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Greater Houston and South Texas

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Woodforest National Bank

Find a Location

Phone: (877) 968-7962 Fax: (832) 375-3196 View Additional Phone Numbers 25231 Grogan's Mill Road, Spring, TX 77380 View Additional Email Addresses http://www.woodforest.com View Additional Web Addresses

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Description

Woodforest National Bank currently operates in Texas, Alabama, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Maryland, Mississippi,  New York, North Carolina, Ohio, Pennsylvania, South Carolina, Virginia and West Virginia.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Woodforest National Bank include:

  • Failure to respond to 2 complaints filed against business

Factors that raised the rating for Woodforest National Bank include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

117 complaints closed with BBB in last 3 years | 28 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 36
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 79
Total Closed Complaints 117

Additional Information

top
BBB file opened: May 01, 1997 Business started: 09/04/1980 in TX Business started locally: 09/04/1980 Business incorporated: 09/04/1980 in TX
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 Banking
2601 North Lamar Blvd., Austin TX 78705
http://www.banking.state.tx.us
Phone Number: 877-276-5554

Type of Entity

Corporation

Business Management
Ms. Julie V Mayrant, Executive Vice President Ms. Jennifer Warren Ms. Erin Folkenroth, Director, Customer Advocacy & Resolution
Contact Information
Customer Contact: Ms. Erin Folkenroth, Director, Customer Advocacy & Resolution
Principal: Ms. Julie V Mayrant, Executive Vice President
Principal: Ms. Jennifer Warren
Related Businesses
Access ATM
Business Category

BANKS

Refund and Exchange Policy
If you have a concern, contact them at the following:

Email: CustomerAdvocacy@woodforest.com

Mail: Woodforest National Bank P O Box 7889 The Woodlands, Texas 77387
Alternate Business Names
Woodforest Bank

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1126 W. Business 77 inside Wal-Mart

    San Benito , TX 78586

  • THIS LOCATION IS NOT BBB ACCREDITED

    13301 East Frwy.

    Houston, TX 77015

  • THIS LOCATION IS NOT BBB ACCREDITED

    18535 FM 1488 Suite 110

    Magnolia, TX 77354

  • THIS LOCATION IS NOT BBB ACCREDITED

    18535 FM 1488 Suite110

    Magnolia , TX 77354 (832) 375-2690

  • THIS LOCATION IS NOT BBB ACCREDITED

    2025 Merchant Mile

    Columbus, IN 47201

  • THIS LOCATION IS NOT BBB ACCREDITED

    25231 Grogan's Mill Road

    Spring, TX 77380

  • THIS LOCATION IS NOT BBB ACCREDITED

    25231 Grogan's Mill, Suite 100

    The Woodlands , TX 77380

  • THIS LOCATION IS NOT BBB ACCREDITED

    25231 Grogans Mill Road #175

    woodlands, TX 77380

  • THIS LOCATION IS NOT BBB ACCREDITED

    26270 North West Freeway

    Cypress , TX 77429 (281) 373-9073

  • THIS LOCATION IS NOT BBB ACCREDITED

    3040 College Park Dr

    Conroe, TX 77384

  • THIS LOCATION IS NOT BBB ACCREDITED

    3475 Parkway Village Ct

    Winston Salem, NC 27127

  • THIS LOCATION IS NOT BBB ACCREDITED

    400 West Davis

    Conroe, TX 77301

  • THIS LOCATION IS NOT BBB ACCREDITED

    4800 Calhoun

    Houston, TX 77004

  • THIS LOCATION IS NOT BBB ACCREDITED

    7430 Bell Creek Rd

    Mechanicsville, VA 23111

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O BOX 7866

    WOODLANDS, TX 77387

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 219129

    Houston, TX 77218

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O.Box 7889

    The Woodlands, TX 77387

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 24459

    Houston, TX 77229

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 2868

    Conroe, TX 77305

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 8339

    The Woodlands, TX 77387

  • THIS LOCATION IS NOT BBB ACCREDITED

    3601 Washington BlvdArbutus Walmart

    Halethorpe, MD 21227

  • THIS LOCATION IS NOT BBB ACCREDITED

    407 George Claus Blvd

    Severn, MD 21144

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    7081 Arundel Mills Circle

    Hanover, MD 21076

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    1490 Hudson Ave

    Rochester, NY 14621

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    2010 Village Center Drive

    Tarentum, PA 15084

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    355 Walmart Dr

    Uniontown , PA 15401

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    5741 Buffalo Rd

    Harborcreek, PA 16421

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    495 Eisenhower Drive{inside walmart}

    Hanover, PA 17331

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    800 Foxcroft Avenue

    Martinsburg, WV 25427

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    100 North Londonderry Square

    Palmyra, PA 17078

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    1996 E Main St

    Ashland, OH 44805

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    250 Tallamadge Rd.

    Kent, OH 44240

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    2600 State Route 59

    Ravenna, OH 44266

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    3883 Burbank Rd.

    Wooster, OH 44691

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    7235 Market Place Dr.

    Aurora, OH 44202

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    8160 Macedonia Commons Blvd.

    Macedonia, OH 44056

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    905 Singletary Dr.

    Streetsboro, OH 44241

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    100 Sycamore Estates Dr

    Aurora, IN 47001

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    201 Chamber Drive

    Milford , OH 45150

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    8451 Colerain Ave

    Cincinnati, OH 45239

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    PO Box 740753

    Cincinnati, OH 45274

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    1575 Coshocton Ave

    Mount Vernon, OH 43050

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    3657 E Main St

    Columbus, OH 43213

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    85 River Trce

    Chillicothe, OH 45601

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    3400 Steelyard Dr.

