Guaranty Bank

Review: Guarantee Bank is refusing to remove a lien on a California property that has been foreclosed on 3 years ago by the primary lender and currently reporting the balance as an unsecured loan. The foreclosing lender has wiped out Gurantee Bank's 2nd loan and they're not allowed to pursue a deficiency balance on the amount remaining on the loan by California law.Desired Settlement: I want Guaranty Bank to remove the file from their records and zero out the balance as settled just as the primary did recently.

Consumer

Response:

On Wed, Jul 23, 2014 at 6:25 PM, [redacted] wrote:

I'd like to cancel this complaint, the escalation to Guaranty Bank Leadership was successful and we've come to an understanding. The complaint ID is [redacted] and was filed earlier today. Thanks.

Review: My business partner and I opened a checking account for our new business with $2600 to start. We brought in the correct paperwork within the correct amount of time to complete the account opening. Without either of our knowledge, the account was closed on Nov. 14th (or so we believe from our interactions with the bank). The only reason we knew is because my business partner tried to access the VISA check card and was not allowed. She called customer service to find out what happened and the representative simply told her that the account had been closed due to the paperwork not being turned in on time or presented on time. The manager from the [redacted]. branch did put the paperwork through while we were there and there were no delays in her process.

Also, when my partner spoke with customer service and found out about the closing of the account- no one notified us by email, USPS mail or phone- she also found out that a check in the amount we opened the account with was being sent and would arrive in 2 weeks.

At the end of 2 weeks, on Nov. 29th, [redacted], my business partner, called the Downtown branch and spoke with [redacted], branch manager, to find out where our check was. [redacted] contacted the main office and left a message for [redacted] stating that the check would be sent overnight. On Monday, Dec. 2nd, I contacted customer service at the corporate office and after the customer service representative could not find any trace of a check being sent, I asked to speak with her supervisor. The supervisor said she would connect with the controller tomorrow (Dec. 3rd) to find out what happened to the check (if it was sent, when it was sent) and get back to me at the end of business day Dec. 3rd. I explained how we needed resolution and the money because we had a payment deadline due on Dec. 9th. No returned phone call, no checks, no explanation of where our money is. I stated that the money is ours and if I do not get a resolution, I will cancel both my accounts with Guaranty Bank which I have had for over 20 years.Desired Settlement: We would like our money back without fees within a timely manner- the supervisor said she would try to get the check within 3-5 business days to us. I would like to keep my accounts there and if this is resolved, preferably have our business account opened with Guaranty Bank since they offer free business accounts and I am familiar with them. I would like to handle all transactions without further problems and customer service to be handled within a timely manner.

Business

Response:

I am responding to a complaint we received in regard to a business account you opened. We have tried to reach you by phone but have not been successful.

The bank closed the business account because the correct paperwork was not provided. Federal law requires the bank obtain, verify and record information that identifies each person who opens an account. The bank requires an account opened as a partnership account to provide Partnership papers and these papers were not provided. A letter was sent requesting these papers and when they were not provided by the date identified in the letter, the account was closed.

We apologize that you did not receive the original check that was mailed for the account balance. The bank reissued the check on 11/29/13 and sent it to you via FedEx overnight. [redacted], the [redacted], tried to reach you by phone to confirm you received the check and to let you know that you could open an account if the Partnership paperwork was provided. Please contact [redacted] at ###-###-#### or ###-###-#### for any questions.

Review: On February 11th, my car was stolen from my home. Sadly my purse was in the car when it was stolen. I immediately called Best Bank and reported it to a teller. The teller told me to fax a notorized letter to lock my account and transfer funds from my old account and open a new account to put the balance of old account into the suggested new account. Money went in but nothing came out. Up until February 23rd, I was also told to fax a holdharmless card or authorization, tgat,would release funds from my suggested new account, what they neglected to tell me was that I was to appear in person to have my money released. The bank knew I moved out of state, and they did not tell me this until February 23rd, when my new bank card and checks were to be sent to me, and by the way they knew I moved out of state two months prior; because they never updated my address information, or my phone number so my card was sent to the wrong address in another state, not my present state. February 23rd, I was rudely told to close my account! After my water bill was threatened to be turned off, my cell phone is going to be turned off. My sitter have not been paid, my rent is due, electric is due, gas bill is over due, my arranged past credit debt is due, my car insurance is over due, my son's birthday is nearing, I have no bus fare to work, I was promoted and have no fare to get to training, and my sister and mother gas helped as much as they could. Best Bank, told me false information for almost two weeks, and I ended up following their advice for the last time, they told me my check would be mailed to me a week ago. It was their fault, I followed all instructions and even a check bounced I wrote to help out a charity. This is bad business and no one at Best Bank takes no responsibility.Desired Settlement: I hope Best Bank will pay to expidit my final closed account check, as I am running out of food, and utilities are being shut off.

