Last fall, 16 secret shoppers visiting branches at some of thenation’s biggest banks found out just how hard it was to close anaccount.

That’s according to a new report from Consumers Union thatexamined the account policies and practices for the 10 largestretail banks: Bank of America, BB&T, Chase, Citibank, HSBC,PNC, SunTrust, TD Bank, US Bank and Wells Fargo.

Consumers Union found that some banks were engaging in apractice involving so-called “zombie accounts.” This is when somefinancial institutions reopen a closed account. Chase and Bank ofAmerica said they reserve the right to do this if a deposit, creditor debit hits the account, the group discovered. An unawarecustomer could potentially be hit with a number of fees, includingoverdraft and monthly maintenance on an account that was previouslyclosed.

“Right now. it’s up to consumers to ensure a smooth transfer toa new financial institution, even though banks control the means tomake it happen,” said Suzanne Martindale, staff attorney forConsumers Union. “We need to make it easier for consumers to movetheir money. so they have a real choice when it comes to where tobank.”

Consumers Union said only one of the 16 secret shoppers waswarned that his account could be reopened. A Chase’s spokespersondenied that the bank involuntarily reopens accounts. Bank ofAmerica’s policy is to reopen a closed account if anyactivity–credit or debit–hits the account, the advocacy groupsaid.

A secret shopper in Orange Park, Fla., said even after theaccount had been closed, Bank of America kept re-opening theaccount to process charges that should have been returned "accountclosed" and charged overdraft fees.

“I had already notified my auto-pay creditors that I had closedthe BofA account, but not in time for them to update theircomputers of the change. It took over three months and a threat tohire an attorney for damages plus file a formal complaint withregulators to get Bank of America to permanently close theaccount,” the Florida shopper told Consumers Union.

The secret shoppers did not visit credit unions. However, switchkits at cooperatives became very popular in the month leading up toBank Transfer Day last November. CUNA said 214,000 new membersjoined credit unions in October 2011. During the third quarter oflast year, the industry added 450,000 new members, according to theNCUA. Both CUNA and NAFCU have touted the efficiency and ease ofcredit union switch kits.

A J.D. Power & Associates study that polled 5,000 customerswho shopped for a new financial institution or new account duringthe past 12 months found that 66% would do so if the process wasquicker. Credit unions and small banks beat out larger banks,according to the data.

Meanwhile, Consumers Union said three of the banks surveyed(HSBC, PNC and US Bank) charge a $25 fee to close an account thathas been open for fewer than 180 days. Two more banks (BB&T andCiti) charge a $25 fee if the account is closed within 90 days.

All of the banks surveyed charged for wire transfers orcertified checks with fees ranging from $7 to $10 for a certifiedcheck and from $24 to $30 for a wire transfer.

Consumers Union also found that the account disclosures andwebsites for all of the banks surveyed failed to provide consumerswith clear account closing policies. In the fall of 2011, theconsumer advocacy group said it sent 16 secret shoppers to thebanks’ branches to ask how to close an account. Some shoppersreceived conflicting information on how to do so.

To give consumers clearer avenues to close an account, ConsumersUnion said it is calling on Congress and the Consumer Financial Protection Bureau to consider several policychanges.

Among them, banks should be required to bear the responsibilityfor transferring a customer’s automatic payments and deposits fromthe old account to the new account within 14 days. They should alsoprovide same-day electronic fund transfers at no cost toconsumers.