Guaranty Bank

Review: I have a business account and have had it for years with you guys. Best Bank allowed Comcast to come into my account and take money out of it when there was no money there. I have NEVER ONCE AUTHORIZED COMCAST to extract any money from my account. My company is set up to sell internet services on which comcast gives me percentages of the sales. They put the money in my account and then took it back after the money was gone. Comcast sent me an apology letter for doing so and a certificate for dinner for two. This is inapproprieate now I am on Check systems for have a bad account and now the account is closed. I have tried to resolve this at the branch and through complaint filing but no luck. My company was not tied to my SSN ither it should have been tied to my EIN number. I want this cleared up as soon as possible and the chex system report dealt with. I feel BEST BANK is totally wrong for letting them take money from my account.

Account number: [redacted]Desired Settlement: I want my account in good standing, and this to be deleted from Chex Systems.

Business

Response:

Guaranty Bank is responding to a complaint from [redacted] in

regard to Comcast preauthorized withdrawals from his business account. Tony

from our Customer Retention Dept. called you in regard to this complaint.

Review: Good morning. My name is Mr. [redacted] and my account number with best bank is [redacted]. I was referred by a friend to open an account at best bank 03/20/2015 at your branch at Northridge Kroger, Sandy springs and honestly I have had a terrible and bitter experience with your bank so far not, to mention the lack of customer service skills of professional that work at Best bank call centers. They are extremely rude to customers and do not show any type of empathy to unsatisfied customers nor are they apologetic.

I have numerous invalid computer generated overdraft fees on my account that I assume are invalid and should be erased to keep my account in good standing. I will break down these charged from copies which I received from your branch in Sandy springs(Northridge) , I may also send you hard copy of the print out if requested.

To save some time, I will start from transactions on 04/09/2015.. Please pay close attention to daily balances and deductions…

04/09/2015 Closing balance for the day $69.48

04/10/2015 POS Purchase $5.00

04/10/2015 POS Purchase $51.50

04/10/2015 POS Purchase $1.29

This brings the total purchase for the day to $57.79

04/10/2015 $11.69 Closing balance for the day with all paid deduction ($69.48 - $57.79)..Pls take note that there was no pending transaction because I had credit of $11.69 instead of negative.

04/11/2015 Which was on a Saturday, 2 Overdraft fees of $37 + $37 ($74.00) hit my account for no reason because I made a deposit of $40.00 into the account which covered

04/11/2015 $10.51, $7.15, $6.49 = $24.15(Please take note that $40 deposit + previous balance of $11.69= $51.69 which covered all transaction on 04/11/2015 leaving the overdraft fees invalid due to pending transactions that was not paid ..

04/13/2013 Another 3 invalid overdraft fees of $37.00+ $37.00+$37.00=$111 without using my card for any purchase.

04/13/2015 $1.00 authorization was put on the account which was pending again and another $37 accessed for a pending $1 Authorization NOT PAYMENT..

04/14/2015 Yet another $37.00 was accessed again without using my card.

Not sure if this is a computer generated or human error but I request an escalation of this issue to a most senior level manager to take a look into these calculations, take out all these generated fees and credit my account back. It is extremely unsatisfactory that new customers are treated in such manner and it leaves a bitter experience and bad reputation of your bank. I am a visitor here and was looking to establish my account with a well reputable bank but I am have gotten a bad image of your bank so far. The Assistant manger at the Northridge branch was very helpful to credit some of the fees and requested I contact the central office for the rest.

Please I request immediate escalation of this issue and also forward to corporate or I will keep escalating until this issue is corrected and my account is credited back.

I am sending this message via the contact center on your online form an If an acknowledgement is not received and corrected, then I will forward to corporate.Desired Settlement: Terrible customer service that keeps ignoring complaints after several escalations

Business

Response:

Guaranty Bank (dba BestBank in Michigan and

Georgia) is responding to the complaint from [redacted]. [redacted], the Regional Manager, spoke

with [redacted] in regard to the service issues and bank overdraft fees.

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

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

our attention and we also apologize for the inconvenience they have

caused.[redacted] reviewed how

the account became overdrawn. Prior to the complaint two overdraft fees were

refunded. [redacted], as a customer courtesy, refunded the remaining five overdraft fees

on 5/7/15. She suggested that [redacted] may want to opt out of the overdraft

service for ATM and everyday debit card transactions to avoid overdraft fees for

these transactions going forward. 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 ###-###-#### and choose Option 6, or log in to Online Banking and choose Customer Service and Change ATM/Debit Card

Overdraft, or visit the local branch.