Business

Response:

Guaranty Bank is responding to the complaint from [redacted] in regard to a request to close the account ending in 1851. I apologize for the service issues you encountered. Guaranty Bank received your request to close the account, which was processed on 3/2/2016. A check was issued and mailed to the address on file, which is the same address on the complaint, via overnight mail.

Review: Opened a credit builder account at best bank after being advised by [redacted] that it would help build credit and savings since I am fresh out of high school and in college. The account was linked to my checking account so that the payments would be directly taken out. The payment amount was deposited the day before to ensure funds were available. The payment was not drafted and it wasn't until the next payment was due and I went in to make a deposit that I was told that I was delinquent 30 days. It was researched and found that the error was on best banks behalf and we were assured that the matter would be resolved and that the report sent to eqifax transunion and Experian would be corrected. This was several months ago and I have been to two different branches trying to resolve the issue. The bank manager at the branch where the account was opened seems not to care that my financial future is being ruined before it is even started. She has not tried to resolve the issue and I was told today that she has done all she can and feels no responsibility in this matter.

Product_Or_Service: Credit Builder Account

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

First and foremost I need a letter stating that this was an error sent personally to me so that I can forward them to the three credit establishments to ensure that this item is removed.I would like the credit builder account closed and I want all of the money that I have paid interest and principle returned to me. I feel that it is onlyright for me to have all my money back especially with the handling of this situation.

Business

Response:

Guaranty Bank is responding to a complaint from [redacted] in regard to a Credit Builder Loan and

the monthly payments. [redacted], the [redacted], spoke with [redacted] in regard to this complaint.

Review: I came in the waukegan branch on 3/19/2014 to cash a check for $1,690 , the teller inform me that if I just deposit the check that the funds would be available the next business day . I agreed to depositing the check. On 3/24/2014 I called my debit card number to check my available funds and the amont was negative $113.29. I phoned customer Service they informed me that my account had 5 over draft fees, I asked how is that possible when I had 1,690. they informed me that my funds were not available until Monday and they cannot reverse the fees that I would have to speak with the [redacted] were I deposited the check. The customer service transfered me to the [redacted] and I explained to him my situation. He explained to me that my funds are avilable the next two business days and that only 200 is available the next business day. I explained to him that that is not what I was told that the teller told me that my funds would be available the next business day, The [redacted] then asked me do I know the tellers name that helped me, and I said no, he then asked me can I explain how the teller looked , and I said she has [redacted] and im not for sure but I believe she was [redacted]. I then proceed to tell him there was a gentleman that was looking over her shoulder watching her do the transaction and that he had spoken to my children, and he stated that , that person must have been him that was standing over her shoulder, but he don't remeber that day. He then stated that the policies are posted in the bank and that I should have read them. I informed him that I came in the bank with my 5 children I was just trying to cash my check and leave and she told me to deposit it and that it would be available the next business day. He stated that he would have to research this and that he will get back with me , he put me on hold and when he came back he informed me that I had 11 overdraft fees and that he can only reverse 5 of those fees. I then explained to him again that why would I overdraft and I have the money in the account to spend, and he stated that his manager told him that is all he can do, and I asked to speak with his manager and he said that she is unavailable to the public. I then phoned customer service who put in a complaint to the operational manager through email for me. I then called the headquaters who informed me that they have to go with what the [redacted] stated and that she would email another manager as well.

I have five children whom I have to take care of I did not go over my deposit amount because I assumed from what the information that was told to me that my money would be availble the next day , why would I accure 11 over draft fees on money that was available.Desired Settlement: I would like all 11 of my over draft fees reversed.

Business

Response:

Guaranty Bank is responding to the complaint from [redacted]

[redacted] in regard to inaccurate information that was given in regard to the

length of a check hold which resulted in overdraft fees. We apologize for this

misinformation. The bank has credited the 11 overdraft fees. You had previously

received a credit for 6 overdraft fees on 3/24/15 and you received a credit for

the remaining 5 overdraft fees on 3/26/15. The [redacted], Julie, worked with you on this issue and she

will work with the branch and employee to ensure accurate information is

provided.

