Complaints

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

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  Old National Bank

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

  
• 

  Old National Bank

  1111 Chestnut Hills Parkway Fort Wayne, IN 46814-8934

• 

  Old National Bank

  116 East Berry Street Fort Wayne, IN 46802-2487

• 

  Old National Bank

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

• 

  Old National Bank

  320 N Main St Elkhart, IN 46516-3033

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/28/2022

  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.

  Mobile banking is not working. The check deposit picture function does not work. I called customer service, waited for 45 minutes. Finally got a person and she told me it was an issue with the iPhone. That I need to turn the phone/rotate to ensure the picture may be taken. I was already doing this and then she started screaming at someone in her house. Then, she put me back on hold.
  
  I asked about this again once she got on the call and is there a timeline for the fix from Old National and then she was silent.
  

  

  Business Response

  Date: 12/13/2022

  Business Response
  Old National Bank is aware of the current issues impacting remote deposit through the App when using iPhones. There has been a temporary work around where you can rotate the screen 180 degrees, then capture the picture. The words around the camera image appear upside down but the photo should work.
  
  The ONB Digital Team advised that an update to the App is rolling out on 12/13/22 to help address this known issue.
  
  ONB wants to apologize for the client's wait time when calling Client Care and the customer service received. This situation has been shared with Client Care Management for review and appropriate coaching.
  
  Consumer Response
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The temp fix does not work. But I will see if the new APP rollout fixes the issue.

• Initial Complaint

  Date:11/23/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to close my HSA account on 10/24/22. Account # XXXXXXXXXX, amount $702.08. Old national emailed me a form to take account off dormant (I had this account through work and retired in 2020, so had not used) I filled out had notarized and emailed back. They than emailed form to close account, again i filled out had notarized and emailed back. I had not heard anything so call today to find out why i had not received the money. I was told they no longer have the money and they had sent it to UNB bank. I do not have an account with this bank. I was given a customer care number for the bank from Old National. I had to call Old National back 3 times to get a working number, however i simply get and answering system that puts me in line for someone to call me back. This was a 50 minute wait and after 2 hours, i called again and told 48 minute wait. I simply want to close account and get my money back

  

  Business Response

  Date: 01/02/2023

  Business Response
  ******'s HSA account ending in **** was divested to UMB Bank on 11/18/2022. Old National Bank transferred its entire HSA portfolio to UMB. The announcement was made in June and communicated to clients that UMB Bank would acquire Old National's HSA business, known as The HSA Authority.
  
  The UMB customer service phone number is X-XXX-XXX-XXXX. There is also a transition website available at https://more.umb.com/hsaauthority. Since the account transition occurred on 11/18/2022, any account inquiries at this point will need to be made through UMB Bank. Old National Bank no longer has access to the account.
  
  Consumer Response
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Company failed to respond to the fact that I had requested the account be closed. I did track down my money and have received it

• Initial Complaint

  Date:11/18/2022

  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.

  Account Number : XXXXXXXXXX
  Old National has continue to steer me in the wrong direction after I realize my account was being took over for thousands of dollars . After numerous calls everyday I found my self in the branch right after the call . Since there was no fraud on my debit card but instead my ACH it's been very difficult to receive my funds back . My account is negative $595.57 because I continue to get daily overdraft fees after when I first found out about this someone help me get 3 of the overdraft fees waived but not the other 3 . Till this day 11/18 I have still occurred 4 more fees after I took care of this situation in also been waived some of the fees . Over 20 Days have pass in I have not been issued one cent of my funds back . Holidays are coming ahead in we are kind of very out of luck but to come here . All the charges I will list them below . Thanks BBB
  ******** ***** IL
  300 oct 17
  1000 oct 19
  200 oct 21
  300 oct 21
  1000 oct 21
  100 oct 24
  1000 oct 24
  500 oct 27
  1000 oct 28
  1000 oct 31
  1000 oct 31
  1000 oct 31
  1000 oct 31
  1000 nov 1

  

  Business Response

  Date: 01/02/2023

  Business Response
  The client's checking account was charged the following unauthorized amounts from the merchant ******** ****** 10/17/2022 - $100.00 and $300.00; 10/19/2022 - $1,000.00; 10/21/2022 - $200.00, $300.00, and $1,000.00; 10/24/2022 - $100.00 and $1,000.00; 10/27/2022 - $500.00; 10/28/2022 - $1,000.00; 10/31/2022 - 4 X $1,000.00; and 11/01/2022 - 4 X $1,000.00.
  
