Consumer complaint received 2021-05-14
Company: BANK OF THE WEST
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
Bank of the West XXXX XXXX XXXX Checking Account 1. I try to setup a transfer ACH transfer from XXXX - > XXXX Receive error one website when I hit submit. This error inferred the transfer setup was NOT successful. 

2. Due to the error on XXXX  website I received, I decided to pull the funds from XXXX XXXX -- XXXX. 

3. This created two duplicate transfers XXXX -- XXXX XXXX and XXXX XXXX XXXX. 

4. Your ACH system then tried to transfer funds for the second error the error in step # 1, you charged me {$35.00} dollars twice ... and then a {$30.00} " extended overdraft fee ). 

XX/XX/XXXX FEE Uncategorized FEE {$30.00} - {$98.00} XX/XX/XXXX FEE Uncategorized FEE {$35.00} - {$68.00} XX/XX/XXXX FEE Uncategorized FEE {$35.00} - {$33.00} XX/XX/XXXX XXXX XXXX XXXX Ext Trnsfr XXXX XXXX WEB XXXX Uncategorized DIRECTDEBIT {$260.00} {$1.00} XX/XX/XXXX DIRECTDEP XXXX XXXX XXXX XXXX XXXX Uncategorized DIRECTDEP {$1.00} {$260.00} Date XX/XX/XXXX XXXX PM Subject RE : Contact Customer Service From Customer Care Message : Dear XXXX XXXX XXXX, Thank you for your recent email. 

We sincerely apologize for the delay in responding to your message. While we make every effort to answer customer messages as quickly as possible, we occasionally receive a larger than normal volume of customer inquiries. This may occur due to various reasons, including those we are unable to control or predict such as the XXXX Pandemic. When this occurs, you may experience a delay. 

Bank of the West allows a one-time courtesy fee reversal. 

On XX/XX/XXXX, a credit for {$35.00} was posted to your account as a one-time courtesy fee reversal. We are unable to issue additional fee reversals at this time. We apologize for any inconvenience. 

We offer several services designed to help you avoid overdraft fees. For information, please call us : - XXXX ( XXXX ) - TTY : XXXX - Monday through Friday, XXXX XXXX XXXX XXXX XXXX. PT - Saturday, Sunday and most holidays, XXXX XXXX XXXX XXXX XXXX. PT Thank you for contacting Bank of the West. We appreciate your business and the opportunity to serve you. 

Sincerely, XXXX XXXX. 
XXXX XXXX Bank of the West Deposit and loan products offered by Bank of the West. Loans subject to credit approval. Certain fees and restrictions may apply. Member FDIC. Equal Housing Lender. Copyright XXXX Bank of the West. All Rights Reserved. Doing business in South Dakota as Bank of the West California. 

Investment and Insurance products : NOT FDIC INSURED / NOT BANK GUARANTEED / MAY LOSE VALUE / NOT A DEPOSIT / NOT INSURED BY ANY FEDERAL GOVERNMENT AGENCY Did you know you can change your password within a secure Online Banking session? Its easy and good practice to switch it up from time to time. Go to XXXX to learn more. You must be enrolled in Online Banking to use Mobile Banking. Wireless carriers may charge fees for text transmissions or data usage. 

-- - Original Message -- - Sent : XX/XX/XXXX XXXX PM To : XXXX Subject : Contact Customer Service Account : XXXX Hello, I thought the transfer I tried to setup from Bank of the West to XXXX didn't work ( i got a website ) error. 

However, when I created a XXXX to Bank of the West pull, I must have duplicated the transfer that I though errored out on the Bank of the West website. 

Can you waive the returned item fee? Thank you!

Company response to consumer: Closed with monetary relief