On July 19, I was aboard a commuter train and my checkbook and a check written out to me for $540.00 was stolen out of my purse. I called Washington Mutual's call center at 2130 the same evening and asked to stop the checks that were stolen.
The call center reported I would be responsible for paying $30 per check to prevent the thief from using them. I also requested my account to be closed and received confirmation that it was closed.
I spoke with the police a few days later to file a crime case. M. Becker #5337, City of Carlsbad Police Officer, took down my comments and information to file CR# 07-6637. A few days later, a woman from the Police Department called to confirm details and to advise me to close my account and to place a fraud alert on my credit report. I advised her I closed my account July 19 and that I would file a fraud alert.
Due to work circumstances, I was unable to go into a branch until July 27. When I went in, I spoke with Arti Mehta, Sr. Personal Financial Rep., who was nice and tried to be as helpful as possible. When I asked for my account to be refunded the overdrafts incurred due to the stolen check, she advised she could only refund five.
I asked for the branch manager, Sheila Barrow, to come out from her office talk to me in person and she was rude. She did not shake my hand, she did not answer my questions and all she kept saying was that it was my fault my checkbook and check had been stolen. I tried to explain to her that any money I "deposit" to Washington Mutual is actually a loan to them, therefore, when they profit off people borrowing that money in a form of a loan, I should earn that profit. Barrow proceeded to tell me that my situation had nothing to do with borrowing and lending.
When I asked again for my account to be closed, Mehta told me she would take care of it for me and for me to call Quality Control (otherwise known as corporate headquarters) (800) 225-5497 and someone there would help me out with my complaint against Barrow's rudeness and disrespect. Neither Mehta nor Barrow informed me that if I called Quality Control right then, the offices were closed.
I left a message for Quality Control on July 27, July 28, July 29, July 30, and July 31. Never did anyone call me back.
I called the customer call center back on July 27 to confirm the branch had closed my account, but they confirmed nothing had changed.
Again, I requested my account be closed, my stolen checks to be stopped, and for me not to ever have to deal with them again. The woman on the phone identified herself as a supervisor and promised I had been taken care of, and this time, no charge for the checks to be stopped.
Fast forward to August 3, payday for my company.
My direct deposit was setup for automatic deposit money into the Washington Mutual account and I informed my payroll department that my account was closed. She confirmed that if it was closed, the money would bounce back and I would get a real check reissued to me.
My paycheck was automatically deposited because my account was still not closed.
Finally, today, August 3, I received a live person at Quality Control (800) 225-5497 and spoke with Sherry Jordan who says she reports directly to Kerry Kilenger. She informed me that since the errors were not the bank's fault, she could only refund two more overdraft fees.in addition, she denied having received any voicemails and never apologized for the hassle of trying to get hold of someone.
After we spoke for 20 minutes, she informed me that none of the persons I had spoken to at the call center or the branch would close my account for me unless it was a zero balance. She also told me that she would not close my account and that I would continue to accrue overdraft fees if it was a negative balance.
This has become quite ridiculous for me to handle and I hope someone can help me.
Amy
Carlsbad, California
U.S.A.
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