Guaranty Bank

This is in response to the complaint recently submitted by Mr. and Mrs. [redacted]. As they indicated in their complaint, the loan's interest rate was temporarily reduced. This was the result of a Modification Agreement between Mr. and Mrs. [redacted] and Guaranty Bank. On 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, 2013. On that date, the account was paid ahead with a next due date of 12/01/13. 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, 2013. As a result of no payment being drafted from October 1, 2013 through December 3, 2013, 62 days worth of interest accumulated (approximately $790.00). When the draft began again on December 3, 2013, the entire payment in the amount of $448.79 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 fees. The December 1, 2013 through May 1, 2014 payments were entirely applied to interest in order to satisfy that which accrued from October 1, 2013 through December 3, 2013. Mr and Mrs. [redacted] would have been billed this interest even if a payment had been made in November 2013. The payments are now being allocated to both principal and interest, as the [redacted] are accustomed to seeing. They also have an additional $10.00 drafted for principal, which is always applied to principal, not fees.
Upon reviewing this account, we are confident that it has not been billed erroneously. A $5.00 Duplicate Statement Fee was assessed in July of 2013, which we have waived as a courtesy. The bill is issued on the 17th of each month with a due date of the first of the following month. These 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 complaint. If you or the borrowers still have any questions about how this account was serviced, please do not hesitate to contact [redacted] at ###-###-####.

Review: I contacted you via e-mail per message indicated below about disputing a charge! You received my e-mail about stopping payment , which you had no problem charging me for and not actually doing. But the message about the dispute of charge was completely ignored! I even went into the branch office the next day to dispute the charge.

What does someone have to do to get this resolved with your bank!? You basically stole over $300 from me and have completely disregarded everything I brought to your attention. Copy of original message below.

From:J[redacted]1

To:BANK

Subject:General Email

Date:04/07/2016

Message:

Account number: *7**1_CHECKING

Disputing a charge: I was not notified about or told in any way other than looking at my

bank account later in the day, that it had been charged to my account. Authorization

code: 443654, Amount charged to my Visa Debit Card $149.00.

My Name

Message #2

From: [redacted]

To: BANK

Subject: General Email

Date: 04/08/2016

Account number: 2[redacted]1_CHECKING

Re: Dispute There is no way to access my profile on their website to change or modify anything without contacting them first, yet they don't notify or contact me of a charge they have submitted to my bank. Please stop their payment of $149.00 immediately.Desired Settlement: I want them to return the overdraft charges as well as the stop payment charge they issued. In addition, resolved my dispute rapidly because I've already been waiting for over 2 weeks based on the fact I disputed the charge on April 7th!

Business

Response:

Guaranty Bank is responding to a complaint from [redacted] in regard to a stop payment. Barb from our Claims Department tried to reach [redacted] by phone but was not successful. Our records show that [redacted] entered a stop payment for a debit card transaction in our Online Banking Stop a check system. Debit card transactions cannot be stopped. We have refunded the Stop Payment fee. Our Claims department contacted the company that processed the debit card transaction and they have the customer’s authorization for the transaction. This is a recurring debit card transaction which also posted to the account in March. [redacted] would need to contact the company to cancel this recurring transaction. As a customer courtesy the bank has refunded the overdraft fees for this transaction and we apologize for the inconvenience the stop payment issue has caused. If you have any further questions, please contact Barb at [redacted].

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]. We have talked and I am satisfied with the solution.

Regards,

Review: I have been a customer with this bank for over 13 years. It was a personal account just for myself. My son was awarded SSI payments and they were directly deposited into my account. I am his legal guardian and official payee. We received a lump sum in two amounts Federal $1044 and State $226 in October 2013.In November and December 2013 Federal and State combine equaled $600.00 which continued up to January 2014. The supposedly became overdrawn in late October early November 2013. I was charged a $37 overdraft fee for each item totally $1100.00. My account never became positive again. I visited several locations trying to resolve this issue and my response was the bank closed my account with a negative balance. I have all the documentation in my possession. My monthly bank statements and my son's yearly statements of benefits received for all years he has received SSI payments into this account. I feel manipulated, abused, mistreated, unappreciated, deceived by all this avoidance of a mistake that could have been reversed when it started. I expect to receive all of my son's money back with the exception of the money that was spent on purchases and not fraudulent overdraft charges.Desired Settlement: My son and I would greatly appreciate a refund in the amount of $2500.00 in a cashier's check made out to me. This is a refund for the overdraft that occur on my account at the bank's mistake.

