ComplaintsforArizona Bank and Trust, a Division of HTLF Bank
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Complaint Details
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Initial Complaint
06/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Discontinuing every members debit card, without notification. And even putting my debit card in system as lost or stollen, when I never reported this, I still have my card, unable to access my money, to eat, pay bills, anythingBusiness response
06/13/2024
I am writing in response to the complaint submitted to the Better Business Bureau (BBB) on June 4, 2024, regarding your concern that Arizona Bank & Trust, a division of HTLF Bank (Bank or we) did not properly notify you that the debit card associated with your deposit account ending in #**** (the Account) would be deactivated. We researched your concern and would like to provide you with the following response:
On March 5, 2024, we sent an email to the address of record notifying you that the debit card associated with the Account will be deactivated on May 30, 2024. According to our records, the email was not opened by you.
On March 22, 2024, a replacement debit card was mailed to mailing address of record.
On March 28, 2024, we sent a reminder email to the address of record that the debit card associated with the Account will be deactivated on May 30, 2024. According to our records, the email was not opened by you.
On May 20, 2024, we sent a reminder email to the address of record that advised that according to our records the replacement debit card mailed on March 22, 2024, had not been activated. Additionally, the email communication advised that the original debit card associated with the Account will be deactivated on May 30, 2024.
According to our records, the replacement debit card associated with the Account has been activated and account activity has resumed.
We take customer feedback seriously and we hope that this resolution provides some closure to your situation. If you have any additional questions, please do not hesitate to reach out to us.
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Customer Complaints Summary
3 total complaints in the last 3 years.
3 complaints closed in the last 12 months.