ComplaintsforBanc of California

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had to get a new ATM card from this bank. My old card got hacked. They said if I called the 800 number I could set my own PIN. It did not work. I tried several times. So I went into the branch. They were extremely unhelpful and treated me like I am stupid. They said my new cell number was not on file. They said they would put my new cell number on file and that within 24 hours I would be able to call that 800 number and get a PIN. It has been 2 weeks. The recording on the 800 number still says your information does not match our information. I got back on the phone with a representative today. We kept getting disconnected but I was not cussing or swearing. I was CRYING because this situation has been going on all month long and they will NOT HELP ME. No one at that bank cares about this problem. I cant access my account to get cash and literally none of my phone calls and none of my emails and none of my going into the branch have helped at all. I need a PIN number for my card. I cannot get a PIN for my card. I am frustrated and upset.

  Business response

  12/15/2023

  Thank you for taking the time to submit feedback regarding your debit card.

  We see that this complaint was submitted on 11/29/2023. However, per our records, we have reached out to you on several occasions between 10/02/2023 and 10/30/2023 to help resolve this issue. Most recently, our Redlands *********************** Services Representative called you on 10/26/2023 to discuss the issue. At that time, the issue seemed to be resolved. On 10/30/2023, the Redlands Branch Manager called you to check in with you, and you verified on that date that your debit card was still working as expected. We have no knowledge of any issues with your debit card since that time. If your issue is still not resolved, please reply to this message, and we will have somebody reach out to you to get additional details on the problem.

  Thank you.

  Customer response

  12/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

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