ComplaintsforThe Bancorp Bank

• Initial Complaint

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to address a pressing issue regarding my Oxygen banking account. Since 2021, I have utilized this account without complications, particularly during tax season. However, on 02/01/2024, after receiving my federal and state tax refunds, my account was inexplicably blocked. The reason cited for this action, purported deposit inconsistencies, is unfounded. All deposits are rightfully mine, earned through hard work. It is unjust to deny access to my funds, especially when they stem from lawful tax refunds. Despite promptly providing taxes, ID, and proof of address, I was issued a small Letter of Indemnity (LOI) by the bank representative. However, the process to finalize it requires all parties involved and notarization—excessive for a routine matter. And because of that the woman at the Bank of America told me it’s a federal bank account and she cannot provide so much information about their detailed financial information Additionally, after being blocked, I received a call from Paula, the Oxygen limitations representative, who stated that the block was to verify my identity. She assured me it would be unblocked by morning. However, it has been almost a week, and my account remains inaccessible. Furthermore, the woman at Bank of America, responsible for tax refund processing, expressed disbelief at Bancorp's actions. She highlighted the unusual nature of their demands and advised filing formal complaints for violating consumer banking rights. Further complicating matters, my account was flagged due to inactivity, without prior notification. Though assured it would be unlocked by morning, this promise remains unfulfilled. As a result, my siblings and I have been forced to sleep in our car, deprived of essential funds. This situation is distressing, considering previous seamless transactions. I demand immediate account unblocking and resolution.

  Business response

  02/20/2024

  
  February 20, 2024
  
  
  
  RE: BBB ID 21253025
  
  Dear Mr. ****,
  
  This letter is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Office of the Comptroller of the Currency (“OCC”) and the Better Business Bureau (“BBB”) regarding your Oxygen demand deposit account (“Account”). The Bank provides banking services to Oxygen, Inc. (“Oxygen”), the program manager.
  
  Our review of the Account records indicates on January 31, Oxygen exercised their right as described in the Deposit Account Agreement to block your Account, as the activities didn’t meet the terms and conditions.  Then on February 7, the card was permanently closed. 
  
  On February 8, the funds were returned to the originating banks.  You will need to work with the originators to obtain the remaining funds. 
  
  If you have questions about this response, please send your message to the Bank using the email address shown below.
  
  
  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  
  

  Customer response

  02/25/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  Regards,

  Complaint ID: 21253025

   

  Rejecting because the bank is a fraud and lied about everything I’m still homeless and waiting for my refund!! Bancorp need to be shut down for good for fraudulent activity 

   

  Business response

  02/28/2024

  February 28, 2024
  
  
  
  RE: BBB ID 21253025
  
  Dear Mr. ****,

  The funds were returned to the originating banks.  You will need to work with the originators to obtain the remaining funds. 
  
  
  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I use Vault, a payroll check card provided via Paycom from my employer. My account was hacked and I cannot log in nor can I retrieve my money. When calling their customer service they do not provide resolution. There is no follow up with this process. Someone effectively stole my identity and their response has been terrible. They cannot help me because nothing matches and they don't have an appropriate escalation or fraud department to help out. I am short $1600 from this and I need this money which they do not help with.

  Business response

  02/21/2024

  February 21, 2024
  
  RE: BBB ID 21228352
  
  Dear Mr. *********,
  
  This letter is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau (“BBB”) regarding the Vault Visa Payroll Card (“Card”).  The Bank provides banking services to Paycom Payroll (“Paycom”), the program manager.
  
  A review of the records indicates the account was suspended on January 31, 2024 and later closed for suspected fraud on February 2.
  
  On February 8, the account was manually reauthenticated and an email was sent to you informing you of the account profile update. We encourage you to call Customer Service to review the activity on your account and open a dispute claim if there are any transactions you do not recognize.  They can also assist you in accessing the funds. 
  
