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Guaranty Bank

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Reviews Bank Guaranty Bank

Guaranty Bank Reviews (182)

Review: I was told by one of the tellers at the bank that if I ever over-drafted my account, as long as the funds were deposited on the same day, no overdraft fee would be incurred. Because Best Bank's ATMs are not yet up-to-date and they do not offer the feature in which you can deposit money into your account immediately, I was told that if I put the money into the Best Bank Nightly Deposit drop box after hours so that it was received first thing in the morning this would keep me from being charged the $37 overdraft fee, so that is exactly what I did. On the following day when I saw that I had been charged the fee I called the Customer Service Help Line. The first girl that answered the phone was extremely rude and did not even listen to my explanation which was clear by her response, so I asked to speak to a Supervisor- [redacted]- who basically told me that there was nothing that she could do and that it was up to me to track down the person who gave me this "misinformation" and then the [redacted] could decide whether or not he would take care of it. After that call ended I decided to call back and speak to her supervisor because I felt that it was unfair that I had been told something by a Best Bank representative and they expected me to take more time that I do not have (especially when I already expressed to [redacted] that my schedule and the location hours conflict with one another) to find the person who told me this so that the problem could only possibly be rectified. When I called the second time [redacted] answered and I asked to be transferred to the supervisor. After placing me on hold for a few minutes, a different supervisor, Edward, refused to speak to me and said that he would simply send an email to the branch manager. This bank does not know how to treat people! I have been customer with them for many years and after this I have reached my limit with the poor level of service that they provide customers.

Product_Or_Service: BankingDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like BOTH overdraft fees removed from my account- the first one because I did as I was told by the Best Bank representative and the second because of the horrible service that I received.

Business

Response:

I am responding to a complaint from [redacted] in regard to a night deposit and an overdraft fee. Our records show that a preauthorized withdrawal for $363.35 brought your account negative on 11/10/2014. Transactions are processed and overdraft fees are assessed during nightly processing and your deposit needs to be in the account and available prior to nightly processing. The bank paid this item instead of returning the item and charged a $37 overdraft fee as disclosed. You placed a deposit in the night deposit after hours on 11/10/2014 and this deposit was posted the next day 11/11/2014 after the overdraft fee had been assessed. As a customer courtesy we have refunded the $37 overdraft fee and we have also refunded the continuous overdrawn fee of $36. The two fees have been credited to your account.

Review: On 8/8 I checke my available funds online. I have a positive amount and used my card as a debit twice. A charge for 2.53 went through my account supposedly after a credit charge had placed a hold on my account. The debit transaction apparently made my available balance less than $2 when the $2.53 was processed. The $2.53 should have been processed over 8 hours early. They delayed processing the debit charge until after they I used it for a credit charge. This is the second time in a month I have had this issue. Ultimately I had a direct deposit go through before the credit transaction ever cleared my account. My account was never negative but I was still charged a fee of $35 for "non sufficient funds." I spoke to 2 desperate people including a supervisor who declined to refund the $35 because they pulled a similar stunt a month ago and agreed to refund some but not all of my charges.

Guaranty bank repeatedly reorders customer transactions in order to charge them NSF/Overdraft fees and is unwilling to admit that they process transactions from high to low, in order to rip to customers off. I have used this bank for at least 6 years and have only had this problem with in the last month. Last time this happened they even told me that deposit and withdrawals go through first. My deposit did go through first but I still was charged for NSF.Desired Settlement: All I want is my $35 refunded to my account. Even though I never overdrafted, the account still says NSF/Overdraft Fee. I will also be filing a complaint with the CFPB.

Business

Response:

The $35 overdraft fee was charged due to a debit card hold on your account. The bank processes transactions as they are received from the merchant and we process them in date/time order. As a customer courtesy the bank has refunded the $35 overdraft fee on 8/28/13. You can opt out of the overdraft service for ATM and everyday (non recurring) debit card transactions. When you opt out these transactions are declined when you do not have available funds but no overdraft fee is charged. You can opt out by calling ###-###-####, Option #, via the Overdraft Information tab in Online Banking or at any branch location.

