Security State Bank

[redacted] *** [redacted] *** [redacted] *** [redacted] [redacted] The letter contains responses to the complaint filed by customer Ms [redacted] on June 6, 2016, I have listed her complaints below followed with the bank's responseMs*'s complaint involved a garnishment the bank received against her on 06/03/in the amount of $According to her complaint she claims the bank took over $from her three bank accounts leaving her overdrawn by that amount, Several attempts were made to contact Ms [redacted] to explain the circumstances and the bank's protocol and procedures regarding account garnishments and specially her accountsUnfortunately, Ms [redacted] did not want to listen to any explanation or procedures the bank must follow regarding garnishments and did not return any phone calls to either the Branch Cashier or the Branch President regarding these mattersThe reasons for the calls was to explain to Ms [redacted] the bank's procedures for garnishments along with answering all questions and concerns she had about her account, unfortunately Ms [redacted] did not want to hear or discuss anything further about her accountsThe bank's procedures and process for garnishments is the following: When a garnishment is received by the bank per court order and there are not sufficient funds in the account(s) to satisfy the garnishment, the bank must places an account HOLD on all the defendant's accounts for the amount of the garnishmentThe bank does not have the discretion to choose which account of the defendants will be garnished; therefore the bank is required to treat all accounts the same under the court order which involves placing an account HOLD on the account(s) in the amount of the judgementThe account HOLD permits the bank to monitor the activity coming in and out of the account, however NO overdraft charges incur nor are any items, either checks or ACH returned or rejected The court documents state how long the garnishment must be garnishment and if any money is available at the due date the bank is given instructions to mail the funds to the courtIf the garnishment is satisfied during the period in which the bank is instructed to monitor all account(s) of the defendant, the bank is not permitted to release the accounts until a court ordered release of garnishment is received by the bankThe bank is prohibited from releasing accounts based on phone call(s) or non court documentationMs [redacted] indicated in her desired resolution that she wanted her money returned, however there was NO money taken from her account to pay towards her garnishment nor were any overdraft fees or items returnedI am not sure what money she is referring toOn 06/07/2016, the bank received a release of garnishment from the court and upon receipt the bank removed all account HOLDs pertaining to the garnishmentMs [redacted] referenced that she was shown overdrawn in the amount of $and she has paperwork to prove thisI reviewed the paperwork she referred which came from our internet banking websiteOur internet banking system aggregates all customer account balances together which includes assets or liabilities and gives an overall total amountThis information is what Ms*saw when logging into her internet banking, All of her accounts showed negative balances over $Included in this amount were the three accounts she is owneron that reflected the garnishment amount being held from each accountThe customer account information and account balances are not seen by anyone except the account owners who have authorization to view their accountsAccount information through internet banking is not made public and only authorized owners, Ms [redacted] can permitted to view her balancesIn conclusion, the bank followed proper policy and procedures regarding customer accounts that receive garnishments, levies, etcThe bank and the employees involved did make attempts to remedy the issues with Ms*; however no further communication with Mrs [redacted] has occurred.I hope this clarifies and answers any questions or concerns regarding this consumer complaint from Ms*Respectfully yours, Kara S [redacted] VP Compliance

Complaint: [redacted] I am re*ecting this response because: The bank not only tried to double charge for things that were pending, but also one of the bills in the judgement I had already paid, which I have the email stating it was paid and because the bank did not do its job I was charged twiceThis is a very small town and you would think that a lot of people would be scared of a bank that has such shady practices, its sad even the court thought what they did was wrong Regards, [redacted]

Complaint: [redacted]
I am re*ecting this response because: The bank not only tried to double charge for things that were pending, but also one of the bills in the judgement I had already paid, which I have the email stating it was paid and because the bank did not do its job I was charged twice. This is a very small town and you would think that a lot of people would be scared of a bank that has such shady practices, its sad even the court thought what they did was wrong.
Regards,
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letter contains responses to the complaint filed by customer Ms. * on June 6, 2016, I have listed her complaints below followed with the bank's response. Ms. *'s complaint involved a garnishment the bank received against her on 06/03/2016 in the amount of $3612.33. According to her complaint she claims the bank took over $9500.00 from her three bank accounts leaving her overdrawn by that amount, Several attempts were made to contact Ms. * to explain the circumstances and the bank's protocol and procedures regarding account garnishments and specially her accounts. Unfortunately, Ms. * did not want to listen to any explanation or procedures the bank must follow regarding garnishments and did not return any phone calls to either the Branch Cashier or the Branch President regarding these matters. The reasons for the calls was to explain to Ms. * the bank's procedures for garnishments along with answering all questions and concerns she had about her account, unfortunately Ms. * did not want to hear or discuss anything further about her accounts. The bank's procedures and process for garnishments is the following: When a garnishment is received by the bank per court order and there are not sufficient funds in the account(s) to satisfy the garnishment, the bank must places an account HOLD on all the defendant's accounts for the amount of the garnishment. The bank does not have the discretion to choose which account of the defendants will be garnished; therefore the bank is required to treat all accounts the same under the court order which involves placing an account HOLD on the account(s) in the amount of the judgement. The account HOLD permits the bank to monitor the activity coming in and out of the account, however NO overdraft charges incur nor are any items, either checks or ACH returned or rejected.  The court documents state how long the garnishment must be garnishment and if any money is available at the due date the bank is given instructions to mail the funds to the court. If the garnishment is satisfied during the period in which the bank is instructed to monitor all account(s) of the defendant, the bank is not permitted to release the accounts until a court ordered release of garnishment is received by the bank. The bank is prohibited from releasing accounts based on phone call(s) or non court documentation. Ms. * indicated in her desired resolution that she wanted her money returned, however there was NO money taken from her account to pay towards her garnishment nor were any overdraft fees or items returned. I am not sure what money she is referring to. On 06/07/2016, the bank received a release of garnishment from the court and upon receipt the bank removed all account HOLDs pertaining to the garnishment. Ms. * referenced that she was shown overdrawn in the amount of $9500.00 and she has paperwork to prove this. I reviewed the paperwork she referred which came from our internet banking website. Our internet banking system aggregates all customer account balances together which includes assets or liabilities and gives an overall total amount. This information is what Ms. *. saw when logging into her internet banking, All of her accounts showed negative balances over $9500.00. Included in this amount were the three accounts she is owner. on that reflected the garnishment amount being held from each account. The customer account information and account balances are not seen by anyone except the account owners who have authorization to view their accounts. Account information through internet banking is not made public and only authorized owners, Ms. * can permitted to view her balances. In conclusion, the bank followed proper policy and procedures regarding customer accounts that receive garnishments, levies, etc. The bank and the employees involved did make attempts to remedy the issues with Ms. *; however no further communication with Mrs. [redacted] has occurred.I hope this clarifies and answers any questions or concerns regarding this consumer complaint from Ms. *. Respectfully yours, Kara S[redacted] VP Compliance