ComplaintsforEast West Bank

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Thank you for reading my experience:On May 28th, I went to this bank to apply for a POA ****** of ********* for my father and provided all the legal documents. A week later, the bank informed me that they needed a doctor's certification proving that my father couldn't go to the bank in person. (At the same time, I handled the same request with *********** **** of America, and Citi ****. The first two banks processed it on the same day, and Citi **** took one week.)So, I provided a hospital admission certificate for my father. Another week later, the bank notified me that without a doctor's ********** they couldn't proceed. I then provided the doctor's ********* from when my father was admitted. A week later, the bank informed me that the doctor didn't specifically state that my father was unable to handle transactions, so they couldn't process it. I provided a hospital statement indicating that my father was hospitalized and wouldn't be discharged soon. A week later, the bank staff informed me that their manager, ***************, refused to proceed and insisted on a specific note from the doctor stating that my father couldn't handle any financial matters.To date, five weeks have passed, and the matter is still unresolved. This experience makes me feel that the bank manager, ***************, does not care about customer needs or state laws. He only seems to enjoy the pleasure of rejecting customer requests and the power he holds.If other banks can handle the same matter within a day, why does it take more than a month here? If you have banking needs, why not choose banks like ****** **** of America, or Citi **** that respect customer needs and understand the law, instead of a bank that doesn't?

  Business response

  07/17/2024

  We recently received correspondence from the ************************************ (CFPB)
  dated July 9, 2024, and from the Better Business Bureau (BBB) dated July 10, 2024. According to
  the correspondence, you allege that East West Bank (EWB) refused to add you as a Power of
  Attorney (POA) on your fathers, ********************* (******) account.
  Your concerns are very important to us, and we understand and empathize with the difficult times you
  are experiencing. Upon investigation, we were able to determine that our branch assisting you
  followed standard protocols in requiring a doctors note to prove capacity as one of our top priorities is
  to protect our customers and their information with us.
  After additional internal review of the Financial Durable POA as presented and the additional
  physician report you provided (signed by the physician on May 23, 2024) we will be adding you as
  POA.

  You may reach out to me directly to address your concerns.
  Sincerely,
  *****************
  First Vice President
  Complaint Administrator
  **********************************
  **************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I wired ***** dollars and ***** dollars to East West Bank. It was to be forwarded to a crypto currency exchange the beneficiaries addresss are both the same in ******** but under two different names. The bank is located in ca. Wires took place in October and November. when I called customer service. To check on the wire transfers. The money was picked up and accounts closed. I emailed East West Bank a letters concerning about *********** and also sent a certified letter to them. No answer. I was unaware that the crypto currency exchange was fake. The bank should have questioned the beneficiaries about closing account so soon after opening with large amount of cash. Banks usually have a kyc protocol (know you costumer). My bank tried to do a recall but received a notification that no funds available and one with no answer. Would think wire fraud and money not being involved. I would like the return of my funds. It should be noted I am senior, retired and the money was my life savings.

  Business response

  04/24/2023

  ***'s response to complaint is hereby attached. 

• Initial Complaint

  01/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm the victim of a scam. On 10/26/2022, under the scammer's direction, I sent 1 wire transaction in the amount of ******* from my****** checking account XXXXXXXXXX to East West Bank. Please see the bank account details from the scammer below: Beneficiary Name:************ Beneficiary Account Number: XXXXXXXXXX Company Address: **** ********** *** *** ** *** *******, ** XXXXX ABA Routing Number: XXXXXXXXX Received Bank Name: East West Bank Received Bank Address: **** ***** ****** *** *** ** *****, ** XXXXX On 11/1/2022, the scammer said they were unable to withdraw the ****** I wired to************ due to their bank account being frozen. The scammer asked me to recall the wire for a refund and asked me to wire the $9,000 again to another account. I contacted my bank the next day on 11/2/2022 to recall the ****** wire, reference #*****************. I called East West Bank customer service at (XXX)-XXX-XXXX and I was told the************ account is under fraud investigation, and they will reply to my bank's requests and will return the ****** wire if it's still inside of that account. On 11/23/2022****** bank sent me a secured message stating that East West Bank never replied to their multiple wire recall requests, so they gave up. Now, not only I lost money to the scammer, I also lost ****** to East West Bank, they never returned the ****** wire recalled on 11/2/2022 and kept my money in their bank, and no response to me and my bank to date. I hope *** can help me recover my ****** which East West Bank is keeping as if it's their own money. Thanks so much for your kind help!

