ComplaintsforSouthState Bank, N. A.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The bank’s website offers a promotional deposit within two business days of the completion of the qualifying activities. The qualifying activities must be completed within 60 days. Now they are stating I have to wait 60 days for the bonus to be paid even though that’s not a requirement of the qualifying activities.

  Business response

  05/30/2024

  Dear Katelan P****,
  
  On May 24, 2024, SouthState Bank, N.A. (“the Bank”) received your complaint filed with the Better Business Bureau (BBB) regarding the Bank’s $200 bonus promotional offer for eligible new customers. You believe you met the promotion’s qualification requirements and should be paid the bonus. The Bank takes seriously its obligation to fully investigate complaints. Please accept this letter as our response.
  Research into your complaint revealed you opened a checking account online on May 5, 2024, and entered the $200 promotion code “Earn200”. Due to the account being opened on a Sunday, your 60-day promotion qualification period did not begin until the next business day, Monday, May 6, 2024, and will end on Saturday, July 6, 2024.
  The Promotional Bonus Payment section of the Promotional Offer Rules on the Bank’s website states: “If you meet all of the Eligibility and Qualifications above, we will post the $200 bonus to your account within 2 business days of the completion of the 60-calendar day qualifying period.”  We can confirm that you have met the qualification requirements and that your account will be credited the $200 bonus by Wednesday July 9, 2024.
  We trust this response provides clarity to your concerns. If you have any further questions, please reach out to the Bank at 1.800.277.2175.
  Sincerely,
  Justin Smatt
  Complaint Management

  Customer response

  06/18/2024

   I am rejecting this response because:  No where on their list of requirements does it say the account has to remain open for x number of days to be paid the bonus or that the bonus would be paid after a certain number of days. This is not right.
  
  Sincerely,
  Katelan P****

  Business response

  06/25/2024

  Dear Katelan P****,
  
  On June 18, 2024, SouthState Bank, N.A. (“the Bank”) received your communication filed with the Better Business Bureau (BBB) rejecting the Bank’s response to your May 24, 2024, complaint regarding the Bank’s $200 bonus promotional offer for eligible new customers. You allege that the requirement of your deposit account to remain open for 60- calendar days is not on the list of requirements on the Bank’s website. Please accept this letter as our response.
  As explained in the Bank’s May 30, 2024, response, the Promotional Bonus Payment section of the Promotional Offer Rules on the Bank’s website states: “If you meet all of the Eligibility and Qualifications above, we will post the $200 bonus to your account within 2 business days of the completion of the 60-calendar day qualifying period.”  Please refer to page 4 of the enclosed copy of the Bank’s webpage regarding the Earn $200 promotional offer.
  We can confirm that you have met the qualification requirements, that your account will be credited the $200 bonus by Wednesday July 9, 2024, and we consider your concerns addressed.
  Sincerely,
  Justin Smatt
  Complaint Management

  Customer response

  06/25/2024

   I am rejecting this response because: the requirement does not explicitly state the account has to be open for 60 days. The requirement says something has to occur within 60 days and I would be paid in two days after completion of the required. The requirement does not say after 60 days and then after two days one will be paid. It does not take 60 days to determine if I met the requirement if I meet it faster and I had no expectation or requirement to have the account open for 60 days to be paid. 
  

  I guess I’ll have to wait for the the payment on July 9, but this resolves my issue later than expected. It also does not solve the underlying issue that the website has false information and false terms. Other people should be made aware of this and the terms either updated for clarity or the requirement be held to what it says. 
  
  Sincerely,
  Katelan P****

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Re: Account ending 2241 On 01/11/2024, my wife, and I opened South State personal checking accounts under a @200.00 promotion. The requirements given me by Salena were highlighted in yellow which were " A $250.00 direct deposit within 90 day's OR a scheduled bill payment on the account, and 15 debit card transactions. MY wife received her bonus on March 12 (account ending 2304. I did not receive mine, as was told I did not do a direct deposit. It was any/or, as above. The bank had a serious data breach on or around 02/06, and for security purposes, as the unknown perpetrators had access to our full SSA numbers, names, account numbers, and emails, we chose to do the bank draft option. As mentioned she received hers, and I met the requirements, as well. All of the bank sites, such as BankRates.Com list the identical criteria to receive the bonus.+

  Customer response

  05/08/2024

  The issue has been resolved.

  Thank you.

