Guaranty Bank

Review: I have 6 overdraft fees on my account $37 each. I called in and was able to get 2 out of 6 reversed. Now I do understand their policy and the young man I talked to was nice enough to give me two back instead of one but I NEED all of them reversed. I have two young kids to feed. Daycare to pay for and back rent. I can't afford to throw away $148 on back overdraft fees. The holidays are approaching and I'm a struggling single mother. I really need that $148. I would be willing to waive my right to any further overdraft reversals if I can get this money back now. I'm in dire need!Desired Settlement: I just want to be able to feed my kids! Please have a heart and reverse the last 4 overdraft feeds totaling $148. Thanks so much!

Business

Response:

Guaranty Bank is responding to a

complaint from [redacted] in regard to overdraft fees. [redacted] incurred

overdraft fees as disclosed. Prior to the complaint she received a courtesy

overdraft fee reversal for two fees on 11-16. Brandon, our Customer Service

Operations Specialist, contacted [redacted] and reviewed alternatives that could

help her reduce or overdraft fees including: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 *. Transferring

to a Relationship Checking account which has no overdraft service or overdraft

fees. There is a monthly service charge of $10 for this account. [redacted] received an additional two

courtesy overdraft fee reversals as she has been a long term customer of

Guaranty Bank.

Review: I had an account with best bank for years and I loved them I had several friends sign up as well. I moved and wasnt able to use them locally. That was for approximately 2 years then I came back to the [redacted] area. I immediately opened an account again. I was charged over $600 for overdraft and their own "special" version of over draft fees at 36 and 37 dollars for each transaction. These transactions by the way were some "unknown" company "pinging" my account for .10 each. I have no idea for they said that they couldnt find it out. This all came at the same time as my divorce in with I was left to fend for myself. I tried getting in touch with corporate 3 times to NO RESOLUTION and they have messed up my credit score now too. I USED TO LOVE BEST BANK. They are now WORST BANK to me.Desired Settlement: I just want a resolution to these outrageous charges from some some unknown .10 source

Business

Response:

Guaranty

Bank, which does business as BestBank in Michigan and Georgia, is responding to

a complaint we received from [redacted], in reference to a past due

amount.

[redacted]'s personal checking account was closed on August 18, 2014 with a balance owed.

She did not respond to letters sent by the Bank in regard to this debt.The

bank no longer owns this debt. The debt was sold to [redacted]. Their

address is [redacted] and their phone number is ###-###-####.

[redacted] needs to contact [redacted] in regard to this debt.

Consumer

Response:

Review: I have been attempting to get in contact with Guaranty Banks customer service line for 2 weeks in regards to fees that have been charged to my account since 2012 that I was never notified would be billed to me. I have been trying to call customer care since 10/27/2014. On 10/27/2014 I was in a que for 47 minutes before someone picked up and hung up the phone. on 10/30/2014 I was in que to speak with someone for 35 minutes before I had to hang up to get to a meeting. on 11/03/2014 I attempted to go to the [redacted] branch and I was told that customer care had to take care of my concern. I went home and attempted to contact Guaranty Bank customer Care and held for 42 minuted and 22 seconds before I once again had to hang up. On 11/07 I attempted to call Guaranty Banks customer care and an automated sysytem stated that my wait time was greater than 15 mintes. After holding for 45 minutes I hung up and emailed customer support.

My email stated that I have been trying to get in contact with guaranty bank in regards to fees and charges on my account and that I have been attempting to reach them by phone. I asked that someone call me on my phone at ###-###-#### to discuss and get this taken care of. I received an email back

that reads as follows:

" Thank you for contacting customer service.

We have received your inquiry, We apologize for any inconvenience you may have experienced while contacting our customer service center. Unfortunately we are unable to go into account detail via email request. We are only able to assist with general account questions.

If you have additional questions please contact our customer service center at ###-###-####.

I then sent an email back stating that I did not want to discuss anything over email and that I requested someone call me. I am still unable to reach customer care.Desired Settlement: I would like a phone call to discuss my bank account, fees/charges reimbursed

Business

Response:

I am responding to a

complaint from [redacted] in regard to her request to discuss her bank

account and fees/charges. We have tried

multiple times to reach [redacted] at the phone number provided. We have not been able

to reach her. We have left messages but we have not received a return phone

call.

Review: I cancelled Clear Coverage (an overdraft protection program that is normally $10/month and one is granted $5 rebate if service is not needed) in Novermber 2013 for both of my checking accounts. It is now April and they have not honored my cancellation of Clear Coverage and at this point they have taken a total of $40. It has taken me a month straight of calling them and they have not been able to credit my account like they promised. They repeatedly promise to call me back and fail to do so every time!Desired Settlement: I would like the amount that has been stolen from me to be returned in the amount (to date) of $40.

