Consumer complaint received 2024-10-20
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: BANK OZK (GA)

I am submitting this complaint to report a series of discriminatory practices by Bank OZK that have caused my wife and me significant emotional and financial distress. I strongly believe the banks actions were motivated by XXXX and religious bias, resulting in the unfair treatment of my wife, a XXXX immigrant, and the eventual closure of my account. This behavior is not only unacceptable but appears to violate federal laws, including the Equal Credit Opportunity Act ( ECOA ).

Key Details : 1. Initial Interaction ( XX/XX/year> ) : On XX/XX/year>, I visited the Bank OZK branch in XXXX, XXXX, with the simple intention of adding my wife to my existing account. My wife had recently received her work authorization card, and we were excited to take this next step. When we met with the banker, XXXX, her demeanor became visibly cold and uncomfortable once she realized my wife was XXXX and an immigrant. Despite my request to simply add my wife to the account, XXXX proceeded to ask a series of irrelevant and inappropriate questions, such as how long my wife had been in the country, where she worked, and where her business was located. 
She also asked whether we were sending money abroad and specifically mentioned XXXX and the XXXX. I explained that I have been using XXXX for business purchases, just as I have for over a year, and that there had been no new changes to my account activity. Despite this, XXXX continued to ask strange questions and even stated that she had never handled anything like this before. Her tone was XXXX, and it became clear that she was uncomfortable with our request. 
XXXX. Document Requests and Email Exchange ( XX/XX/year> ) : The next day, XXXX contacted me requesting additional documents, including our marriage certificate and lease, which I found unnecessary for simply adding my wife to the account. Nevertheless, I complied and sent the requested documents, along with a note clarifying that I only wished to add my wife to the account and was not requesting any other changes. 
XXXX responded with an email stating that the bank was questioning wire activity related to foreign transactions. I clarified that I do not send money using wire transfers but make business purchases through platforms like XXXX and XXXX, just as I have done over the past year. Despite this explanation, XXXX responses remained dismissive, and the questioning felt unjustified and discriminatory. 
Concerned by these interactions, I contacted Bank OZKs corporate office to raise my concerns about potential discrimination. After a XXXX hour investigation, a corporate representative called me back, apologized for the inappropriate questions, and reassured me that everything was resolved. I was told there would be no further issues. 
XXXX. Account Denial ( XX/XX/year> ) : Despite the reassurances from corporate, XXXX contacted me the next day to inform me that the bank had decided not to add my wife to the account. No reason was provided. When I requested an explanation, XXXX was unable to offer XXXX, and after some time passed without a follow-up, I sent an email expressing my belief that federal laws, including those prohibiting discrimination, had been violated. Shortly after, the branch XXXX contacted me but was similarly unable to provide a valid reason for the denial. 
During this conversation, I expressed how distressing this situation was and how incidents like this make it scary and dangerous for Muslims to live in XXXX. The branch XXXX, clearly upset, hung up on me. This response further demonstrated the dismissiveness and lack of regard for the seriousness of my concerns. 
XXXX. Attempted Check Withdrawal and Debit Card Issuance ( XX/XX/year> ) : On XX/XX/XXXX, I received my paycheck and decided to visit the XXXX branch instead of the XXXX branch to avoid further conflict. When I arrived, I was informed by the banker there that corporate had instructed them not to cash my check or issue me a new debit card. The banker explained that Bank OZK no longer wished to do business with me due to unspecified risks. When I requested a copy of the email from corporate that contained these instructions, I was told that it could not be provided. 
I also asked if I could withdraw the almost {$XXXX} I had in my account, but the banker said she was unable to do that either. I left the branch feeling confused and deeply concerned about the safety of my funds. 
XXXX. Withdrawal of Funds and Closure Letter ( XXXX XXXX XXXX ) : On XX/XX/XXXX, I contacted Bank OZKs customer service line to update my address, as I wanted to ensure that my remaining balance would be sent to the correct location. However, I was told that no one at the bank was authorized to speak with me, and I was directed to email any further concerns. Later that day, the branch XXXX from XXXX called me and said I could come in to withdraw my funds, which I did. I was assisted by a banker, XXXX, who had known me from previous visits. 
On XX/XX/XXXX, XXXX sent me an email containing an official letter regarding the closure of my account. The letter claimed that my account would be closed on XX/XX/year>, and that I had until that date to withdraw my funds. This directly contradicted the fact that I was denied access to my account on XX/XX/XXXX, a full 10 days before the official closure date. The banks actions are inconsistent and raise serious concerns about the true motivations behind this account closure, particularly when combined with the inappropriate questions and tone of my previous interactions. 

Additional Steps Taken : I have also contacted the Council on American-Islamic Relations ( CAIR ) to seek support regarding the discriminatory treatment my wife and I have experienced. Additionally, Congresswoman XXXX XXXX XXXX office has expressed interest in the matter and indicated that they would pursue a congressional inquiry upon my filing a formal complaint with federal agencies. Furthermore, I have reached out to XXXX XXXX XXXX office, as I am aware of her involvement with the CFPB and her previous work addressing issues Muslims face in the banking sector. 

Why This Matters : This experience has left my wife and me feeling deeply marginalized and discriminated against. I strongly believe that we were treated unfairly due to my wifes religious and XXXX background, as well as our XXXX faith. The inappropriate questions, the denial of service without reason, and the sudden closure of my accountall of these actions point to discrimination.