Consumer complaint received 2023-10-25
Company: EAST WEST BANK
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/XXXX, I opened a checking account with XXXX XXXX, which is operated by East West Bank. I have been using this account for my day-to-day transactions without any issues until XX/XX/XXXX, when I deposited my son 's check for {$660.00}. 

XXXX days later, on XX/XX/XXXX, I received an email notification from East West Bank stating, " Due to recent account activity, East West Bank has made the decision to exercise our right to close your account. '' This abrupt decision was surprising and concerning to me, as I had not encountered any prior issues with my account. 

I promptly contacted East West Bank 's customer service to inquire about the account closure. I used the in-app text support with a customer service representative named XXXX, who informed me that the reason for closing my account was the rejection of the {$660.00} check I had deposited. XXXX requested proof that the deposited check belonged to my son. In response, I provided my son 's birth certificate as evidence, indicating that I am his mother. 

However, a few days later, XXXX requested that I participate in a video meeting with both myself and my son to further explain the situation. I found this request to be a significant inconvenience and an unusual requirement. Dissatisfied with the customer service experience and the unnecessary burden placed on me, I decided to accept their option to close my account and requested the refund of my remaining balance as a cashier 's check. 

XXXX collected my address to send the refund check and informed me that I would need to wait for 30 days for the refund check to be processed. 

As of XX/XX/XXXX, I had not received the refund check, and the issuer of my son 's {$660.00} check had not received any notification of its rejection. I contacted the customer service again, and they asked for my address once more, stating that I should continue to wait. 

On XX/XX/XXXX, I reached out to customer service for an update, and XXXX informed me that my son 's check was rejected and returned, which is not accurate based on my contact with the check issuer. XXXX again collected my home address and told me to wait for another 30 days for the funds to be remitted. This ongoing delay and lack of resolution were frustrating. 

When I requested to speak with XXXX 's supervisor, he claimed that no supervisor was available and refused to escalate the matter. 

On XX/XX/XXXX, I contacted customer service once more to inquire about the status of my refund check and my son 's rejected check. The customer service representative, XXXX, informed me that she had forwarded my inquiry to the back office and instructed me to wait for their response. 

Finally, on XX/XX/XXXX, I discovered that my account was suspended. I am unable to log in to my account, and all attempts to contact customer service have been unsuccessful. This situation has left me deeply concerned about the safety and accessibility of my funds.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation