Consumer complaint received 2026-06-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: ZIONS BANCORPORATION
State: CA

Complaint narrative:
I opened an account on XX/XX/XXXX and deposited my federal refund check and was informed that there would be a 9 day hold on my funds because of it being a new account. I was given a paper confirming that my funds would be available on XXXX. My account says my funds are available on the app and even the tellers when I called said they were available. I went in to make a withdrawal and they said no my funds were on hold. I was told they had received confirmation from the IRS that yes they sent me the money and just needed to double check my identity. I received a letter XXXX XXXX from the IRS stating that if I deposited the check to take it to the bank for confirmation. My account still says the money is available but I still can not access it. I misplaced my debit card and tried to call and have it cancelled and they said they cant cause of a note the branch made on my account. I called their helpline and they said I can only communicate with the branch cause of a note they made on my account. I called their helpline bank and was told by the banker, XXXX XXXX the same banker that opened the account, that the IRS reclaimed the money. The account on the app and when I called the teller still says my funds are there and available. Talked to the IRS on XXXX and was told that they never reclaimed my funds and that they had confirmed that I received the check, I signed the check and I was the one that made the deposit and said that I was paid on their end. The exact branch I spoke with was the Bureau of Fiscal Services and I asked what I do to access my funds and they specifically told me to file a complaint with CFPB and have the bank investigated as to why neither the money was sent back or why Im denied access. I spoke to the bank on XX/XX/XXXX and told them what the IRS told me and that all the XXXX numbers they gave me all say it has to be fixed at the branch and they said its not them it has to be handled by the back office. XXXX XXXX called me back that same day to inform me when Id be able to access my money. Instead he told theyre waiting on confirmation from the IRS I said I spoke to them and was told they approved it and and questioned why are you waiting and why did you say it was reclaimed when it wasnt. I asked again when will I have access and he said i dont know and Id have to wait and see. He then proceeded to tell me that hes the lowest guy there and no one will speak to him on it so I questioned how hes able to tell me what they said and why he got the email if they cant talk to him he said I dont know. This is the same guy that opened and is in charge of my account. I told him IRS told me that if he wont release my funds to file a report with CFPB and that I was going to after I got off the phone when he tried to intimidate me by saying well this call was recorded. Its XX/XX/XXXX and the banking app still says my funds are available but I still can not access them.

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