Business

Response:

I am responding to your complaint in regard to cancellation of CLEAR Coverage. The bank does not offer the ability to cancel CLEAR Coverage online but in reviewing our phone records we found that you were given misinformation. Our records show that you opted out of the courtesy overdraft service for ATM and debit card transactions via online banking on 12/16/13. You may have thought that this was the process to cancel CLEAR, therefore we have credited your account ending in [redacted], $25 (5-$5 credits) and your account ending in 1391, $15 (3-$5 credits) for a total of $40. We apologize for the misinformation you received.

Review: My account was closed bc they set my account up wrong and have yet to give me my moneyor even allow me to speak to anyone over the branch manager ive been waiting for my money over two weeks my account was closed bc they made a mistake and then didnt even tell me the account was closed found out bc my card was declinedDesired Settlement: I want my money in a timely fashion ive been waiting over two weeks compensation for time and gas wasted trying to get them to right there wrong and mistake that tjey acknowledge they made

Business

Response:

I am responding to a complaint from [redacted] in regard to an account closing. You indicated in the complaint that you did not receive the check that was mailed. [redacted] from our Customer Service Center contacted you by phone and you confirmed that the branch re-issued the check and this issue has been resolved. We apologize for the inconvenience this has caused.

Review: I made a deposit to my acct. Went for a walk after that and then realize that my deposit slip was gone, I went back to the bank and explain to the teller what my concern was. That I thought I might have written my acct. No. On a piece of paper along with the receipt that I lost, someone could access my acct. The teller just look at me didn't say a thing. I then went to another teller explain what happen and my concern. He still doesn't seem to be concern, then the manager came out and said that I wanted to close my acct. She made a remark that my concern would not happen and insisted that she could not close the acct. At that time. I have to raise my voice and demand for them to do something. There are some previous encounter with the tellers and Manager where I have to raise my voice because of their incompetent. Finally she said to put a hold on the acct. A week after I went back, it took them over an hour to do the closing process. Thought that I was finally done dealing with this mns, after I close my acct. They sent me a$10.00 charge for the check they issued to close my acct. Then after that I received to more charges for overdraft fees.? Total of $73.00. I went back, the manager made a remark that maybe the acct. Was not close? So while she was typing , she saw the charges then wanted me to sign a withdrawal slip ? When the acct. In their system shows zero balance. Again told for the 3x that I was there last week to close the acct. What are this extra charges for. Finally she said that their system screwed up. Well, who's entering the data into the system.? If this is the kind of screws up they do who can trust to do banking with this business. Unscrupulous business practice! Incompetent tellers and managers. [redacted] Bank Guaranty.! Why recommend you to anyone.Desired Settlement: I requested to the manager to have the upper management people from their corporate office to call me. But never receive any call.

Business

Response:

I am responding to a complaint we received in regard to branch services issues you experienced and an error in the closing of your account. 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. These issues have been forwarded to [redacted] who will address them with the branch staff.

Review: On Wednesday September 25, 2013 I logged in online to my check if a issue I was having with bill pay was corrected. I had been in contact with customer service regarding bill pay because I was unable to sign up for whatever reason. Therefore I was checking if there had been an update to my account. Only to discover my checking account was negative -$112.50. Immediately I calculated all of my transactions. On 9/18/2013 after my job made a deposit my account was $619.91 bringing my account to $620.42. The following is a list of all my debits from 9/18/2013 to 9/23/2013. $620.42-$20.00-$2.75-$400.00-$2.75-$5.00-$73.80-$36.90-$17.45-$23.14-$3.68-$5.81...⇄ leaving me with a balance of $8.99. After that I made two more purchases of $8.77 and $3.72. Unfortunately I miscalculated when I made the $3.72 purchase. It caused a chain reactions and overdraft fees totaling $112.50. Guaranty Bank charged me overdraft fees of $35.00 and $37.00 twice I was charged. As you can see I had $8.99 before the last two transactions which the $8.99 should have covered the $8.77 purchase. I admit I made a mistake with the $3.72 purchase which was not intentional. There's no way I would risk a $3.72 purchase just to receive an overdraft fee. I called customer service and spoke with 2 different customer service representatives to see if there was any way possible they could reverse the overdraft fees and I agreed to immediately deposit $3.72. I was told they could only reverse one overdraft in which they did grant me that $37 bringing my account to negative -$75. I explained to the customer service representative I understand that it was my mistake but I could not afford those overdraft fees because I have to pay rent. I understand they don't care because they are running a business. But for $3.72 they could have some sort of sympathy. Besides the numbers aren't adding up. I had enough in my account to cover the $8.77 transaction. The overdraft fees ate up the $8.99 I had in my account. I shouldn't have overdraft twice. On September 27, 2013 since I didn't have the money to bring my account out of a negative I was charged another overdraft. My account went from negative -$75 to negative -$111.50. I don't have money to give away to Guaranty Bank for a $3.72 mistake.Desired Settlement: I would like the overdraft charges to be waived I will pay the $3.72 I owe.

