Consumer complaint received 2021-04-09
Company: BANK OF THE WEST
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
Dear CFPB, This complaint is in regards to the practices by Bank of the West, namely in failing to timely respond to customer requests to file dispute of charges under Regulation E, their subsequent retaliation and closure of the account, lack of timely notification of such adverse actions, and now holding funds from the Small Business Administration with no clear timeline or roadmap to obtaining it from them.

The timeline of the issue and sequence of events below is generalized : XX/XX/XXXX I Make funds transfer inquiry about unauthorized withdrawals of account funds via XXXX XX/XX/XXXX BotW responds finally outside their stated 24-48 hour timeframe, ask for the amounts and dates in dispute. 
XX/XX/XXXX I respond with the dates and amounts of unauthorized transactions. 
XX/XX/XXXX I follow-up once again. 
XX/XX/XXXX I follow-up once again, clearly flustered. 
XX/XX/XXXX Follow-up once again, also notice that my account says I have no eligible account on file when I login. Receive automated e-mail that disputes were filed and are being investigated. 
XX/XX/XXXX Customer care responds with some pre-baked excuse about long delays and tell me to call a number which I attempt but it goes nowhere. I respond angrily that after this delay their response was unacceptable. 
XX/XX/XXXX A debit transaction of {$0.00} is conducted in branch without my permission. 
XX/XX/XXXX I read a message to call my local branch which I do, I speak to XXXX and she says she will get back to me. 
XX/XX/XXXX PPP Loan arrived at the account and was processing ( mind you, I applied a month ago and it just finally arrived, BotW closing my account was a coincidence, and for sole proprietors it doesn't matter what bank account the funds go to since it's to pay for salary ). I call once again, reach XXXX, who tells me she will have her manager XXXX reach out to me. 
XXXX PPP Loan was already current/on balance. XXXX does not reach out. I call, speak to XXXX, who investigates. 
XX/XX/XXXX Unable to login/ recovering password doesn't work. Receive e-mail from XXXX that compliance closed the account for " business activity. '' In summary, BotW had an unreasonable delay to initiate Reg E covered disputes on my account, and the day on which they filed for the dispute, they closed my account, and later would cash out my funds without any sort of correspondence. I am still uncertain whether the dispute is ongoing and will be resolved, and if so what recourse I have whether it is in my favor or not, and how to follow-up. The timing of events looks like retaliation or some sort of action to avoid Reg E rules which might cost the bank funds. The additional run around, with nobody knowing anything, and not contacting me about these actions is egregious, stressed me greatly, took much time out of my day, and now my funds that are essential for my business are trapped with nobody doing anything to help me obtain them.

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