Guaranty Bank

Review: I paid off our 2nd mortgage through Guaranty Bank on 11-06-2013. I called the next day to see how long it would be before we received the Deed of Reconveyance letter to release the deed. I was told 15-30 days. After about 35 days, I called back as I had not received the paperwork. I was told that it was already sent. I had received a paid-in-full letter, but not the Deed of Reconveyance. I was told that this was sent directly to the county courthouse and it wouldn't come to me. I told the CS rep that we are selling our house and he assured me that we could go ahead with the sale as the paperwork had been sent over a week ago and everything would be cleared with the county. On 12-11-2013, my husband and I, along with the couple that is buying our house, all took the morning off of work to meet at the courthouse and sign the title over...except we couldn't because they had not received the paperwork from Guaranty Bank that we were told was completed. Frustrated, I called the company and asked to speak with a manager. The CS rep hung up on me. I called back, was on hold for 20 minutes, then a different CS rep answered...and hung up on me. I called a third time, waiting on hold for another 20 minutes, then finally got a rep that didn't hang up on me and transferred me to a manager. The manager made it very clear that she didn't have any concern over my problem and continually told me that it takes up to 60 days for the paperwork to be filed. When I told her that the CS rep told me to go ahead with the sale, she simply said, "Well I'm sorry they told you that." I asked if they could expedite the paperwork and she said, "We don't do that." I explained that it took our other mortgage company THREE days to complete all of the same paperwork and she said, "I can't speak for other companies. It takes us 60 days and it usually takes all of that time." I pleaded with her and told her that we need this house sold before the end of the year and she was silent. She simply told me, "There's nothing I can do to help you." She also told me she is the only manager in the Customer Service department and that I couldn't talk to anybody else.Desired Settlement: I would like the Deed of Reconveyance paperwork filed immediately.

Business

Response:

12/23/2013 -

Review: On 5/31 a check was cashed again from 5/24. [redacted] had scaned my old [redacted] check # [redacted] a second time with [redacted].'s Check over mine for $406.39. The check said it was returned on the photo in my statement,(Return Reason_E Unable to Locate Acc) but the money was still taken out of my account overdrafting me. I want my $406.39 back in my account and the overdraft fees of $35Desired Settlement: I want my money and fees paid back

Business

Response:

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

to a check which [redacted] scanned in error which resulted in $406.39 being

withdrawn from your account on 5/31/14.

Review: On October 2013 I received a statement on my second mortgage statement stating my next payment was due on January 7, 2014. This was correct as I have always been 2 payments ahead on my loan with this organization. I always continue to make a monthly payment with Guaranty Bank as I like to stay two months ahead. On November's statement it stated my next payment was due December 7th, 2013 and this was after I made another payment in October and November. Then I received my December statement stating my next payment was due January 7, 2014. I called Guaranty Bank on 12-3-2013 to discuss my concern on where my extra payments went. I was advised they switched computer systems and the billing was messed up and they would send it to accounting to resolve the issue and assured me they would call me back in 48 hours. 72 hours later I called them back and this time they advised me there was a concern created and they would call me as soon as it was resolved. I waited until 12/11/2013 and emailed them my concern, included all of my receipts of payments from 2011 until current along with the statements they mailed me . They responded to me that they had escalated my concern and I would have resolution in the next 48 to 72 hours. I then took it upon myself to send my complaint in writing to three differrent departments with Guaranty Bank so they could have a hard copy of my dispute. On January 6th, 2014 I made yet another call as this situation hadn't been resolved. I was referred to the supervisor who apologized and said he would take care of this issue and he is well aware of the discrepancy and my next payment technically shouldn't be due until March 2014. He assured me I would hear back from him in the next 48 hours. On January 7th, 2014 I received a collections call from Guaranty Bank stating I was a month behind on my payments! You could have fried an egg with the heat coming out of me at this point. I called Guaranty Bank back AGAIN (which mind you, you are on hold for a mininum of 30 minutes before you can speak to an individual) and they advised me the discrepancy was being fixed and the supervisor was handling the situation. I then went on line today and they have corrected the fact I am not a month behind but they still have my two months worth of missing payments not applied to my account. If I counted the hours I spent calling them, it would have to be close to 5 hours with the hold times and I still have no resolution.Desired Settlement: I would like my billing to reflect my actual payment due date isn't until March 2014. This is what my January Statement should have reflected. If they can't reflect that on my billing I would like my $506 refunded to me immediately as it obviously isn't applied to my loan payments, which is affecting my interest, loan balance etc.