  On 11/02/2022, 3 X $1,000.00 items initiated on 11/01/2022 were returned and credited back to the client's checking account due to insufficient funds. The checking account was assessed 3 X $36.00 Returned Item NSF/OD fees. The 3 X $36.00 fees were refunded and credited to the checking account on 11/07/2022. The remaining $1,000.00 item initiated on 11/01/2022 was paid and a $36.00 Paid Item NSF/OD fee was assessed.
  
  On 11/02/2022, an unauthorized ACH debit dispute was filed for the remaining ******** ***** charges for a total of $10,500.00. On 11/23/2022, The unauthorized ACH debit dispute was refiled to expedite the process.
  
  Due to the negative account balance, the checking account was assessed 10 X $7.00 daily OD fees from 11/09/2022 to 11/23/2022.
  
  On 11/25/2022, the account was credited for the unauthorized charges of the following amounts: $100.00, $100.00, $200.00, $300.00, $300.00, $500.00, $1,000.00, $1,000.00, $1,000.00, $1,000.00, $1,000.00, $1,000.00, $1,000.00, $1,000.00 and $1,000.00. The credits total the amount of $10,500.00.
  
  On 12/09/2022, ****** ***** the Banking Center Manager reached out to the client to confirm a check for the non-refunded fees is being mailed to the address on file which matches the address in the complaint. A check is being mailed due to the account being closed on 11/29/2022. The non-refunded fees were one $36.00 NSF/OD fee and 10 X $7.00 daily OD fees for a total of $106.00. Old National Bank apologizes for any inconvenience the client experienced during this matter.

• Initial Complaint

  Date:11/12/2022

  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.

  A couple weeks after I opened my account, Old National flagged it for fraud when I tried transferring money into another of my accounts. In theory, I think it is good they are monitoring transactions for fraudulent activity, but three phone calls and three visits to the bank later and the freeze has still not been lifted. They always give me the run-around. They say only the fraud department can fix this, but the fraud dept and managers don't work on Saturdays, which is when I have time to go to the bank. They are understaffed and disorganized and each visit takes hours. Now I find out the account has been closed without my knowledge yet there is still a balance, which they won't issue to me. All they can do is "promise" they will call on Monday.
  

  

  Business Response

  Date: 12/16/2022

  Business Response
  On 09/02/2022, Old National Bank (ONB) established a new relationship with ******* ****** ******* ********* when an account was opened. On 10/04/2022, an unusual transaction that was initiated through online banking was alerted within the security department. On 10/04/2022, the account was closed to debit postings as an abundance of caution. Corporate Security asked the relationship manager to reach out to the client to better understand the transaction and ensure the client's account had not been compromised.
  On 10/19/2022, the account was closed to debit and credit postings pending investigation.
  On 11/12/2022, the client explained to the relationship manager that the transaction which appeared unusual on 10/04/2022 was initiated by the authorized signer to an account held at **** **** Bank, a subsidiary of ******* ********* Bank. On 11/16/2022, Corporate Security opened the account to debit and credit postings and the account was fully functioning, based on the information obtained from the client.
  The account has remained opened since 11/16/2022 and the relationship continues.

• Initial Complaint

  Date:11/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I will be the first one to admit that I have bounced a check or two in my time but the fees that old national charges have cost me more money than I have actually earned. The last time before they closed my account they charged me with over $400 in bank fees making it impossible to catch up, resulting in them closing my account. They made me wait almost 3 weeks for a 10,000 deposit in June/July without a good reason. I reached out to the bank manager **** ******* via email several times with no reply (******** Illinois),the hold caused me to lose out on a home I was trying to purchase, extra late fees in my rent and my utilities being shut off. After they closed my account, my federal taxes were sent to them from 2020 in the amount of $2330.00, deposited on 10/26/2022 which they took their fees from and said they sent it out to me on 10/28/22 via certified check. It is now 11/07/22 and I have yet to recieve the check, causing my rent and utilities to once again be charged late fees and disconnect notices. I have called the collections department and was told it was sent out but mabey it had fallen behind a desk or something and I could cancel it and wait another 90 days for a reissue. I asked if they had tracking information and was told they do not. I have had nothing but problems with this bank since I started using them in 2019, only keeping my account open because I was waiting for my 2020 taxes to hit. ( there was an extended delay and no way to change where the money was sent).

