Consumer complaint received 2019-07-31
Company: BANK OF THE WEST
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
I'm reaching out today because I am so frustrated, and no one has been willing to help me. I'm stuck between a rock and a hard place. I have a simple checking account with Bank of The West and I'm totally in the dark as to what is happening with the account. 

I could not access anything on my account for three weeks through the app or online. I had been checking my balance at an ATM and trying to use cash. My card was still functioning properly so I didn't think that it was anything more than my password needing to be reset. Every time I called the online customer service it was over an hour wait and more than often at the end of my hour wait the call would drop and I would again be frustrated to the point of tears, as I am while writing this email. This is amidst a server crisis that took more than three weeks to fix. This was on XX/XX/XXXX and I still don't have access to anything. 

I called one night and finally got through after another hour wait, and being transfered three times to escalate the situation, all for the gentleman to tell me that I had to go to a branch to close the account. I asked why and he said my account had been compromised, and that he couldn't help me. When I got to the branch the teller said the account was fine and nothing had happened to it. It was totally fine. Very confused and frustrated I asked to close the account ( as instructed by the customer service team on the phone ) which the teller seemed to take personally. She then proceeded to tell me that I was wrong and that there was nothing that happened with the servers. I left and went to another branch to check the status of my account and ensure it was closed or closing. XXXX and XXXX at the XXXX XXXX branch at XXXX XXXX XXXX XXXX. 
XXXX XXXX, CO XXXX - ( XXXX ) XXXX were also very unhelpful in closing the account and essentially told me there is no way for the account to be closed permanently by the bank its self that it's my responsibility to ensure that I have contacted all of the merchants that I have ever used the card or the account with. I don't have access to my account to see all of that information and ensure that I have in fact contacted all of the merchants that are able to charge to the account. They are also the rudest bank tellers I have ever encountered. 

I called the the XXXX XXXX XXXX today to ensure that nothing has charged that would cause an overdraft or additional charges, and they said my address has been changed and that I need to go into a branch because they can't verify my identity. This is 2019 I can't go to a branch every day to make sure there is not fraud on my bank account and that I'm not being charged bank fees for something I have no insight to. I can't see what is happening on this account and I want to ensure that it is closed and that I am not being charged any fees. I know this is a long shot, but please, please, please help me if you can. I just want it to end. I just want to get as far away from this company as possible, but they are requesting I drive to a branch every day to monitor 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