Business

Response:

I am responding to a complaint from [redacted] in regard to overdraft fees incurred on her account ending in [redacted]. [redacted] from our Customer Service Center reviewed the account history with you. The reason you incurred overdraft fees was due to accessing unavailable funds. When your transaction for $10 to [redacted] posted, your available funds were -$3.50 due to other debit card purchases which were on hold. You would not have had enough funds in your account for the $8.77 debit card transaction on 9/24/13. As a customer courtesy you received credit for a $37 fee on 9/25/2013 and a $35 overdraft fee and $36 consecutive day overdrawn fee on 10/10/2013. Your account balance is positive with the crediting of the fees. Some options that can help you avoid or reduce overdraft fees include:

Linking a savings account to your checking account for automatic transfers to cover overdrafts at a cost of $15 per transfer.

Review: My business Debit Card was breached during the last time it was used. I was notified by Fraud Department that there were some unauthorized charges that were attempted (although the card itself was still in my possession). I was told that my card would be cancelled and that I needed to call the bank to order a new one.

When I called to order a new card, I was told that they would have to charge me a $5 fee. The card was not lost and this is no fault of mine. I was told that it was their policy to charge the account anytime a card has to be ordered. Since I did not ask them to cancel my card, I should not have to pay to replace it.Desired Settlement: I want the $5 charged to my account for the replacement card reimbursed.

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 she had unauthorized charges on her account. Our understanding is that you cancelled your card reissue order upon learning of the $5 fee to which your message refers. As a courtesy, we have processed a card reissue without charging you a $5 fee for the new card.

Review: The Business Slogan is Your Busy Bank Easy, which is not the case. Over Memorial Day weekend we had an overdraft. We had clear coverage overdraft protection on the account, which did not protect us from the overdrafts. Guaranty Bank used to charge one overdraft per day maximum, they now charge over drafts for every single item which overdrafts. We have banked at the Waukesha location for several years, the [redacted] Dana has always been able to help us out when we had a problem. There is a new manager now at this location and some of the staff no longer care about the customers (except for Laura who has always been helpful but I don't know if she works at this location any longer). The Company has always been able to work with us in the past in getting overdrafts reversed especially if we had overdraft protection and there was a system glitch. There was a problem with the system where the money didn't transfer over in time to cover a small balancing mistake we were not home to check it. This caused four very small food transactions to translate into $117.00 in overdraft fees. There was one associate who was able to reverse a $7.00 overdraft, however because we had overfradt protection my understanding would be that each overdraft would only be $7.00, this is why we pay $60.00 a year for the protection. However the staff there was not willingly to work with us. When I called the corporate headquerters today the associate Crystal was very uncaring and got sy with me when I asked to speak with a supervisor. She placed me on hold for twenty minutes then hung up on me and never called me back. I would like to continue banking with Guaranty Bank but if this poor customer service continues I will have no choice but to switch banks. The company should follow the slogan Your Busy Bank EASY. Not you made a mistake were going to rape you. I would like the overdrafts reveresed or to be charged the $7.00 for each overdraft as I was told would be happened when we opted in to clear coverage. As I mentioned earlier this location was much more customer friendly when Dana was there, however, I fear it is a problem with the company as the corporate center is no longer willingly to help out customers either.Desired Settlement: Refund of overdrafts

Business

Response:

Guaranty Bank is responding to a complaint from [redacted] in regard to overdraft fees applied to his account over the Memorial Day weekend. Catheryne from our Customer Service Center tried to reach you by phone but she was not successful.

Your overdrafts occurred on May 23rd and the transferred funds would have needed to be in the account on the 23rd to avoid the overdraft fees. You processed the transfer on May 25th after the overdrafts had occurred. The system alerts customers that transfers done after 9 pm CT on a non business day, may not be processed until the following business day.

You indicated in the complaint that you have CLEAR Coverage. This service provides overdraft coverage at a cost of $7 per item for overdrafts totaling no more than $50 in paid items and fees exceeding the accounts available balance in a single day. Standard per item overdraft fees apply beyond the $50 grace zone. You incurred one CLEAR Coverage grace zone overdraft fee of $7 and 3 standard overdraft fees of $37.

We reviewed the call you placed to our Customer Service Center. At the time you called a Supervisor was not available and the rep asked if the Supervisor could call you back. You indicated you wanted to hold and you were on hold for 10 minutes. When the CSC rep went back to the call you had disconnected. As a customer courtesy, the bank will refund an additional $37 fee which will be credited to your account on 6/11/15. You previously received credit for the $7 overdraft fee. You have had multiple fee reversals in the past.

Our records indicate that you have cancelled the CLEAR Coverage Service and have opted out of the overdraft program for ATM and everyday debit card transactions. ATM and everyday debit card transactions will be declined when you do not have available funds in your account and no overdraft fee is charged. This will help you avoid overdraft fees for those transactions.

You can also link a savings account to your checking account for automatic transfers to cover overdrafts at a cost of $15 per transfer.

If you have any questions, please contact Catheryne in our Customer Service Center at ###-###-####.

