Bank of the West

To read all of the “Bank of the West” series of posts, click here.

I’ve been a customer of Bank of the West since February, 1993, when it was known as Commercial Federal Bank. I’ve enjoyed a long and cordial relationship with this bank. But it may end July 30.

The reason it may end lies in the Denver University Hills branch, where I have had an account for perhaps three years. The people there are dour; hapless; unhelpful; and unresponsive, as the letter below indicates.

The downtown California Street branch, in contrast, is staffed by the most exemplary employees. I have another account there and visit it regularly. Today, when I asked young Jake if he knew the University branch manager’s name, he not only rattled it right off but volunteered the branch’s address and phone number.

Namaste’ to Jake, Taylor, Rebecca, and the manager who sets such a fine example for them, Aaron! I will miss them all if Mr. Peter Ossian of the University branch does not mend his ways.

Mr. Peter Ossain
Bank of the West
2720 S. Colorado Blvd. # 700
Denver CO 80222

August 17, 2009

Re: Checking account # #########

Mr. Ossian:

My account was charged $72.00 in unspecified “fee” on July 21. I called your toll-free number on July 22, requesting a written explanation of this event. I was assured it would arrive within 10 days.

Instead, I received a letter essentially saying “pay up or we’ll close all your accounts and report you to the credit agencies”. It was unsigned and there was no option to respond.

Naturally, I found another financial institution in which to keep my money at once.

I then called your branch and explained the foregoing to the woman who answered. I again requested a written accounting of these charges. She said she was going to put me on hold while she looked for a manager. I explained that I did not have time to wait an indeterminate period on hold or to repeat myself, and asked her to give to the manager my very simple, reasonable message: send a written explanation of the charges. I bid her good day and hung up.

Instead of the requested explanation, I received an identical copy of the first, anonymous threat.

Having failed to move you with polite, reasonable requests, I now resort to other tactics. Here is what will happen if I do not receive a written, detailed, perfectly unambiguous explanation of why you think you are entitled to $72.00 in time to avert the consequences you threatened:

You will be summoned to small claims court. Not Bank of the West, sir; you, personally.

If you do not appear, I will win a default judgment and pursue all the credit reporting and collection measures with which you threatened me.

If you do appear, then you will spend enough tedious, unproductive time in court to write at least a score of letters such as I am requesting. You will explain these charges or be held in contempt of court.

I await your response, or your passive acceptance of your karma, with a serene lack of preference.

Namaste’

David Hakala

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