Complaints

This profile includes complaints for Old National Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Old National Bank

  1 Main St 812-464-1425 Evansville, IN 47708-1464

  
• 

  Old National Bank

  116 East Berry Street Fort Wayne, IN 46802-2487

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  Old National Bank

  118 N Kalamazoo St Paw Paw, MI 49079-1303

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  Old National Bank

  161 Monroe Ave NW Grand Rapids, MI 49503-2620

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  Old National Bank

  25 Capital Ave SW Battle Creek, MI 49017-3512

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:07/28/2022

  Type:Service or Repair Issues
  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.

  In early July I was notified that my First Midwest Bank account was being transitioned to Old National Bank. Old National is apparently located physically somewhere in Indiana. I am a senior citizen and don't drive. I haven't had any success in contacting them to find out my bank balance or how I can transfer my money to a more reasonable location. It is extraordinarily frustrating. When you call them they advise you that you will be on hold for at least an hour. When I have tried to use my debit card, it has repeatedly told me that my PIN is incorrect. As far as I can see, they have my money and won't let me access it. This is absolutely unacceptable. They can't just take my money and not let me access it.
  

  

  Business Response

  Date: 09/06/2022

  Business Response
  The Old National Bank Client Care Team has made multiple call attempts to reach the client by phone on 08/11/2022 and 08/12/2022. A voicemail was left for client.
  
  The Mastercard system shows that the client's debit card ending in **** has been activated and PIN number set, but no attempted transactions.

• Initial Complaint

  Date:07/27/2022

  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.

  On July 27, 2022 I was on hold with Old National Bank for 1 hour and seven minutes before (**********) answered the phone. I specifically asked how many customer service personnel were working? She said about 50. The is the second time I have attempted to speak with customer service at this bank. 2 hours on hold the last time! My "Zelle" banking account was placed on hold because I was transferring $2500 to my son. ONB locked the account and forced me into going on hold. I literally drove to local branch to try and resolve. The Lake Forest was unable to help. Bank manager gave the president's name/number and left a message 20 minutes ago. Customer service needs to create a "call back" method. For a elderly person to wait on hold to have access to your own money for more then 3 hours is an outrage and ridiculous. I have used untold "limited" minutes to try to resolve...

  

  Business Response

  Date: 09/16/2022

  Business Response
  The Bank received Mr. *******'s correspondence via the Better Business Bureau on 07/28/2022, regarding a hold on his Zelle service. On 07/11/2022, Old National Bank completed a merger and converted systems from First Midwest Bank. During this time, the Bank was experiencing extended hold times as it worked to provide customer assistance for many clients during this transition period.
  
  On 07/12/2022, Bank records indicate Mr. ******* used a landline telephone number when first registering for Old National's Zelle service. Clients must provide a cellular phone number when registering to use the service, which is explained during the registration process. Due to Mr. ******* providing a landline telephone number, his Zelle account was placed on hold and subsequently he was unable to transfer funds during his attempt on 07/28/2022.
  
  Upon receiving Mr. *******'s correspondence the Bank reached out to him, at which time he confirmed a Client Care Representative assisted him earlier that same day and he is now able to access his Zelle account.
  
  The Bank apologizes for the difficulties Mr. ******* experienced when trying to send funds via his Zelle account.
  
  The checking account ending in **** was credited $100.00 on 08/08/2022 as a courtesy by Old National Bank due to the client explaining that he had received an external late fee.
  
  Consumer Response
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The issue continues each and every time I use Zelle to make a payment. Nothing has been resolved. Old National/Zelle are simply unable/unwilling to fix this situation. Each time I use Zelle, account is placed on hold and I spend between 25-55 minutes waiting for a customer care supervisor to remove the hold. Clearly the time I spend on hold is not a concern of Old National Bank. The $100 credit was given by (***) as a result of a late fee that was incurred due to the hold on my account. The (landline) number that was referred to has been inactive for 2-3 years. It was active to set up original First Midwest account in/around 2001, I did not try to use Zelle until 2 months ago?. This is an issue with Old National and Zelle, but there does not seem to be any priority to fixing. I emailed yesterday suggesting options, but have yet to hear from anyone.
  
