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BBB Accredited Business since

Union State Bank

Additional Locations

Phone: (254) 793-2601 Fax: (254) 793-2216 View Additional Phone Numbers PO Box 600, Florence, TX 76527 http://www.usbanktexas.com View Additional Web Addresses


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Union State Bank meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Union State Bank include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Union State Bank
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: August 20, 1993 Business started: 01/01/1928 Business started locally: 01/01/1928
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Texas Department of Savings & Mortgage Lending
2601 N Lamar Blvd # 201, Austin TX 78705
http://www.sml.state.tx.us
Phone Number: (877) 276-5550
rcrochet@sml.state.tx.us

Type of Entity

Sole Proprietorship

Business Management
Ms. Coleen Beck, President T.E. Beck Mr. Charles Chapman Mr. Brad Curlee Mr. David Hensley Mr. Jim McKinnon Jay Walker Mr. JC Walker
Contact Information
Principal: Ms. Coleen Beck, President
Business Category

Banks Financing Investment Advisory Service Loans Loans - Small Business Financial Services

Industry Tips
Finding a financial planner

Additional Locations

  • 100 W Main St

    Florence, TX 76527 (254) 793-2601

  • 1100 Williams Dr

    Georgetown, TX 78628 (512) 869-8181

  • 120 N Gray St

    Killeen, TX 76541 (254) 634-8181

  • 13601 W Hwy 29

    Liberty Hill, TX 78642 (512) 515-6300

  • 345 E FM 2410

    Harker Heights, TX 76548 (254) 953-8181

  • 3957 Raleigh Dr

    Temple, TX 76502 (254) 899-8181

  • 902 Palm Valley Blvd

    Round Rock, TX 78664 (512) 246-6800

  • PO Box 600

    Florence, TX 76527

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My father, ****** *******, who was a joint holder with my mother ***** ******* and myself ***** ******, on the checking account with Union State Bank passed away on December 22, 2014. We notified the bank that they would need to reverse his direct deposit Social Security benefit for January. Rather than reverse the funds the bank kept them and placed them on hold. Book keeping at Union State Bank states their normal practice is not to return nor release the funds but hold them until notified by Social Security. We spoke with Social Security in January and were told the bank needed to returned the funds which we notified book keeping to do so and they refused since Social Security had not contacted them directly. My mother's SS deposit was less than expected for the month of April so once again we contacted Union State Bank to find out if they had any information. They did not so we contacted the SS office. WE were advised that since Union State Bank was still holding the SS deposit from January of this year my mother had an overpayment that was being deducted from her current direct deposits by the Social Security Administration. Called book keeping at Union State Bank again this morning and lost my temper. THey once again state that they will not send the funds back to social security nor will they release them to my mother until Social Security contacts them directly. This is absolutely rediculous. Every other bank we have dealt with has reversed funds back to SS upon notice of death of the account holder. We are now setting at 4 months and due to Union State Bank's practices my mother will be coming up short of funds to cover her bills this month not to mention how it has had her account in limbo since January. We are once again on the phone with the SSA

Desired Settlement: Union State Bank needs to either reverse the funds back to the Social Security Administration or release the funds. They also need to review and adjust their practices so another senior citizen does not have to go through this.

Business Response:

In response to complaint ID ******** filed against Union State Bank on not returning Social Security Direct Deposit, it is the bank's procedure to hold funds upon "Notification Of Death" on our customers. It is the practice of the Social Security Administration to contact the family regarding return of funds. It is the responsibility of the family or estate administrator to return funds to Social Security. As with the majority of families, thay have so much to deal with at this time and generally will not submit a check to Social Security to return funds. It is because the family does not respond that the bank receives the "Notice of Reclamation". On the rare occassion that a family submits a check to return funds, they provide us with that documentation and the bank removes the hold from the customer's account. This is also the reason the bank will not submit the funds until "Reclamation" is received. If the customer were to submit a check to Social Security and the bank were to return funds without a "Notice of Reclamation" the customer would be at a disadvantage with funds removed twice from their account. The refund process with the Social Security Administration is long and drawn out, with completion of additional paperwork for the customer. A refund can take months to receive.

In this case, the gentleman that passed away had 2 Direct Deposits to his account. One from the Veterans Administration that posted 12/31/14 and was for the month of December. Another Direct Deposit from Social Secuity that posted 1/2/2015 was also for the month of December. The bank received a "Notice of Reclamation" from the Veterans Administration for the VA Direct Deposit and returned the funds to the Veterans Administration on 2/2/2015. The funds for the Social Security Direct Deposit remained on hold awaiting that "Notice of Reclamation". The customer has stated that she contacted Social Security and the Social Security Administration stated to her that the bank needed to return the funds. For the bank to just return the funds without notification from the Administration would not guarantee that the return of funds would be directed to the proper office or department that it needed to be applied. This scenario has happened in years past, with the bank returning without a "Notice of Reclamation" because customer insisted and months later a "Reclamation" is received with a different individual working the claims desk, therefore resulting in a double return. This is what the bank strives to prevent. As of this date the funds for the January 2, 2015 Direct Deposit are still on hold and no reclamation has been received from the Social Security Administration.

At our annual regulatory ACH training seminiar the subject of Government Reclamations are alway addressed. The Government has up to (6) six years to make reclamation of Government benefits. The best practices provided during this training are the ones applied by Union State Bank.

Sincerley,

****** *******
VP/ACH Dept
Union State Bank

Consumer Response: Complaint: ********

I am rejecting this response because:

They do not and will not release the funds until receiving notice from the Social Security Administration is what we have been told. Their claim that they will release the funds to be sent back by the account holder is an outright lie. We received the same response when asking for them to release the funds in form of cashier check to be sent back by us that they gave us when asked to release the VA benefits that had to be returned. "We do not release the funds being held to the account holder to be sent back. We will hold them in your account until they request them sent back through channels."

According to the Greenbook and the CFR upon our notifying the bank of the death the bank had the responsibility to immediately return the funds through the system.

“Financial institutions that learn of the death of a recipient from a
source other than the agency are encouraged to use reason code R15 (Beneficiary
or Account Holder Deceased) or R14 (Representative Payee Deceased)  to notify
government agencies of the death. By using these return codes, the financial
institution will satisfy both the requirements to return post-death payments and
the requirement to notify the agency of the death of the recipient.”

Regards,

***** ******

Business Response: The bank returns "Government Reclamations" using the reason codes R14 and R15 (whichever applies).  The VA benefits referred to were sent back within days of the Reclamation request and the funds hold for that amount removed.  The remaining hold on the account is for the Social Security Administration direct deposit received.  The bank truly feels that it is in the best interest of the consumer to await the reclamation from the Social Security Administration before submitting return so that the correct department of the Administration receives the funds. 

The bank will contact Social Security personally this week to obtain a Reclamation from their office or authorize the Social Secuity Administration to debit our Federal Reserve account to take care of this matter.


Union State Bank
ACH Dept


Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

0 Customer Reviews on Union State Bank
Positive Experience (0 reviews)
Neutral Experience (0 reviews)
Negative Experience (0 reviews)