ComplaintsforGuaranty Bank & Trust Company

• Initial Complaint

  09/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a customer with GB&T for 20 plus years and have always known how they deposits work the deposit are instantly now all of sudden all the deposits are been held to accumulate a bunch of overdraft fees. I am so disappointed in Guaranty Bank and trust company. I will be changing banks immediately.

  Business response

  09/25/2023

  A confirmation of receipt of this complaint has been sent to the customer.  An investigation into the matter has been opened.  A response will be sent once details are reviewed and a determination of the resolution has been made.

   

  Sincerely,

  *********************, VP - Retail Credit Advisor

   

   

   

  Business response

  09/25/2023

  Please see attached documents. 

  Customer response

  09/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20644290

  I am rejecting this response because:

  Regards,

  ***************************

  Business response

  09/27/2023

  We have completed our investigation into the issue in question.  Please see the letters attached regarding the outcome.

  Thank you for bringing this to our attention.

   

  Customer response

  09/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ***************************

   

• Initial Complaint

  03/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have banked with this company for 15 years, since 2008. I purchased my first car with them and have never had any defaults on my account. Because I have been living in Texas for over 10 years now it has become more convenient for me to have a banking branch in this area. Switching banks was not an easy process however, I was able to get all of my accounts switched with the exception of one account. I have always elected to not have overdraft protection placed on my account. I was under impression that if the funds were not in my account and something tried to process it would be declined due to not having the funds in my account and not having overdraft protection. Unfortunately a payment went through on my account and now it has caused me to have 2 overdraft charges on my account for $35 each. I called to speak to a representative about having the overdraft fees waived so I could pay for the charge that went through and close the account. *****, the CSR that I spoke with was not understanding of the situation and seemed to have already made up her mind to not assist with issue. She was very insensitive and spoke to me in a way that made me feel as though what I was saying had no merit and was undervalued. I thought that being a loyal customer with this branch for as long as I had been would have given me some kind of compromise or resolution to the issue. Unfortunately I was wrong in my beliefs. Loyalty means nothing to them.

  Business response

  04/11/2023

   

  From:  Guaranty Bank and Trust Company

              210 N Hayden Street

              Belzoni, MS  39038

   

  April 11, 2023
  
  To: The Better Business Bureau serving Mississippi, Inc.
         Attn: ***** *******, Director of Dispute Resolution
         660 Katherine Dr., Ste 400
         Flowood, MS  39232
  
  Re:  Complaint ID #********
  
  Dear Ms. ******* and Associates:
  
  We received the notice from your company of the above referenced complaint on March 21, 2023, and immediately began researching the matter. 
  
  Our records show that the complainant had (as she stated in the complaint) been a customer of Guaranty Bank for over ten years.  Our records also indicate that the account in question had never reached a $0.00 balance or been closed out during the time period mentioned in the complaint. 
  
  Our findings indicated that the overdraft fees were a result of transactions that posted to her account legitimately.  After reviewing the information and our records, I held a discussion on this matter with the president of the branch with which Ms. ***** did business.  We both agreed that we could understand why there may have been some confusion regarding these types of transactions and agreed that refunding the fees in question would be the best course of action.  I personally reached out to Ms. ***** and discussed our findings and our agreement to refund the fees.  She seemed satisfied with this conclusion.
  
  Regarding her claim of having received less than desirable customer service, we did discuss this with the customer service representative named in the complaint.  We obviously cannot divulge personnel matters, but we will maintain that Guaranty Bank strives to provide our customers with top-notch service.
  
  Sincerely,
  
  
  ******** ******
  Senior Vice President – Branch Administrator
  
  
  pc

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