Review: On the week of September 8, or the 15, I call Guaranty Bank"s automated phone line to sing up for the; Easy Advance program. It is a line of credit that allows eligible customers to borrow money from their next direct deposit.

Before I started to use my debit card to make some purchases, I had contacted a customer service rep on around September 19 or 20 to confirm that I was in the Easy Advance program, which she told me that I was on it.

As I was confident that I could borrow up to 25% of my next check which it an estimated $200 . I started to use the debit card for some purchases which were done on september 23 and september 24.

On september 24 I call the automated phone line to see my balance, to my surprize I found out that there was -$ 592 that was owed to the bank. I immediately call Guaranty Bank to see what the problem was, I spoke to [redacted] a customer service manager ,and told her that I have been a customer for more than 10 years and that I never had a single overdraft fee .

She told me that there was nothing in the system that prove that I was in the Easy Advance program, But she was going to fix the problem , She said that she was going to waive 5 charges for the overdraft fees, and to call her to on friday September 27 to fix the rest of the charges. I follow up with her on Friday and she told me that there was a total of 16 overdraft charges that she couldn't do all of them, that I would take care of tho of the charges and that she will take care of the rest. I'm still missing 11 notice of credit fee reversal she only did five.

On September 25, 26, 27, 30 I tried to get a hold of her I managed to talked to her on one of those dates, she told me that the notice of credit -fee reversal did not go through, suddenly she hang up the phone. I kept calling back several times to fix the problem and try to talk to [redacted] a [redacted] ,left messages, but she never call back to fix this problem. I'm really disappointed for the lack of concern to fix a problem that was caused as a result of some misleading information that I was given by one of their customer service reps and lack of respect for a minority customer, I don't know if it is because my accent or not a high priority customer. One more thing, On the week of August 23, 2013 I use my debit card for a Hotel Reservation in Florida, the debit card did not go though because there was not enough funds. This is what should it had happened when I used my debit card for the 16 overdraft fees the bank is trying to bait.Desired Settlement: I would like to pay what I charge on the debit card plus pay the $10 per hundred borrow which they charge on the Easy Advance program.

Also for Guaranty Bank to nullified the 16 charges for overdraft -fees and reimburse the funds to my account.

Finally explain to me, why didn't the customer service reps did not return my calls or ignore my request to talk to a [redacted].

Business

Response:

I am responding to a complaint from [redacted]. Our systems show that [redacted] called a customer service rep to get information about our Easy Advance program but the system shows that he never enrolled in or requested an Easy Advance. To enroll and request an advance you need to call ###-###-#### and choose Option #. You will choose an advance amount, get a confirmation number when an advance is approved and the advance amount is credited to the account that day. We show there was no call into the system and no confirmation number generated.

[redacted] was charged 14 overdraft fees from 9/23/2013 through 9/24/2013. On 9/24/2013 his account ending in [redacted] received credit for one fee, on 9/25/2013 the account received credit for 5 fees, on 9/27/2013 the account received credit for one fee and on 10/9/2013 the account received credit for the remaining 7 fees.

The reason why the remaining 7 fees were not credited and no one called you back is that you were leaving messages on a voice mail box for [redacted] that was no longer in use. There was also an issue with the approval of the final fee reversals and once that issue was found those fees were credited on October 9, 2013. We apologize for the issues you encountered.

Review: On 8/27/13 I went to withdraw $90.00 dollars from an ATM where I work and the machine did not give me any money. So I use the next one and it gave me $90.00 dollars. I call Excel Federal Credit Union that day and told them their machine did not give me any money. So I said let me check my account to make sure it did not deduct $90.00 dollars twice out my account and sure enough it did. I call Best Bank that day and told them what happen they said I needed to come in and filled out a form. So I did. Best Bank have not given me my money back yet. I overdraft my account because I needed my money to get back and forth to work. I signed up for the clear coverage program and if you overdraft your account you would only be charge $7.00 dollars but they charge me $37.00 saying it up to $50.00 dollars and anything over that is $37.00 dollars. I said when I went into the bank to sign up for this I was not told this. The customer service Rep I spoke with name [redacted] not sure how she spell her name told me it was on the form even if they did not tell me. She was very rude and had an attitude when I was asking her about my account. I then sent them an email on 09/04/13 and 9/5/13 asking them to waive this $37.00 overdraft fee when I was not told it was only up to $50.00 dollars and that they owe me $90.00 dollars. My account should have never been deduct twice for $90.00 dollars if the machine did not give me any money. No one at Best Bank is concern about me getting my money back. They have the worst customer service I seenDesired Settlement: I would like for this overdraft fee waived and I want my $90.00 dollars back they owe me and for them to send there customer Rep to training. Also Best Bank should make sure all customers are aware of their policy and what they are signing up for and not when something has happen.

