Consumer complaint received 2024-09-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CHARLES SCHWAB CORPORATION, THE
State: TN

Complaint narrative:
WHO : Charles Schwab Bank, which is a 100 % online bank WHAT : Debit card and online banking denied WHEN : It began happening days ago on Tuesday, XX/XX/year> TOPIC : Unable to access my online bank account, unable to use my debit card WHAT HAPPENED : Debit card suddenly cut off and unable to login online I was suddenly unable to make an online purchase using my debit card. I called the bank, after logging in online. The customer service worker did not answer my questions, and she did not provide any guidance. I repeatedly said that I wanted to make sure that my debit card will be working when I go to the grocery the next morning. My concerns and requests were fully ignored. 

The next day, I tried to make another online purchase at another website, using my debit card, and was unable to make the purchase. I received an email message from my bank saying that I have made a recent purchase in the amount of {$0.00} USD. 

Later that day, I tried to make another online purchase elsewhere, and the debit card was again declined. After attempting to login to my online bank account, the computer screen said to call a phone number before being allowed to login. I was still cut off from accessing information about my bank account. I was not allowed to login, to see my online bank account. I called the phone number that appeared on the computer screen. 

During these days, speaking with the bank customer service workers, their words, phrases, and content of speech, purposefully said to me, were uniquely strange, since I had never before been talked to like that, when calling the bank. They kept me on the phone a long time and never answered my questions, concerning the specific purpose for my call. Instead, they asked what I considered to be off-topic, personal questions, disputing and questioning my personal mental reasoning about the private, intimate aspects of my financial life, the deeper purpose of why I want to access to my bank account, and why I want to purchase something online, and who told me to do that. With a mean voice, she said that I would not be able to use my debit card or login to my bank until after I visited one of their physical branch offices in-person. 

Charles Schwab Bank is 100 % online, not hybrid. There are no physical bank branches at Charles Schwab Bank. I want to emphasize that none of Charles Schwabs investment branch offices provides any type of banking service. Historically, if a bank customer goes to one of those branch offices to ask a banking question, youll be refused, since the only thing that they do there is investments. If you call a branch office to make an appointment to discuss your banking concern, youll be denied an appointment, since they dont provide any banking service at any of their investment branch offices. 

I told the bank worker that I wanted to please speak with a supervisor. She put me on hold, and no one ever came to the phone, so I eventually hung up. 

The next day, I was still unable to login, being denied entry into my bank account. I called the banks customer service phone number, and kindly asked to speak with a supervisor. With intensely fierce rudeness, she boldly repeatedly said that she was absolutely sure that I must go into a physical Schwab branch office, and she also repeatedly said, I can not tell you why. I asked to speak with a higher level supervisor, and he said, Were requiring you to go into a physical branch to verify yourself, and can not tell you why. 

I joined that online bank more than 10 years ago. This week, none of these customer service workers seemed liked they had ever worked at that bank before, or had ever had any training in the usual manner of conversation. Currently, the banks website has no feedback form, and no feedback email address, so there is no method to further complain to the bank. 

For more than a week, I am not allowed to login to my bank account or use my debit card. So, I can not buy food or gas. I live too far away from any of their physical branch offices. I will not be spending the day driving across the state, traveling to their branch office. It is an online bank, and their branch offices have never before provided any type of banking service. My debit card has been cut off for days, and I dont have any money to buy gas or food for the long road trip. I am not going to be traveling across the state without a working debit card.

I am not someone who has lost my purse, or lost my debit card, or lost my computer device, or forgotten my password. I have always immediately provided all information to verify my identity. 

There was nothing that I did, nothing that I said, and nothing that happened that I am aware of, that could cause anyone to imagine that there is something wrong with me. 

Driving across the state to appear at a physical location that has never before been a banking office, with no debit card to pay for gas or food, is an abusive request. 

On Tuesday, XX/XX/XXXX, I went to XXXX to get a signed notary public statement, using my drivers license. I have repeatedly faxed to Schwab Bank the notary public letter. I am still locked out of my account. 

I am cut off from my money. What I want is immediate, full, unlimited access to my entire online bank account. Additionally, I want to be able to transfer all my money, in all my accounts, to other banks and financial institutions, without any bank transfer fee. 

I want immediate, full, ongoing access to my online bank account. 

Please quickly help me. I greatly appreciate your kind help and expert assistance. 

Sincerely, XXXX XXXX Email : XXXX XXXX

Company response to consumer: Closed with explanation