• Initial Complaint

  04/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was working to purchase a mobile home in Lakeland Florida. I spoke to the Asst. Manager Val Arter and she about the rate and payment amount. She sent me paper work which I filled out and sent back with a check for processing. She went on vacation and another person Kelly Dolde contacted me about the paperwork and the check I sent. I told her it was to purchase a mobile home. She kept asking about my income and I told her I was currently working and retiring where i would be getting a social security check and small pension. Kelly said she would send to be processed and told me I would get a discount for pre-auth from my acct to get a lower rate on the loan of 7.2% They never sent me a disclosure of what the payment would be so I could review it and found the loan amount went up $200 and the rate was 7.45%. I asked her about this and she stated this was for the home insurance and I had already paid for the year and there was nothing she could do about this and it was required be put on the loan. This was not told to me by phone or email. I could not afford the added payment and stopped the loan and now I will be sued by the seller for breach of contract. If this was told to me up front and spelled out I would not have entered into a contract for the home. I have purchase other homes before and it was always spelled out on the costs for the houses I bought.

  Business response

  04/22/2024

  Dear Annette P*****,
  On April 14, 2024, SouthState Ban*, N.A. (“the Ban*”) received your complaint filed with the Better Business Bureau (BBB), regarding your dissatisfaction with the application process for a manufactured home loan (the “loan”). The Ban* ta*es seriously its obligation to fully investigate complaints. Please accept this letter as our response.
  On March 6, 2024, *elly Dolde, assisted you with your loan application. Review of email communication between you and Ms. Dolde revealed that on March 7, 2024, Ms. Dolde, incorrectly expressed that you would receive a .5% interest rate discount if you set up automatic payments for your loan.  As Ms. Dolde expressed in subsequent email exchanges, the interest rate discount is intended to be .25%.   
  We apologize for this miscommunication and any impact it had on your decision to withdraw your loan application.  On April 19, 2024, Branch Manager, Cory A******, emailed you offering to honor the .5% interest rate discount if you are interested in proceeding with your loan application.   
  Regarding your second concern, a condition of the loan will be to maintain adequate hazard insurance and an escrow account will be established to collect monthly escrow payments to enable the Ban* to pay your annual insurance premium when due.   
  If you would li*e to proceed with the application at the new interest rate or have any questions related to this response, please contact Mrs. A******, via phone at 863.255.2585 or email ca******@**************.com.
  
  Sincerely,
  Justin S****
  Complaint Management

  Customer response

  04/23/2024

  
  Complaint: 21573756
  
  I am rejecting this response because: 

  Good afternoon Regina,
  

  I received a email from Corey A****** from State bank in Lakeland and  it was stated the rate that was given to me was not correct, However Corey A****** did not address the issue where I was not told about the additional amount that was added to the loan regarding insurance. i was told to pay a full year of home insurance and it was never told to me that the loan would also have this additional payment added to my loan. This was not a mortgage and no PMI and therefore I should have the right to pay my insurance the following year on own and if I was going to stay with the current company of shop around to get a better price. The bank reached out and offered me 1/2 per cent rate of 7.2  which was not still not what was I was asking about. Now with that being said I had to back out of the loan and I lost money on this purchase of the home. I also may be getting sued by the sellers due to the neglect of the officer of the bank by not disclosing the additional amount that was added to the loan. Also I feel they should refund me the fee of $365 plus the fee for the home inspection $350 that I paid, I have forward  the email from the bank and  I was very disappointed in the way this bank has handled the loan,

  Thank you for your time in hearing  my issue.

  
  Sincerely,
  Annette P*****

• Initial Complaint

  01/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I will like to understand how my account was accessed and things were changed on a completely different day then when i call in.

  Business response

  01/17/2024

  
  ***************
  ***************
  **************

           January 17, 2024
  
  RE: BBB Complaint # ********
  
  Dear ****** ********,

  
  On January 8, 2024, SouthState Bank, N.A. (“the Bank”) received your complaint filed with the Better Business Bureau (BBB) regarding updates made to your account by the Bank. The Bank takes seriously its obligation to fully investigate complaints. Please accept this letter as our response.

  
  Research into your complaint revealed on September 30, 2023, you opened a checking account online and entered **** ****** ***** ********** ** ***** as your address of record with the Bank. On December 20, 2023, you contacted the Bank requesting a replacement debit card and you indicated your address on file did not include an apartment number. During this call you requested and authorized Bank representative, Essence G******, to submit an address change to include apartment number **** and order you a debit card. On December 27, 2023, your address change was processed as requested.   There is no evidence of any other changes made to your customer profile or account by the Bank since.   

  
  We trust this provides clarity to your concerns, however, if your address change is not what you were referring to in your complaint or if you have any additional questions, please contact the Bank at 800.277.2175.

  
  Sincerely,
  
  
  Justin S****
  Complaint Management

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a 72 year old women and had fraud on my debit card. The bank is not approving my claim and they are holding me liable. I did not make the transactions.

