ComplaintsforEmprise Bank

• Initial Complaint

  03/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A couple of months ago my fiance and I went to this bank where we had a joint account. We put his driver's license in the drawer for the window and asked to withdrawal money from our joint account. They gave us the money and we went about our day. The next day we logged onto our banking app to check before we made a purchase and the full amount of my fiances check was still in the account. There was no withdrawal. So we called them and talked to them and they assured us there was no mistake whatsoever. Fast-forward a couple of weeks and there have been things automatically charged to our account. We get notified that there has been a mistake and that it was corrected. We check our account and 2 days before we are supposed to get paid, also right before we had to make a medical trip ** *** ** ******** ***** *******, they have overdrafted our account by over $*****! When we called them they insisted we were liable even though we did everything we were supposed to do by giving them his license and by calling them. So then when we refuse to pay for their mistake they move the negative balance to a "***** ***** loan account" which we never agreed to. Fast-forward a couple of months and they just sent me a letter saying they are closing our checking account and sending us to collections for a mistake that they made! A mistake that they initially denied making when we called them about it. A mistake that we never agreed to pay back because it was never our fault!

  

  Business response

  03/31/2023

  Bank error compounded the issue, but ultimately, the responsibility falls with the customer. The customer came into the ** ****** Branch on 1/11 and withdrew $***** cash from their account. Per the customer's complaint, they checked the account the next day and noticed that the account had not been debited for the withdrawal. The customer further stated that when they questioned the bank about the balance, they were told there was no issue. The customer proceeded to spend the available funds in the account, despite the pending/absent debit. On 1/30, the bank error was discovered and the correct account debited to reflect the prior $***** cash withdrawal on 1/11. The teller had accidently written down the incorrect account number so the funds were taken from the wrong account. When the error was discovered the correct account was debited, albeit over two weeks later on 1/30. As the depositor had not accounted for the withdrawal and continued to spend the available funds resulting from the bank's delay in debiting the account for the cash withdrawal, the account became overdrawn when the $***** was debited from the correct account on 1/30. The Branch Manager Laurie **** called the customer and discussed the situation with the joint account holder John *****. John was not pleased about the situation and felt the bank should cover the error, but ultimately understood that they did receive the $***** and needed to reimburse the bank. Laurie authorized a $******** ***** ***** loan with John's permission with the 1st payment (of 4) due on 2/28/23 in the amount of $******. This provided sufficient funds for the borrower to cover the current overdraft plus an additional $** which they subsequently withdrew. The originator of this complaint Danika, came to the branch following Laurie's conversation with John and origination of the ***** ***** loan, aggressively complaining that she did not authorize the ***** ***** and the bank needed to cover the cost which she would not pay. After which, the depositor proceeded with their normal account activity. Moving forward, on 2/28 when the 1st ***** ***** payment of $****** was due to be debited, the account was already $***** overdrawn so the payment could not clear. As ***** ***** Loans have no grace period, upon default of the 1st payment the full amount then becomes due and was debited against the account on 3/16/23. At this point the remaining deficiency automatically charged off.

• Initial Complaint

  01/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *************************************************************************** Today, Emprise Bank took more then ** percent of my payroll check that I need for basic living requirements. I am filing complaint and will file one with the State regulations agency to limit the amount of a person's payroll check that a bank can take.

  

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/01/27) */ January 27, 2022 Better Business Bureau ************** **************** RE: Case #********* To Whom It May Concern, In response to Case #*********. Emprise Bank posted two debits to the customer's account on January 14, 2022. The debits were a result of excess credits pertaining to four disputed transactions. The merchant refunded all four transactions making the customer financially whole. As a result, Emprise removed its provisional credit provided to the account holder on December 8, 2021. The credits removed was not a deduction to the account holder's payroll deposit, but a removal of funds not belonging to the account holder due excess credits. Emprise Bank is compliant to Regulation E in the revoking provisional credit. Please contact me at ************ if I can be of further assistance. Sincerely, Kimi ******** AVP Retail Delivery & Support Manager Emprise Bank ***********************************

*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. ↩