Business

Response:

I am responding to a complaint from [redacted] in regard to the account ending in [redacted].

This is the 2nd time I have had to deal with Guaranty
Bank as my 2nd mortgage. The first time was a few years ago when I was trying to refinance my first mortgage and they held up my loan for over a month so the interest rate rose. They kept trying to talk me into going with them with my first mortgage. Then they charged a $300 fee to sign a note for us.
This time I have tried to pay off my loan. I paid my balance down to a few dollars and when I called them because the computer wouldn't allow me to pay it, I was told that my loan was sold and it give it 7-10 days to call the bank it was sold to. Luckily, I only waited 3-4 and I was told that they received loans from GBank but didn't have ours. So I called GB again and was told "your loan wasn't sold, you just need to submit a letter to payoff." So I followed their guidelines with faxing a letter requesting a payoff. I never heard back so I went online and I was able to pay my balance of $25.66 which left me a 0 balance. A week later I went online to check my account and I had a .03 cent balance! I tried to pay that online but it would not let me so I called. I got the run around and was told the supervisor would call me back by 8:30 am after she heard from her supervisor if they wanted to waive the .03 or let me pay it. I never heard back. Called again, was told that Veeontra the supervisor was waiting for a reply from the back office for a request for the loan to be paid off! They would call me back. This is one of the worst banks I've ever dealt with. They have no integrity and I felt like I was dealing with a call center instead a bank! Beware!!!

This bank practices in account manipulation. I had a positive balance I deposited a check, I knew that it would not bring my account to that balance right away and knew that there would be a check hold. However by me depositing the check it brought my account down to a complete negative including the money that I already had in the account it made my account look overdrawn before I left the bank I clearly asked the teller why does my account look negative and is the funds that I had available still available the teller told me without even checking into it further that my account just looks like that the money you have available is still available and that you can use your account as normal. Well by me being told this I did so believing that my funds were still available. Two days later I get hit with a $140 dollar overdraft fee I talked to two different banks in total and they only apologized that I was given this information and told me that I could not have those fraudulent overdraft fee's removed even after looking at my account and agreeing that my account was not even close to being in default. I finally got the issue resolved by speaking with an area manager. The first thing that I have an issue with is if you deposit a check and you have a positive balance there is no way you should overdraft (this is account manipulation no financial entity should hold you check as if you are taking out a loan). The second issue is they should have knowledgeable staff that know all details like that and do not give out false information or staff that are forthcoming and should have just told me that was a practice of how they handle manually deposited checks. My third and most important issue is once the mistake was caught and I gave them all appropriate proof of the incident and was just clearly in the dark about this practice they should have just fixed it, I should not have had to jump through as many hoops as I did just to get it resolved. And my last issue is they are a fully operational bank that refuses the outside public to contact them most of their branches are located in Roundys or Copps grocery stores and they make those entities not even able to transfer calls to them and do not list there direct phone numbers on their sites or third party business partners they will only contact you at their convenience, yet they are controlling my hard earned money.

Review: I was charged a $37 overdraft fee for a purchase that was allowed to go through on your website. On your website, there is a sliding button to choose whether or not I want overdrafts paid. It states that if I choose "no", purchases will not go through. I chose "no". Therefore, the purchase should not have been allowed to go through, and I should not have been charged an overdraft fee.

I use this account as a "mad money" account. I knew there was a little over $30 in the account. When my [redacted] purchase rang up as just over $30, I decided to use the card, believing (as your website states) that if there was not enough funds to cover the purchase, the purchase would be declined, and I could simply use another card.

Instead, the purchase not only went through (and you state in your original response to me that it would not go through, but it did) but I was charged a $37 overdraft fee.

In order to hopefully mess me up and take advantage of me, you did not mail out any notification that there was an overdraft until 2 days after the overdraft, on 1/15. I did not receive the notice then until 1/17, a Friday afternoon. Fortunately, I made it to the Guaranty Bank branch and covered the charges a half hour before closing time. If I hadn't done so, you would have charged me an additional $36, all for being $3 overdrawn. A $73 fine for $3. This is predatory. You gear your marketing to low-income, unbanked people- and then you take advantage of them.

Your website states that my purchase should not have gone through. I intentionally selected the sliding button that says "no" so that overdrawn purchases would not go through. Your website states that purchases will not go through if I do so. Instead, my purchase DID go through and I was charged a $37 fee. Please refund this fee.