Business

Response:

First of all we want to apologize for any confusion and delays in getting this resolved and communicated to Ms. [redacted]. Guaranty Bank went through a system conversion in early November which resulted in some restrictions in the handling of payments for Daily Simple Interest loans. Under our previous system, we were able to accept and apply payments that were prepaid. This, if requested by the customer, would allow for the due date to be advanced if payments were prepaid.

I was unaware Netflix would "hold" more than I was paying for my movies. Because of the pending charge, although my balance was 1.78, it showed an available balance of -1.08. This caused an Overdraft fee of $37 to be assessed to my account. The next day when the charge dropped off and the lesser amount posted I was charged an additonal Overdraft fee of $37. When I explained to the local branch manager that it was not reasonable to assess $74 in Overdraft fees for funds that were released back to the account, they explained they couldnt reverse the fees because of revenue lost by waiving fees. It was an expensive lesson but I'm staying away from grocery store banks. They DBA Best Bank here in Georgia so please dont be fooled.

Review: I have been charged all sorts of $5.00 charges for no legitimate reason. I first contacted your phone operators on 12/23/13, 12/27/13, 12/28/13, 12/31/13 and 1/3/14. Each time the wait was over 15 minutes so I could not stay on hold. I eventually got through, and the operator told me I was charged for a “change of address” fee. I told her I had not moved in about 12 years and she said she would take care of the charge.

I again saw the charges this summer, so I went to the [redacted] branch inside Pick’n’Save in the [redacted] shopping center in late August of 2014. The person who took care of me said he would look into the problem and would personally call me to update me on the situation. I left my phone number. I have never heard from anyone at that branch.

Since no one called me from the [redacted] branch, I went to the branch near my apartment in [redacted]. The branch is inside a Pick’n’Save on [redacted]. Again, a teller told me they would research the charges and call me back. I left my phone number. I have never heard from anyone at that branch.

I have not moved in over 10 years, and the fact I would be charged for doing so is outrageous. I feel these $5.00 charges could go back years. If so, I expect a 100% refund for every charge.

Here are my requirements:

1. An immediate refund of all $5.00 charges to my account. Since you will likely need to conduct significant research, I will require a phone call from someone in the Office of the President to update me on the exact steps that are being taken to satisfy this requirement if it cannot be completed immediately.

2. A letter that is mailed to me from the office of the president that explains why I was not called back from either the [redacted] or [redacted] branches.

3. A letter that is mailed to me from both the [redacted] and [redacted] branches that explains why I was not important enough for them to fulfill my request.

The last time your company completely dropped the ball, I was eventually routed past numerous people who could not solve the problem and wound up in the office of the president. I highly encourage you to review the notes of that interaction because the callousness with which I have once again been treated by Guaranty Bank is disappointing.

If my above requests are not satisfied by Friday, September 12th, I will permanently close my account and will never do business with your company again. I am in the process of buying a house, so I won’t be able to actually close the account on 9/12/14, but that is the day I will make the decision. Afterwards, I’ll just wait until after my closing date and then close my account.

Just like last year when I filled out a complaint, the speed and result of your actions will speak volumes about how much you would like to keep my business. Based on how long the last request took, I do not anticipate being a Guaranty Bank customer after 9/12/14.Desired Settlement: I have been charged all sorts of $5.00 charges for no legitimate reason. I first contacted your phone operators on 12/23/13, 12/27/13, 12/28/13, 12/31/13 and 1/3/14. Each time the wait was over 15 minutes so I could not stay on hold. I eventually got through, and the operator told me I was charged for a “change of address” fee. I told her I had not moved in about 12 years and she said she would take care of the charge.

I again saw the charges this summer, so I went to the [redacted] branch inside Pick’n’Save in the [redacted] shopping center in late August of 2014. The person who took care of me said he would look into the problem and would personally call me to update me on the situation. I left my phone number. I have never heard from anyone at that branch.

Since no one called me from the [redacted] branch, I went to the branch near my apartment in [redacted]. The branch is inside a Pick’n’Save on [redacted] and [redacted]. Again, a teller told me they would research the charges and call me back. I left my phone number. I have never heard from anyone at that branch.

