Consumer complaint received 2025-02-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: MORGAN STANLEY & CO. LLC
State: CA

Complaint narrative:
In XX/XX/year>, I applied for and was approved for an E*Trade checking account. The account number is XXXX. 
On XX/XX/year>, I deposited {$100.00} to essentially make the account active. 
On XX/XX/year>, I deposited a check in the amount of {$71000.00} with the confirmation number of XXXX. 
The balance of my account was made available on XX/XX/year>. 
On XX/XX/XXXX, I called customer service, and asked to have a wire transfer sent to one of my investment accounts. The following day, I called customer service to verify the wire, and to make sure everything was going well. Instead, I was asked to be on the phone for a three-way-call with XXXX, XXXX, and myself. Because XXXX sent a cashier 's check, I did not see the need to have this call. It seemed very unprofessional to ask me to sit in on a banking call that normally is handled by the two banks. 
On XX/XX/year>, I was asked to upload documents, so that my identity could be verified. I uploaded my CA drivers license as well as my Social Security card. I received a message on XX/XX/XXXX, stating that the documents were not captured clearly, and to follow up with a phone call. I immediately called, and was sent a link to a website where I uploaded the same documents. I was told that it would be XXXX hours to process the documents. 
I called customer service on XX/XX/XXXX to ask about the validation of my identity. I was told that there is unusually high traffic volume, which is causing a delay. 
On XX/XX/XXXX, I called and talked to someone in the back office. His name is XXXX XXXX. I was told that XXXX says the funds are fraudulent. Therefore, XXXX is freezing my account. I told this gentleman that the cashiers check is good, and that XXXX is not recalling it. I explained that the check came from a client who was paying me for interior design services. I had evidence of the check, of the invoice, and of the receipt she sent as a screenshot for proof. I was told that it didnt matter. He stated that XXXX was in charge of what happened. He said I needed to call XXXX and tell them to send the check back. I told him that it was not my job to call a bank when the check was valid and had been made available in my account. 
I called customer service to try and talk to someone about the validity of my account, but I was given no answer except that my account was being frozen for the time being. 
On XX/XX/XXXX, I attempted to log in to my account, and was unable to. I called the number provided, and was told that my account had been closed. I do not believe I was given a reason as to why my account was closed. Just that I would receive a letter. 
The letter arrived on XX/XX/XXXX. It states that the bank believes my account was opened fraudulently. It also states that if I believe the account was closed in error to please call XXXX. 
I have called several times, trying to get someone to understand that I opened the account and that it was NOT fraudulently opened. No one will give me a straight answer. XXXX has my {$71000.00}, and is refusing to send it anywhere.

Company response to consumer: Closed with explanation