Complaints

• Initial Complaint

  02/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying for months to close a Cathay Bank account. Despite repeated phone calls and requests they have continued to charge me a monthly service fee. Despite my account now standing at $0.81 they tell me that I have to organize a funds transfer to get account to $0 in order to close the account. I have linked another US bank account, yet the online funds transfer will not work, presumably because the amount is so small. I have repeatedly told them I will forgo the $0.81 if they will just close the account. I am now concerned that the account will overdraw due to their service fee and despite my repeated attempts to close the account. I am not located in any close vicinity to any of the Cathay Bank branch locations. Also notable: I have never used the account, I was previously an **** account holder and when **** stopped operating in ******* the remaining small amount in the account was transferred to Cathay Bank.

  Business response

  03/06/2023

  Dear ***********************,
  
  We appreciate your business and hope you will continue to do business with Cathay bank in the Future.
  
  Per your request, your account has been closed on date 03/01/2023.
  
  Important reminder after your account is closed:
  Switch your direct deposit
  Switch all recurring payments
  
  If you have any further questions, please contact our **************** at ************ or email ****************************************** for assistance. Our customer service representatives are available from 6:00am-7:00pm(PST), Monday through Friday.
  

  emailed 3/1/2023

  to: *********************** <***********************************************;

  Customer successfully transfer out $0.81 on 2/28/23 and account was closed today with zero balance.
  Digital Banking Branch also sent out the account closure email confirmation to customer today. (Please see above for content of email.)

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 4th, 2023 around 5:23pm pacific time, I withdrawl **** by using ********* debit card at ****** branch ( 15323 ****** *** ******* ** XXXXX; (XXX) XXX-XXXX). The ATM charged me 3 dollars service fee which is reasonable, but the the ATM is malfunction and cash never come out. on the ATM screen it showed the transaction cannot proceed, but the money already took out from my bank account and the ATM printed a recevied showed the Withdrawl detail on it. At that time the bank is closed but still have some employee in there, i let them know what was going on, one lady said the bank is cloed and she cannot do anything about it, and she didnt even take a note about my case. later on, I contacted Cathay Bank customer service, they let me come to the******* branch one more time next day. I also called my debit card issue bank, they said regarding to this case, i have to contact Cathay bank directly. On January X XXXX, i went to the******* branch at 9am, at this time i am able to walk into the bank and see the same lady last night. She told me the issue will be solved by ATM department automatically , and that department doesnt even have a contact form. when I asked her how long gonna take to solve it, she said from a week to 12 weeks, and she doesnt even want to help me report the issue or take any notes about it. That's so ********** and so *************** I want *** help me to resolve the issue let the money back as soon as it can, i dont want to keep waiting, because i will leave the country soon for vacation.

  Business response

  01/25/2023

  Business Response /* (1000, 5, 2023/01/12) */ ****** Bank has following the procedure and appropriate protocol to researching this case and processing to resolve this issue. You can also file No Cash Disbursement Claim from your Bank and get provisional credit until the case is resolved. Sincerely, ****** Bank

• Initial Complaint

  04/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Cathay Bank sent bill payment to our landlord on March 14 and April 11 from our closed account XXXXXXXXX. In February 2022, Cathay bank merged our two accounts to one active account and informed us that all bill payment will get sent out from the active account. However, Cathay bank keeps sending checks from the closed account XXXXXXXXX in March and April. Our landlord charged us twice 35$ for returned checks . We have no fault at all because Officer in Cathay bank informs us that all bill payment will get sent out from the active account. We also found out Cathay bank charged $2 on Jan 28 and $ 15 on Feb 28 for service charge. We were never informed about this service charge , thus Cathay bank should refund this $15 service charge to us too. We request Cathay bank stop auto bill pay activity in our account immediately and refund us 70$ plus 17$ total 87$ immediately.

  Business response

  04/26/2022

  Business Response /* (1000, 5, 2022/04/25) */ Contact Name and Title: Compliance Department Contact Email: ****************************** Complainant must submit complaint directly to the Bank. Visit our website at ******************* Click on Contact Us, then "Make a Complaint." Bank will respond directly to complainant. Consumer Response /* (2000, 7, 2022/04/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