ComplaintsforBank Five Nine

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BBB,I just received a "Charge Off" Threat from Bank 5-9 for an unnecessary $1,500 "reversal of funds" that my wife (*****************************) did not authorize to ******** Movers (in *******). Our family moved in June to ***** and Bank 5-9 is trying to say we did so in August (when the charge occurred) and thus credited the fraud we reported and also alleges we moved in August, not June...In Junewe renteda Penske truck and drove ALL our belongings to ***** andin August noticed a fraudulent movers charge on our account and notified Bank 5-9 of the fraud who then creditedour account.Today I received US mail that threatens a "Charge Off" of our overdraft account! We did not authorizeAmerican Movers to do anything, we were credited the $1500 they fraudulentlytook but then BANK 5-9 gave them the moneyback and is threatening to forcibly and with FEE close our bank account, write the debt off, and besides steal our money, cause us a negative credit hit!BBB please help mitigate getting ourfraudulentlytaken money back and also mitigate this threatenedcredithit of a charge-off for money my wife did not authorize. Bank 5-9 is causinghavoc instead of helping customersget theirhard earned money back!American Movers is a scam that hasn't done anything for us, sent us any trucks, just taken our $1500 and now causing the forced closing of our bank account. This is terrible, please help mitigate.If needed I can provide pictures of our moving truck and expenses driving down from ** to ***** (i.e. Penske truck,gas, hotel)? I can even show all the pictures of our moving items in June and when we closed on the house IN *****? We have not been back to ********* or have anything in Wisconsinsince we left in June. Ironically, I think most of the move to ***** charges were in the Bank 5-9 account. Others were in a credit card account (****) that got bought out by **** so I will look but am unsure if I will be able to see everything but I should not have to be the detective here, as I knowwe did not authorizethe $1,500 movingexpense for a move we had already made?! I have provided all this informationto Bank 5-9 and they gave the refund and then confirmed my wife had not made the signature of authorizedit, so please have BANK 5-9 just give us our $1,500 back, close the account (without penalty or negative credit detriment) and send us a cashier's check for the remainingbalance.I do not understandwhy Bank 5-9 is forcibly closing our bank account and not helping get our money back?! My wife ******** did not ever sign or establish anything with American Movers and we originally got the money refunded but then forcibly and in a sneaky way, the money was taken back (e.g. I awoke one morningand looked at the bank accountand viewed the -$1,500 from Bank 5-9 but did not receive anycommunication aboutit from them; just BAM, our money was gone). This experience has been Terrible business culture and lack of customer care communication.Thank you for yourcontinued help,************ ********************* Ph.D.

  Business response

  11/06/2023

  Complaint #******** is a new spousal complaint about the same situation. Bank Five Nine agreed to reopen our investigation and sent a new letter on October 12, 2023 to Dr. and ***************** at their ******** address. Our Security Officer provided her phone number and email for correspondence. There has been no correspondence by phone or email in response to our letter reopening this investigation. We hope the Howards will reach out soon to provide valuable information for this investigation, without which we cannot move forward. We do not understand why they refuse to contact our Security ******** ************************ at ************ or **************************************** We want to resolve this dispute with the moving company and the Howards. 

  We issued provisional credit to their joint checking account, in the amount they are disputing, which is customary while we complete our investigation. The ******** have stopped corresponding with our bank and prefer to communicate through the BBB instead of Bank Five Nine. We are trying to resolve this for them and need cooperation to complete the investigation. 

  Please assist us in connecting with the ******** to complete our investigation. 

• Initial Complaint

  09/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  9/28/2023 Bank Holds I did not authorize or use my bank account for purchase of $1,500 ( Aug 07, 2023XX8840 CHK PURCH SIG ******** MOVERS *********** ** ******** 317799-1,500.00)I did not sign or e-sign anything relating this company.Now my account is negative and my Native ******** Oneida Tribal disbursement will be negated by this fraudulent charge. Return my unfairly and fraudulently taken money ($1,500).

  Business response

  10/04/2023

  Re: BBB Complaint# ********
  
  Dear *********************************,  
  
  Bank Five Nine provided you with an immediate $1,500 provisional credit to your account while we investigated your disputed transaction with American Movers. We conducted a thorough investigation on your behalf. American Movers shared sufficient documentation showing specific authorization of this transaction as well as their written contract dated August 4, 2023 with your signature notifying you of their non-refundable deposit notice after the 72 hour period. American Movers contract documentation also includes verbiage about your moving from address and your moving to address. You informed us of your change in address on August 11, ************************************************************ conclusion, we determined that this was an authorized transaction by you the accountholder. We followed ** in writing on September 28, 2023, notifying you by letter that we will be reversing the $1,500 provisional credit and you will need to deposit funds to resolve the negative balance on your account.  

