Complaintsfor5 Star Bank

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  May 13, 2024, I contacted my (at that time) bank 5 Star to close my checking account: *********. ***************. The representative who assisted me said it would be done and my balance of $1463 would be sent via cashiers check. Three weeks went by, and I had not received my check. I receive emails from the **** showing what mail is to be delivered to me. May 29 or 30, I called again, about my check. They had no way of looking into anything other than to confirm my account was closed. She suggested I call Friday (5/31) or Monday (6/3) if I had not received my cashiers check.The names and spelling of bank staff below may not be 100% accurate-I apologize for that.I waited until Thursday (6/6/24) to call again. Someone named ***** answered and since she could not provide me an answer asked if she could look into it and call me back within an hour. I said sure. Two hours later, I called having not heard from *****. She answered the ***** when I called back. All she could say was it was our Trinidad branch and that the cashiers check had not been cashed but that they could not do anything further. Also, she said unfortunately it had not been mailed registered. Then, she asked how long mail took to ******; I informed her, typically 5-7 business days. As of today, it has been about 19 business days. I then asked to speak to a manager. She said she was going to transfer me to ****** (or ******?). I was on hold, no one answered. ***** came on and said she was going to then transfer me to it might have been someone called ***** who was available. As soon as I was transferred, I went straight to voicemail. No one has since called me back. It is as if a bank that has served me so well for decades decided to keep my final funds after I informed them of my need to close my account. My health has turned, which I told them when they asked why I was closing, and I am trying to simplify things for my family. Can you attempt to help me get my own money back?

  

  Business response

  06/08/2024

  ************************* 5Star Bank's Compliance Officer contacted **************** on June 7, 2024. **************** stated that he called 3 times on June 6, 2024, regarding his missing cashier's check that was created and mail on May 13, 2024. ****************** apologized that his phone calls were not returned timely and stated that 5Star Bank was short staff on June 6, 2024. ****************** will be talking to all the customer service staff about returning phone calls timely even when short staffed. During the phone conversation that ****************** and **************** had on June 7, 2024, ****************** explained that 5Star bank needed a bank form completed reporting the loss of the cashier's check. ****************** further explained that even though UCC code ***** states 5Star Bank cannot place a stop payment on the missing cashier's check for 90 calendar days, that once she received the bank form back from him, she would issue another cashier's check and send the check by ***** with a tracking number. **************** was satisfied with ********************** response. 5Star Bank has received the completed form reporting the lost cashier's check and will be issuing a new check on Monday June 10, 2024. 

  5Star Bank tires to provide excellent customer service at all times, and additional training will be provided to the customer service staffed regarding returning phone calls timely.  

  Customer response

  06/13/2024

   
  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,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