    Cleveland, OH 44109

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    1701 W Dorothy Lane

    Moraine, OH 45439

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    7680 Brandt Pike

    Dayton, OH 45424

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    100 A E Washington Jackson Rd

    Eaton, OH 45320

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    10105 Lima Road

    Fort Wayne, IN 46818

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    10735 Pendleton Pike

    Indianapolis, IN 46236

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    1133 N Emerson Road

    Greenwood, IN 46143

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    3313 W. S R 45

    Bloomington, IN 47403

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    400 W Northfield Drive

    Brownsburg, IN 46112

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    4545 Lafayette Road

    Indianapolis, IN 46254

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    8191 Upland Way

    Camby, IN 46113

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    9500 E US Hwy 36

    Avon, IN 46123

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    2399 S. SR 46

    Terre Haute, IN 47803

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    2350 Grey Lag Way Ste 130

    Lexington, KY 40509

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    301 Leonardwood Dr

    Frankfort, KY 40601

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    100 Walmart Dr.

    Elizabethtown, KY 42701

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    1725 W Everly Brothers Blvd

    Central City, KY 42330

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    2363 Highway 135

    Corydon, IN 47112

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    150 Walton Ave.

    Bowling Green, KY 42101

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    350 Robert Smalls Pkwy

    Beaufort, SC 29906

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    1815 N. Scott St.

    Napoleon, OH 43545

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    340 Westwind Dr.

    Norwalk, OH 44857

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    1161 Trenton Ave.

    Findlay, OH 45840

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    16280 Dresden Avenue

    East Liverpool , OH 43920

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    2635 Pleasant Hill Rd

    Duluth, GA 30096

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    2780 John Hawkins Pkwy

    Birmingham, AL 35244

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    630 Colonial Promenade Pkwy

    Alabaster, AL 35007

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    5710 Mcfarland Blvd

    Northport, AL 35476

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    501 Willow Ln

    Greenville, AL 36037

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    10710 Chantilly Pkwy

    Montgomery, AL 36117

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    600 Boll Weevil Cir

    Enterprise, AL 36330

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    1991 M L King Jr. Expy.

    Andalusia, AL 36420

  • THIS LOCATION IS NOT BBB ACCREDITED

    150 Concord Commons Pl SW

    Concord, NC 28027

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    169 Norman Station Blvd

    Mooresville, NC 28117

  • THIS LOCATION IS NOT BBB ACCREDITED

    197 Plaza Dr.

    Forest City, NC 28043

  • THIS LOCATION IS NOT BBB ACCREDITED

    2004 Highway 74 W

    Wadesboro, NC 28170

  • THIS LOCATION IS NOT BBB ACCREDITED

    2101 Younts Rd

    Indian Trail, NC 28079

  • THIS LOCATION IS NOT BBB ACCREDITED

    705 E Dixon Blvd Ste 4

    Shelby, NC 28152

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    781 Leonard Ave

    Albemarle, NC 28001

  • THIS LOCATION IS NOT BBB ACCREDITED

    8180 S Tryon St

    Charlotte, NC 28273

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    S Tryon Wal-Mart8180 S Tryon St

    Charlotte, NC 28273

  • THIS LOCATION IS NOT BBB ACCREDITED

    730 US Highway 66 E

    Tell City, IN 47586

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    401 North Burkhardt Road

    Evansville, IN 47715

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    1021 High Point Rd.

    Randleman, NC 27317

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    121 W. Elmsley St.

    Greensboro, NC 27406

  • THIS LOCATION IS NOT BBB ACCREDITED

    1624 NC Highway 14

    Reidsville, NC 27320

  • THIS LOCATION IS NOT BBB ACCREDITED

    2710 N. Main St.

    High Point, NC 27265

  • THIS LOCATION IS NOT BBB ACCREDITED

    3141 Garden Rd.

    Burlington, NC 27215

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    4424 W. Wendover Ave.

    Greensboro, NC 27407

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    530 S. Graham Hopedale Rd.

    Burlington, NC 27217

  • THIS LOCATION IS NOT BBB ACCREDITED

    626 Olive St SW

    Cullman, AL 35055

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    633 Hwy 82 West

    Indianola, MS 38751

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    2400 hwy 19 north

    meridian, MS 39301

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    3911 Bieville Blvd

    Ocean Springs, MS 39564

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    1170 N. Military Hwy(Inside Wal-Mart @ Military Cr.)

    Norfolk, VA 23502

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    10050 Glenwood Ave

    Raleigh, NC 27617

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    1511 Benvenue Rd

    Rocky Mount, NC 27804

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    805 Town Centre Blvd

    Clayton, NC 27520

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    2501 Sheila Ln

    Richmond, VA 23225

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    10001 Southpoint Pkwy

    Fredericksburg, VA 22407

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    4001 College Ave.

    Bluefield, VA 24605

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    4807 Valley View Blvd NW

    Roanoke, VA 24017

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    1028 C Richmond Road

    Staunton, VA 24401

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    515 Mt Cross Rd

    Danville , VA 24540

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    5225 Alexander Road

    Dublin , VA 24084

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    125 Clarion Road

    Altavista , VA 24517

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    320 E Hanes Mill Road

    Winston Salem, NC 27107

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    1116 Crossroads Drive

    Statesville, NC 28625

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    935 Blowing Rock Boulevard

    Lenoir, NC 28645

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    4550 Kester Mill Road

    Winston Salem, NC 27103

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    2900 Kirk Road

    Aurora, IL 60502

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    2424 W Jefferson St

    Joliet, IL 60435

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    1640 S Galena Ave

    Dixon, IL 61021

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    2401 Augusta Rd.

    West Columbia, SC 29169

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    360 Harbison Blvd

    Columbia, SC 29212

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    3027 Wade Hampton Boulevard

    Taylors, SC, SC 29687

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    4601 Ramsey St

    Fayetteville, NC 28311

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    WalMart Drive

    Pontiac, IL 61764

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    730 Tenny St.

    Kewanee, IL 61443

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    155 E. Courtland St.