Review: Guarantee Bank (GB) holds second mortgage on my home. Husband and I are approved for HARP refinance on first mortgage through Chase. GB is obstructing HARP refinance by refusing to subordinate over 1% of unpaid principle balance on first mortgage. This means we would need to pay thousands of dollars to close HARP refi. Also, monthly payment to GB has tripled as of May 2014. HARP refi would put us in better position to pay GB (and any other creditors). Senior Loan Processor [redacted] with Chase Mortgage states in writing: "I typically do not encounter anything like this. Not for a HARP Streamline loan especially. Im not sure how it would benefit the customer or Guaranty Bank to require that you bring funds to close. The (HARP) program was created by the government to be a helpful thing, not the cause you to bring funds to close just to move forward.Desired Settlement: The fair reasonable solution that would benefit all parties involved is for GB to subordinate loan.

Business

Response:

We show no record on our system of any contact regarding a request or discussion of a subordination for this customer. We have attempted to contact and have left voicemails at the phone numbers included with this complaint in an effort to determine who the customer spoke with and/or if a subordination is possible. Below is the contact information for the customer:

Guaranty Bank

P - ###-###-####

Business

Response:

We apologize that we did not locate the communication on this account at the time of our initial response to the Revdex.com. As the customer indicated we did end up approving the subordination and forwarded the approval and subordination forms to Chase on July 17, 2014.

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.

Review: On 02/24/2010 my 7 year son and I went into BestBank to open his no cost savings account - We did this at the BestBank location inside [redacted] in [redacted] / On January 31, 2014 we moved and I went to close out his account only to find BestBank had moved from the [redacted] and left no forwarding information for their customers (!!!) On February 06, 2014 after spending many hours tracking down BestBank I found a location about 25 miles across town - I went in a and closed out the no fee child savings account and was told that I had been charged $ 5.00 per month since the opening date of the account (February 24, 2010) and that the information that the branch manager gave us was wrong! I was then given $ 8.68 to close out the account - This account had over $ 100.00 in before bestBank started debiting service charge fees that they told my 7 year old son would never be charged - When I pointed this out to the bank employee that closed out this account he laughed and said that the account never should have been charged a fee(s) and furthermore that he understood bank policy says that after 90 days of inactivity on ANY account that the account is to be closed. BestBank has shown itself to be WorstBank!Desired Settlement: I would ask BestBank to refund ALL of the service charges that were charged to my 7 year old son's savings account and to refund the principal & interest since opening date of February 24, 2010 - Please note my address: [redacted]

Business

Response:

I am responding to a complaint from [redacted] in regard to return mail fees charged on the account ending in [redacted]. The $5 return mail fee is charged each month we do not have a current address for an account. The purpose of this fee is to encourage customers to keep their address current so they receive important mailings from the bank.

Review: There was an overdraft on our account. The check went through at the beginning of the day and the other charges should have been declined as there would not have been enough money in the account as we are opted out of overdraft protection. We are seeking the reversal of the overdraft fee.Desired Settlement: Reversal of overdraft fee

Business

Response:

Guaranty Bank is responding to a complaint from [redacted] in regard to an overdraft. [redacted], our Customer Service Operations Specialist, spoke with you in regard to this issue. He explained that you made debit card purchases, with available funds, which reduced the amount available in your account. When the check cleared there were insufficient available funds but the bank paid the item and charged the overdraft fee. As a customer courtesy the overdraft fee was refunded. [redacted] also reviewed the ways you can keep track of your transactions and available balance.

I bank at Guaranty Bank in Milwaukee. There was a flyer in our latest statement envelope. It Says "Guaranty Bank now offers over 55,000 Surchare-Free ATMs." The catch is that Guaranty Bank still charges a fee. I found this out the hard way by using the Allpoint ATM at my local Target. Nowhere on the flyer does it say that you will still be charged a fee by Guaranty Bank!. The flyer is for the Allpoint ATM network. I find this very dishonest. I hate them.

