Complaints

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

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• 

  Academy Bank, N.A.

  1111 Main St Ste 202 Kansas City, MO 64105-2114

• 

  Academy Bank, N.A.

  PO Box 26458 Kansas City, MO 64196-6458

• 

  Academy Bank, N.A.

  3022 S Belt Hwy Saint Joseph, MO 64503-1547

• 

  Academy Bank, N.A.

  1000 NE Sam Walton Ln Lees Summit, MO 64086-8426

• 

  Academy Bank, N.A.

  1700 N 291 Hwy Harrisonville, MO 64701-1218

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:05/11/2024

  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.

  In March 2024, I noticed a large charge on my account from ******* *******. I disputed this charge as I never authorized it on my debit card. I only ever authorized the normal payment amount. Academy Bank provided a $589 provisional credit at that time. Today, on May 10th 2024 (two months later) they took back the credit, causing an overdraft and without any notification despite this still being an unauthorized transaction.

  Business Response

  Date: 05/14/2024

  Concerns that you
  have raised:
  
  You state you filed a dispute on a debit card transaction in the amount of $598.73 to ******* ******* in March of 2024 because you never authorized it to be debited using your debit card. You did however authorize smaller payments on a scheduled basis as agreed to at the time the loan was obtained. The Bank provided you with a credit at the time the dispute was filed.
  You further state in May of 2024 the credit was reversed back out of your account two months later despite your claiming the transaction is unauthorized, with no advance notice to you causing your account to be overdrawn.
  You are requesting that the $598.73 be credited back to your account.
  
  Research into the
  matter reveals the following:
  
  Our records indicate that ******* ******* debited your account using your debit card for $598.73 on March 21, 2024. On the same day, you submitted a dispute form to the Bank stating that you did not authorize the transaction. In your complaint form, you mention that you did authorize the merchant to debit your account but not with your debit card and not for the amount that was debited.
  On May 10, 2024 the merchant provided documentation showing that at the time the loan was obtained, you did agree for payments to be taken using the debit card. They also provided evidence that you had approved the payment for $589.73 through their online portal. A copy of the documents is included with this response.  Since there was no error, the provisional credit that had been provided while the investigation was completed was reversed back out of your account. As per the disclosure at the top of the dispute form which you signed and submitted, it states that the Bank has up to 90 days to complete the research for your claim and the provisional credit was reversed within that timeframe. The Bank is not required to notify you prior to the reversal of provisional credit.
  The dispute denial stands and no credit for the above mentioned dispute will be provided.

  Business Response

  Date: 05/20/2024

  Concerns that you
  have raised:
  
  You have rejected the original response submitted to the Bank on May 14, 2024 because you claim that the documents provided by the merchant do not show authorization for a bulk payment, only the agreement for the small monthly payments.
  You also state you don’t understand or agree with the merchant’s claim that you requested the payment through their portal system. You also claim that when you contacted them regarding the charge, they told you to contact the Bank and dispute it.
  You further state you contacted the Bank to request the account be closed to prevent it from going any further into the negative and your request was refused.
  
  Research into the
  matter reveals the following:
  
  While we understand your frustration with the reversal of the provisional credit and the denial of your dispute, the merchant has provided clear and sufficient evidence that the transaction is not fraudulent.  The proof of this was included with the original response and titled “Hunt merchant documents”.
  If you have further questions regarding the transaction or the receipt included with the above-mentioned documents, you will need to contact ******* *******. The Bank would have no way of knowing if the merchant instructed you to dispute the transaction and then provide evidence that the transaction was not fraudulent when presented with the dispute.
  Per your request, the account was closed on May, 16 2024 to prevent the account from going any further negative.

  Customer Answer

  Date: 05/20/2024

  
  
  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:04/12/2024

  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.