  Customer response

  10/06/2023

  Better Business Bureau:
  
  I reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did not sign any contract with American Movers and have always affirmed that. According to your geo-tracking/I P Address you confirm that the signing was done in ********* while I was in *****. Case closed!

  Reverse my $1,500 that was stolen via fraud.
  

  On June 15, 2023. I moved from *********, ** and took everything with me in a Penske truck and seperately hired 2 Pods ( I legitimately paid a different mover [ABF Movers] in June, 2023 for the 2 PODS). I did not have anything left in ********* to move and did not contact American Movers in August of 2023. I do not know how my information was placed with American Movers but I feel as if Bank 59 is working for/with them instead of me, the client of Bank 59. I posit but do not have any proof that Amercan Movers somehow, from the 'transit world, acquired my information, and forged the fake electronic signature. Again I do not have proof but I know I did not sign anything.

  I was in ***** not Wissonsin as the Bank 59 branch manager **** said about the ** address signing. 
  

  
  Throughout this process I have contacted Bank 59 about this fraud and scam but Bank 5 9 WRONGFULLY states that the electronic signature is mine. IT IS NOT MY SIGNATURE, DONE BY ME, OR AUTHORIZED BY ME. This is fraud and not being reversed as it should be. I am frustrated that Bank 59 keeps saying that ******** movers get MY $1,500 because of an electronic signature done in ********* while I was in *****. The electronic ** address clearly proves that I DID NOT SIGN ANYTHING WITH ******** MOVERS! I WAS IN *****!
  I have been in ***** for my job since June 17th, 2023.
  
  From a deductive perspective, I would think BANK 59 would deduce this is a scam on ******** movers as 1.) a fake electronic signature (not a real signature which is very capable with technology), 2.) taken at a time I was in ***** and not ********* affirmed by the ** address, 3.) for a move 2 months after I moved leaving from a city I did not ever reside (I lived at W67N756 *******************************************) and the alleged moving contract was from somewhere else I didn't even know of,  4.) for a company who did not do anything or provide anything which is obviously a scam?
  
  Refund my $1,500 fraudulently and unfairly taken.
  I looked at my account and my car insurance is now overdraft and my Oneida Indian Tribal funding is missing.
  Frustrated,
  
  
  *****************************

  Business response

  10/11/2023

  We appreciate how frustrating this situation has become and would like to reopen your dispute for a second review. Our Security ******** ************************ will reach out to verify existing facts and uncover additional information that *** change the outcome of your dispute. We appreciate your patience while we attempt to reconnect with you in *****. We are interested in resolving this to your satisfaction, however the current facts lead us to a different conclusion. It will be very important that you answer all our questions as we are working for you to try and resolve this payment dispute with the Mover.

  Customer response

  10/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I left ********* June 15, 2023 driving our Escalade and my husband driving a Penske rental truck. My house at W67 ************************************************ sold in April and closed in May. We left for ***** June 15th and arrived on the 17th in *****. We stayed at a B&B for a few days and then moved into our house June 22nd. ALL of our belongings were with us. We did not have anything left in **.
  
  The address was changed in August when I noticed our Bank account had been fraudulently used. Bank ************************************************************************************* August, I had Bank 59 change the card because of the American Movers fraud. That is why our address was changed at that time and not sooner. Moving kids, ************* your stuff access the country is not an easy effort. With work and setting school up for the kids were also extenuating corcumsnatcnes. For Bank 59 to imply I did not move to ***** officially until August is wrong And again states my belief that Bank 59 is working more for the non-customer than for me, the customer. 
  
  The Americna Movers (AM) e-signature is NOT MINE OR DONE BY ME so reverse the charge. For Bank 59 to ALLOW FRAUD IS FRAUD! The electronic signature is not mine, not done by me, and Verified by Bank 59 ******* manager **** who said it came from an IP address in ********* at the exact time I was in *****. End of case. Refund my money!
  
  For Bank 59 to extort on behalf of an alleged fraudster moving business that I have not ever heard of, seen on the road, and somehow got my bank information, then claims I owe them $1,500 (deposit for what, all my stuff was already in *****?).
  
  The most confusing part of this was the ******** movers (AM) cancellation part because when I originally called Bank 59 because I had viewed the unrecognized charge, Bank 59 had me reach out to the American Movers (AM).
  
  I talked to the American Movers (AM) secretary, told her I had not done the transaction and my bank information had been somehow used and I had not e-signed anything. She was very nice and said "no problem". The secretary also said "all was cancelled and it was before the alleged deadline"; However, I kept telling the AM secretary I had not signed anything. She didn't seem to care or maybe this was happening a lot at American Movers? The AM secretary did not seem concerned that my bank information had been somehow used.
  