I have not moved in over 10 years, and the fact I would be charged for doing so is outrageous. I feel these $5.00 charges could go back years. If so, I expect a 100% refund for every charge.

Here are my requirements:

1. An immediate refund of all $5.00 charges to my account. Since you will likely need to conduct significant research, I will require a phone call from someone in the Office of the President to update me on the exact steps that are being taken to satisfy this requirement if it cannot be completed immediately.

2. A letter that is mailed to me from the office of the president that explains why I was not called back from either the [redacted] or [redacted] branches.

3. A letter that is mailed to me from both the [redacted] and [redacted] branches that explains why I was not important enough for them to fulfill my request.

The last time your company completely dropped the ball, I was eventually routed past numerous people who could not solve the problem and wound up in the office of the president. I highly encourage you to review the notes of that interaction because the callousness with which I have once again been treated by Guaranty Bank is disappointing.

If my above requests are not satisfied by Friday, September 12th, I will permanently close my account and will never do business with your company again. I am in the process of buying a house, so I won’t be able to actually close the account on 9/12/14, but that is the day I will make the decision. Afterwards, I’ll just wait until after my closing date and then close my account.

Just like last year when I filled out a complaint, the speed and result of your actions will speak volumes about how much you would like to keep my business. Based on how long the last request took, I do not anticipate being a Guaranty Bank customer after 9/12/14.

Business

Response:

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

mail fees. There was mail returned by the post office in error and a return mail

code was placed on the accounts. The bank has refunded all the return mail fees and we apologize for the inconvenience and service issues you experienced. Your savings account has received a credit for $50 and your checking account has

received a credit for $80. We have also taken steps to ensure this does not

happen again. [redacted], [redacted], has been trying to reach you by

phone to apologize and to let you know that we appreciate

your business. She has not been successful in reaching you.

Consumer

Response:

I have still not heard from the [redacted] branch.

Business

Response:

I apologize that you did not hear from [redacted] of the [redacted] branch. She is out of the office until tomorrow, Tuesday September 30th and I will follow up to ensure you receive a call on Tuesday.

Review: I Have been with Guaranty bank for about 15 years, and have NEVER bounced a check , had an overdraft or account issue. I am disabled, so my income is entered electronically. At the end od december 2012 I had gone to a local business, used my credit/debit card and found it was declined. I went home and found I was aprox. $30 in the negative...impossible as I had not left the house in 4 days as we had a blizzard type snow fall and were not advised to drive had we not needed to, and made no on line purchases. When I got out and went to my local branch I showed up with my ledger and all my math, and no errors were made on my end, actually I was ahead at least $5. They saw what I did at my local branch and was told to "go home and check my math back to july". Well I did for grins, and I would have found an aprox. $168 missing from my account in the 4 days it had just been put in from social security. Then it skipped january, and but then it happened again in february, and SAME thing, aprox. same amount missing at the end of the month again. I was NEVER told about filing an afadavid of fraud, or I certainly would have, yet in record it saod it was told to me, and an added part of the story about something about someone possibly getting my info from my purse????? It's never out of my sight, and I NEVER would give out my account number verbally, I ALWAYS wrote it down. So I opened an account at at different bank and had social security provide their watch. I only left in $3 and some odd change as to not have any more money missing that would not be paid back. I had a cervical spinal procedure done that also involved a number of cortizone injections I was sedated for. I was not supposed to drive and was in a ton of pain and still am. I wrote out my rent check on the old account at GB as the next sequence of checks were the same. OK my mistake, one in 15 years that cost $37 to whom the check bounced, another to GB,then it goes up when a bal. is neg, after 5/7 days. No help was offered with my missing$Desired Settlement: Replacement of the money that went into the negative, when they could see all my math was correct, all my purchases matched what they had in their system, and that it happened TWICE at the end of dec. and feb. when it was about a 4 day window, the money was JUST GONE. No withdrawls on my part, no checks or hacked into computer accounts.....just GONE from this bank with NO record of it, YET, I was clearlr in the negative. I was physically sick and upset for days after this had happened TWICE.

Business

Response:

I am responding to a complaint from [redacted] in regard to a bounced check and overdraft fees. Your account ending in [redacted] has had no activity from April 19th, 2013 until the check for $317.30 tried to clear on 9/5/2013 and the balance was $3.28. The check was returned and you incurred overdraft fees and a consecutive day overdrawn balance fee. The bank refunded a $37 overdraft fee on 9/9/2013 and the $36 consecutive day overdrawn fee on 9/19/2013. You closed your account on 9/20/2013.

