ComplaintsforSutton State Bank

• Initial Complaint

  01/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This has to do with my Identity being stolen, some one has open an checking account with Sutton bank in my name there phone number is **************, I have been trying to get some one to help me close this account and they will not answer me at all is , I have been trying to close this sense December 27, 2021 I do have the account number. that is the first complaint. Sutton bank is also with cash app. and they have and account too, and they will not even talk to me either and there phone number is **************, they also open an account with ******** for a brokerage account ( ******** phone number **************. ) ( the brokerage department phone number is **************. ) now ******** sent me to there fraud department they open up a case on December 27, 2021 at 1:05 pm case number ********, and said that they close there case, so I don`t know if they really did, I have called the police, and FBI to make a report. still got blocks on all the credit bureau from 3 years ago an another case. please can you help all these places inter act with each other together some how, so I was told Thank You

  

  Business response

  01/01/1900

  Business Response /* (1000, 5, 2022/01/21) */ Sutton Bank reviewed your complaint and forwarded it to Cash App and Albert. Cash App responded as follows: "Cash App identified the Cash App account based on the information *********** provided. The account in question has been closed as of January 13, 2022 and the associated Cash Card has also been disabled. It is recommended that *********** visit IdentityTheft.gov, where they can help her report and recover from identity theft." Albert responded as follows: "We've reviewed your concern and have identified the related account. We can confirm this account has been closed as of January 14, 2022. We understand how concerning it is when your information is compromised and thank you for your assistance in the matter. Please contact our customer support department by texting 639-37 or emailing [email protected] with any additional questions."

• Initial Complaint

  01/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Have been waiting for a deposit as of 12/27/2021. Today is 1/09/2022 and the funds are still unavailable. I was told it should take between 3-5 business days for the transaction to show in my account however nothing has gone through yet and when I've called the customer service department multiple times now to inquire about my issues I only get an automated response stating "all service repressive safe currently busy assisting other customers" and to leave a detailed message and call back number which I have done twice now with still no response.

  

  Business response

  01/01/1900

  Business Response /* (1000, 5, 2022/01/21) */ Sutton Bank emailed ******** on January 12, 2022 and requested additional information that was necessary in order for Sutton Bank to provide assistance. However, ******** did not respond. ******** is free to contact Sutton Bank and provide the information requested so that we may assist him. Consumer Response /* (3000, 7, 2022/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) What information exactly is required from the bank and where do I forward it? I have reviewed my inbox several times for an email from Sutton Bank on January 12th 2022 but do not see anything. Business Response /* (4000, 9, 2022/01/31) */ An email was sent to ********************* on January 12. If there is an alternative email address you would like to provide, please do so and we will contact you. I need to know the name of the program who oversees your account. Consumer Response /* (4200, 11, 2022/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can also be reached at *********************. The bank account with Sutton Bank (*********) was set up via ********* managed by **********. The debit card is issued by Sutton Bank. Business Response /* (4000, 13, 2022/02/14) */ Sutton Bank forwarded your complaint to Providers. Providers informed us that is provided you with the following response: "**** here with the ************** Executive Office team. I wanted to reach out to you regarding a complaint you had filed with the BBB. After reviewing the documented complaint it looks like it is revolving around a direct deposit you were expecting to receive to your account at the end of December 2021. Looking at your account, we have not received any notifications for a deposit to your account number in that time which means that the funds were never deposited into our banking system. We understand that there was some confusion around this issue and our team has taken note of handling these situations better. On 02/14/2022, your account was credited $25 for your issues. If you have any other questions or concerns, I'd be happy to take your call. Please do not hesitate to reach back out. We hope you'll continue to use the ************* for all your banking needs." Consumer Response /* (2000, 15, 2022/02/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The issue was resolved.

  

  Business response

  01/21/2022

  Sutton Bank emailed Mr. **** on January 12, 2022 and requested additional information that was necessary in order for Sutton Bank to provide assistance. However, Mr. **** did not respond.
  
  Mr. **** is free to contact Sutton Bank and provide the information requested so that we may assist him.
  

  Customer response

  01/26/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  What information exactly is required from the bank and where do I forward it? I have reviewed my inbox several times for an email from Sutton Bank on January 12th 2022 but do not see anything.

