Complaints

• Initial Complaint

  09/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received notification by mail of dispute denial. On 09/13 I received a notification about $10 transactions. I immediately denied and card was closed by fraud department. I then viewed my account and saw the pending $10 transactions. This is not my primary banking account as I bank with another bank and it is minimally used. Also I realized I did not have my bank card. I don’t understand WHY woodforest would make me financially responsible when I did not initiate the transactions with **** ***. Further it further known **** *** is known for fraudulent activity. I do have a **** *** and these transactions were not initiated from my **** ***. I changed this the last time I had to pay over draft fees when I forgot this account was still connected to **** ***. If you look at the transactions versus my history on the account the transactions are not indicative of my banking behavior. I did not authorize those transaction nor did I have knowledge of them. I would like my account credited for charges and overdraft fees. Tracy ******** ************

  Business response

  10/02/2024

  I have reviewed your complaint filed with the Better Business Bureau (“BBB”) regarding an issue with your account ending in **** (the “Account”) with Woodforest National Bank (“Woodforest”). On behalf of Woodforest I extend my apology for any inconvenience and frustration you may have experienced attempting to resolve this issue. In your complaint, you state that on September 13, 2024, you received notification of transactions for $10 that you denied, and that your card was closed by the fraud department, and that you later saw the disputed activity pending in your Account. You would like your Account credited for the charges and overdraft fees.

  Upon receipt of your complaint, I reviewed the activity for the Account with the information provided. Our records indicate that you filed one (1) debit card dispute claim for twelve (12) transactions with the merchant **** *** in the total amount of $157.92. During the filing of the dispute, you stated your cards were in your possession and that you were the only authorized user of each card. No additional information was provided. After review of your claim, we identified prior undisputed transaction activity with the same merchant, **** ***. The prior undisputed transactions with this merchant indicate an account and/or agreement was established with your card, and your claim was therefore subsequently denied on September 17, 2024. A letter was mailed to the address on file for your Account. As of the date of this letter, Woodforest has received your redispute request and has initiated a secondary review of your claim. In an effort to obtain as much information as possible and attempt to recover the disputed funds, on September 18, 2024, chargebacks were submitted to the merchant on your behalf. The merchant has 45 days (i.e., until November 18, 2024) to respond to our request. We will notify you by mail of the outcome of your claim.

  We are open to any additional information you would like to provide. If you have any questions, please do not hesitate to our Customer Experience Center at (832) 375-2000. 

  Thank you,

  Woodforest National Bank

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I believe this bank has been placing overdraft fees when I have deposits coming the same night. I asked them to review all of my overdraft fees back from when I opened my account with them in 2013. I was told two different times of when the overdraft fee occur. One sup told me 12am and another said 5 am. I was told the only way they could investigate my claim is if I paid $25. I know they owe me money and I would like for an investigation to be done.

  Business response

  09/20/2024

  We have reviewed your complaint filed with the Better Business Bureau (“BBB”). In your complaint, you state you believe Woodforest National Bank (“Woodforest”) has been placing overdraft item (“OD”) fees on your account ending in **** (the “Account”) when you have deposits coming in the same night, you requested a review of all of the OD fees on your Account since 2013, you have been given differing answers of when OD fees are assessed, and were advised we will only investigate your claims if you pay $25.00.

  Thank you for bringing this to our attention. Woodforest’s Standard Overdraft Practices (“SOP”) apply to consumer accounts such as yours. Under the SOP, checks (to include over-the-counter withdrawals), automated payments, and recurring debit card transactions will be paid at Woodforest’s sole discretion. This means we may pay these types of transactions when funds are not available in an account to cover the item. We do not authorize and pay overdrafts for ATM and everyday debit card transactions unless a customer asks us to by opting in for these transactions. One OD fee of $32.00 is charged to your Account for each overdraft transaction item that is paid. No more than three OD fees will be charged per day regardless of the number of items presented. If an item overdraws your Account $1.00 or less, we will not charge you an OD fee. We have enclosed a copy of the Woodforest Consumer Overdraft Services disclosure for your review. This disclose was also provided to you at Account opening.