Thank-you,

[redacted]Desired Settlement: Would like $37 overdraft fee refunded.

Business

Response:

We have tried to reach [redacted] by phone but have not been successful. [redacted] incurred an overdraft fee because she did not have sufficient available funds in her account to cover a preauthorized ACH withdrawal payable to [redacted] in the amount of $35.34 that occurred on 1/13/2014. Her account is opted out of the overdraft service for ATM and everyday debit card transactions. Had a Guaranty Bank debit card been used, the transaction would not have been authorized and no overdraft fee would have been charged. As a customer courtesy we have refunded this overdraft fee.

Review: I called in to check my bank statement and was offered a quick loan that could be paid back over the course of 30 or 60 days and whatever the quick loan amount would be taken out weekly. I chose to take advantage of this quick loan ($400.00). I have direct deposit every Wednesday so over the course of four weeks the money would have been paid back and the payments taken directly out of my account. I had roughly $250.00 going in a week for my unemployment. I checked my balance a few days later only to find out the $400.00 that I had loaned had been taken out of my account just a few days after receiving the loan. Then I had late fees and over draft fees to have my $400.00 loan turn into me owing close to $800.00. I did everything in my power to contact the bank from e-mails to phone calls and even had signed documents notarized and sent them paper work stating what had happened and that I was more then willing to repay the $400.00. I had no response from the bank from any of the forms of communications I tried as I was out of town when this was occurring and could not go into bank personally. Now, I have credit people calling me because they failed to even try to make contact with me to resolve this issue I even told the debt collectors the issue and how impossible they are to reach.Desired Settlement: I would like to pay back what I owe not what they want me to pay because of the errors they made.

Business

Response:

I am responding to a complaint from [redacted] in regard to his account ending in [redacted]. In the complaint it stated that there were errors on the account. We reviewed the account and no errors were found. You requested an Easy Advance in the amount of $400 which was to be repaid from your next direct deposits as disclosed in the Easy Advance disclosure and in the phone script that is voiced prior to each advance. You withdrew the amount of your direct deposit from an ATM and did not apply it toward the Easy Advance which resulted in your account becoming overdrawn and you incurred overdraft fees.

Review: On March 9th 2015 I made a purchase with my debit card with a company online in the amount of $223. After attempting to contact the company I became aware that this company was fraudulent and I had been taken. I immediately went up to my bank (Guaranty Bank) to inform them what had happened and ask for there help. I spoke to a female teller ([redacted]) and the [redacted] about the situation and asked them if there was anything they could do. I was told by [redacted] that since the payment was still in a pending status they would be able to freeze the transaction. [redacted] informed me that it would cost me a $37 stop payment fee to do so. I agreed. [redacted] informed me that I would have my money back in the account on the next business day. Prior to this fraudulent purchase I had made several other purchases that were in a pending status as I was preparing for a business trip. The next day I checked my account to find that my account was negative $65. I was unsure as to why so I called the customer service line to see what happened. They then informed me that I was charged a $37 stop payment fee and a $37 overdraft fee. I asked the representative where is my money she then informed me that there was nothing they could do to get the money back and I should have not been told that they would be able to help because there bank doesn't put a stop on debit card purchases. I then asked why was I charged a fee if they couldn't help. She told me that I would have to go to the branch for that answer, there was nothing she could do to help! So the next day I went back in to the bank unaware that I was now charged a total of 8 overdraft fees as the overdraft fees themselves had caused all my most recent purchase to bounce. I spoke to [redacted] and he was very helpful and quickly got 4 of the overdraft fees plus the stop payment fee returned as he agreed that this was a bank error. He then proceeded to tell me that he was unable to do anything about the last remaining 3 overdraft fees. He told me that he would have to email the corporate office to get the last overdraft fees overturned. I have been up to the bank 5 times since then and each time he tells me that there is no word yet. On Mar 23rd I spoke to [redacted] and seeing my frustration he informed me that he would give me a call later that day with an update. He never called. I called the customer service line to see if I could get a number to the branch to save myself some time missed from work, gas, and frustration they informed me that they could not give me a number to the branch. I went in to the branch on Tuesday Mar 31 to talk to [redacted] and he was not in. I spoke to the manager and she gave me a card with his name and number on it and told me he would be in the next day. I called the number the next day and to add to my frustration the card had the wrong number on it. I went into the bank today to demand answers and he again said there was nothing he could do and he had to wait on the corporate office. The branch manager has been witnessing this injustice majority of the time and has yet to step in to offer any assistance. I'm not sure what her job duties are! This is my primary account, that my work checks are direct deposited into and I am in the process of purchasing a home. These overdrafts will cause a major ripple in me obtaining a loan. This is the second time that guaranty bank has made mistakes that are hindering me from obtaining my personal goals. I am really disappointed with the integrity of this bank and its staff.Desired Settlement: I demand a refund of the 3 overdraft fees, a refund for my time, my gas, and my mental anguish. This has been a stressful situation that could have easily been resolved on their part as they already admitted guilt. But instead they have refused to do anything further nor have they been decent enough to tell me that they are not intending to return my money so that I can look at further action. I believe I have been very patient as this matter has been going on for 3weeks. I live paycheck to paycheck and because of this money that has been taken I have been unable to catch up on my bills. I have had other overdrafts in my other account with this bank because of this money I did not have to give away!

