Complaints
This profile includes complaints for Old National Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 128 total complaints in the last 3 years.
- 34 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/20/2022
Type:Status:ResolvedMore 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.
During the merger and on 8/20/22 this bank has lock my account on a weekend or after hours for no reason. And the customer service center only operates during business hours. So we as customers have to wait all weekend without access to our funds
Business Response
Date: 09/12/2022
Business Response
Mr. ******'s complaint details were shared with the ***** ***** Main Banking Center Manager, **** ******** **** left the client a voicemail on 08/25/2022 to find out more about his issue. As of 08/31/2022, the client has never returned ******* call.Initial Complaint
Date:08/20/2022
Type:Status:ResolvedMore 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.
I purchase a money order from *** currency exchange at *** W ********* Rd ******* Il XXXXX phone number: XXX-XXX-XXXX. On 07/05/2022 I purchased money order for $79.00. I mail it out to ******** car insurance to: P.O. Box XXXXXX ****** Tx XXXXX.
My car insurance payment had not posted and I received a notification in mail that I didn't have insurance because I had not paid July payment. So I call the *** checks cashiers and asked them if my money order had posted and I were told it had been cashed. So I went up there to place a stop payment on money order and I were told that the could not stop payment because it had been cash by Old National Bank in ********** IN. I got copy of check and it cost me $15.00 and on check was the name of ***** ***** who cash the check and ****** ***** is the person it was from. I have copy of my receipt and receipt proof receipt I purchased the money order. Someone in postal services stole check and cash it. Old National Bank is claiming that there not responsible for letting an altered check be cashed at there bank. The money order number is: XXXXXXXXXX I purchased this money order on 07/05/2022. I need my money back I'm senior citizen on fix income.
******* ******
**** S ********** Ave ****** ******* IL XXXXX. Cell phones number is: XXX-XXX-XXXX. I'm disabled and have hard time walking.
Bank name: Old National Bank
1 Main Street
Evansville IN 47708
The check was cashed on: 07/22/2022
Routing No to bank: XXXXXXXXX
Phone number to bank: XXX-XXX-XXXX
Bank account number on money order is : XXXXXXXXXXXXX this number is on check that was altered and stolen.
The check cleared on: 07/25/2022.
My name is: ******* ******
My address is: **** S ********** Ave ****** ******* IL XXXXX
My cell phone number is: XXX-XXX-XXXX
Please help me. Thank youBusiness Response
Date: 09/12/2022
Business Response
Old National Bank emailed ******* ****** at *************@icloud.com on 08/22/2022 to request further information, as we were unable to locate her in the system.
As of 08/31/2022, Old National Bank has not received a response back from ******.Initial Complaint
Date:08/18/2022
Type:Status:ResolvedMore 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.
A fraudulent transaction occurred in ******** Illinois where someone with a fake Illinois ID card was able to withdraw $4000 from a joint account with my mother. She and I live in Indiana. We went to the bank branch near her home and signed paperwork to file a fraud claim. We were assured that the money would be returned to the checking account. They also helped my mother order new checks as this was supposed to be free but online code wasn't valid. We were of course charged for the checks. We have had no emails or calls from anyone with old national regarding the fraud case.Business Response
Date: 09/12/2022
Business Response
****** ** ****** is joint owner of checking account ending in **** with her mother, ****** ** ********* The account is owned by banking center *** in ****, Indiana.
On 08/03/2022, a $4,000.00 withdrawal was processed on the account at banking center *** in ********* Illinois. A review of the transaction confirms the client's account was incorrectly identified when performing the withdrawal. The Old National Bank team member conducting the transactions failed to retrieve the social security number from the client that was present to ensure the correct account was used, since there may be clients that have the same first and last names.
On 08/25/2022, a credit of $4,000.00 posted to the checking account ending in **** for the correction.
On 08/31/2022, ***** ****** the Community Market Manager of the ********/********* Market, confirmed that she has spoken with the ******** Area managers regarding this type of error and the importance of properly verifying clients to identify the correct accounts. Coaching will be provided to the specific team member involved to prevent this situation going forward.Initial Complaint
Date:08/13/2022
Type: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.