    Morton, IL 61550

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    8915 N Allen Rd

    Peoria, IL 61615

  • THIS LOCATION IS NOT BBB ACCREDITED

    1941 W. Morton Rd.

    Jacksonville, IL 62650

  • THIS LOCATION IS NOT BBB ACCREDITED

    1530 W Highway 50

    O Fallon, IL 62269

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    1530 W Us Highway 50

    O Fallon, IL 62269

  • THIS LOCATION IS NOT BBB ACCREDITED

    3700 I-40 E

    Amarillo, TX 79103

  • THIS LOCATION IS NOT BBB ACCREDITED

    4610 S Coulter St

    Amarillo, TX 79119

  • THIS LOCATION IS NOT BBB ACCREDITED

    2100 SE Loop 410

    San Antonio, TX 78220

  • THIS LOCATION IS NOT BBB ACCREDITED

    8315 FM 78

    Converse, TX 78109

  • THIS LOCATION IS NOT BBB ACCREDITED

    488 Hwy. 71 W

    Bastrop, TX 78602

  • THIS LOCATION IS NOT BBB ACCREDITED

    12900 N IH35

    Austin, TX 78758

  • THIS LOCATION IS NOT BBB ACCREDITED

    3801 W. State Highway 31

    Corsicana, TX 75110

  • THIS LOCATION IS NOT BBB ACCREDITED

    2121 Highway 146 ByPass

    Liberty, TX 77575

  • THIS LOCATION IS NOT BBB ACCREDITED

    3965 Dowlen Rd

    Beaumont, TX 77706

  • THIS LOCATION IS NOT BBB ACCREDITED

    831 Highway 59 South

    Cleveland, TX 77327

  • THIS LOCATION IS NOT BBB ACCREDITED

    4999 N Twin City Hwy

    Port Arthur, TX 77642

  • THIS LOCATION IS NOT BBB ACCREDITED

    1515 Justin Rd

    Lewisville, TX 75077

  • THIS LOCATION IS NOT BBB ACCREDITED

    4209 BASSWOOD BLVD

    FORT WORTH, TX 76137

  • THIS LOCATION IS NOT BBB ACCREDITED

    8408 DAVIS BLVD.

    N. RICHLAND HILLS, TX 76180

  • THIS LOCATION IS NOT BBB ACCREDITED

    3851 Airport Fwy

    Fort Worth, TX 76111

  • THIS LOCATION IS NOT BBB ACCREDITED

    Lake Charles, LA 70611

  • THIS LOCATION IS NOT BBB ACCREDITED

    2701 Louisville Ave.

    Monroe, LA 71201

  • THIS LOCATION IS NOT BBB ACCREDITED

    880 North Highway 190

    Covington, LA 70433

  • THIS LOCATION IS NOT BBB ACCREDITED

    201 Loop 59

    Atlanta, TX 75551

  • THIS LOCATION IS NOT BBB ACCREDITED

    1701 E End Blvd N

    Marshall, TX 75670

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 E End Blvd N

    Marshall, TX 75670

  • THIS LOCATION IS NOT BBB ACCREDITED

    3820 State Highway 64 W

    Tyler, TX 75704

  • THIS LOCATION IS NOT BBB ACCREDITED

    3110 Camino Del Rio S #311

    San Diego, CA 92108

  • THIS LOCATION IS NOT BBB ACCREDITED

    1811 McKee St

    San Diego, CA 92110

  • THIS LOCATION IS NOT BBB ACCREDITED

    9393 Activity Rd #D

    San Diego, CA 92126

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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (832) 375-2000(Phone)
  • (832) 375-2012(Phone)
  • (888) 224-0132(Phone)
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Additional Web Addresses

  • http://www.facebook.com/woodforest
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Additional Email Addresses

  • - Sales
  • - Technical Support
Find a LocationX

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Complaint Detail(s)

9/15/2014 Problems with Product/Service
8/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On **** **** I noticed that someone wrote a check out of my account for $*** and someone else tried to cash a check for $**** I filed charges in ********** as I was told and the person that wrote the check for $*** was arrested. However days later I was told that that i had to file charges where the other check was cashed which I later found out the ********** store allowed a check to be cashed. To make a long story short I have been calling Risk management and leaving messages for **** at *************. I have been talking to the Detective who has been assigned to my case in ********** and he has been calling as well and nothing has been done yet. No one can tell me how long the process is going to be nor how long its going to take before my money will be replaced. The person I spoke with was not very professional in the conversation we had, in fact she wasnt very informative as to how long. She simply stated that cases are handled as they come in and that my case has not yet been assigned to anyone. I am highly disappointed with this situation being that I am a single parent with bills and no information as to how long it will be before my money is returned. I am wanting the person as well as the teller who allowed the check to be cashed in the first place reprimended. I was also told that the person who cashed the $*** check initially went to the ********* office and tried to cash the check for $*** but ********* didn't allow it because the signatures didn't match so I am not understanding why ********** didn't follow the same PROTOCOL.

Desired Settlement: $*** replaced

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

8/29/2014 Billing/Collection Issues | Complaint Details Unavailable
8/18/2014 Problems with Product/Service | Complaint Details Unavailable
8/5/2014 Billing/Collection Issues | Complaint Details Unavailable
7/25/2014 Problems with Product/Service | Complaint Details Unavailable
7/25/2014 Billing/Collection Issues | Complaint Details Unavailable
6/23/2014 Problems with Product/Service
6/22/2014 Problems with Product/Service
5/9/2014 Problems with Product/Service | Complaint Details Unavailable
5/9/2014 Billing/Collection Issues
5/4/2014 Problems with Product/Service | Complaint Details Unavailable
4/25/2014 Problems with Product/Service | Complaint Details Unavailable
4/23/2014 Problems with Product/Service | Complaint Details Unavailable
4/21/2014 Billing/Collection Issues | Complaint Details Unavailable
4/6/2014 Problems with Product/Service | Complaint Details Unavailable
3/23/2014 Problems with Product/Service | Complaint Details Unavailable
3/17/2014 Problems with Product/Service | Complaint Details Unavailable
2/24/2014 Problems with Product/Service | Complaint Details Unavailable
1/11/2014 Problems with Product/Service | Complaint Details Unavailable
1/11/2014 Advertising/Sales Issues
1/11/2014 Problems with Product/Service
12/28/2013 Problems with Product/Service | Complaint Details Unavailable
12/20/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Can you please help me! I recently started a new job requiring a background check and Bond. I was horrified to find that Woodforest National Bank has erroneously reported a $403.76 charge off for nonĀ­ sufficient funds (NSF) activity to *********** under my Social Security number. Needless to say I had some explaining to do with my new employer.  What an embarrassment.