[redacted] from our Customer Service Center spoke with you by phone. The branch has also worked with you and they were not able to find any missing funds from your account, everything matched up. Any error or unauthorized transaction must be reported to the bank within 60 days of the statement date on which the error or unauthorized transaction occured. I do not show any transactions being reported to the bank as an error or unauthorized.

The fees charged for the check return were credited to your account ending in [redacted] as a customer courtesy.

Business

Response:

Several of our employees have spoken with [redacted] and she has not been able to identify any transaction(s) that were unauthorized. I will send her copies of her December, 2012-March 2013 statements so she can review the statements and her checking register to see if there are unauthorized transactions or to find where she is off. If you have any questions please contact me, [redacted], Guaranty Bank Compliance, at ###-###-####.

Consumer

Response:

I have the statement sent to me already. It was given to me when I went in to report the money missing, so I went throught it all and I had what the bank had. The sosial security that was put in at the end of the month, BOTH times in december 2012 and february 2013 was missing within days of being deposited. I went back in statements and my ledgers, adding and subtracting and I had no mistakes. That was confirmen nothing was on my end with teller [redacted] and [redacted], going over all I brought it. I am not doing it again and getting mysels all upset. It is how OBVIOUS that SOMETHING went on with my account to be missing money twice, at the end of those two months right after my SS was deposited, and after no mistakes EVER in all the YEARS I was with guaranty bank. And then NOT inform me of the fraud form I could have filed. I did with social security. Then I get the overdraft besides the first time it happened in december. I had no idea til I went to use my card at [redacted] and it was declined. I had NO KNOWLEDGE OF being told anything, and I would think I should have after having the good history. I am still owed this missing money that put be in the negative.That, is the right thing to do, anyone could hear this story and know there was fraudulent activity on my account. I deserve my money back.

Review: I had a business checking account at Guaranty Bank, account number 10805109. Due to an oversight, the account was overdrawn in late March. I received a letter in early April, asking me to call the bank at ###-###-####, which I did. A female agent there told me that if I were to “get the account up to date within a month or so, they would be willing to remove some of the fees”. I told the agent I would try to get the account paid as soon as I could. The agent never gave me a ‘deadline’, and gave me the impression the bank was willing to work with me to get the account in good standing. NONE of the letters, nor the agent said anything about the account being subject to being closed by the bank, or threat of being listed with “ChexSystems”. I have all letters from the bank. In fact, the agent agreed to me making payments on the account (the letter I received stated I could get a “Fresh start repayment plan”). As of today’s date, I had made several payments on the account, and was going to pay the remaining balance in the next few days. I received a letter dated 5/9/16 stating because the account had a negative balance for 60 days, they were closing the account, and reporting it to ChexSystems. This was without warning, as NONE of the previous letters stated this, nor had the agent I spoke with even mentioned this. Everything gave me the impression that this bank was working with me on getting the account resolved. I called the bank today, in response to the most recent letter; the male agent I spoke with was apathetic and rude. I am really shocked that this is how a business would treat a customer they have had for over a decade. I have no problem with paying the remaining balance ($295.38, which I had paid down from $638.98. One hundred dollars of that balance is banking fees),or the account being closed (I’ve made many complaints about Guaranty Bank in the past not being consistent or up front on their policies, and advertising falsely), however, for them to report this to ‘ChexSystems” is completely out of line (I had a payment arrangement, and there was no warning).Desired Settlement: Withdrawal and reversal of any negative reporting to ChexSystems or other CBR

Business

Response:

Guaranty Bank is responding to a complaint we received in reference to your business checking account [redacted]5109 which was closed with monies owed on 5/9/2016. [redacted] our Senior Vice President of Operations spoke with you by phone in regard to this complaint. The Account Disclosure that you received when the account was opened provides information on when an overdrawn balance account is closed: Repaying an overdrawn balance If your account is overdrawn, you should bring that balance positive as soon as possible so you can avoid the Continuous Overdrawn Fee. If your account remains negative for 60 consecutive calendar days the bank will close the account. We do not show that a payment arrangement was made but you did make deposits to reduce the amount owed. As a customer courtesy the bank has provided a courtesy overdraft reversal of three $37 overdraft fees and you made a deposit to the account for the remaining balance of $184.38 on 5/18/16. Your account is paid in full and the Chex record has been removed.

