ComplaintsforConsumers National Bank

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned items to *****  NO REFUND BEEN GIVEN AT ALL, BEEN OVER A WEEK, I CALLED THIS BANK I USE TO DISPUTE THE CHARGE, AS NO REFUND POSTED I CALLED ***** STORE MANGER TOLD ME TO CALL THERE CS SO I DID TO ONLY GET MORE RUN AROUND ***** STATES THEY SENT MY $ BACK TO MY DEBIT CARD NEXT DAY, THIS BANK WOULD NOT DISPUTE THIS FOR ME I CALLED MON TELLING THEM I WANT TO OPEN A DISPUTE AN THEY WOULD NOT, TOLD ME I HAVE TO WAIT LONGER WHICH IS WRONG I AM ALLOWED TO FILE A DISPUTE ANYTIME I SEE FIT. ALL I WAS GIVEN WAS RUN AROUND BETWEEN MINERVA OHIO AN EAST CANTON OHIO BRANCH. NO 1 WILL HELP ME. I AM BEING TREAT WRONG ROBBED AN LIED TO

  Business response

  05/13/2024

  Dear *** *********
  I am writing in reference to the complaint about Consumers National Bank that you submitted through the Better Business Bureau on May 2, 2024. I sincerely apologize for the inconvenience you experienced with your transaction dispute.
  Upon receipt of the complaint, the Bank immediately reviewed and investigated the complaint to determine where the error occurred.
  On April 29, 2024, you contacted Consumers National Bank’s East Canton office to dispute the ****** charge to your Consumers National Bank debit card, and at that time the Bank’s branch staff incorrectly advised you that you could not dispute the transaction.
  As part of the Bank’s investigation to resolve the misinformation you received regarding the dispute, the Bank’s Operations Manager contacted you to gather the information needed to begin the dispute process and as a result, discovered that you spoke with the Bank’s Alliance office Branch Manager and was sent a dispute form to complete. The Alliance Branch Manager also recommended that you contact **** **** in an attempt to recover as the disputed transaction was processed via **** ****. The Operations Manager advised you to complete the form that was sent to you by the Alliance Branch Manager and that upon completion of the form, the Bank could provide provisional credit to your account for the amount of the disputed transaction. The Bank did not receive a completed dispute form from you.
  On May 3, 2024, you received credit of $30.33 from the merchant.
  Again, I apologize for the inconvenience you experienced and appreciate the opportunity to serve your financial needs.
  Sincerely,
  ********* ** **********, CAMS, CRCM, CCBIA, CBAO
  VP, Chief Risk & Compliance Officer
  Consumers National Bank

• Initial Complaint

  03/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In August of 2021 my wife and I decided that we would purchase a buyout of her current lease. She signed loan documents and we waited 3 months for a memorandum title to get plates and registration…which never came… in February 2022 we were notified that the original lease holder hadn’t released the title yet because of an odometer statement… we filled one out (5months after the bank should have purchased the vehicle) a week or so later we purchased another lease using the vehicle in question as trade in… about a week after that we were notified that this new vehicle dealership could not obtain the title for the vehicle purchased thru consumers national. After receiving the original title from the original lease holder consumers national sent us a $15 check to have their Leon put on (which clerk of courts refused to take) and in order for the title to be transferred into my name I’d have to pay almost $1,200 in taxes $1,200 that my wife was under the impression was part of the loan. Like every auto loan we’ve ever been a part of. Recently I was hung up on and repeatedly told that “some lease buy offs include taxes for the new owners title” which I am still searching for a company who does this. This loan was not explained properly and would never have been signed if the tax fees were not in the loan. Is this incompetence by a loan officer or did someone take advantage of my family with malicious intent to save consumers national bank a few dollars?

  Business response

  03/09/2023

  I am writing in reference to the complaint about Consumers National Bank that you submitted through the Better Business Bureau. I sincerely apologize for the inconvenience you experienced with your vehicle titling. The loan was originated by ****** **** as the individual borrower on August 5, 2022, as a lease buy out direct loan through our Jackson-Belden Office.

  At the time of the loan request, we were provided with a screenshot from **** ****** lease app, which stated a flat dollar amount due to buyout the vehicle. This was the amount used to originate the loan, plus our $15.00 title fee and $235.00 loan origination fee that was disclosed on the Disbursement Request and Authorization form that would have been signed by ****** **** at the loan closing. In the process of finalizing the loan file, it was discovered that the loan was part of lease buyout and the bank had not received the title packet.

  When the bank contacted ** *********, the leaseholder, regarding the status of the title, the bank was instructed by ** ********* to verify with the customer to determine if the customer had received the title packet. When the bank contacted **** ****, she advised that she had not received the packet, which resulted in the bank working with ** ********* to obtain the lease buyout packet.

  The lease buyout packet was received and sent to the customer for title transfer on February 17, 2023, with Brooke confirming receipt of the packet on February 22, 2023. On February 27, 2023, **** **** contacted the bank to inquire about the approximately $1,200.00 due in taxes to transfer the title. At this time, **** **** gave permission for the bank to speak with her husband. The bank explained to *** **** that the lease buyout total provided to the bank by **** **** at application was a screen capture from her phone/app and did not itemize the amount being paid to ** ********** It was further explained that this is the figure that was used to structure the loan, financing the payoff amount plus the $15 Lien Placement fee and the bank’s $235.00 Loan Origination Fee and that these figures were itemized on the Disbursement Request and Authorization form that was signed by **** **** at loan closing.

  The bank explained to *** **** that taxes were not included in the amount that the bank submitted to ** *********. It was further explained to *** **** that in any lease buyout, taxes are due at the time of title transfer and that each leasing company is different, noting that some leasing companies will include taxes in the lease buyout total and some do not. The bank explained to *** **** that further research would be conducted regarding the tax amount to determine if it was included in the amount paid to ** ********* and would follow up with him via phone. After verifying with ** *********, the bank contacted *** **** on February 28, 2023 and confirmed that the taxes were not included in the amount paid to ** *********. 

  At this time, *** **** insisted that it was the bank’s responsibility to ensure the amount included taxes due. The bank stated that **** **** applied for a loan with us, provided the quote of the lease buyout which is what the loan structure was based on, and the loan was originated for the amount she requested as itemized and disclosed on the Disbursement Request and Authorization that was signed by **** **** at loan closing. *** **** continued to question how the bank could have a loan with no collateral. It was explained that **** **** **gned a Promissory Note which makes her legally obligated to pay the loan, regardless of collateral. It should be noted that during the process of perfecting the lien and securing the collateral is when the bank discovered that this was a lease buyout and that we had not yet received the lease buyout packet from ** *********. The complaint was received from the Better Business Bureau on March 3, 2023.

  As of the date the complaint was received, the bank had received a call from **** ****** *********e requesting the title for the vehicle secured on this loan and stated they had a check payable to Consumers National Bank pending title resolution. The bank informed **** ****** ********** that the title was in the customer’s possession. Later that same day, a check was received from **** ****** ********** to payoff the loan. The loan was paid off on March 3, 2023, with an overpayment check issued to ****** ** ****.

  Again, I apologize for the inconvenience you experienced and appreciate the opportunity to serve your financial needs

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