Business

Response:

The bank received an affidavit on August 28, 2013 in regard to the $90 ATM transaction. The bank has 10 business days to investigate the error. The bank sent the request for a reimbursement of the $90 transaction to Excel Federal Credit Union and we have not had a response from them but we have provisionally credited your account for the $90 ATM transaction and the $2 ATM fee. There were no overdraft fees charged for the $90 ATM transaction. Your account became negative on August 30, 2013 and you did not receive a $7 overdraft fee because you were overdrawn -$63.80. If you have any questions regarding your overdraft fees please contact your Branch Manager.

Review: On 2/28/14 my husband deposited $525.00 in cash in my account, I noted the money was in my account on 3/1/14 as about 5 hours later I proceeded to pay my rent but the $525.00 was no longer in my account. I telephone the customer service and was told I must go into the bank. I went in the Branch which is located at [redacted], I was told by teller [redacted] that it was a Bank error and the $525.00 will be in my account by the close of the day, she proceeded to send a email to the branch that my husband deposited the cash monies. E-mail stated 3/1/14 TO;Retail Customer Research and Adjustments Dept@GBNOTES Cash Drawer error Money not showing in the account. At that point I voiced concerns because my rent was due on 3/1/14, she then assured me it would be in my account by the end of the banks closing day. I checked my account when I got home there was no monies in my account. Sunday 3/2/14, I went to the branch my husband made the deposit, I was told by Personal Banker [redacted] that they never recieved an e-mail from [redacted] and she had no ideal where the cash deposit was. Ms. [redacted] telephoned [redacted] who now stated she never told me my monies would be in my account by the close of Saturday, she stated she related to me that my monies, " Might be in my account by the time they close on Saturday or Monday" I presented a copy of the email that was supposedly sent to Ms. [redacted] who once again said that the bank never recieved itDesired Settlement: Refund I was assured by [redacted] that monies would be in my account by the close of Saturday 3/1/14, I related to Ms. [redacted] if my rent is not sent on 3/1/14 I would occur late fees starting at $50.00 on the 2, $25.00 on the 3rd, therefore I want to be compensated$75.00 for late fees$15.00 Travel to Bank [redacted] on 3/1/14 (15 miles)$25,00 Travel to [redacted] 22 miles Total Refund of 525 Gas, Late Fees $ 115

Business

Response:

I am responding to a complaint from [redacted] in reference to a banking error that occurred February 28, 2014. [redacted] from our Customer Service Center called you by phone in regard to this issue. The bank strives to provide excellent customer service and when that does not happen we take prompt action.

Review: I opened two account in [redacted] (checking account as well as credit builder). I had an emergency and relocated to Florida. Unfortunately I do not have a guaranty branch for the next 700 miles. I know my account reached a negative status. However I've been trying to resolve this issue and pay the amount but no one can help me make a payment because I do not have an account number. During my transition I did not keep my initial documentation when I opened the account. I never ordered checks either. The credit builder account is having same issue. I've been trying to pay for 3 months and nothing. IM NOT REFUSSING TO PAY. Guaranty is just not allowing me to. To make matters worse you have now reported me to check systems, credit bureau and have tacked on late fees in the process.Desired Settlement: I would like someone to make a payment. Also this is impacting my credit negatively so I would like to have this removed from my credit as well as check systems as the notes in your system should indicate that I've been trying to pay this for 3 months. It wouldnt have gotten that far had someone would have taken the pament.

Business

Response:

Guaranty Bank, which does business as BestBank in Michigan and Georgia, is responding to this complaint. [redacted], our Customer Service Operations Specialist, contacted [redacted]. He confirmed that [redacted] made one call to the bank on December 3rd. Only one monthly payment for the Credit Builder loan was received on August 14th, therefore this loan was closed. Mr. [redacted] understood that because there was only one payment that the credit reporting is accurate and will not be adjusted. The checking account was also closed with a balance owed of -$72.45. [redacted] walked Mr. [redacted] though how to log into Online Banking to obtain information about his checking account, including the account number. The Bank will also mail an envelope to [redacted] in case he would like to submit payment for the amount owed on the checking account by mail. Once the payment is received and processed the account will be closed with a $0 balance and the Chex Record will be updated to a status of paid. If there are any additional questions please contact [redacted] at ###-###-####.

