Banner Bank

in this day and age when we are forced to use the drive up why are there not two at least at the drive up window. I love banner bank when the lobby is open and its business is normal the best bank but with the lobby being closed and we are having to use the drive up with one station being a tube system there is only one teller we saw another one sittig doing nothing no reason why one cant step aside for a moment while another waits on another customer most people use the drive up rather than the tube system so either way why cant there be two tellers helping the two stations ? and let me see I saw three tellers sit and gabbing to each other inside too doing nothing

Thank you for your email and bringing this customers concern to our attention. Banner Bank takes all complaints seriously and has shared this complaint with leadership. The Branch has talked to the customer directly and explained the Bank's procedures regarding dormant accounts.

Banner Bank promptly contacted our client, and we have come to a mutually agreeable resolution to this matter.A copy of our 07-10-2015 letter to our client is attached.

Thank you for bringing this new information to Banner Bank's attention.  The situation was researched further and concluded that the dormant fees should be fully refunded.  Per Ms. [redacted] instructions the check will be mailed to the address she indicated. We now consider this situation to be resolved.

Thank you for bringing this client’s concern to our attention. We have reached out to her directly and she seemed satisfied with the resolution to her situation. Please let us know if any further information is needed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] find find that this resolution is satisfactory to me. 
Thank you very much.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. stop locking online bankingSincerely, [redacted]

Complaint # [redacted]  Revdex.com:    Thank you for bringing this customer’s concern to our attention. The situation was researched and management has contacted the client.   Thank you,   Roxanne C[redacted], Compliance Specialist

Please be advised that Banner Bank has responded to this complaint by means of the attached letter.
 
Dear Ms [redacted],
This letter is in response to your complaint to the Revdex.com about the non-paymentof invoice [redacted]. We have no record of ordering the 3 pack ink cartridgenoted...

in the complaint and in response to our request US Postage Meter Center Inc. hasbeen unable to provide us with any form of proof that it was in fact ordered by the Bank.We do, however, have a record that it was received by our local Branch office. We hadno intent of using unordered merchandise, but we cannot find a record of returning it toUS Postage Meter Center Inc.
Because we have no record of returning the unordered ink, Banner Bank has decided topay for it to resolve this complaint. A check in the amount of $482.59 was mailed on04/08/2016.
We would like to request that Banner Bank and all of its legacy businesses be removedfrom all USPMCI calling lists. Further, please be advised that any future shipments ofunordered merchandise that are received by Banner Bank will not be accepted and will bereturned to the sender unpaid.
Banner Bank takes all complaints very seriously. We believe that our payment satisfiesyour request, and we consider this matter resolved.
Sincerely,
Lucia A[redacted]
Purchasing Administrator
Banner Bank

Thank you for bringing this to Banner Bank's attention. The situation was researched and the overdraft fee has been refunded. The Branch Manager has been in communication with the client. We believe the issue to now be resolved.

Thank you for bringing this customer’s concern to our attention. The situation was researched and the promotional offer has been credited to the account. The Branch Manager is reaching out to the customer. We believe the issue to now be resolved. Please let us know if any further information...

is needed.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Here, I would like to thank Revdex.com as well as Branch Manager for resolving the problem. 
 Sincerely,

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

AmericanWest Bank replied to [redacted] identical letter to the FDIC on December 20, 2013. In the response, the sequence of events from the Bank's perspective was outlined, and also included an apology for the time her loan took and for sending an adverse action letter when she had in fact withdrawn her loan request.

