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

  320 N Main St Elkhart, IN 46516-3033

• 

  Old National Bank

  3333 North Wayne Street Angola, IN 46703

• 

  Old National Bank

  6430 W. Jefferson Blvd. Fort Wayne, IN 46804-6204

• 

  Old National Bank

  140 Columbia Ave W Battle Creek, MI 49015-3351

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:06/13/2023

  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.

  This bank has consistently misplaced my money, charged me for overdraft fees when I've had money in my account, makes it impossible to actually speak with a person over the phone to resolve any issues (as in, there is no "speak with representative" option on their customer service line), and mismanaged my deposits to the point where they've caused me to pay late fees due to their system's inability to update in real time. My resolution would involve speaking with an actual representative and having my last overdraft fee refunded as my overdrafting was the fault of their system.

  

  Business Response

  Date: 06/28/2023

  The client’s complaint was shared
  directly with Community Market Manager, ****** *****. ***** advised that we did
  follow up with the client and offered him a direct phone number to a
  Relationship Banker and ****** *****, as contacts that he could call directly.
  We offered to refund one overdraft fee, but this did not satisfy him. Mr. ***** indicated that he would be closing his account at ONB and said that he did not want anything from the bank. 

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over a month ago i had an incident where i was attempting to deposit money via an ATM. I was able to do one transaction fully and then attempted to do another. At this point it returned a sum of my money and a screen popped up saying that $180 was in the machine and asked if i would like to insert more. Soon after the screen froze and the machine restarted. The machine told me to take my card but i did not receive my $180 back nor did it appear in my account. I subsequently filed a dispute, after a month of waiting my provisional credit was reversed but i had received no letter with information. I then had to call customer service and sit on hold for 30 minutes to be told that no discrepancy had been found when balancing the atm. I find this impossible to believe unless the atm is saying money went into my account when it actually didn’t. I also have a hard time believing anyone reviewed the cameras as it would clearly show me inserting the money and only receiving a portion of it back. I’ve essentially had $180 stolen from me because this was investigated improperly. I’ve been banking here for years so I’m upset i will potentially need to close my accounts and start at a new bank, as failure to rectify this situation has shown me i am not valued as a customer.

  

  Business Response

  Date: 06/01/2023

  Old National Bankcard Services reviewed this case and discovered
  it was opened with incorrect ATM information. This is why we were unable to locate
  the transaction on the Electronic Journal and why no outage was showing for the
  ATM that was listed.

  
  Bankcard Services found the correct ATM that Ms. ****** used was out
  of balance as of 04/26/2023. As a result, the checking account ending in ****
  was issued permanent credit in the amount of $180.00 on 05/24/2023.

  
  Old National Bank apologizes that an incorrect ATM ID number
  was provided on the initial ATM dispute.

• Initial Complaint

  Date:05/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to close my Old National Bank account 4 times now, I keep receiving calls from either the bank manager or corportate customer service about additional charges coming through, then requiring me to return to their bank with cash and bring the balance to zero, to "close it again".
  
  This is unacceptable, I have paid $14 in ATM fees from Chase over the last 3 weeks since first attempting to close the account. Finally, I thought the account was closed, 2 weeks had passed and somehow another charge came through on a "closed account".
  
  This is unethical and bad business practices. How can the bank not truly close the account and keep letting additional auto-pay charges come through?
  
  My name is ***** ******, I live at *** ******* ***., ************ Indiana.

  

  Business Response

  Date: 05/25/2023

  On 5/18/2023, the client visited the ********, IN-******** ***** banking center.  The start of day balance was -$478.00.  The client
  made a deposit of $220.00 to close the account.  The banking center posted
  a $65.00 service charge fee refund.  In addition, a total credit of
  $144.00 was processed to refund 4 X $36.00 overdraft fees and a total credit of
  $49.00 was processed to refund 7 X $7.00 daily overdraft fees.  The end of
  day balance was $0.00.  After nightly processing, the account status is
  Closed as of 5/19/2023.

