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:10/26/2023
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 recently received a loan with Old National Bank and setup and automatic bill pay with my banking account. Due to issues on their end the payment was not successfully withdrawn from my account. Rather than trying to contact me via phone or email, they had both options, they sent a letter with an exorbitant punitive late fee. If it was truly about receiving payment they would have called or emailed to try to resolve the issue. Instead they choose to essentially steal money from me. I would like this fee to be applied to the principal of my loan. If not I will be pursuing a claim in small claims court.
Business Response
Date: 11/06/2023
Vehicle loan note is dated 08/25/2023.
A $16.61 late charge was assessed on 10/19/2023. It appears payment was
received on 10/6 and reversed due to being unable to locate account. Client set
up payments to be recurring monthly via Old National Bank online banking to
pull from an external account. It appears that client has since managed this
payment information.
On 10/26/2023,
the $16.61 late fee was waived by Old National Bank as a courtesy for the client.Customer Answer
Date: 11/07/2023
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:10/11/2023
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.
Old National Bank processed my property insurance payment erroneously causing my escrow analysis to result in an increase monthly payment of over $500 per month!! The property insurance statement which has multiple properties shows the itemized list of properties and their annual premium. Instead of using the amount for 28921 Currier for about $1,000/year, they paid and processed the full amount for $5,727. OND knowing processed this invoice in error. I was never contacted and they provided a copy of the breakdown as well.They made the same error last year as well. I emailed and called several times making them aware of the error. I asked to speak to a Supervisor and they assured me it would be corrected. I have had this loan for almost 15 years. This should have been a huge red flag for anyone processing this invoice and escrow statement. Now my payment has increased from $847 to $1334 in error. I need this fixed immediately to avoid late fees and derogatory reporting to the credit bureau.Business Response
Date: 10/23/2023
The borrower has a multi-property insurance policy, and the full premium was paid from the loan’s escrow instead of the premium for just this property. ******* has been working with the borrower, the insurance agent, and Old National Bank to obtain a refund for the premium overage and to have a new escrow analysis ran to correct the borrower’s mortgage payment.
07/06/2023, Old National Bank received a notice from ******** ****** ******** * ******** Insurance, policy #********* effective 07/21/2023 through 07/21/2014, advising that a payment of $5,727.00 was due for ***** ******* ***. The document did not list the other properties included in the policy nor a breakdown of the premium.
07/10/2023, a payment of $5,727.00 was sent to ******** ****** – check number *******. The check cleared on 07/14/2023.
08/09/2023, the borrower emailed Old National Bank about her loan number **********. The borrower stated that she had received her monthly mortgage statement that showed a hazard insurance payment of $5,727.00 which is incorrect for the loan’s property premium, as the borrower’s policy covers more than 1 location. The borrower requested a copy of the billing used to process the payment and advised that the same scenario happened last year.
08/10/2023, ******* responded to the borrower’s email with a copy of the invoice that we used to make the payment of $5,727.00 to ******** ******.
08/11/2023, the insurance agent who was copied on the borrower’s initial email, reached out advising the borrower to have an email sent to *************@amig.com to request a refund back to the mortgage company with the mortgage statement the borrower initially provided showing the amount that was paid from escrow. The agent advised the carrier would suggest a standalone policy for the property location to avoid this issue happening again; the agent stated he would rewrite the policy next week.
08/12/2023, the borrower responded back to the agent with the document used to make the payment of $5,727.00.
08/14/2023, ******* responded back advising that the document initially provided to the borrower was the 2022-23 policy, which showed the premium breakdown and not the 2023-24 document which only listed the one property and the full policy premium.
08/16/2023, the borrower emailed that this was a recurring issue, and that it should not have happened a second time. ******* reviewed and only $857.00 was paid last year for the insurance, which is the premium for only the loan’s property location. ???
08/17/2023, ******* reached out to the insurance agent on file and left a message for a call back regarding the borrower’s policy. ******* emailed the borrower back to advise that a message was left with the agent regarding a refund.
08/20/2023, ******* reached out again to the agent and left another message requesting a call back but did not receive one.
08/26/2023, borrower responded back to the email requesting a manager.
08/28/2023, ******* emailed *************@amig.com as the agent originally requested that the borrower request a refund for the overage of premium that was paid in July.
