ComplaintsforHeritage Bank of Nevada, a Division of Glacier Bank

• Initial Complaint

  04/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ive had a checking account with ********************** bank of Nevada for a couple of months now and everything has worked great, I used the account daily and usually for multiple transactions per day. Suddenly, my account started doing very strange things such as, I would deposit money into the account that would appear available and moments later, it would no longer be available until the next day which never happened before this time. Upon calling to check my balance, they told me I had an available balance of $162 so i tried to use the bank to rent a tool from Oriellys autoparts for $158. ******** said the transaction was declined both as credit and debit due to insuficient funds. Then I see that $95.06 was withdrawn by Oreillys for the tool I did not rent! I spoke to 2 bank employees at the branch and made many phone calls to heritage bank customer support and they keep saying I will get a call from the fraud department but I still havent recieved a call after multiple days. I went to oreillys and spoke to the manager, he looked up the charge and it did not exist, there was never an invoice created for the charge, he said that usually i would have gotten the money back by now. Then I contacted ******* autoparts Corporate headquarters and spoke with customer support, and they confirmed that the charge never went through and it has to do with my bank. With my job, I depend on my bank for my everyday needs in life but this bank seems to be having errors and difficulties contacting me regaurding those errors and that is my hard earned money and they do not have my consent to hold onto my money for a charge that never happened.

  Business response

  04/25/2023

  April 24, 2023

  
  Better Business Bureau
  ***************************************** 200
  *****,** *****

  
  Re: ******************* Complaint **#********

  
  We were notified by our customer ******************* on 4/19/23 via a Contact Us message that he had a charge on his account from ******** Auto Parts for a purchase of $95.06 he did not make. We contacted him on 4/19/23 and explained that we would file a dispute on his behalf. The teller informed him he would receive provisional credit within ten days. The dispute was filed with our internal card dispute department on 4/19/23 and we received confirmation on 4/20/23 that the dispute was received. Provisional credit was posted to ************** account 4/21/23, the same day that the credit from ********** Auto Part posted as a reversal for the charge. So, at this point, ********** has received two credits for $95.06. The provisional credit should be reversed since ********** has given him credit.

  
  We believe the balance confusion comes from the activity is posting throughout the day. A customer may call for a balance and be given one figure but then some outstanding charges and/or credits can post during the time between his call and when he is making another purchase. We would have no idea of pending purchases made by the customer.

  
  When ********** called in to report the charge in question, he spoke with the call center that sends out the messages to the branch to handle. We were notified on 4/19/23 and contacted ********* that day. The following day he contacted the call center, and we again received the message and called him that day.

  
  ********** was not charged any fees due to this charge. We have attempted to contact him again today to discuss any concerns he may have; however, we were unable to leave a message on his voicemail.

  
  Sincerely,
  *******************************
  AVP,Central ********************************************** of Nevada, Div of Glacier Bank

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