  When I asked to speak with the AM manager the secretary said he was unavailable and although I didn't like it, I had to hang up and wait/trust. The AM secretary told me "I would get an email soon about the cancellation but it was for sure cancelled"...She was not congruous with what she said because that email did not ever arrive....
  
  When the ******** movers (AM) email did not arrive that the AM secretary had said I kept calling American Movers and finally got a hold of the AM owner who threatened me saying he has the e-signature and will not give the refund and I dare not call the bank as he will win (obviously this *** has his scam rehearsed because who threatens a person "NOT TO CALL THEIR BANK"). Furthermore, there is not even a physical address under the ******** Movers (AM) account to file a BBB complaint about (e.g. the business supposedly exists in ******* but also is supposedly based in *******, ***** but again no BBB physical address or BBB contact pops up for either). 
  
  The ******** Movers man sounded white, older in his 60's/70's and was very rude and threatening. That conversation was why I contacted Bank 59 who then credited the money but I was surprised to see "temporary status". I have not EVER heard of a bank doing that. Fraud is Fraud and now the Frauderster has my $1,500 for a fake e-signature that has been proven by Bank 59 NOT TO BE MY E-SIGNATURE!. Overall, these American Movers did not send any trucks, move anything, do anything besides set a trap of lies and fake signatures...HOW DO THEY STILL HAVE MY $1,500?!
  
  WHY WAS MY REAL SIGNATURE NOT USED OR PIN NEEDED? HELLO BANK 59 I AM NOT IN BANK SECURITY BUT THIS SHOULD BE USED BY YOU OR A VERIFICATION FROM THE CUSTOMER DEMANDED! Somehow in 2023 Bank 59 does not demand a REAL SIGNATURE OR PIN?!
  
  Bank 59 has verified I did not sign anything and that my information was wrongfully used by American Movers (AM) who when I contacted AM "told me my cancelation was timely and dutifully processed and then later threatens me not to contact my bank"
  
  Waiting for my money back to close this bank account at Bank 59.
  
  Nurse Practitioner-*************;Howard 
  

  Business response

  11/08/2023

  This complaint has now spiraled into a joint accountholder complaint logged separately for each spouse under BBB Complaint #******** and #********. Bank Five Nine agreed to reopen our investigation and sent a new letter on October 12, 2023 to Dr. and ***************** at their *********************** address. Our Security Officer provided her phone number and email for correspondence. There has been no correspondence by phone or email in response to our letter reopening this investigation. We hope the Howards will reach out soon to provide valuable information for this investigation, without which we cannot move forward. We do not understand why they refuse to contact our Security ******** ************************ at ************ or **************************************************. We want to resolve this dispute with the moving company and the Howards. 

  We issued provisional credit to their joint checking account, in the amount they are disputing, which is customary while we complete our investigation. The ******** have stopped corresponding with our bank and prefer to communicate through the BBB instead of Bank Five Nine. We are trying to resolve this for them and need cooperation to complete the investigation. ******** acknowledged our first letter indicating that we have reversed the provisional credit. We hope ******** responds to our second letter by answering the questions we need to conclude the reopened investigation. Please encourage the ******** to complete the paperwork dated October 12, 2023 as mailed by our Security Officer. We are only asking them to complete the investigation, so we *** determine the final outcome of the reopened investigation. All the facts have not yet been provided to us by the ********. They *** not feel it is necessary to provide answers to our questions, however we hope to determine that the ******** deserve Bank Five Nine reimbursement and will subsequently pursue legal action against other parties we have linked that *** be involved.

  Business response

  11/08/2023

  This complaint has now spiraled into a joint accountholder complaint logged separately for each spouse under BBB Complaint #******** and #********. Bank Five Nine agreed to reopen our investigation and sent a new letter on October 12, 2023 to Dr. and ***************** at their *********************** address. Our Security Officer provided her phone number and email for correspondence. There has been no correspondence by phone or email in response to our letter reopening this investigation. We hope the Howards will reach out soon to provide valuable information for this investigation, without which we cannot move forward. We do not understand why they refuse to contact our Security ******** ************************ at ************ or **************************************************. We want to resolve this dispute with the moving company and the Howards. 

  We issued provisional credit to their joint checking account, in the amount they are disputing, which is customary while we complete our investigation. The ******** have stopped corresponding with our bank and prefer to communicate through the BBB instead of Bank Five Nine. We are trying to resolve this for them and need cooperation to complete the investigation. ******** acknowledged our first letter indicating that we have reversed the provisional credit. We hope ******** responds to our second letter by answering the questions we need to conclude the reopened investigation. Please encourage the ******** to complete the paperwork dated October 12, 2023 as mailed by our Security Officer. We are only asking them to complete the investigation, so we *** determine the final outcome of the reopened investigation. All the facts have not yet been provided to us by the ********. They *** not feel it is necessary to provide answers to our questions, however we hope to determine that the ******** deserve Bank Five Nine reimbursement and will subsequently pursue legal action against other parties we have linked that *** be involved.

