Complaints
This profile includes complaints for Evans Bancorp, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/27/2024
Type: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.
Evans Bank online banking has been giving me issues and was unable to transfer funds, The bank refuses to notify my of suspicious activity or overdraft information, they have refused to refund overdraft fees caused by bank error (faulty online banking system) I asked for some help meaning partial refund and they refused even though the issue was caused by not being able to login to the online banking.
Business Response
Date: 07/22/2024
Dear Mr. ****,
On 7/15/24 Evans Bank, N.A. received the above referenced correspondence from the Better Business
Bureau (BBB) regarding fees assessed to your account ending in *8000.
On 6/24/24, three transactions in the amounts of $18.99, $15.00, and $25.35 were posted to your account,
resulting in an overdrawn balance of 445.80. As a result, three nonsufficient funds (NSF) fees were
assessed to your account totaling $87.00. On 6/25/24, a charge in the amount of $24.60 was posted to
your account. This brought your account balance to -$157.40 and resulted in the assessment of an NSF
fee of $29.00 and brought the balance to -$186.40. A refund in the amount of $29.00 was applied to your
account on 6/25/24 by a member of the Evans Bank Angola Branch. In May 2024, NSF fees totaling $58.00
were refunded to you for similar overdraft situations. These fees were refunded out of goodwill as no bank
error was identified to cause the overdrafts.
A review of online banking was performed and indicates that you were able to successfully access your
online banking via web and mobile app on both 6/24/24 and 6/25/24.
Review of your account does not show any disputed transactions in May or June of this year. We have
identified your debit card was closed at your request to our Customer Experience Center on 7/8/24.
We at Evans take our customers' concerns very seriously and are sorry we did not meet your standards
during this interaction. We look forward to you continuing your relationship with us and are eager to discuss
available options to better assist you with meeting and maintaining your financial goals.
, Sincerely,
Tara M******
Branch Manager ( Assistant Vice President
Evans Branch
Cc: Better Business Bureaus.Initial Complaint
Date:04/24/2024
Type: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.
Hi I have a seizure disorder and don’t drive now was wondering why wont they open a account with me I don’t have any fraud at all or don’t have any banks from your dept on check. SystemBusiness Response
Date: 05/10/2024
Dear Mr. *****,
On April 24, 2024, Evans Bank, N.A. received the above referenced correspondence from the
Better Business Bureau (BBB) regarding your request to open a personal checking account.
As we previously indicated to you, Evans Bank (the 'Bank') has full legal discretion to decide
which parties and under what conditions we provide our products and services. We have again
reviewed your request to establish a personal deposit account with the Bank and have determined
that at this time, we will not open an account, as you requested.
We appreciate your interest in Evans Bank.
Sincerely,
Tara M******
Branch Manager I Assistant Vice President
Evans Branch
Cc; Better Business BureauInitial Complaint
Date:12/08/2023
Type: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.
Hi there I am on SSI and I have a seizure disorder can't drive they closed my account out and said the fraud dept is with them on the account the reason I'm coming to you is they won't let me talk to the fraud department and won't give me a debit master card with this bank that was open I need some assistanceBusiness Response
Date: 12/19/2023
Dear Sir or Madam:On December 8, 2023, Evans Bank, N.A. received the above referenced complaint which was submitted by ***** ***** on December 7, 2023. Please allow this letter to serve as Evans Bank’s response to ***** *****’s complaint.On December 5, 2023, it was identified by Evans Bank personnel that the customer’s online banking profile was compromised. To protect sensitive customer information, holds were placed on ***** *****’s Evans Bank accounts and online banking profile. Immediately after the holds were placed, on December 5, 2023, Evans Bank branch personnel contacted ***** ***** to provide notification that account and online banking services would be unavailable while the compromise was being reviewed. Furthermore, to protect customer information and prevent unauthorized transactions, ***** ***** was instructed by Evans Bank personnel to visit an Evans Bank branch location and close all compromised accounts. ***** ***** complied with the request on December 5, 2023.Per internal bank procedures, Evans Bank branch personnel serve as the primary customer contact for all fraud related matters. Branch personnel were able to contact ***** ***** and take all necessary steps to protect customer information on the same business day that the account compromise was detected.As a victim of identity theft, Evans Bank encouraged ***** ***** to file a complaint with the Internet Crime Complaint Center (IC3) and visit identitytheft.gov.Sincerely,Christopher R********Vice PresidentBank Secrecy Act OfficerCc: ***** *****Customer Answer
Date: 12/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20978872, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. because I want a account re open again and they won't give me access to open one online
Regards,
***** *****
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