  Old National Bank apologizes for any inconvenience this may
  have caused.

• Initial Complaint

  Date:05/03/2023

  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.

  Auto bills coming thru. Had a heart surgery - couldnt do much. The auto bills put my acct in negative. Instead of paying, REJECT THE WITHDRAWL!! but they just like to ruin my credit and make hundreds of dollars by adding ridiculous fees DAILY! I HAVE NEARLY 300$ ADDED ON DUE TO FEES. REJECT THE BILL. THIS BANK IS FRAUDULENT. I WANT THE 300$ BACK

  

  Business Response

  Date: 05/16/2023

  At the end of day on 5/10/2023, Ms.
  ****** had an available balance of $8.05 in the checking account ending in
  ****. Her owning Banking Center at the ******** ******** Drive location agreed
  to provide her with a courtesy refund. On 5/15/2023, three $36.00 overdraft
  fees were refunded, along with five $7.00 daily overdraft fees being refunded.
  The refunds totaled $143.00 and were all posted to the account on 5/15/2023.

  
  Ms. ******’s checking account is
  opted in for full Regulation E. This allows any debit card transaction approved
  by Mastercard to debit the client’s account whether or not they have sufficient
  funds available, which may result in overdraft fees during nightly processing.
  If Ms. ****** would prefer to opt out of Regulation E, this can be changed when
  visiting a Banking Center. This would result in debit card transactions being
  declined at the time of purchase instead of causing a negative balance.

• Initial Complaint

  Date:04/25/2023

  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.

  I have been a customer of ONB since First Midwest Bank was purchased by ONB. It is impossible to follow my account balance using the ONB app. I ordered a credit card company to debit my ONB checking account over the weekend. Today, Monday, a business day, this transaction has not been posted to my account. WHY. As far as I can tell, the app only operates on 4 of 5 business days per week. This needs to be fixed bc customers use the data to manage their finances. I never had this problem with any other bank when I have accessed on line data. ONB is not able to provide a reasonable level of service to its customers. This needs to be fixed immediately. Get it done or I will be forced to use a bank that actually functions.

  

  Business Response

  Date: 05/09/2023

  Based upon Ms. *******’s description,
  we believe she is referencing a ***** ***** ****** **** payment that was made
  via electronic ACH. An ACH payment in the amount of $960.04 posted to the
  checking account ending in **** on 04/25/2023. ACH items are posted to accounts
  based upon the settlement date of the transaction. Old National Bank does not
  control the settlement date assigned by the Federal Reserve, nor the effective
  date assigned by a non-Old National Bank originator. If the payment request on
  the ***** ***** ****** **** was entered over the weekend, most likely the other
  financial institution (with whom the credit card company banks through)
  processed the ACH on Monday 04/24/2023 with an effective date of Tuesday
  04/25/2023. This explanation is only a general assumption, since the
  transaction did not originate at Old National Bank.
  
  The Old National Bank Digital
  Banking Team confirmed that our online banking and mobile app functionality
  regularly tops 99% on monthly availability. If Ms. ******* would like us to
  explore other issues regarding the reliability of either the online banking or
  mobile app, please have her share specific examples of challenges that have
  been faced. It would also be valuable if Ms. ******* could include dates on which
  any specific issues took place. We realize that may not be possible and should
  not preclude Ms. ******* from sharing specific frustrations. We are happy to
  explore any issues presented.

  Customer Answer

  Date: 05/10/2023

   
  
  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:04/24/2023

  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 walked into Old National Bank in ******* WI at *** * ******* ****, and started opening a account. Few minutes later I received a message from my family member and I apologized and said I’ll be able to come back later to finish my application. Later the same day ( hour or so later) I went into same bank, different address branch and asked to open a account. After few minutes the bank associate stated that they could not open account for me and they didn’t explain why. They stated that I recently tried open a account at different location which I said “yes” they gave me no explanation and said they won’t be able to open one for me for no particular reason. The bank associate was rude and non helpful to me with my question. And when I was leaving they said that they just “ won’t be able to help me with opening a account at this time “. I’ve never experienced this kind of treatment before by anyone. This branch and other one I visited was rude and I felt like they did not help me because of my accent. ( Iam not originally from USA).