Review: I originally opened a "FREE" checking account with $25 over a year ago and have never been able to access the account. I could not use the bank card they gave me - it did not work. I could not use the telephone banking system as I had no PIN number and he system would not let me ever create one. I attempted to resolve the issue over the telephone over 15 times during the course of the past year - the last attempt being last month. Every time I left my name, account number, and telephone number and they promised to call me back - THEY NEVER RETURNED ONE CALL !! Now, they've started charging me $5 / month for a service charge for a dormant account - of course it's dormant - I can't access it and never have been able to. I now have a "negative" $5 balance.Desired Settlement: Give me my $25 back and close this account

Business

Response:

[redacted], from our Customer Service Center, contacted [redacted]. His account had been closed due to non-use and Mr. [redacted] agreed to have the account reopened so the bank could credit the $25 in dormant fees that were charged from 9/7/14 through 1/7/15. The fees will be credited to the account no later than 2/27/15. A debit card was also ordered so Mr. [redacted] can access the account and avoid dormant fees. For any questions, [redacted] should contact [redacted] at ###-###-####.

Review: I went to the [redacted] location on 10-15-14 after 4:30pm to make a withdraw. I then asked the banker if I had any transactions pending. The bank said no. Well on Thursday 10-16-14 I checked my account. My account said that I had three transactions pending, as well as three bad check fees pending. I finished my shift at work and went to the bank to discuss the fees. I worked with a banker by the name of Jerry. I asked Jerry why I had three bad check fees. He was not able to tell me so he called the support line and spoke with a man named [redacted]. [redacted] states that three different transactions hit my account yesterday. I asked Jerry how could that be possible when I made a withdrawal yesterday and I was told that I did not have any pending charges. I also asked how any of these transactions could have been processed when I opted out for over draft protection? He was not able to explain so I asked him to call the support line again. He then spoke with [redacted] again who basically said that these transactions declined and that the money was pending to be put back into my account. Had these transactions would have declined immediately like they were suppose to then two of the transactions would have never declined. I then told both Jerry to tell [redacted] that if they were not able to explain these things to me, and reverse those over draft fees that I would make a Revdex.com Complaint. Jerry responded that it did not matter to him because that would not effect him anyway. This type of service is unacceptable and unprofessional. These reps should know and inform their customers of these policies.Desired Settlement: I would like all over draft fees returned and I would like their employees to be trained on their policies better. Had the banker had told me that I had some transactions pending yesterday I would have never made a withdrawal and I could have taken money from my savings to cover any pending transactions. I would also like the hold that is placed on the refunded money released.

Business

Response:

I am responding to a complaint from [redacted] in regard to overdraft fees on her account ending in 2433. This account is opted out of the overdraft service which means that any ATM or everyday debit card transaction will be declined when there are not sufficient available funds in the account. Any checks written or automatic payments/preauthorized withdrawals will be returned if there are not sufficient available funds and a return check/item fee of $37 will be charged for each returned transaction. On October 15, 2014 there were three transactions (one check and two preauthorized withdrawals) that were returned on your account due to not having sufficient available funds and you incurred three - $37 return check/item fees as disclosed. Checks, automatic payments/preauthorized withdrawals and overdraft fees are processed during nightly processing. This gives the customer the ability to make a deposit to cover an overdrawn balance during the day. The branch worked with you on this issue and as a customer courtesy you have received a credit of the three $37 fees on 10/20/2014.

I am truly a dissatisfied customer. I previously had an account with Best Bank that went into collections. After contacting Best Bank and getting contact information for the collection agency (Diverse Lending) I paid the account off on February 13th. The next day (2/14) I opened up a new account with Best Bank. Since then I have been dealing with issues rearding this account. The branch the account was opened at requested that I submit documentation that the account had been paid off, which I did (a copy of the balance letter and a copy of my bank statement verifying the funds had been debited from my account). I was also notified by the branch to contact Diverse Lending to have them update Chex Systems. Then I received a letter in the mail stating that the accounts were locked and would be closed on 3/2/2015. I then contacted the Collections Department that stated that Best Bank updates Chex Systems and that the Loss Prevention Department had contacted Chex Systems and verified that the balance on the account was resolved and all I needed to do was go back to the branch and change the type of account it was. I then received a call from the branch stating that the issue was still not resolved. I then contacted the Collections Department who stated that Diverse Lending had to update Chex Systems, so I then called Diverse Lending on a conference call and they again stated that they did not update Chex Systems. The Collections Department then took my information and stated that a supervisor would be contacting me. I have spoken to not only your bank just about every day since I paid the account off, but I have also spoken everyday to Diverse Lending. My experience with your organization has been the worst customer service experience I have ever had with any business or organization. Each time I speak to someone at best Bank they give me a diferent answer. At this point I’m not sure if the accounts are going to be closed, locked or what is happening with the accounts.

