Consumer complaint received 2018-05-22
Company: ZIONS BANCORPORATION
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On or around XX/XX/XXXX I transferred our company banking account and credit card balance to National Bank of Arizona. I sat with their central office manager XXXX XXXX and explained in great detail our needs and why we were leaving XXXX XXXX. XXXX XXXX ensured me that NBAZ did not charge fees for nonprofit banking and if I had any problems to reach out to him directly. I have deposited {$1000.00} between XX/XX/XXXX-XX/XX/XXXX. In addition to other deposits made from XX/XX/XXXX-XX/XX/XXXX for the amount of {$14000.00}. 

I can say XXXX XXXX was attentive for the first 30 days or so until we received our credit card, then he began avoiding phone call, emails and face to face attempts after finding out we were being charged for statements and late fees. This was our first problem being charged {$5.00} for a statement without being told it could be issued free of charge if we opt to e-statement. After I noticed the fee, I looked deeper into our account only to find that we were being charged a late fee on the credit card. I was told by the customer service rep that the due date flexes every 25 days. BIG WARNING!! No account with a required payment should jump from one date this month and another the next. This ultimately leads to consumers paying more for borrowed funds when they are not informed of an actual due date. Imagine all your bills being due on a date you we not made aware of, then BAM you get hit with a late fee ontop of that.

Secondly, we were not informed of the coercive measures NBAZ boldly practices. For example, on XX/XX/XXXX a deposit of {$3000.00} was made at XXXX XXXX at the NBAZ XXXX XXXX location, however we were charged two {$35.00} INSUFFICIENT FUNDS FEE for a pending transaction that was later posted on XX/XX/XXXX. I questioned the fees with the staff there, and the assistant branch manager was very rude and unprofessional as if she did not desire to service minorities. I then contacted the customer services line on the back of the card for further clarification. I was informed then that the only way any of my fees could be reversed is if I returned to the branch where I opened the account. I then attempted to reach XXXX XXXX by phone and was unsuccessful prompting me to email him my concern. 

Then on XX/XX/XXXX I deposited {$3100.00} and was charged an additional INSUFFICIENT FUNDS FEE of {$35.00}. In addition, additional INSUFFICIENT FUNDS FEE were added on XX/XX/XXXX,XX/XX/XXXX/XX/XX/XXXX in addition with a {$15.00} overdraft fee. On XX/XX/XXXX, I returned to the XXXX XXXX location and deposited an additional {$1600.00} at XXXX XXXX. Yet again before close of business day. While I was there, I spoke with the branch manager XXXX who reassured me he would reach out to XXXX and follow up with me. Well that follow up did not happen until I complained about the Credit Cards services fees being added on the account. I became aware of these charges when I went online to make a transfer payment into the credit card account and noticed the balance went up. For instance, our beginning transfer balance was {$2200.00}, with late fees added due to not receiving any form of statements we still owe {$2000.00} after {$380.00} in payments since XXXX. 

After numerous attempts to resolve these fees, I opened another account with a credit union. Prior to making any changes in the NBAZ account, I made one last deposit on XX/XX/XXXX for the amount of {$3800.00}. The same assistant branch manager continued to show lack of interest in providing services yet again, but she was very eager to assist the XXXX male who was waiting behind me in line. She had the nerve to even address him by his name upon approaching and exiting the branch. However, when I approached her booth, she provided no greeting. During the transaction, I asked for the funds to be available immediately. The clerk reported okay and then handed me the receipt for the deposit. I said thank you and exited the bank, I went to the ATM around the corner to make sure the transaction showed accordingly, and in this case obviously the clerk did not do what I asked. I then returned to the bank to which XXXX the branch manager was speaking with the rude assistant manager. XXXX gave me this spill about how he basically forgot to do what he said on my behalf. I informed XXXX of my concerns since we joined the branch and how obvious the discrimination in service is toward minorities. I requested that someone take a look at the accounts and confirm where and if they are sending our credit card statements as we have no way of confirming what is/not on the account. I provided XXXX with our card number and once again he apologized and reported he will reach out to his manager for assistance. XXXX later contacted me to inform me that he was able to credit the account for all INSUFFICIENT FUNDS FEE but was unable to do anything about the credit card.The only good thing that has come from this all was opening another account elsewhere who does not discriminate and educates consumers on every aspect of services provided to avoid any related problems.

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 monetary relief