08/29/2023, the insurance agent responded back to the 08/28 email advising that the payment was received and that they would process a refund for the premium overage that was paid from the borrower’s escrow account.
08/30/2023, ******* emailed Old National Bank for an address for the carrier to send the refund check directly to Old National to be placed into escrow. Old National responded with the correct pay to and address for the check to be sent to. This information was sent to the *************@amig.com email letting them know where to send the refund check.
09/05/2023, a response was received from *************@amig.com that the refund was processed and sent over to Old National on 09/01/2023.
09/14/2023, the refund was received by Old National and was placed back into the borrower’s escrow account.
10/11/2023, the borrower emailed back stating that the issue had not been resolved and that the escrow analysis had caused her mortgage payment to increase by $500.00 more per month. She advised that she had reported a complaint to the BBB to ensure the issue received proper attention and requested that the issue be resolved immediately.
10/11/2023, ******* emailed the insurance agent for the policy premium breakdown so the insurance line could be updated, and a new escrow analysis could be run. ******* reached out to Old National to confirm the refund was placed back into escrow and to confirm that a new escrow analysis would be run to correct the borrower’s mortgage payment. The agent provided the policy breakdown which was sent over to ******* at Old National so the new escrow analysis could be run.
10/12/2023, Old National emailed ******* advising that a new escrow analysis would be run that day. ?
As of 10/16/2023, Old National Bank Mortgage Servicing confirmed that the entire amount of $5,727.00 was returned to the borrower’s escrow account. Old National contacted the Insurance Agent, and the premium has not been paid. Old National has instructed ******* to pay the premium ASAP.Customer Answer
Date: 10/24/2023
Complaint: ********
I am rejecting this response because: Although the majority of the timeline is correct, Old National Bank has not provided a resolution to avoid this situation from occurring again. If the refund was received on, why wasn't my account corrected immediately? Erroneous statements were mailed out after the refund was returned. However, it wasn't until I reached out again and escalated it with this BBB complaint that the issue was finally addressed. Also, if you contacted the insurance company for a detailed bill and they didn't respond, why not call the customer...ME?! Instead, your company processed the overpayment knowingly and with utter disregard for your customer. This is a blatant display of poor customer service.This is the second year consecutively that this has been an issue. The same error was made last year. Also, I have not received an updated escrow analysis nor an updated billing invoice with the correction to date.
For this matter to be considered resolved, there needs to be a detail policy change to avoid this issue again. I have been a loyal customer with an excellent payment history for over 15 years. This has been extremely frustrating and Old National Bank needs to make sure that it does not happen again.
Sincerely,
******** ********Business Response
Date: 11/13/2023
Old
National Bank is unable to externally share those procedures or agreements
between the bank and the insurance vendor. On 09/14/2023, the refund was
received. On 10/11/2023, a new analysis was generated.
Old
National recommends the Homeowner Insurance policy be a stand-alone policy, not
a combined policy with the client’s other properties. The insurance payment
process is an automated one, therefore if the invoice received is not accurate,
ONB can only fix the issue after the fact.Initial Complaint
Date:10/03/2023
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.
Someone committed fraud on my account fraudulent services I submitted a police report it has been over 30 days I was told I was supposed to receive a provisional credit and I have not received anything even though I submitted a police report and I was told that on a recorded line. I have been baking for you guys for five years and I’m seriously low on funds because of the fraudulent situation that I reported to you guys with a police report.
Here is the police report online number :
*********Business Response
Date: 10/04/2023
On 09/05/2023, the client filed a $2,500.00 debit card dispute
for Goods/Services Not Received. This
dispute type is not covered by US Regulation E’s definition of an error. Therefore, provisional credit may be provided,
but is not guaranteed.
On 10/03/2023, Old National’s Bank Card Services issued the
$2,500.00 dispute provisional credit. On
10/04/2023, the funds were available in the client’s account. The client will have access to the funds
while the dispute is still being researched further with Mastercard. The dispute process may take up to 90 days
from the dispute date to receive the final decision from Mastercard. The outcome will determine whether the
provisional credit becomes permanent, or if the provisional credit is reversed.
