ComplaintsforAcademy Bank, N.A.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 9th I got arrested. I didn't get out until June 1st. Then found out My ex girlfriend had gotten My wallet and my phone, I had just received my tax return when I got arrested. I reported my dispute to the bank and they told me that they found it wasn't fraud. I tried to appeal their decision and they said that was their final decision and the case was closed they also disclosed that they are closing My account. The amount they said was being disputed wasn't even the correct amount. I want this resolved, I don't know how i can shop at those stores while I was in jail

  Business response

  07/10/2024

  Concerns that you have raised:
  
  You state you were incarcerated from May 9, 2024 until June 1, 2024. While you were incarcerated, you state your former girlfriend had your wallet and phone and spent all the funds in your account, to include a tax refund that had just been deposited.
  You filed a dispute on all transactions made during your incarceration, which the Bank denied. You attempted to appeal the denial however, you were told the decision is final and the funds will not be credited back to you. You were also told that your account is being closed.
  You are requesting that your dispute be reopened, and the funds credited back to you.
  
  Research into the matter reveals the following:
  
  Our records indicate your account with the Bank was opened on April 4, 2024. On June 20, 2024 and June 27, 2024, you filed disputes on multiple transactions that posted to your account in the timeframe you claim you were incarcerated totaling $2,835.28. Included in the dispute were multiple **** *** transfers to an account in your name, numerous transfers to your own savings account done through online banking and transactions done using the pin number which you stated in your conversations with the Bank’s dispute department you had not given to anyone. Due to these variables, the Bank denied your disputes as no error had occurred.
  In order for your disputes to be reconsidered, the Bank will require proof of your incarceration. Please also provide a copy of a police report showing that you have reported the theft to the police department and intend to pursue action against the person you claim stole your funds.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a CD maturing today. I went to the bank to cash it out and add some money and reopen a cd and for the 3rd month in a row there is no one there can perform this function. Today I went in and they can't even put my mature cd money into my savings so I think they have violated their fiduciary duty to me repeatedly. Please make them do a better a job

  Business response

  07/08/2024

  Concerns that you have raised:
  
  You state you went into your local branch to cash out a COD, add funds and open a new one and for the third month in a row there was no one there that could assist you in doing this.
  You further state the branch associate was unable to transfer the funds from your matured COD into your savings account.
  You feel the branch associates have violated their fiduciary duty to you repeatedly and want assurance that something will be done so that you can receive proper assistance when going to the Bank.
  
  Research into the matter reveals the following:
  
  Upon receipt of this complaint, research regarding your statement that the associates at the branch you went to could not assist you with your request to close your matured COD and open a new one was performed. It was found that your statement was correct and the associates working at that time were unable to complete your request due to there not having been a branch manager there to complete the request. A new manager has been hired and starts this week so this should not be an issue going forward.
  Our records indicate you contacted the Bank’s Universal Banking team, and they were able to get the COD closed out and transferred to your savings account. From there, you were able to request and open the new COD through online banking successfully on July 3, 2024.
  We sincerely apologize for any inconvenience this situation may have caused.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This account was written off as a charge off and was never provided a 1099-c, and therefore is reporting inaccurate and needs to be removed from my credit report.

  Business response

  07/03/2024

  Concerns that you have raised:
  
  You state your account with Academy Bank was written off as a charge off and you were not provided a 1099-C therefore, the reporting of the account is inaccurate and needs to be removed from your credit reporting.
  
  Research into the matter reveals the following:
  
  Our records indicate you had a loan with Academy Bank that charged off on December 27, 2021 due to nonpayment and has a current payoff balance of $1,804.97. This balance has been sent to InDebted USA, a collection agency working with the Bank, and remains unpaid.
  The form 1099-C is a federal tax form required by the IRS. Lenders and other creditors must submit a copy to the agency and to taxpayers whenever a debt totaling $600 or more is canceled or forgiven. In this case, the debt was not canceled or forgiven, therefore a 1099-C would not apply.
  Should you wish to work with Indebted USA to pay the debt owed, please contact them at ###-###-####.
  All reporting is accurate, and a 1099-C does not apply so the debt will not be removed from your credit reporting.