Review: AmericanWest Bank bought the [redacted] branch of [redacted] Trust Bank. Before the actual transfer I physically went into the [redacted] branch and signed a statement that I chose NOT to have the trust accounts I am in charge of transferred to AmericanWest, but rather stay with [redacted] (which was bought by [redacted]) and intended to move the location of my banking branch to La Jolla. After the bank purchase and transfer of accounts, I contacted [redacted] and was told my trust accounts were not there. I contacted AmericanWest and physically went there to get the accounts moved. I was told a. it was too late and they could not do anything about it; b. the person who took my statement about not wanting to have my accounts transferred to AmericanWest through away my written statement. Here is the inappropriate and illegal behavior of the bank employee. Further, the name on the trust accounts was removed when transferred to AmericanWest and only my father’s name appears on the accounts, such that I can no longer manage the accounts or get information from the bank because neither my name nor the Trust name appears on the accounts. This is either a fraudulent act or so negligent as to be a breach of fiduciary duty or breach of contract, or more feasibly a crime since there may have been malicious intent by the individual who tossed my written request in the trash and intentionally miss-named the trust accounts. The address of this branch is [redacted] and is referred to as [redacted]Desired Settlement: Desired outcome: move the accounts to [redacted] as originally requested; correct the account name to correctly identify the trust; fire or prosecute the individual responsible for throwing away my written request and intentionally misnaming the accounts.

Business

Response:

Good Afternoon,

AmericanWest Bank has written to Ms. [redacted] to explain how the merger process happened and also requested she contact the branch directly for further assistance with her issue.

Regards,

AmericanWest Bank

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Yes they sent me a letter, however they did not explain why their personnel intentionally threw away my request to stay with [redacted] try's, nor did they explain why that person wasn't disciplined, cautioned or counseled for Breckinridge the law and bank policies, in addition, the bank was inept and in violation of law did not allow me access to accounts so my dad's bills were late and the bank destroyed virtually all information including the name on the account such that their on line help refused to help me. This bank has steadfastly claimed they did no wrong and refused to make any of this right.

Regards,

Business

Response:

Good Afternoon,

We understand Ms. [redacted]’s displeasure about her accounts being transferred to AmericanWest Bank (“Bank”) and her frustrations about lack of access to her father’s account. Since the Bank’s review of the matter identified standard account documentation maintained in the ordinary course of business for the accounts that were transferred (such as signature cards, a trust certification, etc.), and the branch staff did not recall receiving a request to not transfer the accounts prior to consummation of our purchase of the branches, there was no evidence of misconduct or a violation of the law in the handling of her accounts. Therefore, any discussion of disciplinary action was irrelevant, but even if it had been relevant, the Bank does not make public such personnel matters. We have explained in a letter to Ms. [redacted] that if she wishes to bank elsewhere, she may do so and may fund the new accounts from her AmericanWest Bank accounts. With respect to her father’s account, either he will need to direct the Bank or Ms. [redacted] will need to provide the Bank with appropriate legal documentation showing she is authorized to access the account or to act for her father. We believe these are reasonable solutions, even though they will require additional effort from Ms. [redacted].

Review: Banner bank has taken two payments from my account plus interest after my loan was paid off and closed. They refuse to return my calls or answer my questions. Two payments of $100 have been taken from my account. Personal banker Carmelita has promised answers and returned phone calls. Then doesn't call me back. Three Fridays in a rowI want and need my money.Desired Settlement: I want my money back, along with the interest they took after my line of credit was paid off and closed!!

Business

Response:

Banner Bank is pleased to report our response to the complaint of Ms. [redacted]:

We acknowledge that Ms. [redacted] contacted us on February 26, 2013 to pay off her line of credit. After the payoff, we received two $100 payments which were debits from her account on 02/28/13 and 03/29/13. These debits occured because Ms. [redacted] had set up an automatic bill payment from her online banking account, but she had inadvertently failed to discontinue these payments after she paid off her line of credit. At the time she first notified us of her concerns we had promised her a prompt refund of the overpayments, but we experienced an unexpected delay in doing so and for that we are truly sorry.

By April 15, 2013 we had credited Ms. [redacted]'s deposit account for the two overpayments as requested. We also credited her with an additional $25.00 to compensate her for her inconvenience. Our Teller Ms. Presho also personally apologized to Ms. [redacted] when she came in to our Branch Office for our service delay.

We now consider this important matter resolved with our valued client.