  

  Business Response

  Date: 04/26/2023

  Per Customer Identification
  Protocol, banking centers must obtain one primary form of identification and
  when necessary, a secondary form of identification to verify an individual’s
  identity.  This is a requirement of the
  USA Patriot Act.
  
  Mr. ************** first visited
  the ******* ****** - *******, WI banking center.  The Relationship Banker requested
  identification to open a new checking account. The consumer first provided a
  library card.  The Relationship Banker
  asked the consumer if he had a Passport or a State ID card, and the consumer
  provided a medical card.  The Relationship
  Banker proceeded by showing examples of acceptable forms of identification.  Consumer provided a New York State ID card
  and a Wisconsin Driver’s License. 
  Consumer then left for personal reasons.
  
  Later in the day, Mr.
  ************** visited the ******** - *******, WI banking center to open the
  checking account.  The Relationship
  Banker requested identification and the consumer initially provided a library
  card.  Consumer was asked for a Driver’s
  License or State ID card.  The consumer
  provided a New York State ID card and Wisconsin Driver’s License.  The Relationship Banker asked for the
  consumer’s social security number, but the consumer could not provide that
  information.  The consumer was asked for
  his address, but the address was different from what was printed on the
  identification.  The bank requested
  documentation to verify the address, but the consumer was unable to provide
  documentation.
  
  Due to the address discrepancy,
  multiple state identification cards, and missing taxpayer identification
  number, the consumer did not meet the minimum identification requirements for
  opening an account.

  Customer Answer

  Date: 04/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Although I did provided both documents and they had different addresses on it, I stated that I currently reside in state of Wisconsin and showed a utility bill from MGE, social security card and State of Wisconsin drivers license, they still refused to open an account for me.  All of my identity documents are valid, not expired and reflect my identity.  The bank still refused to open account for me.  All of my friends use the bank and recommended it to me but unfortunately it’s been a terrible experience for me.  Definitely will not  recommend this Old National Bank for their treatment of people.  I’m sure that customers who will read this would take into consideration where to go for their banking needs , and hopefully , for their own wellbeing, will not chose this business. 
  
  
  
  Sincerely,
  
  
  
  ****** **************

  

  Business Response

  Date: 05/05/2023

  The consumer first visited the
  ******* ****** – *******, WI banking center. 
  The banking center has confirmed the consumer did not provide proper documentation
  to validate a current, accurate address. 
  When the banking center requested the social security number, the
  consumer stated that he did not have a social security card.
  
  The consumer next visited the
  ******** – *******, WI banking center. 
  The banking center has confirmed the Wisconsin Driver’s License did not
  have the consumer’s correct address.  The
  consumer was unable to provide a physical copy of proper documentation that
  would verify an accurate, current address. 
  Also, the banking center did state that the consumer provided a social
  security card at that time.
  
  The
  consumer may proceed with the account opening process again but must provide
  the documentation that we require of all our clients. All account opening
  questions must also be answered.  An acceptable form of documentation to
  validate a valid, current address includes a physical copy of a utility bill
  with the consumer’s address.  The new checking account request would be
  evaluated as we do for all consumers in compliance with UDAAP (Unfair,
  Deceptive, or Abusive Acts or Practices).

• Initial Complaint

  Date:04/20/2023

  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.

