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

  1111 Chestnut Hills Parkway Fort Wayne, IN 46814-8934

• 

  Old National Bank

  1233 N Eddy St STE 101 South Bend, IN 46617-1481

• 

  Old National Bank

  1545 W. Dupont Road Fort Wayne, IN 46825-1002

• 

  Old National Bank

  320 N Main St Elkhart, IN 46516-3033

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:02/17/2025

  Type:Product 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.

  Starting 2/12/25 I have had numerous fraud charges on my account and I called fraud department and they said they would launch an investigation into it, but did not provide a provisional credit as PNC did immediately. The total charges were for $175-$100-$50-$10-$25-$25-$35-$75-$15-$40-$50-$20-$20-$20-$20-$20-$15=$715… yet no money back into my account and was also charged a $36 OD fee… not right and not happpy

  

  Business Response

  Date: 02/28/2025

  On 02/14/2025, a debit card dispute totaling $665.00 was
  received from the client.  The total dispute
  amount consisted of the following transaction amounts:  

  $10.00 ********* 
  $15.00 ********* x 2
  $20.00 ********* x 5
  $25.00 ********* x 2
  $35.00 *********
  $40.00 *********
  $50.00 *********
  $75.00 *********
  $100.00 ******
  $175.00 ******
  
  On 02/24/2025, dispute provisional credit in the amount of
  $665.00 was posted to the client's account while the bank continued
  investigating the dispute.  On 02/25/2025,
  a Provisional Credit Letter was mailed to the client at the address on
  file.  A copy of the letter has been
  included with our response. 

  The disputes are still in process to the client.  Any
  additional communication with the merchant will go to the client’s address we
  have on file.  

  It was identified that two NSF charges of $36.00 each were
  not refunded prior to the account being closed.  We will be issuing a
  check #******** to the client for $72.00 for the fee reimbursement.

  

  Business Response

  Date: 02/28/2025

  Please advise the client that the $72.00 check will be mailed to their address on file. 

  Customer Answer

  Date: 03/03/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:02/14/2025

  Type:Customer Service 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 September 23, 2024, I visited the Old National Bank at **** * **** *** ********* ****, IL, to make my yearly payment for my safe deposit box, which is up for renewal on September 16, 2025. I asked about drilling the box since I lost the key, but the bank advised me to search for it first, as drilling would cost $150.
  
  Today, February 13, 2025, I returned to have the box drilled. Afterward, I was informed that I needed an active checking account for at least six months to retain the box. Despite having checking accounts with Bank of America and Huntington Bank, my application for a new account was denied. Consequently, the bank said I had to close my safety deposit box.
  
  I requested a refund for the remaining lease, but the manager denied my request. When asked to sign a release for termination, I refused. The manager insisted that without a checking account, I couldn’t keep the box. I stated that I wouldn't sign the release, and the manager instructed the personal banker to note that in my profile.
  
  The experience felt like a shakedown, as the bank seems eager to reclaim my 5x10 box, likely to rent it to more affluent customers. Despite having paid my dues and covering the drilling cost, I can’t access the box and won’t receive a refund if I close it. I want to keep my safety deposit box open without needing a checking account and am willing to pay for multiple years in advance.

  

  Business Response

  Date: 02/25/2025

  Old
  National Banking Center Manager ******* **** from the ********* ****, IL.
  location advised that Mr. ******** originally came to the Banking Center to get
  his safe deposit box re-keyed. Unfortunately, the locksmith could not replace
  the lock. The only solution at that point was to open a new safe deposit box.
  Mr. ******** did not have a deposit account relationship with the bank.

  Effective
  January 1, 2025, clients wishing to rent a safe deposit box with Old National
  Bank must be an established client for a minimum of six months. Additionally,
  clients are required to set up auto debit for their box rental payments. The
  auto debit has to be connected to an Old National Checking account.
  
