Guaranty Bank

Refund was not issuedI had no way of knowing my account was in the negativeIf I would have known I would have transferred the money myself to avoid paying a transfer chargeWhen I checked my account it had a positive balance at 8pm with a $deposit pending the next day

[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.] 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 meThank you for your time and assistance with this matter Regards, [redacted]

I am responding to a complaint from [redacted] in regard to not receiving her IRS formWe apologize for the service issues you encountered and that you did not receive the form which was mailedThe bank strives to provide excellent customer service and when that does not happen we take prompt action [redacted] from our Customer Service Center contacted you in regard to this issueShe confirmed that a copy of the IRS form was mailed and you indicated that you received the copyShe also confirmed that another original IRS form was ordered and mailed on 3/2/If you do not receive this original form, please contact [redacted] at ###-###-####Again we apologize for the inconvenience this has caused

Guaranty Bank is responding to a complaint from [redacted] in regard to overdraft fees on her business account [redacted] from our Customer Service Center has spoken with the customerThe bank previously refunded one overdraft fee as a customer courtesy and the customer is requesting an additional refund of the continuous overdrawn feeThe account is currently overdrawn and the customer has agreed to make a deposit to bring the balance to -$and after the deposit is made the bank will credit $to bring the balance to $The customer said they would bring in the deposit on 4/10/

I am responding to a complaint from [redacted] in regard to a debit card transaction error and overdraft fees due to this error We apologize for the service issues you experiencedWe have shared these issues with our Service and Branch Management so the issues can be addressed You incurred overdraft fees from 11/12/when the transaction error occurred and 11/19/when the merchant corrected the errorThe overdraft fee you incurred for check #for $ was not refunded as your account would have been overdrawn if the error had not occurredWe have credited your account for the remaining overdraft fees Your account is opted in to the overdraft service for ATM and everyday debit card transactionsIf you want to have transactions declined when you do not have available funds you can opt out of the overdraft service for these transactions by 1) calling ###-###-#### option 6, 2) going to online banking and clicking on Customer Service and Change ATM/Debit Card Overdraft, or 3) making the request at the branch or by mail Again, we apologize for the service issues you encounteredIf you have any questions please contact Kaprice in our Customer Service Center at ###-###-####

Guaranty Bank is responding to a complaint from [redacted] in regard to services with [redacted] in December in the amount of $and $We have tried to reach [redacted] *** by phone but have not been successfulWe reviewed the account activity for December for his account ending in and did not find any transactions in the amount of $or $for [redacted] sWe mailed copies of the December and January statements to [redacted] so he can review themAfter reviewing the statements [redacted] should contact [redacted] at ###-###-#### with any questions

I am responding to a complaint from [redacted] in regard to a night deposit and an overdraft feeOur records show that a preauthorized withdrawal for $brought your account negative on 11/10/Transactions are processed and overdraft fees are assessed during nightly processing and your deposit needs to be in the account and available prior to nightly processingThe bank paid this item instead of returning the item and charged a $overdraft fee as disclosedYou placed a deposit in the night deposit after hours on 11/10/and this deposit was posted the next day 11/11/after the overdraft fee had been assessed As a customer courtesy we have refunded the $overdraft fee and we have also refunded the continuous overdrawn fee of $The two fees have been credited to your account

I am responding to a complaint from [redacted] dated 11/17/Mr [redacted] stated that he opened a business account at Guaranty Bank and incurred overdraft fees Our records indicate that you have received a courtesy overdraft fee reversal of $on 11/17/You also received a courtesy overdraft fee reversal of $on 11/14/ Some alternatives you may want to consider to help you reduce or avoid overdraft fees going forward include: Linking a savings account to your checking account for automatic transfers to cover overdrafts at a cost of $per transfer Reviewing your transaction history and available balance on a regular basis in Online Banking at www.guarantybank.com or by calling the telephone banking system at ###-###-####You can also set email message alerts in Online Banking to alert you when your balance is low

