ComplaintsforPeople's National Bank

• Initial Complaint

  12/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A bank error (1) was committed by mortgage originator, Eldorado IL branch, **** ******, when hard pulling my credit report following my emphatic instruction not to if there be any reason not to refinance my 3-year old manufactured home. This error caused a second bank error (2) committed by **** ******, same day, when again my credit report hard pulled through Elan Financial Services for a related credit card application to be used in conjunction with my refinancing initiated by **** ******. Following these 2 hard pulls, **** ****** left me a casual voice mail to the effect of; "oops, we don't refinance manufactured homes." Clearly, these two hard pulls the result of **** ******** incompetence of not even knowledgeable PNB does not refinance manufactured homes; nor did he make any attempt to find out prior to proceeding with first hard pull; then, directing me to **** ****** when a second hard pull occurred. In the meantime, the first hard pull has been changed to a soft pull through Informative Research and this claim now closed. The second hard pull through Elan Financial Services (EFS) remains the problem. There is no indication PNB admitted their error in performing a hard pull to my credit report when I'm not even a customer of theirs, a bank error originating with **** ******** false claim that PNB refinances manufactured homes. Clearly, if he was competent at his job, he would have told me PNB does not refinance manufactured homes and I would have immediately been out the door with no reason to hard pull my credit, not once but two times even! THE BANK ERROR LIES IN **** ****** GIVING OUT FALSE INFORMATION TO THIS POTENTIAL CUSTOMER THAT THEN, IMMEDIATELY FOLLOWING, CAUSED TWO HARD PULLS TO MY CREDIT REPORT IN SPITE OF MY INSTRUCTION NOT TO IF NOT ABLE TO REFINANCE, FOR ANY REASON. ANY PERMISSION I GAVE **** ****** TO PROCEED WITH CREDIT CARD APPLICATION WAS DUE **** ******** FALSE INFORMATION PRESENTED ME. I WAS NEVER, NOR NOW, A CUSTOMER OF PNB.

  Business response

  01/10/2024

  With respect to Complaint ID ******** dated December 29, 2023, Peoples National Bank, N.A. ("PNB") offers the following response to you and Ms. ********.

  On May 3, 2023, Ms. ******** went into PNB's Eldorado, Illinois branch and spoke to **** ******, Mortgage Originator, about refinancing her manufactured home loan.  After discussing options, Ms. Paczensy applied for a home equity line of credit ("HELOC") loan.  After the credit bureau was obtained by PNB, Ms. ******** withdrew her loan request.

  Also on May 3, 2023, Ms. ******** saw **** ******, Retail Sales Manager at PNB's Eldorado, Illinois branch, in order to open a checking account and to apply for a credit card. A PNB checking account was opened, as evidenced by the signature card attached hereto as Exhibit A.

  Ms. ********'s application for a credit card was taken and referred to Elan, PNB's credit card partner/provider.  PNB has no record of a credit bureau pulled by Elan, but PNB is aware that Elan denied Ms. Paczensy's application for a credit card.

  At some time prior to June 14, 2023, Elan received a dispute from Ms. ******** regarding the credit inquiry made for her credit card application.  Attached hereto as Exhibit B is a copy of the communication from Elan to Ms. Paczensy which indicates that the inquiry on her consumer report performed in conjunction with her credit card application on May 3, 2023, would not be removed.

  On May 12, 2023, Ms. ******** closed her checking account at PNB.  PNB's close account form is attached hereto as Exhibit C.  Ms. ******** signed the form stating the reason for closure as "Dissatisfied Customer Service."  (Please note that while Exhibit C indicates a closing date of May 12, 2022, the year noted is a typographical error, since the account could not have been closed a year prior to the date it was opened).

  In June 2023, Ms. ******** called numerous employees of PNB, complaining that PNB had pulled the two credit reports in error and without her permission, and that such inquiries hurt her credit score.

