Consumer complaint received 2025-05-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: EAST WEST BANK
State: CA

Complaint narrative:
Dear agent, I have XXXX dollars which got stolen from Checking account by " East West bank ''. On XX/XX/XXXX, Our Family received a bank statement from " east West Bank '', and my son ( the power of attorney of our checking account ) found out there was a unknown and un-authorized transaction at our statement, which as " East West Bank '' listed this transaction " Duplicated payment in Ref XXXX '' on XX/XX/XXXX XXXX it took XXXX USD from our bank account. Immediately we contact " East West Bank '' by emails 2 times for investigation on this transaction ( however, me and my wife were in Vocation between XXXX ), so we tried to contact EastWest bank by the email first, but they never replied! then we did 4 times phone call via XXXX between XXXX to XX/XX/XXXX to the " East West Bank '' customer service, regarding our missing money at our checking account, We talked thru Customer Agent " XXXX, XXXX, XXXX '' and every single call we made, they asked me to wait for 2-4 days for the internal investigation, and then either call back or they will contact us, but they never call us back, but we did called back for the result of this missing money at our check account, and but none of them did provide me a detail of information of this situation. and they just kept telling me to wait for another 2-4 days, within 5 weeks called back and forward, they still not provided any detail information of that. Eventually, the " forth call on XX/XX/XXXX, due to they didnt provide me any information of our " missing money '' They transfer me to bank represent named XXXX XXXX she told us, they dont know what is going on with this transaction, and i asked them a hard copy of our signation for this transaction, they said they don't have it, and i told them, I dont have any online bank, there is no way i sent money via the online bank app, or website. she provide me the email of who in charge of the transaction department and another person who in charge of our checking account, I did email them 3 times, they still never replied to me. and then i did my research on my statement, the unauthorized transaction was listed as " Duplicated payment in Ref XXXX '', the XXXX was the international wire I did on XXXX, which already successfully sent to our recipient at the XXXX  east west bank. but I never sent another payment. and the east west bank can not provide me a hard copy with my signature for this " Duplicated payment in Ref XXXX '', and like early i mentioned, i called them 4 times, email them 5 times, they never replied my email, and customer service 's investigation no result. So i am assuming East West bank stole the money from my checking account and possible money laundry., I will attached the bank statement copy for " Duplicated payment in Ref XXXX '', and also the the original XXXX hard copy with my signature. File_1 is the Bank Statement which Duplicated payment in Ref XXXX On XX/XX/XXXX, I never authorized this transaction, I asked EastWest bank to provide me a hard copy proof with my signature for this transaction, And they never did, and aslo they dont even have it. File 2 and File 3 are the original Wire Transaction I made on XX/XX/XXXX, they provide me the reciept with my authorzied signature. Basically, they took another extra {$20000.00} from my account on XX/XX/XXXX without my autherized, and they can not provide any approof hard copy with my signature.

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