On occasion, the bank may decide that an account needs to be closed based on a variety of factors. Before the account is closed, a letter is mailed to the client informing them of the banks decision. You will see either a message stating that the account is being closed by TR&FP or by the BSA. For accounts closed due to fraud, please reach out to our Transactional Risk and Fraud team.
If the account is being closed based on a BSA decision, we are not permitted or obligated to provide any information other than that the bank has decided to pursue this action. Associates must not mention the BSA.
CSC Script
If a client contacts the Client Service Center for more information about an account closing, use the script below:
"According to our Terms and Conditions, and after a review of your account, the bank made the decision to close the account and discontinue the banking relationship. We are unable to provide any other information at this time."
Associates are not to mention the BSA.
Example - Account Closed due to BSA Letter
