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:02/22/2024
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.
I opened a new checking and savings account in November 2023.
I also refinanced my house and paid off charge card debt. ***** ***** was the banker I’ve been working with. Old national bank uses ****** for bill pay. They have tried paying my bills with a closed account three times now!!!
I’ve tried several times to clear this mess up but the bank blames ****** and of course ****** blames the bank ?????
All while I’m being charged late fees and interest and my credit score has dropped because of this. ***** *****
Over paid by over $3,000 and didn’t pay others which left me with late charges!
Now I’m stuck paying interest on that over payment for 30 years.
Plus’s I’ve been charged late fees and interest because ****** keeps trying to pay my bills out of a closed account three times now. I’ve waited on phone for an hour every time I try to talk to ******! They still have not been able to fix this mess!!!
The bank still hasn’t fixed this mess!
I tied filing with the WI banking commission but have not received any information yet please help!!!
Business Response
Date: 03/07/2024
Old National Bank’s Online Banking team has researched the
client’s case. It was advised that our Bill Pay system is not integrated with
online banking and a closed/old account was still configured as a Bill Pay
funding account when the client scheduled some payments.
Clients can add
new Bill Pay funding accounts through their Bill Pay profile via online banking
or the mobile banking app. Our Banking Centers can submit a workflow to
add/remove accounts in Bill Pay and Client Care is able to complete these
changes while on a call with a client.
If the Bill Pay
service is frozen due to an issue with a payment, we are not able to complete
standard maintenance changes inhouse until the client speaks with ******,
requests for the Bill Pay service to be re-instated, and pay the amount owed to
****** whenever applicable.
In this case, the client
had reached out to ****** a few times to re-instate Bill Pay however the
funding accounts were not updated in the Bill Pay platform until 1/25/2024. Going forward, all payments scheduled through
Bill Pay will be processed from the new account.Customer Answer
Date: 03/08/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
******* *******this is a shame I needed to contact BBB to get a resolution. The bank never mentioned the mistake they made by over paying my debtors by over &3000. More did they mention the interest I was charged by Capital One (Walmart) or my credit score dropping because of their incompetence. I had other bills not paid also by ******. I believe ****** should be put out of business. If I make mistakes over and over I end up paying for it why isn’t the same bank and their bill pay company held to the same standard?
please look at ****** record and you’ll find how incompetent this business is. I’ve run into problems with this company at other banks also!!!
can you help making sure no one else has to go through what I have with these two companies!!!
Business Response
Date: 03/28/2024
After reviewing Mr. *******’s concerns it was determined an
oversight occurred when reactivating his Old National Bank Bill Pay
service. Due to this oversight, a closed account was still linked to his
Bill Pay profile, and payments Mr. ******* initiated were subsequently
returned. Unfortunately, Old National Bank is unable to adjust any credit
reporting information of other creditors as Mr. ******* has requested. A
letter has been mailed to Mr. ******* that he may provide to creditors
explaining the oversight and the returned payments. A copy of the letter
has been attached as a reference.Old National sincerely apologizes for any inconvenience this
has caused. The incident has been
shared with our Client Care Management team.
Due to this occurrence, they have updated the reference guide used by
agents when reactivating bill pay profiles to ensure that funding account
numbers are being verified. We truly appreciate
your patience and value your feedback in helping us improve this process.Initial Complaint
Date:02/21/2024
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 10/17/23 both myself ***** ******, and my wife ******* ****** signed up for new Every Day checking accounts online at Old National Bank (ONB). We both signed up with a new account offer of making 2 or more ACH direct deposits totaling $10,000 or more over the first 90 days for a bonus payout of $450 (see attachment). Both my wife and I completed this requirement, and she received the correct payout of $450, but I only received $250. My Direct Deposits and dates (see attachment) are as follows: 11/1/23 - $3,611.37, 12/1/23 - $3,611.37, 1/2/24 - $3,703.37 for a total of $10,926.11 which meets the requirement for the $450 bonus payout. On 2/15/24 I only received a payout of $250 (see attachment). I tried to search for a contact online, but ONB doesn't have an online chat function and I could not find a help e-mail either. I tried calling the help line several times but was disconnected each time. I am still owed $200 after meeting the terms of the sign-up agreement. Please deposit this amount in my checking account. Thank you.Customer Answer
Date: 02/24/2024
$200 was deposited in my account and I received a phone call from ONB regarding the accounting error on their part. I am satisfied with the resolution to this issue. Thank you.Initial Complaint
Date:01/14/2024
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.