Woodforest may NO effort to validate the information they reported to *********** and is in violation of the Fair Credit Reporting Act.  Although the social security number is mine, the information reported is:

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


Desired Settlement: Woodforest needs to immediately remove the erroneous reporting and send me a letter acknowledging that the error has been corrected.  I would appreciate any assistance you can offer.

Business Response:

 

This letter is in response to the complaint you filed with the Better Business Bureau (BBB). In the complaint you stated you recently started a new job which required a background check and you were embarrassed by information obtained by your new employer that Woodforest National Bank (WNB) had erroneously reported a charge off account to *********** under your social security number. In addition, you claimed that WNB made no effort to validate the information reported to *********** and was in violation of the Fair Credit Reporting Act.  As a resolution to your complaint, you have asked Woodforest  to  immediately  remove the erroneous reporting and send you a letter acknowledging that the error has been corrected.

Investigation into your complaint revealed that WNB did not have knowledge of the issue prior to receiving your complaint from the BBB. Subsequent to receipt of the complaint, review of the charged off account revealed that the WNB business account reported to *********** had the same tax identification number as your social security number. We immediately contacted you and initiated a request. to *********** to remove the reported charge off from your name and social security number; however, as discussed with you on the phone, *********** may require additional information from you in order to complete the request.

I apologize for the inconvenience you have experienced and hope that we have resolved the issue with the information reported to ***********.  If we can be of further assistance please feel free to contact me.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was asked in a letter to close both my accounts with them, withen two weeks I was given no explanation as to why? after more than five years as a customer?I withdrew my money and asked them to close my account in person at the bank , they would not close it unless i paid them $25.00 per acount$50.00 total the reason the bank teller gave is that i was a new acount less than 180 days old that was a lie! because they left my account open a check from the elementry school for ten dollors hit my account and the bank started charging both my accounts a total of $90.00 dollars even though i had over draft protection ?and free checking that was charged $12.00 a mounth for the last five years? also the account never dropped below $1000.00 and it had direct deposite? the bank still chaged me $5.00 a mounth

Desired Settlement: $59.00 dollor refund

Business Response:

This letter is in response to the complaint you filed with the Better Business Bureau (BBB). In the complaint you stated you received letters from Woodforest National Bank (WNB) notifying you that your accounts would be closed within two weeks with no explanation for the closure. You said when you went to the local branch to close your accounts, the branch personnel would not allow you to close the accounts unless you paid a $25.00 fee per account. As a result of the accounts not getting closed, a check you wrote that had not previously cleared was returned causing fees to be charged to your account. In addition to the NSF fees, you alleged that you were charged a monthly service charge on the "free" checking account you had for five years.  As a resolution to your complaint, you have asked for a $59.00 refund.

Investigation into your complaint revealed that an account closure notification was mailed to you on ******* *** **** informing you that your accounts would be closed in fifteen days due to excessive monitoring required for the type of activity conducted on your account. Prior to the closure decision, bank personnel contacted you to provide an explanation of the activity; however, the information you provided did not satisfy the requirement necessary to discontinue monitoring the account, therefore, a closure decision was made. Subsequent to that date, multiple transactions were conducted by the co-owner on the account, ***** ******, which brought one account to a zero balance. Two checks rejected after the account reached a zero balance that caused the fees charged to the account. Review of the service charges on the account revealed that the account has been charged the correct fees; the account service charge was changed in **** and was disclosed in your bank statements in ***** and *** of that year.

I apologize for the inconvenience you have experienced and have enclosed a cashier's check in the amount of $59.00 for reimbursement of the fees charged to your account. Both accounts are now in a closed status. I hope that this will resolve this issue to your satisfaction. If I can be of further assistance please feel free to contact me.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

11/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Duplicate charges to bank account for credit card and it is hard to stop them no matter how many times its been pointed out to them

Desired Settlement: Get them to realize the situation and refund the money

Business Response:

 
Woodforest National Bank ("WNB") has received your complaint submitted to the BBB concerning your merchant account agreement ("Agreement").

We found no accounts in your name, but we were able to determine that you were writing us concerning a merchant account owned by **** ******. Our records indicate that **** ****** executed a Merchant Payment Card Application/Agreement (the "Agreement") as the owner. As such, we cannot release information to you regarding this account. If Ms. ****** would like us to discuss the account with you, she must provide us with written permission to do so. Please have her direct her correspondence to me or to the BBB and we will be glad to assist at that time.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

10/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am disabled and have mobility issues, so I opened a checking account on ********* *** **** believing I could use the online banking option and transfer money from the account with Woodforest to another account I have with a different bank. I was under the impression I could transfer money from one account to another using a checking account with Woodforest. I went online and tried to send money from my Woodforest account to my other checking account; it was extremely confusing. I tried to use a transfer option, but it only uses ******* ***** to mail money, and not send it to my other bank account electronically. The other option was to pay a bill online, but that's misleading, since Woodforest only mails a check to an address, and does not actually allow me to pay online. I could not find information on Woodforest's website that detailed how they sent the money from my account using the pay bill option. I had to go in person to the bank to find out this option mails a check, rather than sending it directly into my other checking account.As I said before, I'm disabled with mobility issues. I cannot go to the bank in person to withdrawal money, nor can I go to the post office to mail or pick up a check, which would take a week or more before the check would reach it's destination. As a result, my checking account is completely useless to me. If I was not disabled, this would not be a problem. However, since I am disabled, I really require the ability to send money online and pay bills online. This is mandatory. Therefore, I must now close my Checking Account with Woodforest, but they will charge me a $25 fee to close my account. Alternatively, I'll have to keep the account for 6 months, but I need every dollar for medical expenses and simply living. I'd like to close my account, without having to pay the $25 fine, since it's due to a medical issue and disability. I should not be fined for the lack of service offered by Woodforest, which I require to accommodate my disabilities.

