Consumer complaint received 2026-04-30 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Closing an account — Can't close your account
Company: ASSOCIATED BANC-CORP
State: MI

Complaint narrative:
On XX/XX/XXXX, I had a seven month certificate of deposit mature. I had opened this account on XX/XX/XXXX online with a transfer of {$10000.00} from a checking account that I also was able to open online on XX/XX/XXXX. When the certificate renewed I assumed that I would be able to move the funds from the CD that matured into my checking account since I was able to set the CD up with funds from my checking account at the bank. However, there was no option to transfer the money out of the account. I found this to be odd since their account disclosures seem to promote the use of online banking to manage funds on deposit with the bank. I called the support number listed for customer care in the renewal letter to inquire about getting the funds moved over to my checking account. I was told that this is not possible and that I would need to come into the branch in order to close the CD and move funds. This is an issue as I live in Michigan. The closest branch to me is in Wisconsin, which is roughly XXXX miles from where I live. The main customer support line suggested that I call the XXXX branch to see if it would be possible to close the account. When I called there I was not able to get anyone on the phone that would assist. I had to call another branch to reach someone who would answer my call. I was told that a branch manager would call back, but I never got a response. Also on the XXXX, I attempted to use the secure messaging feature in online banking to close the CD, but I was told that I needed to call the customer care number. On XX/XX/XXXX, I called the customer care number that was printed on my renewal notice and explained the situation. After verifying me, the first agent then called the branch in XXXX to see if anything could be done, such as mailing a notarized letter. He later told me that they would not close the CD account and that I would still need to come into a branch. I then proceeded to ask for a supervisor. The supervisor told me that there was nothing that the customer care support number could do outside of renewing a certificate, and that I should visit a branch to close out my account. To me, this just seems like a nonsensical requirement intended to prevent me from accessing my funds. The bank was more than willing to open a checking account for me online. I was also able to transfer money from my brokerage account to my checking account with the bank. I was then able to use the transferred funds that were in the account at the bank to open a CD account at the bank. In my view, I should be able to move the funds from the matured CD back into the checking account. I am an owner of both accounts. Additionally, the bank accepts customers from other states. Their deposit agreement does not mention that CDs must be closed in person at a branch. However, it does mention that a matured CD can be transferred to another account at the bank, which is why I asked for them to move the funds into my checking account. If the bank is willing to accept customers in other states online, they should be obligated to allow customers in other states to maintain their accounts online or over the phone. It is an unreasonable and prohibitive burden to require a customer come in branch to close out a CD account that they were easily able to open online with no disclosure that they would have to be in person to close the account.

Company response to consumer: Closed with explanation