  On 4/11/2024 I deposited a cashiers check from my grandmother. This deposit was for infusions for my husband that he desperately needs. The check was a certified cashiers check. I do not have any local branches of the bank to go into so I have to deposit everything using the mobile app. The check showed approved & available 4/11. On 4/12 I checked my account. It showed overdrawn. They never notified me of a hold. My account says it was available yesterday but now it is not. They took the deposit & placed a hold on it after posting it & made my account negative. I can only guess they’re attempting to charge me overdraft fees. I called the bank immediately however, they were closed. I waited until they opened. It took me 30 minutes to get through all these questions they asked me. This is very strange as well. They’ve never asked me 30 minutes of questions to access my own accounts. I answered, no problem. Only to be told they placed a hold on my account! I do not have any notifications of a hold & my account even shows it was AVAILABLE yesterday but not today. I I just need my money credited so I can pay the bill at the Florida cancer center so that my husband can get his infusion treatment that he needs. I understand that deposits are subject to holds however, it was deposited yesterday & they did not give me any notice of a hold. This seems to me like fraud. Why show it as available then take it back without notice? I have had this same account since it was southern commerce. I opened it in April of 2012. I have never had an issue with my account. I always keep my account in good standing. To have them take my deposit and place on hold AFTER the fact & without notice will now cause me to not be able to get the infusion we have managed to get the appointment for. Because someone just randomly decided to play games with my account? My husbands life is at stake here! I need my money released so I can get him his treatment.
  Thank you, ******** *********

  Customer Answer

  Date: 04/16/2024

  Yes, I would say she resolved it. I tried resolving it with multiple people prior to sending the complaint. I even waited to send it until ***** returned my call. Once I submitted their survey, it went to the executive department. They apologized & said I never should have had to escalate it. I’ve never had a returned check and have had my accounts since 2012. I did tell her that I had filed the complaints. She said she understood why & was going to pull my phone calls to use as training to prevent this from happening in the future. I spoke to *****. She also told me to retain her number & extension in case I ever need her in the future. I feel that she handled it quickly & efficiently. 

  Thank you for your help as well. 

  *** 

  
  

• Initial Complaint

  Date:03/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A gift card was purchased and given to me by my daughter. Upon opening it the last four digits of the credit card number are scratched off.

  Business Response

  Date: 03/25/2024

  Concerns that you
  have raised:
  
  You state you received a $150 gift card however you are unable to use it as the last four digits of the card number are scratched off.
  You are requesting a replacement gift card.
  
  Research into the
  matter reveals the following:
  
  As per our phone conversation this morning, the gift card you are referencing is a Vanilla Gift Card which Academy Bank does not sell. You stated you will get back in touch with the BBB, cancel this complaint and file a new one under the proper company.

  Customer Answer

  Date: 04/01/2024

  This is a Vanilla Visa gift card that is issued through Pathward, N.A. and is distributed and serviced by InComm Financial Services, Inc.  

• Initial Complaint

  Date:03/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid off my charge off at Academy Bank & they gave me my old account. They didn’t report me to *********** but they did without reporting that I paid in full. I’m closing my accounts soon.

  Business Response

  Date: 03/12/2024

  Concerns that you
  have raised:
  
  You state you paid your charged off account balance with the Bank and your old account number was reopened.
  You further state your charge off was reported to **** ******* however, it was not reported that the balance owed was paid in full.
  You are requesting a refund for the charged off balance in the amount of $99.
  
  Research into the
  matter reveals the following:
  
  Our records indicate that your account was charged off September 2, 2021 with a balance owed of $98.05. The balance owed was paid in full on February 8, 2024 and the account reopened. A copy of your statement reflecting these things is included for your review.
  The account was reported to **** ******s when it initially charged off and the request was sent to reflect the account being reported as paid in full on February 9, 2024.
  The amount owed for the charge off was legitimate and will not be refunded to you.

• Initial Complaint

  Date:02/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I thought our credit card (opened 2013, closed 2018) was paid in full before moving from AZ to TX then after a while to MO. Received a letter in from academy stating we owed $14.50. Paid the amount due but credit report still shows "collection account" "30 days late in last 30 days" 60 days late in last 60 days". It was paid in 2019 so it's impossible to have been late since amount was paid in 2019. I left my onfo woth a receptionist who said someone would contact but of course they didn't. It'a a shame you ruin someone's credit for over 7 years over $14.50 that was paid after we were made aware of it. Please remove this paid collection. Also let them know that I haven't been late since 2018 so the 30, 60 days late from 2024 are inaccurate. Please stop ruining my credit for this paid account.

  Business Response

  Date: 02/28/2024

  Concerns that you
  have raised:
  
  You state you had a credit card account with Academy Bank that you thought had been paid off in 2018 before moving however, you received a letter from the Bank stating you had a $14.50 balance owed which you paid after receiving the letter. Despite the fact it has been paid in full, your credit reporting still shows “collection account”.
  You further state your credit report shows 30 days late in the last 30 days and 60 days late in the last 60 days even though the account was paid off in 2019.
  You are requesting that the collection account be removed from your credit report along with all other inaccurate reporting.
  