Had a payment draw from a wrong account. First overdraft in over 10 years. Got a letter in the mail stating I now had $111 in overdraft fees. Tried to login to my online account only to have to call customer service twice to get me in. No way to transfer funds from outside accounts. Went in to local branch who told me that the letter is only a courtesy letter and that they wouldn't be able to reverse the fees. Called corporate and ask what if it was fraudulent transactions. The customer service rep told me that eventually I would notice that my account was negative and could then notify them. What they don't tell you then is that while all this occurs you accrue fees that can't go away. DO NOT open any accounts with this bank. if you do DO NOT open a line of credit or take out their overdraft protection products. If you do and close the account it will have a negative impact on your credit report. Luckily for me I do not have that and will be closing my account on Monday. When I told the customer service rep and the local branch they couldn't care less. Take your money to a place that actually cares about their account holders.

Review: Best Bank suddenly started charging my accont overdraft charges in July of 2015, at the time the account was about six months old and never had any overdraft issues. I swiped my debit card in August of 2015 after a deposit was made to my account, the transaction was declined and I was completely confused. When I called the bank I was informed about three transactions that were covered and three overdraft fees that I was charged causing my account to be hundred plus dollars in the negative. I was shocked how could this be I never signed up for overdraft protection. I put money in my account as needed, therefore if I don't put money in my account I don't use my account. My account is supposed to decline transactions if there are no funds, however Best bank is using their discretion to authorize drafts to my account. Best bank stated that they used their discretion on what they authorized based upon if the customer had previous business with the company. In February of 2015 me and my pet visited [redacted] in East Point Ga at that time I signed up for an early puppy plan for one year. Each time I took my pet into [redacted] there was an issue right down to my puppy being misdiagnosed and me purchasing medication my dog did not need. As a result I complained at the local office and the corporate office repeatedly and never received any contact in return. Each time I cancel the company bills anyway and Best bank drafts my account and then charge me an overdraft fee. I intentionally had customer service notate my account about the previous overdraft charges and then turned the overdraft protection off online as advised by customer service at Best bank. On today both [redacted] and Best Bank have refused to close my accounts and I do not wish to do business with either company. I'd also like to add that I have not received any services from [redacted] so they should not keep charging me monthly,they can mail me an early termination bill. The bank should not cover charges if their are no funds available and the customer definitely turned off the overdraft protection. It's like these two companies are working together to make a profit. I'm being forced to pay a company for less than adequate service for my pet. [redacted] is notorious for not canceling their pet plans when the customer makes that request, I was told I could cancel anytime! !!Desired Settlement: I want my account to be credited one final overdraft fee I want [redacted] to be disputed and I want my account closed with no further contact from Best Bank by phone email or junk mail.

Business

Response:

Guaranty Bank, which does business as BestBank in Michigan and Georgia, is responding to a your complaint regarding a request for a credit of one overdraft fee, a dispute you filed and a request to close your account. [redacted] from our Customer Service Center has spoken with you by phone. Your account has received a credit for a $37 overdraft fee and a $36 continuous overdrawn fee. Your account was opted out of the overdraft program for ATM and everyday (non-recurring) debit card transactions on 8/20/2015 as you requested. When you opt out these transactions will be declined when you do not have enough available funds in your account and no overdraft fee is charged. This does not apply to recurring debit card transactions. The transactions for [redacted] Wellness Plans is a recurring debit card transaction.You filed a dispute on 8/17/2015 in regard to transactions for [redacted] Wellness Plans. An investigation was performed and a response letter was mailed to you on 8/19/2015. You indicated you would contact [redacted] in regard to the recurring debit card transactions.If you would like to close your account you will need to make a deposit to bring the account to a positive balance and then request to close the account at your local branch.If you have any other questions, please contact [redacted] at ###-###-####.

Review: I opened an account in [redacted] on March 20th,2014. I received 7 retention calls stating my account was in the negative and I haven't used the account. After trying to speak to several rude customer service representatives, I spoke with a manager by the name of [redacted] who stated the calls were due to clear coverage. Now with a representative inset the account up with she did not inform me that those funds were coming out immediately and stated that the 25.00 I deposited into the account would be available the following business day. So I did spend approximately 24 dollars and some change. I did speak with [redacted] who is a supervisor in the customer service call center and she stated that she would update the account bring it to a positive .01 balance. As of today I received 3 more calls from retention now stating my account is negative 40.00. I called in to figure out how could my account be negative 40.00 and I haven't used the account since I spoke with [redacted]. After speaking to 2 rude customer service specialist who yelled at me I spoke other supervisor who said she couldn't help and transferred me back to [redacted]'s voicemail. I would like to know how can we get this situation situated, because at this point I'm ready to close my account. If we can get this problem solved I wouldn't mind staying with the bank because I've heard nothing but positive things from friends and family members.Desired Settlement: I would like them to refund all fees that has been assessed on the account.

