Consumer complaint received 2015-05-29
Company: BANK OF THE WEST
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I formerly used Bank of the West in California for all my financial needs. On XXXX/XXXX/15 this financial institution forcefully closed my joint account without my authorization using funds from XXXX of my individual accounts to cover the overdrawn balance ( {$300.00} ). I was never contacted by this institution to inform me of the transfer of funds or the forced closure of the joint account. I would have covered the overdraft if I had known about it. The joint account was shared by myself and my wife, I only used it to transfer funds when she needed it. Since the account was operated and maintained by my wife, I was unaware of the negative balance. I contacted this institutions telephone customer service before XXXX/XXXX/15 to ask if the funds were wrongfully transferred and if the account was in fact closed. They informed me that it was in fact forceably closed. I than asked for copies of any and all disclosures which I may have signed on the account and or more particularly, the XXXX which releases the need for my personal authorization to transfer funds between account I hold. The representative than sounded confused and informed me that this financial institution does not need my approval to cover negative balances on accounts and that there are no disclosures associated with this account which they could provide me with. I know for a fact that there must at least be the disclosures I signed to open the account. I than asked to speak to a supervisor at which time, the representative informed me that the call center had already closed and she was the only person left in the building. I requested to see if some of the fees for this account which were well over XXXX percent of the overdue balance could be waived or partially waived to relieve some of the hardship which seemed so wrongfully poised in my position. I was instructed to talk to the branch which holds ownership of my accounts. This branch is in XXXX XXXX, CA. It is XXXX miles from my account. I requested long ago to have my accounts transfered to XXXX XXXX, CA. I was informed that the ownership of my account was not able to be changed and that I should close the accounts I had previously opened in XXXX XXXX, CA and than open new accounts with the branch in XXXX XXXX, CA. I declined to close these accounts since I did not see a need to burden myself with changing all of my finances to reflect the new account numbers. 

On XXXX/XXXX/15 I entered this financial institution 's branch in XXXX, CA on XXXX XXXX to close my remaining Individual Checking Account and move on to another financial institution. When my turn in line came, I told the teller at the window that I would like to close my account. The teller handed me {$1200.00}. I asked him if the account was now closed. He confirmed closure of the account. 

Today, XXXX/XXXX/15 I received an overdraft notification from this institution for the account which they had confirmed to have closed on XXXX/XXXX/15. I contacted customer service. I requested to speak to a supervisor. Once online, I started from the beginning informing her of the joint accounts forced closure. She reiterated that the institution does not require a signed disclosure to transfer personal funds. I asked for copies of the disclosures on my account. None have been provided. The supervisor once again told me that nothing can be reversed from within the call center and I would have to return to the branch. I talked to her about the individual accounts closure. She told me that there is no papertrail proving my intent to close the account. I have since incurred an autodebit and monthly service charge which have forced the account into the negative, an account which should have been closed. 

I feel that this institution has wronged me. I feel that they are in the business to collect fees solely. I feel that they do not care. I am being wronged for a XXXX time with no help.

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