ComplaintsforMetairie Bank & Trust Company

• Initial Complaint

  09/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Aug 25, 2022, I used the *** located at my job ****************** located on Northpark in *********, **. The *** I believe belongs to the ***************************** I attempted to get 2 100-dollar bills to pay for a bill after work. The *** malfunctioned and I did not receive my $200. I went to the credit union ASAP to explain what happened and showed them my bank statement which was still pending. I was told I would possibly receive a credit overnight due to the issue. I called my bank that same day to make them aware of the issue. The next morning there was no credit. I went to the credit union that morning and they stated that they counted the *** and it was over $200. I was told I needed to file a dispute with my bank which to me did not make a bit of sense but I do not know banking regulations. I contacted my bank and they had me fill out a dispute and provided information on how to prepare a dispute. I was told I would receive credit by the following Friday but did not. When there was no credit on Friday I called the bank back. I was told it would post on the following Monday 9-12-2022 because of Labor Day. On Monday, there was still no credit to my account. Then I was told midnight, still no credit. I was told it is still processing. I called yesterday 9-16-2022 and was basically told the bank does not provide provisional credits and then asked why the ************ didn't give me the $200 when they found the error. I have tried to be patient but I need my $200. I was told by the bank that if it was their *** the dispute would have been finished sooner. They knew from day 1 it was another ***. This has caused me emotional distress and I am burnt out on going back and forth behind my $200. I told the person I spoke with at the bank the credit union stated the bank would have to contact their department and this could be resolved. I will attach my bank transaction from that day could not upload voicemail stating the error from credit union.

  

  Business response

  09/20/2022

  Thank you for bringing the issue to our attention The customer has been issued credit. The bank representative did file the dispute with the credit union. We have not received the funds for the error from the credit union. Although the credit unions ATM malfunctioned, the customer would always go to their bank to report the error. The bank has 10 business days to issue provisional credit. As many other businesses have been experiencing staffing issues, the bank is no different. We recently had to hire a new Regulation E employee and she is still training. She was not aware that she needed to give credit before the funds were recovered. We apologize for this misunderstanding and the inconvenience to the customer. If you need additional information, please let me knowThank you ****

   

  ********************* | Metairie Bank
  Vice ********** ********* Director

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