  Business Response
  Mr. ******* and all former First Midwest Bank Zelle users, had to reestablish their Zelle credentials as new clients to Old National Bank following the merger. Clients from First Midwest Bank are viewed by Old National's Zelle service provider as "new" clients.
  
  The fraud tools used by Old National Bank's service provider evaluate each Zelle transaction based upon several variables. These tools are in place to prevent Old National Bank clients from being exposed to fraud while using the Zelle application.
  
  The Zelle transactions being attempted by Mr. ******* have continued to trigger holds because of these safeguards. Old National Bank is working with its vendor to determine ways to create a better experience for those clients who have migrated from First Midwest. At this time, there is no clear alternative to the security measures in place.

• Initial Complaint

  Date:07/27/2022

  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.

  I have had a checking account with Old National Bank for the past 12 years. However on April 25th, a charge went through that left my bank account negative $19.51. This was not something I sent through or had knowledge of. I do all my banking online because I have a daughter with a compromised immune system and with Covid this is the safest way for us. I was having issues logging into my account and I called the bank a few times to get assistance. The service I received was beyond poor and gave me generic answers instead of actually solving the problem. I felt completely annoyed. Then one day I open the mail and the there is a letter saying they are trying to collect for this account. This was the first I'm hearing about it and not from the bank. I was shocked. What in the world? No one ever mentioned on the phone that the account was deficient funds. I was never notified by mail or any other means that their was an issue or this account was accumulating fees. Had I known, I would have paid it. I was responsible and calling the bank about my account. I feel totally taken advantage of. I have never in all my life had a bank do nothing. They really like to take advantage and collect the fees. I've had fraud before and I have always been notified. When I called customer care to inquire on this no one could find my account or help me again. This time I had a letter to help me navigate what it was about. When I got to the representative I asked her about this account. She said a charge went through for $51.78. I told her I didn't know what that fee was. She then asked if I used the site before. When I said "yes" she said "Well, we decide what is fraud." I said to her so your telling me that it's your word against mine?" She said "basically yes." I am being bullied by Old National bank for under $20? I have no options? This is the worst customer experience of my life. You can't silence and refuse to help your customers. Had I got help when I called, I wouldn't be here.

  

  Business Response

  Date: 10/12/2022

  Business Response
  The checking account ending in **** was charged off on 06/21/2022 in the amount of $161.51. Collection letters were mailed on 05/11/2022 and 05/26/2022. Collections also called phone number XXX-XXX-XXXX on 05/11/2022, but it was disconnected. Another possible phone number was found and XXX-XXX-XXXX was called on 05/26/2022, and it was disconnected.
  
  The client called into Collections on 06/27/2022. The client did not know why the account was in the overdraft and the PayPal transaction was reviewed. Client did not recognize PayPal transaction from 04/25/2022. Collections suggested that she review the PayPal transactions and speak with joint account owner, *****, to see if he recognizes. Collections explained if the clients do not recognize the transaction, they will need to file fraud affidavit. Collections explained that we were unable to reopen the account and advised it was already charged off. Client was going to research information further with PayPal.
  
  Old National Bank does not report to credit bureaus for the charge off, but the charge off is reported to ChexSystems. The checking account balance has since been paid in full directly to the Collections Agency, Cash Pro, as of 06/29/2022. Old National Bank has also verified that ChexSystems has been appropriately updated to reflect the status of "Paid in Full."
  
