Consumer complaint received 2017-05-30
Company: ASSOCIATED BANC-CORP
State: WI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Saturday, XX/XX/XXXX2017, I had brought in a refund check for {$280.00} that was mailed to me from XXXX. The initial clerk at the bank grabbed the check and asked where I received it from. I told her it was from a refund that was processed through XXXX. She then walked away, check in hand. At one point, she came back over to ask another question then walked away without saying anything to me about what was happening with my account or the check. Then a woman by the name of XXXX XXXX XXXX  NMLS ID : XXXX, had walked up to me around the customer side of the teller counter telling me I needed to discuss this in an office. XXXX had told me that due to no verification number on the check itself, that it was fraudulent. I was reasonably upset as this was an issue I had worked out with XXXX over the past several weeks. During this period, I had verbally expressed my anger about the situation. I had shown XXXX the " stub '' of the refund check. On the stub, there is a customer service number. XXXX did not call the number to verify the validity of the check. She stated I could not have the funds that were written on the check due to not having matching funds in my account. With this being a refund, I expressed that it was unacceptable due to the fact that the funds were in my account, and they are no longer in my account because they were used to buy the original money order which is now being refunded to me in the check I presented at the bank. As she was writing the paperwork for the deposit, she became frustrated with the situation. She then took the paperwork, pushed them across the desk, and said I can take it somewhere else. I then asked for her to please deposit the funds into my account, and after a period of time, I would be shutting down my account, so this frustration would not occur in the future. XXXX then stormed out of the office without a word. I followed her to see her putting the paperwork with another person at the bank. At that point, I left the bank branch. At XXXX XXXX, I received a call from the bank saying I had left without cash in hand, so they were depositing the funds in my account, and they would be available by Monday,XX/XX/XXXX 2017. Monday, XXXX XXXX, 2017, at XXXX XXXX, I had received a voicemail from XXXX XXXX regarding the issue of the refund check. When I spoke to her at XXXX XXXX, she again stated that it was a fraudulent check. Having thought this issue was resolved per the voicemail left on XX/XX/XXXX2017, I became upset and was questioning the process if I had walked out with cash in hand. By the end of the phone conversation, I gave her the customer service phone number listed on the stub. By XXXX XXXX, XXXX had called me back to tell me the check was not fraudulent. After having this situation escalated over three days, I had hung up the phone after XXXX had told me the check was not fraudulent. She then called me back. Immediately upon answering the phone, XXXX stated that if I hung up the phone, that she would continue to call me. I listened to what she said. She stated they were shutting down my account due to my " behavior '' from the initial interaction on XXXX/XXXX/2017, stating I was using inappropriate language. My witness, XXXX XXXX, can verify that any inappropriate language was used to describe my frustration with the situation and was not directed to XXXX, which was insinuated in the conversation with XXXX. XXXX suggested sending me the funds in my account via check and close my account. Due to threat of harassment, I gave verbal authorization to do so. I felt I had no other choice at that time.
TuesdayXX/XX/XXXX2017, my witness, XXXX XXXX, had gone into the branch to discuss with XXXX the situation of my bank account being closed. Due to not being named on the account, he was not able to have any information relayed to him, but XXXX had assured him that she would be talking with XXXX to smooth things over. He was instructed to have me call XXXX at my earliest convenience. I had called XXXX that afternoon saying that XXXX  gave me her number to call in order to avoid my account being closed. During this conversation, I expressed to XXXX that I was unable to properly speak due the situation escalating. She then said sarcastically, " You did n't have a problem speaking yesterday. '' I explained to her that any frustration or anger was about the situation and the delay in the funds being available, not towards any employee of their bank and in being upset, I was unable to express myself in a calm manner. The misunderstanding quickly turned into a vindictive act as she then said my account was already shut down, and there was not a possibility of keeping it open.
I saw how quickly XXXX  had verified the validity of the check and am frustrated that information was n't verified onXX/XX/XXXX2017 when the initial incident occurred. Had this been handled with customer service professionalism, the situation would not have escalated in the fashion it did. I am now in a position where my pay check is unable to be direct deposited, causing delays with receiving my paycheck as well as making my bill payments on time.

Company response to consumer: Closed with explanation