Business

Response:

Guaranty Bank is responding to a complaint from [redacted]

[redacted] in regard to a $223 debit card purchase on March 9th which you

later became aware was fraudulent and the overdraft fees you incurred due to

this transaction. A refund of the 3-$37 overdraft fees has been processed and

your account was credited on 4/7/15. We apologize for the inconvenience this

has caused.

Review: A payment was made to a creditor and when I checked my account on 4/2 it stated that the payment was "in process" but my account was now overdrawn. I got paid on 4/3 and when I checked my account the check to the creditor was listed as "returned" due to insufficient fees but there was enough money to cover the check to the creditor and the other purchases made. Seeing that the check was returned, I contacted the creditor and a payment arrangement was made for 4/20. Seeing that my account was no longer overdrawn and a payment arrangement had been made, I started making additional purchases. On 4/7 I checked my account and it was overdrawn again due to that check to the creditor being sent thru again in addition with my charges made after 4/3 and a list of overdraft fees. I called to inquire about the check being returned the first time and then being allowed to clear on the second time which then caused my other purchases to be overdrawn. I also reminded them that I did not sign up for the overdraft protection so why did they allow my debit card purchases to go through? The rep acknowledged that I did not have overdraft protection however she informed me that the overdraft protection was for debit card purchases only and did not apply to checks. I then asked to speak with a supervisor and was told that someone would call me back. Desiree (Supervisor) called me back and told me that even though I did not sign up for the overdraft protection, the bank can pick and choose what they will allow to clear with checks and debit card purchases. I then asked for them to send me a copy of that policy in writing. I have not received this requested informationDesired Settlement: I want to be credited for all of the overdraft fees after 4/3 because if they had not allowed that check to clear the second time, I would not be overdrawn and charged all of the other fees. Also if I did not sign up for the overdraft protection then those debit card purchases should not have cleared. Which is what their policy states online for overdraft protection. Their listed policies online clearly do not coincide with their actions nor the requests of their consumers.

Business

Response:

Guaranty Bank is

responding to a complaint from [redacted] in regard to overdraft fees. We have tried multiple times to reach [redacted]

[redacted] by phone but have not been successful.

Review: I signed up for Overdraft Protection on my account. The clerk told me all over draft fee's would be $7 for each one if I were to over draft. Today, I had my insurance company accidentaly deduct my insurance 3 days early. I called my bank and was told I'd have to bay $35 for every pending transaction, which was 5 pending transactions, because I was going to over draft by $200. My first problem is that the other 4 pending transactions were fine to clear, and if they deducted those transactions first from my balance I'd stil lhave $30 left in my account. It was just the 1 transaction that caused it to go negative, yet they were going to charge me for ALL of them! And not only that, I was told I'd only have $7 over draft fee's NOT $35!!! So now I've been paying $10 every month for a service that was nothing like what I was told! I am furious with this business! I have brought my fiancee, his grandmother and my sister to this bank and after today I will be taking them all to another bank for service. This is ridiculous! I called customer service and all they kept tellin me is "I dont' know".... that doens't help me.... You should have an answer if you are the customer service line.Desired Settlement: I want to only pay 1 over draft fee of $7 dollars. That is what it should be! I would be fine if they just rejected the insurance payment, that is what should have happened! Not a fee of $175 dollars! Unreal.

Business

Response:

I am responding to a

complaint from [redacted] in regard to transactions which posted to her

account earlier than expected and potential overdraft fees.