  We apologize for any inconveniences this has caused and if you have questions about this letter, please send your message to the Bank using the email address shown below.
  
  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]
  

  Customer response

  02/26/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 21228352
  

   

   

   

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There was a fraudulent transaction that (provided evidence) even though I had nothing to do with the fraud charge, they will not credit the stolen money.

  Business response

  02/05/2024

  
  
  
  February 5, 2024
  
  RE: BBB ID 21169947
  
  Dear Mr. ****,
  
  This letter is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau (“BBB”) regarding your Chime demand deposit account (“Account”).  The Bank provides banking services to Chime Financial, Inc. (“Chime”), the program manager.
  
  Our review of the records indicates on January 15, 2024, you contacted Chime to report an unauthorized transaction. A claim was opened, and the investigation began. On that same day, the investigation concluded, and it was determined that no error occurred.
  
  Between January 16 and January 30, Chime reopened the claim multiple times through the rebuttal process.  Please note, each of the rebuttal investigations found no error had taken place.
  
  We understand this was not the resolution you were seeking regarding your claim but believe the investigation of your claim was properly conducted and resolved.  If you have questions about this letter, please send your message to the Bank using the email address shown below.
  
  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am asking for your help in getting my money back, as Chime has declined my fraud claim and is stating no error has occurred. On the morning of 1/9/2024 I received a push notification, advising of a transaction for $212.89 at a Walmart in Lakeland, FL. I then received a message that my card had been restricted and that someone would call me shortly. I received a call, the agent on the phone, identified himself as being with Chime bank, he knew the last 4 digits of my card, there was an attempt to use my card for the amount that I was notified about and that they were going to fix my account so the fraud would not continue. He said that he could see I had another account, named it as a cash app account (which I do) that was linked to this Chime account, and that they could see someone was trying to access that account as well, and that I should de-link them so that no fraud would happen on that account as well, so I did. During the call, they kept sending me push notifications, from the same place I always get them from Chime, saying they needed to make sure my Yes and No answers were working on my account, because he could see the scammers trying to access the account as we were on the phone, so he instructed me to enter No to the first request, and then Yes so that they could make sure it was working on the account. At some point, the call dropped and that is when I discovered that I could no longer access my account. I called Chime and spoke to agent that I didn’t authorize those transactions, but he said that they had to let the transactions clear the account before I could file a dispute, he would canceled my card and requested new card. I spoke to agent in the fraud department, filed a claim, provided claim #1259250. These scammers knew exactly what to say and when to say it. They knew everything about me, my address, the amount I had in my accounts. I am writing to plead for help in getting my money back. Chime didn’t even try to fight for me, their customer.

  Business response

  01/30/2024

  January 30, 2024
  
  
  RE: BBB ID 21152967
  
  Dear Ms. *******,
  
  This letter is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau (“BBB”) regarding your Chime demand deposit account (“Account”).  The Bank provides banking services to Chime Financial Inc. (“Chime”), the program manager.
  
  Our review of the records indicates on January 10, 2024 you contacted Chime to report sixteen (16) unauthorized transactions totaling $3,630.90. A claim was opened, and an investigation began.
  
  On January 12, based on the information available it was determined that no error occurred. An email was sent informing you of the outcome. 
  
  Upon review of the complaint, Chime has determined that an error occurred on January 29.  As a result, permanent credit was issued, and an email was sent informing you of the outcome. 
  
  We trust you are satisfied with the update of your claim and if you have questions about this letter, please send your message to the Bank using the email address shown below.
  