  On June 21, 2023, Mark *******, Chief Compliance Officer at PNB, spoke with Ms. ******** regarding the credit pulls.  Mr. ******* explained to Ms. ******** that PNB had a permissible purpose to pull the credit report in both situations.

  On October 6, 2023, PNB received a letter from Ms. ******** again complaining about the credit pulls and alleged mistreatment.  Said letter is attached hereto as Exhibit D.  Since Mr. ******* had already explained that PNB had a permissible purpose to pull credit on both occasions and no new information was available to provide Ms. ********, PNB did not further respond to Ms. ********.

  PNB disputes the allegation by Ms. ******** that she was never a customer of PNB.  When Ms. ******** opened the checking account on May 3, 2023, she became a customer of PNB.

  After a complete and thorough investigation of the complaints of Ms. ********, PNB believes that her complaints are unfounded.  While Ms. ******** may not be pleased with the impact that the hard credit pulls had on her credit score, she authorized the applications which resulted in the credit reports being pulled.

  PNB maintains that it was compliant in its dealings with Ms. ******** and that no further action is needed.

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  Customer response

  01/17/2024

  I REJECT People's National Bank (PNB) response as it does not (again!) address the details of the matter as presented them in this complaint as well as beginning May, 2023. I will contact BBB tomorrow, January 18, 2024, how to proceed as it is currently after hours. Thank you.

  Customer response

  01/18/2024

  This consumer REJECTS People's National Bank (PNB) response for the following reasons: 1. To date PNB FAILS to acknowledge the crux of the problem: staff **** ******** incompetence giving out FALSE information to this consumer, stating PNB would service my manufactured home loan, no problem, knowing I did not want my credit pulled unless certain. Rather, **** ****** FAILED to make certain PNB would service my nearly-new manufactured home, leaving me a voice mail circa one week later, oops, we don't service manufactured homes. 2. Checking account was opened SOLEY due **** ******** incompetence giving out FALSE information to this consumer pertaining to PNB servicing my desired loan. The account was never used and closed immediately following **** ******** "oops can't do" voice mail to me nearly one week later. 3 Credit card was applied for SOLEY due **** ******** incompetence giving out FALSE information to this consumer pertaining to PNB servicing my desired loan. 4. **** ****** mandated I sign a complaint to ***** Financial Services I never wrote; the bank wrote it giving FALSE information as to the reason for the complaint.5. PNB response contradicts itself; it states ***** Financial Services did not pull my credit; later it states that it indeed did pull my credit. 6. To date Mark ******* has FAILED to address the crux of the problem, staff **** ******** incompetence giving out FALSE information to this consumer to start. THUS, PNB HAD NO PERMISSIBLE PURPOSE TO PULL CREDIT THAT OF WHICH FOLLOWED **** ******S INCOMPETENCE GIVING OUT FALSE INFORMATION TO THIS CONSUMER ULTIMATELY NEGATIVELY AFFECTING THIS CONSUMER'S CREDIT REPORT. 7. Checking account was never used however closed immediately following knowlege of **** ******** incompetence giving out FALSE information to this consumer, his "oops can't do voice mail.' PNB gives FALSE reason for its stand on being compliant in its dealing of this matter due never acknowledging the crux of the matter; **** ******** incompetence giving false information to this consumer. In closing, perhaps the over-bearing at or near 4 foot Buddah statue in **** ******** small scale office space is somehow clouding PNB personell cognitive skills. This should have and could have been easily resolved at time of incident; May 2023. Shame on PNB.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have several complaints. Last August, I traveled overseas and made sure the bank knew that I would need funds while traveling. The company ensured me that everything was in place to spend out of the country. That did not happen. I was stranded in a different country for a week, not able to use my Peoples account, which was my primary account. In July (2023) I had issues with a scammer that had taken 1,000 out of my account. I notified Peoples National Bank immediately after. They said that they would investigate it but they did not follow up with me, even though I provided them an email and a phone number. I called and spoke with 3 different representatives, all whom said they would look into my claim. No one ever did. I gave them the persons name and their email in which the money was taken. Then I noticed that I started receiving back to back late fees. I had called the bank to see if they could cancel those fees. The bank reassured me that the fees would be canceled. Since I was not refunded the fees, I called to follow up. The banker told me that they were short staffed and that they would try and refund me later that day. The most recent complaint is that I had linked an internal transfer from my other bank so that I did not have to physically leave. The total was $1500. There is no disclaimer on their site that sais that it takes 3 days from when the money is removed from the other account to process. I'm sick and I need me medication, it is day 3 and although the funds were removed from my other account, they are still being processed in this account. I called and spoke with the representative which stated that it may take an additional 2 days for my funds to be in my account. This is why the company charges me late fees. They don't disclose this information and then my bills come out, causing the late fee.

