I just wanted to add something. In the future, you should never write a check for funds you haven't actually deposited into your account yet. It is always best to be sure the money is in your account and available before you write a check. A lot of people make this mistake, assuming the paycheck will arrive as it always does for example, but if something was to go wrong, you've written a hot check. It's always a good idea to be careful about that.

Hi,

I thought I would post a quick follow-up. Thanks, first off, for all of your responses. After discussing 229.13(h) with my bank's branch asst. manager (who is an unprofessional jerk for lack of better word), I was told again that the bank's regulations were 6-11 days. After asking for his manager, I was informed that she was not available. Asking for a regional manager - I was informed that the bank is not allowed to give that information out to customers.

I spoke again to their quality assn. team again at their executive offices regarding 229.13(h) and was told that the issue is closed. The only folks able to discuss such matters was their legal execs who do not speak with customers directly either.

Truth be told, anytime I would mention any regulation I was treated like a complete idiotic nuisance, regardless of my politeness and general professionalism. I was told over and over that the bank’s guidelines are what “they have to follow”. When I asked if those guidelines supersede FDIC regulations and was told that they could not answer that (from 5 different phone managers). One customer service rep actually sent me to a branch to meet with another manager in which I waited an hour for before being told that she wasn't available to help me. More waste of my time.

These folks cost me 2 days of work and almost cost me my new home. Although I'm not a bitter sort of guy - there's no reason why a national bank should treat someone this way. It's very annoying to be treated like a fraud and not provided with any information as to who to contact regarding a legitimate concern. I would like to file formal complaints outside of my bank regarding this but I need to know what to do?

Now on to the good part. I went to my other bank where my business accounts are held and explained the situation. They quickly called the issuing bank to verify and provided me with the full amount in cash. I went back across the street and personally asked for the same asst. manager. I gave him $15,500 in cash and told him I needed the funds available immediately. He started shaking. He told me that there is a hold on cash deposits as well. "You've got to be kidding me" - "Oh yeah, I am". Really professional. So he took my deposit and the check cleared yesterday. All is well as far as my home purchase.

I left a message for his manager and received no callback. I also left a follow-up message for the exec offices quality assurance team but I must be blacklisted from there as well. I'll be switching banks shortly over to my business bank (which is a credit union).

Funny - the asst manager told me "Well credit unions have different rules regarding cashier's checks, they can do those things". Whatever.

Is there a formal complaint I can file with the FDIC or something in order to prevent this nightmare from happening again? Or does anyone know of any strategy to speak with a higher-up exec at a large national bank?

Thanks,
Jeff

I had a problem with a phone company, (largest in US at that time). I experienced the same sort of run around, ineptitude, arrogance and ignorance. I sent a letter to the chairman of the board. It was resolved in 48 hours and I got two calls from his assistant to make sure I was satisfied. I tried the regular channels as you did and got no resolution.
As to regulators, I am sure you can alert the regulators of this bank of your experience, I suggest in writing with dates and names, for their review.
Congratulations on your new home.

Glad you got your money..sorry for the awful experience. You should write to the President of the entire banking company. Those large banks usually have an "office of the president" special customer service unit. Complain and tell them you are moving your account. Also you can write to their regulator. If the word national is in their name or the letters N.A. is after their name, it is the OCC.

In spite of the fact that this site is primarily directed toward bankers, I agree that your description of how you were treated speaks volumes about shoddy customer service and miserable customer skills. That sort of treatment reflects poorly on the bank, and troubles anyone who cares at all about professionalism in the industry.

You mentioned in your most recent post that the institution in question is a national bank. Here is a link to the Consumer page at the OCC, which would be the bank's primary regulator. There's a link on the page for filing a complaint.

which is more higher and powerful in a bank a credit officer or a quality assurance officer

These are functional titles, not necessarily corporate titles conveyed on actual officers of the bank by its board of directors. They could both be assistant vice presidents or vice presidents, who knows?

Neither of the titles you mention sound very "powerful" to me. Just my opinion.