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ComplaintsforThe Home Savings and Loan Company of Kenton, Ohio
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Complaint Details
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Initial Complaint
10/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
HSLC purchased the two branch locations of German American Bank in Lexington, KY effective September 27, 2021. Prior to the change in ownership, HSLC failed to timely provide a routing number to its new customers so that those customers could update direct deposit information to provide to employers. After calling HSLC on Sept. 27, 2021, I was advised that all direct deposits would be timely. The paychecks coming to the banking account from the employers of my wife and I were not placed in the account as promised by HSLC officials on September 30, the date the money should have been made available. This will most likely cause delays in payments of other bills, thereby impacting our standings with other entities. Moreover, HSLC saw no urgency in the situation when I contacted them about it in both Lexington and Kenton, Ohio. They also promised temporary checks and those have never arrived either. So, in essence, HSLC has failed to make paychecks available or take steps to resolveBusiness response
11/22/2021
Business Response /* (1000, 12, 2021/11/05) */ Informational packets were mailed to all incoming, newly acquired GAB customers on August 24, 2021. These packets included all pertinent and necessary information for accounts that would be transferred to HSLC on September 27, 2021, 30 days prior as required by regulation. All ACH deposits were posted to the new HSLC accounts on October 1, 2021 after release from German American Bank. German American had the responsibility of sending notices of correction for ACH transactions. HSLC had no choice but to wait for them to forward those items to us. Starter checks were ordered for this customer on October 8, 2021 and USPS records indicate he received them on October 15, 2021 and, in fact, they were ordered a second time on the 12th and these were delivered to his home address on October 18. According to the history of the account since takeover, no fees have been incurred by this customer. We have talked with him several times on the phone to resolve his issues. HSLC is proud to be a locally owned financial institution whose main goal is exemplary customer service.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.