Guaranty Bank is responding to a complaint from [redacted] in regard to a Credit Builder Loan [redacted] stated the” bank repeatedly will not take payments out of linked account and reports the account as late” [redacted] , the [redacted] spoke with [redacted] in regard to this complaintA review of the payment history indicates the 12/13/14, 1/13/and 2/13/automatic payments were rejected due to insufficient funds in the checking accountThe late payments were reported to the credit bureau in December and JanuaryThe bank has corrected the credit bureau reporting You can cancel the Credit Builder loan at any time by sending a letter to the bank or by contacting the branch as listed in the Credit Builder NoteWhen you cancel the loan you receive an amount equal to the principal of each installment that you paid plus interest accrued on the Deposit If you have any questions, please contact [redacted] at ###-###-####

This is in response to the complaint recently submitted by Mrand Mrs [redacted] As they indicated in their complaint, the loan's interest rate was temporarily reducedThis was the result of a Modification Agreement between Mrand Mrs [redacted] and Guaranty BankOn April 1, 2013, per the terms of the Modification Agreement, the interest rate returned to 8.5% per annum, after being at 5.0%The amount of each payment that was allocated to principal naturally decreased as a result of the higher interest rate Guaranty Bank's loan servicing data was transferred to a new system on October 31, On that date, the account was paid ahead with a next due date of 12/01/Because the new system was not initially set up to draft on prepaid loans, the recurring ACH did not draft the first payment on the new system on November 1, As a result of no payment being drafted from October 1, through December 3, 2013, days worth of interest accumulated (approximately $790.00)When the draft began again on December 3, 2013, the entire payment in the amount of $was applied to interest The Recurring ACH not drafting in November (because the account was prepaid) has NOT resulted in Mr and Mrs [redacted] ' paying any additional charges or feesThe December 1, through May 1, payments were entirely applied to interest in order to satisfy that which accrued from October 1, through December 3, Mr and Mrs [redacted] would have been billed this interest even if a payment had been made in November The payments are now being allocated to both principal and interest, as the [redacted] are accustomed to seeingThey also have an additional $drafted for principal, which is always applied to principal, not fees Upon reviewing this account, we are confident that it has not been billed erroneouslyA $Duplicate Statement Fee was assessed in July of 2013, which we have waived as a courtesyThe bill is issued on the 17th of each month with a due date of the first of the following monthThese bills have been issued on a timely basis and have been correct and accurate Thank you for giving us an opportunity to respond to the complaintIf you or the borrowers still have any questions about how this account was serviced, please do not hesitate to contact [redacted] at ###-###-####

Guaranty Bank is responding to a complaint from [redacted] in reference to a $overdraft transfer feeOur records indicate that [redacted] requested the Overdraft Protection Transfer service on her accountThis service transfers funds from an account designated by the customer to cover overdrafts at a cost of $per transferOn 2/19/the account was overdrawnThe Overdraft Protection Transfer service transferred funds to cover the overdraft amount and charged a $transfer fee as disclosedIf the customer did not have the Overdraft Protection Transfer service, a $overdraft fee would have been chargedThe service worked as disclosed and the customer was not wrongfully chargedThe deposit of $that was referred to in the complaint did not post until 2/and the transactions which caused an overdraft situation posted 2/ [redacted] , from our Customer Service Center, conveyed this information to the customer by phoneShe also let [redacted] know that she can cancel the Overdraft Protection Transfer service at any time

I am responding to the complaint from [redacted] in regard to overdraft fees she incurred due to misinformation from a branch employee in regard to when a check deposit would be available Please accept our sincere apologiesThe bank strives to provide excellent customer service and when that does not happen we take prompt actionI want to thank you for bringing this issue to our attention and I also want to apologize for the inconvenience it has causedThe manager will work with the employee to ensure information conveyed to our customers is accurate You previously received a refund of overdraft fees on 2/9/and an additional two fees were credited to your account on 2/12/Again, please accept our apologiesIf you have any further questions or need additional information please feel free to call [redacted] in our Customer Service Center at ###-###-####

