Consumer complaint received 2019-06-11
Company: BANK OF THE WEST
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
In mid/late XXXX 2019, I called the Bank of the West at XXXX XXXX XXXX. in XXXX, Ca to close my bank accounts. I had spent the previous months making sure that all of my direct deposits, ACHs, etc., had been properly moved over to my new bank before doing so. On XX/XX/XXXX, I received a notice from my bank, who is also my employer, that my accounts were going to be closed because Bank of the West had sent me to XXXX. The following week after the holiday, I called Bank of the West 's XXXX number to find out what was going on. Apparently after what I assumed was the closing of my account, XXXX attempted a debit from the still opened account ( I have a separate complaint with them ) and it was of course returned. That incurred a {$35.00} overdraft fee. It happened again, {$35.00} more. Then came the {$30.00} extended-time overdraft fees, several over the next month, and a {$12.00} account maintenance fee. The total when they FINALLY closed the account ( on their terms apparently ) on XXXX XXXX, 2019 was - {$290.00}. This was very surprising and disturbing at the same time. Since I didn't feel this was my fault because of the steps I had taken to transfer everything and close the account in XXXX. I asked how I could get this wiped and resolved, and I was given a phone number to call ( XXXX XXXX ). It was in fact NOT a department within their bank, but an outside collection agency called XXXX XXXX XXXX. My first two attempts to speak with someone were unsuccessful, as their computer system was down when I called. On my third attempt ( Friday XX/XX/XXXX at XXXX ), computers were up, and the woman on the phone informed me that they did not have any of my information. She was very nice and attempted to find my file again, to no avail. She referred me back to Bank of the West. This is when I lost my patience. I called the XXXX again, explained my situation AGAIN. I was put on hold so that they could gather some information, and when she returned to the call I was told that the problem was it takes 45 days from the date that THEY closed the account ( XX/XX/XXXX ) until the collections company receives my file, which at the point was still over twenty days away. I informed them that I could not wait that long to have this cleared up. I told them that I didn't even care anymore about the XXXX up on the non-closure in XXXX, and I was willing to pay the amount to have it cleared off of my records, I can not have this issue. They said they could not take payment from me. I then realize that I am in banking limbo. I told them repeatedly that I want to pay it, they told me I couldn't. I offered every which way to pay it, money is not an issue, and they told me that they couldn't accept payment. I made them clarify that fact to me. I told them then that I needed something in writing stating this, stating that although I am attempting to clear it and have it removed from XXXX, I am in this in between time where they will not accept any payments from me. I was then told that they could not send an email stating this from the call center, but that this matter would be sent over to the branch in XXXX, to their branch manager XXXX XXXX and he would be contacting me Friday ( XXXX ). On my lunch, I called and he was unavailable, so I left my name. At XXXX the same day I called and was told he was not there. Three days later on Monday XX/XX/XXXX, I finally received a call from XXXX XXXX, not the branch manager, at XXXX and missed the call but I called back and got her right away. I again re-told the entire story, and explained that all I want since my payment is not being accepted is to have that fact in writing. She said that she would pass along the information to the branch manager " XXXX '', and he would contact me. Again, my patience was at its end and I told her that he was supposed to have contacted me FRIDAY and the fact that she was the one that called was unacceptable. In my frustration overload and keeping my direct supervisor apprised of everything going on in the situation, he stepped in to help me escalate the situation by calling the branch to request the name and number of their area manager. With much hesitation and unwillingness by XXXX to provide that information and attempting to keep it in the branch by offering to speak to the branch manager, who was not available. When she was told that was not sufficient, XXXX reluctantly gave the name of the SVP Regional Manager, XXXX XXXX, and the phone number for his assistant XXXX XXXX. I called and left a voicemail, with as much information that is appropriate for a voicemail to someone that has no idea about the situation. At XXXX " XXXX '' called and left me a voicemail, and because I was in middle of parenting, by the time I was able to call back, no one was at the branch. Today XX/XX/XXXX, I called and spoke with XXXX finally at XXXX. I retold the story, and again told him that all I want is something in writing stating that I am in this banking no-man's-land and that I am attempting to pay this and have it removed from XXXX   but I can not because of how their system is set up. He told me he needed to " do a little research '' and he would get back to me and didn't know if he'd be able to put those facts in writing. I am still waiting several hours later for more communication.

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