Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/01/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a savings account back in July made 3 deposits for a total of 4270 dollars two weeks later my account is disabled. Since then I have called called almost every business day since asking about a decision unfortunately I haven't received any response from them yet. The customer service representatives I've talked to have all been wonderful. But the security team needs to pull their heads out of their *****. Not very happy with this company at all.

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 10, 2022/10/07) */ This customer was contacted on 9/14/2022. A decision was made to close the account and return deposited funds to the customer. The account is now closed, and funds were sent to the customer on 10/3/2022. Consumer Response /* (2000, 12, 2022/10/11) */ All business is concluded with them ***** ******

• Initial Complaint

  Date:08/30/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I transferred saving to a Bask Bank Saving account, becuase they had a good rate. Three weeks later I logged into schedule a transfer to an external account. I tried to log into my Bask Bank account the following day to get a message that my user account was disabled and to call the bank. I called the bank on 8/29 and they told me that the account was put on hold while they reviwed the scheduled transfer and that another department was responsible for reviweing it. They told me that put a note on the system to have someone from that department call/email me. They did not provide a case number or contact. I did not receive any email or phone call. On 8/30, I called bask bank again but they had no record that I called the previous day. I asked them to create a complaint in their system, they said they did but could NOT provide a case number or an ETA on when I could access my account or get hold of my Money. They are giving me the run around staying this is the only number to call and there is not one else to complain to.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 7, 2022/09/23) */ This issue has been resolved. The customer has been able to log in to the account since 09/01/2022. The full timeline of events is as follows: 8/26 - SAQ Submitted due to suspicious activity 8/29, 8/30, 8/31 - Customer Contacted support to discuss their online banking access being disabled. 9/1 - Fraud concerns cleared and account/online banking was re-enabled 9/2 - Customer Support spoke with the customer. After logging into online Banking, he wanted to know why his transfer that was previously scheduled was cancelled. Customer Support explained that when accounts are disabled for fraud review, transfers are cancelled to protect the account. 9/6 - Customer executed a transfer out of the account 9/13 - Customer executed another transfer out of the account 9/16 - Account and online banking continue to be open and active.

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a savings account with Bask Bank recently and made some deposits from an external checking account. I attempted to log in one day, and discovered that my account had suddenly been disabled with no reason or explanation provided. I have called customer service multiple times, and they have told me that they can neither tell me the reason for my account being disabled nor transfer me to someone who can. They also cannot provide a timeline for when this will be resolved. One agent said that they are a "middle man" without authority to make any account changes. My savings are indefinitely being held hostage by Bask Bank.

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 7, 2022/09/23) */ This issue has been resolved. The customer has been able to log into the account since 9/2/2022. The full timeline of events is as follows: 6/21 - Account opened 6/22 - Two (2) Incoming External Transfers i/a/o $5,000.00 originated from customer's Bask online banking posted to account 7/22 - Incoming External Transfer i/a/o $5,000.00 originated from customer's Bask online banking posted to account 8/2 - Incoming External Transfers i/a/o $20,000.00 originated from customer's Bask online banking posted to account 8/23 - Incoming External Transfers i/a/o $5,000.00 originated from customer's Bask online banking posted to account 8/23 - Online Banking disabled due to review of transaction from high risk bank 9/2 - Fraud concerns cleared, and account enabled 9/2 - Transferred funds i/a/o $10,012.30 internally to close out 2nd account Customer contacts: 8/23 (x2), 8/26, 8/30, 9/2 (2x) - Customer contacted support to discuss account being disabled Comments: Account and online banking continue to be open and active Consumer Response /* (2000, 9, 2022/09/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Using Bankrate.com to determine the best online savings rate at that time, Bask was offering one of the best rates (2.0) and had (seemingly) high reviews, so I moved a nominal few thousand into it during a workday lunch hour. (July 2022) After a few weeks the interest rate went up a bit (to 2.02) and I transfered the bulk of my savings. (August 2022) I received an emai the rate was increasing again and I, having had no issue at that point, began the draw for a last 2k out of the originating account. I was pulling this out of the pre-existing link from my checking. so this was an extra step in the process, temporally, i did not account for. I initiated both transfers the same hour but Bask went for the money and it wasnt yet cleared for withdrawal. IMMEDIATE lockdown of my account with NO notificaton. I attempted to log on to check on the pull of those 2K and was loced out of account, told to call customer support. Did. and tenaciously held on hold for nearly an hour. the customer service person was nice as was the script. We were all really understanding as he told me to wait about a week and that my account would be released but with no notification. um, ok. So it was a week yesterday and I got an email from bask with updated policy to read. I did and then tried to log into my account. I was still logged out a week later. Tht's when i started googling and found this was becoming more and more common so I have questions: 1. Please help me retreive my widow's mite from these people? 2. Pragmatically, why would an org structure this way? It feels like one of those carnivorous plants that lure you in (interest rate) then trap you here (ridiculous fees to move funds out i now read, but also these indefinite lockdowns obviously) slowly digesting on our frozen funds, you know? Thanks for listening