  

  Business response

  01/31/2022

  An email was sent to ********************* on January 12. If there is an alternative email address you would like to provide, please do so and we will contact you.
  
  I need to know the name of the program who oversees your account.

  Customer response

  02/03/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I can also be reached at *********************. The bank account with Sutton Bank (*********) was set up via Providers managed by Propel Inc. The debit card is issued by Sutton Bank.

  

  Business response

  02/14/2022

  Sutton Bank forwarded your complaint to Providers. Providers informed us that is provided you with the following response:
  
  "**** here with the Providers Card Executive Office team. I wanted to reach out to you regarding a complaint you had filed with the BBB. After reviewing the documented complaint it looks like it is revolving around a direct deposit you were expecting to receive to your account at the end of December 2021.
  
  Looking at your account, we have not received any notifications for a deposit to your account number in that time which means that the funds were never deposited into our banking system. We understand that there was some confusion around this issue and our team has taken note of handling these situations better.
  
  On 02/14/2022, your account was credited $25 for your issues.
  
  If you have any other questions or concerns, I'd be happy to take your call. Please do not hesitate to reach back out. We hope you'll continue to use the Provider Card for all your banking needs."
  

  Customer response

  02/15/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  The issue was resolved.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I get paid by a company with gift cards through this bank. I got a refund from one of the companies. However this was after I used up all the funds on the gift card and destroyed the card. Trying to get another car reissued was nothing but an ordeal. In fact, they could not even find the card for weeks. Finally they were able to locate the card and I asked for it to be re-issued. However, I've been waiting weeks for delivery and the card expires at the end of this month in which the company told me that per agreement, if I do not use the funds, I am out of luck. The only way to contact us bank is through email in which they take two days to respond back. Now I am going to lose the money left on the card as well as have to pay income tax on it. This bank does not seem to care much about that situation since they will be able to make money off me due to card expiring. I cannot be going back-and-forth with email trying to discuss this with a bank. They really need to have a phone to call. All I want is the card reissued and extend an expiration date.

  

  Business response

  01/13/2022

  Sutton Bank emailed Mr. ******* on January 6, 2022 and requested additional information that was necessary in order for Sutton Bank to provide assistance. However, Mr. ******* did not respond.
  
  Mr. ******* is free to contact Sutton Bank and provide the information requested so that we may assist him.

  Customer response

  01/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Never got an email. Not sure what additional information they are requesting due to this.

  

  Business response

  01/27/2022

  Sutton Bank attempted to contact Mr. ******* again via email (*********************) on January 18, 2022 to learn more details pertaining to his complaint. Specifically, Sutton Bank requested to learn the origins of Mr. ********* payroll card and the program associated with the card. As of January 27, 2022, Mr. ******* has not responded. Without additional information, we cannot provide any additional assistance.
  
  Mr. ******* is encouraged to contact the program that manages his payroll card to resolve any issues. Mr. ******* is also encouraged to respond to Sutton Bank's previous emails sent to him in an effort to attempt to resolve his complaint.

  Customer response

  01/31/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Still have yet to get an email from this company so this is a flat out lie. I did contact the program and they told me it was Sutton bank who needs to rectify this. They contacted Sutton bank also and they are still awaiting response. I did get a response from Sutton bank about a month ago saying they would make a one time exception and issue me another card but that never happened. Should I remind the bank that that's my money and it shouldn't take 6 months to fix this. And the only way to contact this bank is through email and if I do get a response back it's 2 days later. This is the only bank I know that does not have a phone number. Poor customer service just to save money.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been having my pay direct deposited to my cash app account for 2 months on a weekly basis without any problem. My pay roll was submitted on Friday 12.31.21 with a check date of 1.3.22. Today is 1.4.22 and I still have not received my pay. I confirmed with the payroll department that my account and routing number was correct and the deposit had not been rejected or returned, and I submitted an ach trace number that I gained from my employer to cash app with the amount due to be deposited and the date and they still don't know where my deposit is. I have several bills that are due, one of them being my utilities which are now off and they don't have the decency to respond.