Snow removal was not done in the parking lot, the walkway, nor the ramp to enter the bank located on ******** *** ******* IN *****. This is very unsafe for your employees and customers!Business Response
Date: 01/18/2024
On
01/16/2024, the Banking Center Manager of the ******* ******** location shoveled
the stairs and walkway to the bank. The
Manager also salted the ground to ensure that no clients or team members would
be in danger due to the weather conditions.
Old
National Bank apologizes for the snow and ice not being cleared prior to the
bank opening. The snow removal service has
been made aware of this issue, and we are working diligently to get this
corrected to avoid issues going forward.
The client’s feedback is very much appreciated.Customer Answer
Date: 01/19/2024
Complaint: ********
I am rejecting this response because: You stated that the snow was removed on 1/16/24. My complaint was regarding the snow that was NOT cleared on 1/12/24.
Sincerely,
********** ******Business Response
Date: 01/19/2024
We have shared this additional information with our
Facilities Team.Initial Complaint
Date:12/28/2023
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 12/26/2023 I received an email from Old National Bank stating that they had initiated a loan payment for $1,000. We do not have a balance on this HELOC loan, and have not for four months, as we paid it off in September. Yet, this is the fourth time they have charged us this amount, even though we do not have a balance with them. We have spoken with the local branch as well as corporate, and they have insisted this will not happen again. They have mailed us a reimbursement check 3 times now, and yet, here we are again, with them taking an automated $1,000 from us. As this point, we consider this to be theft. We can make no adjustments to our accounts online, as they show us as having no accounts. The local branch printed out a statement showing we have no balance, nor have had since September.Business Response
Date: 12/28/2023
One of the borrowers, ****** *******, has an
online transfer set up as recurring for $1,000 once per month. ******* manually
set up this auto transfer within his Old National Bank online banking. The
payment initiates automatically from a JPMorgan Chase checking account ending
in **** to the HELOC ending in ****. This is something that the borrower will
have to cancel since they created it. To access this transfer, the borrower
will need to log into their Old National Bank online banking. Then proceed to
the blue “Move Money” tab and select “Loan Payment.” There is currently a
$1,000 payment set to be paid on 01/23/2024. To cancel these payments going
forward, the borrower will select “Cancel” under Actions.
Old National Bank is not billing the client for $1,000. We
are sending the funds back each time since the HELOC has a zero balance. The
email being referenced is the notification automatically generated through
online banking when the scheduled payments are sent.
The HELOC ending in **** was paid off on 10/19/2023. Old
National received a $1,000 payment from the online transfer on 10/23/2023.
There was no balance on the loan, so funds were applied to Unapplied Funds and
check number ****** was mailed to borrower on 11/04/2023 to return the funds.
On 10/24/2023, a loan advance was processed at the Teller
Line for $1,000 and applied to Loan ending in ****. Billing statement for the
HELOC ending in **** cut on 11/01/2023 with a minimum payment showing due of
$26.01. On 11/09/2023 a payoff of $1,005.17 was made at the Teller Line using
the Unapplied Funds check of $1,000 and $5.17 in cash. The HELOC was then at a
zero balance.
On 11/27/2023, Old National Bank received another $1,000
payment from the online transfer. There was no balance on the loan, so funds
were applied to Unapplied Funds and check number ****** was mailed to borrower
on 12/08/2023 to return the funds.