  Business response

  12/15/2023

  With respect to your correspondence dated November 29, 2023, Peoples National Bank, N.A. ("PNB") offers the following response to you and Ms. ********

  Complaint No. 1:

  
  "Last August, I traveled overseas and made sure the bank knew that I would need funds while traveling.  The company ensured me that everything was in place to spend out of the country.  That did not happen.  I was stranded in a different country for a week, not able to use my Peoples account, which was my primary account."

  Response:

  Enclosed herewith as Exhibit 1 is Ms. ******* August 26, 2022 statement for account ending ****.  Also enclosed as Exhibit 2 is our internal report (redacted) which indicates that a fraud exclusion for travel was placed on Ms. *******' debit card ending in 8205 from July 29, 2022 through August 5, 2022.  At pages 2 and 3 of the Exhibit 1 you will find highlighted several international transactions which illustrate that Ms. ******* was able to use her debit card while abroad.  It should be noted, however, that a third party processor, not PNB, processes the Visa debit card transactions and is responsible for approving and declining said transactions.  While the third party processor has access to information from PNB, such as a fraud exclusion for international travel, there is no way to ensure that they will approve any and all international transactions during the during the exclusion period.

  Complaint No. 2:

  "In July (2023), I had issues with a scammer that had taken $1,000 out of my account.  I notified People's National Bank immediately after.  They said that they would investigate it but they did not follow up with me, even though I provided them with an email and a phone number.  I called and spoke with 3 different representatives, all whom said they would look into my claim.  No one ever did.  I gave them the person's name and their email in which the money was taken.  Then I noticed that I started receiving back to back late fees.  I had called the bank to see if they could cancel those fees.  The bank reassured me that the fees would be canceled.  Since I was not refunded the fees, I called to follow up.  The banker told me that they were short staffed and that they would try and refund me later that day."

  Response:

  PNB was able to retrieve recordings of three (3) calls from Ms. ******* for the time frame relevant to Complaint No. 2 and the transcripts of these calls are attached as Exhibit 3.  We are also providing a CD which contains the recorded calls.

  ***** transactions can only be processed via the PNB online banking application or the stand-alone ***** application.  Ms. ******* stated in the June 30, 2023 call that she had not given out her username or password and that her phone had not been out of her possession.  Ms. ******* also indicated in that call that she accessed ***** via the PNB mobile banking application and that she did not have the stand-alone ***** application.  Since Ms. ******* did not give out her username or password for her PNB online banking application and she does not have access to ***** through its stand-alone application, Ms. ******* had to have initiated the *****  transaction for $1,000.00 June 29, 2023.  Attached as Exhibit 4 hereto is the "Payment Detail" for the transaction which indicates that Ms. ******* sent $1,000 via ***** on June 29, 2023 at 4:20:34 pm CT.  The July 26, 2023 statement for account ending **** is attached hereto as Exhibit 5 and it shows on page 2 that Ms. ******* completed  an online internal transfer of $1,000.00 from account ending 3185 into her account ending **** at 16:12:48 on June 29, 2023 statement for account ending ****).  Ms. ******* made no effort to contact PNB on June 29, 2023, the date of the ***** transaction, but instead waited until the next day, June 30, 2023.