  Consumer Response
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this response because this is not an accurate description of what transpired. I did not get customer care when I was inquiring about this account. The bank should absolutely be able to answer my questions when I call and have a problem with my account. I did not get that curtesy. When I spoke to collections, it was not a pleasant experience. I felt very much like I had no options and that was implied by their Old National Bank employee. I have stood firm that I don't know what the charge is. I was told it was there word against mine and I felt like they would not be fair in their judgement on the charge. My issue with this whole thing is, this could have been avoided when I called. I don't deserve to have a record with Chexsystems. I've never ever had a problem. The phone numbers the bank listed are so old. The XXX-XXX-XXXX was my home phone number from when I was growing up. I don't even know how they found that number. The XXX- XXX-XXXX phone number hasn't been in service for sometime. You should have my current phone number. I updated my address and contact information when I moved. Getting a phone call would have been really helpful and appreciated. You have failed me in so many ways. I did a get notification in the mail, but the account was already closed. Your notification processes are inadequate.
  
  Business Response
  Old National Bank has verified that ChexSystems has been appropriately updated to reflect the status of "Paid in Full." When an account is paid, the record is updated to reflect accordingly. The bank has no further information to provide and considers the matter closed.
  
  Consumer Response
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have seen so many revisions with banks cutting down on the fees and how they are dealing with overdraft issues. It is rare to go in collections for a less than $20 overdraft. Your response to this was completely out of line and I have done a lot of research on this topic.This stays on my chexsystems record and it should not. Your customer service threatened me that it's my word against the big bank on this issue. I have asked you repeatedly to fix the issue and you keep repeating the same thing. You failed on customer service. That's why we are here. Your own employees couldn't even find my account when I called inquiring about this account. I never received a phone call. I got one letter and it was after it was closed. Please, correct the Chexsystems report.
  
  Business Response
  Old National Bank considers this matter closed. There is no additional information to provide.

• Initial Complaint

  Date:07/27/2022

  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.

  After over 20 years of banking with then Uptown bank, which became Bridge view back and then First Midwest bank, it is now Old National Bank. And suddenly I can't access my account. The phone numbers changed and when i finally call them, there recording says there's more than a 60minute wait?
  When I finally get a real person *********** she had no idea where my bank account went! And had no information nor did she know what to do.l requested a manager and was put on hold. When manager ********* took the call she was just as confused as ***** and did not know what to do. When I expressed my frustration that my entire bank account disappeared, *** got "hurt feelings" and hung up on me.
  When I call back and go thorough the horrific hold time again I get a switchboard person named ********* who did not know anything since she is just the switchboard. *** then transfers my second call and I get a voice mailbox of someone named ("********* ") . there is no person in existence that can advise me what happened to my bank account and why I can't check the balance, the recent deposits and debits. And is this the way this new bank conducts business? I have bills to pay and payroll to get out and need to have access to my account in order to accomplish that.
  To date, no one has contacted me regarding this serious banking incompetence.

  

  Business Response

  Date: 10/12/2022

  Business Response
  Old National Bank emailed ********* on 08/10/2022 to apologize for his experience with the merger from First Midwest Bank and request additional information regarding his account/s. We were unable to locate account information when searching by his email address, name, and phone number, to locate account information. We requested that he provide any account numbers that he had with First Midwest Bank.
  
  The email was sent from **************@oldnational.com. As of 08/11/2022, Old National Bank has not received a response back to the email.
  
  Consumer Response
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have spent nearly an hour over many phone calls with many bank people and NONE of them having any clue to resolve this nor have any idea in their own bank who to contact. So how is this continued "run around" any kind of an acceptable response?
  My last attempt with this bank was with Mr. *** ******* at XXX XXX XXXX on August 1 2022. And was unable to provide any help including how to severe all business with this bank, withdraw all money and close this account. He advised me that I would have to do that in person but somehow he assumes walking into a branch bank with no appointment only to encounter some desk clerk who has no idea no authority how to close accounts? I would have to make an appointment and come back again at another time. This Would obviously be the same run around and waste if time.
  
