Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had a car loan at old national with gap insurance. They would not work with me to resolve issue and have since closed the account keep opening account and adding interest with no option to pay it to someone.. have went the branch several times with no option to talk to anyone and only given phone numbers to call. When I do they have no record of my account. These are supposedly debt collectors. They are wrecking my credit and will not give me any info on how to fix this.

  

  Business response

  01/30/2025

  On January 27, 2025, Old National Bank received notification of a BBB complaint from ******* ******.  Upon receipt, it was escalated to the Collections Management Team to further investigate.

  The collateral for the borrower’s vehicle loan ****** ** **** had been wrecked.  *********** Insurance denied the claim due to the insurance premium not being paid by the borrower.  The collateral was deemed a total loss, and an insurance claim was filed by Collections with the vendor, ****** *********.  The funds from the claim were posted to the loan account on October 25, 2022, for $19,929.77.  Collections obtained the title from ****** ********* to sell the vehicle at auction for salvage.  A dollar amount of $6,485.00 was received.  The amount was posted to the loan account on February 1, 2023.

  Old National’s Recovery Team sent Notice of Final Accounting letters to both borrowers on February 15, 2023.  On February 28, 2023, payment arrangements were made by the co-borrower, ******* ******, for $1,000.00, and to continue with monthly payments on the 25th of each month for $100.00 until paid in full.  The Recovery Team posted a payment in the amount of $1,000.00 on February 28, 2023, and then a payment in the amount of $100.00 on May 24, 2023.  The payment arrangements defaulted, and the Recovery Team assigned the loan account to the vendor, ******** ***. 

  A copy of the account history from ******** *** has been attached for the borrower to reference.  According to the document, it appears that the co-borrower, ******* ******, arranged plans to pay a settlement in March of 2025 in the amount of $2,667.21.  If the borrower has further questions, they may contact ******** *** at **************.

• Initial Complaint

  01/08/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This bank charges NSF even if your account is not negative , if a bill is pending in the background they will charge you , even if it is not visible to the eye. I have got hundreds from the time I switch from ***** to now . ***** never gave fees but it’s hard to switch banks . So I’m thinking of switching back but they waived my fees but I recently got two Again and they refuse to waive even though they stay I was positive at the end of the business day.

  

  Business response

  01/16/2025

  The checking account ending in **** was assessed two $36.00 NSF/Overdraft fees on 01/03/2025. On 12/31/2024, the account had an available balance of $160.89. Seven items were on hold, totaling $199.08. This made the available balance $610.26. The client had ten ***** card transactions posted on 01/02/2025. The last three transactions brought the account into a negative balance. This included the ******* ***** card transaction in the amount of $659.00, which brought the balance to negative $145.75. Secondly, the ******* ***** card transaction in the amount of $8.24, which brought the balance to negative $153.99. The third item was the ******** ***** card transaction in the amount of $2.29, which brought the balance to negative $156.28.
  
  The account was assessed two $36.00 NSF/Overdraft fees on 01/03/2025 for the $659.00 and $8.24 transactions that brought the account into the negative on the prior day.
  
  The Banking Center Manager from the ******** ***** *** **** location contacted the client and provided an explanation on the timing of deposits and debits. The Banking Center refunded the two $36.00 NSF/Overdraft fees as a courtesy for the client and the refunds posted on 01/09/2025.

  Customer response

  01/16/2025

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

• Initial Complaint

  12/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  05 December 2024 I was attempting to buy food at the grocery store when my card declined. The machine said “invalid transaction”. I tried one other store with the same result. On 06 December 2024, I called Old National Bank support to figure out the problem. Eventually I was connected to “****** in a call center. “*****” told me that my account has been locked since 22 November 2024 due to a possible information breach. I was never notified of this breach. Not through email, phone call, text, nothing. I was also not notified that my debit card would be locked at any point. I was given 0 information that my money, bank account, or debit card was at risk. “*****” then told me on 22 November 2024, a new debit card was mailed to me. I never received this new debit card, because the address they have on file is an old address. I have called two previous times over the last 6 months changing my billing address. They don’t update on their end. “*****” then told me I can get a new debit card at my current address in 7-10 business days. When I asked “*****” “so I won’t have any money for 7-10 days?”, he said no, then offered to expedite my new debit card for $36. “*****” then said “no never mind we can not expedite shipping” I told “*****” I want to close my account and he didn’t explain any steps I need to take for that. This is ridiculous. I have had this bank for 8 years and the communication ABOUT MY MONEY AT THEIR BANK has been horrible. Incorrect addresses they refuse to change, which in turn does not let me make purchases I need. Non existent communication about my money being in jeopardy. No communications about restricting my account. Then, no solutions to my problem. No explanation other than “a third party source said your account was compromised”. I NEED a debit card. This is my only bank. I NEED my account. I can’t pay my bills, buy food, or buy gas because of this company’s mismanagement of personal information.