Consumer

Response:

Review: I have been a customer of guaranty bank for over 6 months and have had multiple customer service issues. The conflict I am referring to in this complaint involves misinformation I was given regarding my account. I payed a 10$ fee to enroll in their clear coverage program a service that protects against overdraft fees. The teller assured me that I was enrolled in the program. On Nov-6-2011 I was informed via email that my account had multiple overdraft charges that exceeded $300.00. I spoke to my local branch and they informed me that the only option I had was to pay the charges.Desired Settlement: I would like all the overdraft charges on my account to be dismissed along with a complete cessation of any business connections with guaranty bank.

Business

Response:

I am responding to a complaint from [redacted]. [redacted] from our Customer Solution Center has tried to contact you by phone and email but he has not been able to reach you. In the complaint you indicate that you have CLEAR Coverage on your account ending in [redacted]. Our records show that this account does not have CLEAR Coverage. We do not show that you requested the service and the account has not been assessed the monthly service charge. You had a prior account with the bank that did have this service. Please contact [redacted] in our Customer Solution Center at ###-###-#### as soon as possible to discuss your overdrawn account.

Consumer

Response:

The issue is that I paid for the clear coverage service. I was told by the clerk that I was enrolled in the program yet I received an e-mail from guaranty bank telling me that there files showed I was not under the protection of this service. I am willing to pay a negotiable fee to speed things along, but I will not pay the amount correctly being demanded by the company in question.

Business

Response:

Rejection response from [redacted]:

The issue is that I paid for the clear coverage service. I was told by the clerk that I was enrolled in the program yet I received an e-mail from guaranty bank telling me that there files showed I was not under the protection of this service. I am willing to pay a negotiable fee to speed things along, but I will not pay the amount correctly being demanded by the company in question.

Guaranty Bank response:

I am responding to [redacted]’s rejection. [redacted] from our Customer Solution Center was able to reach [redacted] by phone on 1/21/14 and they agreed on a time for [redacted] to return the call as [redacted] was not able to speak at that time. [redacted] returned the call at the agreed time but he was not able to reach [redacted]. [redacted] also made several other attempts to reach [redacted].

[redacted] paid for CLEAR Coverage on his other account ending in [redacted] which has been closed. He did not pay for CLEAR Coverage on the account referred to in the complaint ending in [redacted].

[redacted] feels he was enrolled in the service for the account ending in [redacted] therefore we have reviewed this account as if the account had the CLEAR Coverage service and have credited the amount that would be owed to him as indicated below.

The CLEAR Coverage monthly service charges would have been:

July 30: $10 (account open 7/30/13)

Aug 22: $ 0 (no fee, no overdrafts)

Sep 20: $ 5 ($10 minus $5 rebate)

Oct 22: $10

Nov 22: $10

TOTAL SERVICE CHARGES OWED: $35

The overdraft fees that would have been $7 instead of $37 with CLEAR Coverage:

11/05 – Pabst Theater $4.00, credit $30

11/05 – Riverside $5.00, credit $30

11/05 – Pabst Theater $6.00, credit $30

11/05 – Panera Bread $4.23, credit $30

TOTAL OVERDRAFT FEE CREDITS: $120

NET CREDIT APPLIED TO HIS ACCOUNT: $85 ($120 - $35)

The request to credit the $85 to the account has been submitted and will be applied within the next three business days. The negative balance owed before the credit was $311.56. The amount owed after the credit is $226.56.

We feel this is a fair resolution to this complaint. If [redacted] has any questions he can call [redacted] in our Customer Solution Center at ###-###-####.

Review: My last visit to Guaranty Bank was in Jan 2014 at which time I had a positive balance. Around July of 2014 I was locked out of my online banking and since I had opted for online statements had no access to information about my account despite several unsuccessful attempts for help from customer service. Beginning in Sept 2014 I began receiving calls from a company representing Guaranty Bank. They would transfer me to Guaranty Bank customer service, who could each time NOT help me because I didn't know the answer to one of their questions "what was the amount and date of your last deposit". Without access to my account I had to rely on memory--which failed me. I flew to ** and discovered my account to be negative 157.00 which would never have happened had I been able to make contact. There are no branches in my area. I have been and am currently receiving regular additional fees for not paying the balance (of -5.00) since Sept 2014. To me this is unacceptable and I would like to find a fair solution to this issue as soon as possible.Desired Settlement: I would like to have the fees reversed and the account closed in good standing.

Business

Response:

I

am responding to a complaint from [redacted] in regard to online banking

issues and a negative balance in her checking account. Kaprice from our Customer Service Center

contacted [redacted] by phone in regard to this issue. As a customer courtesy, the

bank has refunded all overdraft fees.

After the credit of the overdraft fees, the account balance is overdrawn

-$10.00 due to a Clear Coverage service charge.

Review: I had a bank account with Guaranty Bank over five years ago. Someone called me regarding an account that was closed over five years ago stating that I owed thousands of dollars. I have several voice mails that I received from a man demanding $50,000 by Monday- in three days. Finally, he reached me but called private. He says that he knows where I live and will come and take it if he has too. He said that since he is an attorney he will get his $50,000 .

He says that he knows where I live and will come and take it if he has to because he doesn't play games and I need ask somebody about him.

