Consumer complaint received 2016-03-18
Company: BANK OF THE WEST
State: CA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
The problem began again XXXX XXXX trying to use my debit XXXX at XXXX. My transaction of {$170.00} was declined. The card work intermittently until XXXX XXXX at XXXX the fraud department declined my purchase. 
The problem became so bad that XXXX XXXX ; XXXX Manager gave me her cell number ( XXXX ) and instructed me to call her " at any time I was at a register or gas pump and my purchase was declined I was to call and advise her of the problem ''. XXXX and I had a verbal agreement. 
XXXX XXXX I called customer service I spoke with XXXX all she did was disconnect the call. I called back I spoke with a Latrell I explained the problem, I explained I had a XXXX dollar coupon from XXXX that I was unable to use and requested the bank reimburse me and write a letter to XXXX with an explanation of why my purchase was declined. XXXX agreed to reimburse the loss of the coupon and write a letter to XXXX. 
I requested to speak with a supervisor regarding XXXX, I talked with XXXX, and I explained the events and the decline on my card at XXXX. I reviewed the request for reimbursement of the coupon and the letter for XXXX. XXXX stated " XXXX was not properly trained no reimbursement would be given or a letter be sent to XXXX ''. XXXX advised me " your card should work ''. 
XXXX XXXX at XXXX the fraud department claims to have called my home and spoke with me. I was at work from XXXX and to XXXX and did not speak with anyone from the fraud department. 
XXXX XXXX, XXXX I spoke with XXXX XXXX, I requested she call XXXX and have them process my monthly charge because my card was " deactivated due to fraud ''. I explained to her that the medical device service was cancelled due to non-payment. My monthly charge went from XXXX monthly to XXXX. XXXX told me that she would not call. The monthly charge began XXXX XXXX. There has been 14 months of charges to my card from XXXX that the bank knew about. Declining the XXXX charge due to my card being " deactivated '' I had to pay reconnect charges and late fees. 
XXXX XXXX I called the fraud department I spoke with XXXX I reviewed the call of XXXX XXXX. XXXX advised me that they are a third party service. XXXX told me " all we ask is for the person, if the person says that they are me all they care about is confirming where I used my card and for how much. All we care about is that someone says yes I was there or no I was n't. If we feel comfortable with the answer we unblock the card ''. XXXX advised me to call Bank because my card is encrypted on the barcode to alert the fraud department when used. 
On XXXX XXXX the card did work at XXXX on XXXX XXXX at XXXX however on XXXX XXXX, XXXX the card did not work at XXXX and has n't worked since. I was told each time my card does not work to call customer service and they would " unblock '' my card. 
My complaint starts on XXXX XXXX through XXXX XXXX. I talked to branch manager XXXX on XXXX XXXX and with branch manager XXXX on XXXX XXXX I have not heard back from either XXXX. 
To summarize none of the declined purchases were out of the ordinary for me and within a few miles from my homes. To date I still do not have a dependable working debit XXXX. I have been instructed to call the customer service department at Bank of the West each time I want to use my debit XXXX.

Company response to consumer: Closed with explanation