  In February 2023 I received a Debt Collections call and then a Debt collections letter from Old National Bank advising me that My Mortgage payment was past due. I contacted Old National by phone at ************ and spoke with "*****". I advised ***** that I made a $1400 loan payment through my "Bill Pay" account using the same method and account # I have used to pay my loan for the last decade. ***** told me that I had to prove payment. I contacted my Bill Pay company and they advised me that Old National receives the payment electronically and they had deposited the money in early Feb. The Bill Pay company called ***** at Old National and finally was able to work with Old National to locate payment. ***** seemed confused during most of that call and was mostly disinterested during the call, however, my Bill Pay company was very assertive in getting the issue resolved.
  In March 2023 I again made a $1400 mortgage payment. This time I called Old National a week after my payment and asked if they had posted my payment. I was told that they had not received the payment and while I was on the phone the person was able to find my $1400 payment and said it was posted to the wrong loan account. The person I spoke with told me she would work with a manager to make sure that the problem did not happen again and told me not to be concerned in the future.
  Today is April 19, 2023 and I received another Debt collections call from "*****" at Old National Bank. ***** said that they had not received payment and I then asked her to review the account for the past history of the issue I've had related to the "poor" controls at Old National in getting my loan payment posted. ***** told me she could see the issue but she could not figure it out on her own. I advised her that Old National received and posted my $1400 payment in early April and I told her I needed resolution and that I was not very frustrated and would be filing complaints regarding the "control" issues at Old National not to mention inappropriate debt collection calls after I had properly made payment and previously informed Old National of their own control issues. ***** told me she would research and call me back.
  
  I need assistance resolving this issue. Loan # is **********

  

  Business Response

  Date: 04/24/2023

  Old National Bank Collections has
  spoken with Mr. ***** to provide instructions on how to solve this problem
  going forward. His mortgage payments are being issued through an external bank.
  The external bank is sending the loan payments to Old National Bank with an
  incorrect loan number. Old National Bank cannot correct this, as it can only be
  done through the external bank bill pay. The client will need to work directly
  with the external bank to ensure that the correct loan number is being used on
  the outgoing payments sent to Old National Bank.

  Mr. *****’s most recent mortgage
  payment was posted on 4/19/23, which was the April payment.

  Customer Answer

  Date: 04/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I verified that the loan account number that existed in my "Bill Pay" account matches the correct number exactly. Old National advised me that my bank must be sending an incorrect account number. I asked the Old National representative if she would send me a copy of the incorrect information they are receiving from my "Bill Pay" account and she said they could not provide the information as it was confidential. I contacted my bank on April 28 and asked them to research and the advised that after research it appeared that an Old National employee apparently entered an incorrect account # sometime in December that is causing the issue and Old Naitonal needs to correct on their end. When I called Old National back on April 28 and informed them and again asked for proof on their part of getting an incorrect account # they again refused - Note that I offered to provide them with the information from my bank and they said no need to provide any information. 

  Old National has shown no interest in assisting me with this situation and clearly from their response to the BBB are not illustrating the full details that are ongoing regarding this situation. I request that Old National provide the requested information since I can clearly see that my account # is correct on my end. 

  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 04/26/2023

  Old National Bank Collections
  spoke with Mr. ***** on 4/21/23 and explained that Old National was unable to
  provide him with documentation of the incorrect loan number due to it being
  internal documentation. Therefore, Old National Bank requested that Mr. *****
  could provide us with documentation from his external bank. If Mr. ***** would
  like to provide this for review, it can be sent to the following email address: ***************@oldnational.com.

  Customer Answer

  Date: 04/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I've worked patiently and respectfully for three months trying to help Old National solve their issue. Old National did not offer to even assist me until I started to vehemently complain of their poor service and escalate the issue. 

  Old Nationals refusal to provide me documentation they refer to is unacceptable. Also, the second part of Old National's response is incorrect. At no time did Old National ask for information from my bank and certainly did not give me an email address to send the information. 

  I've burned hours on this issue so it is time for Old National to spend some time working to solve the issue on behalf of a long term customer. 