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,

After having two accounts (savings and checking) with Guaranty Bank for the past 5 years and maintaining balances in excess of $20,000, Guaranty refused a deposit from me for $50 - for a money order. I had made similar deposits fairly regularly over the past few years with no incident. The amount was covered in the target account for over 20 times the face value of the transaction. The reason which had never existed before was that the money order recipient name was not mine and therefore the money order could not be deposited (even though endorsed by the payee).
1. the rule did not exist prior to March 15, 2016 and/or had never been enforced.
2. there was no offer of a solution.
3. there was no "I'm sorry".
I immediately closed both of my accounts with Guaranty Bank. An account I can't deposit into is worthless to me. There are some banks that actually do have customer service.

Review: I moved to Texas in August 2015. Best Bank sent me a notice in August stating that I owed them $9.91. I sent them a money order on 9/18 for $9.91 to close the account.

I received another from Best bank on September 30, stating that my account still had a negative $10.00 because it was still opened. I spoke to a Mrs Eorneilo, in customer service. He told me that my account was still open. He told me if I paid the $10.00 my account would be zero. I advised me that I had to come in and close out the account. I advised him that I lived in Texas and I could not close out the account in person. He said that he would close out the account. I paid by credit card to close out the account. He gave me a reference number 95151528. I thought everything was done. Today (10/22) I received another letter stating that I still owe them another $10.00, stating that my account was still open. I called and talked to several people trying to resolve the issue. I finally talk to Mr. Sinclair (EM#65355?). He stated that I could only close the account by sending a notarized letter stating that I closed my account plus another $10.00. I will follow his instruction but I think his company is wrong

Business

Response:

Guaranty Bank, which does business as BestBank in Michigan

and Georgia, is responding to the complaint from [redacted]. The customer was given correct information in

regard to the notarized letter for the account closing. As a customer courtesy,

on October 26, 2015 the Bank refunded the $10.00 service charge that was

assessed to the account ending in 3201 on 10/11/2015 and the account was coded

as closed as requested by [redacted] in the Revdex.com

complaint. We apologize for the inconvenience this has caused.

Consumer

Response:

Review: Would like to close credit builder because bank repeatedly will not take payments out of linked account and reports the account as late.

Product_Or_Service: Credit Builder

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Would like to close account and receive all funds paid into the account.

Business

Response:

Guaranty Bank is responding to a complaint from [redacted]

[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”.

Review: I deposited a check via tyme machine on November 16th, 2013. It has yet to be deposited. I later found out that they do not allow a third party check. It was written out to my son, but our son lives abroad and told us to just keep the check. We are not on his account but have deposited money in his account numerous times so he told us to just keep the whopping $30.00 check. When I called they told me this but insured me that the check would be sent to us within the next 2-3 weeks. Well, it is now going on 2 months. It is not the check amount so much but the thought that we can't trust their banking practice and if they can't handle a small issue such as this, what would they do with a real issue. We were promised by two different CS reps that someone would be contacting us. This did not happen. We will be switching banks as soon as I research to find a new one in our area.Desired Settlement: I would like the check returned to us as promised and an aplology for the time wasted on following up on this. What point is a CS department if the customer has to do the leg work for it.

Business

Response:

I am responding to a complaint from [redacted] in regard to an ATM deposit. In researching the ATM deposit we found that the option chosen to deposit the check was a non-supported option of “payment enclosed”. We were able to locate and process this deposit and the account was credited $30 on 1/3/2014. We apologize for the time it took to find this deposit and the customer service issues you encountered. These issues are being addressed by the bank.

Review: I have a business account. I went in to get a cashiers check, I asked how much it would cost. The lady told me nothing. I look at my online statement and I see a $8 fee for a cashiers check... so I called in to inquire about the charge. A very rude lady refused to help me. I hung up the phone extremely dissatisfied. Later on I look and see an aditional $6.75 fee for "analysis" of my account... what a scam. I never authorized this company to charge me $8 for a check nor did I authorize them to analyze my account. I simply called into complain and the unhelpful rude employee decided to stick me with another fraudulent charge just to show me whos boss. This is fraudulent activity. I was never told my account would be charged either of these fees. I want my money back and I do not want any more charges without my knowledge and consent being automatically withdrawn from my account. You are a bank that is supposed to protect my money, not steal it.Desired Settlement: I want all these hidden unauthorized charges removed from my account immediately. I want my money returned and I do not want you to ever bill my account without first notifying me of charges and then getting authorization from me to take money out of my account.