Business

Response:

I am responding to a complaint from [redacted] in regard to misinformation which resulted in an overdraft

situation. [redacted] from our Customer

Service Center spoke with you by phone in regard to this matter. She processed a refund of the $36 continuous

overdrawn fee. This amount has been credited to your account today. All overdraft fees were previously credited

on April 3rd and you received a $5 credit on April 7th. After speaking with a Customer Service

Supervisor you indicated you understood CLEAR Coverage and wanted to keep this

service. You can cancel the CLEAR Coverage service at any time by calling our

Customer Service Center at###-###-#### or by visiting any branch location. The

bank strives to provide excellent customer service and when that does not

happen we take prompt action. I want to thank you for bringing these issues to

our attention and I also want to apologize for the inconvenience they have

caused. We have informed our Customer Service Manager of your experience so he

can take action as appropriate. We want to let you know that you are a valued

customer of the bank!

Review: On June 18, 2014 I opened a [redacted] account, a brand new product (at the time) that this bank was offering with a representative at guaranty bank the [redacted] location. [redacted] that opened the account is no longer with the company. I made my first payment in July and advised the branch that the installment loan had yet to report to my credit. I was informed that it could take a while to report to my credit. I was a little upset but I let it go as I was informed that it would report to my credit anyday now. I spoke to [redacted] ( the one I opened the account with) about the account as I did not realize that it was so expensive. [redacted] advised me that I would be able cut back on some of the interest by paying the account off faster. I made an additional payment in July and made my Next payment in August. Still the account had yet to report to my credit. After viewing my account balance online and realizing that out of the $75 I had paid so far on the loan my balance was still $946.xx only $56 of it had actually went to pay back the loan. I decided that this will not be a good idea for me. I went in to the branch to inquire about canceling. I was told by a rep that she didn't think I could cancel but I should come back another day when [redacted] was in. I called the guaranty bank hot line and spoke to a representative who advised me that customer service phone line did not know much about the product as it was still fairly new. She advised me that I would need to go into the bank that I opened the account at. I went in to the branch and spoke to the new branch manager about closing the account. I advised him that the account had yet to report to my credit and I would just like to close it. He had me sign a paper and it was done. I received all the money back minus the $18 in fees that I had already paid.

I am in the process of purchasing a home as my credit is still poor (the reason I initially wanted this loan and I was informed that my credit had been affect between 4 to 8 points (depending on the bureau) due to a new account. I immediately viewed my report and right away I noticed that Guaranty Bank had reported that the loan was a 60 month loan that had been opened and closed. It did not report any activity just opening and closing. I called guaranty bank customer service and asked if they could help. The rep advised me that I needed to go back into the branch. She said this product is still way to new to get help over the phone. So I went into the branch. I spoke with the [redacted] I wanted to know how come this account never reported when I was making payments reports so fast and inaccurately when I closed it out. He rudely stated that this was a non negotiable argument as there was nothing he could. I asked him who his boss was and he refused to say I then stepped back away from the counter and got on the phone with the online customer service. While I was waiting to be helped [redacted] then got me on the phone with [redacted] the [redacted] a man who was even ruder then him. I attempted to explain the situation to [redacted]. He advised me that anything that can help your credit could also hurt your credit. I told him that my biggest problem with the situation is that this loan never reported to my credit in the 2months before and it reported inaccurately might I add in a matter of days of its closing. I stated that I believed that this product was designed to help its customers and [redacted] stated it only helps the customers that keep it. It will hurt the ones who don't. I asked him if that was in the paper work and he stated that is something I should know. I told [redacted] that I needed this removed as it was hindering me from getting approved for my home. I advised [redacted] that if he couldn't help me in getting the account removed that I would have find a way of getting it removed. He then asked me was I a betting man .. I said no (not sure what that had to do with anything) he said if I were you I wouldn't bet on getting that removed as it was there to stay. I advised him that I would be contacting the Revdex.com about this matter [redacted] then stated that contacting the Revdex.com would be water under the bridge and would not do anything to help my situation.Desired Settlement: I would like to have this account removed from my credit report and I would like to be refunded all fees that I have paid on this account as it was never reporting accurately and not properly explained by the sales manager. I would also like for Mr. [redacted] to contact me once the account has been removed from my CBR.

