Complaints

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:12/04/2023

  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 borrowed money $1,000 from this company which I needed for an emergency and I thought I was almost done paying it but it turns I still owe $1,000 so in 8 months I haven’t paid anything down which is not what I signed up for.

  Business Response

  Date: 12/04/2023

  Thank you for your recent inquiry addressed to Atlas by Bank of Orrick. To ensure the most efficient handling, this correspondence was forwarded to the Atlas customer service team. The team is reaching out to the customer directly to resolve any issues.
  Kind regards,
  Atlas Team

• Initial Complaint

  Date:10/20/2023

  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.

  I got a loan of 1500.00 dollars at the end of August. Since, this company has taken 3 payments from me. The payments were 99.77 each time. September 1, September 15, September 29th. They tried to take another payment on 10/13 but I had placed a stop payment to them. The balance of what I owe fluctuates. I called them and asked them why do they keep going in my account. I told them I am disabled, on a fixed income and I can't afford what they were doing. They told me, I signed a contract. I immediately thought the interest rates must be too high. I shared this information with my daughter because I didn't read the contract. My daughter looked at the reviews and the complaints were astronomical. They even she up at people's houses. I am 62 years old and, I have PTSD. I also have a myriad of other health challenges I can't take the stress.

  Business Response

  Date: 10/25/2023

  Thank you for your recent inquiry addressed to Atlas by Bank of Orrick. To ensure the most efficient handling, this correspondence was forwarded to the Atlas customer service team. The team is reaching out to the customer directly to resolve any issues.
  Kind regards,
  Atlas Team

• Initial Complaint

  Date:10/19/2023

  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.

  On September 16, 2023 I requested a personal loan from The Bank of Orrick in the amount of $1,000. For the purpose of paying emergency medical bills. I agreed to biweekly payments of $135 and noticed that my next payment was scheduled only a few days after I received the loan. I immediately contacted the Bank and they were able to correct this error so I can begin payments on this date: 10/10/23 and biweekly thus far. The individual on the phone informed me that my payment start day was corrected and changed to the 10th and assured me there will be no penalty or late fee’s added to my account. I trusted them.
  
  I was charged twice $270 on 10/10/23 after I was informed I will be responsible to begin payments 10/10/23, mind you, expecting to pay $135. Today, I decided to check my account to see my remaining balance and make a manual payment to pay down my loan.
  
  The issue is I am now seeing that my interest went up to a ridiculous rate of 348.24%?! This is beyond absurd and doesn’t even seem realistic. Never in my life have I ever experienced this with a bank in California. The loan agreement I signed electronically was updated or something and now I have payments of $135 due until 9/10/2025!! My initial signature was digital and they stamped it on all the revised documents.
  I truly believe I am being taken advantage. I am struggling with medical bills and I’ve already made two payments to pay off this $1000 loan and they are telling me I owe over $5000?! Specifically $6,504. Please tell me how this make sense?
  
  I was in progress of paying down the loan and have my next auto payment scheduled on the 25th.
  I called and left a voicemail after work to get assistance and hopefully will speak with someone in the morning. This is truly embezzlement and I am so disappointed that this business wants to scam me. I am reading through the reviews left behind and I wish I saw these sooner. I am so furious and deeply disappointed. This is not okay!

  Business Response

  Date: 10/25/2023

  Thank you for your recent inquiry addressed to Atlas by Bank
  of Orrick. To ensure the most efficient handling, this correspondence was
  forwarded to the Atlas customer service team. The team has reached out to the
  customer directly to resolve any issues.
  Kind regards,
  Atlas Team

• Initial Complaint

  Date:06/22/2023

  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 moved from **** ******* ** *** ********** ** ***** on 8/3/22 I had my mail forwarded to my current address **** *** ** **** ***** I got a email from the post office stating that two letters one on May 2 and one on June 10 from the Bank of Orrick with some important documents are in closed . on June 21 2023 I talked to a representative at the bank of Orick I explain to her my situation that I never opened up a account or anything and how can I find out about the letter I also asked to speak to the fraud department several times and she never transferred me or stated if they had a fraud department she just gave me atlas loan number *********** I called them and they couldn’t find me or any information so I called the bank back and got the Same lady she just started over talking me saying about a loan and I have to contact them I had to raise my voice cause she wasn’t listening to me and I stated to her I never mentioned a loan only a letter and I don’t know what the letter stated and I’m only trying to find out if someone established something in my name because to letter were mailed out and I never received them she said she couldn’t help me and it was no way to track it and I had to contact the loan department I got no where with her I don’t understand cause she never asked me for my information nothing to check she just gave me the above number to call I don’t know if it is on my credit and if so I want to dispute it I have no knowledge my Iicence was talking and I did file a police report and I not sure if I checked the right box below