On 10/04/2023, the ******* ******** Banking Center Manager
contacted the client to provide this information.Initial Complaint
Date:10/03/2023
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 have a my business corporate checking account ( for my private practice dental office ) with Old National. Last year, in May, I sold my practice to a management group who I gave authority through the Banks Treasury department to allow Wire Withdrawals from this account to my management group. I was the sole signer ( of this account) who could authorize these wire transfers by the management group . I started to inquire with my ***** ******* Branch bank how I can start the proceedings of unauthorized my management group from having access to these wire transfers from my corporate account . Since I was the sole signer to this account. (Not the management group) I was told I can stop these wire withdrawals at any time . That I had to write with a office letter headed paper back to the bank’s Treasury department. Instructing the Treasury department to remove the groups ability to make wire withdrawals. On July 24th of 2023. I severed my relationship with my management group. I immediately went to the bank . The bank informed me that a LOCK was placed on the account. ( my request ) That funds can be deposited. But no funds can be withdrawn at any time. .
On July 25 , I delivered that hand written letter to the banker ( *****) instructing her that this letter must go to Treasury asap. Security camera tape can verify this activity. Three weeks later . I find out the business account is still open and active. My letter was mysteriously lost. THE LOCK was still in place . Two withdrawals by my former management group ( in mid August) had wire withdrawals of a little over $5000.00 . With no explanation by the bank . Seeing THE LOCK was still in place . Denying any wrong doings. With no action taken by them . Until I filed a complaint with the OCC. Only then did they call back. They still deny any wrongdoing to the OCC complaint by literally having their attorney make up a bunch of lies in their report to the OCC.Business Response
Date: 10/05/2023
Dr. *****
visited an Old National Banking Center inquiring how to restrict access to his
account, Bank personnel advised him how to do so and later emailed him the
necessary paperwork. Sometime thereafter, the Bank received a
hand-written note that appeared to be from Dr. ***** and included a confusing
request that the author of the note wanted “to take back my account and remove
******* ****** *****”, however, the communication did not include the proper
documentation to process his request. Notwithstanding the fact that the Bank
had no ability to verify that the note was indeed from Dr. *****, the note only
included a general reference to ******* ****** ***** and not the name of the
individual Dr. ***** had added as an administrator to the account.
As a result, the individual whom Dr. ***** had added as an
administrator on the account continued to have unrestricted access to the
account as originally authorized by Dr. *****. Consequently, the Bank
denies Dr. *****’s request for reimbursement for the transactions performed by
an authorized representative.
If and when
Dr. ***** completes the proper paperwork, the Bank will promptly process the
request. In the meantime, the Bank has restricted all debits from the
account.Customer Answer
Date: 10/07/2023
Complaint: ********
I am rejecting this response because:First , I have read this response that you gave to the OCC and the CFPB , and I already wrote my rebuttal to the CFPB.
For one. This report is 100% bias with the banks interest only at play . I was told by *** that some attorney who works on behalf of Old National ( not a formal employee of the Bank) work this investigation report. Not once have I ever been formally questioned, or given a chance to make a statement about this investigation. So, since this lawyer is representing the banks interest Not mine. He ( or she ) basically wrote a report on what he wanted too say . Because it would not have been in the bank’s best interest to hire a lawyer who would speak against the bank by writing a true / factual report about the banks $5000 mistake . Now would it? So, how can his report not be bias? Because it 100% is bias
This can all easily be rectified by showing evidence that this report is all so very tainted and wrong . I am asking for the viewing the Banks security camera tape. That would clearly show all my movements on the day that “the lock” was placed on the account. With the following day after, me hand delivering the letter to the banker ***** at her desk Instructing her that this letter has to go to Old Nationals treasury department.
Camera security tape from those days will clearly show my whereabouts and delivering this letter. I would also like to have others read , my letter , and point out where my verbiage as confusing as they put it. Yet , the bank insisted and reminded me …. That the criteria that I had to do to stop with wire transfer ( while the account lock was active and in place ) Was for me to use a one of my offices letter head paper. To write a hand written letter to inform them that I severed ties with General Health . They no long have permission to wire funds out of my corporate account ( with a lock in place) until the Treasury department receives that letter. I was not give any form letter by the bank , or was I given any help in wordage on this letter. I was told … it must be hand written by me That I was no longer allowed GH access to the funds in my corporate checking account.