  When
  applying for a new checking account on 02/14/2025, Chex Systems declined his
  account opening request. Mr. ******** said there were inaccuracies in the report.
  The Banking Center provided Mr. ******** with a copy of the Notice of Action
  Taken. The final agreement communicated between Old National Bank and Mr.
  ******** was that he would come back when he is eligible to establish a
  checking account.

  If
  Mr. ******** feels there are inaccuracies reflected on the Chex Systems report,
  he can contact ChexSystems directly at ************** or *******************.

• Initial Complaint

  Date:01/29/2025

  Type:Customer Service 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 had deposit a check for 4700.00 on January 25th at 12:38 pm before end of businesses day at old national bank, the check was deposited to my account on January 27th and then put on a hold on the 28th of January when I called and went into the ***** il. Branch no one could tell me why the check was put on hold after it was deposited. I was told that they do not know who to contact to get the hold off at the branch and customer service line the only thing I was told is that it will be held for 3 to 7 business days. Which is not ok since I have bills to be paid and was expected ING that money to hit my account within 1 to 2 days. Please help times are hard and I live paycheck to paycheck.

  

  Business Response

  Date: 01/29/2025

  Mrs. ****** initiated a mobile deposit on Saturday,
  01/25/2025. This is considered a non-business day. The check deposit was in the
  amount of $4,700.00. The item was a check drawn from BMO Bank and written from
  ******* ****** ****** ******* ******** **** ******* ** *** ******* ***
  
  The item posted to the checking account ending in 0100 on
  Monday, 01/27/2025. With it being a larger amount, the deposit was reviewed by
  an internal team and placed on a REG CC hold for seven business days. The
  seven-day REG CC extended hold was placed due to the overdraft history of the
  account. Per REG CC guidelines, when placing a hold due to repeated overdrafts,
  no funds from the check are required to be made available during the seven-day
  hold. On 01/27/2025, a hold notice was mailed to Mrs. ****** at the address on
  file with the Bank.
  
  ******** *****, the Banking Center Manager from the Old
  National ***** location, spoke with Mrs. ****** by phone on 01/29/2025.
  ******** explained that the mobile deposit was submitted on a non-business day
  and discussed the reason for the REG CC hold being placed. ******** offered for
  Mrs. ****** to come into the Banking Center and ******** would be willing to
  authorize an override of $100.00 cash for Mrs. ****** to purchase some
  essentials until the release date of the check.
  
  The REG CC hold will be released on 02/05/2025 and all funds
  will be made available from the deposit.

  Customer Answer

  Date: 02/02/2025

  They are charging me 36.00 for overdraft in which I do not have guaranteed payment on a over draft it seems that the bank it trying to take my money any way they can get it.  I went into the bank Friday to transfer money from my paycheck to another account, in which I felt like a criminal first being told I could not transfer because I was overdrafted and then when the teller came back after getting the approval from ******** the teller just looked at me as if I was a dead beat.

  Customer Answer

  Date: 02/06/2025

  I had received this letter from the bank on February 02, 2024 I tried to call the bank branch and can not get thru.  The call automatically go to a call center the agent did not know anything about the letter said to call the branch.  It is very hard to get a hold of the branch, the message is all customer service reps are busy serving other customers.  I can not be leaving work early all the time.  I would like to set a appointment up so I can get the charges and return fees paid.

   

   

• Initial Complaint

  Date:01/27/2025

  Type:Billing 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.

  Had a car loan at old national with gap insurance. They would not work with me to resolve issue and have since closed the account keep opening account and adding interest with no option to pay it to someone.. have went the branch several times with no option to talk to anyone and only given phone numbers to call. When I do they have no record of my account. These are supposedly debt collectors. They are wrecking my credit and will not give me any info on how to fix this.

  

  Business Response

  Date: 01/30/2025

  On January 27, 2025, Old National Bank received notification
  of a BBB complaint from ******* ******. 
  Upon receipt, it was escalated to the Collections Management Team to
  further investigate.