Review: On 08/23/13 I went to deposit money into my acct and the teller told me I was a negative $953.00. I told him no way and he stated on 08/22/13 there was a check draft made to [redacted]. I explained I am not a student and owe no loans. I asked for the authorization on that withdrawal and they had nothing. I was told to do a affadavid. I went to bank following Monday and did it. I called again to the number on bottom of sheet. The girl on the phone told me that last year 09/26/12 I did a EFT for Fed loan and it went into another bank acct. I told her that it was last year and I want proof of this. She had nothing. I also told her she had no right to do a withdrawal from my bank that I did not authorize. I never authorized a withdrawal on 08/22/13. On top of it no one from bank called to let me know anything. I looked into my one authorization I did on 09/26/12 and I have statements that show it was done and debited. I then received a form in the mail from the bank that I filled out the wrong affadavid they gave me. I needed to do a new one. The one I did was for a EFT and I should do one for a ACH. The bank gave me the sheet to fill out. I went to the bank again and did a new one. I never authorized a ACH of any kind. I do know from the Error resolution practice which the bank used on me when I had a error last year and they would not do anything that any errors that would of happened last year should be resolved within 60 days of statement. I am sure to avoid a year later problem if any.Desired Settlement: I want the bank to put back the withdrawal they did without no authorization of $1005.20 and to follow the policy they gave me when I signed up stating the error resolution policy. I believe they are trying to withdraw on my acct any way they can without following guidelines set forth by law

Business

Response:

On August 26, 2013 the bank received an affidavit regarding a transaction that posted to your account ending in 9007 in the amount of $1005.20 on 8/22/2013. The bank has 10 business days to investigate the transaction. I have attached a copy of the letter that has been mailed to you in regard to this transaction. The bank received more detailed information regarding this transaction and the letter lists a phone number for you to call regarding the transaction -- [redacted] from [redacted] at ###-###-#### (also see attached letter). After calling this number and speaking with [redacted] if you have any questions please contact us at ###-###-####.

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 had a [redacted] and was unable to get back to Revdex.com. The bank still has not put my account back to before it was debited without my consent. The bank has not followed their own process in regards to any error being resolved and brought to attention of bank within 60 days. Guaranty states this transaction took place in Sept of 2012. That is almost one year ago so should of been resolved last year. Now a year later the bank decides to debit my account without notice or authorization from me. Besides complaining to Revdex.com is there anyone else that I can contact over the Bank? I asked for their legal team but they told me there was not one.

Review: Once again this bank has made up an overdraft fee in less than three months. This time they claim it was for a service charge of $2 once the $2 brought my account to a negative amount I was then assessed a $35 late fee. This bank dis not give warning about paper statements being charged and it is jist one more way to make money off a free account by assessing a late fee. I wish for the overdraft fee and the service charge to be taken off the account and my account be permanently closed as well as denying the bank the opportunity to place my account in collections.Desired Settlement: A refund and the account closed without it going into collections.

Business

Response:

Guaranty Bank, which does business as BestBank in Michigan and Georgia, is responding to a complaint from [redacted] in regard to an overdrawn balance. On 3/2/16 the paper statement fee brought the account negative. The paper statement fee was disclosed in the Account Disclosure that was received when the account was opened. The account balance remained negative for 7 days and a continuous overdrawn fee was assessed as disclosed. The bank has refunded the $36 continuous overdrawn fee and brought the account balance to $0. As of 3/29/16 this account is closed per [redacted]’s request.

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: I received $72.00 in overdraft charges for my account being overdrawn over .62cents.

If you review my account, you will see over drafting is not a common practice.

Also, you will see that I just started using this account again on a consistent basis.

I received poor, I mean terrible, horrible, poor customer service when the Branch was in Newnan, GA.

That is why I opened up an account with CB&T about two years ago.

I went in to close my account one day when the branch was still open in Newnan on a Saturday and the two girls were sitting there "working" because the branch was shutting down permanently. I remember waiting 30 minutes one day to have someone come out and help about 5 people .

Bestbank used to stay open until 7pm, and I was able to handle my banking needs.

Well towards the end of the branches term, they starting closing at 5pm. I worked 8-5 pm, so the bank was no longer able to meet my needs

The branch in Union City is not convenient to my home either.