Business

Response:

Guaranty Bank is responding to the complaint from [redacted] in regard to fees assessed on an account. The bank strives to provide excellent service and when that does not happen we take prompt action. I want to thank you for bringing the issue regarding the $8 fee you incurred for the cashier’s check to our attention. This fee has been refunded. The other fee to which your complaint refers, however, is a cash processing fee. As described in your business account disclosure you received, a cash processing fee is charged when a business deposits over a certain amount in cash within a statement cycle. In other words, you can avoid this fee by depositing less than that amount of cash. If you have any questions about fees that may be assessed on your account, please refer to the rate sheet on the last page of your business account disclosure.

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: Guaranty Bank changed providers for their online account access, and part of the new online service is that business checking accounts must register an additional account to download transactions into QuickBooks.

The old website offered QuickBooks transaction downloads using what Intuit calls "Web Connect". It involved going to the Guaranty Bank website and entering a date range, and then clicking a button to download a QBO file, which then could be imported into the QuickBooks desktop software.

Guaranty Bank emailed a document before this switchover occurred giving instructions on how to import transactions using their new online account system. A PDF version is available here: [redacted]

It said that there would be two different ways of getting transaction data into QuickBooks: 1) Downloading the transaction data as a QBO file through their QuickBooks Online Access system (which is the new, separate, account from the normal Online Banking system) and 2) Using what Intuit calls "Direct Connect", where you would provide your login information within the QuickBooks desktop software to download the transactions directly without the intermediary file.

This is where the problems start. The directions to download the QBO file give steps to click a link that doesn't exist in either the Online Banking or the QuickBooks Online Access ("Click “Show more options” under the General Search Options header"). The Direct Connect option doesn't work either, because Intuit seems to have the wrong bank information from Guaranty Bank. The documentation that Guaranty sent has instructions to search for "GuarantyBank-BestBank Commercial" in the Bank Feeds setup from within QuickBooks, but that bank entry is set up for Web Connect (file download). The old entry is now renamed to "zzz-Guaranty Bank FSB WI" and shows that it's configured for Direct Connect, but gives an error about not being able to connect to the bank when selected.

I tried to resolve this issue through the customer support phone number, and it has so far involved over a dozen phone calls. Most of the representatives have no idea what I'm talking about, and the ones that seem to have some sort of glimmer of understanding insist that I call Intuit, saying that it's a problem with QuickBooks when it's clearly Guaranty's instructions and website that are having the issues. I've tried talking to supervisors, one of which transferred me to the Intuit customer support line. And finally I tried calling my local branch to speak to a supervisor, who called me back to give me a number to call which ended up being the support line for their online bill payment software.

Finally I spoke with a supervisor at the online banking support number who acknowledged that it was an issue between Guaranty Bank and Intuit, and she was going to look into the problem. That was over two weeks ago and I haven't heard anything back.

I've been a customer of the bank for almost 10 years with my personal checking account, and now over two years for my business account. I've heard from many of my friends the horror stories about Guaranty, but I always stood up for the bank explaining how I've never had any problems. But the total incompetence and terrible attitudes from the support representatives that I experienced are giving me insight into where the issues might be. Heaven forbid that I had an issue with a mortgage.Desired Settlement: The end of the year is approaching, and I need to reconcile my business accounts. If Guaranty wants to keep me as a customer after the new year then someone needs to call me back with a fix.

Business

Response:

We apologize for the issues you have been experiencing with downloading transactions to QuickBooks and also for the service issues you encountered. [redacted] has called you by phone and worked with you to ensure you were able to download your transactions. You were not able to download your transactions because a setting needed to be changed. If you have any other questions or need further assistance please call [redacted] directly 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.

rude and nasty people who lose your deposits work at this location and look at you like you have a problem and you k now you made a depositor cashed a check against your account and now that money is missing. This location has no customer service this is a second rate bank and hire second rate people. You can never get in touch with lloyd the regional manager, what a joke so you can report these itiots and incidents. They cover it all up will this time you have gone to far while you protect your employees who make deposits dissapear and get smart with you and your finance over the phone. I am closing my accounts I hope you go out of business.