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 7, 2022/09/08) */ This complaint concerned the suspension of online banking access for the customer's account with Bask Bank. We have reviewed the details of the complaint and completed our research into this account. Our findings were as follows: * 8/15 - Account disabled for fraud review due to suspicious transaction activity. * 8/19, 8/26, 9/2 Customer called customer support inquiring about online banking access being disabled. 9/2- Fraud concerns cleared and access to account restored. Customer Support team lead called the customer and spoke with them to confirm. Consumer Response /* (2000, 9, 2022/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/26/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I CAN NOT MAKE DEPOSIT OR WITHDRAW MONEY FROM MY SAVING ACCOUNT. I CONTACTED CUSTOMER REPRESENTATIVE BY PHONE, BUT ONLINE BANKING NOT ENABLED.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 6, 2022/09/09) */ This issue has been resolved. The customer has been able to log in to her account since 8/30/2022. Multiple attempts to reach her were unsuccessful and she has not returned the fraud team's call. She last logged in successfully at 9/8/2022 @ 9:33 AM. The full timeline of events is as follows: 8/22 - Customer called in to support stating she was not able to log in. The customer support agent indicated her access was disabled for account review. She indicated she wasn't sure who transferred funds to her, indicating her dad does most of her transactions. 8/22 - Customer called in to support regarding her online banking access being disabled. The call agent notified the fraud team. 8/27 - The customer sent two emails to customer support about her disabled account. 8/30 - Customer was able to log in to online banking successfully. Consumer Response /* (2000, 8, 2022/09/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bask Bank has shown that they intentionally delay large withdrawals by claiming fraud review and freezing user accounts. They provide absolutely no time expectation for when the fraud department will address the issue, even after the user has provided all of the security information Bask Bank requested in order to verify that the withdrawal was legitimate and not fraudulent. The customer service teams also prevent customers from being able to speak directly to the fraud department to resolve the issue more quickly. They clearly have no issue accepting large deposits into their high-yield savings account, but they suddenly claim suspected fraud as soon as a large withdrawal is attempted. It is ridiculous that a bank can freeze users' funds and deny legitimate withdrawals, especially when customers chose a savings account to maintain liquidity for expected upcoming purchases. If I did not have other funds I could liquidate, I would not be able to make the necessary payments on a large upcoming capital improvement project on my home. They are either have malicious policies to act as a barrier to customers taking money off their books, or they are inadequately staffed to handle issues of fraud in a timely manner. Either way Bask Bank severely damages customers financial situation and ability to make the payments and purchases they need.

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/09/08) */ This is a duplicate of a complaint that was forwarded to us by the CFPB. The complaint concerned the suspension of online banking access for the customer's account with Bask Bank. We have reviewed the details of the complaint and completed our research into this account. Our findings were as follows: * 8/15 - Account disabled for fraud review due to suspicious transaction activity. * 8/16 - Fraud investigation case opened. * 8/16, 8/17, 8/25 - Customer called customer support inquiring about his online banking access being disabled. * 8/25 - Fraud concerns cleared. * 8/25 - Investigator request to remove hold and reinstate on-line banking. 8/25 - Customer Support team lead called the customer and spoke with them.

