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Business Profile

Bank

Five Points Bank
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Five Points Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

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Five Points Bank has 3 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/02/2023

      Type:Billing Issues
      Status:
      Answered
      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 deposited a check into my savings account (9/21/2023) and was told it will be on a 1 week hold. When I called to ask why it was on a one week hold do to it being a cashiers check. I was speaking with the stolley park branch manager ( *****) he told me it was do to the amount of the check. I mentioned I have never had this happen at the other bank I have been working with, he argued with me stating he knows for a fact no other banks do that. I told him I personally haven’t had this issue at the other bank I was banking with. He argued with me again stating he knows for a fact they don’t. I asked to speak to someone higher up he told me (Tim) was the next one up. Put me on hold for a few minutes and told me *** just walked threw the doors, to call back and ask for Tim. I said ok and got hung up on. I called back and asked to speak to *** and was put on hold again. *** answered and said he spoke to ***** and *** started to argue with me as well saying the exact same things that ***** said. I asked him when will the funds be released because I’m an investor and need access to my funds. *** said possibly Thursday the latest Friday 9/29/2023 and was hung up on again. I looked and the funds still wasn’t available. I went to the office and tried to get the issue resolved and was met by customer service lady who asked if I needed help. I explained the situation to her and was met again with attitude and she stated “yes I was aware of it”. She stated to me the funds wouldn’t be available until the following Tuesday 8/3/2023. I told her that was unacceptable. Bruce got involved and he made some calls to where the cashiers check came from then released the funds for availability. The whole situation should have been handled differently instead of trying to argue as to why the funds where on a hold. They should have advised a solution instead of act like it was a nuisance to them. I closed my account and moved banks I was banking with 5 points bank for 18 years.

      Business Response

      Date: 01/04/2024

      Please see attached for business response.

      Business Response

      Date: 02/07/2024

      Bank response attached as pdf. Please reach out if unable to view/access. 

      *** ********

      ************

      Customer Answer

      Date: 02/07/2024

      The funds were actually held longer than I was told by 2 of five points bank employees I spoke to 1st. Like I stated when I called to see what was going on with the funds, I was told the funds would be held another week. That’s when I went to the stolley park location and was met with nothing but attitude and disrespect, except for the location manager who actually did his duty and looked into the issue and come up with a solution instead of more problems and attitude. The fact that this conversation is still going on and five points bank is trying to prove there innocence instead of excepting what there actions have caused and no apologies,  shows in fact how five points (stolley park location and the “vp”) conducts it’s business to its customers. Like I stated when I called and spoke to a different branch manager at a different location he did apologize for the behavior and actions for the “vp” as for the employees who “handled” this interaction should definitely be retrained on how to deal with situations instead of handling situations like how the “vp” handled the situation. There should have been resolutions to the situation, but instead there was nothing but problems and excuses. 

    • Initial Complaint

      Date:12/01/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 deferral in November 2020 and it was granted. However the payment for November 2020 was still reported late. I contacted Five Points regarding the issue twice and was told to dispute it through the credit bureaus. I did and it was still noted accurate. This is the only late payment reported for this loan. The remaining 6 months of payments were not reported either. The Liam was paid in full in August 2021 and I have never received my car title even though I have requested it from 5 Points twice now. The loan is still showing open.

      Business Response

      Date: 12/30/2022

      Business Response /* (1000, 5, 2022/12/12) */
      Contact Name and Title: Colby ********** SVP
      Contact Phone: ************
      Contact Email: *****************************
      We filed a lien release on the title with the courthouse in July 2022. The courthouse may have sent the title to the address listed on the title and not to the current address we listed on the release. We have no way of knowing if this was the case or if it was lost in the mail upon delivery. We requested that the title be sent directly to the customer upon the pay-off.
      We agreed to extend a payment that was 51 days past due. We also removed the past due status from the loan history screen. The customer claimed they had planned to utilize the Christmas extension. We pulled a new credit report and found no past due status reporting on the loan.
      The customer was contacted to explain our actions upon receiving this notice of complaint.


      Consumer Response /* (2000, 7, 2022/12/12) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

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