Business

Response:

First of all we want to apologize for your experience with [redacted] here at Guaranty Bank. It was our intention to design the program to be helpful and easy to use for our customers. Second we want you to know that we refunded all interest paid on this [redacted] loan of $18.31 to your checking account on September 12. In addition we will be removing the loan from your credit report as you requested.

I would like to complain about the treatment that I was given over the phone when I called to inquire about their services. I submitted a complaint on their website and they have not contacted me in regards to my complaint. I used to highly recommend the bank, but no longer will I be their advocate. I took out an emergency loan and in the midst of me taking out the loan they changed their policy and stated that I was ineligible to take out any additional loans at this time. This took me by surprised because it was the holidays and I was very unprepared for the car accident I had (amongst other things that were going wrong). They kept saying that I was ineligible, but yet a customer service representative at the branch stated that I met all the terms and conditions for taking out a loan. They would not research the problem over the phone because they could not override their system. As I stated before I sent an email to customer service, but have yet to get a response and that is really frustrating. I might not have a lot of money, but I am still a customer of theirs and I feel that they should value their customers.

Review: Guaranty Bank closed my checking account after months of stealing money out of it that I couldn't keep putting back in.They still have me as a loan customer and refuse to cancel it unless I go into one of their branches which is impossible since they are 2,000 miles away from me.They are reporting me as a "delinquent account" to the 3 credit bureaus when I don't owe them a dime, and I can't pay their loan which I don't even have, because they only accept money from someone who has a checking account with them.They took several dollars each month for bank fees, kept running credit card payments to me credit cards that I never authorized, and then when I didn't have the money to cover it, charged me several hundred dollars in bank fees.The loan I signed up for was never a loan; I never received anything from them. They just say I owe them $955 yet on a 1,000 loan, and this has dropped my credit score. Now all my credit card providers are going to cancel me because they think I frauded this ripoff bank. I tried logging into that account right now and I can't. Their site never works. I talked several times for many hours to their customer service and managers, but they have no solution for me.Desired Settlement: DesiredSettlementID: Correction to a credit report

I want Guaranty Bank to quit reporting me as delinquent. I owe them nothing; they owe me for scamming me with fraudulent loan and a banking account that I cannot access.

Business

Response:

Guaranty Bank is responding to a complaint from [redacted] in regard to credit reporting for his Credit Builder Loan. Our records show that the Credit Builder loan was cancelled on June 1, 2015 and you do not owe money on this loan. The bank updated the Credit Bureau record on 6/24/15 so that the loan does not show as delinquent. It can take up to 72 hours for this update to reflect on your credit report. Your checking account ending in 6801 was closed by the bank on 5/14/2015. There were preauthorized deposits made to the account and the deposits exceeded the balance owed, therefore you will be receiving a check for $63.37 by mail for the remaining balance.

