Complaints
This profile includes complaints for Think Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:05/13/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am a checking account holder with Think Bank in **. I am making this complaint as a banking error has taken place on my account that I need resolved. I went over my account in detail with ***************** ext: 2411. After speaking to her she did acknowledge that something went wrong on the account but did not want to use the words "banking error" she then reached out to the customer service manager Barret #************ whom went over the transactions again in detail but also did not want to use the words banking error. Instead used words such as "a perfect storm situation" "unfortunate situation"( referring to how the account went negative. There is a difference between account balance and account funds availability. I was told the funds did "appear" as available but did not fully post to the account. I asked how often does ones funds "appear available" he stated rarely. This is a banking error that I am requesting be correct. I should not be held accountable for this error. As I cannot utilize funds that are not available in my account.
Business Response
Date: 05/16/2024
To Whom it May ********************************* you for bringing this complaint to our attention. We have reviewed the customer's compliant and transaction history. The customer's account was brought negative as they exceeded their available balance by $299.63 through debit card CashApp purchases and ATM withdrawals. No fees have been incurred on the account. I am happy to discuss this with the customer if they would like to call me directly at my contact information below.
Thank you,
*******************************
Think Bank
VP of Mortgage
************
Customer Answer
Date: 05/24/2024
I am rejecting this response because:
I attempted to call ******************************* twice once in May 16th and May 23rd. I left a vm for a return call and did not receive one. ************************ reply to the BBB complaint was extremely incorrect. The issue at hand is this a bank error. The funds were withdrawn from my account when they were available. I was told the funds were available at the time I withdrew my funds. I cannot withdraw funds from an ATM with no money in my account. I also referenced the individuals I spoke with in the original complaint which the call should have been recorded by the bank and the individual made accurate notations on the account about conversation.Initial Complaint
Date:01/26/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Think Bank has held my money hostage for almost 4 months. I set up my direct deposit for your job to my checking account at the bank and I would manually move some of the money to my savings account (also set up with Think Bank). Think Bank would take it out and move it back to the checking, and when I would try to go behind them and put it back, they red-flagged my account and made my money inaccessible. For example. I would make $800 on a check, move $600 to the savings account, Think Bank would move the money back to the checking and I would counter that and next thing I know, I have a negative balance. Oftentimes, I would see messages showing that I was supposed to have a lot of money but it was unavailable. When I finally went to a branch to try to resolve my problems, the clerks were very rude and suggested I call the customer service line. The customer service line was unsuccessful and often times unresponsive. Then, I set an appointment with the branch to close the account back in late November 2022. At this appointment, I was told the account could be closed and they updated my address and said they would send a check for my funds that for so long have been unavailable. **** said it would take **** business days. It is ******* of 2023, and I never received a check or confirmation that my account was closed. I still cannot even log into my account. The only correspondence that I have received from Think Bank is a confirmation of an address change. I think this is almost criminal how a bank could hold my hard-earned money hostage. I need my money to pay bills.Business Response
Date: 02/02/2023
************************* VP of *********************** tried to reach out to **************** on 01/27/23, 01/30/23 and again on 02/02/23 with no response.We would be happy to connect with her at ********************** to discuss her complaint.
Thank you
******
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