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Bank Mutual Corporation

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Bank Mutual Corporation Reviews (6)

Review: Bank Mutual says I owe them 150 dollars for checks I did not write. I filed for a fraud case and then never heard back from the gentleman at the branch. The ladies at the front desk/clerk area were very rude when I was trying to example my problem to them. I asked to speak with the manager of the bank and they told me he was on lunch. I am very frustrated with this issue because it is hurting my ability to build my credit. As a store manager myself, customer service is key to a great business. I no longer bank there and have told my friends and family the issue as well and they do not recommend banking there also.Desired Settlement: I would like the charges refunded to me or erased completely. I just want this issue to be solved so I can move forwarded finically.

Business

Response:

Please see the attachments. No refund is due to this former customer. Bank Mutual didn't do anything out of the ordinary business practice regarding this account. None of the withdrawals listed in the two attached statements are from checks written. They are all from point of sale (POS) debit card transactions or ATM transactions so the customer's complaint is actually incorrect. The customer created this problem by continuing to overdraft the account.

Consumer

Response:

Review: For the longest time (months), I was able to cash my GOVERNMENT PAYROLL check with a no-hold, which basically means that the money would be available for immediate use, rather than waiting 2 business days for the funds to be available. After I had made a simple timing mistake, a check (my car payment) had come through for $400.00, I did not have enough funds to cover this, so I called the corporate office and they were so nice to keep the check until the following day, when I would get paid and put the money in my checking account to cover the $400 check, along with the $35.00 fee, which I gladly paid as Bank Mutual did not send the check back like they could have but kept it until the following business when I could pay it. I was very appreciative of this and I expressed my gratitude. I have always liked banking with Bank Mutual, until this horrible act of discrimination... The following week, I go to cash my GOVERNMENT payroll check at Bank Mutual, the teller tells me that the corporate office is really cracking down on the no-holds, and that they needed to start enforcing that policy again. Basically when I cashed my check, it would not be available for immediate use until 2 business days later. Even though this is POLICY to hold checks, Bank Mutual lets their established clients slide. HELLO!?!??! They expect me just to be broke the whole weekend, and then even until the middle of the next week?!??! Like most people, I live paycheck to paycheck, I need to pay bills, I need to put gas in my car that's been on "E" since Wednesday! Anyways fast forward to around 6 months later, there is a new teller working at my local Bank Mutual branch, we get to talking when I'm depositing cash into my checking account, and she slips up and tells me something along the lines of -that as long as I'm cashing a PAYROLL check, there will be NO-HOLDS. Granted she is a new employee, but it's quite obvious that she was told to do this for OTHER CUSTOMERS. I was IRATE. I realized then that I was being discriminated against the WHOLE TIME just because of my bounced $400.00 check, THAT I DID PAY FOR THE NEXT DAY, ALONG WITH THE $35.00 FEE. I called Bank Mutual's corporate office and was told that I no longer qualify for the "special treatment" of the no-hold because of the history on my account; I was in the hole with Bank Mutual many years back of $900.00, BUT I paid this back. I think this treatment is unjust and unfair and total retaliation and discrimination against me. I made mistakes in the past, but I am a GOOD banker NOW, they are holding my mistakes against me from years ago when I have tried to make up for them, obviously.Desired Settlement: I would like to be able to cash my check with the no-holds. If they do not agree, then I will take my "horrible client" butt elsewhere!

Business

Response:

This letter is in response to customer complaint

#[redacted] from Ms. [redacted]. It is

unfortunate this check cashing situation has risen to a written complaint by

Ms. [redacted]. I believe the key component

of her complaint, based on her desired settlement, is cashing her checks with a

“no-hold”. It is important to summarize

what this means from the banks perspective.

As you know, check fraud has increased exponentially over

the last decade. Because of the

potential loss when cash is given immediately back on checks, most financial

institutions have instituted checks holds to ensure the check is not fraud and

payment is received by the bank. Nearly

all checks now have some type of hold placed on them. This can be as short as one day or as long as

nine days. Cash back policies are posted

in all of the offices at the teller line to ensure customers have seen the

policy. Additionally customers receive

this information when accounts are opened in the “Deposit Account Rules”. Updated “Deposit Account Rules” are mailed

out to all customers when changes are made.

I’ve included a copy of this brochure for your review. You will find the information on check holds

under section #40 “When Deposits are Available for Withdrawal”, page 25 and

26.

Bank Mutual offices have had some discretion in the past

to give cash back on certain types of checks, namely government. Ms. [redacted] check is not a US Government

check and as such any exception she may have received in the past would have

been halted. This would have been

explained to Ms. [redacted] at the time the change was made. It seems the change in these policies over

the time period Ms. [redacted] has banked with Bank Mutual has prompted her

concern.