  Research into the
  matter reveals the following:
  
  Our records indicate you had a credit card account with the Bank that charged off due to nonpayment in 2017 in the amount of $15.06. The delinquency began in September of 2017 and the account charged off in November of 2017. The charged off balance was paid in full in February of 2018.
  The Bank has received, and responded to timely, numerous credit bureau disputes. The most recent dispute and response are included with this letter. Your statement regarding delinquency after February of 2018 is inaccurate as is shown in the dispute form.
  The reporting being provided to the credit bureaus is accurate and will not be removed. The reporting for the charge off will fall off seven years from the date of the delinquencies and final payment.

  Customer Answer

  Date: 02/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ******** and myfico credit reports show (as you can see that I have a CO in Nov 2019 from you and also I didn't get a copy but another report agency shows a CO in Feb 2021). This account was paid well before 2019 it still shows up as a charge off after the account was paid is incorrect reporting. Since you won’t work with the BBBI will file a complaint with the consumer finance bureau. You are a terrible company that lets a paid $15.00 account ruin someons credit. You only addressed 1 credit report not all 3. I should have never tried to do what’s right and paid this when I was made aware of it and let you write off the $15. Are you going to correct the CO incorrect listing???

   

  
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 03/04/2024

  Concerns that you
  have raised:
  
  You have rejected the Bank’s response because you state your Fico and ******** credit reports show the account was charged off in November of 2019 and February of 2021 even though the charge off was paid in 2018.
  You feel that because the charge off was paid, it should no longer show on your credit reports thus you feel the reporting of a paid charge off is incorrect.
  You are requesting the paid charge off be removed from your credit reporting.
  
  Research into the
  matter reveals the following:
  
  Our records indicate that you have filed the following credit bureau disputes: ******** on February 2, 2021, Equifax on January 10, 2024 and TransUnion on January 11, 2024. The response to each of them was verified as paid charge off, which is correct. The Bank has reported nothing other than the delinquencies in September and October of 2017 that led to the charge off and the paid charge off in February of 2018.
  While we understand that you feel the paid charge off should be removed from your credit reporting, it is accurate. The account was charged off and was paid on February 4, 2018.
  As previously stated, the reporting of the delinquencies, charge off and paid charge off are correct and will fall off of your reporting seven years from the date they were reported and will not be removed prior to that.

• Initial Complaint

  Date:12/15/2023

  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 placed an online order for an item on 12/05/23 ona website that looked legit. They sent me a confirmation, but then nothing else. I waited 3 days (their website said it would ship within 48 hrs), and on the 8th I filled out a firm to inquire about my order. No response. I waited an additional fee days, and on the 11th, I called academy bank to report a scan and to ask to file a dispute. I did this on the 11th, and the employee ***** ****** sent a response saying she didn't understand the firm and asked me to clarify. This was way at the end of business on that date. I responded as requested, leaving a very detailed account of what happened. Once again, way after close of business on the 13th she responded to me stating the same thing, that she didn't understand, and to leave a detailed explanation. This employee is obviously trying not to dispute this payment for me, and is acting like she is throwing a tantrum and not helping me. I will have lost my money now for a Christmas present, and now will force me to close my accounts since I can't count on my bank to protect me when I need help. I just want my charge disputed. That's all.

  Business Response

  Date: 12/19/2023

  Concerns that you
  have raised:
  
  You state you made an online purchase on December 5, 2023 in the amount of $246.74 with a merchant that appeared to be legitimate. Upon placing the order, you were sent a confirmation email and told that your item would ship within 48 hours. When you had not received the merchandise in the promised timeframe, you went to the website and reported that you had not received your item and waited a few additional days but did not receive a response or your item.
  On December 11th, you contacted the Bank to report the scam and to file a dispute on the transaction. You received two separate emails from the Bank’s dispute department requesting more information which you provided however, as of the date this complaint was filed the dispute had not been started and the funds have not been credited to your account.
  You are requesting that the dispute be filed and the funds for the disputed transaction be credited to your account.
  
  Research into the
  matter reveals the following:
  
  Our records indicate that the dispute was received on December 12, 2023, however the form was not filled out completely and information pertinent to the dispute was not included. The Bank’s dispute team sent two separate emails to you to obtain the necessary information to start your dispute which was done on December 14th.
  You were provided with provisional credit in the amount of $246.74 on December 18th along with a $20 overdraft fee refund. I have included a copy of your statement showing these credits along with the dispute response letter for your review.
  We sincerely apologize for any inconvenience this situation may have caused.

  Customer Answer

  Date: 12/19/2023

  Academy bank has since contacted me regarding this issue, and has resolved the issue to my satisfaction. I wish to close the complaint.  Thank you.

• Initial Complaint

  Date:06/09/2023

  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.

  acadamy bank scamed me by suggesting selling me on a rollover account when i was opening my savings and checking account. when i went to cash out my savings account i was told i had no savings that i had confused my savings with the rollover account. wich was to round off my visa purchases to the nearest dollar wich would cumulate in a savings that was attached to my checking visa .
  the ammount in my savings was 7,500 dollars. my savings was essentially my payroll deposit account.
  the bank i used was located in the ******** in englewood colorado. there is an asian hispanic gal that works there. she opened the two ACCOUNTS savings and checking then suggestive sold me on the rollover attached to my checking wich i sighned a third contract for. i was working for ***** *** **** ** *********

  Business Response

  Date: 06/20/2023

  Concerns that you
  have raised:
  
  You state the Bank scammed you into opening a rollover account which would round the purchases made with your debit card up to the nearest dollar and deposit the funds into your savings account.
  When you went to close out your savings account which you state had $7,500 in it, you were told that you had no savings account.
  You are requesting that the funds from the above-mentioned savings account be refunded to you.
  
  
  Research into the
  matter reveals the following:
  
  Upon receipt of this complaint, research was attempted using the identifying information provided in the complaint.
  We are unable to locate any accounts in your name or with the address provided. We also contacted the phone number provided and it does not belong to you. Emails were also sent to the email address listed on your complaint however, no responses were received.
  Should you wish to have further research completed, please contact Academy Bank Client Relations at the email or phone number listed below and we will be happy to attempt to locate the accounts you have mentioned.

• Initial Complaint

  Date:06/06/2023

  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.

  Academy Bank informed me that I was supposed to be charged 1 to 3 fees on top of the ATM fee for every withdraw. I have banked with them for over 15 years, and have never had these fees. I was told by two Academy Banks in Pueblo, CO that these fees were simply because my account was so old. They told me my only option, was to close my account and open another account that I'd have to pay a monthly fee for. I was told I can be refunded all the fees due to my account being too old. I don't understand why they would start charging me all kinds of extra fees, simply because my account is old. Academy Bank has been slowly taking my VA money that i depend on, from me.the two employees I spoke with, werent very polite or patient, one recomended I change banks. This is completely unprofessional and a crime.

  Business Response

  Date: 06/14/2023

  Concerns that you
  have raised:
  
  You state you have banked with Academy for 15 years and suddenly have started to be assessed numerous ATM fees that were not charged in the past.
  You further state when you contacted the Bank regarding the fees you were told that it was because your account was an old account type and to resolve your issues with the ATM fees, you would need to close your current account and open a new one which had a monthly service charge which you did not want to do. The branch associate also refused to refund the fees that you had been assessed.
  You are requesting that the ATM charges assessed to your account be refunded.
  
  Research into the
  matter reveals the following:
  
  Our records indicate that you had a Freedom checking account with Academy Bank that was opened in June of 2013. The ATM fees that you are referring to are assessed when you use an ATM that is not owned by the Bank. These fees have been applied to your account since it was opened.
  The account type that was suggested to you by the branch associate was a Select Rewards checking account. While this account does have a monthly service charge of $6.00, it includes access to the Moneypass network of ATMs. When using any ATM that bears the Moneypass logo, there are no ATM fees assessed to you. The associate was suggesting this account type to alleviate the ATM fees that you were referring to.
  Our records also indicate that your account was closed on June 14, 2023 at the branch per your request.

  Customer Answer

  Date: 06/16/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: there never used to be multiple charges for one ATM Withdaw when I opened my account. If there were changes to my fees, and the amount of them, I should have been notified. I feel like I was bullied out of my account because it was offered to me free for "appreciation of my service". I feel like the bank no longer wanted to offer a free account and bullied me with allowing these fees. 
  