  

  Business response

  12/16/2024

  Old National Bank received the BBB complaint filed by ****** ****** on 12/09/2024.  The issue was escalated to our Bankcard Services Team and Client Care Management Team for further review.

  When the Bankcard Services Team receives notification about a possible compromise, they review a list to identify debit cards that are still active.  For those identified, a letter is mailed out to the client on the same day that the new debit card is ordered, to advise the client of the situation.  After 12 days, the “compromised” card is closed, since we allowed time for the client to receive the new debit card.  Attached is a sample letter that was sent to clients.  On 11/22/2024, the letter and the new card were sent to the client’s address on file at the time of the compromise.  The address that was on file was the New York address.   

  The Client Care Management Team conducted a call review from 08/05/2024 to research the address change documented that day.  During the call, the client reported having issues with our IVR Phone System because of an expanded zip code.  The Client Care Agent submitted an address change to ‘zero out’ the extra 4 numbers shown in the zip code.  The client did not request an address change to a Colorado address. 

  On 12/06/2024, the client’s mailing address was updated to the Colorado address and a new debit card was ordered.  Due to the address having been updated within the last 30 days, a rush shipment of the new debit card could not be completed.  Old National Bank apologizes for this inconvenience.  

• Initial Complaint

  11/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a stop payment on a recurring bill. For some reason they honored it for a few months then let it go through and $410 was taken out of my account. I brought this to their attention at my local branch. I had to close my account and open a new account. They put a memo in and told me I would have my money in 2 to 3 days. That never happened. Then I was told I have to wait until they get around to it, no timeline at all. One of the bank employees sent an email to see what's going on. No reply. I was given a number for complaints and it just hangs up on me, I never get connected. I lost my apartment, my car payment is now late and I almost lost my life over this. I take medicine daily that I was within 2 days of running out. My uncle gave me a loan so I could get my meds. I cannot go a day without them bc I will develop blood clots and die. There is no way for me to contact anybody and they have no way of telling what's going on. I was lied to and their phone system is set up to disconnect the call and never get to speak to anybody. This is absolutely ridiculous. I would close my account but then I'll never get reimbursed. I plan on using my only remaining recourse, social media and word of mouth, to tell everyone who listens exactly what this company is like! Word of mouth is powerful and negative endorsement will go a long way. I'm now on my second week of being robbed essentially with nothing I can do about it. They can rob me but if go in and snatch my money out of their drawer I'm going to prison. This is completely uncalled for and I want what is owed to me. Since they have already cost me my home and almost my life and maybe my car. I love in a cold weather state and I am not looking forward to sleeping in my car but that's where I will be.

  

  Business response

  11/18/2024

  The checking account ending in **** received dispute provisional credit in the amount of $****** on 11/15/2024. Mr. ***** will have full use of the funds while research is being completed for the investigation. Upon the conclusion of our investigation, the Bankcard Services team will notify Mr. ***** of the outcome.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In drive thru at 13:10 transaction date while I was heading out I can hear a lady calling me ******** as I was driving out it that was working inside it was the girl in the middle that was exchanging me she need help and how she was just staring me down for a minute or two before she started doing anything i never seen this from a banker before

  

  Business response

  11/19/2024

  The client’s BBB complaint was received by Old National Bank on 11/12/2024.  Upon receipt, it was escalated to the Community Banking Market Manager for further review. 

  The Market Manager reached out to Mr. ******* to address this matter.  Mr. ******* was informed that his concerns would be discussed with the team members to ensure a positive banking experience for clients.

