Consumer complaint received 2025-06-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: MORGAN STANLEY & CO. LLC
State: CA

Complaint narrative:
My account was first restricted XX/XX/year> for reasons unknown. I wasn't informed of this until I tried using my card and it was declined at the register multiple times. I called and was told it was restricted and I needed to upload my XXXX  's i.d . and social to have it unrestricted and it would take XXXX hours. I uploaded the documents waited the 2 days logged in and saw that only XXXX account was unlocked. I called again and was then asked questions to verify my my employment and told I now needed to upload my i.d . and a bank statement from an account that I attempted to link for external transfer. I did as requested and had to wait yet another XXXX to XXXX hours which was all the way to the next week because of the weekend and holiday. I call again to check the status of my account and was told that my account was closed and that I would have to wait for a letter in the mail on how to retrieve my funds. I asked why my account was closed and the representative was not sure. She goes through notes made on the account and tells me my i.d . photo was out of focus and needed to be resubmitted and the bank statement as well. I resubmitted everything and waited the XXXX hours and call again, this time I was told that my account number on the bank statement is shortened and I needed to submit a statement showing the whole account number or they needed to do a 3way verification call. They attempted to call the number to the bank that matches the routing number and were told that my account is through their sister company and they would have to call them for the information they are looking for. They give the number to call disconnect that call and attempt to call the other number, this representative couldn't get pass the automated teller so I attempted yet again to upload a statement, my 1099, and a screenshot from inside of the app. XXXX  days later I'm still told that information I submitted is not enough and that this account has to be verified for my funds to be released. I explained to this person that it's a prepaid card from XXXX so that I get my payment immediately instead of having to wait for it to be deposited in a different account. I can not alter the statement to look any different than it does ( that's fraud ). I uploaded a picture of my i.d., social, and the card linked to that account and called back and told the person that I spoke to this time that they have my permission to call the number on the bank statement and input the card number to get pass the automated system and speak to someone. The representative of course called the bank that matches the routing number and came back in the line and says I have so and so on the line from evolve bank, I stopped him and said, " when you give them my information, they are going to tell you my account is through Branch and you're going to have to call them ''. The other representative said she's correct, would you like the number? She gives it to him, he places me back on hold, calls them speaks with someone. They tell him that they don't do 3 way verification calls but, I can call and request an account verification letter be emailed to me. He comes back on the phone relays this information, tells me get the letter, upload it, call in and let them know it's uploaded so that the process can be expedited and completed within XXXX to XXXX hours. It took me about XXXX hours to receive the letter, immediately uploaded it and called in, representative pulls it up places me on hold about XXXX minutes and comes back and says ok we can move forward with your SEP IRA. I said wait what?!?! I need my money from all 3 accounts!! He starts to tell me the same nonsense about waiting for a letter in the mail with instructions and other stuff that makes no sense. At this point I'm completely out of character yelling at him stating everything I have been told every time of called over these XXXX weeks and ask for a supervisor. XXXX minutes later supervisor gets on the phone and lets me know the whole time the problem has been that they are trying to verify a deposit I received from XXXX insurance company for damages to my vehicle! He tells upload whatever I have regarding that payment and he'll make sure that it's marked priority and expedited so that I can withdraw my funds. It took me XXXX minutes to upload the paperwork and call back to let them know that I uploaded it. I was told that they were successfully received and submitted for review. I call back the next day and I'm told I have to wait until Tuesday for the review. I hang up and call back and ask to speak to the supervisor and the representative comes back to the phone saying he spoke with the supervisor and I have to wait until Monday. Every time I call I'm told something different, I received a letter stating that they believe that the account was opened fraudulently and that I needed to call immediately if the decision was an error. They are holding my money stopping from working because I can not pay my car insurance therefore I can not XXXX XXXX. So my bills aren't getting paid, I'm late on my rent, now my baby is almost out of diapers and I have to figure out how to get through the weekend still unable to access my money

Company response to consumer: Closed with explanation