ComplaintsforPathfinder Bank

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had to get a new card for my bank I had it for 3 days and instantly any time I make a purchase of anything online it's block I called emailed and walked across town to here there ** about it being overseas transactions I can buy a game system straight from the company **** and all other things form ****** but what the heck when I get anything else they instantly fraud any other transactions even ones here in the states

  Business response

  01/05/2023

  Please see the attached response to complaint ID ********. We are in receipt of the referenced complaint filed with the Better Business Bureau on December 14, 2022. Customer security is our fiduciary responsibility. We, of course, take these complaints very seriously; and as a result, have investigated the claims and the situation thoroughly with management,  and the staff involved; and also conducted a review of the account and customer relationship history.  Our investigation was conducted by our: Vice President of Electronic Commerce Manager  The claim indicates that our customer (Complainant) contacted a member of our staff, by phone, email and in-person, inquiring about purchases they made online using their debit card.  The Complainant states that the branch staff member was of no help to them. They did not necessarily give specific dates of these occurrences within the complaint.  Our internal investigation and analysis draws the following conclusions:  The branch staff member who discussed these inquiries with the complainant indicated that they reached out to the customer on several occasions to discuss with them that we could unblock countries for them but we needed to know what country/countries they wanted to unblock and for how long. They never returned their call. She left voicemails and sent information via email regarding the inquiry.  After an investigation was performed by our Vice President of Electronic Commerce, an email was sent to the complainant. In the email, it was again explained that the Bank has the ability to either permanently or temporarily, remove the blocks on the debit card at the customer's request as long as they understand the risks that come with it.  After reviewing the history on the complainant's debit card it appears transactions were going through. The complainant was invited to contact the Vice President of Electronic Commerce, however there has been no contact made by them.  1 A communication was sent to our staff that may have had contact with the complainant to ensure they were aware of the Bank's procedure.  It is Pathfinder Bank's policy, in an attempt to keep our cardholders as safe as possible, to have a fraud system running in the background that reviews every transaction in real-time. As a local, community bank, we have decided to restrict our cards from being used in many foreign countries because the vast majority of our customers live in or around Oswego and Onondaga counties. However, customers have the ability to override this after they are educated on the possible risks involved.  We consider this complaint to be resolved. If you have any further questions regarding this matter please feel free to contact me at ************.  ******* ******* Vice President, Compliance, BSA/OFAC, CRA & Fair Lending Officer  Pathfinder Bank

  Customer response

  01/10/2023

  All the conversations are in email form and states to call the number and  when I try calling them it just keeps ringing  no one answers and I send another email and it's the same thing a email saying please call the service number and  nothing ever gets done  

  Business response

  01/25/2023

  Response taken by phone:  Again this policy is in place for the customer's protection. We have left voicemails and sent emails to explain this.  He has given us a new email address and we emailed him again. He needs to contact the e-commerce manager a* ************ to attempt to resolve this matter. 

*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. ↩