I can assure you Ms. [redacted] has had numerous

conversations with the Bank Mutual office staff in the Hayward location

regarding the changes. The most recent

instance where a teller explained payroll checks were cashed was an error on

the new teller's part. The timing of

this is unfortunate; however, it was explained to Ms. [redacted] that this was an

error based on the tenure of the associate.

Additionally as the check Ms. [redacted] is receiving is written on a local

financial institution, the Bank Mutual office team has given her other options

to help avoid the holds on her funds.We do not believe it is in the best interest of our

customers or Bank Mutual to allow exceptions to some checks or accounts and not

to others. Check hold policies are best

applied equally to keep loss, and therefore banking costs, lower. We cannot put an exception in place for Ms. [redacted].If you have additional questions regarding this case,

please call me at [redacted] Sincerely [redacted]Regional Vice President

Bank Mutual

Consumer

Response:

Review: I have been with bank mutual for 20 years, never had a problem with them. I get a letter in the mail with a fee for a check I cashed, the person who wrote the check had their account closed, I lost that money and I had to pay a 15.00 fee. why am I getting the fee, I did not write the check, how am I to know the check is bad.Desired Settlement: refund my 15.00 back to my account.

Business

Response:

Revdex.com,We sent a letter to Michael Schaefer today informing him that we have refunded the $15.00 fee we charged him. Please let me know if you need anything else.Thank you.?

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I opened a business checking account and was referred to First Data Merchant Services for credit card processing. I was then overcharged by this company causing my account to be overdrawn. I have had not had any business at this time and was unaware for a short time about the account problem. The bank continued to attempt to run the error charge and overdraft fees have accumulated to over $450. I closed my account to reduce fees during a time in which I was speaking to the bank about this error. the bank then reopened my account and continued to charge fees for overdraft and continuous day overdraft fees. I have spent too much time and effort working on this problem which is taking away from working on my business and my family. I feel as if this bank is stealing from me.Desired Settlement: I would like Bank Mutual and First Data to refund my money for all of the overdrafts and completely close accounts and never charge me another fee.

Business

Response:

To Whom It May Concern,Our customer, [redacted] opened a business checking account

(#[redacted]) in March 2014. The Licensed Banker at our Middleton office, [redacted] helped him open the account and explained the requirements

of the account. She told him that he

needs to maintain a minimum balance in the account to avoid maintenance fees.

Review: We had been loyal customer at Bank Mutual in Oak Creek, WI since 1991, when we took out our home loan with them. Bank Mutual had a policy that in order to receive a loan, you had to apply for a Bank Mutual credit card, which we did. On March 18, 2016, we had saved enough money to pay off the loan in one final lump sum. We had called the main office, and were given the remaining balance amount. When we arrived at Bank Mutual in Oak Creek on March 16th, the gentleman supervising the tellers told us we most likely needed to pay an additional $30 fee for processing the deed paperwork. Since they were't sure if the lady at the main bank included this fee, and the teller was unable to reach her, they reluctantly agreed to accept the amount we were told we owed, with the understanding that we may need to bring in an additional $30 on Monday. On Monday, March 21st, the bank employee first sent my husband an email stating we did owe an additional $30. My husband had already contacted the lady at the main branch, and she told him she had included the $30 mortgage paperwork fee. When my husband stopped in at the Oak Creek Bank Mutual to discuss the issue in person, he was then told that they were mistaken and the $30 was not owed for the mortgage paperwork. Then she proceeded to tell [redacted] he owed Bank Mutual $30 for closing out our credit card. Number One: we had been paying Bank Mutual $50 per year in fees to maintain our credit card, which we recently paid. Number Two: There was a zero balance on the card we were closing out due to their high interest rate. I do not feel this was ethical, to charge annual maintenance fees and an additional $30 to close out a card with a zero balance ,and would appreciate it if you would investigate this and help us to get our money back.Desired Settlement: We would like, at the very least, our $30 returned.

Business

Response:

Good Morning,We received this complaint and we are looking into the situation and will respond to you soon. I was unable to get into your system to view the message until this morning. Thank you.

Consumer

Response:

I have been a long time loyal customer of Bank Mutual of nearly 20 years and as life happened it became more and more evident they did not have any regard for customer loyalty. I have transferred my accounts to another financial institution that has a much higher regard for their customers. I did not go to the bank to take out the remaining money in my account which was less than a dollar but rather than contact me or just make my account $0 they felt the need to charge a $12 service for doing nothing with my accounts as there was no activity. So I then proceeded to pay the amount to bring my account to $0 and they still felt the need to charge daily fees and have stopped the daily fees but are telling me I owe overdraft charges and I was not the one who overdrew they account they were.

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Description: Banks, Monetary Authorities-Central Bank (NAICS: 521110)

Address: 4949 W Brown Deer Rd, Brown Deer, Wisconsin, United States, 53223

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