Consumer complaint received 2025-03-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TOWNEBANK
State: VA

Complaint narrative:
Dear Towne Bank I am filing a formal complaint regarding a clear case of XXXX discrimination at the TowneBank XXXX XXXXXXXX location, specifically involving VP Branch Manager XXXX XXXX. Her actions demonstrate bias and unfair treatment toward XXXX customers, and I request a full investigation into her conduct and TowneBanks banking practices. 

On XX/XX/XXXX, I visited the TowneBank XXXX XXXXXXXX location to withdraw {$870.00} from my account, which had been open since XX/XX/XXXX. Later that same morning, I attempted to use my debit card, only to find that my account had been closed without prior notice or warning. Upon calling the bank for an explanation, XXXX XXXX cited recent activity as the reason for closing my account. However, this reasoning was vague and fails to account for the fact that I had consistently deposited over {$10000.00} into my account in the past 30 days through both direct deposits and cash. 

Additionally, my account was not negative at the time of the closure. I had always followed TowneBanks policies, including enrolling in the discretionary overdraft program, which allows for overdrafts to be covered at the banks discretion if my balance was insufficient at the time of a transaction. TowneBank had previously covered overdrafts on my account under this program without issue, so there was no reason to abruptly close my account when I followed all terms of the program. 

Given that my account was not negative at the time of closure, and I had made significant deposits within the last 30 days, XXXX decision to close my account is unjustified. Furthermore, her vague justificationciting recent activitydoes not hold up when viewed in light of my accounts recent history and the banks own policies. 

When I attempted to speak with XXXX directly at the branch, she avoided me entirely and failed to provide any legitimate explanation for her actions. This treatment feels discriminatory, especially considering that XXXX  customers with similar account statuses and activity are not subjected to such actions. 

I believe TowneBank has failed to uphold its stated policies and allowed XXXX bias to influence its decisions. XXXX XXXX actions suggest a pattern of discriminatory treatment that goes against the principles of fair and equal service. I demand a full investigation into TowneBanks discretionary overdraft policy, how it is applied to XXXX customers, and specifically into how many XXXX customers may have had their accounts closed under similar vague justifications. 

It is critical that TowneBank address these practices to ensure fair and equitable treatment for all customers, regardless of XXXX. I urge you to take immediate action, including investigating the conduct of XXXX XXXX and her role in this unjust treatment. Please inform me of the steps TowneBank will take to rectify this situation and prevent future discrimination. 

Sincerely, XXXX XXXX

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