• Initial Complaint

  05/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In March 2024, I noticed a large charge on my account from ******* *******. I disputed this charge as I never authorized it on my debit card. I only ever authorized the normal payment amount. Academy Bank provided a $589 provisional credit at that time. Today, on May 10th 2024 (two months later) they took back the credit, causing an overdraft and without any notification despite this still being an unauthorized transaction.

  Business response

  05/14/2024

  Concerns that you have raised:
  
  You state you filed a dispute on a debit card transaction in the amount of $598.73 to ******* ******* in March of 2024 because you never authorized it to be debited using your debit card. You did however authorize smaller payments on a scheduled basis as agreed to at the time the loan was obtained. The Bank provided you with a credit at the time the dispute was filed.
  You further state in May of 2024 the credit was reversed back out of your account two months later despite your claiming the transaction is unauthorized, with no advance notice to you causing your account to be overdrawn.
  You are requesting that the $598.73 be credited back to your account.
  
  Research into the matter reveals the following:
  
  Our records indicate that ******* ******* debited your account using your debit card for $598.73 on March 21, 2024. On the same day, you submitted a dispute form to the Bank stating that you did not authorize the transaction. In your complaint form, you mention that you did authorize the merchant to debit your account but not with your debit card and not for the amount that was debited.
  On May 10, 2024 the merchant provided documentation showing that at the time the loan was obtained, you did agree for payments to be taken using the debit card. They also provided evidence that you had approved the payment for $589.73 through their online portal. A copy of the documents is included with this response.  Since there was no error, the provisional credit that had been provided while the investigation was completed was reversed back out of your account. As per the disclosure at the top of the dispute form which you signed and submitted, it states that the Bank has up to 90 days to complete the research for your claim and the provisional credit was reversed within that timeframe. The Bank is not required to notify you prior to the reversal of provisional credit.
  The dispute denial stands and no credit for the above mentioned dispute will be provided.

  Business response

  05/20/2024

  Concerns that you have raised:
  
  You have rejected the original response submitted to the Bank on May 14, 2024 because you claim that the documents provided by the merchant do not show authorization for a bulk payment, only the agreement for the small monthly payments.
  You also state you don’t understand or agree with the merchant’s claim that you requested the payment through their portal system. You also claim that when you contacted them regarding the charge, they told you to contact the Bank and dispute it.
  You further state you contacted the Bank to request the account be closed to prevent it from going any further into the negative and your request was refused.
  
  Research into the matter reveals the following:
  
  While we understand your frustration with the reversal of the provisional credit and the denial of your dispute, the merchant has provided clear and sufficient evidence that the transaction is not fraudulent.  The proof of this was included with the original response and titled “Hunt merchant documents”.
  If you have further questions regarding the transaction or the receipt included with the above-mentioned documents, you will need to contact ******* *******. The Bank would have no way of knowing if the merchant instructed you to dispute the transaction and then provide evidence that the transaction was not fraudulent when presented with the dispute.
  Per your request, the account was closed on May, 16 2024 to prevent the account from going any further negative.

  Customer response

  05/20/2024

  
  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,
  
  ***** ****

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 4/11/2024 I deposited a cashiers check from my grandmother. This deposit was for infusions for my husband that he desperately needs. The check was a certified cashiers check. I do not have any local branches of the bank to go into so I have to deposit everything using the mobile app. The check showed approved & available 4/11. On 4/12 I checked my account. It showed overdrawn. They never notified me of a hold. My account says it was available yesterday but now it is not. They took the deposit & placed a hold on it after posting it & made my account negative. I can only guess they’re attempting to charge me overdraft fees. I called the bank immediately however, they were closed. I waited until they opened. It took me 30 minutes to get through all these questions they asked me. This is very strange as well. They’ve never asked me 30 minutes of questions to access my own accounts. I answered, no problem. Only to be told they placed a hold on my account! I do not have any notifications of a hold & my account even shows it was AVAILABLE yesterday but not today. I I just need my money credited so I can pay the bill at the Florida cancer center so that my husband can get his infusion treatment that he needs. I understand that deposits are subject to holds however, it was deposited yesterday & they did not give me any notice of a hold. This seems to me like fraud. Why show it as available then take it back without notice? I have had this same account since it was southern commerce. I opened it in April of 2012. I have never had an issue with my account. I always keep my account in good standing. To have them take my deposit and place on hold AFTER the fact & without notice will now cause me to not be able to get the infusion we have managed to get the appointment for. Because someone just randomly decided to play games with my account? My husbands life is at stake here! I need my money released so I can get him his treatment. Thank you, ******** *********

