Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First the bank emailed me saying they were closing my account, so one feb/14/2025 Friday I call the bank customer service then they asked me to call branch, so I did, but then the branch representative told me they decided to keep it open, and your direct deposit was deposited on the same day but is being held, which the representative told me the fund would be release the same day and my account will stay open the same day, but next day I found out that is not the case, so I call back in to the branch on, it appears there's a serious communication error within the bank, on feb/15/2025 Saturday I called in just to find out they are not sure about closing the account or keeping it open, regardless my direct deposit still being hold for no reason. Obviously the have some internal issues, then they told me bunch of none sense and force me to listen to their reasons and saying I have to wait until feb/18/2025 Tuesday to call back in for them to tell me what the decision is, at this time my account is opens but inactive, I still can't access my direct deposit, (which has already shown in my account on Friday)but their actions not allowing me to get my paycheck is just not right, cost me have other payment delayed and accounts got canceled.

  Business Response

  Date: 02/25/2025

  Dear *** **:
  East West Bank (Bank) received correspondence from the Better Business Bureau (BBB)
  regarding your complaint dated February 18, 2025.
  You are a valued customer, and your concerns are very important to us.
  According to correspondence we received from the BBB, on February 18, 2025, you allege that you
  were provided misleading information on the status of your account and that *** withheld the funds
  on your account.
  We apologize for the experience you received due to miscommunication with branch staff on
  February 14, 2025.
  Upon thorough research:
  ? *** has ensured that all the outstanding items that came in on February 14, 2025 were paid
  and no fees were assessed on the account.
  ? Hold on account was released on the account on February 18, 2025.
  We tried calling you multiple times and look forward to speaking with you to apologize for the
  miscommunication.
  We appreciate your business and thank you for the opportunity to respond to your concerns.

• Initial Complaint

  Date:01/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue: I deposited $20,000 into East West Bank, and was refused a refund. I'm submitting this complaint to ask for my money back, and close my account. I contacted the Bank several times, but failed to resolve this.Details:I opened a checking account with ********* (an online banking platform under East West Bank) in December 2024, deposited $20,000 into it, only to find out it doesn't allow withdraw. I contacted help through online chat, and was told I need to deposit another $5,000 to "activate" the account. I think this sounded like a scam, and demanded a refund immediately. It was not resolved that day.I called East West Bank on 12/26, and was promised a refund back to the original source in 7-10 business days. When I asked for a confirmation email or a case number, it was ********* I waited for 10 business days, and called again. This time I was told by another representative that there has been no activity on my account, nor was there any note from 12/26. I demanded a refund, and was asked to wait for 60 days in order to do ******* that time, I realized there's something wrong with this bank, because everything I went through was not normal. It's my money, why do I have to go through so much trouble to get it back from a bank that's supposed to service the clients? My ask is simple - refund the money back to the original source, and close my account.

  Business Response

  Date: 01/14/2025

  East West Bank (EWB) recently received correspondence from the Better Business Bureau (BBB)
  regarding your complaint, dated 1/10/25, regarding not being able to close the account and return the
  funds back to originator.

  You are a valued customer, and we work diligently to ensure our services are provided in adherence
  with all laws and regulations and with respect for all parties in transactions where East West Bank may
  have a role.

  According to correspondence we received from the BBB on 1/10/25, you allege that you had contacted
  **** customer service center on 12/26/24 and 1/09/25. You were provided conflicting information on
  the timeframe it takes to close your account and return the remaining funds back to the originator.
  We sincerely apologize for the service you experienced. Per your request, we have closed your account
  and returned the funds back to the originator on 1/10/25.
  We thank you for the opportunity to respond to your concerns.

  Sincerely,

  ***** ***
  First Vice President
  Complaint Administrator

• Initial Complaint

  Date:07/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 04/24/2023

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

• Initial Complaint

  Date:01/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********************* 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

  Date: 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

  Date:11/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 12/01/2022

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

• Initial Complaint

  Date:05/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.