Consumer complaint received 2024-06-17 00:00:00
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Problem with customer service — 
Company: ZIONS BANCORPORATION
State: CA

Complaint narrative:
I came to California Bank & Trust XXXX XXXX XXXX XXXX XXXX XXXX, California XXXX on the following days Monday XX/XX/2024 at XXXX XXXX & Tuesday XX/XX/2024 at XXXXXXXX XXXX. to cash in my check in the amount of {$2400.00}. I came to California Bank & Trust because my employer banks with California bank & trust. I provided 2 forms of identification both days on XXXX. The first day I was denied having my check cashed and was asked if I had a bank account after the teller had taken my fingerprint and checked my 2 forms of identification. The employee proceeded to continue the transaction by calling my employer to verify the check. This was after hours when admin from my employers office were already closed. After an unsuccessful attempt to cash in my check that is issued from California Bank & Trust the first day I decided to come back the following day a little earlier so that the teller could verify my check. The teller called but no answer. She then told me she would have to wait for someone to call her back after leaving a message on whoever she called voicemail. I then asked who she called because I had already notified and spoke to my admin payroll department at my job and they were all aware of the possible phone call that would be coming in from California Bank & Trust. I then asked who she called and she responded by saying she is not authorized to disclose that information to me! She then proceeded to call the signer of the check, which was confusing since she just told me that she could not disclose that information on who she was attempting to get a hold of to verify my check??!! I told her there would be no way you could get a hold of the signer, you would have to reach out to the payroll department to ask those particular specific questions. I then told the teller, I provided you with 2 forms of identification all the necessary documents and that the check is issued from California Bank & Trust because my job banks with them. I let them know that they are being difficult and what is the legitimate reasoning and every time it is something new. I walked out of the California Bank & Trust because they denied my attempt in cashing in my check again. I called the customer service department for California bank & Trust which is located in Utah and spoke to XXXX around XXXXXXXX XXXX  Tuesday XX/XX/2024 and asked her what were the guidelines at cashing in a check at California Bank & Trust. XXXX the California Bank & Trust customer service representative told me that all you would need is 2 forms of use identification and that is all especially if the check is issued from California Bank & Trust and can be verified through their system immediately. XXXX the California Bank & Trust customer service representative also explained that in no way is the teller suppose to get fingerprints of the customer first & then verify all identification but then deny me the service of cashing in my check after providing all the required documents. After reviewing and contemplating what just happened and what could have I dont differently, I came to the conclusion that I did nothing wrong, I provided the necessary documentation and it was verified and then my fingerprint was taken and my check was verified through the system but the teller and manager wanted to speak directly to the signer of the check?? This is not protocol and it was told to me by not only the customer service representative from California Bank & Trust but also from a third party check cashing company that I went to, to get my check cashed in.

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