Desired Settlement: I'd like the option to close my account without Woodforest charging me a $25 fine, since I was told they offered online banking and I could pay bills online. 

Business Response:

I have reviewed your complaint filed with the Better Business Bureau (BBB) concerning your request to close your account. On behalf of the bank I extend our apology for the inconvenience and frustration you have experienced while attempting to resolve this matter.

In your complaint you state that you opened an account with the bank then later determined that we could not provide the online service you required. When you attempted to close your account you were told you would be assessed a $25.00 fee for closing your account within the first 180 days. You request that we allow you to close your account with no fee.


Per our conversation today we will waive the early closing fee per your request. We hope this will resolve this matter to your satisfaction. If we can assist you further please do not hesitate to contact us.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

9/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The bank allowed my son to open an account and issued him a debit card. My son is 16 years old and is not responsible enough to be trusted with this responsibility. It is my understanding that parents need to be cosigners on accounts for minors. We did not cosign nor did we know that he had open the account. He has incurred debt that that bank is now threatening collection agency involvement. I do not wish for his credit to be ruined at such a young age. Why was he given an account/debit card as a minor? I have taken the card away from him, but would like the account to be written off. My son is ****** ***** account ending **** *** ******* ***** *********** **** *****

Desired Settlement: I would like the account written off as well as my son's credit unaffected he is a minor who was allowed to open an account without parental consent.

Business Response: I have reviewed your complaint filed with the Better Business Bureau (BBB) concerning your son's checking account, and on behalf of the bank extend our apology for any inconvenience or frustration you may have experienced while attempting to resolve this matter.

In your complaint you state that the bank allowed your son to open an account and get a debit card when he was only 16 years old. You did not give your consent to open an account and you state that he is not responsible enough to be trusted with the responsibility of an account. He incurred debt on the account and now the bank is trying to collect the debt. You do not want his credit to be affected. You do not think the bank should have allowed him to open an account. You request that we waive the debt and not report it in any way that will impact his credit history.

In Ohio law allows minors to open a checking account at the age of 17. We opened your son's account in good faith, as he was only a few months from being of age, and we expected him to manage the account properly. Privacy laws protect your son and prevent us from being able to share account information  with you because you are not an authorized signer on the account.

Based on your request and as a courtesy, I have waived all the fees that were assessed to the account. Your son is responsible for the remaining balance.  However, I will remove it from our collection agencies and consumer reporting agencies; this will prevent it from impacting him negatively. He may repay the debt by making payments at his convenience at the branch or by mailing payments to: 

We apologize for the misunderstanding; it is not our practice to open an account for someone that is not capable of managing the account or without parental consent. We hope this will resolve this matter to your satisfaction. If we can assist you further please do not hesitate to contact us.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

8/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On ****** my 17 year old son, ******* *******, went into *******, **** ******** ****. ********** ** ***** to simply cash a payroll check at ******* ***** ****** not Woodforest Bank. Somehow a Woodforest representative coerced my 17 year old son to open an account(#**********)with Woodforest instead of just cashing his check at the ******* ***** ******. The representative made my son think that he would not incur any monthly fees with this account. The representative failed to tell my son it would cost $25 to cancel the account. My son already had an account with another bank but the bank was closed because it was Saturday.When I found out about the account I call the bank to try to cancel the account. They gave me the run around and told me that they could only talk to my son. According to the legal system, I am legally responsible for my son until he is 18 years old or graduates from High School. I asked to speak to someone at the next level and that person forwarded my info to someone else. The only activity since the account was opened are the fees charged by Woodforest. My son has not made any activity on this account. Now because he does not use the account he is being charge $5.95 per month and/or has to pay $25.00 to cancel the account. I have never encountered a bank that charges a fee to cancel an account. Woodforest bank is in ******* preying on students and the lowest income consumers that do not thoroughly understand how financial institutions like Woodforest take advantage of them. These consumers barely have $25 but Woodforest see they as easy prey.

Desired Settlement: I would like this account #********** to be closed without a cancellation charge and all other monthly charges cancelled.

Business Response:

I have reviewed your complaint filed with the Better Business Bureau (BBB) concerning your son's account, and on behalf of the bank extend our apology for any inconvenience or frustration you may have experienced while attempting to resolve this matter.


In your complaint you state that your son opened an account at the bank that he didn't need and that he didn't understand the cost of having a checking account. You called the bank to request we close the account but we would not discuss the account with you. You want the early closing fee waived, any fees assessed refunded, and your son's account closed.


Please be assured, it is never our desire to open an account for an individual that does not want, or need, the service, and we apologize if your son felt coerced into opening an account. We are authorized by law to open accounts for individuals 17 years of age, and the law also requires us to protect their private and confidential information. When you originally called the bank concerning your son's account on **** ** **** we were not authorized to speak to you concerning his account. However, we contacted him on **** *** **** to discuss your concerns. At that time we agreed to waive the early closing fee because he said he would probably come in and close the account. However, the account is still open and has now been charged a monthly service charge.


Per your request we have refunded the service charge and closed your son's account. Under separate letter, we have mailed your son a cashier's check for the full balance. We hope this will resolve this matter to your satisfaction. If we can assist you further please do not hesitate to contact us.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

8/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The bank charges other than what the monthly is , when I haven't even used the account they took my money once again and put my account in the negative and want to charge me 25.00 to close the account. my account number is available upon request. To me this bank has scams for the consumers.

Desired Settlement: DesiredSettlementID: Refund my money back and the account closed so that I no longer have to deal with that business. Also to let other consumers know what they get into with that bank.

Business Response:

Dear **. *****,

I have reviewed your complaint filed with the Better Business Bureau (BBB) concerning your account. On behalf of the bank I extend our apology for the inconvenience and frustration you have experienced while attempting to resolve this matter.

In your complaint you state that you were charged amounts other than the monthly account fee even though you had not used your account, causing 
your account to be overdrawn. And when you tried to close your account the bank wanted to charge you a $25.00 closing fee. You want
your money put back into your account and your account closed.