  

  Business response

  02/08/2022

  Business Response /* (1000, 5, 2022/01/05) */ Your complaint pertains to an issue with your Cash App account. Sutton Bank issues the Cash Card and we do not issue, maintain or service your Cash App account, which is offered by Square, a separate company not affiliated with Sutton Bank. All questions or concerns regarding your Cash App account, including direct deposits, must be directed to the Cash Team. The best way to contact Cash App is through Support in the Cash App or call 1-800-969-1940.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I do my banking with Sutton and also have online banking too. I have email set if my account to notified me if I have an overdraft. Sometimes I don't receive the email soon enough or it goes to my junk mail. If I don't get the money in my account before they close at 5 I get charge $33. I have online banking but they don't except it if I'm just a little after five. I think they like making money from me. My feelings are if you get the money before they open the next day should be good enough.

  

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/01/10) */ Sutton Bank received the complaint you filed with Better Business Bureau. We are sorry to hear that you are having difficulty keeping track of your account activity. Sutton Bank offers various options for customers to access their account activity at their convenience. We offer Sutton Bank Mobile App, Online Banking and text and email notifications, set-up by the customer based on available notification options. The Low Balance notification normally is sent early in the day, by email or text, to allow customers time to make a deposit before the end of the business day, if they choose to do so. We also offer an automatic transfer option that can be set up to transfer funds from one Sutton Bank account to another automatically in the event an account falls into the negative. (A $5 fee applies.) If you are interested in discussing any of the above notification options please contact your local branch or call 1-800-422-3641. Sutton Bank's daily transaction cut-off time is 5:00pm so that transaction files can be prepared and sent through the Federal Reserve system for nightly processing. Our Funds Availability Disclosure states, "If you make a deposit before 5:00pm on a business day that we are open, we will consider that day to be the day of your deposit. However, if you make a deposit after 5:00pm or on a day we are not open, we will consider that the deposit was made on the next business day we are open." This applies to in-branch and ATM deposits. Our Online Banking platform states on the Transfer Screen "Transfers made after 5:00pm Eastern Time will be effective the following business day." If you would like a copy of our Funds Availability Disclosure please contact the Bank at 1-800-422-3641.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received a gift card via "The Tremendous Rewards Visa�® Incentive Card is issued by Sutton Bank, member FDIC, pursuant to a license from Visa U.S.A. Inc." The card had an expiration date of 12/21. Per the image attached I tried to use it between 745 and 8:51 pm on 12/31/21, so the card should not have been expired yet. I reached out the help email address and they said the card is issued in a different time zone, so it expired early. I have attached saved PDF's of the links on their website, the FAQ's and the Terms and Conditions. Neither of this links refer to time zones or using it by a certain time on the expiration date. I would like a refund/new gift card issued with the remaining funds.

  

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/01/07) */ ****** Bank forwarded your complaint to Tremendous. Tremendous responded as follows: ***************** received a Tremendous Visa Rewards Card that had an expiration date of December 2021. Due to a difference in time zones, his card had already expired when he tried to use it on the evening of December 31st. Tremendous informed ********* on January 4, 2022 that they would send him a new reward in the amount of the remaining card balance; the replacement was sent on January 6th. ********* can reach out to J*********, Operations Manager, via email (****@tremendous.com) in the event he has any questions.

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Have A Deposit That Went Into My Albert Account And I Cannot See My Deposit Because Albert Has Suspended My Account Without Telling Me I Have Bills To Pay And Needs My Funds They Have No Way Of Communication And No One Is Trying To Send My Deposit

  

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/01/12) */ Sutton Bank forwarded your complaint to Albert. Albert provided the following response: ********** requested a status to her direct deposit on December 30, 2021. That same day, Albert communicated that **********'s account was suspended. When an account is suspended, any funds attempted for deposit are returned to the sender. Albert has confirmed that the deposit scheduled for December 30, 2021 was returned to sender. ********** will need to follow up with her payroll provider for additional information on the deposit. If you have any further questions, please contact Albert.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was given a $25 gift card by one of my students. I'm a middle school science teacher. I tried to redeem it and it is filed as 'On Hold'. I've tried calling the number in the back of the card several times and I went to their website but there's no way to get the 'hold' off the card. Their customer service is non-existent.

  

  Business response

  01/21/2022

  Sutton Bank forwarded your response to InComm. InComm responded as follows:
  
  Please know that prior to receipt of this complaint we have not heard from *** ********. The card in question was placed on hold due to being compromised. Had *** ******** been in contact with customer service they would have replaced the card for them. We are expediting them a replacement card in the amount of $25.00 via FedEx tracking number **** **** **** to the address provided in the complaint. We attempted to contact *** ******** to advise of this information; however, we were unsuccessful. A voice mail was left with direct contact information should they have any additional questions or concerns.