• Initial Complaint

  Date:08/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi I have about $1XX XXX into a savings account. I have a Chase linked account in the Bask Bank application and the put a limit of 10,000 per transfer and was told a $50,000 per month transfer. The site states I can transfer $150,000 per transaction and $250,000 per day. they also state that I can get my money at any time. Please see uploaded images. I was mislead when I opened the account. So I asked to liquidate the account and transfer the money to Chase because I need urgently the money. I am desperate. The hang up on me on the phone after I asked for a check and closing of my account. Please help

  Business Response

  Date: 11/02/2022

  Bushttps://dallas.ebindr.com/ebindr/images/icons16x/redact-multi.pnginess Response /* (1000, 5, 2022/09/08) */ 8/15-16 - Bask Bank external transfer limits were adjusted to $25,000 per transaction, $25,000 per day, $50,000 per month for new customers, and $150,000 per transaction, $250,000 per day, $300,000 per month for established customers. The Bask Bank website FAQs were updated to reflect the new limits. 8/19 - Customer called customer support wanting to transfer $100,000. Customer Support informed the customer that the Bask Bank transfer limits changed and explained the new limits. The customer support agent placed the caller on hold to discuss the situation with management. When the support agent returned, the call was disconnected. 8/19 - Customer called back in to customer support (see previous notes for 8/19). Customer Support informed the customer that the Bask Bank transfer limits changed and explained the new limits. Customer Support provided additional options for moving money out of his Bask account, including wire transfer 8/22 - Customer submitted a wire transfer request 8/22 - Customer called customer support to cancel the wire request as he was able to initiate the money movement externally Note: The customer has since moved all funds out of his Bask account.

• Initial Complaint

  Date:08/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a savings account online with Bask Bank over a month ago without a hitch. A couple weeks later they disabled my account. I can not log into it. I have been contacting Bask on a daily basis. I get different answers from the representatives. And no higher ups have contacted me. I am getting suspicious that my money is not safe. I am in NJ they are in TX. I want my money out of This bank.

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/09/08) */ Account activity prompted a fraud review which involves disabling the customer's account while an investigation is completed. The customer called in to customer support several times from 7/22-8/25 to inquire about the account being disabled. On 8/25, concerns with the account were resolved and account access was re-enabled. Customer Support attempted to contact the customer to let them know they can now access their account, but was unsuccessful. A voicemail was left notifying the customer that their access has been re-enabled and to contact Customer Support if they experienced any issues logging in. Online banking timestamps indicate the customer was able to successfully log in to the account on 8/25.

• Initial Complaint

  Date:06/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently opened an account with Bask Bank but have been locked out of my account so I cannot access any of my money. I have called the bank four times on 6/22 twice, 6/23, and 6/27. I waited on hold twice for an hour with no result, the other two times, I chose the option to get a call back but no one has called me back. I contacted their parent company, Texas Capitol Bank, on 6/23 and spoke with a customer rep, explaining my situation and was told someone would call me back to help me resolve the issue but no one called me back. They have all of my money and I have no way of accessing it. Please help me.

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 9, 2022/08/04) */ Bask Bank Customer Support contacted the customer by phone. The customer complained of being unable to login to the account. The customer was locked out of online banking because, when a user enters a password incorrectly 3 times, the account will lock up. Customer support worked with the customer to resolve the issue. This appears to be a duplicate of BBB CASE#: XXXXXXXX, which was closed by the BBB on 7/14.

• Initial Complaint

  Date:06/02/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been requesting that Bask Bank close my online savings account for four weeks. Two requests were via bank's internal email on 5/6 and 5/19. Two were phone calls to bank's customer service line (833-260-4320) on 5/17 & 5/25. CSR told me that the department that closes accounts is very busy. But I find this silence and lack of follow through highly unusual. My savings account is still open (with a 0 balance since the beginning of May).

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 11, 2022/08/04) */ Our institution received the complaint made by ******* ****. We have reviewed the details of the complaint and our internal records. Ms. **** initially contacted the bank via email on 5/6/2022 requesting closure of her account. Client Operations did not route the email request to the correct department for account closure. The miscommunication to the appropriate department created the delay in the closure. The account was closed per Ms. ****'s request on 5/26/2022. The client operations manager has provided additional direction to the customer support team to ensure proper communication. Ms. **** was also recently contacted by our customer operations manager via email as a follow up regarding this issue. We value our customers and take all inquiries and complaints seriously. Please contact me directly if any additional information is required. Consumer Response /* (3000, 13, 2022/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of two minutes ago, I can still log into my Bask Bank account. Being able to log into my account is not my definition of an account being "closed." I have closed several other online bank accounts and they have all blocked me from entering as part of the account closing process.