Horicon Bank

Horicon Bank takes concerns from our customers serious Our staff will work with the customer to find proper resolution The following is Horicon Bank’s response to complaint ID [redacted] As the customer stated in their complaint, they were a part of bank acquisition Horicon Bank acquired the branch on November 16, During the acquisition process we communicated with all customers affected via two separate letter mailings The first letter was joint with Horicon Bank and the acquisition bank explaining the process and included “Frequently Asked Questions” – this letter was mailed October 5, The second letter was product specific, this customer’s case a checking account The letter outlined the product name and specifics as a Horicon Bank account Account information included: checks, debit cards, direct deposit, automatic payments, online banking and eStatements, and also enclosed a Truth-In-Savings Act disclosure for that productIn researching the complaint Horicon Bank confirmed we had the correct address for this customer from the start of the acquisition project, which was the same address verified at last contact with the customer There was a debit card ordered on November 6, 2015, and would have been mailed to that address as part of the acquisition project The card mailing and no other mail addressed to the customer was returned to the Bank as undeliverable The last contact with the customer was January 13, regarding a concern with the account demanding to close it and a check be mailed immediately The Horicon Bank employee explained they will close the account at the customer request but there was a pending transaction that needed to clear the account that night The employee would close the account and mail the check immediately the next day The customer continued to be rude and vulgar as our employee was assisting them The account was closed and cashier’s check mailed on January 14, as originally explained to the customer

Horicon Bank is rejecting the desired settlement refund du to the vulgar treatment of our employees and the bank complying with notification requirements to customers affected by the acquisition project. Horicon Bank has supporting documentation showing these requirements were met. In addition, the bank did attempt to call this customer; however, the number on file was not valid. When the customer made contact with Horicon Bank our employees attempted to obtain the correct phone number to be able to follow-up, but the customer refused and chose to close the account

Horicon Bank takes concerns from our...

customers serious.  Our staff will work with the customer to find proper resolution.  The following is Horicon Bank’s response to complaint ID [redacted].  
As the customer stated in their complaint, they were a part of bank acquisition.  Horicon Bank acquired the branch on November 16, 2015.  During the acquisition process we communicated with all customers affected via two separate letter mailings.  The first letter was joint with Horicon Bank and the acquisition bank explaining the process and included “Frequently Asked Questions” – this letter was mailed October 5, 2015.  The second letter was product specific, this customer’s case a checking account.  The letter outlined the product name and specifics as a Horicon Bank account.  Account information included: checks, debit cards, direct deposit, automatic payments, online banking and eStatements, and also enclosed a Truth-In-Savings Act disclosure for that product.
In researching the complaint Horicon Bank confirmed we had the correct address for this customer from the start of the acquisition project, which was the same address verified at last contact with the customer.  There was a debit card ordered on November 6, 2015, and would have been mailed to that address as part of the acquisition project.  The card mailing and no other mail addressed to the customer was returned to the Bank as undeliverable. 
The last contact with the customer was January 13, 2016 regarding a concern with the account demanding to close it and a check be mailed immediately.  The Horicon Bank employee explained they will close the account at the customer request but there was a pending transaction that needed to clear the account that night.  The employee would close the account and mail the check immediately the next day.  The customer continued to be rude and vulgar as our employee was assisting them.  The account was closed and cashier’s check mailed on January 14, 2016 as originally explained to the customer.

I'm rejecting the response by Horicon Bank because no remedy has been offered to the issues the caused by them failing to promptly give me information on my account and how to access it when they switched over from my other bank.   When a bank takes over another one the buying bank has an obligation to make sure their new customers are fully aware of their account status and the information necessary to access that account.  Horicon Bank failed in this and never offered any compensation for this even for fees that where incurred because of lack of access and information on the account they took over from Baraboo National Bank.

Review: Horicon Bank took over my checking account after they had purchased my old bank. After they locked me out of my old internet banking and deactivated my old debit card, they never provided me with a new debit card or any other means of accessing my account. Also, I had been told about the switch over by my old bank but the first information I received from Horicon Bank was my first account statement from them which was almost a month after they deactivated my card and internet banking which just confused me on the status of my account. The whole process of dealing with them has been a huge pain and they offered no resolution to the issues they have caused. In fact, they seem like they could care less.Desired Settlement: I want they unfair fees charged to me due to the absolute lack of information on my checking account and the status of that account.

Business

Response:

Horicon Bank takes concerns from our customers serious. Our staff will work with the customer to find proper resolution. The following is Horicon Bank’s response to complaint ID [redacted]. As the customer stated in their complaint, they were a part of bank acquisition. Horicon Bank acquired the branch on November 16, 2015. During the acquisition process we communicated with all customers affected via two separate letter mailings. The first letter was joint with Horicon Bank and the acquisition bank explaining the process and included “Frequently Asked Questions” – this letter was mailed October 5, 2015. The second letter was product specific, this customer’s case a checking account. The letter outlined the product name and specifics as a Horicon Bank account. Account information included: checks, debit cards, direct deposit, automatic payments, online banking and eStatements, and also enclosed a Truth-In-Savings Act disclosure for that product.In researching the complaint Horicon Bank confirmed we had the correct address for this customer from the start of the acquisition project, which was the same address verified at last contact with the customer. There was a debit card ordered on November 6, 2015, and would have been mailed to that address as part of the acquisition project. The card mailing and no other mail addressed to the customer was returned to the Bank as undeliverable. The last contact with the customer was January 13, 2016 regarding a concern with the account demanding to close it and a check be mailed immediately. The Horicon Bank employee explained they will close the account at the customer request but there was a pending transaction that needed to clear the account that night. The employee would close the account and mail the check immediately the next day. The customer continued to be rude and vulgar as our employee was assisting them. The account was closed and cashier’s check mailed on January 14, 2016 as originally explained to the customer.

Consumer

Response:

I'm rejecting the response by Horicon Bank because no remedy has been offered to the issues the caused by them failing to promptly give me information on my account and how to access it when they switched over from my other bank. When a bank takes over another one the buying bank has an obligation to make sure their new customers are fully aware of their account status and the information necessary to access that account. Horicon Bank failed in this and never offered any compensation for this even for fees that where incurred because of lack of access and information on the account they took over from Baraboo National Bank.

Business

Response:

Horicon Bank is rejecting the desired settlement refund du to the vulgar treatment of our employees and the bank complying with notification requirements to customers affected by the acquisition project. Horicon Bank has supporting documentation showing these requirements were met. In addition, the bank did attempt to call this customer; however, the number on file was not valid. When the customer made contact with Horicon Bank our employees attempted to obtain the correct phone number to be able to follow-up, but the customer refused and chose to close the account.