On 12/27/2023, Old National Bank received another $1,000
payment from the online transfer. There was no balance on the loan, so funds
were applied to Unapplied Funds. A check will be processed on 12/28/2023 and
mailed out to the borrower after 10 business days.
System notes from Old National Bank show that ****** *******
spoke with Client Care on 11/30/2023. The call was escalated to Management and
the team explained to ******* that the $1,000 was set up within his online
banking. The team member offered to walk him through how to cancel the payment
and he refused, saying it was not there. ******* ended up disconnecting the
call.
The $1,000 recurring payment is set up under Mr. *******’s
online banking profile. If he needs assistance accessing the account, he may
contact Client Care at ************ for login assistance. We have also included
a screenshot as an attachment to show the screen for the Loan Payment section
of Mr. *******’s Old National Bank online banking. We apologize for any
confusion through this process, but again, the payment will need to be removed
by the borrower since it was manually set up through his online banking.Initial Complaint
Date:12/13/2023
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.
Complaint: regarding cash deposit machine (ATM)
Bank name: Old National Bank
Address: **** * ***** *** ******** ** *****
With utmost respect, i would like to inform you that my name is ******** **** and i do have a bank account at the above branch name for the last 13 years.
On October 10, 2023 i deposited the amount of $4000. in cash using the ATM locate at the above address (ATM ID#********) but the cash deposited was not credited to my bank account. This usually takes no time to deposit the money because of all the video cameras around you but this time the money got stuck in the machine and the amount was not credited to my account.
I request that you look into this matter and guide me through the procedure in this regard.
Thank you for your attention to this matter.Business Response
Date: 12/27/2023
Old National Bank issued provisional credit in the amount
of $4,000 on December 13, 2023. A letter advising of permanent credit was
mailed to Mr. ******** on December 19, 2023.The ATM journal did not show funds were input into the
machine and the ATM was not showing out of balance for two weeks. Due to
this information, the dispute was originally denied.After receiving the client’s complaint, Old National Bank
reviewed the ATM/Branch video footage and was able to verify funds were placed
into the ATM. We apologize for any inconvenience and appreciate Mr. ****'s patience while this matter was further investigated.Customer Answer
Date: 12/28/2023
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:11/24/2023
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.
We are customers and shareholders of Old National Bank. We were customers of First Midwest before that. We were customers of the National Bank and Trust Company before that. We had nearly 20 years of quality service before Old National took over. Now, service is non-existent. We were recently informed that our *****, Illinois branch is no longer counting coin or accepting large amounts as deposits. The closest location that does is nearly 20 miles roundtrip. When we have coin to count, it is usually not a lot. At $.655/mile, it will cost nearly $13 every time we need to have coins counted even though the value of the coins will often be less.
This is indicative of the terrible service that we have received since Old Second acquired First Midwest. I called their 800 number (************) with a basic question and was bounced around their automated system for nearly 20 minutes and then hung up on. I attempted to find other means to contact them for assistance, but they appear that they do not want to help. Contacting BBB seemed to be my only resort.
As a shareholder, this lack of customer service has us greatly concerned.Business Response
Date: 11/30/2023
The ***** Banking Center Manager ******** ******, attempted to reach out to Mr. ********** by phone and left a voicemail for him to return her call. After two unsuccessful attempts to reach him by phone, Irving mailed a letter in response to Mr. **********’s concerns. The letter was dated 11/30/2023 and explains that it does not look like the coin machine at ***** is going to be replaced. There have been several service technicians who attempted to repair the machine, but the efforts have been unsuccessful. Irving also shared that the tellers could hand count $50 in coins per day for clients as a courtesy. Any amounts larger than that, we suggest visiting the nearest location in ********. In addition, Irving provided the direct phone number to the Banking Center in *****. Their teller line phone number is ************.