OLD National later ask me if I received a email from the treasury department. ( with other instructions) . I informed them that I never received any emails for them . Back then , or after…. when the bank error was supposedly under investigation. I cannot tell you … when questioning them…. If I can talk to the banks proper personal about a situation as of this…..,. I was told multiple times someone would get a hold of me. Someone would get back to me . For close to a month. Only when I filed my complaint to the OCC … did I ever have someone call me .
Can the bank produce this supposed email that they claim that they sent around August 7?For the banks own interest . Why doesn’t the bank read the BBB reports by other customers for the Spring and Summer of 2023. They get a rating of 1 star in customer service and complaints. With complaints around my time ( July 24) . With customers being told . “Some one will get back to them” . ( ***** ****** branch) and no one ever did. Same as my complaint Leaving Old National a one star rating.
Thank you for your valuable time ,
Sincerely,
***** *****Business Response
Date: 10/12/2023
On 09/21/2023, the client’s checking account was closed per his
request. However, as previously
communicated, the Bank will not reimburse Dr. ***** for the transactions
performed by an authorized representative on the account.Customer Answer
Date: 10/15/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
***** *****The account was closed because I no longer own my Business. ******* ****** ***** is the current owner of my practice. They no longer are using Old National Bank as their checking account either. There is no reason for the account to remain open.
As I stated before. The statements about Old National Bank initial findings about their banking error are flawed. To prove that report is tainted . That the bank is making an attempt to cover their banking error by not protecting my locked account. Can be verified by analysis of the security camera tape on the dates that I delivered my handwritten letterhead letter to be delivered in house to the bank’s Treasury department. As order by them. I have asked the bank for viewing of the security camera tape . Too clearly show their report is wrong.
That the hand delivered letter to ***** was given to her. Then the bank lost my letter. Claiming it turned up at some later undisclosed date. Claiming it wasn’t even me who had delivered the letter . All this can be proven by viewing camera tape. This will clearly show that the bank is clearly covering up for their mistakes.
When I call *** ( the person at Old National who is handling the case ) asking for this request. I am not given a return call by her. Again, showing No cooperation by the bank to establish the truth. Just another stall tactic to cover up their $5000.00 mistake .
I 100% reject this non factual response.***** *****
Business Response
Date: 10/17/2023
Old National Bank has responded multiple times to Dr.
*****’s concerns regarding this matter and have no new information to
share. Old National Bank considers the matter closed.Customer Answer
Date: 10/19/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
***** *****Too Whom it May Concern,
There has not been one time that the bank has reached out to me , with my numerous attempts to talk personally to any of Old Nationals Bankers. I am always told . At the ***** ******* branch .(***** ) “ We see a problem. We will get back to you”.
***** **** Branch bank . The Vice President …( ******) . “We see a problem” . She orders the banker ****** to generate a report about this banking error “. With the response. “ We will get back to you”.
******* Branch. Banker ******* …” we see a problem. I will have my manage ( ******* ) call you about this mistake “.
All three branches see the lock on my account in place on July 24. They then see the wire drawls that occurred with the lock still in place. All following up with the response… we have your cell phone … we will get back to you “ . Not one time did a bank representative call me back when promise that they would. On multiple times when questioning.
I can have my phone carrier provide recorders that not one call was received via cell phone or by email.
If there wasn’t any error by the bank. My phone would be ringing all the time with an explanation by the bank . But since the bank has errored on my account . Not one time was a call given . Only by the Bank when they informed me that they received my complaint by the OCC, CFPB and through this communication with the BBB. Nothing else. Looks awfully suspicious to a blind person at this point … Doesn’t it?
Regards ***** *****Initial Complaint
Date:09/22/2023
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.
Bank institution, Old National Bank, approved several withdrawals from my checking account without my approval. First instance was on 07/31/2023 for $300.00 and second instance on 09/18/2023 for $295.73. These withdrawals have been approved by a branch location in a state that I do not live in. It appears that the individual that has been approved to withdrawal funds from my account has a similar name to my self. This banking institution is not adequately checking to ensure that withdrawal requests are approved for the correct person. When attempting to resolve my reported concerns with this banking institution, I was informed it would take 2-10 business days for account to be credited despite knowledge that my account would not have adequate funds to pay my financial obligations.Business Response
Date: 10/04/2023
Client said a cash withdrawal was made from her checking account ending in **** on 07/31/2023 for $300.00 and she reported this transaction did not belong to her. The credit/correction was made on 08/02/2023. The error was made at the ******* ********* Banking Center. Old National Bank apologizes for this error and the Banking Center was made aware of the situation back at that time.
