX XXXX security team had to report this to the XXXX side. However, when I asked for compensation, they started implying that I needed to contact the XXXX side after getting it unlocked on the XXXX side, which neither XXXX XXXX nor XXXX told me to, maybe to avoid the responsibility for the loss. As a consequence, this also took me hours and days in total. 

I asked for compensation for the loss, yet neither XXXX XXXX nor XXXX tried to. XXXX XXXX even implied that they dont necessarily notify of hold on their customers accounts and such indirect loss is inevitable and customers need to handle it by themselves. Moreover, though my last unsuccessful payment fee was largely due to their unprofessional behaviourstaking too much time and not knowing how to unlock an accountcoordination failures between its parent, child companies, and misinformation, they never try to acknowledge this and compensate for the loss I faced. 

Thus, considering all those unprofessional and unfair business practices, Id like XXXX XXXX and XXXX to compensate me for the indirect loss caused by the fraud. 

In short : They shouldve notified me of hold on account immediately ; XXXX XXXX and XXXX should be worked together immediately to avoid further loss rather than making me contact them back and forth with no resolution. Considering those mistakes, they must take the responsibility for the loss I encountered.

Company response to consumer: Closed with monetary relief