Consumer complaint received 2022-09-13
Company: MORGAN STANLEY & CO. LLC
State: SC
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened E*Trade Morgan Stanley Private bank premium savings account XXXX on XX/XX/XXXX. I submitted my drivers license and verified my XXXX  XXXX XXXX XXXX bank account via XXXX test deposits with activation specialist XXXX. On XXXX, I funded account XXXX with {$100000.00} via ACH transfer from external account. On XX/XX/XXXX, I saw my account couldnt have a beneficiary and wasnt a joint account. I called acct. spec. XXXX, who opened joint acct XXXX and transferred the funds to that account and had me re-submit my license to verify. 
On XX/XX/XXXX, I saw account XXXX was restricted. I called and was told the account needed to be re-verified, to upload my LicenseXXXX time and social security card. I did and was told restriction would be lifted in a day.4 days later my account was still restricted. 
On XX/XX/XXXX, I called and informed to upload photograph of myself holding license under my XXXX. I was told the account was all set, the restriction would be lifted in a day. I kept calling and was now told my external bank needed to be re-verified by a XXXX call. I called 4 times to have E* trade verify my external bank acct. Each time told they said couldnt get thru to XXXX. I was asked to give my XXXX username and password. I asked how to get my money out. I was told to have my bank recall the funds.I contacted XXXX, filed a form and learned that funds can only be recalled if sent by error. 
XXXX worked to retract the money via XXXX by submitting test deposits to link to E*Trade. E*trade blocked the same external account from which funds were taken. 
XXXX XXXX, I saw my restricted account had accrued 2 % interest. On XXXX, E*Trade closed my account. I can no longer log on or view it. I called and was told reason account closed was E*trade no longer wants to do business with me, to wait for a letter via mail. On XXXX, I called, spoke with act. spec. XXXX XXXX who stated the problem is the external bank needed to be reverified. She reached XXXX, confirmed all of her requirements, stated everythings verified and emailed the operations team to reopen the account for immediate withdrawal, stating itll take XXXX days and shed call. 
On XXXX, I left a message for XXXX to call me. No call back. On XX/XX/XXXX, I received the letter from E*Trade. The letter states We are writing to notify you that the above-referenced Morgan Stanley Private Bank account was recently opened using your personal information. As part of our opening review process, we determined that your personal information may have been used fraudulently to open the account. Accordingly, we have closed the account. 
Correspondence XXXX XXXX I called agent XXXX after receiving this and advised her I did open the account, this letter was sent in error, i verified everything requested. XXXX said shed note the acct. but once it's closed, little can be done, said has seen money held without interest for as long as 2 years. 
I have : Verified external account Provided license 4 times Provided social security card 2 times Provided photo of me holding license Verified external bank, that Ive been a customer XXXX yrs and funds came from there Verified receipt of letter sent to my physical address, addressed to me asking me to call, by calling the number provided. After 23 days and all my verifications, E*trade is NOW stating they closed my account because they dont believe I opened it. Throughout the entire process, never once was it mentioned that there was any questions or concerns over identity, they only needed verification of the external bank. E*Trade not only won't return the money to the external account it came from, felt it necessary to block the XXXX  external account from attempting to get the funds back into the account it came from. I feel the fraud is that XXXX took my money and is doing everything possible to keep it. I was also told since the account is closed, I am entitled to no information and my money doesnt accrue interest. I've done everything requested of me. 
Please help. I'm a XXXX retiree and need this money to live Etrade Morgan Stanley Private Bank states they believe I may be a victim of identity theft. They believe that someone posing as me submitted my license, my social security card, submitted a picture of me holding my license, used my email, my cell phone, my laptop, all of my passwords and used my home address to open an account in my name. Then passed all security verifications from both banks and deposited money via ACH from my XXXX XXXX XXXX linked external bank account with my name on it into my Etrade savings account with my name on it. Then called Etrade everyday and verified everything they requested using my cell phone from my home address and then received mail from Etrade sent to my home address listed on the account and contacted Etrade as requested. This is why they closed my account. To protect me-from me.

Company response to consumer: Closed with explanation