I feel harassed and threatened by this man and afraid for my safety since he's in the business of taking what he wants. I called the number left on my voicemail and someone hangs up on me.Desired Settlement: I would like to speak to someone regarding this from guranty bank, but no one will return my repeated phone calls or emails.

Business

Response:

The bank no longer owns the debts. The attached letter provides a phone number and contact that the customer can call. The letter will also be mailed to [redacted].

Review: I open a Business account and was charged an over draft fee continuously on the same over draft amount. I was also charged and over draft amount on .16 cents. in which for my understand the back will continue to charge me $37.00 every 10 days x2 for both over draft amounts. I was not aware of the .16 cents charge. I called and customer service refuse to make a courtesy adjustment on the account. The customer service lady was very rude and not willing to listen to my point of view. I would be willing to pay the one over draft fee for the $60.00. All the other amounts are just excessive and a rip off.Desired Settlement: I would like to have the overdraft amounts adjusted and pay for the $60.00 dollar over draft fee, in which it acknowledge I owe.

Business

Response:

Guaranty Bank is responding to a complaint from [redacted] in regard to overdraft fees on her business account. [redacted] from our Customer Service Center has spoken with the customer. The bank previously refunded one overdraft fee as a customer courtesy and the customer is requesting an additional refund of the continuous overdrawn fee. The account is currently overdrawn and the customer has agreed to make a deposit to bring the balance to -$36 and after the deposit is made the bank will credit $36 to bring the balance to $0.00. The customer said they would bring in the deposit on 4/10/15.

Review: My problem is I am single mother trying to take care of my 2 children and I'm trying to pay my bills the best way I can but to have $739.00 of my money taken in fees is not helping your consumer. I can understand charging a fee for paying the bill for me but to charge me $37.00 and you returned it on top of that is not right. That's not helping to keep your customer happy. On top of that the bank charges $37.00 for a $2.30 transaction which I feel is uncalled for. I am a hard working single mother trying to make ends meat. Living paycheck to paycheck with no help from the government. Living expenses get higher ever day. I am asking for at least half of my money back if not all of it..Desired Settlement: I want my money refunded to me!!!!!

Business

Response:

Guaranty Bank, which does business as BestBank in Michigan and Georgia, is responding to the complaint from [redacted] in regard to overdrafts on her account. Luke, from our Customer Retention Department, spoke with you and offered options to help you manage your account. You agreed to enroll in our Checking Renew program which will forgive the negative balance amount you owe if you transfer your account to our Relationship Checking account and maintain this account in good standing for one year. The Relationship Checking account has a monthly service fee of $10 and no overdraft service and no overdraft fees which means the bank will only authorize and pay transactions for which you have available funds. If an item is presented and there are not available funds, the item will be returned but you will not incur any overdraft fees. If you do not maintain the Relationship Checking account in good standing for the one year period, the negative balance amount will be due and payable. The bank has tools to help you keep track of your available funds using Online Banking, Mobile Banking and INFO Line telephone banking. You can also set up Online Banking alerts to notify you via email when your balance is low. This option is located under the Customer Service tab, Manage Alerts in Online Banking.

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 went through a system conversion on 11/1/13. Since then there has been a past due payment due on my statement of $353.89. I do not believe that I owe a past due payment and have tried to resolve this for the past 2 months with no success. I have called about this at least 8 times and at one point was told I needed to take it to one of there branches and have them try and resolve this. I took it to the branch on [redacted] and talked to the manager there and he reassured me he would call and resolve with them and get back to me the next day. I did not hear back from him and called him the following day. He said he had not really received an answer from them and was told that I would have to call them myself and to call him back if I did not get it resolved. I tried again to resolve this over the phone with the loan department again and was transferred, disconnected and told they were too busy to stay on the line and try and resolve this and was told they would have to get back to me. That would be ok except for no one ever calls you back. I have been given 3 different answers as to why this is on my bill and I have also been told that it is not showing as due and that it has been corrected. Today I waited on hold for 45 minutes before someone answered my call and had to go over the whole thing again with someone else and when I told her I did not want to be placed on hold she said she couldn't help me unless she put me on hold and would have to end the call. I told her I would like to speak to a supervisor and she said there were none available and she would put my request in and have one return my call within 24 hours. When I said I needed to resolve this now she said there were no supervisors available and since I didn't want her help she would have to disconnect the call which is exactly what she did. I was told by the bank manager that he would have a supervisor call me that never happened and on another call she said she would transfer me to a supervisor and I waited on hold for 10 minutes and was disconnected. I no longer know who to talked to resolve this. One of the customer service reps told me that it was because I had made a partial payment and when I said I had never made a partial payment she put me on hold and came back and said it was because I make my payments later than the due date so more goes to interest. If I am correct that should have nothing to do with it. I have a monthly payment of $508.69. That should be what I have to pay each month regardless of the breakdown of principal and interest. I need to have this resolved because I am unable to pay my bill online because it won't allow me to pay my normal payment amount and I have incurred late changes because the branch manager told me not to pay it until it was resolved and when I tried to call and make the payment they said I would have to pay a $15.00 fee to pay over the phone. I finally took the payment into a branch for November and now trying again to resolve it for December. There are also issues with annual fees. They are saying there are 3 unpaid annual fees of $35.00 dollars but can not tell me what years they were unpaid. Although this complaint my seem rediculously long it really does not include half of what has transpired in the last 2 months or the many hours I have spent trying to get an answer to this.Desired Settlement: I do not believe I owe this past due amount. I would like to be able to make my payment online for the correct payment amount and I would like late fees incurred after 11/1/13 waived since I was told at the branch that I should wait until it was resolved to make payments. I would also like to know what years the annual fees they say are unpaid were due. I would also like them to know how much of my time has been spent trying to resolve this, how many different explanations I have received, how often I was transferred from department to department and disconnected only to have to wait on hold again when I tried to call back, and how many times I was told someone would get back to me or they would have supervisor call me that it never once happened.

