Consumer complaint received 2016-09-20
Company: BANK OF THE WEST
State: CO
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I opened checking and saving account at Bank of the West XX/XX/2016. I have been the primary account holder, and my husband 's name is on both accounts, I have been the only person who has been managing these XXXX accounts online. I have never shared online information with anyone, including my husband. 
After we opened the accounts, I received a credit card under my name from the bank, I did not activate the card and shredded the credit card. XX/XX/XXXX, I received another credit card, I did not activate the card and shredded the credit card. 
On XX/XX/2016 I suddenly noticed that under credit card, there was a cash advance transaction of {$1000.00} on XX/XX/2016, and I was charged fees by the bank. I called the bank right away, I explained to the bank representative that I did not activate the credit cards, and I do not have actual credit cards because I shredded them. But that woman told me that the credit card I received XX/XX/XXXX was activated, the second credit card I received XX/XX/XXXX was not activated. She told me they would investigate. 
On XX/XX/2016, I received a letter from the bank dated on XX/XX/2016 stating both the card and PIN were used to complete the transactions, and also stating their investigation also confirmed that no duplicate cards were issued.. I called the number on the letter to ask for investigation files, the bank representative told me that the cash advance was transferred to my personal checking account on XX/XX/XXXX. I was shocked as I have never done this kind of transaction. But when I checked my personal checking accounts, I saw a transfer of {$1000.00}, I told her I did not make the transaction, and if she could tell me where the transaction was made, she told me to go to the branch to find out details about transaction. 
On XX/XX/2016, I went to the bank, a banker called XXXX answered me. I told XXXX about what happened, he printed out my account details and said, " The cash advance from the credit card was transferred to your checking account by the bank to cover overdraft. '' I told him that the credit card was not activated, and I shredded it, how was the bank able to transfer the money from the credit card? He said when the credit card was mailed to me, it was activated already. Then I asked him to show me where overdraft was as there were no overdrafts in my checking account. At that time a woman told him to call credit card office. XXXX told me to come back around XXXX. After I went back to the bank, XXXX told me that he had involved the management, and conducted full investigation, here was the result:1. After I called the bank on XX/XX/2016, the bank sent me another credit card. 2.The transfer was made online by my husband. 
I told him when I called the bank on XX/XX/XXXX, I asked the woman to deactivate the credit card, and I did not ask for another credit card. I told XXXX again that my husband does not know online access to the bank accounts and I have been the only person who has been managing the accounts. 
I have checking account and saving account with Bank of the West, and their account balances are XXXX. I asked the bank to close them as those accounts had nothing to do with credit card account ; XXXX did not allow me to close the accounts. 
After I left the bank, XXXX called my home accusing my husband of transferring the cash advance of {$1000.00} on the phone. 
Based on the above, I am filing a complaint against Bank of the West : 1.Bank of the West activated the credit card under my name without my knowledge and transferred money out of credit card without my permission.Now the bank is charging mne fees. 
2. Bank of the West is refraining me from closing my accounts at Bank of the West, they are forcing me to keep my accounts open. 
3. Bank of the West harassing my family by accusing my husband

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