[redacted], EVP

Review: I have been using the ATM at the [redacted] AmericanWest Bank location to make deposits into my [redacted] accounts for the past several months. I am in the process of switching all my funds from [redacted] to [redacted]. I received an insurance claim check for a total loss of my honda fit, which was totalled 11/11/2014. Before the check cleared at WF, I paid off the car with 2 credit cards, $5000 on a [redacted] and $10,000 on the [redacted] Visa. Wells placed a 10-day hold on the $15K check, so that on Dec 1, the day it cleared, I transfered $5000 to the [redacted] account and wrote a [redacted] check to myself to deposit into [redacted] in the amount of $9,300. As I had been doing since opening an account at [redacted], I went to the AmericanWest ATM to deposit the $9,300 check on Dec 1 so I could pay off the $10,000 [redacted] Visa balance. When I deposited the check for $9,300, the receipt read "$93.00" but showed the image of the check for $9,300. I immediately went into the bank and spoke with a teller, who could not help me and said the ATMs are out of their hand. I called [redacted] for help the following 5 days in a row: Mon-Fri 12/1 to 12/5. By end of business 12/5, I still don't have my money and no one is able to give me an answer. Meanwhile, I am soon to be accruing interest on that $10,000 visa charge. Also, [redacted] had no problem reading the check correctly, so the $9300 is out of the WF account and somewhere else. This has been an agonizing process and I feel like AmericanWest doesn't care one bit about me or my money or about fixing this blatant and expensive error.Desired Settlement: Fix this problem now.

Business

Response:

We have reached out personally to the writer and resolved this issue.

The deposit was manually keyed into our ATM as $93.00. When the actual check was received, we noted the discrepancy and manually adjusted. We then noted her financial institution of the disparity and sent them the difference of $9207 on 12/5. We are confident that this issue was resolved quickly and fairly.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]

Revdex.com,

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,

Was approached by Banner to open a LOC account - completed on-site a one page financial (both sides) indicating over $1.4 Million in assets (all F&C), NO long term debt (credit cards are usually paid in full monthly), a much higher than average monthly income and a credit rating in the 98% profile-response was untimely, so obtained LOC else where with much stronger bank within 24 hours. Notified Banner to cancel my application - TEN days later, I was notified that my application was denied, for very vague reasons like accounts too new (have had one or more accounts with Farmers&Merchants, now Banner for OVER 20 YEARS) They will be notified that ANY info. re: a denial to any credit reporting agency will result in legal action - people are just not organized/professional - would definitely not recommend

Review: American West Bank stole $12,364.48 from me, very simple.

In mid 2013 American West Bank, acquired [redacted] which had been financially struggling for years. I had a mortgage on a commercial parcel with [redacted] when American West Bank took over.

At the time that American West Bank acquired [redacted] (and the Mortgage on my property); a portion of my building was damaged by a structure fire. I’d previously signed over all insurance proceeds to [redacted] bank that was received, reliant that when the last insurance proceeds where collected, [redacted] would assist to re-finance as they'd promised, with cost to repair the damages wrapped in. I’d never missed a payment, nor bounced a check with [redacted] in over 30 years of doing business.

Within 45 days of American West Bank acquiring [redacted], my commercial mortgage loan matured. I’d contacted [redacted] several times about extending and/or refinancing without receiving a response. When my calls and e-mails where returned, my loan had matured and the new account manager at American West Bank informed me that my property doesn't meet their LTV; because of the fire damage, which [redacted] received all the insurance proceeds for repair!,….(Thankfully, [redacted] paid down the loan with majority of the proceeds).

The property cash flowed at this time from other tenant’s income, and I’d still never missed a payment AND had the ability to continue making all payments. However, the new account manager at American West Bank refused to accept any further payments, nor extend nor refinance the loan. The new account manager informed me that they’d prefer not to renew or extend and that I’ve three choice’s.

1) Sign the property over to them via Deed in Lieu of Foreclosure

2) Pay it off immediately (knowing the difficulty I’ll have in refinancing a fire damaged building)

3) If not paid off immediately, and if I won’t sign it over to them, then he’ll start a judicial foreclosure process within 30 days.