You opened your account on **** *** **** with a $35.05 deposit. The account you opened requires a $9.00 Setup Fee. You also requested a debit card and were therefore assessed a Debit Card Setup Fee of $15.00. Both of these fees were disclosed to you at the time you opened your account. However, we debited your account in error to repay a charged off balance and this caused your account to be overdrawn. This transaction was reversed as soon as we were aware of the error.  

As a courtesy we have refunded all the fees you were charged. And per your request, I have closed your account and waived the Early Closure 
Fee. Please find the enclosed check for the total amount you deposited of $35.05. We regret this issue occurred and hope this will resolve this matter to your satisfaction. If we can assist you further please do not hesitate to contact us.

Sincerely,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/12/2013 Problems with Product/Service | Complaint Details Unavailable
8/9/2013 Problems with Product/Service
8/5/2013 Billing/Collection Issues | Complaint Details Unavailable
8/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On ********** at ****** I was in ********* in ********* making a purchase, and at **** someone was also making a purchase with my debit card in the amount of ****** at ***** ***** and another purchase at **** in the amount of ****** at ******. On ********** I contacted Woodforest about the matter and filed a dispute against the charges, I also filed a police report. I contacted Woodforest two days later to get an update and was told that no one had been assigned the case, which was on **********. On ********** I received a letter that was dated for ********** that the investigation had been concluded and that no error had occurred and that I would not receive a refund. I provided Woodforest with a copy of the police report and I did everything I knew to do. The fact is that my case was never investigated.If I file a report on the **** and call for an update on the **** and I receive a letter dated for the **** how do you close a case and do an investigation in one day.I deserved to have received a full refund and all overdraft fees removed but instead I received a letter from someone that did not do their do diligence to investigate this matter. Every date on the letter that was sent to me is an indication that my case was never reviewed THOROUGHLY. I am hoping to have this resolved and to receive a full refund.

Desired Settlement: I deserve to have a full refund since this is not a charge we authorized anyone to make, and if an investigation had truly taken place we would have received a refund immediately.

Consumer Response:

Better Business Bureau:

This letter is to inform you that Woodforest National Bank has carried out to my satisfaction the resolution it proposed for my complaint, filed on ********* ******** ** and assigned ID *******.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/14/2013 Problems with Product/Service
7/14/2013 Billing/Collection Issues
7/8/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: False misrepresentation of their Bill Pay services. Why would you inform me by email and on my account that a payment I set up has been sent and completed on the date I set for payment to go out when in actuallity the payment wasn't and my account was debited those amounts. If I get an email saying payment sent or I look up my account and the status says complete then your first thought is okay my payment was sent and my account was debited the funds. And the balance my account reflects is the balance after those transactions have been debitted. But as I came to find out later on those funs weren't deducted and the balance I'm under the impression I had wasn't correct. The transactions weren't deducted like I was believed they were, despite receiving emails payment sent and bill pay status complete. And because of the false misrepresntation my account has been over drawn over $500 and messed me up completely of everything else I needed to with my money.

Desired Settlement: If a refund or some sort of compensation can't be down for either all or half my overdrawn amount, then something else needs to occur to keep me as a customer. Not only that but going forward it needs to be clearly presented to current and future bankers how their Bill pay policy works when issuing a check, because all financial institutions don't operate like that. If they say a payment is sent and complete let that be clear that it really isn't until that Merchant receives the check and cash

Business Response:

I have reviewed your complaint filed with the Better Business Bureau (BBB) concerning our bill payment system, and on behalf of the bank extend our apology
for any inconvenience or frustration you have experienced using the service and while attempting to resolve this matter.

In your complaint you state you set up a bill payment and received an alert that we had sent the bill payment, so you assumed it had been deducted
from your account, only to find out later that the bill payment was not deducted from your account. You state this caused your account to be overdrawn.

When you set up a bill payment we attempt to send all of them electronically. Those that clear electronically are processed and funds come out of your account
during processing that day. For the small percentage of bill pay requests that go to merchants not accepting electronic payments, we print a check on your
account and mail it to the payee. Once the payee receives the check, they process your payment and the check will be presented for payment on your account.
If your account does not have the funds to pay the item, it may be returned NSF. In this case you would not have seen a debit to your account for the payment.
If you have not been debited for the money you should consider it an outstanding check, much the same as any check you write to pay a bill. If you set up a bill payment
that must be processed by check, when you do not have the funds, we
mail the check expecting you will be making a deposit before the check is presented
for payment.

For complete details of our bill payment system, login to Online Banking and go to the Service Center, select Online Banking Terms and Conditions then go to the section
on How Bill Pay Works.
As a courtesy I have refunded $96.00 in NSF fees assessed to your account recently for bill payment checks. I apologize for any confusion
you had about the service. We hope this will resolve this matter to your satisfaction. If we can assist you further please do not hesitate to contact us.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have 2 checking accounts and the one that was -$263 was supposed to be closed when it had a $0 balance but was never closed. Now I get paid today and you take $263 from my other checking and I was going to pay my car payment and now I cannot and have no money. I am a single mother of 3 young children and I need my money back ASAP. I am a victim of stolen checks and thats why it is negative and am waiting from those places to reimburse my NSF fees. I need and have to pay my car payment so could you please refund me back the money ASAP.********** ******* **********xxx-xx-xxxx

Desired Settlement: $263 to cover OD fees back into my newer checking account with $11 in it

Business Response:

 



Dear **. *******,

I have reviewed your complaint filed with the Better Business Bureau (BBB) concerning your account, and on behalf of the bank extend our apology for any inconvenience or frustration you may have experienced while attempting to resolve this matter.

In your complaint you state that you had an account that was supposed to be closed when it was a zero balance but it never closed. You state that now your payroll posted to your new account and the bank debited your new  account to cover the overdraft on the first account. You state that your account was overdrawn due to your checkbook being stolen and you were anticipating refunds from the merchants to cover your overdraft.