  Business response

  12/14/2023

   Re: BBB Complaint ID #********
  
  Dear Shirley *******,
  On December 6, 2023, SouthState Bank, N.A. (“the Bank”) received your complaint filed with the Better Business Bureau (BBB) regarding debit card transactions you believe were unauthorized and the outcome of your dispute of those transactions. The Bank takes seriously its obligation to fully investigate complaints. Please accept this letter as our response, although we also have communicated this to you by telephone.
  Our research confirmed that, on November 7, 2023, you disputed the authorization of several Amazon debit card transactions conducted between July 1, 2022, and October 16, 2023, totaling $931.78.  On November 13, 2023, your checking account ending in 3757 was provided a provisional credit of $931.78 while the disputed transactions were investigated.
  As outlined in the Bank’s Notice of Final Determination dated November 28, 2023, and conveyed during a telephone call with you on December 5, 2023, with branch manager, Terrance *******, due to your delay in reporting the disputed transactions, the Bank is unable to fully mitigate your loss and on December 7, 2023, $915.00 of the provisionally credited funds were debited from your checking account.   As disclosed in the Electronic Banking section of the Bank’s Personal Deposit Account Agreement and allowed by federal law, reporting of unauthorized transactions to the Bank must occur within sixty (60) days of the date of your periodic statement on which they appear was made available to you, to minimize your losses. 
  While the Bank is sympathetic to your situation, we are unable to grant your request to refund your lost funds.  If you have any questions, please reach out to Mr. ******* at ************ or our Dispute Department at 800.277.2175 and reference dispute ID ******.
  
  Sincerely,
  
  
  Justin *****
  Complaint Management
  
  
  

  Customer response

  12/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am a victim of elderly abuse ! Review this dispute again ! 
  
  Sincerely,
  
  Shirley *******

  Business response

  12/20/2023

  Hello- 

   Please see below for our response to Ms. *******'s 12.15.23 rebuttal that we will also mail. Thank you,

  Shirley *******
  *** ***** ****
  *********, ***** ******** *****
  
  
  December 20, 2023
  
  Re: BBB Complaint ID #********
  
  Dear Shirley *******,
  
  On December 15, 2023, SouthState Bank, N.A. (the “Bank”) was notified by the Better Business Bureau(“BBB”) that you did not accept the Bank’s response issued on December 15, 2023, to your complaint submitted on December 6, 2023.
  Your rebuttal indicated you are a victim of elder abuse but did not provide any additional information, therefore, Branch manager, Terrence *******, contacted you on December 19, 2023. During this conversation you stated that you do not feel you are victim of elder abuse by anyone at the Bank nor have you been taken advantage of by someone else. Rather, you again expressed frustration with the dispute process, the revocation of the provisional credit, and the outcome of your dispute.  We can assure you that your dispute was properly investigated, and the outcome was based on the length of time between the transaction dates and the filing of the dispute.
  If you have any additional questions, please contact our Dispute Department at 800.277.2175 and reference dispute ID ******., or Mr. ******* at 803.***.****. We trust this response provides clarity to your concerns.
  
  Sincerely,
  
  
  Justin *****
  Complaint Management

  Customer response

  12/21/2023

  
  Complaint: ********
  
  I am rejecting this response because Terrence is lying at this point! I told him I do feel like someone at this bank took my money. Next report is about him and the lies he has been relaying 
  
  Sincerely,
  
  Shirley *******

  Business response

  12/27/2023

  Hello- 

  Today I, Justin *****, spoke with Ms. ******* along with the Bank representative named in the third rebuttal, Terrence Hayward's, manager, Regional Area Manager Craig Boykin. At this time, the heart of the customer rebuttal is she has spent the provisional credit the Bank provided to her at the time of her fraud dispute. She asserts that even though every Amazon transaction in her dispute is fraud, that she only called in to file a fraud claim on two transactions, and that the Bank should have only given her fraud reimbursement for the two transactions. I confirmed that the Bank did refund the two transactions in questions; however, she spent the rest of the funds that were declined in the dispute due to Bank policy of notifying the Bank within 60 days of the transaction. Ms. ******* does not agree with the Bank's position and decision. She has confirmed that she is not claiming elder abuse and that she is only disputing the outcome of the Bank's decision to remove the provisional credit. After speaking to the customer, we are considering this matter resolved, with a witness, and confirming Mr. *******'s conversations with the customer outlined in our response are accurate. We would request the BBB to review all responses and facts to proceed with closing out this complaint. 

  Please advise if this is acceptable and/or there is anything else needed at this time. 