Review: I have had an account with them for over 20 years, probably closer to 30 years with the account I had before this one. They closed my account without notifying me ahead of time, nor afterwards even.They say they have a policy that they close an account with a zero balance after two months. I have never seen this "policy" anywhere. Even with the policy, I would think with long standing customers you would notify them ahead of time of this so they can correct it in time. The only way I even found out about it was I had sent them a check to deposit in my account and it hadn't cleared after some time so I called to see why. They never even sent me anything AFTER closing it saying it was closed. The best they could do for me is have me come in and open another one. I LIVE 1200 miles away and I am guessing they no longer have the "free and easy" accounts they once had. It would also involve me getting new checks and a new card and why would I even want to if this is the way they treat their long standing customers. They refused to reopen the account they closed. I would also like to know what happened to the check that was sent to them that I never received back.Desired Settlement: I would like my same account reopened THAT THEY CLOSED WITHOUT ANY NOTIFICATION!

Business

Response:

I am responding to a complaint from [redacted] in regard to the closure of her checking account. The Account Disclosure states, "Accounts with a zero balance for at least two months are assumed to be no longer in use and will be closed". We apologize for the inconvenience this has caused. Kaprice from our Customer Service Center contacted you by phone in regard to this matter and per your request the bank has reopened the account and ordered a new debit card. The debit card should arrive in 7-10 business days. Keeping at least $0.01 in the account will prevent the account from closing in the future. The check deposit that could not be processed due to the closed account has been returned by mail. Again we apologize for the inconvenience this has caused.

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: I have a monetary judgment issued by the [redacted] against one of your account holder and I have been trying to collect my monies before my home goes into foreclosure and your branch on [redacted] will not accept the Sheriffs Entry of Service for garnishment of the account by a legal document? Sheriffs Department advised they went by the branch three different times spoke to three different people and nobody seems to know how to accept service. I find it hard to believe you don't have an officer at each branch authorized to do so. I think this is something that should be brought to the State of [redacted] attention as you are doing a disservice to the honest citizens here is the State of [redacted] by making things hard. Will never do business with you.Desired Settlement: Accept my service at the local branch, forward it to home office and do what's right!

Business

Response:

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

to a monetary judgment issued by the [redacted]. [redacted]

indicated the service of this garnishment was not accepted at the [redacted] branch location. [redacted], our Security Officer in [redacted],

has been working with [redacted] and it was confirmed that the papers were served to

the branch on Friday October 3, 2014. [redacted] has been working with the sheriff’s

office to obtain the date and time the papers were attempted to be served prior,

but she has not been able to obtain this information. [redacted] will continue to

try and obtain this information and work with [redacted] when the information is

obtained. The bank has documented procedures for delivery of legal

documents.

Review: This email to file a complaint regarding extremely poor customer service rreceived from an employee of Best Bank. I called the company on 3/28/14 regarding nsf charges on my account that I do not agree with because the charges was due to my account not being coded correctly when the account was initially opened. The first representative (male) I spoke with with was very professional and listened to my concerns but stated he could only waive 1/2 of the nsf amount charged due to my account receiving a "courtesy refund" earlier in the month because of a BestBank ATM cash deposit not posting to my account in a timely manor. I then asked to speak to a Supervisior to request all 3 nsf fees reversed from the account and the reversal not be considered a customer error.

The Represenative transferred me to a Supervisor named "[redacted]" who had the most Bitter and Combative attitude I have ever experienced. I explained to [redacted] what happened and she told me that If I didnt like it, I could get in my car and drive back out to the branch that opened the account and deal with them. She also stated the CASH deposit that was made on Thursday which didnt post to my account until Monday was normal for Best Bank and that I should not have received a refund for the nsf due to the deposit taking 4 days to post, nor will she honor what the prior rep had promised to waive 1/2 the fees. She said she would override his authority and make sure my account do not receive any leniency or concessions.