  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  
  

• Initial Complaint

  01/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Wednesday, January 10, 2024, my Business and personal accounts were closed by Oxygen bank which is operated by the Bancorp Bank. I received an email stating that it violated their deposit agreement but I could not be given the reason why it was closed. This complaint is Not about the regulations and policies that all banks must follow, this is about Oxygen appearing to refuse to release our funds by not responding with a plan of action. I’ve spoken with an oxygen rep both phone and via email on eight occasions since 1/10/24. All interactions were exactly the same, being that the rep would read the exact document that was sent to me via email that my account was closed. I find this totally unacceptable to refuse to release someone’s money that was deposited by their employer. This feels illegal and it’s definitely bad business practices.. my family desperately needs help too. Get back funds as it will soon cause us undo hardship for reasons, oxygen refuses to identify

  Business response

  01/31/2024

  January 31, 2024
  
  
  
  RE: BBB ID 21141733
  
  Dear Ms. ****,
  
  This letter is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau regarding your Oxygen demand deposit account (“Account”). The Bank provides banking services to Oxygen, Inc. (“Oxygen”), the program manager.  
  
  Our review of the records indicates on January 10, 2024, Oxygen exercised their rights as described in the Deposit Account Agreement to close the Account(s) due to high-risk activity.
  
  On January 18, a refund check from your Oxygen Business Account in the amount of $33.58 was mailed to the above address.  Your Oxygen Personal Debit and Savings Accounts were closed with a zero balance and no refund is owed.
  
  If you have questions about this letter, please send your message to the Bank using the email address shown below.
  
  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transactions that werer presented to BRI spanned from 9/23-to January 2024. The charges to my commuter account were never presented to AMTRAK, therefore AMTRAK has no way of researching. However BRI is not doing the research for the transactions which took all of my commuter benefits in the amount of approximatley 800.00 dollars. The BRI commuter card is managed by Bancorp, please assist e with disputing these charges.

  Business response

  01/29/2024

  January 29, 2024
  
  ******* ***** **** ************ ** *********** ** *****
  
  RE: BBB ID 21127816
  
  Dear Ms. *****,
  
  This letter is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau (“BBB”) regarding your Beniversal Prepaid MasterCard (“Card”).  The Bank provides banking services to Benefit Resource, LLC, (“BRI”) the program manager.
  
  Our review of the records indicates several AMTRAK transactions posted to your account from August 12, 2023, to September 30, 2023. All of these transactions were presented by AMTRAK for payment and were approved if there were available funds at the time of the authorization. Please note, this is indicated in the Auth Response column (Approval or Insufficient funds) of the Settle Transaction Report included with this letter.
  
  The account was closed on October 13, 2023, and all transactions from that date forward were denied due to the closure status.
  
  If you have questions about this letter or need to open a dispute claim, please send your message to the Bank using the email address shown below.
  
  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  
  
  Enclosure: Transaction history June 2023 through October 2023

  Customer response

  01/30/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  Regards,

  Complaint ID: 21127816

   

  Bancorp should know that none of those transactions actually came from Amtrak. If they would investigate they will find that the scammers sent fraudulent charges directly to Benefit Resources. This information was told to me by the Amtrak case worker. The case number is in my original complaint. Amtrak has verified that they have no charges against my commuter card. Please investigate.

   

  Business response

  02/22/2024

  February 22, 2024
  
  ******* ***** **** ************ ** *********** ** *****
  
  RE: BBB ID 21127816
  
  Dear Ms. *****,

  On February 21, 2024, Benefit Resource, LLC (“BRI”) reached out to you via email, attached was a dispute form for you to fill out with the transactions you are disputing and return to BRI to begin their investigation.  You responded stating you will fill out the form and return to BRI.

  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  

  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The IRS sent a deposit to my account of $1400 and Chime/Bancorp bank rejected the deposit. I have been trying to get my money back since last year. I have done all they told me to do. It was 03/15/2021 at 12:17 pm. I have been back and forth with the IRS. Chime states my name didn't include my middle initial so they rejected it. The IRS told me that is not the case. Finally after getting confirmation from the IRS that they never did get the money back, they sent me a letter that chime requested. Still Chime said they returned it. The banking information that they sent back was incorrect. Dest Acct No 1*****160846 correct Routing number *******59 INCORRECT return file ACH.215.201315.A Return time 03/15/2021 12:17 pm Return trace *************93 They never returned it correctly to me or the irs. The IRS tried to deposit last march and chime rejected. Either way the IRS never got the refund and neither did i.