  Thank you,

  Justin *****

  Customer response

  12/27/2023

  
  Complaint: ********
  
  I am rejecting this response because this is elderly abuse and I am not stopping until I get my funds back. I will keep going until my claim is overturned. Get the CEO involved as well if need be. 
  
  Sincerely,
  
  Shirley *******

• Initial Complaint

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a contractor/handyman, and I was a victim of financial fraud. A scammer, posing as a customer, asked me to bid a job, which I did. He accepted the estimate that I gave him for the job he had explained to me in detail. He sent me a cashiers check to pay for the cost of my labor and the cost of materials. I deposited the check into my bank account and the teller made funds available that moment. I checked my account online to verify this. My "customer" then asked me to pay the door supplier for the seven doors needed to complete the job. Since the check was deposited, to my knowledge, I had funds in my account that I previously did not. I proceeded to send $2000 out of those funds that were made available to me to the "door supplier". The next day, my "customer" proceeds to tell me that he is going to have to cancel the job and will need me to refund the remainder of the check. At this point, I knew something was not right, so I went to the bank and spoke with a woman named Pam about the situation. She proceeded to tell me that it is most likely fraud, and that I would likely find out that the check was fraudulent. The check did indeed come back as fraudulent and now they are telling me that I am out of pocket for the $2000 that I sent. I would not have been able to even send the $2,000, had they not made the funds from the fraudulent check available for me to spend immediately. I am a carpenter, and I am not familiar with the process the checks go through. To my knowledge, a cashiers check should be verified funds. Even if it wasn't, why would they make funds directly available? I find this strange, because most other checks that I have deposited of similar amounts have been placed on hold for seven business days before the funds were made available. The one time they should have placed a hold on the funds, they chose not to. Now they tell me I am liable for the damages ($2,000). I have filed a police report regarding the scammer and the situation.

  Business response

  12/07/2023

  Dear **** ******,
  
  On December 1, **23, SouthState Bank, N.A. (“the Bank”) received your complaint filed with the Better Business Bureau (BBB) regarding a cashier’s check you deposited into your business checking account and subsequently was returned due to fraud. You are requesting the Bank refund your lost funds. The Bank takes seriously its obligation to fully investigate complaints. Please accept this letter as our response.
  Research into your complaint revealed on October 17, **23, you deposited a cashier’s check in the amount of $5,540.00 at the Hilton Head Palmetto Bay branch. Pursuant to the Bank’s funds Availability Policy and the Federal regulation governing how long banks are allowed to delay the availability of funds when certain types of deposits are made to checking accounts, the Bank was unable to restrict the use of the funds from the deposited cashier’s check. Additionally, as stated in your Business Deposit Account Agreement, you are responsible for returned items. Any item deposited to your account or that we cash for you, that is not paid for any reason when presented to the party obligated to pay it, will be charged back against your account, even if this causes your account to be overdrawn, without regard to whether the item was returned within any applicable deadlines.
  While the Bank is sympathetic to your situation, based on the facts outlined in this response we are unable to grant your request to refund your lost funds. We trust this response provides clarity to your concerns.
  
  Sincerely,
  Justin S****
  Complaint Management

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am frustrated with South State Bank right now. I made a bank-to-bank transfer and they have child proof security BS (to protect them, not me) and making it difficult for the transfer to go though. I am asking that you push through the $2000 transfer from SouthState to my Navy Federal account.

  Business response

  10/05/2023

  Dear Avi S*****,
  
  On September 28, 2023, SouthState Bank, N.A. (“the Bank”) received your complaint filed with the Better Business Bureau (“BBB”) regarding your inability to complete a bank-to-bank (“B2B”) transfer from your deposit account, and you are requesting the Bank process your transaction. The Bank takes seriously its obligation to fully investigate complaints. Please accept this letter as our response.

  Research into your complaint revealed you attempted to transfer $2,000.00 from your account to an account at Navy Federal Credit Union (“external account”) on September 28, 2023. On the same day, due to a recent change you made to your online Bank to Bank profile, a precautionary restricted hold was placed on the transfer by the Bank’s fraud detection team until the Bank could contact you and confirm the transfer was valid. 

  On September 28, 2023, a representative of the Bank was unsuccessful in reaching you by telephone to verify the transaction. On September 29, 2023, you responded to the Bank’s outreach attempt, and confirmed that you initiated the transfer and that you are a signer on the external account. The hold was removed on October 2, 2023, and the scheduled transfer was completed on October 3, 2023.

  We trust this response provides clarity to your concerns. If you have any further questions, please reach out to the Bank at 1.800.277.2175.
  