I explained to her that there was no clear time limit posted on the Atm machine in regards to when cash or check deposits will clear so I could only assume that like 95% of most banks cash deposits are immediate (if made before cut off) and checks clear the next day (unless a hold is placed). I explained I was not made aware or informed about slow/delayed posting of deposits or recommendation to not use the Atm machine for deposits until I called customer service. ""[redacted]"" was determined that she was lookng for a battle, she was going to be rude, confrontational and could care less about what the customer had to say.

Overall, as a new customer, I am EXTREMELY DISAPPOINTED with Best Bank policy regarding the low priority of posting customers funds and allowing supervisors to be disrepectful and antagonizing customers into closing their accounts. I will not recommend your company to any of my employees, coworkers or friends. In addition, I have cancelled plans to open any new accounts and seriously considering cancelling the current accounts. This has been one horric experience that I would not wish on my worst enemy!

Sincerely,

[redacted]Desired Settlement: 3 nsf fees waived and not considered a "courtesy" since the fees were caused by something that was out of my control. The customers (non-employee) do not have access to opt-out button online.

Business

Response:

I am responding to a complaint from [redacted] in regard to service issues and overdraft fees.

You indicated in your complaint that you called on 3/28/14 and requested 3 nsf fees to be reversed from your account. Our records show that 3 nsf fees were refunded to your account on 3/29/14.

Deposits into an ATM, whether cash or check, have a 2-business day hold as disclosed in the Deposit Disclosure you received when the account was opened and as disclosed on the ATM. As you were not aware of the hold, the overdraft fees were refunded as a customer courtesy.

Our records indicate that your account is opted out of the overdraft service for ATM and everyday debit card transactions effective 3/28/14. There is an option to opt out/opt in to the overdraft program for ATM and everyday debit card transactions in Online Banking under the Customer Service tab, Change ATM/Debit card overdraft.

We are also reviewing the phone conversions you had with our Customer Service Department and will take action as appropriate based on our review. Thank you for bringing these issues to our attention.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I think to quote me a policy that buried in a 20 page agreement is insulting. I reviewed the ATM machine with the branch manger and it does NOT say 2 business day hold on deposits, in fact, it does not give a specific time period or guidelines at all. I was very disappointed with the response of not considering this a bank error and I will also forward my concerns to the office of consumer affairs regarding this bank not properly informing customers of potential issues with ATM machines and placing transactions on hold internally while showings funds available to the public in order to gain nsf fees are unscrupulous and deceitful practices.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business

Response:

You were not aware of the hold on funds

you deposited in the ATM, therefore the bank reversed the overdraft fees as you

requested.

Review: I settled with Guaranty Bank in November of 2013 with the understanding that if I paid what they requested, they would remove this trade line (DELETE) from my credit report. It is still showing on my credit report. I have asked [redacted], my representative at the bank for a DELETION LETTER and on Feb 17, 2014 he emailed that the letter had been requested but to date I do not have it. I have been asking and being told it that the letter is on it's way since DECEMBER. I want to be clear about what we discussed and that is that the item would be DELETED from my credit report. I have emails between myself and [redacted] stating that is what we agreed to and that I would get receiving a DELETION LETTER.Desired Settlement: I want two things: 1). A letter stating that a request for deletion has been sent electronically to all of the major credit-reporting agencies. 2). The actual deletion of the account from the bureaus.

Business

Response:

In researching this account, it was found that we requested the deletion of the tradeline on January 31, 2014. As a follow-up on March 4, 2014, we contacted the credit reporting bureaus and they confirmed that the tradelines were deleted as indicated below:

Review: I opened a business account at the Guaranty Bank in [redacted] and they did not let me know that if I used my debit card and there was no available balance, that I would be charged $37. I can't afford to purchase something for $8 at a gas station and then be charged $37. On my personal account if there's no availability, the card won't go through and I won't be charged $37. That is omitting information. I want my 2 $37 fees reversed. That's deception. I don't want my card to work if I have no availability.Desired Settlement: all fees reversed.

Business

Response:

I am responding to a complaint from [redacted] dated

11/17/2014. Mr. [redacted] stated that he opened a business account at Guaranty

Bank and incurred overdraft fees.