Since taking over of First Midwest Bank, the Old National Bank, ***** ***** ,Il locations issues its customers worn, ragged, old paper currency via ATM's and tellers. The bank does not have large bills of $50 or $100 denominations at any time for its customers.Business Response
Date: 09/12/2022
Business Response
The client's concerns were shared directly with ***** *********** Market President and Community Banking Executive in the Southeast Chicago Suburbs Market. Old National Bank has experienced a greater demand for large bills over the past few weeks.
We appreciate the feedback regarding the cash quality at the Banking Center and ATMs. This concern will be shared directly with our armored cash carriers. Cash received in the Banking Centers from armored carriers is cash that is already in circulation, and the locations are rarely provided with newly minted currency.Initial Complaint
Date:08/10/2022
Type:Status:ResolvedMore 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.
I have been trying for 2 weeks to resolve an issue with using Zelle through Old National. I have been put on hold numerous times for 45 minutes (I hung up) disconnected when I finally have gotten through and when I have gotten through no one was able to help me. I was told twice that someone would get back to me and no one has. They took my name and phone number, but I've heard nothing back. I can't send any money using Zelle until my "issue" is resolved by calling the number given, but then I can't reach anyone and when I can, no one can help me. Old National seems completely Ill prepared for this merger. When Midwest took over Bridge View Bank, the merger was seamless for customers. Old National customer service has been atrocious! I want them to fix my problem. If it wasn't such a hassle to switch banks, I would have by now.Business Response
Date: 08/29/2022
Business Response
Notes show where the client had spoken with Old National Bank Client Care on 08/15/2022 and the hold was removed from his Zelle profile.
Old National Bank apologizes for the difficulties that the client experienced when attempting to use Zelle.
Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
It appears that the problem has been resolved, but I have not been able to test for certain that it is to date.Initial Complaint
Date:08/04/2022
Type:Status:ResolvedMore 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.
On July 15th, 2022, I submitted a Zelle payment through Old National Banking App. The Banking App did not let me use my mobile number that was registered with Zelle with a different checking account at a different bank. The Old National Banking app did not allow this because they have registered my mobile number with their banking app but it was not registered through Zelle with that mobile number, an email address was registered. The Old National banking app allowed me to place my routing and account number into the Zelle app to send the funds. It stated it would take 1 to 3 business days to arrive to the designated bank account. The bank account and routing numbers were checked and verified multiple times before sending. According to Old National the funds were sent and deposited but they never arrived into the specified account. It has now been 20 days and 14 business since this transaction took place. I now have $700 missing and the bank does not seem to care.
This is on top of all the issues that occurred when they merged with First Midwest Bank. These issues include not being able to access online banking for days, being told communication was sent out via US Mail along with email that was never sent out, spending days on hold to get in touch with a representation and spending over a total of 10 hours on hold waiting to speak to someone and once you actually got someone to pick up, I was hung up on.
This has been the worst bank merger I have even been through.Business Response
Date: 09/12/2022
Business Response
Old National Bank has filed a dispute for the client's missing Zelle transfer. With this dispute, Old National Bank is awaiting a response from the vendor and the recipient's financial institution regarding recovery of the funds.
The vendor doesn't list time frames on when we can expect an answer. Old National Bank will provide an update to the client as soon as we have further information. We apologize for the delay and inconvenience.
Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This dispute was filed well over two weeks. I was told to expect a resolution in 7 to 10 days. Old National Bank has not responded nor could they give a dispute number regarding this issue. I have continually had to follow up with them before I get any type of response which typically states we are working it. This has been going on for 42 days.
Business Response
The Old National Bank Team escalated the client's Zelle issue and reached out directly to the vendor requesting a follow up. It was determined that the Zelle transaction processed to Capital One as an ACH transfer with trace number XXXXXXXXXXXXXXX. The transfer shows completed and Capital One has not rejected or returned any funds.
