Consumer complaint received 2016-05-31
Company: BANK OF THE WEST
State: NE
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
This was drafted on XXXX : XXXX XXXX quadruple charged my account ( total of {$880.00} ) and they sent a hold release form to my branch on XXXX in XXXX, XXXX. The branch told me yesterday there was no way they can actually remove the hold for me and to call the XXXX number on the back of my card. I called the XXXX number on the back of my card and they seemed confused as to why the branch could n't have just done it. She then put me on hold for about 15 minutes and said they ca n't release the hold but the hold DOES expire at the end of day and promised I will have my funds released back to me by tomorrow. It is now tomorrow and my funds were never released back to me - in fact, now my account is overdrawn. And since BOTW likes to be different, none of their branches are open on a Saturday to even put money into my account. I called the XXXX number again today and was told " sorry ma'am, we do n't know why the lady on the phone yesterday would tell you that your hold expires at the end of night ... it actually wo n't be released until Tuesday ''. I then asked to speak to a supervisor and this supervisor lady was EXTREMELY rude and has zero compassion to my situation. She said the only way that they can release my hold is if the merchant ( XXXX ) faxes them over a hold release form. I said they DID fax this over yesterday to the branch and the branch told me to call the XXXX number. She said sorry but I ca n't do anything since the branch is closed today. ARE YOU KIDDING???? I told her that I even have a copy of the hold release form that came straight from the merchant. I told her I could email it to her and she said they do n't have the ability to receive email ( yeah right ). I hung up extremely frustrated and in tears. I was promised my funds would be back to me today and now I have to sit all XXXX XXXX weekend with my account being overdrawn??? I ca n't even wait to dispute my overdraft fees!! Shame on the XXXX branch for not just taking care of this themselves and shame on the customer service people for providing me incorrect information and no willingness to help. 

Update : I got a response from BOTW only after posting about my situation on XXXX. Their response was email their customer relations ... they claimed they have " escalated '' the situation, yet since it was the weekend, response time would be slow. It 's now Tuesday XX/XX/XXXX and my account is still overdrawn, my funds were never released back to me and I have yet to be contacted by anyone, despite that today is now a business day. 

To recap, I was promised the hold on my funds would expire on Friday XX/XX/XXXX and my money would be available on Saturday XX/XX/XXXX. It 's now XX/XX/XXXX - my funds have yet to be released back to me and my account is still overdrawn. This past weekend was XXXX XXXX weekend and I had to cancel my plans because I had no money in my account!

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