Review: On February 20th I was wrongfully charged $15 overdraft charge from guaranty bank on ckacct [redacted].

On February 20th I was wrongfully charged $15 overdraft charge from guaranty bank check account ending in [redacted]. On February 19th I checked my account ending in [redacted] and it had a positive balance of $24.00 with a deposit of $100 posting that next morning on February 20th. Please note that I have signed up for Guaranty bank alerts for balance, overdrawn, etc. Well at approximately 2 am I received a text for an overdraft fee of $15. I immediately called customer service the next morning 2/20 and the $100 ddp posted as well as the system pulling additional money for overdraft. I couldn't believe that in the middle of the night guaranty bank would charge me $15 in overdraft fees when there is nothing I could have done because the bank states that any transfer after 8pm will not post until the next business day 2/20. If my account was in good standing at 8:30pm why would guaranty charge me all these fees in the middle of the night when I have no idea my account was in the negative :(Desired Settlement: Credit the $15 transfer charge back to my checking account ending in [redacted].

Business

Response:

Guaranty Bank is responding to a complaint from [redacted] in reference to a $15 overdraft transfer fee. Our records indicate that [redacted] requested the Overdraft Protection Transfer service on her account. This service transfers funds from an account designated by the customer to cover overdrafts at a cost of $15 per transfer. On 2/19/15 the account was overdrawn. The Overdraft Protection Transfer service transferred funds to cover the overdraft amount and charged a $15 transfer fee as disclosed. If the customer did not have the Overdraft Protection Transfer service, a $37 overdraft fee would have been charged. The service worked as disclosed and the customer was not wrongfully charged. The deposit of $100 that was referred to in the complaint did not post until 2/20 and the transactions which caused an overdraft situation posted 2/19. [redacted], from our Customer Service Center, conveyed this information to the customer by phone. She also let [redacted] know that she can cancel the Overdraft Protection Transfer service at any time.

Consumer

Response:

Refund was not issued. I had no way of knowing my account was in the negative. If I would have known I would have transferred the money myself to avoid paying a transfer charge. When I checked my account it had a positive balance at 8pm with a $100 deposit pending the next day.

Business

Response:

The transaction that brought the account negative was a check for $40.00 that cleared on 2/19/15. You would not have seen that transaction in your history until it cleared. There was not enough in the account to cover that check. The transfer of funds allowed the bank to pay that check. If you did not write this check, please contact us at ###-###-####.

Review: Guaranty bank charged me extra overdraft fees of $111 to my account for purchases made 2 to 3 days before my last ATM transaction yesterday Nov 6th. I was expecting 700 dollars into my account today as my daughter was sick and borrowed money to buy medications and food. I was only supposed to be charged one overdraft fee for the ATM withdrawal of $160 made on the 6th. The bank says because paid funds from my debit card was pending for those number of days, I still have to pay overdraft fees for them? The bank would not credit the extra $111 charged when I brought this matter to them. I take responsibility for the overdraft of t not for purchases made 2-3 days ago. I was positiDesired Settlement: The bank needs to credit back $111 back to my acct for the pos transactions.

Business

Response:

I

am responding to a complaint from [redacted] in reference to overdraft fees she

incurred. [redacted] from our Customer Solution Center worked with [redacted] on this

issue.

Review: THe company used improper accounting practice to charge me overdraft fees.Desired Settlement: I want those overdraft fees waived and I want my chex system report corrected.

Business

Response:

I am responding to a complaint we received in reference to “improper accounting practice to charge me overdraft fees”. You indicated you wanted overdraft fees waived and your chex system report corrected.

Review: Hello I have been a good and faithful customer of Guaranty Bank for over a year. This past summer I ran into some hardship where I became unemployed. I had to cancel my debit card because I knew I would not have the funds coming in. During this time I had a little bit of money left in my bank account which I figured will leave the account open until I find employment again. This past week I logged into my account to see that I am -255.02 due to returned item fees. This I don't understand because I had canceled my debit card so nothing would have gone through and I don't have anything set up to automatically withdraw. I stopped by my local branch to see if they can waive of some these fees so I can get my account back in good standing but they were unable to help me and refer me to call customer retention at ###-###-####. I called customer retention and was told they were unable to do anything for me either and that I needed to stop by my branch. I am getting the run-around and seems no one is able to help me resolve this issue.Desired Settlement: I would like for someone to work with me and help me waive some of the returned item fees. I just started working part time and cannot afford extra expenses. Instead of having this escalate to an outside collection agency I want the bank to work with me so that I can start using my bank account again.

