Consumer complaint received 2024-10-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: ZIONS BANCORPORATION
State: NV

Complaint narrative:
I came into the bank at XXXX and XXXX XXXX in XXXX, Nevada. The first time I came in, I believe it was the manager who sat with me and I explained to her that I needed to open an account for my living trust regarding a loan I recently took on my property. It is the first mortgage I took out on the property that I owned outright. She looked over the trust and listened to me for a few minutes about the situation and decided the best thing for me to do would be to update my trust. I agreed. I have a degree in trust law so I understand everything clearly and updating and simplifying my trust was fine. 
I came back to the bank on XX/XX/XXXX on a Friday and a woman named XXXX met me in her office and she looked over the trust for a good 45 minutes. XXXX did not seem like she was knowledgeable about trust law and how to interpret the amendments to the trust and tax ID and things like that. I had a previous corporation on the original trust that was not the trustee anymore and so she told me that I should update the trust again, instead of adding an amendment. I had a XXXX figure wire waiting to be transferred and the bank was closed on Monday so I made an appointment for today, Wednesday the XXXX at XXXX XXXX  and I went to the appointment and it was XXXX again. I let her know that we updated the trust and the wire had already went to my attorney so once this trust account is open then the wire would be sent to it, this would be a normal procedure for anyone that has a trust and needs to have money in a bank for purposes that have to do with that trust. I gave her the tax ID number Document from the IRS. I gave her my social Security number, my ID and proof of address and everything is exactly the same address as the trust and the property tax paperwork my car insurance and everything matched just fine and so she proceeded to read it all again for about 30 minutes and seemed very hesitant about everything and the questions that she asked me made me feel like she really doesnt understand how to trust me in order to give me an account. My complaint is that after she read everything she told me that she had to give me a text to my phone during the process of opening this account and my phone was in the car so she had me go get my phone and then when I came back, she was standing outside of her office with the same manager from the first time I came there. They proceeded to go into the managers office and shut the door for 10 minutes. When XXXX came back to her office, she told me that she was unclear as to why my tax ID number was just issued on XXXX XXXX while the trust was created on XX/XX/XXXX of this year. I explained to her that the trust has not needed a bank account until now because there is a new mortgage loan now and the tax ID number was issued for banking purposes on XX/XX/XXXX when I first came in to see her which is totally legal. She told me that the trust indicated that I should use my Social Security number and it doesnt indicate anything to do with a tax ID number. I had already given her my Social Security number and so that option was totally available, but she just used that one line to deny my opening an account. I could have easily attached a notarized amendment for the tax ID number if thats what was required. She used The reason that the dates didnt match on the start date of the trust and the issuance of the tax ID number to deny my having an account at this bank. Next, she referred me to some bank down the street that Ive never heard of and told me that maybe they can help me. Her suggestion to send me down the street to another unknown bank was insulting. I feel like they were profiling me and discriminating against me and trying to find any reason whatsoever to turn me away from the bank for no reason whatsoever, it didnt matter what I could do. They had decided to not give me an account. they had already figured that out and took the time to read my trust looking and looking to find a question. Any kind of question she could find to make it bad is the entire experience I have had at this bank.

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