Leah from our Customer Service Center

contacted you by phone to discuss this matter.

Our records show you made a deposit to your account on 6/17/2014 to

cover these transactions and you did not incur any overdraft fees.

Review: My debit card for checking account was denied at ATMs (3 separate occasions, on same day) for reasons unknown. Upon calling customer service in Milwaukee Wisconsin, I still (over a 2 day period) have not received a reason for this denial. I have spoken with 3 customer service reps. and 1 supervisor with no clear answer. Answers given and then taken back were: card reached expiration date(untrue), card reported lost/stolen(untrue and by whom?), and just a ATM machine error(untrue, tried @ different ATM locations). This is all the result of simply ordering an ATM card for my savings account. This has been ongoing (ATM card for savings acct.) for over a month , with at least 4 bank reps. trying to do what I consider a simple transaction. Now I have no automated access to either acct and have to wait for mailing, which I have been told on 2 other occasions. I was left on "hold" by a supervisor two days in a row for extended periods (20+mins) hoping I would just hang-up ( I believe) because I was given the same answer both times. Wait 24 hrs for the back office to respond. I have been patient but after hearing my debit card was being declined at ATMs and later shut down altogether from the office I am upset. The debit card and its accompanying # is tied to automatic disbursements and used for on-line bill payments. This checking acct debit card should not have even been involved with the process of acquiring a separate ATM savings card. The supervisor, ([redacted]) in Milwaukee says this was as per my request which is not true and has no empathy--as if any of his is my fault. The employees "bungled" this at every step, even going so far as to combine both accts. on one card, which I certainly did not request! Any review of transcripts will show what I am saying is true. All I wanted was an ATM card for my savings acct. I still am not sure what exactly will happen. From reading customer reviews, it seems complaints are exacted in adverse ways on the consumer, even for employee errors. Please help!Desired Settlement: I want my debit card acct reactivated with same number immediately as not to cause any confusion with vendors and my savings ATM card expedited at no cost to me. The records will indicate I have been pursuing that for over a month.

Business

Response:

Guaranty Bank is responding to the complaint from [redacted] in regard to debit card denials and the request for an ATM card. We apologize for the issues that [redacted] has experienced. [redacted], our Customer Service Operations Specialist, reached out to him by phone and let him know that his current debit card has been unlocked and he can use the card. An ATM card had already been ordered and is in the mail. If [redacted] has any other questions or concerns he can contact [redacted] at ###-###-####.

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: To Whom It May Concern:

[redacted]Note[redacted]The actual branch location is: Guaranty Bank located @ [redacted] ([redacted]) This location was not an option in the dropdown list.

On Sunday, August 3, 2014 I went into the Guaranty Bank located @ [redacted] ([redacted]) and requested that the debit card account ending in [redacted] be closed. Per the teller (name unknown), she closed the debit card account ending in [redacted]; I gave her the debit card; she disposed of it and informed me that I would be mailed a new card from Guaranty Bank and should receive it within 5 to 7 business days.

I received the new debit card ending in **29 between 8/8/2014 - 8/12/2014. On Tuesday, August 26, 2014, I checked my account and noticed that a transaction was processed on 8/23/2014 via the account ending in [redacted] and this account was supposed to be closed on 8/3/2014. On Thursday, August 28, 2014 I called Guaranty Bank @ ###-###-#### and spoke to an account representative, who informed me that the debit card account ending in [redacted] had not been closed and assured me that she would close it. So, instead of it being closed on Sunday, 8/3/2014 as requested, the account was closed on Thursday, 8/28/2014.

To reiterate on Sunday August 3, 2014, I was informed by the bank teller at Guaranty Bank located @ [redacted] ([redacted]) that account ending in [redacted] was closed and that no other transactions would be processed.

Also, on Thursday, August 28, 2014 as I spoke with the account representative in reference to this issue, I requested that a reimbursement claim be opened (of which I was not provided a formal claim number), but due to this negative experience I don’t have any confidence in the due diligence of Guaranty’s employees and would like this matter handled as quickly and expedient as possible. This issue is very disappointing for me as I’ve been a member of Guaranty Bank for over 10 years.Desired Settlement: Due to the error on Guaranty Bank’s (employee, staff, associate) behalf and because this issue was not caused by any neglect on my part; I would like to be reimbursed for any transaction(s) that occurred via debit card account ending in [redacted] from 8/3/2014 through 8/28/2014; during the said forth date range account ending in [redacted] was supposed to be closed.

