ComplaintsforHomeTrust Bank

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My greetings and greetings, I hope you are all well. Let me start with this. I have opened an online account in Home Trust Bank.And the money that we had in this account has been transferred, even though the manager of the bank used to demand money from me and hurt me and told me to give the money to me first, then I will enable the transfer of money from your account. Whenever I used to transfer from online account to my local account, they have put PIN in many places and said that to open this PIN code, you have to deposit up-payment. You have to collect the fee. Sir, the matter has been going on for almost four months, but still I don't know any way. This banker has humiliated me so much.My complaint is against the bank manager, that thief Just tell me, please help us. Thank you

  Business response

  03/04/2024

  Good afternoon, based on the information provided in the complaint, we are unable to locate a profile for this customer.  We would need additional customer identifying information in order to respond in a more detailed manner.  The address and phone number provided appear to be in ********, which is outside of our footprint.  Additionally, the complaint references opening the account online which is not a method of account opening that ********************** is currently utilizing.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My bank acct keeps getting fraud alerts and I've had to cancel debit cards and all that comes with it. It happened again today and the bank is blaming me. This began when they started outsourcing to ********* for customer service. I want to close my account and use a different bank but I can't even get in touch with my banks fraud **** to correct the situation. Been on the phone for two hours... at work! They're selling or losing my info internationally as we speak!

  Business response

  01/03/2024

  Good afternoon, based on a review of Ms. ******** account it was determined that on November 9, 2023, and again on December 28, 2023, ***************** received fraud alerts on her debit card activity.  The fraudulent transactions were able to be returned, and she was quickly issued a new debit card on both occasions.  HomeTrust has no way of knowing how her debit card information was compromised.  ***************** was advised to be cautious when using her debit card online, based on a review of a recording of her phone call made to HomeTrust customer service,which is located in *********, **.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the ************* Support number ************** twice about a ZELLE transaction that was placed on hold and got a representative named ******. She asked a few question to verify my identity which was fine but then on the second call she started asking about the person I was sending the transfer to, like "who is she to you" like that was any of her business. ****** just needed to verify it was actually me a long time banking customer. I felt she took it too far and she didn't respect me as a long time customer trying to make a legitimate transaction. She needs more training on how to deal with customers, plus she seemed to be the only one working Saturdays because I got her both times I called. Anyway I plan on leaving this bank solely based on the support I received today.

  Business response

  01/23/2023

  The customer called our ******************** due to a hold placed on a Zelle payment transaction.  We have protocols in place to help ensure the customer is not victim to fraudulent activity before releasing the hold.  This involves asking questions to help verify the recipient. We apologize if our customer believes this to be intrusive and hope they understand that these questions are designed to help protect the customer from fraud losses.  

  Customer response

  01/24/2023

   
  I am rejecting this response because it is simply gaslighting.

  There is no corrective actions and nor will there be.

  Trust me I understand the reason for asking question to verify the identity of the customer making the transaction, but the other question in question is simply non of your business.

  You can try to cover up mistakes by your employee to save company face but the questionable question, is just that. Thank you!

   

   

  
  

• Initial Complaint

  03/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was convinced to apply for a HELOC under certain misleading statements made by *********************, but this complaint is filed after those issues resulted in ****** and his supervisor, *****************************, ignoring repeated requests I made to have my personal financial details deleted from HTB servers and all access permissions revoked retroactively and in perpetuity. I signed no authorization to allow my personal data to be shared or used for any purposes whatsoever, and upon making this request ********* brushed me off twice with repeated replies that my privacy is secure. No direct address to any concerns I raised have been addressed, and I have no reason to trust the security of HSB servers given the false statements made by its employees. I would be happy to talk further about the false statements if the company or the media requests this.

  Business response

  03/07/2022

  Applicant submitted an application to our bank in February-2022 for a Home Equity Line of Credit.  During the application process, we completed a standard loan application and obtained other standard documentation such as income tax returns and credit reports.  We submitted requests to credit reporting agencies to obtain credit reports in conjunction with his application, which is the standard process for obtaining these reports.  Any and all non-public personal information that we obtained is stored solely within our loan systems, and will not be shared with any non-affiliated third parties.  Consumer lending compliance regulations require that lenders maintain information obtained via loan application processes, so deleting information about ************ from our systems would put us in violation of these regulations.  We feel we acted appropriately and in compliance with applicable consumer lending regulations in regard to the loan request.

  Customer response

  03/07/2022

   
  Complaint: 16827403
  
  I am rejecting this response because:

  This company repeatedly has refused to delete personal sensitive security information, in violation of the ****************** Protection Act. If the company does not delete all my personal data from their servers and revoke all 3rd party access, permissions, and any other use rights in 48 hours from this writing, this will result in a lawsuit.

  
  Sincerely,
  
  *****************

  Business response

  03/08/2022

  As is the case with all financial institutions,we are unable to honor **************** request to delete information. We are required to retain application information under several federal banking laws and regulations.  We want to assure him that information maintained on our servers are protected by robust data security controls.  We consider this complaint closed as we are unable to fulfill his request.

• Initial Complaint

  08/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter from this bank stating the decision on an auto loan request from auto dealership. I have not submitted an application nor requested an auto loan from this bank or any bank. The credit inquiry has caused damage to my credit score. I have filed a complaint with the NC Attorney General against the dealership who submitted this application without my knowledge nor consent.

  Business response

  08/26/2021

  Business Response /* (1000, 5, 2021/08/20) */ HomeTrust Bank (HTB) attempted to contact the named applicant by the phone number provided to the BBB, but the person who answered the phone would not allow HTB to speak with ******* ******. This person, who indicated they were ******* ******'s wife, indicated they had knowledge of the complaint and that HTB could discuss applicant details with them. However, HTB is unable to discuss applications with non-applicants without express permission from the applicant. Based on the conversation that took place, it is believed that the complaint was filed with the BBB by someone other than ******* ******, as HTB was not allowed to speak with ******* ****** when calling the number provided. Consumer Response /* (3000, 7, 2021/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The person who accepted the call on my behalf was my wife and she identified herself and stated that she would assist. The representative did not want to accept that and states that they can't speak with a non-applicant without expressed permission from the applicant, yet they processed an auto loan application in my name by a non-applicant without my expressed permission therefore they violated their own policy and need to withdraw said application and rescind the credit bureau inquiry. Any further discussions, should be conducted with my wife at the phone number provided. If not, a complaint will be filed with the ******************* regarding this violation. Business Response /* (4000, 9, 2021/08/26) */ HTB attempted to reach the named complainant, but was denied access. HTB responds to identity theft claims seriously, which is why we are required to speak with ******* ****** before providing any details of the application in reference to a third party.

*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. ↩