Business

Response:

First of all we want to apologize for any confusion and delays in getting this resolved and communicated to Ms. [redacted]. As noted Guaranty Bank did go through a system conversion in early November which unfortunately affected the amount of principal being billed for this loan type. The correction to Ms. [redacted]’s account has been made and the customer does not owe the incorrect principal amount previously billed of $359.89. The account now reflects as being paid current with her regular payment and the next payment due in February 2014.

Review: Background: I applied for a home loan through [redacted], an intermediary for Guaranty Bank and the community developer.

For the first year, payments were posted correctly and statement provided that gave a breakdown of the payment. On the Nov 2013, Guaranty bank stopped providing a payment breakout indicating where the payments were posted to for “each month” and “year to date”. Guaranty bank started the payment breakdown again in Feb 2014.

We were notified of an escrow shortage in Apr 2014 and were told that we needed to make up the difference of escrow. Guaranty bank stated that the payment would increase from $656.04 to $808.24, if we made up the difference in the escrow account; or the payment would increase to $1048.54 if we did not. We are on a fixed income and cannot afford a $400.00 plus per month increase. We sent them 2 checks; one for the payment of $808.24 and a second check for the escrow shortage (identified on the check) for $2883.56. Both of these checks were cashed by Guaranty bank and cleared our bank.

THIS IS WHERE THE PROBLEM STARTS: Guaranty bank obviously posted both checks to the loan. They sent notices that we needed to pay the higher $1048.54 payment. We contacted them and told them we had made the individual payments. They sent another notice that there was a finance charge for late payment. We called again to state the payments had been made.

We received a statement dated 4/2/2014 that showed the “payments went to suspense” (2 entries), “payment from suspense” (1 entry), “loan payment” (3 entries) and “Principle payment”. Outstanding principle is “$81705.29”. Escrow showed $1670.31 paid; even though $2883.56 had been paid. Payment breakdown indicates; Principle $1246.00; Interest $ 775.49, Escrow $1670.30. The total payment we sent was $808.24 for principle, interest and escrow. They show $3691.80.

I called for an explanation and was given a run-around by the customer service agent. I requested to talk to a manager and was given Supervisor [redacted] who told me it was all corrected but could not provide anything showing the corrections. I asked to talk to a manager and was denied, but was given a name. The manager [redacted] did call and told me the same; “All was corrected but they would not provide me corrected copies, as I had requested.

A statement arrived, dated 4/21/2014, that showed allot of juggling of money in the account; but does not indicate if it is being applied to the principle, interest, or escrow. This statement indicated a negative principle payment of $1013.45 and a negative interest payment of $516.27. It also indicates an outstanding remaining principle amount of $82718.74; nearly a $1000.00 increase from the last statement. If one makes a payment; shouldn't the outstanding balance go down, no up? This statement also shows a payment of $1529.72 to escrow when the payment of $2883.56 had been made. Where is the other $1353.84?

This time I talked to [redacted] in customer service that seemed much more knowledgeable than any I talked to before; but she informed me that I could not receive corrected copies or corrected information. She mentioned that the problem originated in the Cash Admin Department and I requested to talk to them to clear this matter. She informed me they do not talk to customers. Once again I was denied a way to try to correct this problem and hung up. Later on [redacted] called back and informed me she could go over the account; but I asked her what good it would do when I had nothing to support what she was saying. She offered to mail a payment history breakdown and informed me it should answer the questions I have. The first and only person at Guaranty Bank that showed an interest in the customer! Bravo [redacted].

Her report may take care of my need for correct information; but it does not negate Guaranty Bank’s arrogant disregard for making the correct entries in customer’s contractual mortgages.Desired Settlement: Requested actions: 1) Guaranty Bank should be required to provide CORRECT statements to the customers. 2) Guaranty Bank’s managers and supervisors should be reported and strictly audited for irregularities to the proper authorities and held accountable. 3) Proper state and federal authorities should be notified and put Guaranty Bank on a watch list for their irregularities in accounting principles.

NOTE: Statements and other correspondence can be provided if requested; however, Guaranty Bank can provide the same.

