Consumer complaint received 2025-11-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: MORGAN STANLEY & CO. LLC
State: OH

Complaint narrative:
I opened a new checking account with E * trade bank on XX/XX/year>. Upon account opening, I then deposited a check issued by my previous bank as a refund on funds I had held in an account through them that I had voluntarily closed at my request. After successfully depositing my check via the mobile check deposit service offered by E * trade, I then decided to take the check to the bank that the check was drawn on and have it cashed in person in order to access the funds more quickly and I then placed a phone call to E * trade bank 's customer service number to request a cancellation on my mobile check deposit and was notified that a cancellation could not be processed once a mobile check deposit had been initiated, which was ok with me and I ended the call to wait on the check funds to post to my newly opened account. The check was processed and the funds had posted and were made available in less than XXXX hours after making the deposit. It was at this point, within minutes of the check funds becoming available, that this bank, E * Trade bank, placed a suspension on my account and the available funds that I had in it pending a request made for me to submit a photo ID to verify my identity. I was not asked to do this at the time that I opened my account, nor during the mobile check deposit process, or when I made a request to receive a debit card for this account. Not until I had opened my account and funded it, was this request to verify identity made. I did not have an unexpired ID at the time and was informed that an expired ID was not acceptable, so customer service instructed me to reach back out to them once I obtained a new ID and that the account suspension and funds restrictions would be lifted. XXXX weeks later, and without any verbal or written notice, E * trade closed my account with {$1000.00} in deposited check funds still in it. These funds were not returned to me and have still not been returned and it has now been almost 6 months. I have made several attempts to contact customer support and obtain information on the status of my funds and why I haven't received a refund for the available account balance that I had at the time that the account was abruptly closed without any warning, and the last information provided to me was that a letter had been mailed to me explaining the reason for the account closure along with the status of any remaining funds left in the account at the time of the closure. After waiting for 30 days and having not received the letter that this bank claimed to have sent, I then contacted their customer support department to inquire on the letter that I had never received. I was told over the phone that any information contained within this undelivered letter regarding the status of my closed account along with the funds that were in it at the time of closure, would not be discussed with me over the phone. When I requested that a new copy of this letter be sent to my address they had on file, the representative stated " I doubt that a new letter will be sent '' and I was rushed off the phone. I have never received any letters mailed to my address that this bank claims they sent, and all {$1000.00} I had held in the now closed account has never been returned and no information has ever been provided on it

Company response to consumer: Closed with explanation