At this time, I’d already bared tremendous expense on my own behalf in demo, engineering and construction cost that should have and was intended to be reimbursed by [redacted].

I immediately contacted three other banks. I was approved for financial options from all three other banks. I’m fortunate in that I don’t have a 9 to 5 hourly paying job; and that I’m successful in what I do.

Within a couple weeks I re-visited the American West Bank account manager and presented him with 4 items.

1) A commitment letter from Scott Valley Bank informing American West Bank that they’ll refinance the property for me upon my repair.

2) A contractors repair estimate to complete the repairs that Scott Valley Bank required to be done to refinance and amount of time it will take (90 days)

3) Proof of funds that I could pay cash for the repairs needed to be done.

4) A Letter of Intent from a business whom wants to lease the Suite when the repairs are done.

After presenting the 4 items above, I requested a 90 Day extension of the loan, simply allowing me the time to complete the repairs and refinance. American West Bank Manager denied the extension, and presented me with a document titled “Agreement for Deed in Lieu of Foreclosure” and instructed me to sign it. The account manager informed me that if I don’t, then he’ll start the judicial foreclosure process which he believed would take about 90 days from that point; because I was now in a forced default position by [redacted] because he wouldn't accept any payments. Bare in mind, if a foreclosure process started, the new bank won’t be able to refinance stemming from FDIC regulation. In turn, I obtained an attorney for the review of the document [redacted] prepared demanding for me to sign.

The attorney didn’t buy into it, little drama back and forth, eventually leading to a conference call requested by American West Bank, between my attorney and their attorney. Prior to getting on the call, my attorney received a letter of consent from American West Bank wanting me to agree to pay for their conference call attorney fee. My Attorney refused, as it was American West Banks desire to have their attorney involved, all I want to do is pay my bills, extend the loan for 90 days and pay off American West Bank! American West Bank Managers agreed to proceed with the call acknowledging that I refused to pay for their unnecessary attorney fees.

When American West Bank realized that they weren’t going to easily “take” the property away from me like a bully in a school yard, they agreed to extend the loan for 90 days “ONLY UPON ME SIGNING A NON DEFENSE CIT AGREEMENT”,…….. So, If I agreed, I’d have the 90 day extension, if I didn't agree they would continue to refuse my payments and pursue foreclosure. My attorney advised that legally I shouldn't sign it because I've no defense if they act in bad faith. However, If I don’t sign it, he understands that I won’t get my 90 days to extend, and refinance at another bank and will likely lose the building to American West Bank in the interim if the deal has to go to court.

I signed the Non Defense Agreement in good faith; the loan was extended 90 days. I completed all the work and paid cash for the repairs as I'd agreed; after catching up on all payments that they’d previously refused to accept, and continued to pay my interest.

At the time to refinance I was given a payoff amount by the account manager. Strapped for cash after paying for all repairs out of my pocket, I was barely able to bring it all together financially.

Upon attending the title company to sign papers to refinance I was informed by the title officer that the payoff was then increased by $12,364.48.

When I'd contacted the American West Bank Account manager about payoff, he replied "Need I remind you that you've signed a non-defense agreement",...eluding to their ability to technically steal from me in bad faith as my attorney had warned and that I'd no choice.

Although the loan was being paid off prior to year end, American West Bank Required me to pay interest on the money throughout the year end! Nowhere in any agreement does it allow American West Bank to act so frivolously.

Just prior to the refinance, when construction was 90% completed. American West Bank ordered an appraisal on the property on their own behalf. They were aware that I was refinancing. I'd kept my account manger up to date repeatedly. They where also aware that I'd just invested nearly $100K in repairs, and that the building was fully occupied at an 8% CAP upon completion of the repairs. After American West Bank received the appraisal results, I received an e-mail from American West Bank requesting to keep my business; which I respectfully declined. In turn, American West then forced me to pay for their $3300 last minute appraisal, which was obtained for their own benefit in an effort for them to try and keep my business. The Deed of trust on my property specifically states that the lender is entitled to expenditure reimbursements ONLY in the event their secured asset is jeopardized. American West was very aware that this was not the scenario, I'd just put 100K into it and additionally aware that the property was to be paid off within 30 days. They where additionally aware that I'd recently had to pay for my own appraisal through Scott Valley Bank. That is blatantly malicious, an abuse of power and a breach of their fiduciary and ethical responsibility.