The complaint also mentions an ACH payment to ****** for $295.73 that posted on 09/18/2023. The client contacted Client Care and disputed the transaction on 09/22/2023. Client Care requested a temporary credit be applied to the account to ensure the client had access to the funds over the upcoming weekend. The credit was memo posted around 9:16am on 09/22/2023. A stop payment was also placed to catch any future ****** payments. The ACH transaction was marked to be returned on 09/22/2023 and $38.00 stop payment fee was refunded. A status 3 was also placed on the checking account to prevent debits from posting.Initial Complaint
Date:09/20/2023
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.
In early December of 2022 I closed my accounts with Old National Bank. On December 28th, a vendor processed a refund of $755.66 to the account. Instead of bouncing back because the account was closed, the refund cleared to Old National Bank.
After realizing in February that we never received a refund we went to Old National to determine what happened. We were assured by the banker at Old National, *****, that there was no way that the transaction would go through to a closed account. She wrote us a letter stating this to use to try and get the vendor to provide the refund we thought we were owed from them (not Old National).
After weeks of going back and forth between the vendor and Old National Bank, ***** admitted that there may be a check cut for the refund that never made it to us. We went in to the bank to try and resolve the issue and receive our refund but ***** told us that she was waiting to her from a different department to determine whether there was a check cut or not.
I have been ignored by Old National Bank for months trying to get this situation resolved. It has been 9 months since the vendor released the refund and we still do not have our money.Business Response
Date: 09/25/2023
On 9/21/2023, the
Bank Card Services Team located the funds that were sent to the client from the
vendor. They advised a cashier’s check
for the funds could be prepared and provided at an Old National banking center
of the client’s choice. On 9/22/2023, a
cashier’s check for $755.66 made payable to ***** ******** was issued. On 9/22/2023, the client received the
cashier’s check at the ******** IL-***** banking center.
Old National Bank sincerely apologizes for the delay and inconvenience
this has caused.Initial Complaint
Date:08/14/2023
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 suffered a stroke . while I was sick old National bank took over my vehicle loaned that I had with Midwest bank . They being so hard to deal with, they increase my payments and interest of my vehicle , charging me almost 3 times the value of the vehicle. They can’t even declared my on time payments to credit bureau When I asked why they said cuz I got the loan with the old bank . Is said but you took over . I asked for a balanced or paid out and they will not contact me or send me any of the information as a consumer I’m entitled to have . I have being so sick had 4 strokes and 3 hearts attacks I’m on a fix income . Please help me out to solve this situation I honestly think this people are taking advantage of me . All I want is for them to do what is right and not to be robbing me . is insane how they had have being charging me for this vehicle when I’m going to finish paid ?? I do don’t know!!Business Response
Date: 08/14/2023
The
vehicle loan originated in June 2016 for a financed amount of $29,573.10
through First Midwest Bank. No payments were made during the months of August
2017, September 2017, and October 2017. The loan was charged off in November 2017.
No payments were received by the bank during the period of August 2017 through February
2018.
On
09/02/2022, Mr. ****** spoke with the Collections Department and was quoted a
principal balance of $5,756.46
and a payoff of $8,370.00.
Since September 2022, payments of
$491.17 were remitted monthly except in the month of January 2023.
As of 08/14/2023, the current principal
balance is $844.74 with a payoff of $2,679.49.
The borrower may contact our Recovery
Department at 1-************ to discuss further. We are unable to generate billing
statements to a borrower on charged off loans.Initial Complaint
Date:07/07/2023
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.
