Consumer complaint received 2015-05-14
Company: BANK OF THE WEST
State: IA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
Good morning, In XXXX I opened a checking and savings account with Bank of the West at the XXXX XXXX XXXX branch in XXXX XXXX XXXX, IA. On XXXX/XXXX/XXXX I went to the XXXX, IA branch at about XXXX and XXXX to close the accounts. I was given checks which I took to my new bank to deposit immediately. 

In XXXX XXXX I received a letter from Bank of the West stating that my checking account was overdrawn. On a Saturday in XXXX my fiance and I went to the XXXX branch which is closest to me to find out why I received this letter when my account had been closed in XXXX. I spoke w/ a teller who stated that she remembered that I had closed the account in XXXX ; the teller set me up w/ a personal banker. The personal banker said she would have to check with her manager to find out why it was n't closed and that they would cancel the {$74.00} in fees to return my balance to {$0.00}. I received a phone call a few days later stating that the account is now closed and that it was an error on their part. I believed the personal banker in regard to the account now being closed and did n't give it a second thought after that day. 
Fast forward to Monday XXXX/XXXX/XXXX when I received a courtesy call from the XXXX XXXX XXXX branch stating that my account was overdrawn by {$74.00}. I stated that this was an ongoing issue and that I had closed the account on XXXX/XXXX/XXXX and that I received this same call in XXXX. I asked them to please resolve the issue once and for all. The employee who called me ( XXXX ) said she would speak with her supervisor to find out why this is happening. I decided that afternoon when I got off work that I should go to my local XXXX branch and find out why this is still happening. The teller remembered me from both XXXX when I had closed the account and from XXXX when she set me up with the personal banker. She went into the back to call the XXXX XXXX branch because she said that she could tell the account number originated there. She came back and told me that since the account originated there that the XXXX branch could n't do anything about it and that the XXXX XXXX branch would have to handle the issue. 
I waited until Wednesday XXXX/XXXX/XXXX for a phone call from XXXX and never received one. I called the branch and explained the issue in brief and asked to speak with a manager but was told the manager was out for the day. I then asked to speak with XXXX whom they stated was out of the office but would call me back later. Later in the afternoon I received a call from XXXX stating that the issue has been resolved and her explanation was only that it was a " computer glitch '' both times. I do n't believe that, because today I am still able to log into my online account for checking and savings ; I do see that they credited the checking account to get it back to a zero balance, however it is definitely not closed. 
I am aware that bank employees have quotas to meet and that closing an account counts against that quota, so this may be what is causing this issue. I also am unaware if they may be actually closing it then reopening it or what exactly. 
Could you please check into this? Do I need to contact the police to file an identity theft complaint? 
Thank you

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation