Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charged ****** service fee for excessive withdrawals was advised anything after 6 would assess a 3.00 fee open account at local branch information was not provided No notice or update after the 6 per quarter to notify that there would be a charge

  Business response

  01/13/2025

  Dear **************************** 3, 2025, Seacoast National Bank, N.A. (Seacoast Bank or us we our) received a complaint filed by you to the BBB regarding your Savings account (account).  At that time, Seacoast Bank commenced due diligence to address your concerns.  We appreciate the opportunity to serve your financial needs and apologize that you have not been completely satisfied with your Seacoast experience. We hope you find the resolutions satisfactory. 

   With respect to the $396 excessive withdrawal fee, our records indicate a customer service associate already refunded $105 of the fee on January 02.  We have given this matter, including your specific concerns/issues, very careful consideration.  As a courtesy, we have decided to provide a refund in the amount of $291.00, which is the remaining balance from the $396 excess withdrawal fee you incurred.  Our records indicate the account was closed on January 10, 2025; therefore, you will receive this refund via a cashiers check in the mail.
  
  Account Terms and ************************** recognizes the frustration that you may feel regarding your concerns about not being advised on the Savings account product excess withdrawal fee, as alleged within your BBB Complaint. Please understand that our goal is to ensure that every customer has a full understanding of our products. With respect to the savings account opened on August 13, 2024, our records reflect that during the account opening process, the Bank communicated the account terms, and as such, there would be a fee for each transaction exceeding six (6) during the quarterly account cycle.  ******************** were not limited to verbal discussions, but also confirmed by the Truth in Savings disclosure (the disclosure) that was provided to you. The disclosure which states in pertinent part: A $3 fee will be charged for each item in excess of six withdrawals or debits (not including ATM withdrawals or withdrawals at our teller line) in a calendar quarter.  The disclosure further provides details regarding transfer limitations as follows:
  
  You may make up to six covered transfers or withdrawals by means of a preauthorized, automatic, online or telephone transfers to another account of yours or to a third party or by check, debit card, or similar order to a third party during any calendar month (or statement cycle of at least four weeks). A preauthorized transfer includes any arrangement with us to pay a third party from your account at (i) a predetermined time; (ii) on a fixed schedule or (iii) upon oral or written orders including orders received through the automated clearing house (ACH). If the transfer or withdrawal is initiated in person, by mail, or at an ATM then there is no limit on the number of payments that may be made directly to you, directly to us for amounts you owe us, or transfers to others you have with us. Withdrawals by phone are also unlimited if you are requesting a check be mailed to you. See Truth in Savings Disclosure attached.  Additionally, the attached Signature Card document contains your signature, acknowledging the receipt of a copy and agreeing to the terms of the Truth in Savings Disclosure. 
  
  If you have any further questions,rest assured we will be here to help. Should you have additional concerns regarding this matter you may call one of our associates at our *********************** by dialing **************.
  
  Best Regards,
  
  ******** ***********
  SVP, Fair and Responsible Banking Officer

• Initial Complaint

  12/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened a bank account long ago. A classic senior checking. There was a bonus offer at the time - I would get $300 if I direct deposit $500. That requirement was met and bonus still isnt paid. Please get them to pay my bonus.

  Business response

  12/26/2024

  Ms. ****,

  This letter is in response to your complaint received from the Better Business Bureau (the BBB) on December *******. Upon receipt of this information, Seacoast National Bank (the Bank,we, or us) has conducted a thorough investigation into your concerns regarding your Senior Classic Checking account, as the Bank uses all complaints to improve the customer experience. We appreciate you giving us the opportunity to serve you and we regret to hear your experience was anything less than great.

  While our records show that you opened a deposit account via the Banks online banking platform associated with the marketing for promotion CON300, specifically the Senior Classic Checking account was only eligible for a maximum bonus offer of $250.00. The promotional offer and its requirements are outlined within marketing information available on the Banks website and within our branch locations. To achieve the maximum bonus, direct deposits totaling $500.00 must be received into the account within the ********************* days of account opening. Completing this portion of the offer grants the customer $200.00 payout. An additional $50.00 can be granted if the customer performs 15 or more debit card purchases. This too must be completed within the first 90 days of account opening. Bonus offerings are paid to the customer within the ********************* days of account opening and each bonus is paid out independently.
  

  Regarding your account, research has indicated that you successfully completed the direct deposit requirement, thus making you eligible for the $200.00 payout. Unfortunately, our records show that you did not complete the debit card purchase requirements associated with the promotional offer. However, after much consideration, we have decided to honor that portion of the offer and provide you with the additional $50.00 promotion funds. These funds are scheduled to be deposited into your account on or before January 4, 2025.
  

  If you have any further questions,rest assured we will be here to help. Should you have other concerns you may call one of our associates at our *********************** by dialing **************. 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  August 18 ************************* via text message saying they were from seacoast Bank and I had some fraudulent activity on my account. It said that someone will contact me from the fraud department. When I answered the phone they told me that three people were in my account trying to take my money and I needed to act immediately. They told me that I needed to add my account to **** to stop the people from taking my money. They had me put in my name a ******* then a 10-digit code which was ************. I guess it turned out to be a phone number. I went into my account and it showed that $1,000 was pending to go through ****. I immediately contacted my bank which was closed because it was Sunday. The next morning I went to the bank at *********************************************************************. Although it said pending in my account the gentleman **** **** told me that the cash had already went through. I asked him if there's any way I could stop it because I didn't authorize this. He said because it was **** there was nothing he could do except to close out my account and give me a new savings and checking account. He told me they would do a investigation through the fraud department and refund my money. Then I received a letter on Thursday of that week that said The money was received at another financial institute home 8/18/24 and that there was no funds to return. Looks like there would have been a way to stop since It still said pending on my bank account. I spoke to someone on the 800 number for seacoast Bank and they told me there was nothing they could do. I'm not understanding with a bank being insured against fraudulent activities that my money should have been returned since it was still saying pending on my account when I went to the bank. Any help you provide would be appreciated.

  Business response

  09/14/2024

  Seacoast Bank (the Bank) appreciates your time bringing this to our attention and regret to hear that your experience with the Bank was less than excellent. The Bank values your business and as part of our on-going commitment to providing an excellent customer service experience, we require escalation of complaints to senior management for more granular due diligence and response.  *************** sincerely empathizes with you and understands your hardship due to this unfortunate situation.  The Zelle Network (Zelle) is a third-party money transfer application available through Seacoast Banks electronic banking platform which allows Seacoast Bank customers to conduct immediate money transfers to other individuals who are enrolled in Zelle. The Banks disclosures related to ***** must be reviewed and accepted before customers can utilize the service.  Those disclosures,in addition to numerous fraud awareness campaigns and alerts within the ***** application, educate customers on their responsibility to safeguard their User IDs and Passwords.  Specifically,section 6. Security/6.1 Security Requirements and Procedure, states You are responsible for safeguarding the User IDs, Passwords and secure access codes. Providing them to another person effectively constitutes a ***** of authority to access your Accounts.  The Banks investigation revealed the transfer was authorized and conducted in accordance with the Banks security procedures;therefore, we maintain our position to decline the refund.
  Seacoast Bank is committed to raising awareness and educating our customers on common fraud schemes.  We encourage you to review all resources regarding fraud prevention tips available on the Banks website.  Additionally, the online banking platform routinely provides alerts and reminders that Seacoast Bank will never ask you for your User ID and Password.  If in doubt, we encourage all customers to confirm you are speaking with a Seacoast Bank representative by contacting your local banking center or the ***************************** by dialing ****************.  We welcome you to contact us with any further questions regarding this matter.

  Customer response

  09/17/2024

   
  Complaint: 22240143
  
  I am rejecting this response because: I believe that the bank should consider the information that I gave them about the caller and the phone numbers that I tried to give to the bank should have been checked out. I sincerely need the money that I lost and an unable to catch back up with my savings. They could at least split the difference with me.
  
  Sincerely,
  
  ***** *******

  Business response

  09/28/2024

  As stated within the previous response, Seacoast Bank sincerely empathizes with the customer and understands the hardship as a direct result of this unfortunate situation. The Bank is aware of the ever-changing environment in which financial institutions and their customers are exposed to the potential of becoming a victim of fraudulent activity. In an effort to remain vigilant in facing these and other situations that may cause financial harm to the Banks customers, ********************** educates its customers on ways to avoid becoming a victim as well as providing continuous reminders and alerts across a multitude of banking platforms and services. Seacoast Bank remains steadfast in its efforts to prioritize methods to combat fraudulent activity.
  Specifically, to this situation, the customer encountered no less than three (3) alerts when conducting business on August 18, 2024. A banner alert was present on the Banks online banking platform reminding customers that fraudsters were actively contacting Seacoast Bank customers impersonating individuals from the Banks fraud department in an effort to obtain online banking credentials, which in turn would allow the fraudster to gain access to the online banking account. The banner alert informed the customer not to provide any credentials or passcodes to anyone and that Seacoast Bank will never ask this information of its customers.
  Additionally, customers are prompted with the requirement to enter a Seacoast Bank verification code. Customers can choose to receive verification alerts by either text, email or a telephone call requiring entry of a uniquely created verification code when conducting financial transactions within the online or mobile banking platform. Furthermore, when utilizing Zelle, the Bank requires a Seacoast Bank verification code to transfer money via the service. Like the previous requirement, the code is uniquely ********** both verification alerts, the Bank explicitly reminds its customers not to share this information with anyone and that representatives from the Bank will never ask for this information.
  Having again reviewed the circumstances surrounding the customers complaint and the transactions associated with it, Seacoast Bank maintains its original decision. If in doubt, the Bank encourages all customers to confirm that you are speaking with a Seacoast Bank representative by contacting your local banking center or the ***************************** by dialing ****************. We welcome you to contact us with any further questions regarding this matter.

  Business response

  09/30/2024

  As stated within the previous response, Seacoast Bank sincerely empathizes with the customer and understands the hardship as a direct result of this unfortunate situation. The Bank is aware of the ever-changing environment in which financial institutions and their customers are exposed to the potential of becoming a victim of fraudulent activity. In an effort to remain vigilant in facing these and other situations that may cause financial harm to the Banks customers, ********************** educates its customers on ways to avoid becoming a victim as well as providing continuous reminders and alerts across a multitude of banking platforms and services. Seacoast Bank remains steadfast in its efforts to prioritize methods to combat fraudulent activity.
  Specifically, to this situation, the customer encountered no less than three (3) alerts when conducting business on August 18, 2024. A banner alert was present on the Banks online banking platform reminding customers that fraudsters were actively contacting Seacoast Bank customers impersonating individuals from the Banks fraud department in an effort to obtain online banking credentials, which in turn would allow the fraudster to gain access to the online banking account. The banner alert informed the customer not to provide any credentials or passcodes to anyone and that Seacoast Bank will never ask this information of its customers.
  Additionally, customers are prompted with the requirement to enter a Seacoast Bank verification code. Customers can choose to receive verification alerts by either text, email or a telephone call requiring entry of a uniquely created verification code when conducting financial transactions within the online or mobile banking platform. Furthermore, when utilizing Zelle, the Bank requires a Seacoast Bank verification code to transfer money via the service. Like the previous requirement, the code is uniquely created. In both verification alerts, the Bank explicitly reminds its customers not to share this information with anyone and that representatives from the Bank will never ask for this information.
  