  Business response

  01/25/2023

  Business Response /* (1000, 5, 2023/01/20) */ The subject transfers were made at your instruction. The activities by the Company and persons described in your letter were outside of and unrelated to the Bank. There were no facts or circumstances known to the Bank at the time of the transactions that would give rise to notice of the fraudulent scam. We recognize how difficult falling victim to a fraudulent scheme and your fathers resulting loss must be, however, the Bank is not a responsible party. Consumer Response /* (3000, 7, 2023/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The scammer never received the money. He didn't get the chance to withdraw the ***** I wired to him late afternoon of 10/26/2022, because you froze his account on *********** He agreed to refund me. The ***** is still in that permanently seized bank account with your bank. You're the one withholding the ****** My bank has recalled the ***** wire, but you never replied. You're the one keeping my ******* would like that money to be returned back to me. Thanks! Business Response /* (4000, 9, 2023/01/25) */ EWB response to consumer's rebuttal attached. Consumer Response /* (4200, 11, 2023/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) THE EAST WEST BANK COPIED & PASTED THEIR LAST ANSWER, THE BANK DID NOT ANSWER MY LAST REPLY. The scammer never received my ****** the East West Bank still has my ***** & is keeping my money. The scammer didn't even get the chance to withdraw the ***** I wired to him late afternoon of *********** because the East West Bank froze his account on *********** He agreed to refund me the ***** which is still in that permanently seized bank account with the East West Bank. The East West Bank is the one withholding the ****** My bank****** has recalled the ***** wire, but the East West Bank never replied. I would like my ***** to be returned back to me. Thanks!

• Initial Complaint

  12/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ********************* lives only *** miles away from East West Bank **** of ******** branch but he went to East West Bank ******** branch **** miles far away from where he lives and was brought by 2 unknown people accompanying him to do the followings he claims that he NEVER knows about on 11/17/2022: 1. Remove his Power of Attorney without any notifications and his consent but followed the oral instructions from the 2 unknown people accompanying him at East West Bank ******** branch on 11/17/2022 2. Place Post Notice Debit code without any notifications and his consent but followed the oral instructions from the unknown 2 people accompanying him at East West Bank ******** branch on 11/17/2022 3. Request bank to call the police for bank account theft without any notifications and his consent but followed the oral instructions from the unknown 2 people accompanying him at East West Bank ******** branch on 11/17/2022 4. Close my father's East West Bank account with INVALID EXPIRED driver license 5. Open my father's East West Bank account with INVALID EXPIRED driver license 6. The supervisor of clerk ***** at East West Bank ******** branch NEVER answered the call by waiting over 1 hour for several times 7. NO ONE returned the call after East West Bank ******** branch customer leaving phone messages My requests are as follows: 1. Restore his East West Bank Power of Attorney immediately 2. Cancel East West Bank Post Notice Debit code immediately 3. Call the police to investigate the identity of the unknown 2 people accompanying*************** father by providing your East West Bank ******** branch security video recordings for fraud investigation immediately

  Business response

  01/11/2023

  Business Response /* (1000, 5, 2022/12/15) */ East West Bank is attaching a response Consumer Response /* (3000, 7, 2022/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response because their actions did not follow their statements as follows: 1. The removal of Power of Attorney requires both parties to be present or notified but East West Bank did NOT do it. 2. East West Bank staff did NOT perform proper due diligence but allows INVALID EXPIRED driver license to open and close bank account. 3. Suspected Financial *************** Abuse should be reported to the proper authorities by providing ******** branch 11/17/2022 Camera Security Recording for investigation of the 2 unknown people accompanying my************ father but East West Bank did NOT do it. Business Response /* (4000, 9, 2022/12/23) */ EWB's rebuttal response attached Consumer Response /* (4200, 11, 2023/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to the letter issued on 12/23/2022 from East West Bank, the following is my responses: 1. My ******* old father, East West Bank Account Holder, was NOT AWARE that the Removal of his Power of Attorney but East West Bank followed oral instructions from 2 unknown people accompanying him at East West Bank********* branch on 11/17/2022 2. East West Bank Closed*********** old father's bank account with INVALID EXPIRED driver license 3. East West Bank Opened*********** old father's bank account with INVALID EXPIRED driver license 4. East West Bank ABUSED to report Financial Elder Abuse without VERIFICATION and SUFFICIENT EVIDENCE. East West Bank should report PROPERLY by providing East West Bank security camera recording of 2 unknown people accompanying*********** old father at East West Bank********* branch on 11/17/2022