  Business response

  01/29/2024

  January 29, 2024
  
  
  RE: BBB ID 21126738
  
  Dear Ms. Bell,
  
  This letter is in response to the complaint the Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau regarding your Chime demand deposit account (“Account”).  The Bank provides banking services to Chime Financial, Inc. (“Chime”), the program manager. 
  
  Our review of the records indicates on March 12, 2021, two deposits from the IRS for $1,400.00 each, were received and posted to your Account.  
  
  On March 15, 2021, one of the deposits were returned to the IRS because your name was not listed as the intended recipient. We encourage you to continue to work with the IRS to attempt to recover the funds.  
  
  If you have any additional questions regarding this letter, you can email the Bank at the address shown below.
  
  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  

• Initial Complaint

  01/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was shorted $140 making an ATM withdrawal on 1/4/24 using my Chime Debit Card (Bancorp). I requested $180 but the machine only dispensed $40. I contacted Chime (Bancorp) to report this dispute the transaction, requesting an investigation and refund. Chime did NOTHING. After 1 day they denied my claim with no investigation, explanation, etc. They didn't even contact the ATM company or provide provisional credit which is a violation of Regulation E

  Business response

  01/23/2024

  January 23, 2024
  
  
  RE: BBB ID 21110114
  
  Dear Mr. *****,
  
  This letter is in response to the complaint the Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau (“BBB”) regarding your Chime demand deposit account (“Account”). The Bank provides banking services to Chime Financial, Inc. (“Chime”), the program manager. 
  
  Our review of the records indicates on January 5, 2024, you contacted Chime to report a partial ATM Non-Dispense for $140.00. A dispute claim was opened, and the investigation began.
  
  On January 7, the investigation concluded and based on the available information it was determined no error occurred. An email was sent with the outcome.
  
  Upon your rebuttal request on January 9, Chime has determined that further investigation is warranted and reopened the case.  On January 21, provisional credit for $180.00 posted to the Account.  An email message was sent advising you of the update and that if the claim was denied, the provisional credit would be reversed.  Once the claim is finalized a final notification letter will be sent to you with the results. 
  
  We trust you are satisfied with the update of your claim and if you have questions about this letter, please send your message to the Bank using the email address shown below.
  
  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a victim of a fake tracking number scam. I purchased and electric guitar and case on eBay on 8/19/2023 for $990.90. I used $20.08 in PayPal credit and the rest was charged to my debit card. The seller did not send an electric guitar but only a padded envelop that was sent to a different address and a different name. Attached is the Product & Tracking Reporting from USPS showing it was sent to a different address and the package size and weight could not be an electric guitar and case. I filed a dispute with eBay but they denied my claim because the tracking number (**** ************** **96 66) shows as delivered to the correct zip code. But they do not take into account the exact address it was sent to or that it was sent to a different addressee. They instructed me to file a dispute with the credit card company, which I did. They also denied my claim but did not give the reason. I have tried contacting The Bancorp about my dispute. When calling, they said the dispute department is not accessible by phone. I have tried emailing the disputes department ([email protected]) several times but have not gotten a response. Because a chargeback request was filed, both eBay and PayPal says there is nothing they can do on their end. But The Bancorp has not given me information as to why my claim was denied, despite the evidence of fraud I have provided them.

  Business response

  01/29/2024

  January 29, 2024
  
  RE: BBB ID 21103264 
  
  Dear Mr. ****,
  
  This letter is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau (“BBB”) regarding your ClinCard Prepaid Mastercard (“Card”).  The Bank provides banking services to Greenphire, Inc. (”), the program manager. 
  
  Our review of the records indicates on September 2, 2023, you contacted Customer Service to a transaction in which you did not receive the merchandise. A claim was opened, and the investigation began.
  
  On September 12, the investigation was finalized, and it was determined that no error occurred.
  