  Having again reviewed the circumstances surrounding the customers complaint and the transactions associated with it, Seacoast Bank maintains its original decision. If in doubt, the Bank encourages all customers to confirm that you are speaking with a Seacoast Bank representative by contacting your local banking center or the ***************************** by dialing ****************

  . We welcome you to contact us with any further questions regarding this matter.

  Customer response

  10/01/2024

   
  Complaint: 22240143
  
  I am rejecting this response because:
  I think that seacoast Bank should be held responsible. Because I had no way of deleting the transaction and they wasn't open on Sunday.
  Sincerely,
  
  ***** *******

• Initial Complaint

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My issue is the DAILY 5.00 overdraft fee that continues to hit account after its overdrawn. The ***** FEE is expensive enough. 5.00 EXTRA DAILY fee is very costly for customers that do not have the money to quickly put into bank. 5.00 fee should be against the law - its very negatively impactful for someone already struggling. I do not have any income at this time and had to borrow money to pay for gym draft I've been trying to cancel. I've been a long time bank customer with account in good standing. I live 3 hours from closest seacoast and can not get there to close account in person. Lost my long term employment 8 months ago and have been able to keep my account in good standing except for 1 recurring draft I can not get closed with gym. Ive put in 2 requests w gym to transfer home location to me and they aren't doing it. I'm stuck and my account is only getting worse due to the daily fee. The daily fee hurts your customers.It really makes customers feel like c*** when they are already struggling. This daily fee needs stopped. It only causes more financial impact for people already struggling and out of money, I am ok to pay the gym member and 1 over draft fee. But paying the daily fee is beyond what Ive already borrowed. I need to have the gym blocked or close this account. I have no transportation.

  Business response

  07/05/2024

  Seacoast Bank has resolved this complaint and provided the customer an explanation. The customer was contacted by telephone call on June 26, 2024. The Bank considers this matter resolved and the complaint closed. 

  Business response

  07/21/2024

  Originally submitted on July 5, 2024

   

  Seacoast Bank has resolved this complaint and provided the customer an explanation. The customer was contacted by telephone call on June 26, 2024. The Bank considers this matter resolved and the complaint closed. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are a long time business customer at **********************. It was brought to our attention that we were billed incorrectly for a check deposit service and hardware that has not been used and was returned a long time ago. Manager found the machine in their office ? We would like to get a refund for this unneeded service. Manager could not offer satisfactory resolution only offered to remove from future billing.

  Business response

  07/05/2024

  The customer was contacted by telephone on July 1, 2024. The customer was provided monetary relief in the amount of $240.00. Seacoast Bank considers this matter resolved and the complaint closed.

  Customer response

  07/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ok , i went to the Seacoast Bank in ************ . In Febuary of 2024 . I Closed out my 2 Accounts . Closed out done . Got my money and left . A month later Seacoast paid out money to a life ins . ** with all Accounts closed out . Little to my knowledge untill a month later they send me a state ment saying i owed them money ! I tried to talk to somebody there to tell them i am totally disabled and that those acc's have been closed out ! They wanted me to pay some 40 plus dollors any way . Well before i could get my monthly SSD check . They know have turned this into complete payment recovery services for some $261.58 cents . Lord i cant see how i am being held responsable those Accounts were closed out ! The control number is ********* .. please help me cause the closest bank is a hours drive for me .plus i shouldnt be held responsable for 260 + plus dollors for a ***** dollor bill . To say the least they hit my account when it was open for fee's i was not told about ! I had a Seniors account thats suppose to be free . Which is not . Please help me i cant afford this ! Thats why i left them back in February 2024 . This letter says 4/26/24 ! Please there stealing again .

