Consumer complaint received 2017-12-30
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: Bounced checks or returned payments

Complaint:
In mid XX/XX/XXXX a check was unexpectedly bounced. Upon logging in to online banking it was discovered that 11 forged checks amounting to {$4700.00} were cashed each of which had a forged signature. We promptly notified the bank and visited the local branch in XXXX XXXX California. The staff provided us with 11 packets to claim the fraudulent activity and additionally instructed us to return the documents along with a police report and a notary stamp on each packet ( one for each forged check ). The banks notary informed us that my drivers license was expired and I would need to obtain a new copy before notarization woyld be feasible. Over the course of the next few months I was able to get the documents notarized and returned to the branch on XX/XX/XXXX. During the course of this time we continued to stay in contact with bank staff who regularly and casually mentioned to bring the document in at our convenience, however upon submitting, the branch manager informed that the docs were now past the '90 day due date ' and would likely be declined. About a week later they further informed that it was not 90 days but rather 60 days window for submitting and that we should have been aware since this is mentioned in their sign-up package. Furthermore they explained that the bank where the the thief cashed the checks would need to refund them ( Bank of the West ) the stolen money and placed responsibility on the paying institution. The sum of XXXX XXXX dollars is a significant amount of money for a family. Bank of the West treated this event ( the theft and their failure to block forged checks ) as a minor blip in day-to-day protocol. They take zero responsibility for thebfailure of their services and show disregard for the fact that a criminal has compromised the system. They demonstrate a complete lack of urgency or regard for the protection of consumer 's hard earned money and have put a family in a situation where mortgage can not be paid. In the opinion of this customer I wonder what the purpose idea check is considering how easy it is to forge a signature and cash nearly XXXX XXXX dollars. The bank should have made it abundantly clear that a deadline was approaching and coached us through the process of refunding our money that they paid out to a criminal. Their actions indicate that theft is easy and will only contribute to increased theft of checkbook and forgeries. The bank is insured and has multiple means of recompensation - the consumer is left to perform their legwork, incurr the costs of notarization etc meanwhile they continue to operate at the lowest possible standards. We need our money refunded without hesitation and ask only for our money at this point - we are willing to put aside the mental anguish this has caused and would like to suggest that Bank of the West promptly rectify this situation.

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