  
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 05/03/2023

  Old National Bank apologizes for Mr. *****’s
  frustration. We had spoken with Mr. ***** on 4/21/23 and explained that
  Old National was unable to provide him with documentation of the incorrect loan
  number due to it being internal documentation, which cannot be provided for
  external use. Therefore, Old National Bank requested that Mr. ***** could
  provide us with documentation from his external bank. If Mr. ***** would like
  to provide this for review, it can be sent to the following email address: ***************@oldnational.com.
  
  Old
  National Bank has no further information to provide.

• Initial Complaint

  Date:04/06/2023

  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.

  Three separate Better Business Bureau complaints have been filed against Expedia.com, American Airlines and Old National Bank, as it is not clear which of these parties is responsible (or more responsible), and I did not see an option that allowed me to file a joint complaint against multiple parties.
  
  On October 11, 2022, I purchased a travel package from Expedia via Expedia mobile app, using MasterCard card ****** a debit card issued to me by Old National Bank, which was linked to my Old National Bank checking account *****. The Expedia travel package included three round trip airline tickets to/from ***** ******* MI and **********, AZ for me and family **** ********* and ** *********, a minor, with American Airlines, confirmation number ******. I paid Expedia $4,176.45, in one transaction, for hotel accommodations and the three AA plane tickets.
  
  On October 12, 2022 the $4,176.45 Expedia purchase posted to my Old National Bank checking account in four separate transactions: $2,408.85 by Expedia.com for hotel accommodations; and three transactions for $589.20 by American ******* for each of the three plane tickets, totaling $1,767.60.
  
  On January 17, 2023, I cancelled the trip due to a death in the family using a link provided on Expedia’s mobile app. That same day, I received an email confirmation from Expedia confirming that the hotel accommodations had been cancelled and refunded, and American Airline credits were issued for the three plane tickets for $589.20 each (totaling $1,767.60). A link to redeem the airline credits was included in the email.
  
  On January 17, 2023, I attempted to book a new travel package, and in doing so, followed the link in the above referenced email in an attempt to redeem the airline credits. I received error messages indicating that the airline credits could not be used. I attempted this several times, receiving the same error message each time.
  
  On January 17, 2023, I called Expedia on two occasions and spoke with two separate customer service agents, who advised that I was not actually receiving airline credits but instead, receiving a refund to my original form of payment for the airline tickets, which was why error messages appeared when I attempted to redeem the credits. I was repeatedly told that she did not have airline credits to use, despite that they “appeared” in my Expedia account.
  
  On January 18, 2023, I received a refund from Expedia.com in the amount of $2,408.85 for the cancelled hotel accommodations, which was refunded to my original form of payment (debit card ****) and posted to my Old National Bank checking account. To be clear, the $1,767.60 refund for the airline tickets was NOT posted to my account, and remained due and owing.
  
  On January 19, 2023, I contacted Expedia customer service by phone for a third time and was advised by a third agent that I was getting a cash refund for the plane tickets at issue and I did not have airline credits, and even though credits appeared in my Expedia account, I should disregard them.
  
  Between January 17 and January 23, 2023, I was anxious to rebook the trip due to rapid increase in pricing, and attempted to use the airline credits that continued to appear in my Expedia account, each time receiving the same error message.
  
  On January 23, 2023, I contacted Expedia for a fourth time via online chat, and was connected with a fourth Expedia agent, April. In writing, this agent conveyed the same message that the other three agents had, and again, advised that I had received a full refund from American Airlines to my original payment method, which would be posted to my account within seven to 10 business days.
  
  Based on representations made by Expedia on multiple occasions, I purchased a new trip package on January 23, 2023 – not using airline credits. The new travel package included three airline tickets with American Airlines for the same three passengers as the previous trip. The new airline tickets would have been credit eligible if credits had been issued and were available for use, and I would have used the airline credits if they had been available.
  
  On February 6, 2023, after the passage of 10 business days from my last contact with Expedia, no refund for the airline tickets had been posted to my bank account with Old National Bank.
  