Old National Bank apologizes for Mr. **********’s concerns and values him for being a loyal client over the years. We have included a copy of the letter which was prepared and sent to Mr. **********.Customer Answer
Date: 12/01/2023
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:11/14/2023
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.
I closed out a HELOC with Old National Bank on 10/2/23. The account had a zero balance. The Bank is refusing to release the mortgage they have filed against my home with **** ******. The account was closed on 10/2/23 and it is now 11/14/23. The Bank is claiming it is outside of their control to release the mortgage and are blaming **** ******.
When a mortgage or Home Equity Line of Credit is closed and paid off an OCC regulated financial institution like Old National is required to release the mortgage with the County. By failing to release this mortgage they are causing me personal economic harm. I would like a copy of the signed and recorded mortgage release that has been filed with **** ******. It does not take 45 days to get a release in **** ****** Illinois and this is excuse is not consistent with reality. Old Second is using **** ****** as a scapegoat for their failure to release the mortgage in a timely fashion. I would like proof they have submitted this mortgage release to the County. Just providing me a copy of a mortgage release does not prove they actually filed it with the County. One operator told me the release could take up to 4 years, but quickly backtracked when I objected.
Please provide proof this release has been submitted to the County. A blank mortgage release with no evidence it was sent to the County does not prove Old National did anything, but create a mortgage release and brings me no closer to being able to sell or refinance my home.Business Response
Date: 11/14/2023
On October 6, 2023, Bank records indicate loan ending in
#**** was Paid and Closed. On October 25, 2023, the 15th business day after the
loan payoff, the electronic mortgage release was sent to **** ******, Illinois
for recording and the mortgage release was recorded on October 26, 2023.
The Recorded copy of the Release is included as an
attachment.
The Bank values Mr. *******’s relationship and looks forward
to the opportunity to serve him again in the future.Initial Complaint
Date:11/06/2023
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 or around July 21, as i was checking my bank I noticed a charge of 124.95 that I do not recall to this day purchasing. I called bank, they deleted my debit card as it was thought to be fraud.
They put in a conditional credit on 8/9 and researched. Somehow they were able to connect with Some body at a company called ******* ********, CRD PUR ********* 5585 / ******* ******* ***** ******* **. I tried calling this # myself so i could as what they sell and there were no enough numbers to figure phone number so i dialed it adding sequence of numers and nothing. I had my daughter that lives in ******* CA go to the address to see if she could see what they sell and it is a company that does fingerprinting. She took a photo which i can send. I have been trying to work with bank to at least get me the info of what was it this company sells. If they got a proof of delivery then they should be able to contact whomever they contacted to find out what they sell. I have no issue paying 124.95 if this is trully something I ordered but I dont believe that a paper that shows delivered (but no picture as Amazon does)is sufficient to charge my account. I have spoken to half a dozen folks at bank that keep promising they are going to clear this up but as of today 11/4/2023 they have no leads nor have they called me back in over a week.
All Im looking for and asking is to tell me what or how I can contact this company myself but no one at bank seems to be able to get that info.
I have attached a picture of the business located in the address that the proof of delivery says what ever I ordered came from there.
As I said. If its my error I will gladly apologize but I dont recall any merchandise coming in and I have checked my RING videos and I dont have a drop off at door on that day.
Thank You for your assistance in this matter.
****** * ******* ************Business Response
Date: 11/20/2023
The merchant for the transaction
was ********* **** *** – ******* ******** (****** *****, CA). Old National Bank was not provided with a
full phone number for the transaction.
