Banner Bank

Review: I have been banking with Banner Bank for a couple of years with not overdrafts of problems. I used Banner Banks smartphone app (official Banner Bank App promoted by bank) to make a deposit as I was leaving for vacation. I had used this process a couple of times before with no problem. This was used to move money from one of my bank account to another (available funds was never stated as a problem). The app involves submitting a photo of both the front and back of the check. When submitting the deposit the app show "submitted" as status. After reviewing, the app status gets changed to "accepted". I verified that the status was "Accepted" before leaving data coverage. When I returned on 7/19/2014, the status still showed "accepted" but the transaction was never processed. This resulted in overdraft fees of $120 plus the fees applied by the other banks that were declined.

On 7/21/2014 I went to the branch to see what had happened. They said that they had questions about the check and had declined to process it. The teller told me that she didn't care what the app said, it didn't process and they weren't going to back off any charges.

When I asked to speak to the manager I was asked to be seated. then a couple of minutes later the teller came back out and said that the manager "reviewed the case" and that they wouldn't make any changes. When asked if I could talk to her, I was told NO.

When I returned home, I contacted the corporate office and was told it was up to the local branch manager. I did get a phone number for a regional supervisor, but he seams to not want to answer his phone.Desired Settlement: 1) reversal of the overdraft fees

2) covering any fees instated by other banks for returned checks

3) removing and or preventing any adverse credit bureau reporting relating to this event

Business

Response:

The attached letter has been mailed to Mr. [redacted].

We have apologized to him for how his situation was handled by the staff at our Federal Way Branch Office; refunded the overdraft/NSF fees; and assured him that there has been and will not be any adverse report made about this matter to any credit reporting agency. Further, Ms. [redacted] stands ready to promtly refund to Mr. [redacted] any reasonably documented fees that he may have been charged by third parties as the result of the returned items. Therefore, we believe that we have fulfilled his desired settlement of this complaint.

Sincerely,

[redacted]. [redacted], EVP

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.

Thank You,

Review: At the beginning of July, 2015 my husband and I received two checks from Banner Bank for excess escrow amounts in our account. According to the letter that came with each of them, Banner Bank is required by law to return these amounts to us if they exceed $50. We cashed both checks at our bank and I assumed that we received two of them since there were two of us on the account. I figured they had to split them in order to accomodate two payees. We used the money to take our family on a very overdue camping trip. When we returned from our 5 day vacation, I received an UNDATED letter in the mail from Banner bank stating that a stop payment had been placed on one of the checks because it was a duplicate. Because I cashed these payments at our bank, the money was debited from our checking account WITHOUT our knowledge or approval. We were lucky that we had the money to cover it. Today 07/09/15 I spoke with [redacted] at Mortgage Servicing. She stated that they would cover any overdraft charges, but would not honor the check! We cashed and spent these checks in good faith! We now do not have the funds to make it to next payday. I requested that they return the funds to us. She simply stated that there were not any funds on our account to do so and she would "see what can be done". There is absolutely no reason that we should be responsible for the bank's error. This is ridiculous. What happened to being responsible for your actions. The bank needs to return this money to us ASAP.Desired Settlement: Immediate re-issuance of this check....or electronic deposit to our checking account. We are trusting this bank to make things right. This is NOT how business should be done and it is no wonder that nobody wants to trust the banks!

Business

Response:

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.