  On February 6, 2023, I filed a complaint against Expedia with the Better Business Bureau (“BBB”), Complaint Case ID #********, Expedia Case #********, requesting a refund of $1,767.60 back to my original form of payment, as promised by four Expedia agents.
  
  On February 8, 2023, I received a response to my complaint from ******* ******, Global Traveler Resolutions team on behalf of Expedia. In the response, Expedia represented that after receiving the complaint, they contacted American Airlines to check the status and they advised that “the tickets were already refunded on 17 January 2023 back to the original form of payment MasterCard ending with ****. Refunds might take up to 1-2 billing cycle to show up on your card statement. Refund was processed in 3 transactions 589.20 USD for each ticket.”
  
  On February 13, 2023, I contacted Old National Bank and spoke with an agent who reviewed my checking account and advised that the above referenced refund had not been received by Old National Bank, and had it been received, it would have been posted to my account immediately.
  
  On February 13, 2023, I replied to Expedia asking for additional information, including tracking information, as the refund had not been received. No additional information was provided to me by Expedia anytime thereafter. Instead, I was told to follow up with BBB if the refund had not been received within two billing cycles.
  
  On February 28, 2023, I contacted Old National Bank and spoke with ******** ** regarding the missing refund which was allegedly deposited into my account six weeks prior. During an hour-long conversation, this agent again advised that, to date, Old National Bank had not received the refund. Further, she assisted me in filing an internal dispute with Old National Bank, Claim Number ***********.
  
  In addition to the extensive details I verbally provided during the phone call, I also emailed Old National Bank several documents to support each of my allegations, including Expedia’s response to the first BBB complaint, where Expedia alleged that three transactions for $589.20 had been issued back to the original form of payment MasterCard ending with ***** which was linked to my checking account.
  
  On March 22, 2023, Old National Bank issued me a letter advising that it conducted a thorough investigation of my claim and “determined that no error had occurred”, and thus, no reimbursement would be issued.
  
  To date, I have not received any of the $1,767.60 refund in question from any of the three businesses involved. There is no question that at least two billing cycles have passed since January 17, 2023 when this refund was allegedly issued.
  
  Please understand, I have been chasing this refund for almost three months now with no avail, and have spent more time on this than I wish to even think about. I understand that sometimes mistakes are made, but at this point it goes beyond mere negligence as these businesses have had three months and multiple opportunities to correct the problem and have not done so. I have no idea where this missing refund is, which business has it, or where things went wrong in the process, but as a consumer, this should not be my problem to solve. This is a last ditch effort to ask these businesses — whoever is responsible for the mistake — to make it right and issue me the $1,767.60 refund that I am owed. After this, I have exhausted all my resources and will have no choice but to file a consumer protection and breach of contract lawsuit in **** ******, Michigan. I have already consulted with a lawyer who has agreed to take this case and if a suit has to be filed, he will be seeking costs and attorneys fees, as well as putative damages as authorized by Michigan law.
  
  I have a complete paper trail of documentation supporting all my allegations, many of which have already been provided to Expedia and Old National Bank. I am happy to provide them again upon request.

  

  Business Response

  Date: 04/28/2023

  Ms. ********* had filed a debit card dispute for Goods/Services
  not received on 2/28/23 for three American Airlines transactions that posted on
  10/12/22 in the amounts of $589.20, which was a total of $1,767.60. These transactions
  were on the debit card ending in ****. Since the transactions dated back to October 2022, we were
  out of the 120-day timeframe to process a chargeback to the merchant. Old
  National Bank Bankcard Services had no further ability to assist the client, as
  it needed to be resolved directly through the merchant.
  
  A credit of
  $1,767.60 was posted to Ms. *********’s checking account on 4/10/23 as a card return
  from Expedia. It appears that she may have worked with Expedia to receive this
  refund.