  Customer response

  04/16/2024

  Yes, I would say she resolved it. I tried resolving it with multiple people prior to sending the complaint. I even waited to send it until ***** returned my call. Once I submitted their survey, it went to the executive department. They apologized & said I never should have had to escalate it. I’ve never had a returned check and have had my accounts since 2012. I did tell her that I had filed the complaints. She said she understood why & was going to pull my phone calls to use as training to prevent this from happening in the future. I spoke to *****. She also told me to retain her number & extension in case I ever need her in the future. I feel that she handled it quickly & efficiently. 

  Thank you for your help as well. 

  *** 

  
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A gift card was purchased and given to me by my daughter. Upon opening it the last four digits of the credit card number are scratched off.

  Business response

  03/25/2024

  Concerns that you have raised:
  
  You state you received a $150 gift card however you are unable to use it as the last four digits of the card number are scratched off.
  You are requesting a replacement gift card.
  
  Research into the matter reveals the following:
  
  As per our phone conversation this morning, the gift card you are referencing is a Vanilla Gift Card which Academy Bank does not sell. You stated you will get back in touch with the BBB, cancel this complaint and file a new one under the proper company.

  Customer response

  04/01/2024

  This is a Vanilla Visa gift card that is issued through Pathward, N.A. and is distributed and serviced by InComm Financial Services, Inc.  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid off my charge off at Academy Bank & they gave me my old account. They didn’t report me to *********** but they did without reporting that I paid in full. I’m closing my accounts soon.

  Business response

  03/12/2024

  Concerns that you have raised:
  
  You state you paid your charged off account balance with the Bank and your old account number was reopened.
  You further state your charge off was reported to **** ******* however, it was not reported that the balance owed was paid in full.
  You are requesting a refund for the charged off balance in the amount of $99.
  
  Research into the matter reveals the following:
  
  Our records indicate that your account was charged off September 2, 2021 with a balance owed of $98.05. The balance owed was paid in full on February 8, 2024 and the account reopened. A copy of your statement reflecting these things is included for your review.
  The account was reported to **** ******s when it initially charged off and the request was sent to reflect the account being reported as paid in full on February 9, 2024.
  The amount owed for the charge off was legitimate and will not be refunded to you.

• Initial Complaint

  12/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an online order for an item on 12/05/23 ona website that looked legit. They sent me a confirmation, but then nothing else. I waited 3 days (their website said it would ship within 48 hrs), and on the 8th I filled out a firm to inquire about my order. No response. I waited an additional fee days, and on the 11th, I called academy bank to report a scan and to ask to file a dispute. I did this on the 11th, and the employee ***** ****** sent a response saying she didn't understand the firm and asked me to clarify. This was way at the end of business on that date. I responded as requested, leaving a very detailed account of what happened. Once again, way after close of business on the 13th she responded to me stating the same thing, that she didn't understand, and to leave a detailed explanation. This employee is obviously trying not to dispute this payment for me, and is acting like she is throwing a tantrum and not helping me. I will have lost my money now for a Christmas present, and now will force me to close my accounts since I can't count on my bank to protect me when I need help. I just want my charge disputed. That's all.

  Business response

  12/19/2023

  Concerns that you have raised:
  
  You state you made an online purchase on December 5, 2023 in the amount of $246.74 with a merchant that appeared to be legitimate. Upon placing the order, you were sent a confirmation email and told that your item would ship within 48 hours. When you had not received the merchandise in the promised timeframe, you went to the website and reported that you had not received your item and waited a few additional days but did not receive a response or your item.
  On December 11th, you contacted the Bank to report the scam and to file a dispute on the transaction. You received two separate emails from the Bank’s dispute department requesting more information which you provided however, as of the date this complaint was filed the dispute had not been started and the funds have not been credited to your account.
  You are requesting that the dispute be filed and the funds for the disputed transaction be credited to your account.
  
