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Complaint Details
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Initial Complaint
12/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
2 weeks ago, we went into the bank with Power of Attorney papers in hand in order to deposit money into the bank. The bank refused POA to my sister. She had a heart attack, so I flew in from ***** to take care of the transaction. They have refused me as well. We have legal documents performed by an experienced attorney, who also showed us statutes that PACU are violating. It is a basic IRA Rollover, but since the bank doesn't acknowledge the legal documents, we are unable to perform it. Promises of call backs have never materialized.
Business response
12/14/2023
In response to the complaint filed by Mr. ***** *****, I am writing to provide an update on the resolution process.
First and foremost, we want to assure you that we take all member complaints seriously and strive to resolve them promptly and satisfactorily.In general, the complaint revolves around Mr. *****’s steps to use a General Power of Attorney to act as Agent over his mother's finances. Prior to receiving this complaint, we had communicated to Mr. ***** the additional documentation needed to honor Mr. *****’s request based upon the documents we had been presented. Upon receiving the complaint, we immediately renewed communication with Mr. ***** and his attorney to better communicate our position on the documents presented and the need for additional documentation in order to work toward a prompt resolution.
We understand the importance of this matter and have been actively collaborating with Mr. ***** and his attorney over the past few weeks to obtain the necessary legal documentation required for us to complete his request.
Significant progress has been made in obtaining this documentation from Mr. ***** and his attorney. Based on communications from Mr. *****’s attorney, we anticipate that the necessary paperwork will be presented soon which will allow us to recognize Mr. *****’s authority to act as Agent over his mother's finances.
We request that the Better Business Bureau consider this complaint as resolved either now or once the documentation has been presented to allow us to complete Mr. *****’s request.Customer response
12/14/2023
I am rejecting this response because:
The bank was not timely in their response and the situation is still not resolved. A valid POE was made with my sister as primary and myself as secondary. My sister went into the bank with the POA and they refused to accept the document. She then had a heart attack, and from the info given by the doctors, it was stressed induced. Certainly the lack of service played a part in that stress. At that point, I flew into NC to be with my sister. I took the POA into the bank. It seemed that every question that I asked was answered with, "We will have to check with our attorney." I was promised a response, but 2 weeks went by and no response. The irony of the situation is that I have to hire a lawyer in order to put money into the bank. PACU has none of the customer service that the original bank did. At this stage, the bank will not acknowledge the legal document and I will have to make new ones. Zero customer service and it seems that no one is will to help at the bank. With the baby boomers aging, this is going to happen more and more and the bank does not show the grace needed to help the elderly. Their actions affect a family, not just one person.Initial Complaint
05/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Called bank reg transfer done on 4/30 as it is showing withdrawn from my checking to credit card acct. however the bank didn’t post the money to my credit card and could not tell me when my 21.00 transfer payment went to??? Then said they would not reverse the transfer to refund me my money that they have!!!!Business response
06/06/2022
According to our records, the $21 transfer from checking to credit card on 4.30.22 was posted on 5.4.22 with an effective date of 4.30.22. We have learned there was a delay in processing from the card processor. We apologize for this inconvenience. There was no late charge.
Kim A*****
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.