  Records show your Account is enrolled in SOP as of the date of this letter. As a courtesy to you, Woodforest has refunded a total of $224.00 in OD fees year to date to your Account as of the date of this letter. A refund provided on 7/8/2024 to your Account was due to your completion of Woodforest’s Banking GPS, a financial literacy course you completed which addresses OD fees. Additionally, records show you have spoken with the Woodforest Customer Experience Center (“CXC”) on at least six occasions in the past twelve months about SOP and OD fees. We apologize if you feel you have been given different information related to when OD fees are posted to accounts. From the Terms and Conditions governing your Account, in the “How To Calculate The Availability of Deposits” section:

  For determining the availability of your deposits, you must consider “Banking Days” and “Business Days.” A “Banking Day” at Woodforest is every day, except Christmas Day. If you make a deposit before 8:00 P.M. on a Banking Day, we will consider that day to be the day of your deposit. However, if you make a deposit after 8:00 P.M. or on a day we are not open, we will consider that the deposit was made on the next Banking Day we are open. A “Business Day” is every day except Saturdays, Sundays, and federal holidays. We use Business Days to calculate the number of days that a deposit may be delayed beyond our general availability described above.

  To summarize, any deposit made after 8:00 P.M. Central Standard Time (“CST”) will not be considered as a deposit on that Banking Day and will not prevent OD fees that post on that same Banking Day. To prevent OD fees, please ensure all deposits are posted to your Account before 8:00 P.M. CST. Woodforest is unable to print any statements on your Account from more than seven years ago. A research request for statements starts at $25.00 which is why you were advised of that fee. Statements can also be viewed, printed, and downloaded for free in your Woodforest Mobile App or in your Online Banking profile. Please note, however, statements available through your Mobile App and Online Banking only go back two years. If you need additional statements, please visit your local branch, or contact us at the number below and we will be happy to help. Finally, we respectfully decline your request for additional refunds and disagree with your assertion that we are placing OD fees on your Account the same day deposits post. As your Account is opted into SOP, the OD fees have been assessed properly. We hope this will resolve this matter to your satisfaction. If you have any questions, please contact us at 888-224-0132.

  Thank you,

  Woodforest National Bank

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On or about April 2023, a series of frauduent charges were transacted against my woodforest national bank account. Woodforest put $58 back into my account ....... from 2 ($29) transactions ......then, they declined 2 or 3 other fraud instances t Iotaling over $1,000. That left one last transaction of $1,277.75...... which has been disputed and re-disputed since the beginning. I was instructed by one of their customer care reps to write a letter ....... to Re-dispute this transaction........ which I did way back in June or July. Every time I call and inquire as to the status of their "Investigation" ..... I am told that CASE # ******** ...... for the aforementioned $1,277.75 ....... is still under investigation. I keep telling the Woodforest Representative that this money is part of my monthly Social Security Benefit ...... and they keep telling me that Case # ******** .... is still under investigation ...... for about 4 months now ........ since they do not have a time limit as to when a re-dispute has to be resolved!!! I would like for Woodforest National Bank to be directed to REFUND the $1,277.75 back into my account!!!

  Customer response

  09/18/2023

  Better Business Bureau:
  
  This letter is to inform you that Woodforest National Bank has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/18/2023 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Wrong information about my. Ira

  Customer response

  08/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   Thanks so much for your help today. The complaint I made concerning Wood Forest National Bank has been resolved. The Wood Forest customer service explained the information I needed to me. I was confused about the information I had previously received. Once it was explained to me, I realized I made a mistake filing the complaint. I totally misunderstood. Please withdraw my complaint. I sincerely apologize to Wood Forest.
  
  

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12/23/2022- I had a direct deposit posted when I went to the local bank to obtain my funds I was informed my account was frozen. Representative told me to check back Saturday or Sunday. 12/23/2022- I contacted the toll free number to see what was going on. I was told the account should not have been open without my social security card and there has been letters mailed out with that information. But was informed the department I needed to speak with does not work on the weekend and I wouldn’t know anything until Monday. 12/24/2022- spoke with customer service again and was informed they also don’t have and address on file because they would have to mail a cashiers check for the money that’s in my account (I was told notices had been mailed out so I questioned that) 12/26/2022- spoke with Blake at the local office and was informed the account is still frozen and he would check with a department on 12/27/2022 because there’s a lot of miscommunication at this time. 12/27/2022- spoke with Blake and he informed me he had not been able to communicate with anyone and apologize for any confusion. Called the tollfree number and I’m still getting the running around when I asked to speak with a supervisor I was told I needed to go into the local branch. I have expressed that I have an electricity bill due in the 30th and need my funds.

  Business response

  01/04/2023

  Our response to the consumer’s complaint is attached.  Please let us know if you need additional information.
  
  Thank you,
  Woodforest National Bank

  Customer response

  01/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me thanks to Grant from the customer advocacy team. Unfortunately it took me to reach out to 3 companies to get a resolution as customer service kept telling me a cashiers check would have to be mailed but nothing was being done. 
  
  
  
   
  

*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. ↩