Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ********* Subject: Complaint Regarding Incorrect Late Fee Charged and Auto-Pay Issue I am writing to formally file a complaint regarding a late fee of $30 charged to my State ************ account (Account Number: *************************************** on March 28, 2024. In February 2024, I went to the Montclair branch to confirm that my auto-pay would continue while I was going abroad for an extended period. I was going to ***** for 9 months and would not be returning until December 2024, so it was imperative that the auto-pay function was set up properly to ensure my bills were paid on time. I was assured by the branch representative that everything was correctly set up and that no further action was needed. However, I was later informed that the auto-pay was inadvertently canceled on February 21, 2024, which led to the late fee being charged.Since this error was made by the bank and not by me, I believe that I should not be held responsible for the late fee. While I was out of the country, I did not have access to my account, and it was only after a video call with my husband in December 2024 that I became aware of the issue. Given these circumstances, I respectfully request that the $30 late fee be refunded, as it was not a result of any negligence or oversight on my part. After speaking with a supervisor named *****, I understand that ******* has declined to reverse the charge based on the claim that the fee is over six months old, but I believe this policy does not account for the exceptional circumstances in this case.I would appreciate a thorough review of this matter and a resolution that acknowledges the banks responsibility in this instance. I have been a loyal customer of ******* for several years and hope that we can resolve this issue fairly.Thank you for your time and attention. I look forward to your prompt response.Sincerely,Yui ** ***

  

  Business response

  01/27/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding automatic payment and a fee. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 01/24/2025. Please allow time for the letter to be delivered by the ****. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  01/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Worst customer service ever. Can not believe Krogers does business with them. They closed my account wish is fine. Came to agreement to payoff balance. They completely lied on agreement. Continue to bill me. Tried to talk to them but with my hearing problems. They just hung up on me. I m going to issue a complaint ********** also. I don't believe I owe them anything will not ever pay them. Especially since I've already made a n attempt.

  

  Business response

  01/31/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding the bill and customer service. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 01/29/2025. Please allow time for the letter to be delivered by the ****. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  01/09/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I applied for there Silver Business account which requires a $100 deposit. When making the deposit, the are now asking for $200 and created a new account for me as well. I only wanted one account. They will not answer the phone to help cancel this account. They have very sensitive information about me and should not be holding on to that info.

  

  Business response

  01/24/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding an account opening. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 01/22/2025. Please allow time for the letter to be delivered by the ****. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  01/09/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *******, without my consent or prior knowledge, conducted a hard pull of my credit - negatively impacting my credit score. A Hard Pull should be communicated to a consumer PRIOR to making the request. This is predatory and unethical and has negative consequences for consumers.

  

  Business response

  01/22/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding credit reporting. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 01/17/2025. Please allow time for the letter to be delivered by the **** ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  01/09/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear ******* Customer Service,I am writing to formally lodge a complaint regarding the denial of my claim related to unauthorized charges by Aroma360. I have reviewed your correspondence, and I strongly believe that my claim was wrongfully denied, as the charges were made to my account for products that I never received and were not authorized by me.Details of the Claim:Merchant: Aroma360 Amount of Charges: $109 I have provided evidence in the form of emails sent to Aroma360 , in which I explicitly communicated that I did not authorize any charges to my card for the products I never received. Despite these communications, ******** continued to charge my account, which is a clear case of unauthorized transactions. I have attached copies of these emails as further evidence to support my claim.Additionally, I have never received any products from ********, and I do not believe that the company has fulfilled any part of their agreement. Therefore, I have every right to dispute these charges.Request for Reopening of Claim:I am requesting that ******* reopen my claim and resolve it in my favor. The denial of this claim does not align with the facts or the evidence provided. As I never authorized the charges, and the products were never delivered, these are clear instances of fraudulent or unauthorized activity that should be investigated.Please confirm the status of my claim at your earliest convenience. You can reach me directly at ********** or ************************ Thank you for your attention to this urgent matter. I look forward to your prompt resolution.Sincerely,***** **********

  