  

  Business Response

  Date: 12/13/2022

  Business Response
  On 11/01/2022, Old National Bank mailed the refund check to the client's home address on file. Our records indicate the refund check was processed by the client on 11/14/2022.
  
  Consumer Response
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi was told on three seperate occasions that it was sent out on 10/28. Tour now stating it was sent out on 11/01. I asked if you had access to a tracking number, I was told no. When The check finally got here, the post mark clearly said it was mailed on 11/10...9 days after you are now saying, twelve days after I was told initially. This caused me financial hardship including late rental fees and the forfeiture of my ****** account agreement.
  
  Business Response
  Old National Bank considers this matter closed, with no further information to provide.

• Initial Complaint

  Date:11/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since the merger with First Midwest, I as a customer of First Midwest have had issue after issue, The latest is my checks ordered at the request of the new Old National Bank owners and sent out via a letter has never been processed, though the website shows it was processed and shipped with zero information, I ordered and received confirmation of that order in mid JULY. Checks never showed up and trying to get a CS person on the phone is impossible. I have tried multiple times and after 30 minutes I have to give up each time. I want my checks I ordered at zero cost delivered. The fact I have to go to the BBB to get someone to act is incredibly ridiculous.
  

  

  Business Response

  Date: 12/05/2022

  Business Response
  Old National Bank apologizes for any inconvenience the client experienced as a result of our system conversion with First Midwest Bank. On 11/04/2022, Mr. ******* spoke with a Client Care Representative. The bank team member placed a check order with our vendor, ******* ******* at no cost to the client and to be delivered to Mr. *******'s home address.
  On 11/15/2022, ***** ******* Community Banking Center Manager, contacted Mr. *******. ****** placed another check order that day with rush shipping to the banking center at no cost to the client.
  On 11/17/2022, ****** attempted contact to verify if Mr. ******* had received the checks ordered on 11/4/2022. There was no contact made but a voice mail message was left.
  On 11/18/2022, the checks ordered on 11/15/2022 arrived at the banking center. ****** tried to reach the client on 11/18/2022 and 11/21/2022 to inform him the checks had arrived. There was no contact made on either day, but voice mail messages were left.
  Mr. ******* may reach out to ***** ****** at XXX-XXX-XXXX or ************@oldnational.com, if further assistance is needed.
  Again, the Bank apologizes for any inconvenience the client has experienced and we value his feedback.

• Initial Complaint

  Date:10/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a statement for 2 months where the bank charged fees of a total of $8
  In February, the man who kept this account open for me, assured me that if I left $200 in
  the account, I would be safe from any fees.
  I had withdrawn approx. $50,000
  I find it reprehensible, that this bank doesn't give a penny interest, and has the nerve to deduct
  $4 a month as a fee.
  I feel sorry for the poor.
  I want the $8 back.
  

  

  Business Response

  Date: 11/04/2022

  Business Response
  The savings account ending in **** was closed on 10/17/2022 at the ********* Banking Center. The account was assessed a $4.00 service fee on 08/31/2022 and another $4.00 service fee on 09/30/2022, due to not maintaining the daily minimum balance requirement of $300.00 for the Basic Savings product type.
  
  Community Market Manager ****** ****** spoke with the client during the week of 10/17/2022 and explained that although the savings account had already been closed, as a courtesy the bank would reimburse the client for the $8.00 in service fees. ****** confirmed that a check was mailed to the client on 10/19/2022.

• Initial Complaint

  Date:10/15/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A personal loan originated via another bank (1st Midwest) in November 2020. Old Nat'l bought 1st Midwest and assumed the loan in July 2022. My automatic payment of $608.22 was drafted from my bank, as it has been every month since 11/2020, on 07/14/2022 and Old Nat'l credited my loan account on 07/15/2022. However, Old National posted a "Payment Reversed" on my loan account on 07/27/2022. I was not aware of this until I received the first of many late notices via USPS stating the account was "past due."
  However, no such "Payment Reversal" was sent back to me. I had much more than enough cash in the bank to cover the payment and no funds were returned to me. I PROVED to Old National that the "Reversal" was an error on their part by providing four months of my bank statements AND trace numbers from my own bank for each payment from July - Sept 2022. Even though this is intuitively obvious, Old National has no explanation for this, has offered no solution, and is now charging late fees even though no payments have been missed.
  I have called three different departments a total of 13 times and emailed four times with confirming detailed PDF attachments that they asked for. Still nothing.
  I am extremely worried this is going to result in a negative report to my credit bureaus.
  