Business

Response:

First of all we want to apologize to Mr. [redacted] for the level of service that he received in resolving this issue. The bank strives to provide excellent customer service and when that does not happen we take prompt action.

Review: On Monday 12/02/13 I went online to the bill pay on my acct. Have paid bills like this many times with no problem. I paid 2 bills, 1 went through with no problem. The other was my phone bill which was due on 12/07/13. On Saturday evening 12/08/13 my phone was turned off for non-payment. The bank was already closed so I went online to find out what happened but of course I had to do the "1 time security code" for about the "15th time". This stopped me from being able to use the online system since IT SENDS INFO TO MY PHONE THAT WAS TURNED OFF to complete the "1 time security code." Therefore, on Monday 12/09/13 I went into the bank at [redacted] and talked to I believe the head teller or assistant manager, [redacted]. She wasnt sure how to do it so we went into the office and she made a call to someone that could help us (I assume customer service but I didnt ask). The person she spoke to with said that you couldnt track or recover a payment!!! Through talking to her we discovered that my electronic payment did NOT go electronically but instead the bank made a decision to cut a check & send through the postal service. Needless to say it didnt get there on time. The person on the phone told me that it takes ups to 4 days for the payment to go through. THIS WAS 7 DAYS LATER! When "I" asked if we could stop payment on the check I was told (very rudely) by the person on the phone that I could do that but they would charge ME $37???? Why should I have to pay the $37??? Ms [redacted] then told me that she could take the $37 off my acct on her end and I agreed to it. Lady on the phone also then me that they could take up to 4 days to put the money back in my acct although they deducted it IMMEDIATELY when I made the payment on 12/02/13. Finally got that issue resolved. Now on 12/20/13 evening I needed to make a purchase online & I knew I didnt have enough money in my acct to cover it so I "FIRST" went to the Bestbank ATM & deposited $80 to cover the $76.99 purchase I needed to make. ONLY THEN did I go online & make the purchase & when I viewed my acct online on 12/22/12 & 12/23/13 it was showing the deposit & the purchase as still being in process. Today 12/24/13 when I viewed my acct online I had been charged $37 for NSF for the payment. This is the 2nd time Bestbank has done that to me but I didnt get reimbursed the $70 they charged me the first time. I live on SS Disabilty & cannot afford these charges that shouldnt have been there in the 1st place. I feel like I was treated VERY unfairly & VERY rudely by the customer service people. I feel that Bestbank doesnt value my business & I want at least the $37 that I was charged for NSF "IN ERROR".Desired Settlement: I need to be reimbursed the $37 that I was charged when the money was already there. I also would like them to review the policy that allows them to change an electronic payment to a check without even letting people know they could do thata IN ADVANCE. Also Bestbank needs to fix the problems they are having since the new website went online on 11/04/13 such as the "1 TIME" security code problem & the fact that I can no longer get my balance through texting as I use most often. I know I am not the only person having these problems with this bank

Business

Response:

I am responding to a complaint from [redacted] in regard to a bill payment. [redacted] contacted you by phone in regard to this complaint.

Review: I am a consumer of Best Bank in [redacted]. When I signed up for the account I signed up for clear coverage as well. Clear coverage should allow me up to $50 to be debited or processed beyond my available funds for a discounted overdraft fee of $7. After gaining clarification from a supervisor by the name of [redacted] I was told that if I use a debit transaction with my pin number that the payment would post immediately to my account. This by far was incorrect information that was given to me. As of 09/27/2013 I made a transaction to [redacted] in the amount of $30.00 that showed pending on my account till 09/28/2013. Because this was a credit transaction I expected it not to post right away, therefor I waited to use my debit card until the [redacted] transaction posted. On 09/29/2013 when the [redacted] posted it showed I had a current and available balance of $7.87. I proceeded to process a debit transaction with the use of my pin in the amount of $5.33 which left me with a current and available balance of $2.54. Because I signed up for clear coverage for $10 per month I decided to take advantage of the program. On 09/28/2013 after my pin/debit transaction of $5.33 I used the Best Bank ATM to withdraw $40.00 from my account which left a current and available balance of (-37.46)...... Based on the information that was given to me I was expecting to only pay a $7.00 over draft/ nsf fee causing me to only owe $44.46 on the account.... As of Monday 09/30/2013 I was accessed 3 nsf fees $7 for the atm withdrawal, $7 for the [redacted] payment, and $7 for the debit/pin transaction of $5.33..... So based on that the information that was given to me was incorrect because obviously my debit transactions did not post immediately. It seems that this bank takes advantage of their consumers by giving them false information about how their system is set up and also take advantage by setting up the online service to make the consumer think that transactions have already posted to the account by showing how much the consumer have or don't have in the current and available section.... I am completely disgusted and baffled by this. I would like for this bank to better inform their consumers on how the system "actually" works rather than lying to the consumer to obtain additional fees.Desired Settlement: At this time I am requesting that 1 of the 2 $7 nsf fee be waived as well as the $37 nfs be waived because based on the information I was given I was only expecting to pay only 1 $7 nsf fee on top of the (-37.46) that I intentionally drafted from my account to take advantage of the clear coverage service that I am paying for.

