Consumer complaint received 2017-05-23
Company: ZIONS BANCORPORATION
State: UT
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
I have moved out of the state wh ere Zions Bank ( Utah ) is locate d. I tried to call and close my checking account and line of credit account.     I dont have the exact dates of calling because I have had to call many time to this point and was given bad information that I had to piece together to know how to close both of my accounts.   I was told the only way to close my accounts was in person at " only '' the branch  at : Zions B ank,  XXXX   XXXX   XXXX   XXXX    XXXX ,  XXXX   XXXX   XXXX  or to mail a notarized letter only to that branch. From  XXXX   XXXX , 2017-  XXXX   XXXX     2017 I ha ve receive d 3 fees (   XXXX  on   XX/XX/XXXX ,   XXXX  on  X/XX/17   ,  XXXX  on  XX/XX/XXXX  ), which has made the checking account go into a negative balance. As a result I have had to transfer funds into my checking and line of credit to bring the account balance to  XXXX . So the negative impact to me is the longer the account is not closed the more fees I keep having to pay when the checking account goes into the negative.     I sent a notarized letter USPS on  X/XX/2017   ( tra cking #  XXXX   ), it  was signed as received at the bank branch on  X/XX/2017   . I tried to call the bank branch but when yo u google sea rch you get a result to call  XXXX  which is a call center. I called many times on  X/XX/2017    and on  X/XX/2017   . The call center told me they can not get a hold of the branch either. The call center gave me a second #  XXXX  which they told me is the branch. I called that and it goes to the call center.     I asked every single person at the call center to close my account. Their response it they can not and only the actual branch can where the letter was sent. However, me and the call center  for two  straight days including a Supervisor at the call center could not reach the branch. The supervisor said she would email the branch and also open an internal complaint. I ga ve the Supervisor my contact information. I have many issues : 1 ) I can not close my acco unt over the phone when I now live across the country. I do n't understand why I can access the account, verify my identify and make all other adjustments but can not close the accou nts. 2 ) I was given bad information. 3 ) I was told only one branch can actually close the account and the   notarized letter can only be sent there, I do n't understand this because now my letter is only in the hands of someone at a branch and not a call center, corporate office, mail center, etc.  4 ) Myself and their call center employees could not get a branch employee on the phone for two straight days, every time we ( me, the call center ) it r olls back to the call center.     I feel like I am not able to close my accounts and it is costing me fees and time. I am not any closer to having the accounts closed and no one at the branch called me to inform me since receiving my letter the accounts will be closed.

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