  On January 21, 2024, a review of the Card account indicates a full refund was issued to the account.
  
  If you have questions about this letter, please send your message to the Bank using the email address shown below.
  
  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  

  Customer response

  01/31/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I received a refund from eBay, so I am no longer pursing any compensation. But I would like a better explanation as to why the "investigation determined that no error occurred." Also I would like to know why I was unable to speak to anyone about my dispute. When I called, they said the disputes department cannot be reached by phone. When I emailed, I did not receive any response, despite numerous attempts. Regards, Complaint ID: 21103264    

  Business response

  02/07/2024

  
  February 7, 2024
  
  Dear Mr. ****,
  
  Chime places great importance on providing an excellent customer experience. Please feel free to contact Chime Member Services at 844-244-6363 if you feel that this issue has not been resolved, or if you have additional questions or concerns.
  
  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]
  

• Initial Complaint

  01/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transactions date: 11/24/2023 Not my transactions. (I did not approve) 1. $380 2. $60 Was contacted by the business to ask if I recognized the transactions and charges on my account. I responded no right away, ordered a new card and was told I couldn't file a dispute until 24-48 hours. (which I did) Dispute was denied. No reasoning was provided. and geographically I could not have made those transactions that THEY caught on my account.

  Business response

  01/17/2024

  January 17, 2024
  
  
  
  RE: BBB ID 21100038
  
  Dear Ms. ****,
  
  This letter is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau (“BBB”) regarding the Vault Visa Payroll Card (“Card”).  The Bank provides banking services to Paycom Payroll (“Paycom”), the program manager.
  
  Our review of the records indicates on November 26, 2023, you called customer service to report two unauthorized transactions totaling $440.00.  A claim was opened, and the investigation began.
  
  On November 28, the investigation was completed and based on the information available it was determined that no error occurred.  A letter was sent informing you of the outcome.    
  
  We understand this is not the resolution you were seeking, but we are confident the investigation of your claim was properly conducted and resolved.  If you have any additional questions, you can email the Bank at the address shown below.
  
  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  
  

  Customer response

  01/19/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I do not agree with this response. This is fraud on their end. I received a direct deposit of $500 on November 24, 2023. On this date I purchased food at IHOP in Moreno Valley ca. while leaving IHOP I received a text message from this business, Vault. Asking if I had time to verify some transactions that were made on my account that looked suspicious. I responded right away. I did NOT authorize so transactions that were mentioned. I responded via text. Then I called and blocked my card. I ordered a new card and finally put in a claim. But before I was able to put in a claim I was told by the representative at Vault that I had to wait 24-48 hours because the transaction have not been processed on their end. Makes no sense due to the fact that they caught these transactions and contacted me right away. So this brings us to November 26, 2023 when I called and was able to put in a claim. I have called every other day to discuss my matter. I have put in a dispute. I’ve been told so many different lies about my account and all I want is my hard working money back. This company doesn’t stand by its zero liability fraud protection policy that they promote. I responded accordingly. I’ve been the only one on my end to contact in regards to this matter. I now have to get a lawyer and go the hard way for my money. I was NOT ever informed of my claim unless I called or the circumstances as to which my claim was denied. This is illegal and I am NOT settling for this non-descriptive response. All of this I’ve been dealing with through the holidays and am beyond stressed and baffled at the lack of professionalism I’ve received each time I’ve spoken to a representative. Nothing has been corrected.  Regards,  Complaint ID: 21100038    

  Business response

  01/29/2024

  
  January 29, 2024
  
  
  
  RE: BBB ID 21100038
  
  Dear Ms. ****,

  When responding to customer complaints the Bank conducts a review of the entire dispute case. We are prepared to come to a different conclusion should the evidence warrant such an outcome.  After examining the findings of the investigation, and our review of all the materials considered during the course of the investigation, we concluded the decision to deny your claim was valid. 

  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected] 

*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. ↩