ComplaintsforTAB Bank

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are apart of a small, family owned trucking company. Multiple family members have personal and business accounts with ***. In early spring of 2023, the card attached to my personal checking account was close to expire. Per usual, TAB mailed a replacement card to my address. Unfortunately, that card was lost in the shuffle of a recent move to our current home. Subsequently, I called and requested another card to be sent. TAB priority mailed a replacement card with my name on it (*************************) but the card was attached to my family members account. Unbeknownst to me, all my transactions using this card were being incorrectly processed through my family members account. TABs mobile app, with its constant glitches and duplicate transaction reporting, is fundamentally flawed and frankly unusable, contributing to the extent of the financial confusion with both parties. Once this mistake was noticed, all parties involved took immediate action to notify TAB. The first TAB bank member I made contact with after noticing TAB mistake was *****. ***** was indifferent and explicitly stated that I was a "apart of" my family members account so this was not TAB mistake or problem. Next, I spoke to *********************. ********************* said she was waiting to view the account set up documentation to determine if I was a co-owner on my family members account. After expressing my concern about the negligence in this situations on TABs part, she offered to do an in-home, 0% interest loan, to pay back all the misplaced funds. I would then be liable to pay the loan balance in full by the end of this fiscal year. ********************* then spoke to my family member who stated that he would like to close his account with ***. Prior to this, all parties involved, excluding TAB, agreed that the re-payment of mishandled funds should be handled privately. My family member explicitly expressed to ***** that he wanted to handle the repayment of funds without ***'s involvement. ***** then goes on to inform my family member that there is no way to access documentation that would outline my involvement in his account, contradicting what she stated previously in our conversation. ***** then, without authorization with either party involved, invoked the "right to offset" and pulled all the disputed funds from my account and transferred over them to my family members account. If I was truly a co-owner on my family members account like TAB claims, than this transfer shouldn't have been necessary because I would essentially own and have permission to use the funds as I see fit, another contradiction. Judging by ****** actions, that was clearly not the case. *** is stating that they are not at fault because I was listed as a co-owner on my family members account when the account was created in ****. This is not true and can be proven by documentation. ***** now claims that I was added as a co-owner to my family members account in 2013. TAB cannot provide any documentation to back up this claim. I and my family member adamantly refute this claim. Neither parties having recollection of this event ever occurring. Furthermore, with how TAB is reacting to this situation, both parties are concerned TAB may try to forge documentation to further their support their false claims. My family member has now been paid back in full for all transactions mistakenly made on his account his account.*** needs to be held accountable for their gross negligence, documentation withholding, unauthorized fund handling, and blatant, outright lying in this situation. I cannot imagine the consequences of this situation, for both parties involved, had it been anyone other than a close family member. The legal and financial ramifications would be life altering.

  Business response

  10/20/2023

  To Whom It May ********
  We appreciate and share the BBBs objective of reaching a resolution on disputes with any TAB Bank customer.  Because of our commitment to privacy regarding this customers account and transactions, we have contacted the customer in writing regarding the resolution of this complaint.  We have taken all actions to investigate this matter and have communicated pertinent information to the customer.  If upon receipt and review of the written response the customer still needs assistance,they should reach out directly utilizing the contact information provided in the response.  Thank you! 

  Transportation Alliance Bank, Inc.

  Customer response

  10/23/2023

   
  Complaint: 20691061
  
  I am rejecting this response because:
  I have not received any information or documentation.   Every week I have reached out(4 weeks and counting) to ******************* and ********************* with no results.  ********************* confirmed that they illegally added me to an account without proper paperwork.  This bank is irresponsible with my information, and has clearly violated various banking regulations.  I was added to an account without knowledge, then the bank used right to offset when there was no loan or outstanding debts to the bank. 
  Sincerely,
  
  *************************

  Business response

  10/26/2023

  To Whom It May ********
  We have since emailed a copy of our response to the customer and notified him of the provided email over the phone.  If upon receipt and review of the written response the customer still needs assistance, they should reach out directly.  Thank you! 
  Transportation Alliance Bank, ****

  Customer response

  10/30/2023

   
  Complaint: 20691061
  
  I am rejecting this response because: ******** is not interested in resolving any issues.  Simple and empty apologies will not fix this situation.  Open ended and empty statements for weeks on end.  All the statements leading up to this have been misleading, and highly inaccurate.  
  This bank or any business operating at this level of incompetence is extremely dangerous. 
  Sincerely,
  
  *************************

• Initial Complaint

  12/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I currently have and have had for some time a Mission Lane Visa credit card issued by Transportation Alliance Bank, Inc. I just logged into my dashboard and there are Fraudulent charges. I have tried to contact Mission Lane at the only telephone number provided ###-###-####, a number that currently does not work to reach anyone. I called TAB Bank at ###-###-#### and was told by Customer Service that they do not have access to the Mission Lane records and that I should call the 855 number which is not in working order. Also was advised to submit a message via "messages" when I am logged into my Mission Lane dashboard. I submitted a message there with a screen shot of charges which I did not make, and have not had a response. I want an immediate resolution to this issue, as it is effecting my credit score and I am certainly not paying for these charges. I would not be unhappy if the customer service was provided or the contact phone number worked. ****** ** *********  ###-###-####

  Business response

  12/13/2021

  ****** * *********
  *** ******** **** **
  Tobyhanna, PA, 18466
  
  Dear ******,
  
  We are writing in response to your recent BBB complaint regarding a billing dispute on your Mission Lane Visa® credit card issued by Transportation Alliance Bank. Specifically, you state that you have attempted to dispute fraudulent transactions on your account and have been unable to contact Mission Lane to file a claim. You express concern over your credit score and request the charges be disputed as soon as possible.
  
  We sincerely apologize for the frustration caused by being unable to reach us. On 12/07/2021 we sent you an email that explained a provider outage had affected our ability to receive inbound calls. This issue has since been resolved, so you are welcome to connect with us by phone if you have additional questions or concerns.
  
  On 12/08/2021 we sent an email confirming that you were able to connect with our Disputes and Fraud department and that the following provisional credits have been applied to your account as of 12/07/2021:
  
  GOOGLE SPOOFCARD 32.01
  FLORIDA POWER & LIGHT CO 247.25
  HAND AND STONE MASSAGE 239.90
  
  You will receive paperwork in the mail from our Disputes and Fraud department regarding your claim within 10-14 business days. It will provide you with details regarding the claim status as well as instructions on what may be needed to proceed with the investigation.
  
  Additionally, you may contact our customer service department at  ###-###-#### during our standard servicing hours (Monday - Friday, 9 a.m. - 8 p.m. ET). Otherwise, you may send an email to [email protected].
  
  Sincerely,
  Business Unit Compliance Office
  Mission Lane LLC, and;
  Transportation Alliance Bank, Inc.

*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. ↩