Your account never closed because items continued to be presented for payment. The branch was waiting for you to provide a police report concerning the theft of your checkbook and at that time would have assisted you in getting the account closed.

As a courtesy, I have refunded the fees you were assessed on your new account that were caused by the transfer and I have closed the first account as you requested. We hope this will resolve this matter to your satisfaction. If we can assist you further please do not hesitate to contact us.
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments:

6/11/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: when opening my account at woodforest bank i signed papers that would protect my account from giong into over draft. woodforest has twice let a business that i used to pay a bill 5 months ago to charge my card again 5 months later when the funds werent available.i have a pet. the funds that were in my account was alloted for pet food.woodforest banks policy of letting a business access my account because i used my debit card for a one time transaction is foul. i do not give anyone or entity eternal access to my account because i used my debit card for a single transaction.in closing the charges should have been rejected and not permitted through due to a lack of funds

Desired Settlement: i want a new debit card without having to pay the 15$ charge. there's no reason that i should have to change accounts & cards because they shouldnt have let the account be over drafted to beegin with.

Business Response:

Attached is our response to the consumer's complaint.

Dear Mr. ****,
 
 
Thank you for taking time to speak with me concerning your complaint filed with the Better Business Bureau (BBB). In your complaint you state that when you opened your account you advised the bank not to authorize debit card transactions that will overdraw your account. However, a company that you gave your debit card to previously is debiting your account without your authorization and causing an overdraft. You want the bank to prevent that from happening and you would like a new card without paying a $15.00 setup fee.
 
 
On behalf of the bank please accept our apology for the inconvenience and frustration you have experienced while attempting to resolve this matter.
 
 
I have confirmed that your account is properly set up per your request, not to authorize Debit card transactions if the funds are not in your account. However, the merchant you are referring to is sending through the transactions without completing a pre-authorization. That results in the transaction coming in to your account before we ever have the opportunity to authorize it. In those rare occasions, you have the right to dispute the transaction, but we do not have a way to prevent the item from paying. As required by Reg. Ewe did not charge your account any fees related to that overdraft.
 
Per our conversation today, I understand that you do not want to dispute the transactions, but do not want others to pay in this manner from that merchant. To accomplish this I am sending you a new Debit card and waiving the setup fee as a courtesy. Per your request I have also updated your account address to the one on this letter.
 
We hope this will resolve this matter to your satisfaction. If we can assist you further please do not hesitate to contact us.
 
 
 

Consumer Response:

 

 

woodforest is still allowing businesses access to my account.

 

i used my card for a one time purchase. i do owe a debt to the company but i havent given anyone continuing access to my account.

 

this conduct by a bank is simply unethical & in some circumstances dangerous in cases of emergency

 

Consumer Response: i used my debit card for a one time transaction at a local business.the business then used my # again w/o my knowledge to collect on a debt i have with them.i called woodforest bank and informed them that i have overdraft protection and that i will choose when & if i can pay my debt to kurts european auto.woodforest bank gave me another debit card and informed me that my funds would now be secure & no one could access them. 0n ********* ***** ******** **** was allowed to withdraw funds from my woodforest bank account thus sending me further into debt and completly depleting my funds.woodforest assured me my funds would be secure upon receiving my new debit card. that was obviously not the truththank youjeff byrd Translate Desired Settlement i want the funds woodforest didnt secure refunded to me Desired Settlement: Replacement

Business Response:

 

WOODFOREST

 

Banking your way...EVERY DAY AND NIGHTf

 

www.woodforest.com

 

 

 

*** *******

Mr. **** ****

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

RE: Better Business
Complaint Case #*******

 

 

Dear Mr. ****,

I have reviewed your complaint filed with the Better Business Bureau (BBB) concerning the debit card transactions on your account, and on behalf of the bank extend our apology for any inconvenience or frustration you may have experienced while attempting to resolve this matter.

In your complaint you state that you previously requested the bank not pay transactions from ***** ******** **** because they were supposed to advise you prior to charging your card and they had not been doing that. You further state that the bank sent you a new debit card in order to prevent further card transactions but more transactions had paid causing you a financial hardship. You request that the money be returned to your account for the transactions. 

We have credited your account for the transactions that posted to your account since your last request to stop these debits. We are returning them to the merchant and that should advise the merchant to stop debiting your account. However, in the event this happens again please contact the bank and we will return any future debits as well.

I apologize for the confusion and frustration you have experienced. We have been unsuccessful in blocking these transactions because the merchant is improperly processing them. We hope this will resolve this matter to your satisfaction. If we can assist you further please do not hesitate to contact us. 

Sincerely,


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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had made a number of purchases using my Woodforest debit card while my account balance was positive and have a snapshot of my online banking to prove it. I had to overdraw my account after these purchases were made, so I know that I should be charged one overdraft fee. However, they have charged me 4 overdraft fees, claiming that the purchases had not yet posted to my account. However, I have the snapshot from my online banking after the account had become overdrawn which clearly shows that the money had been deducted from my available balance before the overdraft was made. I had this same exact issue before with them and they refunded the erroneous overdraft charges. I went to the Allentown branch in the Walmart and spoke with Barb, who informed me that she would contact her district manager and get in touch with me about it. She never called me back after repeated attempts and messages left requesting for her to contact me. They are trying to rip me off for $96.00 and trying to tell me that it's my fault, even though the money had clearly been deducted from my account prior to the overdraft and I can show proof of it. It should not matter whether or not it was in pending status since the money (MY MONEY) was no longer available for me to spend. They took it out immediately after the purchases were made, so there is no reason in the world that they should be trying to charge me for their own system problems. I am extremely aggravated and I have received teerible service thus far in regards to this issue. I already had to pay the overdrafts in full ($128.00, of which I was responsible for $32.00) to restore my account to a positive balance. I deposit thousands of dollars in my account every month and they are trying to penalize me for their own mistakes in processing my debit card transactions.

Desired Settlement: I want the $96.00 in erroneous overdraft charges refunded to my account immediately. This happened before and it was refunded before and I can furnish proof that the purchases that I am being charged overdraft fees for were deducted from my positive balance prior to me overdrafting my account. I should not have to pay $128.00 for one overdraft when the charge for one overdraft is only $32.00. Anywhere else they would call this stealing.