  Business Response
  Community Market Manager, ****** ******* attempted calling the client on 09/08/2022 and 09/09/2022. She left a message containing her direct office phone number and the phone number for the teller line, to ensure that the client can reach her.
  
  Consumer Response
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Nothing more than just "telephone tag", missed phone calls and more hour long hold times trying to resolve this.
  To date absolutely no progress in resolution with this bank has occurred, just missed communication with no one actually at the bank that can or will help.
  
  Business Response
  Community Market Manager, ****** ******* attempted calling the client again during the week of 09/26/2022 and on the morning of 10/03/2022. She left additional messages. As of 10/05/2022, ****** has not heard back from the client. She will follow up further as soon as the client connects with her.
  
  Consumer Response
  (The consumer indicated he/she DID NOT accept the response from the business.)
  After returning EVERY call Ms. ****** has claimed to make and called herback several more times only to get a recorded message and no call back. When I called her other number a live person did answer the phone and I was told ****** was on another call and promised me that I would receive a call back from her as soon bad her call was done.
  That was four days ago and still no reply.
  She continues to evade all conversations and relies on non telephone calls as her solution. If there is one thing worse than a person who is less than honest is a bank who is dishonest in resolving a problem they created when they took over in managing my account and money that was no problem for the past 20 years with previous banks. This bank and all their rhetoric is not to be trusted.

• Initial Complaint

  Date:07/26/2022

  Type:Order Issues
  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 a personal loan with First Midwest Bank. I last spoke to them in June and I had 1 payment left to resolve the loan. I have called 4 times in July, one call even 3.5 hrs on hold. After the merger with Old National Bank, it is impossible to speak with someone. I had a direct line to a rep that was going to help me get a new loan so I reached them but they transferred me back to the main line. My automatic payment for the last payment has not gone through. I need to pay this loan off ASAP. How can they have customers on hold for hours and no call back service either. I need help getting ahold of someone. I was trying to get another loan with them but will take my business else where.
  

  

  Business Response

  Date: 08/22/2022

  Business Response
  On July 11, 2022, Old National Bank completed a merger and converted systems from First Midwest Bank. During this time, the bank was experiencing extended hold times as it worked to provide customer assistance for many clients during this transition period.
  
  Upon research, records indicate that the client made a check by phone payment on 08/08/2022 for the loan ending in **** as the payoff. The loan is now showing paid in full and a closed status.
  
  Old National Bank apologizes for the difficulties that the client experienced when attempting to reach someone during the Bank's system conversion.
  
  Consumer Response
  (The consumer indicated he/she ACCEPTED the response from the business.)
  After waiting on hold for over an hour again, I finally was able to speak with someone on 8/8. I paid off the loan, however, they charged me daily interest for not paying. I spent a month calling them and I have to pay them extra...ridiculous. I paid the interest to be able to finish the loan and be done with company. I am in need of another loan but no longer interested in continuing with this company after the merger. Thank you

• Initial Complaint

  Date:07/23/2022

  Type:Product 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.

  Attempted to use debit card and was unable to use my card due to online system being down. It went on for hours. I had no idea about the merger or I would have taken my money out ahead of time but that is probably why they didn't tell us. The first time I knew anything about this was when I tried to call about a charge that I knew nothing about and was on the phone for 2hrs 45min. I have been with this Bank since 1997 and this is certainly not how you treat loyal customers. Funny this happened on a weekend! So I guess I will go all weekend without my money. I wonder if whoever came up with this plan would enjoy it?
  This is unacceptable!!! Tried to use card at Casey's in ******* early this morning and it is almost 4pm still no luck. DOESN'T LOOK LIKE MUCH PREPARATION WENT INTO THIS WONDERFUL IDEA!!!!!!7

  

  Business Response

  Date: 08/19/2022

  Business Response
  Old National Bank apologizes for the difficulties that the client experienced with her debit card and when trying to reach Client Care for assistance. The Client Care Call Center has experienced extended hold times while working to provide client support following the merger with First Midwest Bank.
  