Review: My wife and I have many unresolved issues with Guaranty Bank because of; poor communication between the corporate office and its branches, argumentative customer service (in person and on the phone), personnel not trained in the services the bank provides, or how they can fit a consumers' needs. We have specific examples for each and were further frustrated as the phone numbers provided are "generic " and only allow for a Guaranty bank phone representative to be the point of contact between a corporate office or branch and the consumer. My wife and I have other things we like to do in our free time and decided to close our account. This is our frustration put to paper. It should not have to be this difficult.My wife and I set out to close our last account with Guaranty Bank. June 19, 2014 my wife went to the [redacted] south branch and an employee responded that "my manager is not here now, can you come back?" My wife said yes she would shop first. After shopping, the employee asked why we were closing the account. The response she provided has nothing to do with the current complaint but refers to an unresolved issue. She explained that we were robbed after making a transaction at a Guaranty Branch and employees were the only ones with knowledge of the date, time, location of withdrawal, and our recently moved to home address. The transaction also appeared in view through large windows and would not have occurred if an employee or manager would have allowed us to close a joint account and reopen a new account with one account owner. That robbery has nothing to do with this complaint however; and maybe the bank employee should not have publicly inquired. After shopping the employee asked my wife is she wanted cash or a cashiers check for which there would be no charge. My wife took the cashiers check and left for home. On June 25, 2014 we received an overdraft notice. We were being charged $8 for the cashiers check that closed the account. The notice stated that a one-time $36 fee is charged when the current balance remains negative for 7 calendar days (which it was not yet). This letter was received Friday afternoon so we waited until Monday for our next attempt at a resolution. On June 28, 2014 my wife phoned the customer service line and spoke with Whitney. She informed us that the $8 fee would be removed. We followed up by viewing our account on-line. On-line, we viewed the $8 charge and an additional $36 late fee. July 1, 2014 my wife called customer service and [redacted]. answered and argued with my wife about the situation. He seemed to inflame the situation instead of working toward a resolution. After much patience, my wife discovered that the accounting department did not remove the charges. Bronson would remove the $8 fee but not the $36 overdraft charge because he could not. My wife and I only hoped that a recorded customer service phone call would get passed to Guaranty Bank management to help resolve our situation and improve the poor customer service. I decided to assist my wife, so I phoned Guaranty Bank myself when I got home from work. I spoke with a young woman who explained that she could remove the $8 fee and the $36 overdraft fee. I asked how long this would take and she responded that we could view a $0 charge immediately on the internet. During the phone call, I asked for a copy of the 2011 account disclosure. The employee said she would contact the marketing department and return my call tomorrow. She called 2 days later with the disclosure and asked what Guaranty branch I would like to pick it up at on Friday or Saturday. I responded the [redacted] south branch but may not pick it up that soon as I was out of state. I was placed on hold while the Guaranty Bank customer service called the branch and said it (disclosure) will be there to be picked up. We arrived in [redacted] south on Monday. The manager could not find it and instead questioned me as to whom I spoke with, at what time etc. as if I was making this up. She got on the phone and spoke of her being "the manager." My wife suggested we leave as we were wasting time and being questioned by a manager that could not find an item that was to be there as confirmed by the customer service representative. The manager yelled at my wife that she could "leave." I was in shock and did the wrong thing. I did not defend my wife. We left our phone numbers and the facility. Several days later we received a call and "mrs. manager" found the account disclosure.Desired Settlement: Refund for complaint [redacted]. Apology to my wife. Offer monetary settlement amount for pain and suffering. Train you employees as a requirement per the settlement. Apologize and accept responsibility for the conduct of untrained, negligent, incompetent employees. There are many cases on files throughout the world which serve as a model for businesses and show how business are financially responsible for the conduct of their employees.

Business

Response:

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

charged due to an error in processing the closing of his account. [redacted], the [redacted], has reached out to the customer to confirm that the fees have

been reversed and the account is coded as closed. She apologized for the error

and service issues. [redacted] has reviewed the error with the employee to ensure it

does not happen again and gave the customer her phone number for any other

questions they may have. Again, we apologize for this error.

Review: I understand I have a debt with the company. I have attempted to clear my debt. The agent advised me that she would assist me and allow me to clear the account. She advised me to call back in 2 business days. I did and the agent advised me that I had to pay additional. I advised them I was cut from full to part time and I did want to keep my account open. The continue to call me every day it got up to 4 times a day leaving messages. I contacted the company and advised the agent what was going on,. she said it did not matter because I owed the balance. I understand that the account will be called but The FDCPA states no more than one message left per day. I have records of 2-4 calls daily with messages.Desired Settlement: I have sent a Cease and Desist. I was offered an fresh start so I could pay the debt back and then was denied. I would like to settle with arrangements.

Business

Response:

[redacted] from our Collections Dept spoke with Ms. [redacted] over the phone and made settlement arrangements with her.

[redacted] is emailing her what was discussed today to the email address we have on file.

Review: On Thursday June 11, 2015 I called and spoke to a customer service rep about stopping payment on creditor. The rep walked me through the process and I was charged the $37 fee. I checked my account this morning (6/15/15) and my account was negative because they allowed this very payment that I had stopped and paid for to go through. I also have other pending payments which they may now try to add with the reordering transactions even though I made those payments beforehand.Desired Settlement: I want them to stop that payment like I had done, reverse the charges and make my account positive like it was before they allowed this payment to go through. I wish that they would honor their policies and stop trying to rip consumers off with illegal fees. I have had nothing but problem after problem with Guaranty and them following their own policies and procedures.