06-29-2023 - VIA THE OLD NATIONAL BANK (ONB) ONLINE MOBILE BANKING WEBSITE, I MADE A TRANSFER REQUEST
06-29-2023 - RECEIVED EMAIL FROM ONB CONFIRMING A FUNDS TRANSFER REQUEST for $1100.00 TO BANK OF AMERICA (BOA) WAS SCHEDULED PER Funds Transfer Request #449265360
07-06-2023 - EMAIL FROM OLD NATIONALCONFIRMATION TRANSFER WAS COMPLETE AS PER -Transfer Funds Request #*********
07-06-2023 - CONFIRMED FUNDS NOT RECEIVED AT BOA AS OF 12:00; DIRECTED TO RETURNT TO ONB AND GET TRACE INFO
07-06-2023 - VISITED ONB AT APPROX 3 PM; AFTER APPROX 45 MINS OF SEARCHING BY 2 EMPLOYEES, BRANCH MGR (CORA) GAVE ME TRACING #***************
I REQUESTED FROM BRANCH MANAGER THAT THE TRANSFER BE STOPPED AND WAS TOLD THE DONT STOP (WIRE) TRANSFERS
I WAS TOLD BY BRANCH MGR THIS WAS NOT A WIRE TRANSFER BUT RATHER A "WEBEX TRANSFER"
I WAS TOLD BY BRANCH MANAGER WEBEX PAYMENTS CAN NOT BE STOPPED AND/OR REFUNDED TO MY ACCOUNT
I CONFIRMED WITH BRANCH MANAGER THERE IS NO WAY I COULD HAVE KNOWN THE DIFFERENCE SINCE THE ONB WEBSITE STATES "TRANSFER" TO AN EXTERNAL ACCOUNT
ONB DID NOT PROVIDE CLARITY OR DISCLOSURE ON TYPE OF PAYMENT (WIRE TRANSFER VS. WEBEX PAYMENT)
TRANSFER DISCLAIMER IN VERY FINE, BLENDED AND MICROSCOPIC PRINT IS INTENTIONALLY DECEPTIVE
I WAS TOLD BY THE BRANCH MANAGER THERE IS NOTHING THEY CAN DO TO REFUND THE MONEY BECAUSE IT IS A "WEBEX TRANSFER" AND THEY DON'T REFUND "WIRE TRANSFERS" EITHER
IF THIS INFORMATION IS NOT MADE CLEAR AND/OR VISIBLE, NOR THE RISK CLEARLY DISCLOSED, THEN THIS TRANSACTION SHOULD BE DEEMED DECEPTIVE, SHOULD FDIC INSURED AND THE MONEY RETURNED TO MY ACCOUNT
THERE IS A TRACKING # AVAILABLE
THE TRANSACTION WAS CONFIRMED VIA ONB EMAILS AND TRANSACTION #, WHICH DEPICTS ACCOUNTABILITY
I WAS GIVEN NO REASON NOT TO TRUST THIS BUSINESS TRANSACTION
THIS TRANSACTION STARTED AND ENDED VIA THE ONB WEBSITE. AS A CUSTOMER USING THIS WEBSITE, I SHOULD BE ABLE TO TRUST THEIR BUSINESS INTEGRITY, CLARITY AND ACCOUNTABILITYBusiness Response
Date: 07/17/2023
On 07/06/2023, the client visited the ******* ***** banking
center in ********** WI to inquire about a transfer in the amount of $1,100.00 initiated
from the client’s Old National Bank checking to a Bank of America
account. The transferred funds did not appear in the Bank of America
account. The client made a request to stop the transfer.Initially, there was a misunderstanding about the type of
transaction to research which resulted in a 45-minute delay. It
eventually became clear the transaction was an online banking external transfer
and not a wire transfer. The Banking Center Manager explained the online
banking external transfer could not be stopped once complete on the Old
National Bank side and funds already debited from the account. Old
National’s Deposit Operations department advised the delay for the funds
appearing in the Bank of America account was due to the July 4th holiday.On 07/07/2023, a $1,100.00 transfer credit from Bank of
America was posted to Farley’s Old National Bank checking ending in ****.Old National Bank apologizes for the inconvenience and
confusion this may have caused. The client’s feedback has been shared
with our Digital Banking Team.Customer Answer
Date: 07/18/2023
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:07/05/2023
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.