  
  
  ********
  
  ******* ********

• Initial Complaint

  Date:05/22/2023

  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.

  On Saturday May 20, 2023 I went into the Academy Branch at **** ***** ****** ***** ******** ******** ** 80915 at 11:40am. I waited in line for about 10 minutes, a young lady called me up and I said I'd like to order/exchange foreign currency for a trip I have coming up. I checked before hand on the website and the website said "Visit your local branch to exchange foreign currency." The young lady stated they don't do that. I explained the website says they do. She again said no they do not. The young lady did not have a name tag on so I don't know her name (pretty sure it's policy for employees to wear name tags). So either she was lying to me or the website is lying to me. She instructed me to go to ***** ****** I do not have any accounts at ***** ******

  Business Response

  Date: 05/31/2023

  Concerns that you
  have raised:
  
  You state you looked on Academy Bank’s website and it says to visit your local branch to exchange foreign currency. When you went into your local branch to do so, the associate who assisted you stated that the Bank does not provide that service and instructed you to go to Wells Fargo however, you do not have an account at that bank.
  You are requesting that if the website is inaccurate, it be corrected or, if the associate was incorrect, she be coached.
  
  Research into the
  matter reveals the following:
  
  Academy Bank branches do in fact provide services to exchange foreign currency as the website states.
  The associate has been coached along with the other associates at the branch on how to assist clients when requests to exchange foreign currency.
  Should you still need assistance in getting this taken care of, please go back into your local branch and they will be happy to complete this service for you.
  We sincerely apologize for any inconvenience this situation may have caused.

• Initial Complaint

  Date:05/02/2023

  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 have been banking with Academy bank since 2009. I remained a customer even though they removed all of their banks out of the state of FL. Which made access to my money much harder due to no ATM locations I was being charged several fees just to get my own money, cash a check, or deposit checks. I still can't deposit cash! And now I'm bring charged for the banks errors! I had set up my accts so if I didn't have funds available in my checking it would be deducted from my savings. I was charged a lot of overdraft fees after having that set up so I called the bank the lady said she could only refund me $40/yr. Yet the fees were almost $200! She seen I indeed had it set to come out of the savings but She said she would make sure my acct was set up how I had originally set it so I wouldn't get any more overdraft fees. Yet again I check my account and I'm charged overdraft fees atleast $60 the "manager" checked said my acct wasn't set up to take from my savings and the other representative had done it wrong so she supposedly set it but she did see that I called prior about this same issue yet she was unable to refund me anything. It was out of her hands she gave me a contact email to someone who can fix this issue however no one has responded back. I just want to be refunded all the fees that I've been charged the last few months that I shouldn't have been charged beings I correctly set up my account to avoid those same fees!

  Business Response

  Date: 05/16/2023

  Concerns that you
  have raised:
  
  You state you contacted the Bank more than once to request that funds from your savings account be transferred automatically to your checking account if there is an overdrawn balance to avoid overdraft fees. This request was not properly fulfilled resulting in your account being assessed numerous fees.
  You further state when you noticed that the funds were not being transferred automatically, you called the Customer Care Center and were told that only $40.00 could be refunded even though you had been charged over $200 in overdraft fees due to a bank error.
  You are requesting the automatic transfer for overdraft be set up as you have requested and the overdraft fees that were assessed be refunded to you.
  
  Research into the
  matter reveals the following:
  
  Upon receipt of this complaint all calls made to the Customer Care Center were reviewed. It was found that on January 17, 2023 you originally made the request to set up the overdraft sweep from your savings. On March 9, 2023 you contacted the Customer Care Center again because the funds were not being automatically transferred as you had previously requested resulting in overdraft fees being assessed. The agent stated she could refund only $40 of the fees that had been assessed and that she would make sure the overdraft sweep was set up. Unfortunately, the associate did not set up the requested transfer resulting in more fees being assessed. On April 10, 2023 you contacted the Customer Care Center for a third time because the transfer had not been set up and you were charged more fees. The associate set the transfer properly on this date and the overdraft sweep has worked properly since that date. Coaching was provided to the two associates who did not properly fulfill your request so that future issues such as this will not occur.
  Due to the associate errors that occurred, all of the overdraft fees that were assessed since January 17, 2023 totaling $240 have been refunded to your account.
  We sincerely apologize for any inconvenience this situation has caused.