  Customer Answer

  Date: 04/28/2023

  
  
  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:04/03/2023

  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.

  Hello, I was unable to submit my complaint due to too many characters. Please see below for my complaint about how Old National Bank is illegally holding my money and claiming that it never received it; the literally stole my money and will no return it. Full Bank Name: Old National Bank Bank City, and State: ** ** *** *** **********, IN 47705 Bank Phone Number: ************ Type of product involved (i.e., Checking Account, Mortgage Loan, Certificate of Deposit, etc.): Checking Account Detailed explanation of the issue including events in the order in which they occurred, names and phone numbers of individuals involved, amounts and dates of any transactions, and any other information that will enable us to thoroughly understand your concerns: March 14, 2023: I logged into my Old National Bank account online and saw a $0 balance, which was fine since I strictly use PayPal and Chime for payments and Direct Deposit, however I needed to use my Zelle that was integrated with Old National Bank in order to pay rent/fees to my previous Property Management company. Since I noticed a $0 balance, I assumed it would be safe to deposit money into my Old National Bank account in order pay the Property Management company via Zelle. March 14, 2023: I transferred $361.93 from my Chime account to the LINKED bank account saved in my Chime account, which was my Old National Bank Checking Account #****; this transfer was posted on March 15, 2023 at 12:18AM. March 16, 2023 I ATTEMPTED to log into my Old National Bank account online to see if the $361.93 was deposited yet, however it said that I could not log in and that I needed to call Old National Bank for further insight. March 16, 2023 at 11:32am: I called Old National Bank to inquiry about this lack of permission to log into my account. I was told that my account was Charged Off and closed, which is strange since I was 1) successfully able to log into my account days prior and 2) I was able to successfully send $361.93 to my account, however there is NO RECORD of the funds actually being deposited (see the March bank statement provided). I was then informed that the funds would be returned back to my Chime account since my Old National Bank account was closed March 22, 2023 at 10:08am: I called Chime to file a Dispute in order to ensure that Old National Bank does actually return my money since my account was closed AFTER I transferred money into the account on March 14, 2023 (posted on March 15, 2023 via Chime). March 22, 2023 at 9:37am: I called Old National Bank to inquire about the returned funds that they STATED that would indeed be returned since the account was closed. I was then informed that I was charged a Charged Off fee of $63.52 due to overdrafts , which I had NO IDEA that I overdrafted since I logged onto my account on March 14, 2023 and saw a $0 BALANCE, not a NEGATIVE balance. Unfortunately, my PayPal and ****** account were linked to my Old National Bank account and processed transactions that I was unaware about. I was unaware of this since I stopped using Old National Bank as my main account since around October 2022. Furthermore, Old National Bank stated that they would STILL return my money via a CHECK versus a deposit, which I found really strange. I requested a deposit back to my Chime account, but they pushed for a Check. I requested to change my address since I no longer lived at the address they have on file, hence I would not have access to deposit the returned check. They stated that I had to go to a branch to change my address, I also found this strange. I then sternly requested to change my address while on the phone with them, the lady stated that they would put me on hold, but they actually HUNG UP. Things got stranger from here….. March 22, 2023 at 9:44am: I called back AGAIN since the previous woman hung up on me. This rep told me that there is NO RECORD of the attempted $361.93 deposit from Chime into my closed Old National Bank account. How is that possible if the lady before said that my money would be returned to me via a check? If there is no record of this attempted transaction, then shouldn’t it has been returned to my Chime account? I was furious. He was of no help and claimed that I did not attempt this transaction and asked how I could’ve even attempted to do so. I told him that my Old National Bank account was still linked to my Chime so I could easily transfer money from one to another. He then inquired to confirm my bank account, I gave him the last 4 digits. My money was literally stolen by Old National Bank. March 27, 2023 at 3:54pm: I called to request bank statements hoping for proof of whether or not the $361.93 was deposited into my account. The March Bank Statement that goes up to March 22, 2023 transactions PROVES that there is NO RECORD of $361.93 deposit….so where is it as it was NOT returned to my Chime account?? March 27, 2023 at 4:11pm: I called Chime as I noticed that my dispute was closed. I asked my it was closed and Chime stated that Old National Bank CONFIRMED that they received the $361.93….however there is no proof in my bank statement and the previous rep literally told me that they did NOT receive the funds…clearly they stole my money. I then REOPENED my dispute with Chime so they can further investigate and get proof that Old National Bank received my money. March 28, 2023: Once again, I called Old National Bank and calmly discussed the situation. The rep transferred me to Collections and once I explained the situation, the Collections rep said that “*****” or a “*****” was busy and would return my call. It is now March 30, 2023 as I type this and I have to receive a call back. Description of the resolution you seek: my money returned to my Chime account. Pertinent documentation attached: Old National Bank January - March Bank Statements, Account on Hold Screenshot, Phone Records, and Chime Transaction Screenshot, Chime Dispute Email, and Property Management Correspondence