I did attempt to call about the overdraft charge on March 29, 2016 but due to the long wait I decided to hang up.

I called today ( 3.14.16) to have the one charge removed when I found out an additional charge was placed on the account 7 days after the first overdraft. At no point is the past two weeks have I received mail, phone call, or email to inform me of what was going with my account was overdrawn and charged an additional fee.

The only reason I used the BestBank card that day was because I checked my online account with CB&T, while I was at the circus in Atlanta, and seen my pay check had deposited. I used the BestBank card because I didn't feel comfortable using my debit card with CB&T at the circus for fear of someone being able to steal my card information ,and I have more to lose if someone stole my CB&T info.

I can provide proof that my CB&T check deposited in my account on 2.27.16.

I was informed that my company pays early when your check falls on a Monday. I don't understand why Bestbank didn't have my $20.00 on my account Feb.27, 2016.

I have no issues paying the .62 in overdraft fees, but it's an unethical business practice to charge me $72.00 for a .62 fee. It is down right predatory. I would have rather you denied the transaction.

Note: I only deposit $20.00 into this account every two weeks and have no issues with not going over budget.

You can look over my records and note that I call and check this account because I always do my best to make sure that I do not go over the amount put into the account.Desired Settlement: I would like the fees removed from my account ,and my $19.38 refunded to me with the account closed in good standing.

Thank you,

Business

Response:

Guaranty Bank, which does business as BestBank in Michigan and Georgia, is responding to a complaint from [redacted] in regard to overdraft fees. Brandon, our Customer Service Operations Specialist, reached out to [redacted] by phone. He informed her that the bank previously refunded the $37 overdraft fee on 3/14/16 and the continuous overdrawn fee of $36 was refunded on 3/15/16. To avoid overdraft fees on debit card and ATM transactions [redacted] may want to consider opting out of the overdraft service for these transactions. When opted out these transactions will be declined when there are not available funds in the account. The opt out request can be processed at any branch location, via online banking or by calling ###-###-#### and selecting Option 6.

Review: On Dec. 18, 2015 I stopped at my local Guaranty Bank branch and placed a "stop payment" on an upcoming ACH transaction. Paid the fee and was given a receipt. On Monday Dec. 21st, I noticed that the ACH transaction was listed on my account and caused the account to become negative. I then called Guaranty Bank and informed them of the "stop payment" that I had placed on this ACH transaction. Was told that the transaction had to post to my account but would be taken off by the end of the business day. I checked my account again today which is Tuesday, December 22nd and not only is the transaction still there but also an NSF fee for $37.00. I then called Guaranty Bank again and spoke to a customer service rep named [redacted]. [redacted] was VERY rude and stated that by the bank removing the stop payment was doing me a favor. I informed her that I shouldn't have the NSF in the first place because I paid them for a service that I didn't receive. She then stated that I shoukd have the money in my account when I have a scheduled payment coming out. I then stated that that was why I paid for the "stop payment" service and that Guaranty Bank should not offer that service if they're not going to provide it. [redacted] then stated that the account should be corrected by noon. My wife then spoke with [redacted] (still Very rude), and my wife expressed her feelings of being held "hostage" because this has not been rectified like we were told. [redacted] told my wife that "she wouldn't say that we were being held hostage" and that we should jave been told that it takes a day and a half for the system to correct itself. My wife then asked for the name of the Supervisor if things weren't corrected. [redacted] informed her that there were several supervisors but did mention a few. My wife asked for last names and [redacted] stated that she could not give that out.Desired Settlement: I want my account corrected and the fee and any other fees that they might try to add with my account being negative due to them not stopping the initial ACH transaction.

Business

Response:

Guaranty Bank tried to reach [redacted] by phone but we were not successful. [redacted] requested a stop payment on 12/18/15 for a [redacted] transaction in the amount of $143.91. This transaction was presented on 12/21/15. It was not a “true stop” which means it did not match an item number and therefore needed to be manually reviewed and returned to the payee the next day. The overdraft fee was not assessed due to the item being returned. [redacted] received a courtesy refund of an overdraft fee on 12/22/15, which was provided in error, but the bank will not reverse this fee due to the customer service issues.

Review: They are trying once again to charge me over draft fees that should not be applied. They are misleading from the online app.to there computers. I have screen shots of most of my banking to prove I should not have these over draft fees and they refuse to reinburse my monies.Desired Settlement: There are 2 $7.00 over draft fees and a $37.00 over draft fee I have proof I do not owe and I want it put back in my bank.