  Business response

  05/22/2024

  Seacoast Bank has responded to the customer in writing and has mailed our response via US Mail on Wednesday, May 22, 2024. The Bank has provided monetary relief in an effort to resolve the customer's complaint. ********************** considers this matter resolved and the complaint closed. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 28 & 29, 2024 Seacoast Bank authorized four different wire transfers to go out to unknown entities in multiple different states/countries. On 3/29, we went to the bank to discuss how/why this could've happened and were told that Seacoast would "try to reclaim the wires" and would let us know what happened. We then immediately filed reports with ***** **** Police, ic3.gov, Florida Office of the Attorney General, Florida ********** of ********* Services, and the ************************ in order to get as many agencies as are applicable to this type of fraud working together. As of today, April 9th, Seacoast has let us know that they are no longer going to be involved in the recovery efforts and that we should contact the **** The end result is that we will NOT be getting $150,000 of the funds back. Consumers definitely need to be aware that their money IS NOT SAFE at Seacoast Bank. I uploaded the full complaint with additional details as supporting documents, since there is sensitive information within.

  Business response

  04/17/2024

  The customer has been previously responded to by telephone and in person regarding the situation and the bank's findings leading to this complaint on March 29, 2024. This complaint has been closed with explanation. Seacoast Bank considers this matter closed. 

• Initial Complaint

  01/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My debit card was about to expire. I had not received a new one in the mail and I called. I was advised that they never sent me a new one in the mail. I was told it would arrive in **** business days. I asked if it could be expedited and was advised their is a 60 dollar fee. This was not my error and ******* stated a branch would reach out to me and I would get my card sooner and the fee would be waived. 10 days after this call I had no card. I had been contacted that some of my autopays had been returned since the card expired. I also could not receive money via zelle which ******** my account. I called and spoke to a very argumentive rep. ** asked if I paid the 60 dollar fee for the new card. Advised that I had a new card that had been activated, which I did not. ** advised he would cancel it and have another card sent in **** days. ** argued with me about the zelle transaction. I have 2 overdraft fees because I could not receive money via Zelle app, which I want refunded. I basiclly have never been so insulted by a customer service rep when they made an error. I also live somewhere where a branch is not close by for me to go in person. They are all closed on Saturday. Not even apologetic or trying to resolve the issue. I became so upset I ended the call.

  Business response

  01/16/2024

  Dear **************,
  
  This letter is in response to your complaint received from the Better Business Bureau (BBB) on January 07, ****. Upon receipt of this information, Seacoast National Bank (the Bank) thoroughly researched your stated concerns which may have negatively impacted your banking experience.
  
  Regarding your concerns involving a replacement debit card for the card expiring at the end of December 2023, our records indicate the Bank automatically sent you a new card on November 08, 2023, to the address on file, which was activated on November 14, 2023.  The *** associate explained that even though you had no record of receiving the replacement card, the new card must be canceled immediately to protect your account from fraudulent debit card transactions.   She further explained a replacement card will arrive in 710 business days.  Our understanding is you requested the card be expedited, so the *** representative referred the request to the applicable branch for further review and response on December 27, 2023.  We recognize not having received the response within the expected time impacted your ability to receive Zelle transactions and resulted in overdraft charges.  ******** refunded all overdraft fees on January 9, ****, and even though our records do not indicate a Bank error in sending your replacement card, we will expedite a new debit card to you without a charge. However, it is important to first confirm the address on file is still accurate,considering you were not aware someone received and activated your first replacement card.
  
  Regarding Zelle, you may have previously accessed Zelle by using your debit card number; however,the process now requires Zelle to be setup through the Seacoast online banking platform and linked directly to your account number. This prevents future interruptions from accessing Zelle transactions if your debit card expires or is compromised. This allows you to setup Zelle at any time at your convenience, without having to wait for the new debit card. Should you need assistance with establishing your online banking account, our associates are happy to assist you.
  
  Concerning your call on December 27th, you terminated the phone call before the associate had the opportunity to confirm your address, which wouldve allowed the Bank to send you the new debit card and allowed the associate to further assist you with establishing your Seacoast online banking account.  Bank representatives have attempted to contact you multiple times, via email and phone calls, but havent received a response as of the date of this letter.  
  