  Business response

  01/22/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding a dispute claim. ********* has confirmed that a verbal contact was made on 01/17/2025, and necessary steps were taken to address your concerns. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  01/09/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******* has cost me the sale of my home by incompetently not providing documents about my VA assumable mortgage on a reasonable timeline and forcing me to pay $10k out of pocket. The first time I called to get information for the buyer on the VA mortgage, I was told I had to wait for a form letter request to process despite documentation from the ** and ******* that the mortgage was assumable. When I received that letter, I was told the second lien was NOT assumable--which was shocking, as ******* had NEVER indicated there was a second lien on the property. So when I called to find out why, I was told that no one there knew anything about it and to call back 6 days later when the one (1) person who knew anything about VA mortgages was in office. So I call back 6 days later, and the standard operator (not this 1 "expert") said that I was required to pay them $10k and it would take a minimum of 2-3 days to process the request to pay, then I have to call back to get an email that would take 1-2 days to process (and no, can't just request an email now), then 2-3 days to process payment, and then, if they feel like it, they might send the documentation that they already have! (They have all the available information to provide the assumption information now, but are refusing to even start the process until they've been paid.) None of this required an "expert" to start the process, and this two week delay is going to prevent this sale from going through in a tough real estate market. It is absolutely on the laziness and/or incompetence of the mortgage counselling team for refusing to do the bare minimum of providing accurate data and timely assistance.I tried to file a complaint with ******* customer service, and they refused to help and hung up on me. So now there is a BBB record for everyone to see, and hopefully that will speed up the processing and care taken until this issue is fully resolved and I no longer have to deal with such a inadequate company.

  

  Business response

  01/24/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding a mortgage account. ********* has confirmed that a verbal contact was made on 01/22/2025, and necessary steps were taken to address your concerns. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  01/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sent two money orders they claimed they didn't received them I traced the December 6 money order of 80 dollars it was not cashed sent second payment Jan 3 of 114 dollars called the company they were rude it's my problem

  

  Business response

  01/17/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding money orders. ********* has confirmed that a verbal contact was made on 01/15/2025, and necessary steps were taken to address your concerns. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  01/07/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Saturday December 7th, 2024 I visited ******* on **************** to open a CD account for a ************************** which already had a Bushiness Checking and other Business CD accounts. As a managing member, I possess a Business debit card to perform any transactions as necessary for the Business. At the desk, I gave my business debit card and requested to open an additional business CD for $1915.44. The banker asked for my ID, which I provided, he counted the cash and proceeded to work on his computer. He had me sign some documents to open account, which I did with the authority as a signing member of the **** On Tuesday I checked the **** ONLINE banking portal, but the new CD was not posted, hence a lower overall balance for **** records. Extremity concerned, I called the bank service number, at which point I was informed that the banker had opened a CD account under my name and social security number without my knowledge, instead of a business ************* name and EIN #. I did not authorize for him to open an account under my name, nor was I aware that I was signing a personal contract. I never agreed to open any account under my name or social security number. I was told I had to go back to a branch and ask to close the personal CD. The very next Saturday I went to branch but banker there refused to close personal CD, to correct their egregious error, because no manager was working. After 3 visits finally the manager helped to close personal CD, and correctly opened business CD were the **** funds were then correctly deposited. No penalty was assessed; however, no interest was paid on the funds for the 8 days it was in personal CD. What ever interest had been accrued should have been calculated and paid. It was bank error and the funds were accruing interest from the first business day ongoing. The ********** that interest, however small the amount, from the **** funds.

  

  Business response

  01/27/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding CD account opening error. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 01/24/2025. Please allow time for the letter to be delivered by the ****. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/08/2024 someone obtained access to my online banking, changing phone numbers/email addresses in my account. I immediately called and the accounts were promptly locked. Over the next month I called more than 15 times to restore access to the funds. I was routinely told to "wait 3-10 business days". Operators sent security codes to the hackers' email/phone and I was hung up on during one call. It is now 02/01/2025 and I've just today been granted access to the funds. However, I can only transfer 5k/day to the new institution so it'll take me another 10 days to get the money out of us Bank control. I have missed credit card/rent payments. There's no reason it should take me a month to get my accounts back.

  

  Business response

  01/16/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding a fraud case. ******** has confirmed an investigation was completed and a letter detailing the resolution was mailed on 01/13/2025. Please allow time for the letter to be delivered by the **** ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

• Initial Complaint

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I used USBank **************** to pay the ******************************** as I have been doing for years. The Water District claims they received the payment late from USBank and accessed me a late fee of $ *****. I spoke with Bank on 12/19/24 and they said that they would speak with the water department and resolve it one and that the bank would be responsible either way. On December 31st I received a letter from USBank stating they would not be responsible for the charge as the address had changed. The address is the same one we have been using for years. The Bank now says they are not responsible even thought they had guaranteed delivery on time. Spoke with ******* again on 12/31/24 and they did not refund the ********** # ********* Claim *********

  

  Business response

  01/16/2025

  We understand the importance of resolving any issues or inquiries promptly and efficiently. You reported concerns regarding bill pay and a fee. ********* has confirmed that a verbal contact was made on 01/13/2025, and necessary steps were taken to address your concerns. ********* followed all state, federal, rules and guidelines. If you require further assistance or have any additional questions, we encourage you to contact us at *************). Our team will be more than happy to help address any concerns you may have. 

  Customer response

  01/16/2025

   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.  Someone from the executive office reached out to me by phone and addressed all the issues.  I appreciate their response and am quite satisfied.  Thanks both the BBB and the executive suite at the bank.

*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. ↩