Business

Response:

Overdraft fees were charged as disclosed. Letter sent to customer asking her to provide copies of the screen shots she is referring to in the complaint (copy of letter attached). Tried to reach her by phone but we were not successful.

Business

Response:

Guaranty Bank would like to work with you on this issue. The bank called the phone number listed in the complaint - ###-###-#### - on Aug 26 at 3:52pm, Aug 27 at 4:21 pm and Sept 1 at 10:19 am. Please contact [redacted] in our Customer Service Center at ###-###-####. He will work with you on this issue. You can also provide a copy of the screen shots to him or send them via mail in the postage paid envelope that was sent today.

Consumer

Response:

Review: I opened up a checking and savings account along with referring a friend to best bank. Because of 1 cent overdrawn my account has suffered a substantial loss of now $432.97 I have spoken to corporate office who refuses to correct this issue and putting my account in good status.Desired Settlement: Billing adjustment and fix my credit report

Business

Response:

Guaranty Bank, which does business as BestBank in Georgia and Michigan, is responding to a complaintwe received in reference to a past due amount.Your personal checking account ending in [redacted] became overdrawn on June 7, 2014 and was closed witha balance owed of $432.97 on August 6, 2014.The bank no longer owns this debt. The debt was sold to [redacted]. Their address is [redacted]

[redacted]. Or you may call [redacted] at ###-###-####.

Review: I deposited a check in my Guaranty Bank Checking Account on June 5th 2015 for an amount of $3429.00. My account including Debit card was immediately suspended as for unknown reasons to me as well as the issuing banks checking account holder US Federal Credit Union's side. My bank claims the check is fraudulent, US Federal Credit Union states the check cleared on June 8th and there are no problems with the account or that check. They refuse to do anything about it over the phone, or at branch level. I prior to this had had zero issues with this bank or my local branch. They according to the contact at Us Federal Credit Union have received zero inquiries on this issue. None. Funds are sitting parked in my account according to the branch. I personally have been to the branch 8 times trying to resolve this, have called the worthless customer service number 3 times trying to get this resolved. In this 11 days, I have received a letter written by the equivalent of a 3rd grader that " my account is under lockdown due to recent activity" The only thing I have done with that account is deposit that check on 6-5-2015. There response is that they want written proof from US Federal Credit Union on their letterhead that that check was fine.Desired Settlement: 11 days is a ridiculous amount of time , by now from any other bank in the WORLD , I should have received this allegedly fraudulent check back in the mail to me to resolve with the issuer of the check. I have literally spent hours today reviewing all the horrible reviews of this Bank and the conduct of their customer service department , and employees at the various branches. I want full access to my account so that I may properly close it and move my business elsewhere to another far more reputable Financial Institution. Best regards

Business

Response:

Guaranty Bank is responding to the complaint from [redacted] in regard to a check he deposited on June 5, 2015 in the amount of $3,429.00. Kim, our [redacted], spoke with you by phone in regard to this complaint.Your account had not been used since January 23, 2015 and you deposited a hand written check on June 5th and then attempted to use those funds with your debit card. The account was locked due to this unusual activity and you received a letter notifying of the account restriction. The restriction has been removed and you have been able to perform transactions on your account.

Consumer

Response:

Review: I had gone into the location and changed my address when I had initially moved. I have two accounts with this bank and the bank failed to update the address on one of the accounts. Therefore, I have not received any mail for this account. I normally work 12 hour shifts and going to the bank is not an option available to me. I inquired by phone why I have not received any mail about this account from them be informed that they have charged me returned mail fees because my address was never update by the location. I don't know why one account would be updated and not the other when I had requested for both accounts to be changed. Now my sons savings account was closed because the bank took all of his money. I was also told that nothing can be done. I really believe that they don't want to do anything. It's a savings account to save money not for the bank to take it.Desired Settlement: I would like for his account to be reopened, the address changed and for my sons savings account funds to be reinstated.

Business

Response:

Guaranty Bank is responding to the complaint from [redacted] in reference return mail fees. [redacted] from our Customer Service Center spoke with you in reference to this complaint. The reason why the address was not changed on the savings account was because you were not listed as the tax reporting owner on this account. As a customer courtesy, the bank has reopened the savings account ending in [redacted] with a balance of $120 on March 23, 2015. The address on this account has also been updated as requested.

