Consumer complaint received 2022-04-05
Company: BANK OF THE WEST
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Friday XX/XX/2022, I deposited a paycheck from my employer using Mobile Deposit through my bank 's mobile app. The amount of the check was larger than usual, because I was paid for accrued vacation time. The total amount of the deposited check was {$7800.00}. 

On Saturday XX/XX/2022, I noticed the bank had placed a hold on my deposited funds. One hold was in the amount of {$5300.00}, and the other hold was in the amount of {$2300.00}. Evidently the bank saw fit to make {$220.00} of my paycheck available to me overnight. 

On Saturday XX/XX/XXXX, I tried calling the online banking department. After going through the menu of options, I was placed on hold and told by automated message that they were " experiencing a staffing shortage '' and the " expected hold time would exceed one hour. '' I hung up and called my branch manager, XXXX. He answered right away, and when I asked about him removing the holds, he said he couldn't do that, that once a check is mobile deposited, the only option is to work with the mobile banking department to release the holds. Since I didn't have an hour to spare on Saturday and was preparing to go to work, I waited until Monday XX/XX/XXXX and called the mobile banking department again, only to be met with the same message of a " staffing shortage and a hold time exceeding one hour. '' Today, Tuesday XX/XX/XXXX, I again called the online banking department, and this time, after holding for about 13 minutes, someone answered. I explained the reason I was calling and requested that the hold be removed from my deposited paycheck. I was told that the hold would not be lifted and my paycheck would be held until XX/XX/XXXX. The online banking representative told me she could not remove the hold and reminded me that potential holds are disclosed on the app during the mobile deposit procedure. 

I have banked with this bank for 11 years and have never had a deposited item of any kind returned. I have several accounts with this bank, and have in the past mobile deposited checks exceeding {$75000.00} that were not held at all. I have not experienced a returned check drawn on this account in many years, and the last time I did, it was a bank error due to holding my deposit!!! 

This new hold appears random, and is abusive precisely because of its unpredictable nature. Perhaps the bank is now imposing holds on all deposits as a result of the fact that Bank of the West was recently sold. I don't know what is going on internally with this God-forsaken bank, but holding a person 's paycheck for 12 calendar days is excessive and abusive, particularly given that the check was drawn on a local, in-state bank. I have no doubt that the check had already cleared by Saturday XX/XX/XXXX, or Monday XX/XX/XXXX at the latest. To hold my funds for another 10 days is absurd. Meanwhile, I'd like to pay my mortgage and other bills, but can not due to this bank that by all appearances operates like a XXXX XXXX or at least as if it is controlled by one. 

What kind of bank imposes abusive hold times on people 's paychecks, turns the customer away from resolution at the branch level, wastes exhorbitant increments of their customers ' time by not having enough staff to answer calls about its own abuses, and when the customer finally does get through to that " department, '' refuses to help the customer? BANK OF THE WEST! This bank should be investigated and shut down. I'll be closing all of my accounts down just as soon as this poor excuse for a " bank '' deems me worthy of having access to my own money. I advise my fellow citizens to immediately withdraw all funds from all large banks, and open accounts with local, community banks and/or credit unions, where you can talk face to face with a real human being and have your matter taken seriously and resolved according to standards of human decency.

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