Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/22/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
My charges and deposits are constantly being moved around to accrue overdraft charges. I have acreenshots one day where certain charges cause the overdrafts and the next day new charges are causing them. It's absolutely ridiculous. And then they charge a fee for each one. I was also told by a worker if I deposit money and bring my account positive the same day I'd avoid the charges but then this was a lie because the charges still stuck. So not only do they steal and manipulate your account and money they lie. Terrible bank and business. Go elsewhere. You've been warned.
Business response
06/22/2023
Good afternoon,
After reviewing your account, I can assure you that we haven't manipulated your deposits or the debits on the account. Please understand though that items don't necessarily post in the order they are received. We post all deposits first, followed by debit card items, ACH and electronic payments, and then finally checks. Within those groups we post smaller items first to reduce the possible number of overdrafts. So, you may see pending items that either don't post that same day or don't post in that same order. And we do give until end of business to make a deposit and cover any pending items. The following day we review overdrawn accounts to determine if anything needs to be returned and fees are assessed at that time. If you review your account early in the day, it's true you may not see the overdraft fee on there yet.
All that being said, I am able to refund the fees that have been charged so far in June. You should see a credit of $*** (6 $** charges) today, June 22nd.
If you have any other questions or concerns, please reach out and let us know. Thank you and have a nice day.
Initial Complaint
03/28/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
this revolved around overdraft fees that were incurred due to ******** unauthorized access to my account. they were trying to debit an amount of approx **-** dollars more than once that cause this account to go into a negative status. i went to the bank to take care of the other charges that happened, and those were fixed, i also tried to ask for the other fees removed as well because they were not allowed to "double dip" after they had already charged my credit card the amount. now this account is closed, still in overdraft status and is about to be turned over, which is not fair on my part. please remove those fees from the unauthorized ****** debits, and that would then return the account into a positive statusBusiness response
04/28/2023
Apologies for our delayed response. This was not intentional on our part by any means. We have reviewed the account and it appears that while there were some transactions that caused overdraft fees, had the unauthorized transactions not occurred, some of those items would have been paid without a fee. In addition, there were some ****** transactions that were returned during that time period that also should not have had a fee. Therefore, we are prepared to refund 5 overdraft fees (totaling $***). We have attempted to contact the customer directly but the phone number we have on file is not correct. If we don't hear from the customer within the next week, we will mail a cashier's check for the net total owed to the address we have on file.
Once again, the delayed response was not intentional, and we would like to resolve this situation with Mr. ****** as soon as possible.
Customer response
04/29/2023
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,
Derek ******Initial Complaint
02/11/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
The bank charged my car loan account for insurance lapsing last year without my knowledge. Once realizing I was being charged this extra amount. I contacted the bank and submitted proof of insurance again in January of 2023. They stated at that time they would be removing the charges of $***** from my account. They kept calling me to provide proof of insurance even after they had called my new insurance company to confirm that I had insurance. The insurance company called me shortly after that to confirm that they had provided proof of insurance to the bank. As of February 12, 2023, I contacted them and they stated they are still waiting on a credit from the insurance company. In addition, I had made an extra payment of $****** for the month of February that was applied to the insurance balance due instead of applied to my outstanding balance. They continued to state that they are awaiting on the credit from the insurance. I stated that this was not legal and they cannot continue to charge me for double insurance when I had already been paying for the insurance and provided proof. The bank stated they would correct the mistake and send me a statement as to the payoff amount.Business response
02/22/2023
In response to your complaint. I have done a complete review of the account as well as a review on the insurance premium that was added to your account. In the review, I find that the bank tried notifying you multiple times by phone, text and letter, advising that we did not have a current insurance policy on file and that the account was in danger of having insurance forced to the account. The deadline to provide was December 2nd, 2022. Once the December 2nd date had passed and still no receipt of insurance, the bank then added insurance to the account on December 14th, 2022. On January 23rd the bank received a current insurance policy, which they then requested a for a full refund. The history on the account reflects that the account has been credited the entire insurance premium as well as the extra $****** has been applied towards the February payment. Should you have questions, please feel free to contact me at ************. Sincerely, Shannon ***
*** **************** ***** ****** **************Initial Complaint
02/01/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had a car loan through Southwest National Bank. No late payments! A payment for May 2022 was made on May 20th, making my account current. On June 6, 2022 the car was totaled. The next payment was to be made June 11, 2022. I did not make that payment because I did not have the car and was in the insurance process. On June 22, 2022 eleven days after the June payment was due, my insurance company paid the full amount of the car and closed the account with Southwest National Bank. My complaint is that on July 5, 2022 I received a Delinquent Payment mark on my credit and my score dropped ** points! I filed a dispute with the Transunion credit bureau on December 29, 2022 to fix the delinquent payment. It was NOT over 30 days late to be reported on my credit, and should not have lowered my score. The bureau says that the bank never responded to the dispute. The bank says they never got the dispute. My credit is very important to me and I want my points back! Not some, but all of them. Thank youBusiness response
02/06/2023
In response to your complaint. I have reviewed the account and all credit reporting per your request. In the review it was found that the account was 30+ days late at the time the account was paid in full by insurance. Therefore, resulting in a negatvie mark on your credit file. Although, the account is reporting correctly, I have made the necessary changes to remove the negative reporting. This change is a courtesy, since the account was paid as agreed prior to the negative mark. Please allow 30 - 45 days for the change to reflect on your credit file. Should you have any questions, please feel free to contact me at ************. Sincerely, Shannon
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.