Review: I made a e-check payment to my son 2011-2012 the bank withdrew the funds form my account, but my son did not receive the funds, I had asked for a picture of the cancel check, they gave me reason why they could not, it was too old, I have to contact the office, gave me the run around. keep assuring me that he did get paid.

They have not account for the $10.00 funds, so the funds are not in my account.Desired Settlement: Photos of all checks and the cancel one so that I know that the funds did reach the person. I want the interest and All the Over draft fees waived because of there account problem.

Business

Response:

I am responding to a complaint from [redacted] in regard to an e-check payment to his son 2011-2012 in the amount of $10. [redacted], from our Customer Solution Center, contacted you and asked for more specific information regarding this transaction. You confirmed it was a $10 bill payment from December 2012 which was debited from your account ending in [redacted].

We have reviewed all your statements from the opening date of Aug 10, 2012 through June 28, 2013 and could not find a $10 transaction. If a transaction was not processed that is why your son did not receive the funds.

If you have any further questions or need more information please contact [redacted] at ###-###-####.

Consumer

Response:

Review: I went into the bank on July 12, 2013 I had 2 paychecks that week and I wanted to deposit one check and cash the other the bank teller was having a problem and called for a manager and he told that they couldn't cash the one check because there were pending charges and the money for those charges were in the account and I just deposited a check over $400.00 and wanted to cash one that was over $300.00 but that was not possible otherwise it would overdraft my account. I took the one check back so I could go to [redacted] and cash it but I should have demanded the other check back too but I didn't and they say they have one day deposits which is untrue I deposited my checks on Friday and didn't have access to my money until Tuesday the following week. When I open this account I was promised a $75.00 bonus for direct deposit but I never got the $75.00. And I never receive any bank statements of any kind!!!

When I went to open a savings account I wanted just a basic savings account and that is what I asked for and [redacted] said he would assist me but what he didn't do was tell me that they don't do basic savings accounts and then explain to me what kind of accounts they have but he failed to do so and proceeded to open an account for me and never told or gave me any information on it in fact I didn't even have the account number. Then I go in to take money out of my savings account and I was told I couldn't take money out because it was a savings for forever account and I would be penalized if I take money out. Another time I went in to deposit a check and I asked [redacted] what happened to the [redacted] who worked there he said she was a [redacted] and she quit she was impossible to get along and then I looked back at my mother and she was shocked as she heard the comment too. Also I won't shop at the [redacted] anymore because I feel harassed by the bank personal pushing their services my 21 yr old son feels the same way. Oh in fact there is [redacted] who works at the [redacted] and he slanders [redacted] I listened to him try to talk to my son who was NOT interested in Guaranty Bank but all this man did was tell my son how terrible [redacted] is because he used to work for them but that gives him no right the slander [redacted]. I bet that nothing will happen to either of these men because of this or any complaint and they will still have their jobs just because they are men and that is not at all fair because all of the men that work at the [redacted] Branch are very rude. I will be seeing a private attorney later today because this is just wrong. Because this is my second complaint about this bank in a year.Desired Settlement: I would like for my both of my accounts to be closed with absolutely no closing charges and the $634.19 that is in my savings account to be sent to me by check. I should not have to pay any closing fees for their failure to provide proper information to a customer.

Business

Response:

The [redacted] has tried to reach [redacted] by phone to apologize for the service issues but was not successful. The branch has closed both of the accounts as per her request and a letter and the checks are being mailed today, 10/2/2013 to [redacted], [redacted], [redacted].

You will receive the following two cashiers checks for the account closings:

Check #[redacted] for $.01, Acct #: xxxxxx[redacted]

Check #[redacted] for $634.19, Acct #: xxxxxx[redacted]

Review: When I signed up for the account the representative failed to inform me of the overdraft policy. Then I was advised that I opted in to received consecutive overdraft charges at their digression. So I was charged 140 in overdraft fees and never notified my account was overdraft. Most financial institutions inform customers immediately however this institution seems to use that to continuously charge excess fees. In all my years of banking I have nevery experienced such a bait and switch tactic. My family has already suffered losing our property in hurricane Sandy and can not afford to be ripped off financially.Desired Settlement: the charges to be reversed and practices ceased.

Business

Response:

I am responding to a complaint from [redacted] in regard to overdraft fees. I have attached the form that was signed by Kevin and [redacted] requesting to opt in to the overdraft service. The form lists the overdraft fees that apply.

On June 28, 2013 you spoke with a customer service representative and it was agreed, as a customer courtesy, to refund one of the overdraft fees and that fee was credited to your account on 6/28/13.