  The Market Manager confirmed that expectations on proper customer service and behaviors have been reviewed with the team members.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August, completely paid off my car with old national bank and inquired about the remaining balance of my gape insurance. the company has not resolved the nor sent a letter on the issue, my request has been ignored. Old national is denying responsibility paying the remaining balance left on gape insurance reimbursement to me. i have made several phone calls on this issue to them. Instead I get the run around and get referred back patriot chevrolet buick gmc will refund me, also final gape insurance is closed

  

  Business response

  11/19/2024

  The client’s BBB complaint was received by Old National Bank on 11/12/2024.  Upon receipt, it was escalated to the Consumer Servicing Team for further review. 

  The bank follows a certain process once a loan is paid off that has GAP insurance.  When reviewing the client’s file, the vehicle title is retrieved and then the contract is reviewed to verify if GAP was included.  If it was, the team retrieves the GAP contract as well.  The GAP contract is stamped with a “Paid” stamp that shows the date the loan was paid off.  A GAP letter is also generated that reiterates to the dealership that if there are funds remaining, the dealership will need to reimburse the client.  A copy of that letter has been included with this response for the client’s records. 

  Old National Bank mailed the letter and the GAP contract to the address shown below.

  ******* ***** ***** **** ** *** **** **** **** ******** **** ************* ** **********

• Initial Complaint

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/07/2024 I called customer service at my bank. ************ because I was looking at my checking acct. And I noticed there were 2 charges for $99.00 on my account on the same day that says **********. I was supposed to get my money back upon installation. I got a credit for $99.00. But I was charged twice. I called Customer Service and I told them I didn’t have my account number on me. So they asked me what my mothers maiden name was. I told him it was ****** but they put her married name ********* as her maiden name. The man said I was wrong. He then asked me What the last electronic deposit was. I asked him what do you mean? My deposits from Social Security? or A recent deposit? He said I can’t tell you. So I told him it was $30.00 which was true. He said I was wrong. I was looking right at my bank account. He said I have to go to my local branch in person and show them my ID in order for them to answer any of my questions. I told them I am 66 years old, disabled.and I couldn’t go there. After arguing with him they were transferring me to Chicago Hts bank and he said maybe they could help you. I said fine. Then he transferred me not to the bank, but some other company that they said the number has been changed and no information was available. Now I can’t get my $99.00 back. And I’m locked out. Help!

  

  Business response

  10/22/2024

  On 09/23/2024, Ms. ********’ checking account was debited for 2 X $99.00 debit card transactions to **********.  On 09/26/2024, one $99.00 credit was posted to the checking account as a return from the merchant.

  Upon receiving the BBB complaint on 10/09/2024, Ms. ********’ concerns were shared with the Client Care Management Team.  On 10/11/2024, a Client Care team member spoke with Ms. ******** to further assist with this matter.  The team member apologized for the inconvenience this occurrence may have caused.  The client stated that she spoke with the merchant and was informed that she would receive a refund from them as it was a mistake on their behalf.  The Client Care team member also inquired about the client’s online banking to ensure it was working properly.  Ms. ******** confirmed the online banking has been working fine.  The team member then offered the telephone number to the Chicago Height, IL banking center.

  On 10/15/2024, a second $99.00 credit was posted to the client’s checking account as a return from the merchant. 

  Old National Bank apologizes for any inconvenience this caused and values Ms. ********’ relationship with the bank.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The bank alerted me to a suspected fraudulent ATM withdrawal of $300 from my account on 09/16/2024. I confirmed to the bank that it was indeed fraudulent. The bank later notified me that the transaction looked legitimate and refused to credit my account. On 09/16/2024 I was far away from the ATM in question. (In fact I was on a flight out of Indiana before the transaction took place). Nobody but me was in possession of my debit card. This was clearly fraud - the bank told me the perpetrator came back to withdraw another $300 from the same ATM but was denied. Yet the bank has refused to credit my account for the stolen amount. That is after 25 years of having me as a problem free customer.

  

  Business response

  10/09/2024

  Upon receipt of Mr. ********s BBB complaint, the client’s issue was escalated.  The Bankcard Services Team conducted a secondary review of the ATM withdrawal dispute.  It has been determined that the original claim should not have been denied.  On 10/08/2024, the bank issued dispute permanent credit in the amount of $300.00 to the client’s checking account.

