ComplaintsforNational Bank of Arizona

• Initial Complaint

  01/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 26, 2021, 17 eBay transactions, totaling $1,937.63, were debited from my NBA account. I have not made any purchases on Ebay since May 2021. I notified National Bank of Arizona (NBA) card services immediately. They sent me a letter on November 2, 2021, indicating they opened an investigation, and that they had replaced the $1,937.08 in my account pending investigation results. NBA Bankcard Products & Services sent me a letter dated January 21, 2022, in which they indicated they had contacted eBay, and that eBay had contacted the alleged merchant, who had indicated that the last three of the "transactions" had been authorized by myself. NBA then indicated that $1,594.06 (I have no idea why this number is lower than the $1,937.63 total) would be removed from my account if I did not respond to the second letter by January 28, 2022. (I did not receive the letter until January 29.) I discovered on Saturday, January 29, that $1,594.06 was removed from my account, leaving with no money for the weekend, as well as the end of the month, when bills come due. Several pages from eBay were attached to the second letter from NBA, indicating that the last three of the alleged purchases had been delivered buy UPS to Florence, or just somewhere in Arizona. I received no such packages. I contacted eBay myself, and was told by their customer service person that I was correct, that I had made no purchases on the alleged date involved. HE ALSO INDICATED THERE IS NO RECORD THAT eBAY WAS CONTACTED BY NBA! Someone is lying! I have two complaints: 1) The MBA fraud investigators have been negligent and unprofessional in their investigations, and 2) I was treated very unfairly by having money removed from my account before I had actually received the letter, which should have been delivered via certified mail. I have no idea what is happening with this situation, but NBA needs to get to the bottom of it, and get the true story from eBay.

  Business response

  02/01/2022

  One document attached

  Customer response

  02/05/2022

   The letter sent by the bank did not address either of the problems I had with the complaint.

  
  

  1) The bank claims to have contacted the merchant.  EBay agreed with me that there were NO transactions in my eBay account from the dates when the fraudulent charges were made.  The bank continues to maintain that the merchant made legitimate charge for a legitimate transaction.  This is completely false.  The bank needs to admit that it failed to make an adequate investigation into the case, in effect allowing the alleged merchant to continue to defraud other people.

  
  

  2) The bank maintains that its policy of sending the letter by common mail was appropriate, in effect "shrugging off" the fact that significant funds were removed from my account, putting me in an uncomfortable position of being overdrawn, and not having access to my checking account funds for three days.

  
  

  The bank's response was typical of a corporate giant's uncaring attitude toward its clients.  I think it is time to change banks.

  
  

  Business response

  02/08/2022

  One document attached

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