You can opt out of the overdraft service for ATM and everyday (non recurring) debit card transactions at any time by calling ###-###-####, Option #, visiting your local branch, via Online Banking or by mail. When you opt out ATM and everyday debit card transactions are declined when there are not sufficient available funds and no overdraft fee is charged.

The bank has been trying to reach you by phone in regard to the complaint, but we have not been successful. Please contact Triny in our Customer Service Center with any questions at ###-###-####.

Review: On 10/11/14 my account over drafted. I was not contacted by their app that is suppose to do so when balances hit negative. I was not called nor was a letter sent to me. It has been five days since my account became negative, in that time my account became negative by a very large amount. I check my balance every day and there has not been a time that it showed on line. It showed I had 97.00. By just soda purchases my account received 17 over draft fees equaling $629.00. I called the bank and the first girl who was very sweet said she would credit one over draft fee. I thanked her and asked to speak to a manager. I talked to [redacted] who was also very friendly. He told me that he could only do two over draft fees. I explained to him that was a very harsh punishment. He said it is there policy. I asked if there is anyone else I could talk to. He said he is the highest up other then vice president. (I believe is who he said) He then said he talks for him. I am looking to get my 17 over draft fees reversed. $629.00 is a harsh punishment for a error.Desired Settlement: I would like my $629.00 returned to me.

Thank you

Business

Response:

I am responding to a

complaint from [redacted] in regard to overdrafts and fees which occurred

from October 10-16, 2014. We have called

[redacted] by phone multiple times but have not been able to reach her.

Review: Guaranty Bank has debited my account twice for the same transaction which has put my account into a negative balance. This has in turn caused a great deal of stress, loss of sleep for work, and potentially lost wages. If this is not taken care of immediately I will not be able to make it to work tonight due to the inabilty to get gas for my vehicle.Desired Settlement: I expect the bank to correct this action by depositing the funds back into my account before I have to go to work tonight. If they are unable to do so, then I'll suffer a loss of wages since I will not be able to make it to work. Therefore, I would then expect the bank to pay my lost wages as well since it is their mistake that has caused this problem. I also expect an apology for this inexcusable mistake.

Business

Response:

The duplicate payment has been corrected. I sincerely apologize for this error which occurred as a result of our system upgrade this weekend.

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: Guaranty bank is running a scam and they harass you about getting other people to open a account with them at first I thought they could be a decent bank until a couple of days ago ehen I was playing a game on my phone and the games where 99 each I had like for dollars in the account I used that and I want to play again I have to savings accounts with guaranty bank as well so I transferred $15 to my checking online it's a instant transfer so I kept playing till I used the rest of the money so the next day I checked my account I had $270 in overdraft fees I couldn't believe it I know I transferred the money soiI called guaranty bank they said to go in the branch when I went into the branch to explain what happen they said they couldn't reverse the fees because it wasn't fraud that there where nothing they could do and then said they could only reverse one fee I was stunned I couldn't believe what was happening so I was thinking what am I going to do then the next day they added more fees when I checked my online account so while I was online I transferred $10 from one savings account to my other savings account which had ten dollars in it which was a total of $20 after I transferred the moneybbecause I was going to withdraw it I checked and seen if the transfer went through it did it said $20 when I checked it a couple of hours later they moved my money back to the other account like I never transferred any money and that's the same thing they had to do when I transferred my money the day before and made it seem like I didn't have the money in my account because they took it back out and charged me all those overdraft fees they running a scam and being deceptive and it's not right.

Product_Or_Service: bank accountDesired Settlement: DesiredSettlementID: Refund

I think they should reverse all the fees and charges on the account back to positive and closed it out I really want to file a lawsuit to show them you can't do these type of things to people who's giving you business and get away with it every time it's not right im a single parent of two I can't afford to give you three hundred and something dollars for fees that I didn't deserve because you trying to run a scam on people.they really should be stopped

Business

Response:

I am responding to a complaint from [redacted] in regard to a transfer and overdraft fees. We have tried to reach [redacted] by phone but have not been successful. At your earliest convenience please call [redacted] from our Customer Service Center at ###-###-####.

Business

Response:

The fees were charged as disclosed. [redacted] does have two custodian accounts with a balance of $10 each. A transfer for $10 would close the account and we do not allow closures in Online Banking. [redacted] does feel she transferred $15 to the account but we do not show a transfer. As a customer courtesy we have waived all the overdraft fees. The fees will be credited to the account ending in [redacted] within 3 business days.

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.