Also, there was never an address for the merchant. The Shipping Label was documented only with
****** *****, CA *****. The
documentation the client provided reflects the reasons for the dispute being
denied. All the information matches the
client’s information and the purchase shows that it was delivered.Customer Answer
Date: 11/28/2023
Complaint: ********
I am rejecting this response because: The bank has not supplied me with the phone number or email address to which I could contact business and ask what exactly I paid them 124.95 for. Very simple but they refuse or dont have that information. I did my part and physically sent my daughter to the address that they say was the selling or shipping point and as I sent you picture you could see that iyt is a finger printing office. That tells me that there is something fishy about this company and the fact that there is no way to call or email them is even more suspicious of fraud. If this bank is not honest enough to even allow for the possibility that it was fraud and help me figure this out instead of telling me they promise to call next day with info for which I am still waiting on that call, then they will be losing my account which brings into the bank approximtely 8 to 8500.00 a year and we've had this for over 30 years.My biggest want to close this is simple. Please have bank provide who and how they communicated.
Thanks
Sincerely,
****** *******
Business Response
Date: 12/18/2023
Old National Bank further reviewed
the case to potentially locate contact information for the merchant. There is no additional contact information
that was included in the merchant documents to be able to provide the client
with that information. ONB has attached
the documents to show that the client ordered the product and that it was
delivered. This was also provided to the
client via mail that was sent on 09/29/2023.Customer Answer
Date: 12/29/2023
They didn’t because they refuse to give me an answer on how they were able to contact the company and I see that neither have you even tho I have explained and sent you all sort of documents. Why can’t they give me phone. Number, email or fax they used to get this information. So in your determination your saying that Im not telling the truth, which is extremely sad and insulting.
regards
******
Initial Complaint
Date:11/03/2023
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'll start by saying that I'm not the best with money, but I've always had enough in the bank to buy something or go out. I've been banking with Old National for 6 years and things were fine up until April of this year. My card was used by someone without my permission; this went on from April 2023 to October 2023. I called and filed a claim to see if we can reverse the charges after attempting to do so through Google and PayPal. This person (a child) spent over $800 (including other cards), but I was only refunded $37. My account has been overdrawn because of this, and they keep charging the $36 overdraft fee along with a DAILY $7 nsf fee, even after explaining the situation. How am I supposed to keep money in my account with all the fees? The bills still have to be paid, no matter the situation. I like(d) Old National, but I think I'll be switching to a credit union after this is all over. I'll also make sure I look at my statements more often.
Ps - I'm not 100% sure how much was taken from my account. The charges are all from PP GOOGLE ELEX.Business Response
Date: 11/14/2023
Old National
Bank reviewed the client’s original dispute request dated 10/18/2023. We determined the client did specify that all
debit charges posted from merchant Google Elex since April 2023 were to be
disputed. The Bankcard Services Team conducted
a review of the account transactions. As
a result, the following actions have been completed.
On 11/13/2013,
client received six (6) account credits from the merchant for a total of
$62.60. The credit amounts were $5.59,
$8.59, $10.59, $10.59, $10.59, and $16.95. This includes items ONB issued dispute
permanent credit for on 10/30/2023 in the amount of $36.13. With this being identified, the $36.13 credit
from Old National Bank was reversed on 11/13/2023 due to the merchant credits
posting.
On 11/13/2013,
in accordance with Reg E, ONB issued dispute permanent credit for $658.10 to
include all transactions on the 05/11/2023, 06/13/2023, and 07/16/2023 account
statements. All remaining items not
given merchant credit have been denied as past the 60 days. This was a total amount of $190.20.
On 11/13/2013, client
received credit for 19 X $36.00 NSF/OD fees and 6 X $7.00 daily overdraft fees
for a total of $726.00.
On 11/14/2013, the
client was contacted by the ***************** Banking Center Manager and
informed of these updates.
Old National
Bank values Ms. *****’s relationship and looks forward to serving her again in
the future.Customer Answer
Date: 11/15/2023
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:10/26/2023
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.
Customer holds a loan account with the business Old National Bancorp (“ONB”) and has several grievances which require action.