  Seacoast Bank values your business and look forward to your response.  Please contact the Bank by calling our *********************** at ************ or by visiting your closest Seacoast Bank location so that we can help you get this matter resolved.
  
  
  Sincerely,
  
  *********************** Management

• Initial Complaint

  09/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made a payment on September 18, **** in the *************************** office. I wanted to ask the full payment details so I didnt have any more payments, until I needed another loan in the future. The next day on September 19, 2023 a withdrawal for $1046.78 came out of my account which caused a $25 fee for insufficient funds on my checking account from my credit union. I found this error the next day and made a phone call asking why this occurred. The gentleman from Seacoast Bank said it was in error and I should have a credit back to my credit union account in a few days. On September 19, 2023 I received an email from *********************************** that the *** payment was already pending when I paid the line to zero on 9/18 I will receive check for the refund $1046.78 mailed out in 10 days. I called the next morning to talk to someone because I can wait for a check in 10 business days since my other payments (mortgage, credit card bill, phone bill, etc) is due October 1 and my account will have insufficient funds again. The representative asked the normal questions name dob, and password which I have all correctly then she said she had to send text for me to read the number. I can not see small text on my phone without glasses which I was at the gym and didnt have glasses. I got upset when I tried to tell her and was uncontrollably crying to I had to end the call. Instead of calling back I sent email to *********************************** to explain that waiting 10 days for a check was unacceptable on September 22. It is now almost a week later and I havent heard anything back from anyone. I understand that the *** payment was pending but the amount on my statement said it will withdrawal $46.78 NOT $1046.78, otherwise I would have had sufficient money in that account and would not have been charged a $25 insufficient fee. I request my full payment back of $1046.78 and the $25 fee I was charged by my credit union.

  Business response

  10/13/2023

  Seacoast Bank has reviewed the customer's concerns and has provided monetary relief to the customer. The customer was emailed our response on October 13, 2023. Seacoast Bank considers the matter resolved and the case closed. 

  Customer response

  10/22/2023

   
  Complaint: 20669081
  
  I am rejecting this response because:
  Common Sense. That is what ******* lacks today. You took additional money out of my account that was not warranted. You say I signed up to take $1,000 plus interest. I didnt owe $1,000 in the account you were trying to credit. You can do the right thing or keep my dissatisfaction on record with the BBB. Your call. I hope the large amount of interest I already paid along with the $25 overdraft is worth it. 
  

  
  Sincerely,
  
  *****************************

  Business response

  11/03/2023

  We have previously communicated our findings to the customer by mail. We consider this matter resolved and closed. 

  Customer response

  11/03/2023

   
  Complaint: 20669081
  
  I am rejecting this response because: I havent received my $25 refund from the over draft caused by their mistake. I called them back as requested and left voice message and they didnt call back nor did I receive the credit. To the public that reads this, dont do business with SeaCoast bank. They take money out of your account that you do not owe. It is not worth the hassle. I now keep additional money in that account so I will not be charged for future errors on their part.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 3, 2023, I opened an account with this bank with a promo which offered $350 bonus when $500 or more in direct deposits are made within 60 days of account opening. My initial opening deposit was $50.00, and I had several direct deposits over the next several weeks. On March 10, a direct deposit of $500.00 was made to the account. I sent a secured message on 3/3/2023 to verify the promo code was attached to my account. This was confirmed by the 'Digital Banking Team'.Over the past few days I have been attempting to get a status on the bonus funds of $350.00 and when it will be applied to my account. Now they are telling me I missed a qualification by not funding the account with at least $50.00 on account opening. This is false, as I clearly transferred money that very day from my banking institution. The transfer was initiated on 3/3 and showed up in the account on 3/******** help resolve my issue.Thanks ******

  Business response

  05/03/2023

  Seacoast has received and reviewed this BBB complaint from the customer. The customer was responded to and sent a letter via ** Mail on 05/02/23. The complaint was closed with explanation. Seacoast Bank considers this matter resolved.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