  Business Response

  Date: 06/22/2023

  ***** ******* **********
  We are in receipt of the BBB complaint you filed on 06-22-23.
  The item you received in the mail was a pre-screened offer for an installment loan.
  No accounts have been open using your identity.
  Please let us know if you have any other questions.
  If you should have further questions, or would like to discuss settlement options, please contact us at
  ************* **** *** **** ******** ***** ****** * ****** ** ** ******************************
  **********
  **** ***** ****
  *************
  *****************************

• Initial Complaint

  Date:04/27/2023

  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.

  We got a loan November 21st of 2022 for $**** and we started paying it back and in February we realized that we had paid over $**** and they kept taking $*** out of our account every single Friday until we realized we had paid over $**** and the payoff balance on the account says *,*** so when I called them they said that I agreed to a *** something APR and that we owe them $**,*** which is completely absurd and when I agreed to the loan that was no where on the agreement. I feel like these people are fraud and editing peoples agreements and screwing people over.

  Business Response

  Date: 04/28/2023

  Dear Dontarius Jackson,
  We are in receipt of the BBB complaint you filed on 04-28-23.
  When requesting an Atlas account, you were required to view and electronically sign the Installment
  Loan Agreement, which included the Truth-In-Lending Disclosures. In those disclosures we provided the
  frequency of payments, the Annual Percentage Rate (APR), the number of payments and the amount of
  each payment. Please see the Client Portal for a copy of the original signed agreement
  (***********************).
  At account opening you opted into autopay. On your account, of the twenty payments made only twelve
  were paid successfully. The failed payment was due to an R11 (Customer Advises Entry Not in
  Accordance with the Terms of the Authorization). The last successful payment was made on 02/17/23 in
  the amount of $***.**. Our records show that no additional successful payments were made after
  02/17/23. The missed payments caused interest to accrue, which increased the balance of your account.
  If you should have further questions, or would like to discuss settlement options, please contact us at
  ************* from 8am –5pm (Central Time) Monday – Friday or at *****************************.
  

• Initial Complaint

  Date:01/23/2023

  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.

  WE HAVE PAID THIS COMPANY $**** ON A $**** LOAN. THE AMOUNT CONTINUES TO GO UP AND NOT DOWN. THEY NOW SAY WE OWE $**** ON A $**** LOAN THAT WAS PAID ON-TIME AND MONTHLY. WHENEVER WE CONTACT THEM, NOBODY CAN HELP US. THESE ARE PREDATORY LOAN PRACTICES. WE OWE NO ADDITIONAL MONEY AND HAVE PAID ABOVE AND BEYOND WHAT WAS LOANED.

  Business Response

  Date: 03/03/2023

  Dear Christopher Chapman, 
  We are in receipt of the BBB complaint you filed on 01-23-23. 
  When requesting a ***** account, you were required to view and electronically sign the Open-End Credit Agreement, which included the Truth-In-Lending Disclosures. In those disclosures we provided the frequency of payments, the Annual Percentage Rate (APR), the number of payments and the amount of each payment. Please see the Client Portal for a copy of the original signed agreement *************************. 
  At account opening you opted into autopay. On your account, of the seven payments made only six were paid successfully. The failed payment was due to an R10 (Customer Advises Originator is Not Known to Receiver and/or Originator is Not Authorized by Receiver to Debit Receiver's Account). The last successful payment was made on 11/11/22 in the amount of $******. Our records show that no additional payments were made after the last successful payment. The missed payments caused interest to accrue, which increased the balance of your account.  
  The following is an overview of the communications that we have regarding your contact with our customer service agents: 
  On 08/15/22 you reached out to customer service to reschedule the date of your next scheduled automated payment. 
  On 09/26/22 you reached out to customer service to reschedule the date of your next scheduled automated payment. 
  On 10/19/22 you reached out to customer service to ask details about the next scheduled payment. 
  On 11/22/22 you reached out to customer service to reschedule the date of your next scheduled automated payment. 
  On 12/08/22 you reached out to customer service to revoke autopay. 
  If you should have further questions, or would like to discuss settlement options, please contact us at ************* from 8am –5pm (Central Time) Monday – Friday or at ********************. 
  Sincerely, 
   Your Vault Team

• Initial Complaint

  Date:01/21/2023

  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.