Due to errors by the business, customer has been without access to account statements for several months. In 2023, ONB’s legal department confirmed that errors were made when it removed customer’s access to online statements and failed to initiate mailing the paper statements. Specifically, ONB’s legal department confirmed that when customer’s e-banking access was suspended, they “have to go in and manually turn off e-statements in order for paper statements to be generated”. ONB admitted that it failed to complete this process appropriately. The error by ONB created a situation whereby customer was without access to e-statements and also without to paper statements.
Since early 2023, customer has made repeated pleas to ONB to provide access to the account statements, but the issue has remained unresolved. ONB claimed they resolved the issue and reinstated access to e-statements. However, when customer accesses the online portal, the system indicates “No accounts found.”
By denying customer access to account statements, ONB fails to adhere to the tenets of the account agreement with the customer. This is discordant with the protections afforded customer under the Illinois Consumer Rights Act and the Fair Credit Reporting Act.
Despite being without access to account statements, customer continued to make regular payments on the account. Yet, for reasons unclear, ONB reported the loan account as delinquent - even though it has received regular payments from the customer which often exceeded the required minimum amount due.
ONB to provide customer with access to all account statements. ONB to immediately notify all credit reporting bureaus to remove any delinquency related to the account. ONB to remove fees assessed on the -account. ONB to provide $300 credit for ongoing credit monitoring protection as promised by ONB’s legal department.Business Response
Date: 11/03/2023
First and
foremost, Old National Bank strongly believes that individuals should be
treated with the utmost dignity and respect.
We maintain a robust Code of Business Conduct and Ethics, which outlines
our responsibility to maintain an environment free from discrimination and
welcome diversity in our clients, communities, business, and team members. We strive to provide the best customer
service possible to all our clients.
On 10/23/2023,
correspondence from the client was sent to Old National Bank. This was forwarded to the Complaint
Management Team for review and response.
The following actions were completed.
On 10/23/2023, client spoke with Client Care Supervisor for assistance with online banking access. Client advised that she had not attempted to log into online banking in the past two months and requested a call back the following day, 10/24/2023, to attempt logging in.
On 10/24/2023, client spoke again with the Supervisor. The loan statements for 2023 were sent to the mailing address on file. Also, statements from July 2022 to September 2023 had previously been mailed. A check-by-phone loan payment of $1,500.00 was processed to bring the loan current for October and pay ahead to November. Client requested follow up the next day, 10/25/2023, to attempt logging into online banking.
On 10/25/2023, client spoke with the Supervisor. The client successfully logged into online banking account and has access. Also, a code was provided to access account statements online.
On 11/02/2023, a check in the amount of $300.00 was mailed to client for reimbursement of ID Theft Protection service.
As a courtesy, the Bank has also taken the following actions:
On 10/26/2023, Attorney/Court fees in the amount of $1382.17 were waived.
On 10/24/2023, late payment fees assessed on 06/12/2023, 08/15/2023, and 09/02/2023 were waived. The late payment fee amounts were $32.09, $35.78, and $30.41. The total waiver amount of $98.28 was posted to the loan account as principal adjustment credits.
On 10/24/2023, the annual fee in the amount of $50.00 was waved.
On 10/30/2023, the late payment reported in October was removed and an update was sent to the Credit Reporting Agencies.We value Ms. ********’s relationship with our bank and
remain committed to meeting and exceeding her banking needs.Customer Answer
Date: 11/13/2023
Complaint: ********
I am rejecting this response because:
Response from business is discordant with facts. Customer spoke with attorney for the business, **** **********, who agreed to provide follow-up concerning the matter. However, customer’s e-mail to Ms. ********** on 02NOV2023 has not received response as of 13NOV2023. Business continues to ignore customer’s legitimate inquiries.
Sincerely,
******* ********Business Response
Date: 11/20/2023
On 11/14/2023, **** ********** responded to the client’s correspondence.
The letter to Ms. ******** confirmed that the delinquency reported in
October for her loan has been removed and an update was sent to the credit
reporting agencies.
Old National thanks Ms. ******** for her continued support throughout this matter.
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