Consumer complaint received 2021-12-02
Company: BANK OF THE WEST
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Fees charged for closing account

Complaint:
I had 3 accounts with Bank of the West in XXXX Ca that I opened in XXXX. 

One account was a joint business account, and 2 personal accounts. The reason for 2 personal accounts was because the first personal account I opened was problematic. The bank would keep charging me a monthly service fee when the checking account was to be free, with not monthly service fee. I would have to continuously go to the branch and have them reverse charges. After several months, the bank closed that account and opened me a new account to fix the problem. When I opened the new account I had moved from XXXX to XXXX, and gave the bank my new address for my personal account, and my new address for the business account as well. This was done in late XXXX. I had always received my statements and all other correspondences from Bank of the West at my new address in XXXX. 

On several occasions I made cash deposits into my new personal account so that the money was made available immediately. However, the teller deposited the cash in the old account that was suppose to be cancelled, causing new XXXX fees for my account. After having the branch manager XXXX involved, she told me that she took care of the problem and I would not have to worry about it again. 

After banking with them for XXXX years, I sold our business and moved to XXXX Never having a problem receiving any correspondences from bank of the west. I called and spoke with XXXX to cancel my personal account on XX/XX/XXXX. XXXX asked me for my XXXX address because after closing my account, there was a small balance of {$1.00} cents that would be mailed to me. 

In XXXX I get a call from a collection Co. The XXXX XXXX XXXX stating that I had over a {$300.00} balance for NSF fees from Bank of the West Ca. They informed me that they reported to the credit bureaus and that it would effect my credit. They also told me that the bank had sent many notices to my XXXX address to inform me of the account. I explained to the collection company that I had moved from XXXX to XXXX in XXXX and that the bank knew it was an old address and why would the bank send the notices to an old address. Obviously, I was shocked and told them that their was a mistake and they informed me to contact the bank. I called the bank and spoke with the Asst. Manager XXXX. I told her what happened and she told me that she remember me calling and speaking with one of the girls about closing my account, because of the relationships that me and my business partner build with the employees at the branch. I had taken out a business loan as well as a equity line with the Bank. XXXX informed me not to worry and to call the collection company and tell them that the bank will fix the problem. 

The following day XXXX found out that the account was never closed and that their was a automatic payment that came out of that account every month that put my account in the negative starting in XXXX. I contacted the company and gave them my new XXXX info for future withdraws. XXXX then informed me to go ahead and pay the negative balance to the collection agency and then bank of the west will remove the collection account from my credit once the negative balance has been paid by me. 

At that time, I was upset for 2 reasons. 1, I had to pay the negative balance even though it was not my fault that XXXX did not do her job and instead closed the wrong account that was suppose to have been already closed years ago. She ended up closing the old account that was suppose to have been closed by XXXX XXXX years ago. However, it was more important to me to have good credit and get the collection account off my credit report. After paying the account off XXXX told me she needed to get approval from the district manager XXXX. 

After one week XXXX called to tell me that XXXX said it was my fault for not checking my emails that Bank of the West had sent me back in XXXX and XXXX letting me know that my account was negative. I told XXXX that not only did I not receive the emails, but that I canceled my online banking and unsubscribed to any bank of the west emails because I closed my accounts. I had expressed concerns with XXXX that how could XXXX close an account that was already supposedly closed 6 years ago, and that she should have know which account to close since I had already closed that account twice and that I knew I was only suppose to have one account instead of 2 accounts. Also, why would the bank send the statements and notices to XXXX my old address, and not my new address in XXXX, especially since the statements all have my XXXX address printed on them in the first place. XXXX said it did not matter, and that I should have followed up to make sure it was done. I told XXXX that I should not have to follow up with the bank to make sure that the employees due their jobs correctly, and that if they would have closed the old account when they were suppose to, then the problem would have newer happened to begin with. Also, if the bank had sent the notices to the correct Ca address then again the problem would have been taking care of. 

I am asking the CFPB to please help me in this important matter, and let the bank know that they are in the wrong, and to have them remove this from the my credit report, and to have the XXXX XXXX XXXX XXXX remove the paid collection from my account as well. 

Thank you for your help!

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