  Sincerely,
  
  Justin Smatt
  Complaint Management

• Initial Complaint

  08/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We opened an account with SouthState Bank for our HOA using Association Prime. Our agent (Sojay Property Management) created an agency resolution that went against our contractual agreement. The agent did not grant the board with access to the banking accounts as agreed. The HOA sent SouthState Bank a revocation to this resolution on 7/15/23 and attempted to work with Karen G***** to resolve but she never returned calls or sent the docusign in order to grant the board with access. We spoke with Cheryl today and she advised that SoJay is still set up on the account as an authorized agent against the boards wishes. We are requesting that this ****er be resolved this month or it will be escalated. Attached is the Agency Resolution revocation for review.

  Business response

  08/25/2023

  Layton Lakes Estates HOA
  c/o Akilah L******
  * ******* ****t
  ******* *****, NJ *****
  
  RE: BBB Complaint # ********
                                                                                                                                                                                                                                                                                                                            August 25, 2023
  Dear Akilah L******,
  On August 16, 2023, SouthState Bank, N.A. (the “Bank”) received your complaint filed with Better Business Bureau(“BBB”) regarding your Homeowners Association (“HOA”) agent, SoJay Property Management (“SoJay”) creating an agency resolution that went against the Board of Directors (“Board”) contractual agreement, and that SoJay did not grant the Board access to accounts with the Bank as agreed.  On July 15, 2023, the HOA sent the Bank a revocation to this resolution and have been in communication with a representative of the Bank, Karen G*****, in attempts to get this ****er resolved.  The Bank takes seriously its obligation to fully investigate complaints. Please accept this letter as our response. 
  
  Research into your complaint revealed that Ms. G***** has been in contact with the Board via phone and has sent email communications through the Footprints ticketing system. Ms. G***** advised the HOA they would have to set up a new online access profile to view the accounts, but this could not happen until the Board members were signers on the account.
  
  On August 18, 2023, you responded to Ms. G*****’s email stating you were planning on returning the signer’s information. As of the date of this response, the Bank has not received the signer’s information and Ms. G***** has sent follow up emails attempting to provide a resolution to your complaint, however the Bank has not received a response.
  
  Once the signer’s information is received, the HOA will then need to update the signature cards and execute the Online Banking Agreement and access forms to be granted online access. If you have questions or need further assistance, please contact Ms. G***** at ************.   
  
  Sincerely,
  Justin S****
  Complaint Management

  Customer response

  09/08/2023

  Complaint: ********
  
  I am rejecting this response because: We filed a complaint with the BBB regarding a similar ****er on 8/15/23 and it was advised that the bank made a good faith attempt to answer; see complaint ID ********. We acknowledged that the bank did respond and that ****er was closed, but there is a new issue is that if the board signs the electronic form to obtain the access to the account that the current property manager still exist on the account. The HOA Board did not want the existing property manager to have control of the funds. We need SouthState to address this new issue as we have reached out to the software vendor (CINC) to obtain our own independent account. The software vendor will not apply a discount or a lower rate to use CINC without the property manager being attached and advised that SouthState Bank can only authorize this request. We reached out to SouthState Bank on 9/6/23 and Sales advised that the discount to use the software can not be honored. If the HOA is only replacing the Property Management Company, we need to understand why SouthState will not authorize the discount so that we can move forward with using CINC. By restricting the usage of the software (the new issue) the board will be unable to transfer the lockbox over even after we sign the forms as listed in the prior complaint. Provide the discount to use CINC and explain what occurs once the board signs off on the electronic signature form as it relates to property management removal as listed in the agency resolution.
  
  Sincerely,
  Akilah L******

  Business response

  09/20/2023

  The Estates at Laytons Lake Homeowners Association, Inc.
  c/o Akilah L******
  * ******* ****t
  ******* *****, NJ *****
  
  RE: BBB Complaint # ********
                                                                                                                                                                                                                                                                                                                                                 September 20, 2023
  Dear Akilah L******,
  On September 8, 2023, SouthState Bank, N.A. (the “Bank”) was notified by the Better Business Bureau (“BBB”) that you did not accept the Bank’s response issued on August 25, 2023, to your complaint submitted on August 15, 2023.

  
  Your rebuttal indicates your concerns are regarding the Bank’s requirement that the members of the Board of Directors of The Estates at Laytons Lake Homeowners Association, Inc. (“the HOA”), execute new account signature cards, however, SoJay Property Management (“SoJay”), the current agent for the HOA through September 30, 2023, will retain access to the account, which is against the Board’s interest.  Additionally, you are dissatisfied that CINC, a third-party vendor providing services for property management purposes, will not establish a relationship with the HOA at an acceptable price.

