Consumer complaint received 12/31/2017 about Checking or savings account (Checking account) with BANK OF THE WEST (WA).
Issue: Closing an account
Sub-issue: Can't close your account

Complaint: I asked bank of the west to close a checking account on XX/XX/XXXX, they replied back that they could close it which was unnecessary. I replied back close it on XX/XX/XXXX, after that I lost online access and after making the request which prevented me from reading the most recent message and assumed the account was closed. They apparently reopened the account and charged me a service fee of XXXX which caused the account to go negative XXXX and may have resulted in negative XXXX information. I was n't even able to make an ach transfer to the account due to getting a security question wrong. 

Dear XXXX XXXX XXXX, Thank you for your reply. 

As you instructed, weve issued a request to close your account XXXX. This account should reflect a status of " Closed '' within five business days. Any remaining balance will be mailed via check to your address of record. 

Any outstanding transactions, including checks, recurring payments, automatic deposits and debit card transactions may be processed if they 're presented before your account is closed. If transactions are presented, the closure process may not be completed. In which case, you will need to contact your branch directly at XXXX to close your account. 

Thank you for banking with Bank of the West. We hope you will consider us for your future banking needs. 

Sincerely, XXXX XXXX. 
Online Services Bank of the West Deposit and loan products offered by Bank of the West. Loans subject to credit approval. Certain fees and restrictions may apply. Member FDIC. Equal Housing Lender. Copyright XX/XX/XXXX Bank of the West. All Rights Reserved. Doing business in South Dakota as Bank of the West California. 

Investment and Insurance products : NOT FDIC INSURED / NOT BANK GUARANTEED / MAY LOSE VALUE / NOT A DEPOSIT / NOT INSURED BY ANY FEDERAL GOVERNMENT AGENCY Want quick access to your account balances? Check out Bank of the Wests Mobile Banking, its quick and easy. Enroll now by visiting www.bankofthewest.com. 

-- - Original Message -- - Sent : XX/XX/XXXX XXXX XXXX  To : BOW Subject : RE : Contact Customer Service Okay go ahead and close the account asap, thanks. -- - Original Message -- - Date XX/XX/XXXX XXXX XXXX  From Customer Care Subject RE : Contact Customer Service Dear XXXX XXXX XXXX, Thank you for your recent inquiry. 

You can request an account closure through Bank of the West Online Banking if the account balance is between {$0.00} and {$1000.00}. In addition, we must be able to process your request on the day it is received. 

Please let us know when you 're ready to close your account, and we 'll be happy to assist you. 

Thank you for using Online Banking. We appreciate your business and the opportunity to serve you. 

Sincerely, XXXX XXXX. 
Online Services Bank of the West Deposit and loan products offered by Bank of the West. Loans subject to credit approval. Certain fees and restrictions may apply. Member FDIC. Equal Housing Lender. Copyright XX/XX/XXXX Bank of the West. All Rights Reserved. In South Dakota, Bank of the West operates as Bank of the West California. 

Investment and Insurance products : NOT FDIC INSURED / NOT BANK GUARANTEED / MAY LOSE VALUE / NOT A DEPOSIT / NOT INSURED BY ANY FEDERAL GOVERNMENT AGENCY -- - Original Message -- - Sent : XX/XX/XXXX XXXX XXXX To : BOW Subject : Contact Customer Service Account : XXXX I 'd like to close my account and receive a check for the remaining balance.

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 monetary relief