Just yesterday (July 1, 2023) I received my disability check for $1,296, which the bank itself already took out -$68.77 which I owed them from last month. I paid for my phone which was $127.09, then I paid for groceries on instacart.com which came to $435 which included the withold fee to purchase them. That brought my checking account balance to $665.14. Then I started to buy other stuff, but the payments did not go through. It should have because it was not on a holiday, which is on July 4, 2023. I called the bank location at **** ***** ****** and talked to the manager about it. She said because of the holiday, my payments will not go through, which is a lot of rubbish to me. It should also go through today which is Sunday, July 2, 2023, but it did not go through. She also said I have to wait until July 4 for me to pay for anything. This coming Monday (July 3) is not a holiday. They should go though on that day. I've been having problems with them last month as well on the financial side of things. They're trying to take money out of my checking account into their own pockets. By the way, I received the extra withold fee difference from instacart.com today (July 2, 2023 for $140.45 into my checking account. I hope they will leave my account alone and let me pay bills and anything else I want to buy after that.Business Response
Date: 07/17/2023
On 06/13/2023, the checking
account balance was -$68.77.On 07/01/2023, the debit card was
placed on a Warm Status by the FICO Fraud Monitoring System. A Warm Status is placed as a security measure
to prevent a transaction that may be deemed as unauthorized/fraudulent activity. The debit card becomes inactive, and
transactions are not allowed.07/03/2023, the Social Security
direct deposit in the amount of $1,296.00 posted bringing the balance to
$1,227.23. On 07/03/2023, three
additional transactions were posted to the account. The transactions were a $3.00 customer
withdrawal, $294.44 Instacart** **** ** Suite debit card purchase, and $127.09
******** debit card purchase. On 07/03/2023, the end of day balance was
$802.70.On 07/05/2023, the client
contacted a Relationship Banker at the banking center. The Relationship Banker
noted the client refused to contact MasterCard about the suspected fraudulent
transaction and demanded the debit card get turned back on. The client yelled at the Relationship Banker
during the call and was transferred to Management. Management noted the client was belligerent
and using profanity over the phone. They
advised the client they were exiting the bank relationship. A 30-day Close-Out Letter was mailed.On 07/05/2023, a closing transaction debit in
the amount of $802.70 posted which resulted in a zero balance. The client closed the checking account.Initial Complaint
Date:06/21/2023
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 have a business account with old National Bank
I have called the bank and have sat on hold without speaking to anyone for greater than an hour every times I have called on 4 occasions
The most recent issue was a major discrepancy in the deposit, and I still have not received a return call from the bank ever after leaving messages, and never speaking to anyone this is not the way a financial institution should operate. They have been nonresponsive when I have gone into discuss the matter with them there appears to be some sort of management issue where they are not staffing their bank sufficiently just provide service for the customers.Business Response
Date: 06/29/2023
On the morning of 6/20/2023, the business clients (****** *** ***.) dropped off a large deposit at the Old National Bank Bloomington Mall
Road location. The deposit contained no deposit ticket or amount. The clients
were given a receipt from a team member. The clients came back later in the
afternoon, saying the deposit amount was $2,000.00 short. The team member
counted his drawer and Community Market Manager **** **** called the client
back to advise that the Banking Center wasn’t out of balance.
It was requested that security review the camera footage. ONB
Security was unable to see anything that led them to believe there was anything
suspicious that occurred. The team member’s drawer was counted and there was no
$2,000.00 outage.
****, who works for Dr. *****, is the individual who brought
in the deposit on the morning of 6/20/2023. **** plans to reach out to **** on
6/29/2023 to advise that we did not see any theft while reviewing the security
footage. The deposit from 06/20/2023 posted in the amount of $17,862.00.
As far as the Banking Center answering the phones on
6/20/2023, this was a day following the bank being closed for a holiday. Our
Banking Centers are always extremely busy after this. We apologize that the
clients had issues contacting someone for assistance.Customer Answer
Date: 07/01/2023
Complaint: ********
I am rejecting this response because:
My complaint was the length of time that I was placed on hold without ever speaking to anyone it has happened on several occasions. This is not the only time I have waited in excess of one hour. I would like the response to include the limits to which they will keep people on hold.
Sincerely,
** **** *****Business Response
Date: 07/17/2023
Old National Bank’s
Technical Support provided the following information.When a call is routed to a
banking center during business hours, the caller will hear a welcome greeting
and phones will ring for 15 seconds. If there is no answer, the caller
receives a menu offering the options to leave a
message, to be transferred to Client Care, or to hear banking center business
hours. If the caller does not make a selection, music will play for
15 seconds while the banking center phones ring again. If there is no
answer the second time, the menu offering the options to leave a message, to be
transferred to Client Care, or to hear banking center business hours, will play
again. If the caller still does not make a selection, the call will be
transferred to the banking center voicemail.Old National would like to
apologize again for the wait time and inconvenience the client experienced on
6/20/2023.
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