Complaints

• Initial Complaint

  02/12/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have had various accounts with ********************** Bank and Trust most of my life. This involves my checking account. Currently only the ******** location is open in *********, but it is run by expert management with Chavon as Branch Manager, as well as her three staff employees. All are gracious, professional and kind. On January 30th, I had a breach of my checking account and had to report it as fraud. A debit card was mailed out. But the card has never arrived. I went into the branch and Chavon requested a 2-day rush. Still, that card never arrived. Today is February 12th and I still do not have my new debit card. Honestly, I just can't believe how slow and unresponsive the new bank merger has become. This doesn't bode well for Wisconsin Bank and Trust, which is the former ************* of Sheboygan. The President of ************* and my Dad were best friends. All of our family, relatives, neighbors had accounts with *************. Their downtown facility was stunning with skylights, live plants and foliage, a circular staircase, and a touch of a "***** ***** ******" style architectural design. When WB&T bought them, we all went with the new branches and WB&T did not disappoint. Most are in *********. ******** is a ************************** *********. The debit card is still not here. I would like a complete investigation as to what happened, why I'm being short-changed with such a slow reaction, unprofessional response to an urgent client need with lack of attention and consideration to a long-standing account. I have even opened Platinum CD accounts with my inheritance, as well as a savings account. Are you trying to tell me to go elsewhere? Then say it. This complete lackluster service does not represent a financial group which understands whose money they are responsible for and managing. I am a former Assistant Vice President of ****************** operations in ***. I demand an answer. Have you processed a new debit replacement card or not?

  Business response

  02/21/2025

  *****************
  *****************
  
  
  February 21, 2025
  
  
  *** ******
  **************************************************
  **********, Wisconsin 53227
  
  
  Re: Better Business Bureau (BBB) Ref# #********
  
  
  Dear Ms. ***************** are writing in response to the correspondence you submitted to the BBB on February 12, 2025. In your correspondence, you expressed dissatisfaction regarding the delay in receiving the debit card associated with your deposit account ending in #**** (the Account) from ********************** Bank and Trust, a division of ********, n.a. (the Bank or we). This communication serves as the Banks response.
  
  Our records indicate that on January 30, 2025, you contacted our customer care department via phone regarding a fraud breach of the Account, and in response we promptly closed the associated debit card and issued a new card. However, there was an error that prevented the new card from being processed and mailed as a high priority item. When you subsequently visited our *********************** on February 3, 2025, we initiated a high-priority rush request for a new debit card. Unfortunately, because a new card had already been ordered, the rush request was rejected. To remedy this, on February 13, 2025, we closed the card ordered on January 30, 2024, and processed a new high-priority rush request for a replacement card. The new card ending in #**** was shipped via *** tracking # 1Z55X7803048672398 and was delivered on February 18,2025.
  
  The Bank takes customer satisfaction very seriously and is committed to maintaining high standards of service. We apologize for the inconvenience that this has caused and are evaluating how we can do better in the future. If you have any further questions regarding this matter, please contact customer support at ************.
  
  Sincerely,
  
  
  **** *****
  Sales Area Manager, SVP
  
  

  Customer response

  02/21/2025

   
  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. ↩