Consumer complaint received 2021-06-08
Company: MUFG AMERICAS HOLDINGS CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I wish to report a staff member at Union Bank Fraud Management department named XXXX. 
This woman had basically been stalking me with calls for more than 30 days. 

This issue started at around early XXXX when I had called about a disputed charge which had since been resolved by the merchant and a refund made. But the Bank who locked the account after my report had refused to unlock it on the instruction of this staff named, XXXX. 

This Union Bank and through its staff had treated me in the worst possible ways since I opened the debit and credit accounts and I want to cite here examples of all that I had experienced along the lines of intense discrimination from this Bank from the very first day XXXX entered their branch here in XXXX XXXX, CA. 

1. The bank continued to make very rude requests and remarks about me and my account needs. For example, one of the Bank staff once rejected a check that I was paying in which was from my other business account stating that the check was not like a normal check, i.e., it looks fraudulent. This was the long business check size given to business account holders. And the manager there that day who should have been working in banking for at least a decade if not more, could not tell this woman that the check was good and that typically business checks are, extra-long. 
2. Rather I was made to go back to that Bank and collect cash to pay in, thus I have only been able to pay in cash into this my Union Bank account because the Bank insisted that I should only pay cash to avoid validation issues like this. Can you imagine that?

3. The Bank continued to send me debit cards with my names spelled inappropriately and also had depicted my name in an email with some type of connotations to ridicule me. It took them six issuances of the ATM card for them to finally write my name and business name correctly. This matter should be investigated, because in a different system, this might have been reported as fraud, giving the re-issuance process may not reflect the truth as it appears to me that the Bank is trying to destroy my creditworthiness amongst other things.

4. The business credit card department has given me XXXX since the account was opened about a month ago. I called them about a merchant who is holding my money and is not returning them after a botched transaction. A simple call to the bank that they should stop the payment since it was within hours of the transactions before it goes through, quickly turned into a fraud charge hunt of the century. Even when the merchant returned the money a few days later, this Union Bank staff named XXXX continued with locking my card, making it impossible for me to purchase goods and services or pay bills registered to this account. 
5. After I called to let them know that the matter has been resolved and the merchant has refunded the money, which was now obviously showing in the account statement as returned ; the aforementioned staff XXXX, refused to unlock my account and proceeded to claiming fraud happened and also attempting to verify other transactions in my account asking me if it was by me or not and other non-relevant activities like going ahead to enter my name and identity in fraud systems. 
She continued to spread misinformation disguised as trying to solve a fraud matter, but which was to portray me in a negative light and to disrupt my business. She was manipulating processes based on her power to forge a false narrative that I am in some way to be castigated for reporting a transaction on a business account with a known merchant. 
One of her staff also claimed after I got upset and complained about it that I have no say in how they conduct their matters and that the Bank owns the card not me.

( This card is in actuality, a CD- based credit card which holds {$2000.00} of my own money currently. The Bank has not given me the money to trade, it is my {$2000.00} of my liquid cash for running my business that was locked up by XXXX. ) I did not have time to fully fathom what was going on until they began to destroy my relationship with other businesses and many other things this Bank began to do to me. 
The Bank spam calls me daily, and like today at XXXX in the morning, this XXXX had called me already. And by XXXX thereabouts, she had now called me like ten times. Why? 

And I have tried to reach the Bank myself on countless occasions to reiterate this matter had been resolved and the merchant had returned the payment dutifully, but this XXXX had instructed on my profile that no one should help me unlock the card until they pass the call to her. On two separate occasions, it had gone into her voicemail. So, this XXXX left a legitimate path in her work to focus on a customer, and to profile me as a customer, using her knowledge of the business to negatively impact my identity, my profile, my business, and my life. 

I want to start legal proceeding against this Bank for XXXX profiling, acts of discrimination and many other unconscionable acts of harming me and my business. 
I also want this matter investigated fully as to what this XXXX had done to me. 
What documentation she had put together in this case, whether it conforms to due process or not. And whether it constitutes a deviation from her duty after learning fully the material elements of this case to still pursue fraud directed at me. 

I also want to allege that this Bank must have been sabotaging XXXX owned businesses like they are doing to me and their activities must be investigated. This is an act so designed in other to cause intentional harm to minorities and minority owned businesses like me. 
And this is the common practice by Banks like these, here in XXXX XXXX. But this Union Bank pretends it is an inclusive and diversity-oriented Bank, but it is not. That is a mere facade. They have given me such a difficult time existing as their customer.

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 non-monetary relief