Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/16/23 @1945 *********** I am a respiratory therapist for ******************* women and childrens I work 12 hour shifts and do not get off work until around 7 at night. I was on my way home from work Thursday evening and stopped at the *********** station off of the Decatur/********** exit. I attempted to use my debit card and it said declined so I checked my banking app and it showed that I had $950 in my account so I thought maybe I used the wrong pen. I attempted to use it again. declined again so then I tried to use the card at the *** located inside the gas station. It was also declined. The cashier was nice enough to try it one more time by sliding the strip on the card in case it was a malfunctioning chip error but it was still declined. So I thought maybe it was just the ******** I went across the street to the Mapco and attempted to get gas. There declined as well. This has happened to me before. The bank took it upon themselves to deny access on my card for security purposes for a suspicious charge. They did not notify me, they did not send me an alert, they did not send me an email. They did not call me. They did not text me. I am set up to receive all of those things as alerts so when this happened the last time I told them to not do that again and to take that feature off of my account for this very reason, I work an hour and a half from where I live, and I frequently have to use my card after hours.Traditions did not take this feature off so my husband had to come and put gas in my car so I could make it home. I am sick of this bank thinking that they can do whatever they want without notifying their customers. They do not have 24/7 customer support to fix things like this after hours. It seems fraudulent. I dont know how they are getting away with it. Its absolutely ridiculous , they need to be reported they should not be able to freeze peoples accounts without notifying them and then not having a way to correct the issue.

  

  Business Response

  Date: 03/16/2023

  March 16, 2023
  
  Better Business Bureau
  
                                  RE:********************* Complaint Case No. 19420796                  
  
  We acknowledge receipt of this complaint and welcome the opportunity to respond. With any complaint, Traditions Bank carefully reviews the facts and is more than willing to correct any mistakes. Below is a summary of the events that occurred surrounding the complaint received.
  ************************* states in her complaint submitted that on the evening of February 16th, she attempted to purchase gas and was declined, with the reason that Traditions Bank had denied access due to a suspicious charge. She also stated that the Bank did this without sending an alert, email or notifying her and that this has happened before. After researching the transaction in question on the 16th,the transaction was declined due to an application issue with our core processor, ***, which identified transactions that could have been declined due to code 18-Security Malfunction. The *** technical teams diagnosed and corrected the issue and this is noted in the bulletin from *** dated February 17, 2023, which we are attaching. Since this was a system malfunction, there were no alerts generated for the failed transaction(s). Additionally,Traditions Bank ******************** was not contacted by ************** concerning this issue, so we were not able to explain the reason for the error at that time. Further review of the account shows that the only times the customers card has been frozen or closed was when Traditions Bank was instructed to do so due to a lost card reported by **************. Research also shows the last Fraud Verification alert sent to the customer was on November 11, 2022, with the transactions confirmed as valid by the customer.  ********************** apologizes for the inconvenience that occurred on February 16, 2023, to ************** and her family.