  May 2022, I got a loan of **** from the company. They charged me an interest if ***% which was not in the contract at first but was changed later. They’d take money out my account every two weeks and take it early. The bill would be due Thursday and they’d take it on Tuesday and make it say pending so it say they didn’t take it yet but the money would not be in my account. It was supposed to be *** every two weeks but they would charge $** a day to “encourage me to pay it off faster” but really was a way to have me keep paying the same amount so I’d keep paying on the loan. They refused to work out a way so I wouldn’t have to pay every two weeks. And it was never told to me I had to pay every two weeks before hand. They’d take money out to the point my account was in the negative and refused to give it back. And when I told them about this they said they can only review it from their end from what they took out they refused to take screenshots of my account. So when I look at my account the dates are changed of when they took the money.

  Business Response

  Date: 02/04/2023

  We received your BBB complaint January 2023. Below is an overview of your complaint and our  responses.
  Complaint Details and Bank Responses:
  1. Cost of your line of credit and on-time payment history.
  Bank Response: Prior to taking an advance on your line of credit, you were provided with the payment
  details, which included the number of payments, the amount of each payment, and the timing of the
  payments. You also opted into autopay when the account was opened. On your account, of the seven
  payments made only four were paid successfully. The failed payments were due to insufficient funds.
  The last successful payment was made on 08/10/22 in the amount of $******. Our records show that no
  additional payments were made after the last successful payment on 08/10/22. The missed payments
  caused interest to accrue, which increased the balance of your account.
  2. Daily interest accrual not disclosed when the line of credit was opened.
  Bank Response: Before you opened your line of credit, you were given the opportunity to review the
  Open-End Credit Agreement, which included the Truth-In-Lending Disclosures. In those disclosures we
  provided the frequency of payments, the Annual Percentage Rate (APR) for your line of credit, and we
  stated that we use the “average daily balance method” to calculate the balance on your account. The
  disclosures further state that the average daily balance method is explained in the Balance Computation
  Method section of your Open-end Credit Agreement. Your Open-End Credit Agreement and other loan
  documents are available in the customer dashboard.
  The following is an overview of the communications that we have regarding your contact with our
  customer service agents:
  • On 06/15/22 you called about payments made on 06/13/22 and 06/15/22. The customer service
  agent explained you made a manual payment on 06/13/22 and the payment on 06/15/22 was
  our scheduled autopay payment. The customer service agent also explained how interest was
  calculated and to refer to the signed account documents in the customer portal for additional
  information.
  • On 07/29/22 you again called customer service and asked about the payment made on
  07/27/22. The customer service agent explained we are unable to stop payments and that you
  will need to contact your bank directly. You also asked to change the frequency of your
  payments. The customer service agent also explained that they are unable to change the
  payment frequency as that is what is listed in the signed account documents.
  • On 08/10/22 you called customer service and asked to revoke autopay. You also asked about
  the payment schedule on the account. The customer service agent removed autopay form the
  account and walked through each payment to illustrate the payments were made based on the
  payment schedule.
  If you should have further questions, please contact us at ************* from 8am –5pm (Central Time)
  Monday – Friday or at *****************
  Sincerely,
  The Bank of Orrick Team

• Initial Complaint

  Date:12/06/2022

  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.

  I got a loan for $*** and immediately began making biweekly payments on time. I checked my statement, once I had made almost $*** in payments, and saw that I was being charged so much interest that my payments weren’t making any impact on my loan. I’ve paid $*** towards my loan and now have to pay an additional $**** to get out of it? How does that make sense? When I signed up for this loan the insanely high interest was NOT made clear, AT ALL. It was either buried in the fine print or lied about altogether. I called to speak about this to the representative and was sent an email from another bank- Bank of Orrick. It seems ******* has “sold” their bank aka changed their name, possibly to get away from whatever is going on. I’ve filed numerous complaints about this bank, nothing has happened. I don’t even know the point of this complaint, other than to hopefully warn others to stay away from ***** **** ** ******* / ***** bank of Orrick.

  Business Response

  Date: 12/09/2022

  This account has been sold to "Bank of Orrick", and will be transferred to their account.