  Old National Bank clients may have experienced issues using their Mastercard debit cards on Saturday, 07/23/2022. Mastercard was having an issue on 07/23/2022 and it started around 12:00am but was resolved by approximately 9:30am that day.
  
  Old National Bank apologizes for the client's experience and the inconvenience resulting from the Mastercard issues that impacted card use.

• Initial Complaint

  Date:07/22/2022

  Type:Sales and Advertising 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.

  In July First Midwest Bank was merged into Old National Bank. It has been a total disaster. I have not been able to see my statements online or use Zelle. The lines are out the door and even the drive up lines are absurd. I have emailed them with no response. Their app keeps telling me they will send my user information but it does not send anything. I want to make an appointment to close my accounts.
  

  

  Business Response

  Date: 08/22/2022

  Business Response
  Old National Bank apologizes for any inconvenience the client has experienced during our system conversion with First Midwest Bank. The Bank understands it is required to provide monthly account statements to clients in the preference selected by the client, by mail or electronically, and has done so in accordance with the Federal regulation. The Bank also understands the changes occurring as a result of the merger can be upsetting to clients, and at times viewed as inconvenient. However, the Bank attempted to communicate instructions in a manner that would provide ample time for clients to retrieve their First Midwest Bank online documents prior to our system conversion.
  
  While First Midwest Bank documents are no longer available via online banking, the client can still request copies of his statements by visiting a branch location or contacting the Client Care Center at X-XXX-XXX-XXXX. The Bank is required by regulation to retain a five-year history of account statements and intends to follow that guideline for First Midwest Bank account records.
  
  We have confirmed that the client is elected to receive eStatements through online banking. The final First Midwest statements were mailed to all clients, regardless of those receiving paper or eStatements. Records indicate that the client successfully accessed online banking on 07/28/2022.
  
  Again, the Bank apologizes for any inconvenience the client has experienced and we value his feedback as we complete the transition. If the client is still experiencing any issues with Zelle, he may email **************@oldnational.com.

• Initial Complaint

  Date:07/20/2022

  Type:Customer Service Issues
  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.

  Old National Bank took over First Midwest Bank on July 8,2022. I cannot access my online banking. Old National Bank through a voice recording said that I would receive an email with instructions to access online banking, but I haven't received an email from them. I have read the mailing from them, but it tells nothing about how to access
  my online banking, but that I should have received an email. I have called 3x, to no avail. I stay on hold for over an hour, only to have the call disconnect. I have gone to the bank in ******* **** ****** Illinois, but there is always 10 to 20 people waiting to speak with a banker before me. The drive thru teller stated that she could look up my balance, but no deposits. I need to speak/meet with someone who can give me access to my online account so that I can track my deposits and to make sure my money/account is safe. I have a disability that includes mobility issues. Please help me.

  

  Business Response

  Date: 08/04/2022

  Business Response
  On July 11, 2022, Old National Bank completed a merger and converted systems from First Midwest Bank. During this time, the bank was experiencing extended hold times as it worked to provide customer assistance for many clients during this transition period.
  
  Upon research, records indicate that ******* did not have an online banking profile transfer over from First Midwest Bank to Old National Bank. This may have been due to inactivity.
  
  Old National Bank emailed the client on 08/02/2022 to explain that she would need to complete the online enrollment form to establish online banking. The enrollment form is located at www.oldnational.com. There is a blue box on the right that has "Login" at the top. At the bottom of the box, you will see "Enroll in Digital Banking." The client will need to click "Enroll in Digital Banking" and complete the enrollment form with her information.
  
  If the client has any issues enrolling, she may email **************@oldnational.com.
  