Business

Response:

The bank contacted [redacted] in regard to this complaint. Our records show that [redacted] requested a lock be placed on the debit card ending in 14 on 8/3/14. We apologize that the lock was not placed. This was due to human error and we apologize. We confirmed the debit card was destroyed. The transaction from [redacted] for $378.66 would have been declined had the card been locked therefore the bank will credit the $378.66 to the account and will withdraw the two [redacted] credits for $147.49 and $49.16 which posted to the account on 9/4/2014. The customer will see these transactions on her account by end of day on 9/9/14.

Consumer

Response:

On Sunday, August 3, 2014 I went into the Guaranty Bank located @ [redacted] ([redacted]) and requested that the debit card account ending in [redacted] be closed. I am unsure if “locked” (the term the business used) and closed are synonymous in this instance however, I do accept the response.

Thanks and regards,

We just experienced fraudulent out of state use of our Guaranty Bank check card. We notified the bank the same day the charge showed up online. We also immediately cancelled the check card. Also filed a police report. We contacted the out of state company that someone used our card to order from. They were able to stop the order from making its way to the thief. However, we get in the mail today a letter from Guaranty saying they determined that we authorized the charge and that we should file our dissatisfaction with this company with the Federal Trade Commission. Really? I've never done business with this company ever. How can I be dissatisfied with them? And why would I close the check card and file a police report on myself? Guaranty Bank is the one we're dissatisfied with. Do not open an account here. RUN the other way. As soon as this gets resolved we are taking our business, and money, elsewhere!

Review: I went to the [redacted] to make two transaction. The first transaction was to cash a money order that was sent back to me from [redacted]. The second transaction was to withdraw $30.00 from my checking account. A heavy set teller , informed me that 1. that I have to fill out a withdraw slip from the counter. There was no checking without slip on the counter; However, there was a saving withdrawal slip. When I tried to fill out the saving withdraw slip- the pen didn't work. When I return to the teller. She informed me that because I didn't follow her direction- she wasn't going to help me. She further stated if I want to withdraw money, I could close my account, or go to another branch. Also, she refuse to cash a money order that was sign by me, and had an inmate name under mine. I inform this teller the [redacted] do not take money order anymore, but uses [redacted] in [redacted]. I told her fine, let me have my money. she informed me if I wanted to close my account. I told her no. She replied I cannot help you. When I saw another teller in the area, I got her attention and told her that I wanted to cash this money order and withdraw $30.00 my checking account. This teller informed me that the bank cannot cash this check with multiple names on it. I stated that was fine. However, when I telling this second teller that I wanted to withdraw $30,00 , the first teller wanted to engage me into hostile altercation forces the second teller to close my account because I was being abusive. I informed the first teller to shut her mouth because I wasn't dealing with her. She showed me her middle finger. I didn't buy into this trap of losing my temper. After a brief period of time, the second teller inform me to leave the bank, and if I wanted to withdraw my money- I should try another back. I tried the Best Bank ATM machine because the inside one is usually out of service and doesn't let me make a deposit, and I wasn't going to stay around in a hostiMDesired Settlement: $3.00

Consumer

Response:

THE $3.00 is what I was charged because I was denied service, I want to be refunded for using an alternative source

Business

Response:

I am responding to a complaint from [redacted] in regard to transactions at the [redacted] branch. The branch

has tried to contact you by phone in regard to this matter but they have not

been able to reach you. We need more information as the branch does not know

who you spoke with. None of the branch team members recalls the situation you

described.

Review: Guaranty Bank has accused me of fraudulent activity which is not true they claim I committed check fraud now the incident involved I did a secret shoppers job for a company and upon payment I was mailed a cashiers check..cashiers check did not clear, mind you there was no money exchange between the bank and I so they did not lose any money at all Guaranty Bank started charging me these astronomical fees statin i'm responsible for the bounced check, absolutely not! I did not write a personal check against my account that had no money--that is constituted as check fraud when you write a check against your account that you knowingly has no money now that's check fraud for a fact because I researched it.. now Guaranty Bank is causing me a hardship and lots of problem my bank is threatening to close my business account because GB has reported to [redacted] that I committed check fraud which is a lie they are deliberately sabotaging me with prejudice this is my second time filing a complaint because they did not fix the problem the first time as promised my next move is I am definitely filing a suit if this is not fixed pronto.. and I will be filing a complaint against them with the bank commission for their false allegation and destroying my name with [redacted].. my bank has told me in order not to lose my business account with them I need a letter from GB stating it was a mistake on their behalf and it is resolved... my info is ###-###-#### ..[redacted] my bank states I have 7 days to fix this situation...Desired Settlement: DesiredSettlementID: Other (requires explanation)