  Business Response

  Date: 12/14/2022

  December 9, 2022
  Re: BBB Complaint of **** ********
  To Whom It May Concern,
  We received the complaint filed December 7, 2022. Below is an overview of the complaint and the
  resolution.
  Complaint Concerns/Bank Responses:
  1. Customer confusion over cost of the loan after all payments were made on-time.
  Bank Response: The borrower made five successful payments out of eleven payments that have been
  due. The customers last successful payment was made on 10/07/22 in the amount of $******. All
  payments due after the last successful payment were either rescheduled or cancelled by the customer.
  The missed payments caused interest to accrue which increased the cost of the account. The account
  agreements are available to the customer in the customer dashboard that disclose the interest rate and
  annual percentage rate.
  2. Customer thinks she’s being charged *** interest per day and that it was not disclosed when
  the account was opened.
  Bank Response: The account agreements are available to the customer in the customer dashboard. The
  agreement states the interest rate and annual percentage rate on the TILA page. The customer has
  missed multiple payments which has caused interest to accrue which increased the cost of the account.
  3. Customer confused over sale of Line of Credit from ******* **** to the Bank of Orrick.
  Bank Response: An email was sent to the customer on 08/24/2022 notifying them that the account had
  been sold by ******* **** to the Bank of Orrick.
  4. Customer states that she can’t contact customer support.
  Bank Response: The customer contacted customer service by either email or phone on the following
  dates: twice on 08/01/22, 08/08/22, 08/25/22, 09/19/22 and 10/17/22.
  5. Customer thinks she needs to pay ****** to settle her account and interest is continuing to
  accrue daily.
  Bank Response: We proactively reached out on 11/22/22 to offer a debt settlement agreement. The
  remaining balance on the account has been forgiven.
  Overview of customer communications:
  ? On 08/01/22 customer called to inquire about the amount to payoff the balance of the account.
  The customer did not understand why the balance to payoff the account was higher than the
  amount drawn on the line of credit. The customer service agent explained to the customer how
  interest works. The customer subsequently ended the call.
  ? On 08/01/22 the customer again called customer service and scheduled to make a payment for
  $****** on 08/12/22 to payoff the account. An email was subsequently sent to the customer
  stating the payment has been scheduled.
  ? On 08/08/22 the customer called customer service to cancel the $****** payment that was
  scheduled for 08/12/22. An email was subsequently sent to the customer stating the scheduled
  payment was cancelled and all applicable payments for the account are still due per the account
  agreement.
  ? On 08/18/22 the customer was emailed regarding their CFPB complaint that was sent to the
  FDIC for ******* ****. The email explained the mechanics of the account and referenced the
  signed account agreement that is available in the customers dashboard.
  ? On 08/25/22 the customer called customer service to cancel a ******* payment that was
  scheduled for 08/26/22. An email was subsequently sent to the customer stating the scheduled
  payment was cancelled and all applicable payments for the account are still due per the account
  agreement.
  ? On 09/19/22 the customer called customer service to cancel a $****** payment that was
  scheduled for 09/23/22. An email was subsequently sent to the customer stating the scheduled
  payment was cancelled and all applicable payments for the account are still due per the account
  agreement.
  ? On 11/22/22 an email was proactively sent to the customer to offer a debt settlement offer.
  ? On 11/27/22 the customer replied and declined the settlement offer.
  ? On 12/07/22 an email was sent that stated after further review of the account and based on the
  payments made the bank has decided to forgive the remaining balance on the account.
  Sincerely,

• Initial Complaint

  Date:11/28/2022

  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.

  I requested a loan from ***** to assist in payment for medical bills. My principal amount has not lowered and the interest rate is going higher. No one will offer a valid answer as to why I am paying so much for a loan and each payment only barely touching the initial loan amount. This is beyond ridiculous.

  Business Response

  Date: 12/09/2022

  This account has been sold to "Bank of Orrick", and will be transferred to their account.

  Business Response

  Date: 12/14/2022

  December 14, 2022
  Re: BBB Complaint of ****** *****
  To Whom It May Concern,
  We are writing in response to the BBB complaint submitted on November 29, 2022. The borrower
  applied and was approved for a loan on 5/8/2022 with ******* ****. Subsequently the loan was sold to
  the Bank of Orrick. The customer was provided with a Truth-in-Lending statement prior to signing the
  loan agreement that showed the annual percentage rate and other terms of the loan. The loan
  agreement is available to the customer in the customer dashboard. The bank reached out the customer
  on 12/09/22 to offer a debt settlement agreement. The customer has yet to respond to the debt
  settlement agreement offer. The customer can contact customer service at ************* from 8am –
  5pm (Central Time) Monday – Friday or at *********************
  Sincerely,
  Bank of Orrick Team