  When a ***** transaction is processed through the PNB mobile banking application, the first screen a customer accesses calls for them to select the recipient information either by entering the recipient's name, mobile number and/or email address or selecting a recipient they have previously transacted with.  The next screen is for the customer to enter the amount they wish to send via *****.  Once the amount of the transaction is entered, the customer then touches "Review" which takes them to the next screen.  On this next screen the customer reviews and confirms the recipient's name, phone number and/or email address and there is an option on this screen for the customer to input what the transaction is for before finally sending a payment via *****.  Ms. ******* input the word "investing" on this screen (see page 2 of Exhibit 4).  Additionally, on this last ***** screen, it states that "(t)he moeny will be available typically in minutes" which is another indication to the customer that once he money is sent, the transaction is likely irreversible.

  PNB complied with its Reg E requirements when its employee, ****** *********, who Ms. ******* spoke with on the June 30, 2023 phone call, completed the "Initial Notification of Dispute - *****" form, a copy of which is attached hereto as Exhibit 6.  The result of the dispute can be seen on the "Service Request Detail" printout, attached hereto as Exhibit 7, which indicates that no money was recovered from the recipient of the ***** transaction, PNB was unable to recover the funds and PNB is not liable to Ms. ******* for the $1,000.00.

  A review of all three calls from Ms. ******* indicates no conversation concerning "late fees."  We presume that when Ms. ******* talks about "late fees: that she is actually referring to overdraft fees.  The statement for account ending **** also shows that there were no bank charges, including "late fees" or overdraft charges, during the time period of this complaint.

  In summary, by the time Ms. ******* called PNB on June 30, 2023, the June 29, 2023 ***** transaction, which she initiated, was complete and the money had already left her account ending ****.  PNB has no duty to reimburse its customer for this transaction.

  Complaint No. 3: 

  The most recent complaint is that I had linked an internal transfer from my other bank so that I did not have to physically leave.  The total was $1,500.00.  There is no disclaimer on their site that says that it takes 3 days from when the money is removed from the other account to process.  I'm sick and I need my medication, it is day 3 and although funds were removed from my other account, they are still being processed in this account.  I called and spoke with the representative which stated that it may take an additional 2 days for my funds to be in my account.  This is why the company charges me late fees.  They can't disclose this information and then my bills come out, causing the late fees.

  Response:

  Ms. ******* statement dated November 24, 2023 for account ending ****, Exhibit 8 hereto, indicates at page 6 a credit from an external account in the amount of $1,500.00 on November 21, 2023.  The only overdraft charges for this statement period were on October 31, 2023 and November 3, 2023 (page 2 of Exhibit 8), both of which predate the transfer and fees she is complaining of by 21 and 19 days respectively.  PNB does not charge Ms. ******* any overdraft fees for the time period of which she is complaining. 

  Ms. ******* did call and leave a voicemail on November 22, 2023.  The transcript of voicemail is attached hereto as Exhibit 9 and voicemail recording is contained on the enclosed CD.  Retail sales manager Kristin Raneiglio called Ms. ******* back and explained the funds availability policy.  A copy of the disclosure which was made available to Ms. ******* at the time she set up the transfer from her external account, is attached hereto as Exhibit 10.

  While Ms. ******* alleges that she was aware of the information concerning the availability of funds transferred from her other financial institution, she was not charged my overdraft fees in the time surrounding the transfer.

  After a complete and thorough investigation of the complaints of Ms. *******, PNB believes that her complaints were addressed.  While Ms. ******* may not be pleased with the outcome of her complaints, PNB maintains that it appropriately handled each situation and that no further action is needed.

  If you have any additional questions or concerns, please direct them to my attention for additional response.

   

   

*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. ↩