Consumer complaint received 2021-02-24
Company: BANK OF THE WEST
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
Dear Sir or Madam, I am writing to complain about how Bank of the West XXXX https : //www.bankofthewest.com/ ) rudely handled a system error causing an overdraft in my checking account and how they insulted me. Their system error causes a {$35.00} overdraft fee on XX/XX/XXXX. But when I contacted the Bank of the West on XX/XX/XXXX, they claimed that the {$35.00} is a service cancellation fee, and they insisted that I clicked the XXXX stop payment button in my account. But I never did that operation. The online banking mailbox message ( screenshot attached in the complaint ) clearly says the {$35.00} is an overdraft fee, not a cancellation fee. Then the Bank of the West threatened to close my online banking account because " some hacker logged into my account to click the XXXX stop payment button if I did not click. '' Their customer service then rudely hanged up the phone. It is a severe insult to insist a customer did something he never did, especially when I have solid proof to show the {$35.00} is not a cancellation fee. After hearing their threat to close my account, I think the Bank of the West may want to destroy the proof showing {$35.00} is not a cancellation fee by shutting down my account. I have taken screenshots that are attached to this complaint. 

In what follows, I will provide more details like the dates and amounts related to my complaint. 

XX/XX/XXXX My balance is {$520.00}, and I used XXXX to transfer {$400.00} to my friend. 

XX/XX/XXXX My friend did not receive the {$400.00} after waiting for one day, and I used XXXX again to transfer {$500.00} to my friend. This time she got the {$500.00} immediately. Due to the first {$400.00} transfer 's unexpected failure, in the 2nd transfer, I sent a bit more ( {$500.00} XXXX to my friend to compensate for the delay. My balance is {$25.00} after sending the {$500.00} using XXXX. 

XX/XX/XXXX I noticed that my Bank of the West account has a negative balance of - {$370.00}. My friend only received {$500.00}, but the bank system deducted {$900.00} from my account, causing a - {$370.00} balance. The first {$400.00} XXXX transfer status showed " not received '', and it said there is a {$35.00} cancellation fee if I cancel it. Of course, I did not want that. I asked the other friend to transfer {$400.00} to me using XXXX so that I can have enough funds for the jammed {$400.00} transfer. 

XX/XX/XXXX Even my balance was already positive after my friend gave me {$400.00} using XXXX on XX/XX/XXXX, the Bank of the West still charged me a {$35.00} overdraft fee on XX/XX/XXXX, my balance was reduced to {$390.00}. Then their system repeated the previously failed {$400.00} XXXX transfer, and it failed again. Then Bank of the West suspended my account. 

XX/XX/XXXX I called the Bank of the West about their system error that causes the {$35.00} overdraft fee and subsequent problems. However, the customer service tried to cover up their mistake by saying the {$35.00} is a service cancellation fee, not an overdraft fee. I told them I never canceled the {$400.00} transfer on my side, but the customer service insulted me by insisting I was lying. She further threatened to close my online banking account due to security reasons because if I did not click the stop payment button, some hacker did. She even asked me to go to a physical branch to close my account. The customer service rudely hanged up the phone even when I was still talking. I was shocked by the insults and threats from the Bank of the West. They are not treating their customers fairly. 

To sum up, Bank of the West tried to cover up their mistake by claiming the {$35.00} overdraft fee caused by their system error as a service cancellation fee caused by my operation. They insisted that I clicked the cancel payment button, but I never did that. The message in my online account clearly states that it is an overdraft fee, not a cancellation fee. They lied, and they insulted me by insisting I was lying about not clicking the cancel payment button. Bank of the West further threatens to close my online banking account. They choose to insult and threaten their customer for a {$35.00} fee caused by their mistake. I hope CFBP can help me resolve the issue with the Bank of the West. 

Regards, An upset customer of the Bank of the West

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