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ComplaintsforFirst Lockhart National Bank
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Complaint Details
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Initial Complaint
03/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The bank offers over draft protection I added the over draft protection to my account I had enough money to cover any drafts the bank didnt bother to call me to inform me of the problem so they added their own money to my account I thought that money was from my savings account so I started using my credit card after the following Monday 2 days later I got charged $32.50 for insufficient funds I went in the next day to talk to the bank about the issue when I looked at my account I had already accrued 7 insufficient fees within a 7 day period I tried to get all those fees reimbursed but they told me that they can only reimburse me 1 I asked them why didnt you draft the money from my account ***** what the over draft protection I put on my account was for the teller guy said that how we do our over draft protection I said no sir ***** why you synced my saving account to my checking account just for that reason. Fishy but the guy helping me already had access to my account without even knowing my name or even asking me for identification so I asked him how did you know my account information he said oh bc I remembered your name I just want those fees reimbursed that bank should be investigated bc I heard the guy talking to another customer on the phone about the same issue I haveBusiness response
03/30/2022
Customer came in on 1/11/22 to open a checking and savings account. Attached are the customer's account documents that were signed at account opening that includes an ********* Services Consent Form. This form shows the customer elected for the bank to authorize and pay overdrafts on her ATM and everyday debit card transactions with our $800 Oops! program. This form explains what fees will be charged if the bank pays for these transactions. It also explains the bank offers additional OD protection plans such as linking your savings account to your checking account to protect and to learn more, ask us about these plans. If they customer had asked us about linking her savings account to protect her checking account then we would have an "Automatic Transfer Authorization of Savings Deposits to a Checking Account" form on file. 30 days after an account has been opened our ********* Mgr reviews accounts that are eligible for the $800 Oops! and her account qualified. A Welcome letter(attached) was mailed out on 2/11/22 to the address on file *********************************************************************** 78741. This letter ****** if they have any questions to contact us or to visit any of our locations. Since the customer opted-in for the bank to pay her debit card transactions it allowed for these transactions from 2/14-2/17 to be authorized and approved with her $800 Oops!. Since her overdrafts were not caused by a bank error but with the customer's debit card the bank agreed to refund 1 NSF on her account. This is a courtesy refund that the bank does for all customers. Customers are given online access to view their accounts so they can reconcile and view their available balances to ensure their accounts have enough funds to cover debit transactions and other debits.
As for the banker that is referenced in the complaint for knowing her name before she told him is the same banker that opened her accounts. Our goal is to know our customers & to greet our customers by their name so it isn't uncommon for us to know our customer's names without them telling us.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.