• Initial Complaint

  11/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My father, ************ *******, was the victim of a scam that sent 2 wire transactions to East West Bank. One transaction happened on 10/19/2022 and the other in the afternoon of 10/20/2022. Once he told me about the transaction on 10/20, I told him we needed to go to his credit union and that he was scammed. We went to **** Federal Credit Union in ******** the morning of the 21st and they immediately sent a message to East West Bank that the transfer was a case of fraud. Meanwhile, I reached out to the corporate headquarters of the bank leaving a voice mail with all of the information below including my telephone number. I also spoke with a representative at a local branch in ********** at ************ also providing her with this information. I also sent an email to their fraud department using an email address provided by the headquarters. I repeatedly called and emailed them each day the following Monday, Tuesday, Wednesday, and Thursday and did not get any response. Our bank finally heard back via wire that only *** out of the ******* was returned. I believe they were slow to respond and did not perform their due diligence when contacted on the **** to investigate the bank communication. As a consumer, if I had a large transaction come into my account, there would have been a hold on the funds. Transaction 2: Account number: XXXXXXXXXX ******* sent on 10/20/2022 from **** Federal Credit Union customer ****** ***** ******* ********* number is XXXXXXXXGMQFMPXXXXXXXX Transaction 1: Account number XXXXXXXXXX ****** sent on 10/19/2022 from **** Federal Credit Union customer ****** ***** ******* ********* number is XXXXXXXXGMQFMPXXXXXXXX

  Business response

  12/01/2022

  Business Response /* (1000, 5, 2022/11/17) */ Contact Name and Title: ******** ** ********* Contact Phone: ************ Contact Email: *********************************** Response attached

• Initial Complaint

  05/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Closed my bank account for no reason and did not allow me to transfer my funds, told me I need to wait 90 days for the funds to be refunded, customer service attitude is very bad, completely bullying terms.

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/05/27) */ EWB has responded to the complainant directly. We do not agree with the complaint since suspicious activity was related to the account and the complainant has used profanity with our employees.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This bank is being used for ****** I bought a car that never arrived to me and I made a wire transfer to this bank to a business that ******** exist but has a business account in this ***** They *** ****** ********* in being able to use this bank as a place to transfer large amount of ******

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2021/12/14) */ East West Bank could not locate any accounts related to the consumer. This complaint does not belong to East West Bank. File closed. Consumer Response /* (3000, 7, 2021/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The routing number to the location that the transfer was sent is this bank I have attached both the east West Bank own routing number and the routing number provided by the scammers. This number is the same number additionally the bank information for the transfer detailed on this bank. Business Response /* (4000, 9, 2021/12/20) */ ****** response attached. Consumer Response /* (4200, 11, 2021/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did a transfer ******** that any bank that would open a business account would verify the legitimacy of such business. No other ******** can receive such large sums of money. Trusting the fact that banks are here to ensure our safety I did a transfer. Now this bank aided this fraud by ********* the thieves a venue through which they can steal money. Should it not have been an alarm that a business would transfer out ***** so quickly and close the ******** this action itself suggest ********** ********* My good will on the banking system led me to believe that this was a legitimate ********* Now we can switch wasn't and that it is being investigated by ***** The bank is responsible through fraud protection to ensure I am not robbed.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 3rd Friday, the *** bank in ******, ********* transmitted $12,130 to: Accout ******************* **** Bank ************ East West Bank Account numberïï��ï��XXXXXXXXXX *********** Noïï��ï��XXXXXXXXX SWIFT Codeïï��ï��EWBKUS66XXX Bank ******************* ***** Drive 4th ************ ***** CAïï��ï��XXXXX On September 6th Monday, the *** bank was informed that, this was an error. We requested the *** bank to submit the cancellation of this transfer, and requested the refund of $****** to the originator's bank account with the *** bank. On September 13, Monday, the East West Bank is still dragging its responsibility to refund the money to the *** bank account in ******, ********** Eventhough, the *** bank has sent two requests to the East West bank to refund the money promptly.

  Business response

  10/29/2021

  Consumer Response /* (-5, 14, 2021/10/01) */ I am still waiting for the refund of the money $12,130 USD that was sent in error to an old account with East West bank in El Monte, California since Friday September 3rd. The ANZ bank has requested many times to East West bank to refund the money since Monday September 6th. Please advise what are the next steps in taking legal actions against East West bank to compel it to refund the money promptly. Knowing that East West bank is committed a bank fraud and embezzlement by withholding the money illegally. I plan to file a complaint with the Federal Bureau of Investigation of the United States of America on bank fraud and embezzlement. Please tell me why the web link of my complaint that you provided is a blank page? I did add additional info on the web link previously. Business Response /* (-10, 20, 2021/10/12) */ Business supplied email: [email protected] Use this address for this or any future complaints, but nothing else Business Response /* (1000, 22, 2021/10/12) */ East West Bank received the complaint and has provided a response to the consumer via email on 10/12/2021.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