Consumer complaint received 2021-08-29
Company: BANK OF THE WEST
State: KS
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
online account opening, XX/XX/21, funded account, registered online banking, all other inclusive features satisfied per custimizing, notifications, alerts etc etc. received debit card soon after, mobile check deposit utilized, and both deposits on my end cleared, but account too new as i was informmed, so funds deposited from both sources, were to be held XX/XX/21 until XX/XX/21, in case reversed and i then would be over draft. in those 17 days the only issue was downtown branch was unable to locate account of those mobile check deposits, so this location issued substitue checks creating their own routing and account numbers check XXXX federally insures as legal and valid as original copies. receiver XX/XX/21 and XX/XX/21 substitute checks in the mail from deposit date of XX/XX/21, 11 days after deposit cleared, funds held, issued by location XX/XX/21. atm check deposits were also involved, and those funds were also held immediately, and inside teller issued thosevry deposi substitue as well and sent to my residence. statement period XXXX XX/XX/21 closed and every XXXX deposited remained available in account 13 days after initial depositing but not able to be withdrawn. went to same location after atm card, online access, mobile banking and pin unregistered by institution. was told that every deposit made was returned, and was {$390.00} negative day all funds were to be available and {$1600.00} in deposits were somkehow {$2000.00} in withdraws on the statement that shows all fundsd were unable to locate account, routing and account generated by branch. after sending me these substitute checks legal copies and valid for payment, branch stop payment on all checks they sent me. accused me 18 days after depositing and creating legal copies of cyber fraud. said if i paid the XXXX i could have my account access again. 45 days unpaid from XX/XX/21 account would close and go to collections. they then kept my debit card in drive through, refused any and all access to my account, including mail email online no atm card anymore as they stole it from me, was unable to see any transaction to this day. am refused online registration, called to cancel debit card as it was taken by branch, customer service refusing to cancel card, order new card and after successful account verification shuts down further account discussion, station nature of account security notyices they are viewing, hangs up. now no phone agent even to do business with.statement XXXX XX/XX/21 indicates bank of the west has accessed my account and made changes to no longer direct deposit available since XX/XX/21 terminated all view and terminated paper mailing history and transactions. they have been in my account without permission or knowledge making changes to direct deposit i can testify to. they can not access my account and make changes, it is illegal and fraudulent. statement ending XX/XX/21 shows direct deposit. statement XXXX shows direct deposit terminated no longer available. and now negative XXXX since being told by manager it was XXXX negative. updated social security account XX/XX/21 direct deposit to metabank and XX/XX/21 benefit was deposited to new account no longer bank of the west. went into inpatient treatment and turned in phone XX/XX/21, received deposit next day, and 7 days later on XX/XX/21 social security account was accessed and direct deposit was changed back to bank of the west, password changed account notices from social security all we selected as opt out. address, phone number email and password were attempted to be changed, flagging account for local office and main office identity confirmation and verification before XXXX benefits we reinstated, but bank of the west received my {$890.00} XXXX benefit and did not notify me they had a XXXX negative balance from what i knew was XXXX went to a branch XX/XX/21 to withdraw the remaining XXXX left from XXXX deposit on XX/XX/21, and was told that the downtown branch was was demanding north rock location to complete my withdraw and only allowed to withdraw from downtown. account opened online not at any location, my routine number online after funding opening deposit is XXXX, as was enterehd on check oredering company, but when arrived in mail routing is XXXX and now all substitue checks this location sent me routing is XXXX this is incosistent with all banking im aware of as one account number to one routing number, instead 3 different locations have my account and transactions i cant see only negative overdrafts and returns. social security was immediately notified of this theft of my government benefit, and treasury issued a trace of benefit XX/XX/21 investigated it, and XX/XX/21 benefit was reissued in my favor and bank of the west location was demanded to return deposit so i could pay my expenses and support myself. bank of the west manager sent a letter on XX/XX/21 that he was closing my account official on XX/XX/21 all transactions as of XX/XX/21 would be sent as account closed. states does not have to tell me why, that he can after account was positive balance, final money taken out of account XX/XX/21 left me with XXXX available teller said when completed, still can not see anythig in account but return numbers. can not use account for any bill pay withdraw etc etc, and as of XX/XX/21 i had to go back to same location bc 7 days after account was to close permanently it was XXXX overdraft, and today it is over XXXX overdrawn. refusing orders to return payment location manager accused me of fraud at lied to me over and over again and wont close account, or access my services. statement XX/XX/21 to XX/XX/21 direct deposit feature removed statement XX/XX/21 to XX/XX/21 shows direct was re added to account, and social security account was fraudently accessed on XX/XX/21 changing back to bank of the west which indicates that this manager is responsible for accessing my bank account and chnging direct deposit and other features reflecting each statement beginning and ending its clear. as you are able to see in attached pictures i outlined in detail the investigation i ran on this manager. nobody else coud access account to make as many changes he never thought i was smart enough to investigate. refusing to return my benefit, failing to protect me from this fiduciary crime this branch manager is clear as day caught by the below images im sending. this is fraud theft exploitation deception illegal banking practices that i want prosecuted for immediately should i be validated. treasury is on the next move to proceed criminally if this benefit is not returned and mty account closed at zer balance as i was told same day leaving at XXXX but really was at negative XXXX theyre keeping me from my account and bad name in lending now with other banks im XXXX a XXXX and an easy target to defraud. besides im also including XXXX  verification of date a fraud alert/ watch was on account at time of opening and removed recently. how was my identity verified by a world wide institution like bank of the west with an alert not to open any accounts without removal, and including emails from attempting to open an account online with this alert on and im told cant verify identity online go in branch w id to verify identity. but final peice of fraud on banking end to consider, how am i liable for negative with fraud alert on manager of branch i want investigated and benefit returned immediately.

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