Branches/Departments may request that an account be closed by the Consumer Operations Account Closure Exception Team when there is a client abuse of teammates (i.e. verbal, violence, or threats).

 

This Account Closure Request will normally be considered a request to close the entire relationship including demand accounts, certificate of deposits, IRAs, safe deposit boxes, credit cards, etc. (This request excludes Mortgages, Home Equity loans, Installment loans and commercial loans with maturity dates). Review of the relationship should be completed before submitting a request to close.

 

Account Closing Procedures

• ·     Email attachment containing Area Manager/Business Segment Manager/Market Executive approval and information regarding the teammate abuse MUST be attached to web form in order to be considered for processing.

Provide a detailed explanation for the closure in the text field below, and include the following:

• Detailed interactions/threats leading to the closing along with dates of actions taken. 
• What has been communicated to the client? By Whom? When?
• Were they notified of potential account closure?
• Has security been notified?

The Consumer Operations Account Closure Exception Team will initiate  the closing process within 72 hours from receipt of this form provided all necessary criteria is met. If client relationship closure cannot be processed, the requestor will be informed within the same timeframe.

 

Upon Account Closure Exception Team receipt of a complete and approved closure request, the client will be mailed a closing notification letter to indicate the accounts will be closed in 30 calendar days from the letter date. If the client does not close the account by day 30, the Account Closure Team will initiate closure the following business day.