Complaints

• Initial Complaint

  07/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Being charged for late fee when they are not posting it in time. I’ve have sent the bill in plenty of time of deadline,and they are still charging me,I’ve talk to them about this, and they said it posted the day they received them,and they can’t be held responsible for the mail ,but neither can I . I sent ten days before it’s due and still getting charged. I’m not the only one having this issue. It need to be handled. It’s a pure rip off and no one can prove it.

  Business response

  07/24/2023

  July 21, 2023
  
  
  BBB Serving Canton Region & Greater West Virginia
  1434 Cleveland Ave NW
  Canton, OH  44701
  
  Re:  Customer Complaint ID ******** dated 7/5/2023
  
  To Whom it May Concern:
  
  The Bank received a complaint regarding “Customer Service Issues,” noting that the customer was being charged a late fee “when they are not posting it in time.” 
  
  After researching and discussing the matter with this customer, we determined that the customer did not have any checking or loan accounts with our Bank and was referring to payments for ******* ***** Association that are accepted at our branch offices on behalf of the water service. 
  
  The customer claims her June payment to ******* ***** Association in the amount of $31.50 was not late.  She said the check was dated 06/05/2023, endorsed by Belmont Savings Bank 06/08/2023, and cleared her bank account on 06/10/2023.  We informed her that is not what our records indicate and asked her to bring a copy of the check in for review.  Our records indicated that the Bank received the check on 06/22/2023 by mail and it was credited to the Water Association account the same day.  Payments are due on the 15th of the month.  The customer delivered a copy of a check to our branch office on 07/20/2023; however, the check provided was for the May payment and coincides with May dates of 05/05/2023 and 05/08/2023.  We also contacted the ******* ***** Association who noted that June is the only payment this year in which the customer had a late notice.  The Water Association noted that they had refunded the customer’s late fee of $6.30 the first time she called them to complain about the fee. 
  
  We informed the customer that the Bank accepts the payments and posts them to the ******* ***** Association account on the same date as received; we are not able to control the ****.  We also advised the customer to bring the payment to a Belmont Savings Bank branch office in person by the due date to further ensure that the payments are received in time. 

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