Capital One will not speak to the bank about one of their account holders. The client will need to contact Capital One and provide the trace number, to determine where Capital One may have deposited/placed the funds.
This information was communicated by email to the client on 09/01/2022.
The client responded back by email on 09/06/2022 to advise that she had contacted Capital One and they were able to locate the ACH using the trace number. Capital One was returning the item back to Old National Bank on 09/06/2022. The $700.00 credit posted on 09/06/2022 to checking ending in *****
Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
It should not have taken two months to resolve issue. The ACH tracing number should have been provided long before the it was. The issue has been resolved but did take entirely too long for it to have happened.Initial Complaint
Date:08/01/2022
Type:Status:ResolvedMore 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.
On Monday, August 1, 2022, my spouse, who is covered by my health insurance plan, attempted to pay a large medical bill (online) using our HSA card. The payment was declined despite the account containing ample funds for the payment. My spouse called the medical servicer and tried to pay over the phone, where the payment was also declined. Both my spouse and I tried to determine if there is a daily limit to the amount that can be paid from the HSA account but the HSA servicer, Old National Bank, had no information available on the account website about this.
I then attempted to call Old National Bank and was on hold for two hours and ten minutes before a customer service representative was available to take my call. However, in this extended amount of time on hold, I did not realize that my bluetooth listening devices were nearly dead, and as soon as a representative took my call, my devices died. I had been walking to another part of my house, not being able to do absolutely nothing while I waited on hold for two hours and ten minutes, so did not have immediate access to my phone. However, as soon as I realized what was happening I RAN to my phone only to hear the representative hang up on me as a "customer non responsive", giving me only approximately ten seconds to respond when I had patiently waited for two hours and ten minutes.
I still cannot access my money to pay our household medical bills. Old National should have better information available to its HSA customers and more responsive customer service.Business Response
Date: 09/06/2022
Business Response
A debit card transaction in the amount of $5,361.97 posted to the client's Health Savings Account on 08/02/2022. The transaction was made to IU Health and was completed with the debit card ending in *****
Old National Bank debit cards do have daily ATM withdrawal limits and daily Point of Sale transaction limits. For HSA debit cards, the daily ATM withdrawal limit is $510.00, and the daily Point of Sale transaction limit is $5,000.00. A client may request a temporary limit increase for the day, by contacting Old National Bank Client Care at 800-731-2265.
Old National Bank apologizes for the difficulties that the client experienced when attempting to reach someone in Client Care to assist. At that time, the bank was still experiencing higher than normal call volumes and extended hold times due to a merger with First Midwest Bank.
Notes show where the client spoke with Client Care on 08/02/2022 around 10:27am to request a temporary limit increase for his HSA debit card.Initial Complaint
Date:07/30/2022
Type: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.
On June 25 someone frauded my debit account 2 times. A charge of $500.00 and 2nd of $200.00. I reported it to fraud department as i got a fraud text saying to text no on these transactions. So I did report it was given a provisional $723.53 to my account from Old National bank of ******* I only got 1 letter throughout a whole month stating old national was investigating. I looked on my bank account today and old national reversed the fraud on me denying my claim. I should be protected under fraud prevention from my bank however they did not believe that fraud happened on me. I after checking my account after notification text of fraud was shocked this had happened. No letter, no communication from Old NATIONAL bank to me of who stole my money. I have been frauded from this bank before. Old national bank of chaska took my money along with another person on fraud. This $723.53 I did not do and I want my money back with a full report as who and how this happened like I said i wanted when I reported this to my banks customer service on Monday June 27th.Business Response
Date: 09/12/2022
Business Response
On 06/28/2022, the Bank's Dispute Resolution team received an unauthorized debit card dispute filed for two transactions from **** Payments, Inc *********** totaling $723.53.
On 06/28/2022, provisional credit was issued to Ms. *******'s checking account in the amount of $723.53 and the Bank submitted a chargeback request to *****
On 07/29/2022, **** denied the chargeback from the Bank and provided supporting documentation matching Ms. *******'s personal information on file with the Bank, including phone number, email and billing addresses, and an IP address. Based on the supporting documentation received from ***** the dispute was denied, and provisional credit was reversed on 07/29/2022. A notice of the dispute resolution of claim was mailed to Ms. ******* the address on file with the Bank.