  Customer response

  01/26/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Sutton Bank contacted me by phone regarding the status of the gift card (it was on hold) and then they sent me a new gift card within a couple of days. I am very pleased with the way they handled the matter.

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for the banking app Albert. Since January 2020, I have been trying to retrieve $8 I had placed into my savings account. I told them numerous times the bank account was closed and I had not access to it, but they refused to give me any information on how I can retrieve my funds. There was no option to verify my identify, mail me a check or anything. It was I had to have that account REOPENED to get my funds. Okay, I let it go. It was only $8.Fast forward to present day. I went back to the app, to see if I connected a new account, if I could retrieve the funds and go about using the app. I was told, NO, I still could not retrieve my $8, and then my account was debited an additional $6 for services I had canceled in January of 2020. At this point, I feel this app is stealing money. You pay for genius service, but you speak to no real person, even if you are trying to cancel and get your money back. I would like assistance in getting my money refunded to me, as well as $175 that bounced in my account, due to them taking money from my account. Thank you

  

  Business response

  01/01/1900

  Business Response /* (1000, 5, 2022/01/19) */ Sutton Bank forwarded your complaint to Albert. Albert provided the following response: Albert Savings accounts are linked to a single external bank account, and upon closure of that bank account, Albert requires proof of ownership of funds when unable to return funds to the originating account. This helps protect our users' funds. Once************* provides the required materials, Albert will mail a check to************* for the balance remaining in the Albert Savings account. Albert has confirmed that*************'s Genius subscription has been canceled and a refund issued. If any Albert transfers caused an overdraft,************* should provide that evidence for Albert's review. We do our best to avoid initiating transactions that could overdraft your account. To request a reimbursement, please text us a screenshot of your banking app or your banking statement that shows the overdraft fee and the Albert transaction that caused it. If you have any further questions or concerns, please contact Albert.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was issued a credit card by Sutton Bank for Upgrade. I have closed the account and was paid off. I asked for no more emails or contact by email I continue to get emails, and statements when the account was closed before the last statement. It still shows open on the upgrade app and online but they tell me to trust them it is closed. When I disputed with the credit bureaus they confirmed not the account is closed but that a lower credit limit of 1000 instead of 2000 and balance owed of 906 when that was paid off in November. Upgrade who used Sutton Bank to issue the card will not correct anything and does not respond to CFPB, BBB or written letters.

  

  Business response

  01/04/2022

  Sutton Bank forwarded Mr. ******* complaint to Upgrade. Upgrade responded as follows:
  
  On December 30, 2021, Upgrade connected with Mr. ****** Upgrade confirmed with Mr. ***** that his account is closed. Upgrade confirmed they are not reporting Mr. ***** to credit bureaus. Mr. ***** requested to change his email. Upgrade informed Mr. ***** that changing his email would mean he would no longer have access to online documents. Mr. ***** requested the change. Upgrade changed Mr. ******* email, as requested. Matter is now resolved.
  

  Customer response

  01/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  account still shows open online the change to eamil did nothing but change email. Account is still reporting open on all credit bureaus with a balance

  

  Business response

  01/13/2022

  Sutton Bank reached out to Upgrade and shared Mr. ******* recent comments. Upgrade responded as follows:
  
  Upgrade has confirmed that Mr. ******* email has been changed and his account closed, per his request.

  Customer response

  01/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  i changed my email as requested by upgrade it still shows open on the app and online

  

  Business response

  01/27/2022

  Sutton Bank again reached out to Upgrade concerning Mr. ******* complaint. Upgrade provided the following information:
  
  Upgrade was able to connect with Mr. ****** Upgrade has confirmed with Mr. ***** that all his requests have been completed. The account he requested to be closed is in fact closed. Upgrade also walked Mr. ***** through his remaining accounts and explained that there is one portal for all his accounts. (e.g. Login to a bank account you can see your closed and open accounts). Mr. ***** has a better understanding of his accounts with Upgrade.
  

  Customer response

  01/31/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  account still shows open upgrade was supposed to call back never did

*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. ↩