  Consumer Response
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I went thru the drive thru at Okd National Bank and the teller who waited on me cleared everything for me so that I could access my online banking account. I explained to her that I never received an email from ONB and the bookstore sent from them told nothing of how to access online banking. I have not received any emails from the bank on 8/2/22.
  This matter is resolved due to the teller being so helpful.

• Initial Complaint

  Date:07/20/2022

  Type:Product 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.

  Bank was sold from First Midwest to Old National Bank. Three days of waiting on the phone for a total of 14 hours and 11 minutes, two visits to the bank and still my business account is not available to me. After one day of waiting 4 hours 13 minutes I was being trnaferred to someone that was going to help and the phone disconnected. Going inn to 4 days witout the use of my business account. Have to close business on the 4th day, unable to operate without this account.
  

  

  Business Response

  Date: 08/15/2022

  Business Response
  On July 11, 2022, Old National Bank completed a merger and converted systems from First Midwest Bank. During this time, the bank was experiencing extended hold times as it worked to provide customer assistance for many clients during this transition period.
  
  The client is an ONPointe Essentials business client. The Old National Bank Support Area for ONPointe Essentials reached out to the client by phone on 07/21/2022. He said someone named ******** had called him earlier that morning and helped him sign on.
  
  Old National Bank apologizes for the difficulties that the client experienced when attempting to sign into online banking during the Bank's system conversion. We value the feedback and appreciate his patience as we complete the transition.
  
  If the client needs assistance with ONPointe Essentials in the future, he may call XXX-XXX-XXXX.

• Initial Complaint

  Date:07/20/2022

  Type:Product 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.

  I have 3 different bank accounts my name is on. 1 account was to be closed on May 20, 2022. The person in charge of closing the account did not properly close the account. On May 19, 2022 I opened a new account. Somehow my old account became overdrawn, from not being properly closed. On July 18, 2022 money from my new account was transferred without my knowledge or permission to the old, overdrawn account. On July 18, 2022 I contacted the local ****** Ln branch, the local downtown branch and the main Evansville branch. Nobody could give me any answers. My account showed $0.00 at closing of July 18, 2022. The morning of July 19, 2022 my account showed $191 available, but I could not use my card or to any type of transfer. I was told by 2 different associates to go into the bank and do a counter withdrawal. I went in and done a counter withdrawal for $180.00, leaving $11.00 in my account. One hour later, my account showed negative $180.00. The morning of July 20, 2022 my account showed $40.00 available. I still can not use my card or make any transfers. I was told on July 19, 2022 that my card is active and open, even though I can not use it. I have asked asked to speak with supervisors and have not heard back from one yet. They took money without my knowledge or permission, I am being told that nobody knows what is going on and nobody knows how to fix anything. This is very frustrating and unprofessional.

  

  Business Response

  Date: 08/15/2022

  Business Response
  ****** had 3 checking accounts with Old National Bank, which were accounts ending in ***** ***** and *****
  
  An offset was done on 07/18/2022 to the checking ending in **** from checking **** for $101.33 to help offset the amount that was owed. The checking ending in **** was charged off for $8.06 on 07/21/2022, after a $6.95 service charge was refunded and ten daily overdraft fees were refunded on 07/19/2022.
  
  The checking ending in **** was charged off for $23.13 on 07/21/2022.
  
  The checking ending in **** was charged off for $180.00 on 07/21/2022.
  
  ONB Collections spoke with the client on 07/21/2022. Collections let the client know that all three accounts would be closed and charged off. The client stated that she would not be paying anything towards the balances owed. Collections advised client that ONB could note her refusal to pay, but that would not change the status of the accounts, prevent the charge offs, or prevent the balances from going to outside agencies for collection.
  
  It is standard Old National Bank policy to charge off all accounts when an account belonging to a client is being charged off due to being overdrawn, which explains why all three checking accounts were charged off.
  
  If the client wishes to inquire further or decides to pay the balances owed, she will need to contact Cash Pro at X-XXX-XXX-XXXX.