ComplaintsforAmerican National Bank

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When I financed my vehicle with Volkswagen Credit, my GAP policy was purchased through American National. I paid off my vehicle in December 2023. I had to wait for a payoff letter to come through, which took a little while In February of 2024, I requested my GAP to be refunded to me and was provided these instructions: Email a copy of your payoff letter, along with a photocopy of your DL with your current address to this email address: ****************************************. Make your subject line: Last Name & Refund In February 2024 (I don't have the exact send date as I didn't retain a copy of the sent email), I followed the instructions exactly and sent over the required documentation with the appropriate subject line. The person on the phone had told me it could take 4-6 weeks to be processed. I never received a confirmation, nor a refund. In early April 2024, I called the number ************ and it instructed me to leave a detailed voicemail. I left one dictating all of my concerns and asking for a call back. No one ever called me. On April 24, 2024 I re-sent all the required documentation again to ************************************.com letting them know that this was my second time sending over the documentation and I had also left a voicemail. I let them know that I still had not received a response, confirmation that my request was received, nor a refund by mail. American National owes me my GAP refund and I would like my money back. The vehicle has been paid off for 5 months now and the request was sent in 3 months ago. I need this to be fully resolved ASAP. I do not know the exact amount of my refund because it is a pro-rated amount from the date I financed my vehicle through the date I paid the loan off.

  

  Business response

  04/30/2024

  Good Afternoon,  After internally researching our files and a review the details provided in the submitted complaint, we believe that this complaint is with "American National Insurance Company".  We are "American National Bank" and don't hold an affiliation with them.    Please reach out if you feel that we may be mistaken and we will review the details once again.

  Customer response

  04/30/2024

   
  Better Business Bureau:
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********, and find that this resolution is satisfactory to me.  I will re-enter the complaint with the correct company and am appreciative of their clarification.  The only information I had was "American National" so that was very helpful.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  03/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  AMERCIAN BANK CANCELLED MY DEBIT CARD BECAUSE OF FRAUD ALERT THEY GOT THEYNEVER SENT ME A NEW CARD IN THE MAIL IN 2022 SO I HAVE REORDERED DEBIT CARDS NOW 5 TIMES SINCE NOVEMBER THRU MARCH AND HAVE THEM SEND TO **** * *** ***** **** ****** AND ALSO ***** ***** ***** **  AND STILL HAVE NOT GOT MY DEBIT CARD AS OF YET IN THE LAST 4 MONTHS. THEY KEEP SAYING CAUSE THERE IS A FLAG ON MY ADDRESS CAUSE OF THE FRAUD ALERT CARD THEY HAVE A PROBLEM GETTING ME A DEBIT CARD. IM VERY UPSET ABOUT THIS AND FINALLY REACHING OUT TO BBB CAUSE THIS BANK STILL HAS NOT GOT ME A DEBIT CARD AS OF YET MARCH 15. AND THEY TOLD ME THE LAST CARD SHOULD HAVE GOTTEN LAST WEEK.THE LAST PERSON I HAVE BEEN DEALING WITH IS ***** AT THE ***** * ***** ******* AND HE SAYS HE DONT EVEN REMEMBER SPEAKING TO ME WHEN THIS WAS THE 3RD TIME I SPOKE TO HIM ABOUT THIS DEBIT CARD.

  

  Business response

  03/29/2024

  Hello, We have drafted and mailed a letter to the customer in response.  We are glad to have found a resolution with the customer on 3/27/24

• Initial Complaint

  03/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  March 15 2023 Rod ****** put a hold on my American national bank account because I deposit a check from a closed business account into my personal account. I explained all this to him and he called me a liar and will not return any of my calls. My account has been frozen for going on 9 days making it impossible to pay my bill, my car insurance has lapsed and I have no food in my house for my family. I have reached out to other branch managers trying to get in touch with him or anyone that could help me and I haven't received any responds. I've done nothing wrong to deserve this treatment, I've been a customer for over ** years with no issues. I desperately need access to my finances and am at a loss of where to go next. If this is not corrected I will have to involve an attorney.

  

  Business response

  03/26/2023

  Complaint response provided ** *** **********. 

  Customer response

  03/27/2023

  
  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,
  
  Ashley *****

• Initial Complaint

  09/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been a customer of AN Bank now for about ** years, on multiple occasions their tellers and managers give false information or wrong information and then make no attempt to remedy the issue. I sold a pair of collector vehicles and deposited the check, was told by the teller multiple times when the funds would be available only to be have to call and ask why they weren't available. The branch manager couldn't give a straight answer and required me to call the buyer's bank to ask for his account information because "they tried once an the bank wouldn't help them". When asked why the teller told us the wrong date, we were told "sometimes they're wrong or misinformed"...this "misinformation" has now caused a major ripple being that I was told funds would be available and thus- non-refundable deposits were made on transport trucks, movers, and other accommodations to move the vehicles I sold. This is resulting in me losing money due to their negligence and inability to communicate what's the correct method when checks of larger amounts are deposited. I would like the money to be deposited into my account so I can remove it and close my accounts with this bank, they no longer will be getting my services.