  

  Business Response

  Date: 10/27/2022

  Business Response
  During the merger process between First Midwest Bank and Old National Bank, an issue occurred with the processing of Mr. ******'s payment for the loan ending in ***** The processing issue resulted in the July loan payment being reversed.
  
  After additional research, it was determined the payment reversal occurred in error. Old National has reapplied the original payment of $608.22 to the loan effective for 07/14/2022, to ensure no additional interest has accrued on the loan. All late fees assessed since the merger have been waived. In addition, all credit bureau reporting is showing current and in good standing. We thank Mr. ****** for his patience during this remediation process.
  
  The loan is current and showing the next due date of 11/14/2022.
  
  Consumer Response
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Although I am not pleased with Old Nat'l after three months of inaction on their part, I accept that they have taken care of this issue. I do wonder, however, where the cash for the "payment reversal" actually went since it didn't come back to me...
  It does not shine well on the company's service that it took a BBB complaint to even get an answer of ANY kind.
  Thank you, BBB.

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct. 2nd, I called the bank's toll-free number to see how much money I have in my checking account (auto response). It was $979.43. My account before (September) was -$212.57, so they had already taken the money out of my account that morning, which was around 5:00am. I tried to pay my phone bill with my debit card which is attached to my checking account, but my payment did not go through. I tried it about 3 more times and still did not go through. I had another debit card on me, and I activated this one so that I can pay for my stuff for this month (October 2022), and it did fine. Come to find out, I called the bank about this situation and they said they cancelled my old debit card because they suspected fraud from the online clothing that I've been dealing with for a long time. The amount was $60.63, and I asked someone named ****** (supervisor) if this company fully received this payment, and he said yes. That was in the middle of September last month. I told him that I authorized this payment, so it's not fraudulent by the online company I'm dealing with.
  Just today, I requested a new debit card to be mailed to my street address from them (the bank). The girl asked my why I want that to be done. I said if your bank keeps on deleting my debit cards every month when I make purchases on it, I might as well ask for new ones ahead of time before the next month comes around. She then said that she must delete my current debit I have now to receive another one. I told NO, don't delete it. She told me that she won't delete my current debit card in the future. I then told her to have it writing her guarantee on that and send it to my street address. She declined right away. I said if you don't send me that letter I'm going to deal with another bank altogether, which I don't like that. There's a previous bank I did business with (Diamond Valley Federal Credit Union) and I had the same issues with them too. I wish they will not delete my debit cards anymore.

  

  Business Response

  Date: 11/01/2022

  Business Response
  A cancellation debit card dispute was filed for the client on 09/09/2022 for $60.63. The card transaction posted on 09/12/2022 to ************* Dispute notes say that client called the merchant to get the amount refunded and merchant refused. Dispute permanent credit was provided on 09/22/2022 for $60.63.
  
  The debit card ending in **** was shut down with a fraud status due to human error when the dispute was being reviewed by Old National Bank Bankcard Services. This situation has been brought to the attention of a Bankcard Services Supervisor and coaching will be provided to the team member involved to avoid this situation in the future.
  
  Old National Bank would like to apologize to the client for the error. The card should not have been shut down since the dispute was non-fraud. The client can continue using the new debit card ending in *****

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My checking account was compromised by a stolen & bleached check being cashed the result emptied my account & an overdraw of $465.91 & numerous overdraw charges/late penalties most of which have been resolved. Cashed check was $9800 via ***** ******* Bank which was under transition to Old National Bank who is handling the case.It's Believed the theft occurred at the *** ****** Post Office & cashed via a ****** Bank facility.Check mailed aprox. 6/6/22 cashed 6/23/22. The Branch Manager ******* ********* has been helping us with establishing a new account,overdraw charges,& filing an affidavit of fraud to recover our funds.The problem being a 120 day investigation thru the bank before any restitution & no guaranty, leaving us scrambling. It's been 103 days with no updates whatsoever only a "they'll let you know". The Branch Manager has been unable to update the status & due to the transition the Old National help line has been of almost no use. How does any bank cash such a large overdraw without verification first on such an obvious forgery? This is a serious & widespread problem. A neighbor /friend had the same crime done to him using the same post office & drop box, different bank & filled a complaint with the BBB case number IDXXXXXXXX.We've filed a report with our local police dept. #XX-XXXXX as well as the USPS Inspector General 9/10/22 & received a reply on9/12/22 but has been forwarded to another department & no word as of yet.We have just filled a complaint with Old National call center in Evansville,Indiana which will be redirected.The local Branch Manager has tried to help as much as possible however Old National Corporate has left us in a fog. Banks insure account funds & all I'm asking for is the return of the $9334.09 emptied from my account due to what I consider a failure of proper safe guard on the part of the bank.Old National Service line XXX-XXX-XXXX. Local branch #XXX-XXX-XXXX.On line: oldnational.com/firstmidwest.Support documents upon request.