I will be seeking retribution for embarrassment and slander

Business

Response:

The bank sent the following response on 6/29/12 for a complaint received last year in regard to this issue:

The bank has reviewed the transaction history for [redacted]'s account ending in [redacted], which has been closed with monies owed. On 5/16/12 [redacted] deposited a check in the amount of $2,215.00 which was returned to the bank as "fraudulent". A $20 returned deposit item fee was charged as disclosed in the Account Disclosure [redacted] received when his account was opened. The overdrawn balance was not paid and daily overdrawn balance fees were incurred as disclosed. The bank is willing to waive the daily overdrawn balance fee IF the amount owed after the $20 returned deposit item fee was assessed is paid. This amount is $15.92. [redacted] can mail the amount owed to: [redacted] ATTN: [redacted], Loss Prevention Dept. Once the $15.92 is received, the remaining fees will be waived and the [redacted] updated to show the amount owed for account ending in [redacted] as paid in full. I will also mail [redacted] a bank by mail envelope to submit the amount owed ($15.92) if that is more convenient for him.

Review: I opened 3 business checking accounts with the BestBank branch that is located in a Kroger grocery store in Conyers, GA on Oct. 15, 2015. The employee enrolled my business checking for online banking and printed out the enrollment confirmation paper and gave it to me. I have not been able to log into my business account ever. Then when I went into the Hudson Bridge branch in Stockbridge, GA on Sat. Nov. 7, 2015 to make a deposit, I was told that there was $2 taken out of my accounts because I had not signed up for online statements. I had not signed up for online statements because I cannot get into my online accounts!!!! So, then I told the teller that I just wanted to close my accounts and go elsewhere. She proceeds to tell me that if I close my account before 90 days, I will be charged a $50 early termination fee. I was not aware of this. Nobody informed me of this when I opened the accounts.

I have called the Customer Service number several times over the past month with no call backs, nor response, and no resolution to my problem. All I am trying to do is to be able to log onto my business checking accounts and maintain my business funds as needed to run my business.Desired Settlement: 1. I would like to be able to log into my business accounts all day everyday and maintain my accounts.

2. I want my $6 refunded to me that they took out of my 3 business accounts for not having signed up for online statements because I did not have a way to log on to the accounts.

3. I would like to be able to open up 2 more business checking accounts, have them linked with my other accounts, and be able to log on and maintain them as well.

Business

Response:

Guaranty Bank, doing business as BestBank in Michigan and

Georgia, is responding to the complaint from [redacted] in regard to not being

able to log in to online banking and sign up for online statements, and the

request to refund the $2 paper statement fees because of this issue.The bank strives to provide

excellent customer service and when that does not happen we take prompt action.

I want to thank [redacted] for bringing these issues to our attention and I

also want to apologize for the inconvenience they have caused.[redacted], our Customer Service Operations Specialist, walked

[redacted] through the online banking and online statement enrollment process.

Her three business accounts are now enrolled in online statements and we have credited

the $2 paper statement fee on all three accounts. [redacted] gave [redacted] his direct phone number

(###-###-####) if any further assistance is needed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. [redacted] was very patient with me, walked me through the set up, walked me through statement delivery method, and returned my call promptly at 4:30 when we scheduled it. I am very pleased with the professionalism that [redacted] showed me. I will gladly keep my business checking accounts with Best Bank and even opened two more today. Thank you so very much.

Regards,

Review: I have tried unsuccessfully to log onto the website but the username didn't work. Resetting the password didn't work. Calling in and being placed on a VERY long hold didn't help, talking to the bank manager didn't help. In fact she mocked me and made it seem as if I had a "financial situation" where I was short on cash. That is far from the case and it added to the list of why the staff is incompetent. I should not have a charge for the overdraft considering the other account had more than enough and even more so because no communication was received, no email, no text, no call, no snail mail. The bank's constant practice of harassing, troubling and cheating their customers is further shown on this page: [redacted]. This bank should not be in business.Desired Settlement: My overdraft charges need to be reversed to ensure I exit with a clean record. I have closed the account and will close the account when the remainder is received. If no action from the bank, I will use my legal benefits through work to address this issue. Being a very involved member of various organization, this bank will be seeing a lot of attention drawn to them for their business practice. NOBODY should endure what this bank puts their customers through.

