Consumer complaint received 2024-08-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: MORGAN STANLEY & CO. LLC
State: FL

Complaint narrative:
The beginning of XX/XX/year> I opened 4 accounts in total with XXXX from Morgan Stanley. I opened a checking and savings for myself and a joint checking and joint savings for my husband and I. I submitted a transfer from my XXXX XXXX  account {$500.00} into my savings and {$20.00} into one of my husbands accounts. The next day the accounts were locked. I called and they told me that they need more information. I upload a document stating to give my husband access to our joint accounts and he has his own login. The next day I call and they said the accounts were locked and needed more information. I do as told and my husband and I upload photos of his Permanent resident card, Work permit, social security card and Florida identification. They say great and nothing else is needed. The next day I try to login and I get in and think all is okay. Later that day I get an email saying my accounts are locked. I call and now they need me to upload photos. I upload my Florida identification, social security card and passport photos. They tell me that's all they need. By now my {$520.00} that was transferred from XXXX XXXX  had posted and I was like great! Then my accounts are locked again and I call and now they want me to upload another document. This was a letter Stating to give access to both accounts. The next day I receive 2 debit cards one for my checking and one for our joint checking and checks. They overnight my husbands debit card that we never got because we both work and they made it a signature required delivery from XXXX. The card was attempted to be delivered several times but no one is home. I called to ask them to deliver it to my work instead or change the delivery to no signature required. Meanwhile my cards were just sent USPS and went into our mailbox. XXXX told me no. I open the envelope with my debit cards and relieved the cards and my checks finally came. I see I need to call and activate the cards indicated by the sticker on the cards. I call to activate and they say my account is locked again and I was not happy because by then my husband and I both already changed our paycheck direct deposits over to our new XXXX accounts. I call the next day and a rude representative just tells me ACCOUNTS CLOSED! every time I tried to speak she would just keep repeating herself and then said per customers contract. I said why were they closed and she kept insisting she doesn't know and will receive a letter. I ask to speak to a manager and she states they will say the same thing. She finally agrees to get me to a manager and all have left and one will call me back the following day which never happened. The representative then calms down and says that maybe she can get the accounts back under review and opened again but will take 24-48 hours. She asks me to upload the bank statement from my XXXX XXXX  account that I transferred the funds from. I upload the documents as she asks and states to just wait now. I gain access again the next morning and then later that day the accounts are locked again and I totally lost access and the app and website state no accounts exist. We now receive his debit card in USPS mail. I call XXXX again and ask why I've lost access because we now have all debit cards and checks. They state the accounts are all closed. I asked why and they still could not give me an answer and they will submit a review. The next day I call again to check on the status and nothing progressed. The next day I call again and still not reviewed. I then am infuriated and tell them to close my accounts and return my money. They claim to check XXXX  to find out why the accounts were closed. XXXX tells me the account is under review for a return for transferred funds and then it will take 3 to 5 business days to get returned after its approved. I check XXXX  and there is nothing wrong and all it states is that I had opened and account with XXXX. I call again and still have not received my {$520.00} back into my XXXX  account. It's still under review and my XXXX accounts will now overdraft because XXXX is holding my funds hostage.

Company response to consumer: Closed with explanation