  Research into the matter reveals the following:
  
  Our records indicate that the dispute was received on December 12, 2023, however the form was not filled out completely and information pertinent to the dispute was not included. The Bank’s dispute team sent two separate emails to you to obtain the necessary information to start your dispute which was done on December 14th.
  You were provided with provisional credit in the amount of $246.74 on December 18th along with a $20 overdraft fee refund. I have included a copy of your statement showing these credits along with the dispute response letter for your review.
  We sincerely apologize for any inconvenience this situation may have caused.

  Customer response

  12/19/2023

  Academy bank has since contacted me regarding this issue, and has resolved the issue to my satisfaction. I wish to close the complaint.  Thank you.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  acadamy bank scamed me by suggesting selling me on a rollover account when i was opening my savings and checking account. when i went to cash out my savings account i was told i had no savings that i had confused my savings with the rollover account. wich was to round off my visa purchases to the nearest dollar wich would cumulate in a savings that was attached to my checking visa . the ammount in my savings was 7,500 dollars. my savings was essentially my payroll deposit account. the bank i used was located in the ******** in englewood colorado. there is an asian hispanic gal that works there. she opened the two ACCOUNTS savings and checking then suggestive sold me on the rollover attached to my checking wich i sighned a third contract for. i was working for ***** *** **** ** *********

  Business response

  06/20/2023

  Concerns that you have raised:
  
  You state the Bank scammed you into opening a rollover account which would round the purchases made with your debit card up to the nearest dollar and deposit the funds into your savings account.
  When you went to close out your savings account which you state had $7,500 in it, you were told that you had no savings account.
  You are requesting that the funds from the above-mentioned savings account be refunded to you.
  
  
  Research into the matter reveals the following:
  
  Upon receipt of this complaint, research was attempted using the identifying information provided in the complaint.
  We are unable to locate any accounts in your name or with the address provided. We also contacted the phone number provided and it does not belong to you. Emails were also sent to the email address listed on your complaint however, no responses were received.
  Should you wish to have further research completed, please contact Academy Bank Client Relations at the email or phone number listed below and we will be happy to attempt to locate the accounts you have mentioned.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Academy Bank informed me that I was supposed to be charged 1 to 3 fees on top of the ATM fee for every withdraw. I have banked with them for over 15 years, and have never had these fees. I was told by two Academy Banks in Pueblo, CO that these fees were simply because my account was so old. They told me my only option, was to close my account and open another account that I'd have to pay a monthly fee for. I was told I can be refunded all the fees due to my account being too old. I don't understand why they would start charging me all kinds of extra fees, simply because my account is old. Academy Bank has been slowly taking my VA money that i depend on, from me.the two employees I spoke with, werent very polite or patient, one recomended I change banks. This is completely unprofessional and a crime.

  Business response

  06/14/2023

  Concerns that you have raised:
  
  You state you have banked with Academy for 15 years and suddenly have started to be assessed numerous ATM fees that were not charged in the past.
  You further state when you contacted the Bank regarding the fees you were told that it was because your account was an old account type and to resolve your issues with the ATM fees, you would need to close your current account and open a new one which had a monthly service charge which you did not want to do. The branch associate also refused to refund the fees that you had been assessed.
  You are requesting that the ATM charges assessed to your account be refunded.
  
  Research into the matter reveals the following:
  
  Our records indicate that you had a Freedom checking account with Academy Bank that was opened in June of 2013. The ATM fees that you are referring to are assessed when you use an ATM that is not owned by the Bank. These fees have been applied to your account since it was opened.
  The account type that was suggested to you by the branch associate was a Select Rewards checking account. While this account does have a monthly service charge of $6.00, it includes access to the Moneypass network of ATMs. When using any ATM that bears the Moneypass logo, there are no ATM fees assessed to you. The associate was suggesting this account type to alleviate the ATM fees that you were referring to.
  Our records also indicate that your account was closed on June 14, 2023 at the branch per your request.

  Customer response

  06/16/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because: there never used to be multiple charges for one ATM Withdaw when I opened my account. If there were changes to my fees, and the amount of them, I should have been notified. I feel like I was bullied out of my account because it was offered to me free for "appreciation of my service". I feel like the bank no longer wanted to offer a free account and bullied me with allowing these fees. 
  
  ******** ******* ********

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