Business

Response:

I am responding to a complaint from [redacted] in regard to

not being able to log in to Online Banking. Our records indicate you

successfully logged into Online Banking on 11/24/14 and 2/10/15. Our records

also show that overdraft transfers were not set up on your account. On 2/3/15

you had insufficient funds in your account to cover two preauthorized payments.

These payments were returned and you incurred two $37 return item fees. We

previously refunded one of the $37 return item fees as a customer courtesy on 2/9/15.

As a customer courtesy we have refunded the other $37 return check item fee on

2/11/2015.

Review: I made a deposit of 164 dollars at the [redacted] branch on June 9, 2015. Part of the deposit involved checks in the amount of approximately 103 dollars. I was told that I would not have access to that money for a period of five business days. Upon hearing that information, I did not want an account with the bank. Another associate came to me and told me the funds would be available the next day, June 10, 2015. I trusted this person's word and went ahead and opened the account. I kept checking my account on June 10, 2015 and saw the money from the checks was not accessible yet. I called customer service and they said the money was not accessible until June 16, 2015. I was upset by this deception and want my money back immediately.Desired Settlement: The money should be refunded immediately.

Business

Response:

Guaranty Bank, which does

business as BestBank in Georgia and Michigan, is responding to a complaint from

[redacted] in reference to incorrect information you received in regard to

when funds from a check deposit would be available. Alisha, the [redacted], spoke

with you and explained that the person who gave the incorrect information was a

new employee. The check hold for new customers is 5 business days. The check hold was removed due to the

misinformation and you were able to withdraw funds on 6/11/15. We apologize for

the misinformation.

Review: I discontinued services with [redacted] in December 2014. I notified Best Bank in December 2014 and they are holding $79.00 and $24.00 but charging me overdraft fees. They are refusing to settle this issue.Desired Settlement: Refund overdraft fees.

Business

Response:

Guaranty Bank is responding to a complaint from [redacted] in regard to services with [redacted] in December 2014 in the amount of $79.00 and $24.00. We have tried to reach [redacted] by phone but have not been successful. We reviewed the account activity for December for his account ending in 7259 and did not find any transactions in the amount of $79.00 or $24.00 for [redacted]s. We mailed copies of the December and January statements to [redacted] so he can review them. After reviewing the statements [redacted] should contact [redacted] at ###-###-#### with any questions.

Review: I stopped using my Guaranty account a long time ago because I did not agree with their fees. I received a letter about February 20 stating the following:Our records indicate that as of 02-08-14, your account number [redacted] has not had activity since 06-08-13. This classifies your account as dormant. Because customer contact is considered activity, we are requesting you to make a deposit or sign and return this notice. upon receipt, we will remove the dormant status from your account.Today, March 1, I went in to make a deposit. At that time I was informed my account was overdrawn in excess of 35.00. I was told that not only did I receive a dormant fee, I was charged an overdraft fee because the dormant fee took my account negative. I demanded to close both my checking and savings account. I was THEN told that my savings account was already closed and all the money was taken due to DORMANT fees. I was further told that I could not close my checking because it had an outstanding balance due. As you can read from the letter above, I was NEVER given any notice of ANY fees and not only that but I was NEVER even TOLD that they took all the money from my savings and closed it.When I asked why I was never given notice, the reply from the branch manager at oaks road was "we don't send out a notice for every fee we charge to accounts." my response was "OF COARSE YOU DONT THEN YOU CANT TAKE ALL OUR MONEY."Desired Settlement: At this point in time I simply want my remaining account closed and I want NOTHING further to do with this bank except to make people aware of the tactics they take to get your money. I want the overdraft fees and the dormant fee reversed and they can keep the lousy 2 dollars and change that SHOULD have been in there. I think its CRIMINAL that they can just take peoples' money that way.

Business

Response:

I am responding to a complaint from [redacted] in regard to a dormant fee and continuous overdrawn fee. In the Account Disclosure it states, “If there is no activity on the account for 8 months or more, there will be a $5 monthly dormant fee”. As a customer courtesy the bank has re-credited the continuous overdrawn fee and brought the account to a $0 balance. The bank has also recorded the account as closed, as you have requested. We apologize for the inconvenience this has caused.