Guaranty Bank is responding to the complaint from ***
*** in regard to inaccurate information that was given in regard to the
length of a check hold which resulted in overdraft feesWe apologize for this
misinformationThe bank has credited the overdraft feesYou had
previously
received a credit for overdraft fees on 3/24/and you received a credit for
the remaining overdraft fees on 3/26/The *** ***, Julie, worked with you on this issue and she
will work with the branch and employee to ensure accurate information is
provided

***, from our Customer Service Center, contacted *** ***His account had been closed due to non-use and Mr*** agreed to have the account reopened so the bank could credit the $in dormant fees that were charged from 9/7/through 1/7/The fees will be credited to the
account no later than 2/27/A debit card was also ordered so Mr*** can access the account and avoid dormant feesFor any questions, *** *** should contact *** at ###-###-####

The transaction that brought the account negative was a check for $that cleared on 2/19/You would not have seen that transaction in your history until it clearedThere was not enough in the account to cover that checkThe transfer of funds allowed the bank to pay that checkIf you did not write this check, please contact us at ###-###-####

Guaranty Bank is
responding to a complaint from *** *** in regard to overdraft fees. We have tried multiple times to reach ***
*** by phone but have not been successful
On April 2nd a $2,
check was presented and there were insufficient funds in your account
The
check was returned unpaid and a $return check fee was charged as disclosed
You received a direct deposit the next day but it was not in time to cover this
check.
The company again submitted this check
for payment on April 8thThe check was paid with insufficient funds in
the account and a $overdraft fee was charged as disclosed
Your account is opted out of the
overdraft service for ATM and everyday debit card transactionsThese
transactions will be declined when there are not sufficient available funds and
no overdraft fees are charged for ATM and everyday debit card transactionsYou will receive overdraft fees if you do not
have sufficient available funds to cover check and ACH transactions and these
items could be paid or returned at the discretion of the bank as disclosed
As a customer courtesy the bank has
refunded one of the two - $overdraft fees for the $2,checkThe credit was
posted to your account on 4/20/

Guaranty Bank is responding to the complaint from *** *** *** in reference return mail fees*** from our Customer Service Center spoke with you in reference to this complaintThe reason why the address was not changed on the savings account was because you were not listed
as the tax reporting owner on this accountAs a customer courtesy, the bank has reopened the savings account ending in *** with a balance of $on March 23, The address on this account has also been updated as requested

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Good job Guaranty! Thank You. Consider blocking a debit card from going through if there are no available funds. I thought the check cleared but I guess it takes some time with a new account. A debit card should not go through so as to incur charges
Regards,
*** ***

[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.]
Revdex.com:
This business does not have proper trail of anything The 2/login was after begging the branch IN PERSON to help me get access to my own account and money This bank finds nothing odd that I wasn't able to log in for almost months Their entire staff is incompetent and I hope they cease to exist soonI will be closing the account and will have nothing to do with them after Thanks for helping Revdex.com! Maybe more companies should learn customer service from you.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I
am responding to a complaint from *** *** in regard to online banking
issues and a negative balance in her checking account. Kaprice from our Customer Service Center
contacted *** by phone in regard to this issueAs a customer courtesy, the
bank has refunded all overdraft
fees.
After the credit of the overdraft fees, the account balance is overdrawn
-$due to a Clear Coverage service charge.
*** has agreed to send a check for the
balance owed of $and also include a notarized written request to close the
account to the address listed below
*** *** ***
** *** ***
*** ** ***
*** *** *** *** ***
The written request should include 1) your request
to close the account, 2) your account #, name on the account and your signature
and 3) whether you would like a copy of the closing receiptOnce we receive the
letter and the $deposit your account will be closed