  
  You are requesting the Bank provide you an explanation regarding SoJay’s access to the HOA’s account once the Board executes the signature cards and CINC’s unwillingness to provide services at an acceptable price.
  As stated in the original response on August 25, 2023, Ms. Karen G***** informed you Sojay will be removed as a signer from the account once the executed signature cards are received.  The Board members will then need to execute the Online Banking Agreement and access forms to be granted online access. 

  
  Subsequently, on September 19, 2023, Ms. G***** informed you that once you request revocation of the agency resolution, the homeowner’s payments will not be processed, and you will be unable to utilize the lockbox service. You informed Ms. G***** that you did not want to lose the CINC lockbox service and want to the service continued at the same cost offered with SoJay as the property management agent.  Regarding CINC’s pricing, the Bank is unable to provide insight as to the pricing offered to the HOA as a self-managed property association.

  
  It is my understand that you intend on contacting Ms. G***** after your scheduled meeting with Sojay on September 22, 2023.  If you have questions or need further assistance before then, please contact Ms. G***** at ************.   
  
  Sincerely,
  
  Justin S****
  Complaint Management

  Customer response

  09/21/2023

  
  Complaint: ********
  
  I am rejecting this response because there are some inaccuracies captured by Justin S****'s response.

  1. We explained to Mrs. G***** that the orginal signature cards that were sent to set up authorization on the accounts listed Mr. Daniels on Miss L******'s docusign. 

  2. The docusign signature request also gives the agency (Sojay Property Management) rights back which will terminate the revocation to the Agency Resolution that was set up by SoJay to refute the terms and conditions of the existing contract. How are you attempting to grant access to SoJay once we send in the signature cards if there is a revocation in place?

  3. Both CINC and TresRE advised that SouthState Bank controls the discount honored and those vendors cannot support any changes to rates given if not approved by the bank. The manner at which Justin S**** indicated in the response is that the Association was looking to obtain a discount just entirely because of the discounted rate given to SoJay and that is not entirely true. TresRE software is free to use, but if we wanted to couple that with accounting piece, it still had to be authorized by SouthState. The rate that was given to use CINC (full version) was $1500 a month. We are already existing customers under the current agent (SoJay Property Management) and to use our own accounting that ports over the existing portfolio should not be $1500. How are you attempting to charge $1500 for the same portfolio? None of this was ever explained. Terry at SouthState Bank also advised that the bank has the ability to grant discount but he had to escalate to confirm. We are requesting that you revisit honoring a discount based on this premise.

  4. The board is truly concerned of agency vetting that use CINC and this ****er is currently being investigated. The agent (SoJay) set up one account and when we received the signature cards, we saw the additional account set up by the agent. The board has no knowledge of funds going in and out of those accounts and this is putting the Association at a major financial risk. How is the bank not giving statements to the Association as we are still the client regardless of who signed the master agreement (which was revoked)? The board has a fiduciary responsibility and we are unable to fulfill these obligations if awareness to the funds are not properly identified. Do you grant rights to any organization even if it is possible that the license may be expired? The client (Association) should advise the bank who and what has that access to our funds? Allowing these restrictions to the client may be against state laws. 

  5. The board sent a certified letter to SoJay on 8/22/23 to advise that we are not letting the company (SoJay) out of the current contract until all issues identified in that letter is resolved. We are not sure where you are getting that the current contract with SoJay will expire on 9/30/23. We have a meeting with Sojay on 9/25/23 to discuss these ****ers so the lockbox should stay open until we (the client) advises it should close. 

  We are requesting to keep this BBB complaint open until we advise this ****er with the bank is resolved. We plan to speak with Mrs. G***** on Monday and hopefully there is a better response than what was given.

  Sincerely,
  Akilah L******

  Customer response

  09/21/2023

  Complaint: ********
  
  I am rejecting this response because there are some inaccuracies captured by Justin S****'s response.

  1. We explained to Mrs. G***** that the orginal signature cards that were sent to set up authorization on the accounts listed Mr. Daniels on Miss L******'s docusign. 

  2. The docusign signature request also gives the agency (Sojay Property Management) rights back which will terminate the revocation to the Agency Resolution that was set up by SoJay to refute the terms and conditions of the existing contract. How are you attempting to grant access to SoJay once we send in the signature cards if there is a revocation in place?