The final charge of the $12,364.48 was for American West Banks frivolous attorney fees. Bare in mind “from the start of this process to the end the only thing that I continued to request was for American West Bank to continue to accept my current payments and renew the loan or allow time for me to refinance”. There was absolutely no reason for an attorney. My wife and I have impeccable credit and are financially stable. Their only reason for obtaining an attorney was for their attempt in trying to take the property.

Conclusion is, if I’d not agreed to their additional $12,364.48 in frivolous fees, the CIT extension would have expired, they’d already reminded me that I’ve no defense and that they’ll quit accepting my payments again and start a foreclosure process, on my newly remolded building that they're now aware was fully occupied and appraised for 70%LTV for the re-fi………. Extortion is the best and only way to describe what they've done. The reasoning I was given that they’d applied the additional fees was that “technically” they believe that they can get away with it because I’ve no defense in their mind. The account manager should be thrown in jail!Desired Settlement: Refund the money stolen by extortion.

Business

Response:

In exchange for certain accommodations from AmericanWest Bank (“Bank”), Mr. [redacted] and his company validly waived and released their claims against the Bank in an agreement effective 8/28/2013. They obtained the advice of outside counsel to represent their interests in connection with the disputes and release. The Bank also engaged outside counsel to represent its interests and to prepare the agreement. In accordance with the loan documents, the Bank was allowed to recover its legal expenses, which totaled $7,810.56. The appraisal ordered on 9/11/2013 was obtained consistent with the Bank’s policy, and its cost of $3,296.00 was charged to the borrower as permitted by the loan documents. The loan payoff quote was prepared assuming a payoff as of 12/30/2013, and included interest per diem information to calculate adjustments if the payoff date differed. The actual loan payoff did not charge interest beyond the payoff date of 12/23/2013. Although the borrower included funds in the payoff to pay interest through the end of the year, the extra interest totaling $880.79 was credited back to the borrower’s account on 12/23/2013. While we understand Mr. [redacted] was not pleased with these costs, the Bank appropriately recovered its costs in connection with the loan payoff.

Consumer

Response:

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

1) Please have [redacted] provide any type of "tangible verification of credit" to [redacted] for the amount of $880.79 as claimed. No credit was ever conveyed in my favor, nor was any additional interest entitled for [redacted] to charge me for in the first place. The E-mail attached with correspondence back and forth being POST 12/23/13 and denying any refund, verifies that I was never credited any interest money back, nor did they ever intend to. E-mail correspondence, combined with this response further solidifies their poor judgement of integrity.

Review: In trying to close my accounts, I have been assessed over $120 in fees for charges that I requested "not to be paid" on the same day that I requested that "my account be closed". Currently it sits open with a negative balance, all fees. I feel these fees are excessive. I did my part in requesting the bills not to be paid and in that same call asked for my account to be closed. If a bill presents for payment again and the customer requested that it not be paid, then it should not be paid or assessed additional fees. Both of which America West feels justified in taking.We opened these accounts with [redacted]. [redacted] provided the customer with exceptional care and always treated me with courtesy and respect and waived fees whenever they could as a gesture of my loyalty. We banked with them for business, personal and savings accounts and kept our banking with them long after moving from the area. Since then, America West has acquired [redacted] and their customer service practices have been quite a different experience. They exercise their "rights" to apply fees at every occassion possible without any regard for customer or loyalty.Desired Settlement: I do not feel I should pay any fees beyond the $60 for stop payment fees. I specifically requested that day that my account be closed and that no additional bills should be paid.

Business

Response:

Hello,

This complaint from [redacted] has now been successfully resolved. The branch of account has worked out an agreement that was acceptable to both the bank and Ms. [redacted].