In this particular situation, the bank was unable to close Mr& Mrs***’s account on January 30, 20**, the day Mr [redacted] came into our [redacted] branch to close the account due to an outstanding item attempting to clear the account the evening of January 30th When Mr*** requested to close the account, he was asked if there were any outstanding items on the account that could be presented for payment His reply was ‘no’ This is important because the language in our Terms & Conditions clearly states: “When you close your account, you are responsible for leaving enough money in the account to cover any outstanding items to be paid from the account.” The balance in the account as of the account closure request was $ This amount was given to Mr [redacted] on January 30th to get the balance to zero and close the account Had no other presentments hit the account, the account would have closed that day and none of the other events listed in the complaint would have occurred On the morning of February 2nd, the online bill payment that was presented the night of January 30th cleared the account, creating a negative account balance With the balance no longer at $0.00, our system would not allow the account to close Five subsequent transactions, including four ACH transactions from [redacted] , posted to the account We were unable to prevent these items from posting to the account (we couldn’t close the account completely due to the pending items and subsequent negative balance) Had we known about the six items that were still outstanding at the time the account closure was requested, we would have advised the customer to deposit additional funds in the account to cover all payments and wait until all six items cleared to close the account All NSF fees incurred have now been refunded to the customer
In this particular situation, the bank was unable to close Mr& Mrs***’s account on January 30, 20**, the day Mr [redacted] came into our [redacted] branch to close the account due to an outstanding item attempting to clear the account the evening of January 30th When Mr*** requested to close the account, he was asked if there were any outstanding items on the account that could be presented for payment His reply was ‘no’ This is important because the language in our Terms & Conditions clearly states: “When you close your account, you are responsible for leaving enough money in the account to cover any outstanding items to be paid from the account.” The balance in the account as of the account closure request was $ This amount was given to Mr [redacted] on January 30th to get the balance to zero and close the account Had no other presentments hit the account, the account would have closed that day and none of the other events listed in the complaint would have occurred On the morning of February 2nd, the online bill payment that was presented the night of January 30th cleared the account, creating a negative account balance With the balance no longer at $0.00, our system would not allow the account to close Five subsequent transactions, including four ACH transactions from [redacted] , posted to the account We were unable to prevent these items from posting to the account (we couldn’t close the account completely due to the pending items and subsequent negative balance) Had we known about the six items that were still outstanding at the time the account closure was requested, we would have advised the customer to deposit additional funds in the account to cover all payments and wait until all six items cleared to close the account All NSF fees incurred have now been refunded to the customer