  Old National would like to apologize for the inconvenience and appreciates the client making us aware of this matter.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On October 3, 2024 transferred $500 from one of my Old National Bank accounts to my Chase Bank account . I Zelle’d $500 to my husband’s phone number which is connected to Zelle on our Chase account. Old National is showing this as posted. Chase is not and has no pending transactions on our Chase account. When I called Old Nationals customer service center I was told it showed posted so it was Chase’s problem. Chase advised me if it’s coming from Old National and they cannot see a transaction , it is stuck on the Old National side, which makes sense. This should be an immediate transfer. I will add that when I was on the line with ONB customer service I could fully hear the conversation of another associate including personal information of whoever they were speaking with which is unfortunate. Please research where my money is. I have emails and all information from both institutions and would like this resolved and either the money placed back in my ONB account or money successfully sent to my Chase account.

  Customer response

  10/07/2024

  I received the transfer.  This complaint is no longer needed.

• Initial Complaint

  08/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1)Beginning of Juny they increased my escrow payment from 61$ to 437$ .they are saying that this increase is related to wind insurance wich was added to my loan. The wind insurance is close to 2000$ a year and plus the other escrow charges that I have ,the total escrow payment should be 208$ a month. 2)when I am requesting from them the proof of the payments that they are making for the this insurance, I get no answer from them and no one can help me with that ,and also I am requesting from them the certificate of this insurance I get the same answer. When a call them to figure this out ,they are saying that will check if the insurance department and call me back .Nobody called me back never.

  

  Business response

  09/13/2024

  Mr. ********’s Homeowner’s insurance (HOI) policy does not contain wind coverage.  The client’s Hazard insurance policy does contain wind coverage, but only for $50,000.00.  Wind coverage is required so the borrower received a force placed insurance letter for the difference of the loan amount minus the borrower’s homeowner's insurance.  On 03/19/2024, the amount of coverage required was updated due to a regular loan payment received when the force placed insurance was issued.  On 03/25/2024, the amount of force placed insurance was updated to $148,300.00 which covers the loan balance because the borrower’s HOI policy expired.  Old National has received the borrower’s new HOI policy, so the force placed insurance amount has been reduced to $98,300.00.  A copy of evidence of insurance has been attached.

  The client’s base escrow payment is $208.96 as he has referenced.  The additional amount of $171.19 is the shortage of $2,739.11 divided by 12 months.  The shortage is due to the payment of force placed insurance in April 2024.  A copy of an Escrow Analysis has been attached.

  Customer response

  09/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* ********

  1)Attached you will find the one of the last letters that I received from them saying that my flood insurance isn't applied anymore, because our building/condo association insurance covers the amount of my loan, and this insurance was covering my loan for years, but this people never understood that when I was on the phone with them and never removed this charge from my escrow account and I was never reimbursed for that,but where are those money?Even now,they don't remove this charge from my escrow account, wich is still 437$ a month.

  2)Ask them to give you the recorded conversation from march ,I was in contact with them regarding my wind insurance, and when I provided them the wind insurance I specifically asked them couple times "this insurance covers my loan" and the answer was yes, you are good now and then after that they decided that this isn't enough and purchased the insurance for 2000$ wich cover 49000$ only. By the way ,insurance that I purchased costed me 350$ and it covers 50000$,so think about this one as well.

  

  Business response

  10/03/2024

  The original complaint submitted by Mr. ******** on 08/30/2024 did not reference flood insurance.  The borrower has received force placed flood letters every year because either his policy or the HOA policy was not received.  The HOA policy covers the outside of the building, but his flood insurance covers the walls inside.  Currently, the only force placed flood premium the borrower has been charged is from 08/01/2022 through 09/24/2022 in the amount of $234.18.  If Mr. ******** can provide proof of coverage during this timeframe, we would be able to cancel and refund this force placed policy.

  The conversations with the borrower from March 2024 have been reviewed per his request.  On 03/18/2024, Mr. ******** contacted the bank and discussed wind insurance only.  The borrower did not mention the amount of wind insurance purchased.  He called again on 03/29/2024 regarding his wind policy. 

  In the letter, the borrower is advised that insurance the bank may purchase for them may be more expensive than if the borrower purchased it themselves.

  The borrower has also spoken with the Mortgage Servicing Team.  The team has provided the same information shown in our response.

*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. ↩