Business

Response:

Guaranty Bank is responding to a complaint

from [redacted] in regard to her account which became overdrawn due to having

insufficient funds to cover Planet Fitness and Paypal transactions. These

transactions were returned and return item fees were assessed. We thank [redacted]

for contacting us in regard to the balance owed on this account.[redacted]

from our Loss Prevention area worked with [redacted]. She agreed to deposit $50 in

the account and the bank would forgive the remaining amount owed. The $50

deposit was received on 11/4/15 and the account is now closed with a $0

balance. Unfortunately this account cannot be reopened but [redacted] can go into

any of our branch locations to open another account and we would love to have

her back as a customer again.

Consumer

Response:

11-5-15

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I want to personally thank [redacted] for reaching out to me in such a timely manner, and for helping me resolve my issue so quickly. He has been very helpful and understanding of my situation and was able to help me take care of the issue. I am happy to say I will be returning back to Guaranty Bank in the near future.

Regards,

Review: I made purchase at West Allis Liquor for $7.00. Store was having issues with credit card machine and rejected card. The employee ran again but in error put in $700.00. Which rejected again. Somehow both these charges went through my check card. This over drew my account, which only had a little over $500.00 in it. Not knowing this happened I made a couple of other purchases. This happened on 11/10/2014. Then on payday, 11/14/2014, I ran errands and made several purchases. All in all I was charged 12 overdraft fees of $37.00 each totaling $444.00. I spoke to owner of store and she immediately refunded my check card when I brought in online bank statement. Per my bank this was not enough proof that this was an error and needed statement from store staying that this was an employee error and that refund was not due to a returned item. Owner of the store was very helpful and wrote letter for me. When I took all my papers into bank the assistant manager stated that they were not going to reverse the overdraft fees and that I should get the $444.00 from the store. I was told by assistant manager, [redacted] ###-###-####, that reversing these charges would jeopardize my future account with them. She also told me to get a lawyer to suit store, if I had "that type of personality".

My complaint is that the bank should not be making such a huge profit off a human mistake.They could very easily reversed the charges and no harm done. The bank shouldn't have let these charges go through since I did not have that much in my account but instead allowed 12 insufficient charges go through and now made a profit of $444.00.

Also, if they did this to me, how many other customers are they making a profit by allowing that many overdrawn transactions? I have been with bank for over 10 years and I understand that we all make mistakes and I have paid my dues since I was at fault. But the bank has never allowed this many overdrawn transactions ever.

I would like these charges reversed by the bank and my account credited.Desired Settlement: To have bank reverse these 12 charges and return my $444.00. To never be allowed to profit that much money from their customers.

Business

Response:

I am responding to a complaint from [redacted]

[redacted] in regard to a debit card transaction error and overdraft fees due to

this error. We apologize for the service

issues you experienced. We have shared these issues with our Service and Branch

Management so the issues can be addressed.

Review: To date we have not received our 1099 IRS form. We have called multiple times, and have even spoken to managers. All they will tell lus is "it's in the mail". It's been over a month and we're still waiting. I have business taxes to file and have a deadline with our accountant which is coming up very quickly. Guaranty Bank employees just don't care it appears. Nothing motivates them to send out a simple form. We were told by our local branch in [redacted] to come in and pick it up, by [redacted], [redacted], but when we spent time and gasoline to pick it up, we were told it has to be sent to us. This is a federal requirement which Guaranty Bank is refusing to send us, not a copy of a bank statement.Desired Settlement: We need to have this form sent immediately and over nighted if necessary

Business

Response:

I am responding to a complaint from [redacted] in regard to not receiving her 1099 IRS form. We apologize for the service issues you encountered and that you did not receive the form which was mailed. The 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 issue. She confirmed that a copy of the 1099 IRS form was mailed and you indicated that you received the copy. She also confirmed that another original 1099 IRS form was ordered and mailed on 3/2/15. If you do not receive this original form, please contact [redacted] at ###-###-####. Again we apologize for the inconvenience this has caused.