Business

Response:

Guaranty Bank is responding to a complaint from [redacted] in regard to a Stop Payment. Catheryne from our Customer Service Center worked with [redacted] on this issue. The transaction that [redacted] placed a Stop Payment on was not paid as per her request. The transaction was reviewed and confirmed to be a match to your Stop Payment request and once confirmed it was returned and all overdraft fees charged as a result of the transaction were refunded.

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.

Review: My husband and I opened an account on the 12 of February. We opened the account because the teller stressed how they do not charge any fees other than check cashing. On the 5th of April my husband and I received a letter in the mail stating that our accounts are over drawn for 39 dollars. The following day I called to find out why because other than opening the accounts we had not used it. The agent informed me that they charged a 2$ fee for a paper statements and that caused a 37$ overdraft fee at this point I am aggravated because I was told there were no fees! I asked how I could avoid the fee she said I had to enroll in online banking I did so. When I went to log on it would not let me I called back and an agent told me sometimes it takes a while to register I tried again on the third day with no luck. I called back after a 20 minute hold an agent gets on and tell me my online is pending and she is trying to find out why. After 10 more minutes a supervisor gets on and says she cannot find online account at all which is clearly a lie. Meanwhile I have to pay the fee or be ovedrafted. At this point I just want to close my account which I cannot do without incurring a fee. This bank is a scam!Desired Settlement: Refund of my fees and my accounts closed out without a charge

Business

Response:

Guaranty Bank, which does business as BestBank in Michigan and Georgia, is responding to the complaint from [redacted] in regard to issues experienced when opening a new 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 these issues to our attention and I also want to apologize for the inconvenience they have caused.[redacted], the Branch Manager, reached out to resolve these issues. The two-$2 paper statement fees have been refunded to your account and our records indicate that you have enrolled in online statements to avoid this fee going forward. We sincerely apologize for these issues and look forward to serving you in your new banking relationship with us.

Guaranty is a horrible bank. Charged 37.00 4 times when amounts were covered. They were sorry they took my money. Worse than a loan shark.

Review: I have been banking with best bank for almost 6 months .my account has always been in good standing . I make sure I am aware of my account balance by using mobile banking alerts on both my cell phones and I have the best bank mobile alert . On the 4th of April I received a text saying my available balance was 60.86 and my current was 146 . I decided to take out 40 dollars for personal cash . The next day I Was in the negative 195 . I called customer service a and they credit back those overdraft fees . Today on April 6th I am once again negative 195 . After going into the branch this morning the teller told me it was hard to explain the charges and she didn't understand either , this doesn't rectify the problem as I am still in the negative 195.Desired Settlement: I would like my 4overdraft fees to be reversed once again so my next direct deposit will come thru instead of being in the negative once again .

Business

Response:

I am responding to a complaint from [redacted] in regard to overdraft fees. [redacted], our Customer Service Specialist, spoke with you by phone and explained that Mobile alerts give a balance as of the end of the day. Our INFO Line and Online Banking should be used to find the current available balance. Using a checkbook to record your balance and all transactions will also help you avoid/reduce overdraft fees.

[redacted] discussed the option of opting out of the overdraft service for ATM and everyday debit card transactions. When you opt out, these transactions will be declined when you do not have available funds and no overdraft fee is charged. You indicated at this time you are not interested in opting out, but this option is always available by calling ###-###-####, Option 6, visiting a branch, signing into Online Banking and choosing the Customer Service tab or by mailing in a request. If you have a savings account, you could sign up to transfer funds from that account to cover overdrafts at a cost of $15 per transfer.

The bank had refunded your overdraft fees prior to the complaint. We thank you for bringing the service issues to our attention.We will review the customer service calls and take action as appropriate.

Review: My Best Bank account was compromised. My debit card was lost approximately three weeks ago.

On October 11th and 14, 2014 three charges totaling an amount of about $10.27 were charged to my account. An unauthorized debit of $39.81 was debited on 10/17/14 by a wireless provider who assured me that Auto Pay was disabled, thus they received payment twice (I provided verification to [redacted]).