Business

Response:

We have tried to reach you by phone but have not been successful. [redacted] does provide reduced overdraft fees of $7 for overdrafts and fees that are within the $50 grace zone in excess of your available balance. In reviewing your account history you did receive overdraft fees of $7 for items in the grace zone and a $37 overdraft fee for one item that was outside of the grace zone. I have attached your account history for you to review.

In the Account Disclosure which you received when your account was opened, it states how overdraft fees are assessed (see below):

Overdraft fees are assessed during nighttime processing. Credits will generally be processed before debits and transactions will generally be processed in the following order based on date/time: direct deposits, teller transactions, ATM, telephone, and online banking transactions, Easy Advance repayments, debit card transactions, ACH, checks in check number order, interest, and service charges. Service charges could bring your account negative.

During the day you will see transactions post. At night we give you credit for any deposits you made and overdraft fees are determined in the above order, that is why the overdraft fees were different than you expected. The above order is a fair order for all customers giving you credit for deposits and then posting transactions in date/time order based on the type of transaction.

As you were confused by the information given by the branch employee, we will refund the one $7 overdraft fee and the $37 overdraft fee. These fee reversals will be credited to your account ending in [redacted] within 3 business days.

We apologize for the inconvenience you encountered. As a reminder you can cancel [redacted] at any time by contacting a branch or our customer service center (###-###-####).

Review: Primary nature of complaint is regarding mortgage. Paid off two mortgages. Funds wired to Guaranty Bank on or about August 19, 2014. Pay off amount was more than owed because of extra monthly mortgage payment made before closing of new lender. Guaranty Bank has not/will not refund escrow account. We have called 6 different times to no avail. The customer service people are extremely rude, rude, rude! We even went to our local branch and the supervisor called and got the same experience as us. They can not give us any pay off amounts, escrow balances, money owed to us, etc... All they tell us is we have 21 business days to send it out. NO other information. We have 8 months of escrow sitting in an account, plus an extra mortgage payment of 1110.00. They surely cant keep our money???? Do we need to take legal action???Desired Settlement: We are demanding our escrow funds, and extra mortgage payment refunded to us.

Business

Response:

We apologize for any inconvenience this delay has caused. Our Loan Servicing area did contact Mrs. [redacted] on September 16 to explain why the escrow refund check was not issued within the regular time frame due to an oversight on our end. To avoid any further delay in receiving the funds, an authorization was received to deposit the refund directly into the [redacted]’s checking account. These funds were deposited on September 16th.

Review: I called On Dec. 20th to report a suspicious charge on my account that I did not make and asked for my card to be canceled. He asked if I wanted to complete a dispute form with him and I informed him that I did and we went through the form together. I inquired about whether or not he could obtain any information about the merchant that I was questioning and he informed me that he could not and that there was nothing showing on the screen for the merchant. I also notified the phone rep at that time that I was one of the [redacted] consumers whose information may have been compromised. I inquired about automatic billing that my card number was used for and the rep assured me that my creditors would not be affected by the canceling of my card. I inquired about having a security code on my card and he informed me that I could set that up once my new card arrives. He asked me was there anything else and I informed him that there was not. On Dec. 26th me and my family went to try and purchase some items at [redacted] and my husband's card did not work, so I paid cash for our items. We thought that maybe it had something to do with it being [redacted] so we went to purchase gas and still his card did not work so again, we used cash. My husband called this morning (Dec. 27th) and was informed that I had requested that both cards be turned off. This was not true and my husband was blatantly lied to. My husband's name and card did not come up at all in my conversation with the phone rep on December 20th. My husband inquired about the ability to use the card from the 20th up until last night (26th) and the rep had no explanation. My husband also inquired about not receiving a phone call and again no explanation but was told that they would get something done for him today and would call him back to let him know.Desired Settlement: This is the second time that our cards were shut off without our consent and without proper notification. There has been not thought to the inconsideration, the inconvenience or embarrassment that this has caused me and my husband in public establishments when we have more that enough money in our account to cover these expenses. Had we not carried an extra credit card or cash we could have faced some serious and maybe even legal consequences from establishments that provided lodging, food and travel for the both of us. Words can't describe how upset we are at Guaranty bank and their business practices. We believe that they are over stepping their privileges and are going too far with their reach. Will look at other alternatives including closing the account...

Business

Response:

I am responding to a complaint from [redacted] in regard to the locking of the debit cards for the account ending in [redacted]. On December 20, 2013 [redacted] reported a suspicious charge to the bank and asked for her debit card ending in 6309 to be locked. The card was locked by the customer service rep she spoke with. When the suspicious activity form was investigated it was determined that the card used for the suspicious transaction was her husband’s card and to prevent any further unauthorized transactions, his card was locked on 12/26/13. The bank expedited another card at no cost when we were contacted in regard to the locking of both cards. We apologize for the inconvenience this has caused. We have worked with our customer service area to ensure when suspicious activity is reported that the correct card is locked. Again we apologize for the inconvenience.