ComplaintsforFirst Sentinel Bank

• Initial Complaint

  01/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We used First Sentinel Bank in ********* ** for a loan. After asking SEVERAL times for a statement they have never sent us one. Also with the loan they are not reporting it correctly to credit reporting agencies which is causing other problems for us as well. I've made several attempts to contact them and no responses have been made. Anything you can do to help would be greatly appreciated!

  Business response

  01/24/2022

  Complaintant contacted loan officer by email on January 18, 2022 requesting a statement on account as well asking if the credit bureau could be updated with payment they made.  The loan officer was out of office that day due to illness, however answered his email on January 19, 2022.  The loan in question is a term loan which does not produce a monthly statement only a final billing notice which was mailed on January 7, 2022.  On January 20, 2022 the loan officer did send a loan payoff snapshot of the account as the account had matured as of January 18, 2022 to customers email address.  The bank does not report commercial loans to the credit bureau so there is no information on this loan being reported to any credit bureaus.

  Customer response

  01/25/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  They said that in the last statement that this would NOT be reported to the credit report and it has been.  Also what they have sent me is not an actual statement. Regards, ***** ***** 

  Business response

  01/26/2022

  Customer had two loans one paid out the other has a balance.  The paid out loan was marked inadvertantly to report to credit bureau and was changed to do not report in 8/2020.  We have requested the information be deleted today 1/26/2022.  It can take up to 72 hours to be completed from the credit bureau records.   Once the deletion is complete is will not appear on credit report from ********** or *******.  However the information reported was correct.The bank does not send out monthly statements on  term loans.  The loan is set to send a final bill which reflects the original amount of the loan plus interest due.  It appears from customer's request he is wanting a statement for the open loan in which there is not a statement available only the final billing notice.  There has not been any activity on the account since origination and the interest due was added once it matured, this is reflected in the final billing notice.  We can send a history of the closed account which would reflect all activity until it was closed.  As of today's date nothing has been requested on the paid out loan (which was a term loan also) only the opened loan. 

  Customer response

  07/13/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. WE have a loan with this bank and they have sent out to repo our car. The bank has NEVER sent us a statement and they have NOT contacted me about the issue. I offered to make smaller payments and they denied it saying they would only take $1000 or more to bring account current. Again seeing NO statements at all. There are two people on this loan and NEITHER of us have been contacted or anything sent. One of the managers has my phone & email address as well and NO communication at all. We would resolution on this so that it can get resolved without losing a car. Regards, ***** *****

  Business response

  07/18/2022

  Contact has been made with customer by the collections manager over the last two months. Agreement for payment has been made with the loan to pay off next week.  This is a term loan of 3 months which requires interest and principal be paid in full at maturity or renew or refinance the debt.  Monthly statements are not mailed on this type of loan only the maturyity notice which lists the amount due and the date.  This loan matured 1/18/2022 and has not been renewed or refinanced.  This loan is not reporting to the credit bureuas 

  Customer response

  09/02/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have paid down around half of the loan. I've been asking for receipts and nothing has been sent to me. I've been asking for statements and no statements have been sent to me. Finally on the last call when I was calling to talk to him about the money that I am waiting on ***** ******** said they will come and get the car and he doesn't care what else happens. Then told me that they will take it and then it gives me an extra 10 days then but I'll have to pay extra fees. (and have to get the car back but he doesn't care) Refusing to wait. He also got very hostile on the phone call and ended up hanging up me. I am self employed and I have been working hard to get this paid off and have communicated with them when I am expected to get money. Being self employed I can only tell them what clients have told me. I don't understand how they do business like they do when they do not send out statements, leave phone calls unreturned, leave emails unreturned, and have not sent our receipts for payments that have been paid as proof. I've offered them payments of $1000 at a time and they refuse those and said they will only take $2000 at a time. (I've never heard of a business denying money). i can provide emails that have not been responded to if needed. Regards, ***** *****

  Business response

  09/06/2022

  You have been communicating with the collection manager and you had promised to pay on certain dates.  Payments have not been paid as agreed.

  Customer response

  09/07/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ***** *****  there have been payments of $1000 that I’ve been trying to make and he will not except them. I’ve sent emails communicating when things are going to be late as I’m trying my hardest and he has not responded to my emails. 

  Business response

  09/07/2022

  A history  statement along with a payoff summary will be mailed to address on file 9/7/2022

  Customer response

  11/14/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. They are refusing to send us paper work showing what our pay off is and how many payments have been made on the loan. They have our addresses, phone numbers, & email addresses and they have NOT made any communication with us at all. I would really appreciate any and all help that you could please give to help us get this resolved. My address is attached to this message and all we are asking for is for it to be sent to us and I will have it Paid Off by the end of the year! We've also been told that they have not properly filed the paper work for the repo with the DMV & the state as well and are still trying to repo the car. Thanks in advance for the help! Regards, ***** *****

  Business response

  11/22/2022

  The bank has been in contact with customer and has mailed information as requested to the address supplied.  This loan has matured and does not send out any type of statement or notices other than the maturity notice.  Contact has been made with customer since maturity of the note, providing the balance needed to payoff loan.

  Customer response

  11/22/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ***** ***** The bank has not provided any of the information that they said. Matter of fact I would be willing to offer up phone records as well to prove they have never called me. We get records of our mail every day as well that we can provide as prooof that NOTHING has been mailed to us either. I spoke with an attorney and they said this bank is known for doing things like this cause they do not do paper work correctly. Evidently I’m not the first one to complain about problems like this, according to the attorney.  So again my address is attached to this and they have not sent to the address to the email or tried calling me over any of this. so I will not accept this at all from the bank ***** *****

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