I have tried, without resolution to resolve this issue and bring my account current and positive. I visited [redacted] on October 16, 2014. The two tellers stated I would need to return to speak with [redacted]. I requested [redacted] who opened my account a few months prior, [redacted]; however was denied access to him. The two tellers personified the WORST customer service I have EVER encountered in 40 years of living. I contacted the customer care center approximately seven times, requesting an ACH block placed on my account, requesting my debit card be cancelled then requesting an investigation or claim/dispute opened about the four charges in question—which were all denied. One manager-[redacted], stated she could not assist and that I would need to contact an actual branch (which I had just left). I then asked her, how I could submit a complaint then she stated “any way you want.” Again, horrific customer service.

So, Saturday October 18, 2014 (after an entire week of calls and texts) I visited [redacted] and spoke with [redacted]. I requested that he cancel my debit card, submit a denial on my behalf for the four unauthorized charges (and NSF charges) and PLACE AN ACH BLOCK ON MY ACCOUNT. Will stated he had successfully placed a cancellation for the debit card and ordered a new one, submitted an affidavit to dispute the four charges-in addition to NSF HOWEVER an ACH block was not possible. He then stated that Best Bank policy would require 14 business days before the funds (which were taken without my consent) would be returned to my account. I requested they be returned immediately while the investigation was on-going.

After banking with Wells Fargo and Bank of America for over 20 years, I am appalled at Best Bank employee customer service, representative interaction and policies & procedures. I have attempted to resolve this relatively basic issue over the past week and have NEVER been treated in such inhumane way. I plan to tell EVERYONE (family and friends) about this experience. I plan to use social media to highlight the prejudice and inconsistencies with this organization. Opening an account with your company has been the WORST mistake in my entire life. To have such basic issue lag for weeks just because employees are forced to use an outdated system of polices & procedures when submitting disputes. As soon as this is resolved, I PROMISE I will close this account and NEVER refer family or friends to your company.Desired Settlement: To have account credited appropriately.

Business

Response:

I am responding to a

complaint from [redacted] in regard to a lost debit card and unauthorized

transactions. Our Market Manager, Kavien has reached out to [redacted] to work

through her concerns .

Review: Account Number Reference: [redacted] & [redacted]

Account Holder Name: [redacted] (DOB: 10-22-1973)

My name is [redacted]. On 7/22/2014, I received notification concerning negative balances within my checking accounts (-$38.62 & -$37.48). Currently, I am out of the country & do not have a residential address. But all of my mail is being forwarded to my P.O. located in Fayetteville, GA. I am writing to find out why was I charged $35.00 fees (on both of my accounts) for return mail due to no residential address being on file? My mailing address was successfully changed within the USPS system, and no mail should have been sent back to your office.

In addition, I signed up for receiving electronic notification service (on 12/04/2013 at the Best Banking Center and again online through the Best Bank portal on 5/24/2014); in lieu of receiving paper correspondence. Therefore, I do not understand why I am being charged these outrageous fee's when I did not request for paper mail to be sent to my address?

Please review my accounts and I am demanding that these fee's be removed from my accounts. If any additional documentation or information is required, you can reach me on my cell at: ###-###-####.

Dr.[redacted]

Best Bank Account Numbers: [redacted] & [redacted]Desired Settlement: My wife and I are demanding the funds be placed back within our bank account and the negative balances removed. We did not authorize receiving paper correspondences from Best Bank. These practices were initiated 2 months ago without our consent, and without our knowledge.

Upon establishing the account at the local branch (in [redacted]), I specifically signed for receiving ONLY electronic notifications prior to departure from the United States. I also confirmed receiving electronic notifications online through the Best Bank login portal.

Business

Response:

We have contacted the customer in regard to this issue. We did confirm that he is enrolled in Online Statements. In speaking with the customer we found that we did not have a current address on file and that is why the fees were charged. Customers may receive mail even if they have enrolled in electronic statements and notices and a current address should always be on file. We have updated the address with the customers phone authorization and have refunded the fees. We apologize for the inconvenience this has caused.

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Description: BANKS

Address: 28031 Bradley Rd, Sun City, California, United States, 92586-2207

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