  The collateral for the borrower’s vehicle loan ****** ** **** had been wrecked.  *********** Insurance denied the claim due to the insurance premium not being paid by the
  borrower.  The collateral was deemed a total
  loss, and an insurance claim was filed by Collections with the vendor, ****** *********.  The funds from the claim were
  posted to the loan account on October 25, 2022, for $19,929.77.  Collections obtained the title from ****** ********* to sell the vehicle at auction for salvage.  A dollar amount of $6,485.00 was received.  The amount was posted to the loan account on
  February 1, 2023.

  Old National’s Recovery Team sent Notice of Final Accounting
  letters to both borrowers on February 15, 2023. 
  On February 28, 2023, payment arrangements were made by the co-borrower,
  ******* ******, for $1,000.00, and to continue with monthly payments on the 25th of each month for $100.00 until paid in full. 
  The Recovery Team posted a payment in the amount of $1,000.00 on
  February 28, 2023, and then a payment in the amount of $100.00 on May 24,
  2023.  The payment arrangements
  defaulted, and the Recovery Team assigned the loan account to the vendor,
  ******** ***. 

  A copy of the account history from ******** ***
  has been attached for the borrower to reference.  According to the document, it appears that
  the co-borrower, ******* ******, arranged plans to pay a settlement in March of 2025 in the amount of $2,667.21.  If the
  borrower has further questions, they may contact ******** *** at
  **************.

• Initial Complaint

  Date:01/08/2025

  Type:Billing 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.

  This bank charges NSF even if your account is not negative , if a bill is pending in the background they will charge you , even if it is not visible to the eye. I have got hundreds from the time I switch from ***** to now . ***** never gave fees but it’s hard to switch banks . So I’m thinking of switching back but they waived my fees but I recently got two
  Again and they refuse to waive even though they stay I was positive at the end of the business day.

  

  Business Response

  Date: 01/16/2025

  The checking account ending in **** was assessed two $36.00 NSF/Overdraft fees on 01/03/2025. On 12/31/2024, the
  account had an available balance of $160.89. Seven items were on hold, totaling
  $199.08. This made the available balance $610.26. The client had ten ***** card
  transactions posted on 01/02/2025. The last three transactions brought the
  account into a negative balance. This included the ******* ***** card
  transaction in the amount of $659.00, which brought the balance to negative
  $145.75. Secondly, the ******* ***** card transaction in the amount of $8.24,
  which brought the balance to negative $153.99. The third item was the ******** ***** card transaction in the amount of $2.29, which brought the balance to
  negative $156.28.
  
  The account was assessed two $36.00
  NSF/Overdraft fees on 01/03/2025 for the $659.00 and $8.24 transactions that
  brought the account into the negative on the prior day.
  
  The Banking Center Manager from the ******** ***** *** **** location contacted the client and provided an
  explanation on the timing of deposits and debits. The Banking Center refunded
  the two $36.00 NSF/Overdraft fees as a courtesy for the client and the refunds
  posted on 01/09/2025.

  Customer Answer

  Date: 01/16/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ******** *******

• Initial Complaint

  Date:12/09/2024

  Type:Customer Service 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.

  05 December 2024
  
  I was attempting to buy food at the grocery store when my card declined. The machine said “invalid transaction”. I tried one other store with the same result.
  
  On 06 December 2024, I called Old National Bank support to figure out the problem. Eventually I was connected to “****** in a call center. “*****” told me that my account has been locked since 22 November 2024 due to a possible information breach.
  
  I was never notified of this breach. Not through email, phone call, text, nothing. I was also not notified that my debit card would be locked at any point. I was given 0 information that my money, bank account, or debit card was at risk.
  
  “*****” then told me on 22 November 2024, a new debit card was mailed to me. I never received this new debit card, because the address they have on file is an old address. I have called two previous times over the last 6 months changing my billing address. They don’t update on their end.
  
  “*****” then told me I can get a new debit card at my current address in 7-10 business days. When I asked “*****” “so I won’t have any money for 7-10 days?”, he said no, then offered to expedite my new debit card for $36. “*****” then said “no never mind we can not expedite shipping”
  
  I told “*****” I want to close my account and he didn’t explain any steps I need to take for that.
  