  

  Business Response

  Date: 04/03/2023

  It is our
  understanding that the client contacted our Client Care Team on March 22, 2023.
  The representative from Client Care attempted to transfer the call but
  unfortunately it was disconnected.

  
  Upon review of
  the checking account ending in ****, Old National Bank did receive a credit of
  $361.93 on March 20, 2023. We issued a cashier’s check for $298.41 as an
  overpayment and it was mailed on March 24, 2023.

  
  The charge off
  balance of $63.52 was subtracted from the credit of $361.93, which explains the
  cashier’s check being issued in the amount of $298.41.

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a auto loan with old national bank I paid off my loan early. The title was to follow The title of the car is what I am complaining about when I Received the title the title look like it was a forge title. It showed check marks, Percentage sign, Torn at the top of the title from another page, account number, and it looks as if I might have printed off of my printer it looked Like a bad printed up document. I asked for a new title that had no marks on it and my correct address And no mistakes on it, and certainly not my account number. The bank told me to take it to the DMV like it was erase all the checks and the account number. What about the wrong address and what about the percentage sign that was typed print in the address?

  

  Business Response

  Date: 03/24/2023

  When Old National Bank Loan Operations
  receives a title in the mail, they verify that the borrower’s name and vehicle
  information match our system by placing checkmarks and writing the loan number
  on the title, all completed in pencil. When the loan is paid in full, we sign
  off on the title to release our lien but normally do not erase the pencil
  markings. This is a routine process for our Loan Operations Team and the pencil
  markings can always be erased, once received by the borrower. We do not
  scribble on titles and only follow our standard operating procedures for
  verification and filing purposes.
  
  The title is then mailed to the borrower,
  who is responsible for taking the title to the BMV to obtain a new title with a
  clear lien holder. In the case of *********, we also tear off the top
  perforated section which we also sign our release and this is mailed directly
  to the State of ********* showing our release.
  
  We have never had a situation where a BMV
  or State rejected our release due to the pencil markings. The address appearing
  on the title is the address in which the dealership completed with the title
  application. However, the borrower can have the address updated at the same
  time they order a new title without our lien.
  
  We have already sent the top release section
  to the State, who has not rejected our release. This is the same process for every
  borrower and title. Nothing is being handled differently with this loan.  If the borrower does not feel comfortable
  erasing the pencil marks, they can mail the title back to Old National Bank and
  we can erase for her, but she will remain responsible for turning her original
  title over to the State to remove our lien and for updating her address.

  Customer Answer

  Date: 03/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Old national Bank rejected my request for a new title it has not my new address on it.  I do not live in ********* anymore and for me to take it to DMV in ********* I live in ***** ********. The title should have my new address on it and if they look very carefully at this title it has a percentage sign in front of my address which looks like I just forged a title and the percentage sign on it is not pencil it is typewrited.
  
  
  
  Sincerely,
  
  
  
  ***** *****