  3. Both CINC and TresRE advised that SouthState Bank controls the discount honored and those vendors cannot support any changes to rates given if not approved by the bank. The manner at which Justin S**** indicated in the response is that the Association was looking to obtain a discount just entirely because of the discounted rate given to SoJay and that is not entirely true. TresRE software is free to use, but if we wanted to couple that with accounting piece, it still had to be authorized by SouthState. The rate that was given to use CINC (full version) was $1500 a month. We are already existing customers under the current agent (SoJay Property Management) and to use our own accounting that ports over the existing portfolio should not be $1500. How are you attempting to charge $1500 for the same portfolio? None of this was ever explained. Terry at SouthState Bank also advised that the bank has the ability to grant discount but he had to escalate to confirm. We are requesting that you revisit honoring a discount based on this premise.

  4. The board is truly concerned of agency vetting that use CINC and this ****er is currently being investigated. The agent (SoJay) set up one account and when we received the signature cards, we saw the additional account set up by the agent. The board has no knowledge of funds going in and out of those accounts and this is putting the Association at a major financial risk. How is the bank not giving statements to the Association as we are still the client regardless of who signed the master agreement (which was revoked)? The board has a fiduciary responsibility and we are unable to fulfill these obligations if awareness to the funds are not properly identified. Do you grant rights to any organization even if it is possible that the license may be expired? The client (Association) should advise the bank who and what has that access to our funds? Allowing these restrictions to the client may be against state laws. 

  5. The board sent a certified letter to SoJay on 8/22/23 to advise that we are not letting the company (SoJay) out of the current contract until all issues identified in that letter is resolved. We are not sure where you are getting that the current contract with SoJay will expire on 9/30/23. We have a meeting with Sojay on 9/25/23 to discuss these ****ers so the lockbox should stay open until we (the client) advises it should close. 

  We are requesting to keep this BBB complaint open until we advise this ****er with the bank is resolved. We plan to speak with Mrs. G***** on Monday and hopefully there is a better response than what was given.

  Sincerely,
  Akilah L******

  Business response

  09/21/2023

  Please advise we are not going to respond to the second rebuttal received (09.21.23) until after the customer meets with Bank representative, Ms. Karen G*****, on Monday 09.25.23. The customer can request to have the BBB remain open; however, the Bank has provided a response to all customer concerns, including new allegations via the second rebuttal. The customer is wanting to have all concerns re-reviewed reviewed on Monday 09.25.23 with Bank representative Ms. G*****. 

  Customer response

  09/25/2023

  Complaint: ********
  
  I am rejecting this response because the board attempted to meet with SoJay on Friday and the agent failed to appear. The board also held a meeting with Karen G***** on 9/25/23 and there is still ambiguity about the lockbox process. The board questioned that if the Board President signs the signature card what will happen to the master agreement since there is still an Agency Revocation in place none of that was clear. Additionally, the bank advised that only the discounts apply based on volume of CINC although there was reference by the bank staff that a discount could be honored for special instances. Mrs. G***** demanded the names of those the board spoke with at CINC although she advised that she circumnavigated the board by speaking with the president at CINC to advise against the discount. The board is hoping for a seamless transiition so residents can continue with using CINC and SouthState, but it appears that the bank is not in a position to help resolve. The board is planning to follow-up with CINC to confirm the discount process as there is a recorded call whereby CINC specifically mentioned that to use the software it cost $1500 but could be less if the bank agrees on the discount. The board is still unclear on the relationship between the bank, SoJay and CINC. The bank is also based in Florida but NJ regulations should still be considered. The board believes that the cost should not be as high if we are account holders already and it would just be a ****er of transferring data from one portfolio to another and the bank to move the account to a new lockbox which is still unclear. Why is there such a dramastic difference of what was offered by the bank discount to use CINC for SoJay  ($723) vereses the board  ($1500) if the Association are the clients. The board plans to contact other interested parties for advice to understand bank compliance and regulations for instances like this in order to be better informed.

  The board advises that they also plan to meet with Sojay at 2pm on 9/25 and will follow-up with Mrs. G***** by 9/29 with a feasible plan. We would like to keep this BBB complaint open until those conversations are held. 