  

  Business response

  10/07/2022

  Business Response /* (1000, 5, 2022/09/16) */ Contact Name and Title: Aaron **** Contact Phone: ************ Contact Email: **************** Mr. *******, We have received your complaint filed with the Better Business Bureau regarding a hold placed on a large check deposit and being provided inaccurate information related to the hold. We have conducted a thorough investigation into this complaint which is highlighted below. Regarding the hold - a large deposit, funds more than $*****, can be held for 7-business days per Regulation CC. For the deposit in question, a hold was placed on August 31, 2022, in accordance with Bank procedures and a Notice of Delayed Availability was provided at the time of deposit. Further, the Branch Manager communicated to Kelsey *******, the joint account owner, the reasoning why a hold was being placed on the check deposited. On September 6, 2022, we attempted to contact the issuing bank to verify if funds were available and release the hold at Mrs. ******* request. However, the issuing bank was unwilling to verify funds. At that time, the Branch Manager provided an additional solution and that if Mrs. ******* could contact the issuer of the check and provide documentation that it was paid, the hold would be released. Unfortunately, the issuer would not provide that to the Bank. The intent was not to inconvenience Mrs. ******* with this ask, but to provide an additional solution to release the hold early. Regarding the inaccurate information - in review with the Branch Manager, it does appear that the release date of the hold was verbally communicated to Mrs. ******* inaccurately as September 9, 2022, rather than September 12, 2022, which was documented on the Notice of Delayed Availability. This error was due to staff not considering Labor Day, a federal holiday, when verbally communicating the release date. Due to the confusion, when Mrs. ******* came into the branch on September 7, 2022, Management did release the hold early, funds were made immediately available for the purchase of a cashier check and the cashier check fee was waived to remedy Mrs. ********* dissatisfaction. We apologize for the confusion this may have caused. We are taking this opportunity to provide additional training to applicable staff to ensure we meet our high standards of delivering quality customer service. We hope these steps remedy this situation and know that we appreciate you as a customer at American National Bank. If you have further questions or needs, please contact me directly. Aaron **** Director, Corporate Compliance

• Initial Complaint

  04/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  American national has been the worst bank I ever had to deal with by far .. this is my second time making a complaint... first my money was stolen out my account from an unauthorized transactions. I did everything thing I was post to do in making a Claim & a police report to recoup my money back .. only for the bank to tell they can't help cause they don't see an error ... and they have my account negative im steady getting harassed & Constant phone call from American national telling me I owe without trying to hear my explanation.. and most of the have a check report out in my name stoping me from opening a different account with a different bank this is crazy because I have a job an a family an it feels like the bank is ripping me off completely

  

  Business response

  05/20/2022

  Business Response /* (1000, 8, 2022/05/06) */ Contact Name and Title: Bob ******, Compliance Contact Phone: ************ Contact Email: ****************** There were 2 items negotiated by the complainant which were returned to the bank as altered/fictitious. The complainant had previously withdrawn these funds in cash so when the items were returned it caused the account to be overdrawn. The complainant has not been in communication with us regarding the settlement of the amount owed to the bank and subsequently the account was closed and reported to a reporting agency. The complainant is encouraged to settle this debt. Consumer Response /* (3000, 10, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received any information, phone calls or letters regarding my account, claims or Balance with account nor have I received have time to pay or negotiate this matter ... When I started my account a banker by the name of brendon who *********************************************************************************************************************************************************************** Business Response /* (4000, 12, 2022/05/13) */ No additional comment. Our initial response stands. Mr. **** needs to return our calls to resolve the status of the account.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My mother passed away ************* and left me a CD IRA investment as her only son and primary beneficiary. I am below age of ****** and know that if i cash out that IRA, the IRS will give me a penalty because I am only ** years old for early withdrawals. I want to take the investment as an inherited IRA and take payments over ** years as i was advised by a CPA but I will starts payments after the age without penalties. I need that bank to file a death claim and send me the forms to do that. I reported the owner's death ************************************ and a Banker named Theresa at the branch were my mother opened the cd IRA (***************, ************************) stated that I can get the payment right away with penalties because the CD is not matured yet. She said that she is not aware of the penalties by the IRS because of my age (**). I told her to file a death claim and she said that she will speak to her supervisor about it and that she doesnt believe it is necessary. I had waited all this time without a phone call or any letters, so I decided to contact her manager instead. I called Anna the manager at the same branch. I told her what I needed per my tax advisor and she told me that she needs to contact the IRA guru at her branch. I waited for a phone call as she told me she will and never got one. I called her back and she stated the same think, that needs to contact her IRA guru. I told her to give me the IRA guru's phone number so I can call him/her myself but she said that needs to find out first who that is. She said that will call me with an answer. I haven't heard from her again. I need the documents to file a death claim and get my money that my mother left me. Other banks had sent me the forms already and they knew what to do but I am still trying to get American National Bank to do what is needed for me to get the funds as primary sole bene. Please help me, i need to have this resolved. T*

  

  Business response

  02/09/2022

  Business Response /* (1000, 8, 2022/02/04) */ The IRA Coordinator has been in contact with the customer and has provided the necessary documents for the customer's IRA election. The customer has communicated to us that they plan to meet with their CPA sometime in February and will update us at that time. At this point, there is no further action contemplated by the bank. Consumer Response /* (3000, 10, 2022/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had to go this far to have them send me the correct paperwork and i was only contacted because of the complaint! Anyone should go through what I went to with this bank and especially when none of the workers know what they are doing! I called many times and they all wanted me to cash out and leave without even knowing the consequences the customer can have by doing that! the manager Ann from that branch doesn't have a clue of the products so I can't expect that the rest know it either! Worse customer service I've ever experienced! they shouldn't be in business! They need to stop selling that product to the elderly if they don't understand what is it about! That is elderly abuse!

*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. ↩