Review: Our Girl Scout Troop opened an account with Best Bank in [redacted] and had no problems with the bank. Everything was fine. Our troop leader, however, was then having to move with her family to [redacted] so we needed to take her off the account and add me to the account. We went in one afternoon to do this and waited in line for a good bit of time, filled out the paperwork, and left only to find out that it was never processed because the second person on the account (the troop finance manager) did not also come to sign the paperwork. We were not told at the time we were there she was needed so we did everything and only found out afterward we needed to do it all again. So, we came back again, all three of us with kids in tow and filled it all out again. It took forever. While we only wanted to take her name off and add mine, they said we had to close the account and open a whole new account. We did all that. It was a zoo with the kids impatient and us not realizing it would take so long so late for other things that day. We signed the paperwork and left and when the statement came in the mail to me, it was addressed to a whole other troop at a whole other school. The teller didn't populate the new account with our address but instead with another patron's information. I called and requested this be changed but was told we again had to come back in AT THE SAME TIME to do this. I told them we would just keep the account which to me seems unethical that a bank would allow us to keep an account in another schools name but they did not seem to care. They were inflexible about finding a solution that did not involve us coming back in at the same time to sign paperwork AGAIN. Is this how Best Bank does business? Assigns accounts with other patron's names and then refuses to fix it without the burden falling on the customer?Desired Settlement: I would simply like Best Bank to either fix the name on the account to what it should have been in the beginning - Troop [redacted] - NOT [redacted] (we have no affiliation to this school). We never requested a change in the name on the account. If this cannot be done automatically, then I request it be done by allowing us to come in to sign the paperwork at separate times. We cannot come in at the same time to do this as we have different work schedules.

Business

Response:

I am responding to a complaint from [redacted] in regard to her request to fix the name on an account. We would like to apologize for the service issues and for the error. We have communicated these issues to our Market and [redacted]s. We have fixed the name on the account and it is correctly titled as - Girl Scouts Troop [redacted]. If you have any questions or need additional information, please feel free to contact the [redacted], [redacted], at ###-###-####. Again, we apologize for the issues you experienced.

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: This banks transaction activity online doesnt reflect the actual days/amounts which a debit was made, causing NSF charges even with a positive balance

for account number [redacted], my statement showed a positive available balance as well as debits that were made throughout the time period of 10/11/13 - 10/15/13. When the purchases were debited there was still a remaining positive available balance. I continued to transfer money to keep a positive balance as debits where being made. On 10/15/13 As I checked my account it had suddenly become negative 191 and some cents. Nsf charges were made to the same debit amounts that had previously shown a they were debited as well as there still was a positive account. When I called customer service they denied all of my requests and statements of how the same charges that had previously shown as debited and there was still a positive balance. I paid the negative 191 and some cents, on 10/16/13 guaranty bank did reverse 2 nsf charges totalling up to $70.00. This bank cannot call it righteous to show their customers 1 statement yet they have the actual accurate on their end, in order to accuse us of overdrafting. The money that I had to use to cover the 191 NSF charges was for my rent, food, energy bill, my dog, my family, and for my car to get to and from work. Although they were able to reverse $70.00, I had more than enough to cover the 22.14 that allegedly caused the NSF charges.Desired Settlement: I would be willing to pay one NSF charge as other banks do charge, but I would like to request a refund for the remaining. Thank You

Business

Response:

I am responding to a complaint from [redacted] in regard to overdraft fees on her account. We have tried to reach you by phone but have not been successful. You incurred overdraft fees because your debit card purchases exceeded your available balance. You received reversals of 2-$35 overdraft fees prior to this complaint on 10/16/13. Two additional fees were refunded on 10/30/13 and another $35 fee refunded on 10/31/13. You transferred money to cover your transactions but it was after the overdraft fees were assessed. You may want to consider linking this account for automatic transfers to cover overdrafts at a cost of $15 per transfer and you can then avoid the overdraft fees. We also offer the following options to help you reduce or avoid overdraft fees:

Opting out of the overdraft program for ATM and everyday debit card transactions. 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. To opt out call ###-###-####, Option #. You can also Opt Out of the overdraft program for all transactions by calling ###-###-####, option #, #.

Guaranty Bank is the worst financial institution that I've ever had the displeasure of doing business with! Guaranty Bank does not honor their grace period and has hit me with late fee's before the deadline.They are more than happy to take your money,with out compromise or any decency!I will never do business with them again or refer them to anyone else!!!!!