  Business response

  11/08/2023

  This complaint has now spiraled into a joint accountholder complaint logged separately for each spouse under BBB Complaint #******** and #********. Bank Five Nine agreed to reopen our investigation and sent a new letter on October 12, 2023 to Dr. and ***************** at their *********************** address. Our Security Officer provided her phone number and email for correspondence. There has been no correspondence by phone or email in response to our letter reopening this investigation. We hope the Howards will reach out soon to provide valuable information for this investigation, without which we cannot move forward. We do not understand why they refuse to contact our Security ******** ************************ at ************ or **************************************************. We want to resolve this dispute with the moving company and the Howards. 

  We issued provisional credit to their joint checking account, in the amount they are disputing, which is customary while we complete our investigation. The ******** have stopped corresponding with our bank and prefer to communicate through the BBB instead of Bank Five Nine. We are trying to resolve this for them and need cooperation to complete the investigation. ******** acknowledged our first letter indicating that we have reversed the provisional credit. We hope ******** responds to our second letter by answering the questions we need to conclude the reopened investigation. Please encourage the ******** to complete the paperwork dated October 12, 2023 as mailed by our Security Officer. We are only asking them to complete the investigation, so we *** determine the final outcome of the reopened investigation. All the facts have not yet been provided to us by the ********. They *** not feel it is necessary to provide answers to our questions, however we hope to determine that the ******** deserve Bank Five Nine reimbursement and will subsequently pursue legal action against other parties we have linked that *** be involved.

  Business response

  11/08/2023

  This complaint has now spiraled into a joint accountholder complaint logged separately for each spouse under BBB Complaint #******** and #********. Bank Five Nine agreed to reopen our investigation and sent a new letter on October 12, 2023 to Dr. and ***************** at their *********************** address. Our Security Officer provided her phone number and email for correspondence. There has been no correspondence by phone or email in response to our letter reopening this investigation. We hope the Howards will reach out soon to provide valuable information for this investigation, without which we cannot move forward. We do not understand why they refuse to contact our Security ******** ************************ at ************ or **************************************************. We want to resolve this dispute with the moving company and the Howards. 

  We issued provisional credit to their joint checking account, in the amount they are disputing, which is customary while we complete our investigation. The ******** have stopped corresponding with our bank and prefer to communicate through the BBB instead of Bank Five Nine. We are trying to resolve this for them and need cooperation to complete the investigation. ******** acknowledged our first letter indicating that we have reversed the provisional credit. We hope ******** responds to our second letter by answering the questions we need to conclude the reopened investigation. Please encourage the ******** to complete the paperwork dated October 12, 2023 as mailed by our Security Officer. We are only asking them to complete the investigation, so we *** determine the final outcome of the reopened investigation. All the facts have not yet been provided to us by the ********. They *** not feel it is necessary to provide answers to our questions, however we hope to determine that the ******** deserve Bank Five Nine reimbursement and will subsequently pursue legal action against other parties we have linked that *** be involved.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I talk to **** multiple times and they kept telling me the process went though, but when I Checked my bank It added then deducted out of my account. I tried opening a dispute, but my bank wouldn't let me

  Business response

  06/08/2022

  Re: BBB Complaint #********
  Per our customer, his **** transaction originated on Friday, May 6th. He shared with us that he contacted **** to cancel that transaction. We can see through his account transaction history that **** complied immediately. Both the withdrawal of $20.02 and the credit in the same amount posted on Monday, May 9th, the first business day following the origination.
  The attachment, account history, as included by the customer as part of his ******************** complaint is accurate and confirms that his funds were withdrawn and deposited back into his account on May 9th. Furthermore,our customers statement of account history does not show any other **** transactions occurred prior to May 4th.  
  With the refund being processed immediately by ****,there is nothing to dispute with **** or the bank as we previously explained to our customer. The account balance reflects the impact of the two **** posted transactions representing that he is transactionally and financially wholewith both **** and the bank.
  We feel compelled to make another attempt to reach out to this customer to ensure he has clarity and understanding regarding this **** transaction. There is only good news here. The customer called us multiple times and came into the branch with a woman to discuss the situation. We sincerely felt he was satisfied and understood the outcome was in his favor.   
  We are unclear as to why he would go to the extreme of filing a BBB complaint whereby our interaction with him, his bank account history, and the complaint attachment he provided all support that, in the end,his account balance was not negatively affected.
  Sincerely,
  
  *********************
  SVP, Director of Retail Banking
  Bank Five Nine

*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. ↩