Bank of Bartlett

Inaccurately promised that we would not be charged any unnecessary fees and that all information to our account could be accessed easily online.We joined Bank of Bartlett in late July 2014. We were moving into a new house and needed a small loan to get us going. My fiance heard an ad on the radio for Bank of Bartlett so we decided to give them a chance. Our first experience with [redacted] was excellent. He promised us the moon and back and made the process seamless (so we thought.) Upon leaving, we received 2 phone calls that the correct paper work had not been filled out so both me and my fiance had to drive out to the branch and make these corrections. Then, I decided to order checks. I did this by calling the customer service line which I was assured was excellent. I waited about 3 weeks and then decided to pop into the branch to see if maybe they were delivered there. Turns out, however, the checks were never ordered. These problems alone would not permit a complaint to the Revdex.com until we realized in the first month, we acquired over $50 in fees. We couldnt figure out what was causing this until we realized that the online system took FOREVER to update making it appear that we had more money in the account than we actually did. This went on for months and even after we started to tediously calculate our expenses, we continued to acquire the fees. We called the branch once again and were told that we "should have read the paperwork more thoroughly" to prevent this from happening. That is a fair point however when the customer service person keeps telling you that everything will be fine you dont find it necessary to keep referring back to the paperwork. The cusomter service has been terrible. We are continuously told what we want to hear until the next problem arises and no help has been given. Desired SettlementI want nothing more than for other people to not have to go through this. At this point, we already have loan money to pay back so we are stuck. If you are looking for a quick and easy loan, just remember it's not always as easy as it seems.Business Response Email was sent to Ms. [redacted] on 12/15/2014 with an additional explanation of transfer fees associated with her Reserve Line of Credit. A copy of this email is attached. These fees were also disclosed in her loan documents received at time of closing. We refunded $50.00 of the fees on 12/31/2014 as a show of good faith to her relationship with Bank of Bartlett, not due to a bank error. Her available credit does include her reserve line of credit whether it is viewed on line or requested at the branch. The customer is provided a monthly checking account statement in addition to a monthly line of credit statement. Customer is responsible for maintaining accurate balance records of any/all bank accounts with Bank of Bartlett.

A debit authorized for 12/15 was pushed in FRONT of one which had been pending to cause TWO overdrafts, rather than one. NEITHER should have occurredI have banked with this institution for over ten years, and my pay has ALWAYS been available the business day before the 15th (or the 1st). This month on Friday the 12th I checked my account balance at lunchtime, and the account had a balance of $41.77 with a pending debit of $20.00 (as well as my pending paycheck deposit of $921.49) Sometime that evening, an ACH debit which was authorized to be withdrawn on the 15th was processed ahead of both the $20 debit AND my paycheck, causing TWO "overdrafts" for which the bank charged me $70! We called the bank and were directed to contact Mr [redacted], which we did. It was a waste of time, he had ZERO interest in setting the matter right! I am LIVID that they would SCAM a loyal customer of so many years for a meager $70! This is an OUTRAGE, and should NOT be allowed to go unchallenged! As much as I prefer NOT to change banks, that seems to be my best option at this point, because the one thing I REQUIRE from my bank, is that I can TRUST them. Bank of Bartlett has broken that trust, and I want my $70 back! Desired SettlementI want the $70 I was WRONGLY charged, returned immediately!Business Response Contact Name and Title: [redacted], Retail OpContact Phone: XXX-XXX-XXXXContact Email: [redacted]@bankofbartlett.comMr. [redacted] is incorrect that his Direct deposits ALWAYS is available the day before his paydays. The direct deposits to his account throughout 2014 DID post to his account the business day before IF the 15th fell on a weekend. This was the case for most of 2014 with the exception of December. The 15th of December fell on a Monday, so Mr. [redacted] would NOT have those funds available on Friday, Dec.12th, 2014. As for him verifying his balance at lunchtime on Dec. 12th does NOT mean that is the closing balance for that business day. Our business day closes at 5:00pm Mon-Fri. The item in question for $70.00 was an auto debit from another merchant. Bank of Bartlett does not have any control over when merchants process their daily items. We only post what we receive through our ACH (automated) files. The branch manager,[redacted], had discovered the original complaint came via phone call from Mr. [redacted]'s roommate. Mr. [redacted] called Mr. [redacted] to notify him that due to privacy regulations we could NOT speak to his roommate concerning his account but could ONLY speak to Mr. [redacted]. Mr. [redacted] stated to Mr. [redacted] that he was busy and could not talk at the moment but would call Mr. [redacted] back to discuss. Mr. [redacted] never received a return phone call from Mr. [redacted]. The bank, however, is refunding the $70.00 of overdraft fees to Mr. [redacted] based on relationship and not due to a bank error. It does not state in this complaint if Mr. [redacted] tried to contact any of the Supervisor's of Mr. [redacted]. That would have been the most viable avenue to take to discuss refunding any fees.