Upon receiving Ms. *******'s correspondence, the Bank reviewed her dispute claim and has no new information to share, and considers the matter closed.
Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
No I DID NOT give any if my information out to approve either if these purchases. How would I be even fighting these purchases if I indeed made these transactions. This is fraud. Someone got a hold of my information online. The bank is not protecting my information debit card and allowing fraud to happen to there customers. I will be contacting ********** Attorney Generals office on ******** in the up coming week. I have filled out and sent out a fraud form to state Attorney General office to ** on ********.If a customer is saying this is not transactions they made and bank disregards and call them a liar, then banking elsewhere in future is a coming asap. I don't feel safe to have my hard earned money be sitting in this bank institution no longer. It give me anxiety on any fraud that this bank allowes.
Business Response
The bank considers the matter closed and has no further information to provide.Initial Complaint
Date:07/29/2022
Type:Status:ResolvedMore 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.
I made an additional $500.00 payment on a loan that I have through this bank on 5/26/22 and it cleared my bank on 6/1/22 but there is no record of it being credited to my account on either my June or July statements. I have been trying to contact anyone at the bank for close to a month now, waiting on hold for well over 90 minutes on the phone each time with no one picking up. Their chat line is down and I've tried every number on their website to no avail. They merged with First Midwest Bank at the beginning of July, but there is no excuse for this kind of treatment of their customers.Business Response
Date: 08/17/2022
Consumer Response
I have not heard back from the company, but apparently they corrected the error and credited my account the $500.00 payment I had submitted. It showed up recently when I checked my online banking account.Initial Complaint
Date:07/28/2022
Type:Status:ResolvedMore 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.
On 07/18/22 my son went into the bank to withdraw $1000 from our account and have the bank create a Certified Check with it. The bank withdrew the money and created the check. That night, when the transaction posted, the bank debited our account $2000 instead of $1000 which caused the account to go negative and auto pays to bounce. We contacted the bank multiple times and have been told they see the error and admit it is a bank error however, nobody is fixing it. Multiple times we have told it will be fixed by end of day but it never gets fixed. My son is in the process of purchasing his first home and this has delayed that and caused him multiple issues. We just want the error fixed!Business Response
Date: 08/11/2022
Business Response
On 07/18/2022, Ms. ******'s son, **** ******, visited the Bank's **** location to withdrawal $1,000.00 from his joint account ending in ****** At the time of withdrawal, he requested the funds be issued to Remax Advantage in the form of an official check. Unfortunately, at the time of the transaction a clerical error occurred and the teller assisting him processed the withdrawal for $2,000.00. An official check was created for the requested amount of $1,000.00, and the remaining $1,000.00 was entered as an official check fee.
On 07/19/2022, Ms. ****** contacted the **** location and alerted staff of the withdrawal error and that it caused the account to become overdrawn. During this time, the Bank completed a merger and converted systems from First Midwest Bank on 07/11/2022, resulting in the branches and Client Care call centers experiencing a significant increase of clients visiting as well as higher than normal call volumes. Once Ms. ****** reached out to the **** location, there was some confusion among branch staff as to how to adjust the account and it was ultimately escalated to the Bank's Community Market Manager ("Manager"). The Manager worked to resolve the account error and on 07/28/2022, the account was credited $2,000.00, and a debit for $1,000.00 was then processed, as well as an official check made payable to Remax Advantage for $1,000.00. The Manager also provided Ms. ****** and her son a letter of apology for the inconvenience they experienced. Further, all overdraft fees related to the error were refunded and no chargebacks occurred as a result of the error.
The Bank apologizes for the error and the inconvenience it caused Ms. ****** and her son. We value their relationship with the Bank and appreciate the opportunity to serve them in the future.
Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
They did eventually resolve the issue. We just wish they would have responded sooner without having to file formal complaints.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.