  

  Business Response

  Date: 11/16/2022

  Business Response
  On 06/28/2022, an Affidavit of Check Alteration was submitted to Old National Bank (formerly First ******* Bank) by clients ****** and ****** *******. The affidavit stated that check number **** drawn on checking account number ending in **** was originally written for $629.66 and made payable to Sears. When the check was presented for payment, the amount had been altered to $9,800.00 and the payee was changed to ******** *****
  
  Old National Bank submitted a claim for the altered check to *** ****** Bank on 07/08/2022. As of 10/18/2022, *** ****** has not responded to Old National Bank's claim. The claim will be resubmitted with *** ****** by 10/22/2022.
  
  According to Uniform Commercial Code, altered checks are the responsibility of the bank of first deposit. In this case the bank of first deposit is *** ******* Old National Bank will continue to try to collect on this check with *** ****** Bank and notify the clients of any updates as soon as they are received.
  
  Consumer Response
  (The consumer indicated he/she DID NOT accept the response from the business.)
  To date we have had zero communication with the Old National Bank dept. handling this complaint.All communications have been with the Bank Branch manager who has done her part by filing the complaint & claim reports.To my knowledge the Branch Manager has been given very limited information and told repeatedly it is a 120 working day period with this process.Accept for a direct phone call to the Old National home office where a very polite complaint Dept. rep. passed our information on there's been no further contact with Old National.I've not been given any contact information on who is doing the investigation at Old National,no updates whatsoever except for the Branch Manager who called us on 10/19/22 to update us that the Fraud Dept. is handling this & was to call us the following day,I was requesting contact information direct with the investigator on the case & case number assigned to it.To which I was told there is no case number & I would have to call the customer service number to contact Fraud Dept. which of course we had previously done & the info as I said was passed on resulting in communication information in the form of a response to the BBB from Old National Bank.I received no return call,I left a message,& again no return call.So since June 23,2022 I have no direct response from the Old National Fraud Department,no contact information for neither Old National nor *** ****** Bank,no clue as to what branch of ****** the check was cashed at,what is the status of the ****** Bank investigation,and at this point after being after putting our trust in the entities that have been in control of my accounts for nearly 50 years I have nothing but questions unanswered. There most certainly is enough blame to go around as to how this could have happened however the trust & faith I've put in the banking institutions is severely damaged.We're still scrambling around trying to keep up with bills.I understand the process takes time however there is no excuse for the lack of communication.
  
  Business Response
  On 11/03/2022, *** ****** Bank responded to the claim and requested proof of alteration. The client has been contacted and asked to provide a copy of the SEARS invoice/bill for ONB to submit back to *** ******* Banking Center Manager ******* ******** spoke with the client on 11/04/2022 and provided the requested documents to Robinson on 11/07/2022.
  
  Upon receipt from the client, the ONB Fraud Team has submitted the SEARS bill copy to *** ****** Bank. The claim is currently processing with *** ****** Bank.
  
  Consumer Response
  (The consumer indicated he/she ACCEPTED the response from the business.)
  After several months a resolution has been reached.However I believe that future problems such as this can be prevented.Improving identification methods & an increased level of verification security.As is true with most service related industries there is a sacrifice for customers convenience & in this case I believe it's a level of security.The customer at some point has to realize that protections are put into place not only for the benefit of the business but also for the customer. Improved communication with all involved parties would have eased the stress & mental anguish we dealt with.Not to mention the financial burden. Our thanks to the Branch Manager working within the perimeters of her position handled all communications which most certainly aided in the resolution of this dispute.Thank you Old National for stepping up.