  Sincerely,
  Akilah L******

  Customer response

  09/25/2023

  Complaint: ********
  
  I am rejecting this response because the board attempted to meet with SoJay on Friday and the agent failed to appear. The board also held a meeting with Karen G***** on 9/25/23 and there is still ambiguity about the lockbox process. The board questioned that if the Board President signs the signature card what will happen to the master agreement since there is still an Agency Revocation in place none of that was clear. Additionally, the bank advised that only the discounts apply based on volume of CINC although there was reference by the bank staff that a discount could be honored for special instances. Mrs. G***** demanded the names of those the board spoke with at CINC although she advised that she circumnavigated the board by speaking with the president at CINC to advise against the discount. The board is hoping for a seamless transiition so residents can continue with using CINC and SouthState, but it appears that the bank is not in a position to help resolve. The board is planning to follow-up with CINC to confirm the discount process as there is a recorded call whereby CINC specifically mentioned that to use the software it cost $1500 but could be less if the bank agrees on the discount. The board is still unclear on the relationship between the bank, SoJay and CINC. The bank is also based in Florida but NJ regulations should still be considered. The board believes that the cost should not be as high if we are account holders already and it would just be a ****er of transferring data from one portfolio to another and the bank to move the account to a new lockbox which is still unclear. Why is there such a dramastic difference of what was offered by the bank discount to use CINC for SoJay  ($723) vereses the board  ($1500) if the Association are the clients. The board plans to contact other interested parties for advice to understand bank compliance and regulations for instances like this in order to be better informed.

  The board advises that they also plan to meet with Sojay at 2pm on 9/25 and will follow-up with Mrs. G***** by 9/29 with a feasible plan. We would like to keep this BBB complaint open until those conversations are held. 

  Sincerely,
  Akilah L******

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Southstate Bank opened a bank account of someone impersonating me. The criminals used a synthetic ID shown in the attachment. These criminals then withdrew a large sum of money from my account at Key Bank in Kennewick into the fraudulently opened account at Southstate via ACH transfer. The transactions were: $200,000.00 (5/31/2022) $232,500.00 (5/31/2022) Key Bank disputed these transactions and completed an investigation deeming these transactions as 100% fraud. Southstate refused to return the funds even with proof of the fraud. I expected nothing less than the entirety of money stolen from my account ($432,500.00) returned back to me as this transaction that was facilitated by Southstate bank was unauthorized and in violation of the bank secrecy act (KYC).

  Business response

  05/12/2023

  ***** *******
  **** ***** **
  Richland, WA 99352
  RE: BBB Complaint ID #********
  May 12, 2023
  Dear *****,
  On May 10, 2023, SouthState Bank, N.A. (the “Bank”) received your complaint filed with the Better Business Bureau stating the Bank opened an account for someone impersonating you. The Bank takes seriously its obligation to fully investigate complaints. Please accept this letter as our response.
  Our investigation confirmed the Bank has no accounts open in your name and has never had any account opened in your name, though we understand your broader concerns pertain to an open fraud investigation and dispute. While we cannot communicate a resolution at this time, the Bank continues to investigate the matter.
  Sincerely,
  Brandon B*******
  Brandon B******* Complaint Management

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received 2 $50.00 gift cards that clearly have expiration dates on the front of the card and when I called to activate them the bank withdrew fees for $50.00 on one of the cards and $15.00 on the other one even though the cards had not been activated. I saved these cards for a rainy day fund and needed to buy groceries.

  Business response

  02/21/2023

  Melissa ******
  **** ********** ***
  ******* ** *****
  RE: BBB Complaint ID ********
  February 21, 2023
  Dear Ms. ******,
  On February 17, 2023, SouthState Bank, N.A. (the “Bank”) received your complaint filed with the Better
  Business Bureau regarding dissatisfaction with the inactivity fees assessed to your gift cards. The Bank
  takes seriously its obligation to fully investigate complaints. Please accept this letter as our response.
  In addition to your initial complaint, when we contacted you on February 17th to further understand
  your concerns, you also expressed confusion about the following question included in the Frequently
  Asked Questions (FAQs) insert that came with the cards: “Does my gift card have an expiration date? Yes,
  the expiration date is 7 years from date of manufacture of card. The funds on this card will be available
  until spent or until the date of expiration on the front of the card. Which is at least 5 years from the date
  the value was loaded."
  While the above statements are accurate and neither card expired, our records show that card xxx2538
  and xxx0189, funded in December 2020 and November 2021 respectively, were rightly assessed monthly
  inactivity fees as outlined in the Fees and Charges on Your Card section of the disclosures provide at
  time of purchase. Please note, the date the card is activated has no bearing on the assessment of
  inactivity fees which is calculated based on the date of value load. Additionally, printed on the back of
  each card it states, “An inactivity fee of $5.00 will be assessed the first of each month after 12 full months
  of inactivity.”
  As a follow up, we attempted to contact you on February 21st but were unable to reach you and left a
  voicemail confirming fees were assessed according to the card agreement and that, as a courtesy, the
  inactivity fees were reversed. At this time, both cards are activated with a current balance of $50 each.
  We appreciate the opportunity to assist with your complaint and trust that our actions fully resolve your
  complaint.
  
  Sincerely,
  Amie ***********
  Complaint Management

  Customer response

  02/25/2023

  
  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,
  
  Melissa ******

*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. ↩