Guaranty Bank has not provided receipt for my latest loan payment, so I called them and was told that they had sold the loan to BB&T. I called BB&T and I am not in the system. I called Guaranty and asked why I had not been informed of the sale and WHERE my mortgage check was. They said they no longer had my address. BB&T has told me to continue to try to get this information from Guaranty.

Review: Guaranty is ripping me off with their overdraft fees. I opted out and they still charged me. I contacted them and received no response after 3 days. I want my 74 dollars in fees for the last two transactionsDesired Settlement: I want my fees back

Business

Response:

Guaranty Bank is responding to a complaint from [redacted] in regard to a request for a reversal of 2 overdraft fees. We tried to reach you by phone but have not been successful. As a customer courtersy, the bank has credited your account for 2 overdraft fees on 8/25/15. Your account is opted out of the overdraft service for ATM and everyday debit card transactions as of 8/16/2015 but you are incurring overdraft fees due to having insufficient funds in your account for checks and ACH transactions. You may want to consider the following options to help reduce or avoid overdraft fees:Consider changing your account to a Relationship Checking account. This account has a monthly service fee of $10 but it has no overdraft service or overdraft fees. You can request to change your account to a Relationship Checking account at your local branch – you will keep the same account number.Link a savings account to your checking account for automatic transfers to cover overdrafts at a cost of $15 per transfer.Review your transaction history and available balance on a regular basis in Online Banking at www.guarantybank.com or by calling the telephone banking system at ###-###-####. You can also set email message alerts in Online Banking to alert you when your account balance is low.Keep a current and accurate check/transaction register in which you record all your deposits and withdrawals to avoid overdraft situations.

Review: In 2013, Best Bank ran a promotion that if their customers brought in a new customer, they would give both party $50.00 after their account was open for four months. After the fourth month in 2013 they deposit $50.00 into my account. Now, I received in January 2015 a 2014 Form 1099-INT stating $50.01 they paid me for interest on checking account (I closed the account around June or July 2014 because of the poor quality of service and the fact they tried not to pay my friend $50.00 who referred me (they only paid her $40.00 in March 2014, 4 separate $10.00 deposit in her account). My complaint is they gave me a 2014 1099-INT for interest for the $50.00 promotional they paid me and no I did not have a checking account that would have earned $50.00 (I'm on a fix income). I called the IRS to inquire about was it legal for Best Bank to do that and was told to call the bank about it, she (IRS) didn't know. After calling the bank the representative told me that it was written on the promotional brochure that it would be an interest charge. If that is the case (because I don't remember reading that on the brochure), how can they send me this 2014 1099-INT when it happened in 2013 is when I received the $50.00 deposit into my account.Desired Settlement: That they issue me a new 2014 1099-INT for only the one cent I received for interest in my checking account and the three cents interest I received for my saving account. Or remove this 2014 1099-INT off my tax record.

Business

Response:

[redacted], from our Customer Service Center, contacted [redacted] by phone. [redacted] asked for a copy of her statement which reflected the bonus. She thought the bonus was credited in 2013 but the statement shows it was credited in 2014. The bank mailed a copy of the statement to her with a letter explaining her options. I have attached a copy of the letter to the complaint response.

Review: I scheduled for a payment to be made thru their bill pay service to be delivered on June 13th. However when I checked my account today I noticed that they had processed the payment yesterday on June 11th and tried to pull it out of my account causing me to be overdrawn. So now I incurred (2) NSF fees for $37 each and a $25 return check fee. On their website it clearly states that before a payment is processed, the bank verifies the balance of the funding account and if there is insufficient funds in that account on the date your payment is scheduled, your payment may be delayed or canceled. My account did not have sufficient funding therefore the bank should not have tried to pull from my account causing me to be overdrawn and causing other checks to not clear and charging me fees on top of it. The payment was scheduled for 6/13/14 which is my pay date and there would have been more than enough to cover that bill.Desired Settlement: Refund my account of all fees and stick to their own policies. Clearly state the funding withdrawal process on their website.

Business

Response:

I am responding to a complaint from [redacted] in

regard to a bill payment. When

scheduling a bill payment, the Send On Date is the date you tell us to make the

payment and the date the funds will be deducted from your Funding Account. The

Deliver By Date is the date you want the biller to receive the payment. Your payment and a check were returned on

6/12/2014 due to insufficient funds and you were charged a return item fee of

$37 for the bill payment and a check you wrote.