  This is ridiculous. I have had this bank for 8 years and the communication ABOUT MY MONEY AT THEIR BANK has been horrible. Incorrect addresses they refuse to change, which in turn does not let me make purchases I need. Non existent communication about my money being in jeopardy. No communications about restricting my account. Then, no solutions to my problem. No explanation other than “a third party source said your account was compromised”.
  
  I NEED a debit card. This is my only bank. I NEED my account. I can’t pay my bills, buy food, or buy gas because of this company’s mismanagement of personal information.

  

  Business Response

  Date: 12/16/2024

  Old National Bank received the BBB complaint filed by ****** ****** on 12/09/2024.  The issue was
  escalated to our Bankcard Services Team and Client Care Management Team for
  further review.

  When the Bankcard Services Team receives notification about
  a possible compromise, they review a list to identify debit cards that are
  still active.  For those identified, a
  letter is mailed out to the client on the same day that the new debit card is
  ordered, to advise the client of the situation. 
  After 12 days, the “compromised” card is closed, since we allowed time
  for the client to receive the new debit card. 
  Attached is a sample letter that was sent to clients.  On 11/22/2024, the letter and the new card were
  sent to the client’s address on file at the time of the compromise.  The address that was on file was the New York
  address.   

  The Client Care Management Team conducted a call review from
  08/05/2024 to research the address change documented that day.  During the call, the client reported having
  issues with our IVR Phone System because of an expanded zip code.  The Client Care Agent submitted an address
  change to ‘zero out’ the extra 4 numbers shown in the zip code.  The client did not request an address change
  to a Colorado address. 

  On 12/06/2024, the client’s mailing address was updated to
  the Colorado address and a new debit card was ordered.  Due to the address having been updated within
  the last 30 days, a rush shipment of the new debit card could not be
  completed.  Old National Bank apologizes
  for this inconvenience.  

• Initial Complaint

  Date:11/18/2024

  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 had a stop payment on a recurring bill. For some reason they honored it for a few months then let it go through and $410 was taken out of my account. I brought this to their attention at my local branch. I had to close my account and open a new account. They put a memo in and told me I would have my money in 2 to 3 days. That never happened. Then I was told I have to wait until they get around to it, no timeline at all. One of the bank employees sent an email to see what's going on. No reply. I was given a number for complaints and it just hangs up on me, I never get connected. I lost my apartment, my car payment is now late and I almost lost my life over this. I take medicine daily that I was within 2 days of running out. My uncle gave me a loan so I could get my meds. I cannot go a day without them bc I will develop blood clots and die. There is no way for me to contact anybody and they have no way of telling what's going on. I was lied to and their phone system is set up to disconnect the call and never get to speak to anybody. This is absolutely ridiculous. I would close my account but then I'll never get reimbursed. I plan on using my only remaining recourse, social media and word of mouth, to tell everyone who listens exactly what this company is like! Word of mouth is powerful and negative endorsement will go a long way. I'm now on my second week of being robbed essentially with nothing I can do about it. They can rob me but if go in and snatch my money out of their drawer I'm going to prison. This is completely uncalled for and I want what is owed to me. Since they have already cost me my home and almost my life and maybe my car. I love in a cold weather state and I am not looking forward to sleeping in my car but that's where I will be.

  

  Business Response

  Date: 11/18/2024

  The checking
  account ending in **** received dispute provisional credit in the amount of
  $****** on 11/15/2024. Mr. ***** will have full use of the funds while research
  is being completed for the investigation. Upon the conclusion of our
  investigation, the Bankcard Services team will notify Mr. ***** of the outcome.

• Initial Complaint

  Date:11/12/2024

  Type:Customer Service 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 drive thru at 13:10 transaction date while I was heading out I can hear a lady calling me ******** as I was driving out it that was working inside it was the girl in the middle that was exchanging me she need help and how she was just staring me down for a minute or two before she started doing anything i never seen this from a banker before

  

  Business Response

  Date: 11/19/2024

  The client’s BBB complaint was received by Old National Bank
  on 11/12/2024.  Upon receipt, it was
  escalated to the Community Banking Market Manager for further review. 

