Consumer complaint received 2025-10-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CHARLES SCHWAB CORPORATION, THE
State: FL

Complaint narrative:
Hello. 
I'm a XXXX citizen living in XXXX. I was locked out of my Schwab checking account for doing XXXX XXXX transactions XXXX of {$300.00} dollars into my account, and another of {$100.00} dollars out of my account. They won't lift the lock unless I send them documentation that since I'm out of the XXXX, it's hard to obtain, it will cost me money and time because it has to be notarized and apostilled and they are not going to compensate for my time and the costs involved. 
I asked them to release my funds at least with a check to my address in the XXXX but they refused. So basically until I give them this documentation they will keep my money. They won't explain why they need this information and why it was locked. This is affecting me big time, because I don't have a lot of money, I'm abroad and this is my only source of funds. I believe this is unreasonable and an overreach. I've given them all the possible options to confirm my identity like video calls etc., I entered passwords, security questions, social security, and personal information and they still refuse. 
So here 's the story with dates and everything. 
So recently I opened a checking account with Charles Schwab Bank because they offer free international debit card transactions and no monthly fee. Recently I mean about XXXX weeks ago. 
On XX/XX/year>, just last week I funded my account using the service XXXX with {$300.00} dollars coming from my XXXX XXXX account, this so I can get my debit card sent to my address in the XXXX for a relative or friend bring it to XXXX. XXXX XXXX does charge international transactions, that's why I wanted to use a different one. 
Testing the app was functioning properly etc., I tried to send to another account I have in XXXX XXXX, {$100.00} dollars, which triggered a suspension of the XXXX account. On the same day XX/XX/XXXX I called numerous times to the bank and spoke with representatives that tried to help me. 
I tried to do the XXXX transaction again with a different amount {$50.00} dollars which was locked too but after speaking with a representative they managed to send it through although the {$100.00} dollars was still pending. 
After not being able to help me with this {$100.00} dollar transaction, they suggested to wait until the next business day to see if they took the lock off the XXXX. 
I waited until Monday XX/XX/XXXX and to my surprise when I tried to log in to my account, it was completely locked. I couldn't get into my account. Not just the XXXX but the whole account with {$250.00} dollars in it. 
I called the bank, spoke with supervisor after supervisor and they explained to me that unless I send them a notarized copy of my passport and a copy of the statement from the bank where I did the {$300.00} transaction from they will keep the lock on my account. They didn't explain why, they simply stated that that was the only option for the to release my funds. 
I explained to them that since I'm in XXXX it's hard for me to notarize a copy of my passport because since it's international it has to be apostilled as well. This costs money and takes a lot of time to do. 
I asked them for any other way for them to confirm my identity, like a video call etc. But they refused. 
This is clearly an overreach, a violation of my right to having my mk eye available when I need it. 
I asked them for a letter explaining why they locked my account but they refused to send it. 
That's the reason I'm using this platform, I wouldn't mind obtaining all this documentation but I will need some compensation for it. 
i sincerely hope you can help me with this matter. 
I'm attaching a screenshot of the transaction from my XXXX XXXX account. A communication they sent me by secured email of what they're requiring and a photo of my passport. 

Thank you very much.

Company response to consumer: Closed with explanation