  The Market Manager reached out to Mr. ******* to address
  this matter.  Mr. ******* was informed
  that his concerns would be discussed with the team members to ensure a positive
  banking experience for clients.

  The Market Manager confirmed that expectations on proper
  customer service and behaviors have been reviewed with the team members.

• Initial Complaint

  Date:11/12/2024

  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.

  In August, completely paid off my car with old national bank and inquired about the remaining balance of my gape insurance. the company has not resolved the nor sent a letter on the issue, my request has been ignored. Old national is denying responsibility paying the remaining balance left on gape insurance reimbursement to me. i have made several phone calls on this issue to them. Instead I get the run around and get referred back patriot chevrolet buick gmc will refund me, also final gape insurance is closed

  

  Business Response

  Date: 11/19/2024

  The client’s BBB complaint was received by Old National Bank
  on 11/12/2024.  Upon receipt, it was
  escalated to the Consumer Servicing Team for further review. 

  The bank follows a certain process once a loan is paid off
  that has GAP insurance.  When reviewing
  the client’s file, the vehicle title is retrieved and then the contract is
  reviewed to verify if GAP was included.  If
  it was, the team retrieves the GAP contract as well.  The GAP contract is stamped with a “Paid”
  stamp that shows the date the loan was paid off.  A GAP letter is also generated that
  reiterates to the dealership that if there are funds remaining, the dealership
  will need to reimburse the client.  A
  copy of that letter has been included with this response for the client’s
  records. 

  Old National Bank mailed the letter and the GAP contract to the
  address shown below.

  ******* ***** ***** ****
  ** *** ****
  **** **** ******** ****
  ************* ** **********

• Initial Complaint

  Date:10/09/2024

  Type:Billing 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 10/07/2024 I called customer service at my bank. ************ because I was looking at my checking acct. And I noticed there were 2 charges for $99.00 on my account on the same day that says **********. I was supposed to get my money back upon installation. I got a credit for $99.00. But I was charged twice. I called Customer Service and I told them I didn’t have my account number on me. So they asked me what my mothers maiden name was. I told him it was ****** but they put her married name ********* as her maiden name. The man said I was wrong. He then asked me What the last electronic deposit was. I asked him what do you mean? My deposits from Social Security? or A recent deposit? He said I can’t tell you. So I told him it was $30.00 which was true. He said I was wrong. I was looking right at my bank account. He said I have to go to my local branch in person and show them my ID in order for them to answer any of my questions. I told them I am 66 years old, disabled.and I couldn’t go there. After arguing with him they were transferring me to Chicago Hts bank and he said maybe they could help you. I said fine. Then he transferred me not to the bank, but some other company that they said the number has been changed and no information was available. Now I can’t get my $99.00 back. And I’m locked out. Help!

  

  Business Response

  Date: 10/22/2024

  On 09/23/2024, Ms. ********’ checking account was debited
  for 2 X $99.00 debit card transactions to **********.  On 09/26/2024, one $99.00 credit was posted
  to the checking account as a return from the merchant.

  Upon receiving the BBB complaint on 10/09/2024, Ms. ********’
  concerns were shared with the Client Care Management Team.  On 10/11/2024, a Client Care team member spoke
  with Ms. ******** to further assist with this matter.  The team member apologized for the
  inconvenience this occurrence may have caused. 
  The client stated that she spoke with the merchant and was informed that
  she would receive a refund from them as it was a mistake on their behalf.  The Client Care team member also inquired
  about the client’s online banking to ensure it was working properly.  Ms. ******** confirmed the online banking has
  been working fine.  The team member then offered
  the telephone number to the Chicago Height, IL banking center.

  On 10/15/2024, a second $99.00 credit was posted to the client’s
  checking account as a return from the merchant. 

  Old National Bank apologizes for any
  inconvenience this caused and values Ms. ********’ relationship with the bank.