Business Response:

Dear Ms. ******,


I have reviewed your complaint filed with the Better Business Bureau (BBB) concerning the overdraft fees on your account, and on behalf of the bank extend our apology for any inconvenience or frustration you may have experienced while attempting to resolve this matter.

In your complaint you state that you intentionally overdrew your account with your debit card expecting to get one OD fee, but your account was charged four OD fees. When you contacted the bank you were told the first items did not pay until after the last one, causing you to be charged four fees. You state that you do not agree with this and you want three of the fees refunded. 

When you complete a transaction with your debit card we authorize the transaction and update your available balance, the merchant then processes the transaction and we post them the day we receive them.  Unfortunately we do not control the time it takes for a transaction to get to us; but we always post the transaction against your account
the day it is received. When multiple debit card transactions are received the same day, they are posted from smallest
to largest, which ensures you receive the smallest 
possible number of charges. When you see pending transactions subtracted from your available balance in online banking,
that does not mean the transactions have posted. We deduct pending transactions from your available balance to keep you informed
of transactions that have been authorized, but have not yet paid.

On *** *** ****, as a courtesy, two of the fees were refunded after you called
the branch.  I have refunded the third fee as well, you have now only been charged for one transaction as you expected.

 


I apologize for the confusion this has caused and hope this will resolve this matter to your
satisfaction. If we can assist you further please do not hesitate to contact us.




 



 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2013 Problems with Product/Service
5/26/2013 Billing/Collection Issues
5/26/2013 Problems with Product/Service
5/24/2013 Problems with Product/Service
5/19/2013 Problems with Product/Service
4/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my brother has a checking account at this bank he pass away feb. 5th my sister and i went to see them we dealt with a lady named ***. she had us go to the assessors office to fill out paper work she said we had to wait 45 days to get the money my brother had no other family except his sisters when we went back in 45 days she said we filled out the wrong papers which we went back it was the same papers than she went on to say we just needed to get a lawyer which would cost more than he has in his account we just want to get our brother a headstone. i wish my brother had been informed of what would happened if he died its very sad that they want to keep his money.

Desired Settlement: i would like our brothers money to get a headstone for him.not for us but for him.

Consumer Response:

Better Business Bureau:

This letter is to inform you that Woodforest National Bank has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/18/2013 8:17:27 AM and assigned ID *******.

Regards,

***** ***

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/7/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I opened an account a few years ago with this bank because they were open on Sundays since I worked Monday through Saturday and did not have direct deposit. I closed this account in 2009 because they kept charging me fee after fee, excessively. There were multiple charges done through online transactions that I never heard of and was also charged overdraft fees. I complained and wanted to find out how those charges were happening and the people at the bank were very unhelpful. In 2010, I received a check in the mail from Woodforest with a note saying basically, "So sorry, the FDIC says we overcharged you and have to refund this money for excessive fees." Now I find out that this bank has reported me to *********** for over $600! How can this be, if they REFUNDED money to me because they were in the wrong?

Desired Settlement: I want anything that is reported to *********** to be REMOVED immediately. An apology would go a long ways also.

Business Response:

Attached is our response to the consumer's complaint. 

Thank you,

Woodforest National Bank



I have reviewed your complaint filed with the Better Business Bureau (BBB) concerning your prior account with Woodforest National Bank. On behalf of the bank I extend our apology for any inconvenience or frustration you may have experienced while attempting to resolve this matter.
 
 
In your complaint you state that a few years ago you had an account with us and that you closed the account in 2009. In 2010 you received a check from the bank with a letter stating that the bank was refunding certain fees deemed excessive in accordance with our agreement with the Office of the Comptroller of the Currency.  However, now you have discovered that the bank reported your account  to *********** as charged off with an outstanding debt of $600.00 and you believe that to be incorrect, since we mailed you a check. You want the report to *********** removed and an apology.
 
 
You had two accounts with us during 2008 and 2009. You opened your first account, ending in ****, in April 2008. In December 2008 the account was overdrawn and closed per your agreement to repay the overdraft using our Take Charge Repayment. That program allowed you to open a new account, ending in ****, so that you could get a start fresh and repay the overdraft from the prior account in monthly payments. This account was charged off in July 2009 with a negative balance of $844.10.The debt was reported to *********** and *********.
 
 
Both accounts qualified for a rebate of certain fees in accordance with our agreement with the Office of the Comptroller ofthe Currency. We mailed you a notice concerning both account rebates. The account ending in **** received a rebate in the amount of $63.00, and the funds were mailed to you by check. The account ending in **** received a rebate in the amount of $105.00 that was applied to the outstanding debt on the account. We also received several payments from you, the current outstanding balance is now $639.10.
  
 
In an effort to resolve this matter, as a courtesy I have waived $320.00 of the amount outstanding. Once you make payment for the remaining outstanding balance of $319.10 we will gladly update your account record with *********** and *********.
 
 
You may make your payment at any branch location or you may mail the payment to:
 
 
Woodforest National Bank Attn: Charge off Collections
P.O. Box 7489
The Woodlands, TX 77387
 
 
We hope this will resolve this matter to your satisfaction. If we can assist you further please do not hesitate to contact us.
 
 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was informed after money was taken out of my bank account that both bank accounts would be closed. I was in the bank over the weekend and was never made aware of the situation. I call corporate and get treated like trash and pretty much told your screwed. This bank is a joke and a complete waste of time. Your better off somewhere else.

Desired Settlement: I would like for my bank accounts to remain open so i can use them as i need and i would like my money returned.

Business Response:

Attached is our response to the consumer's complaint.

Thank you.

Woodforest National Bank


This letter is in response to the  above referenced complaint filed with the Better Business Bureau by ****** *******. In his complaint, Mr. ******* alleges that money was taken out of his account and he was informed that his accounts would be closed.
 
Mr. ******* is a former employee of Woodforest National Bank (WNB). Due to confidentiality regarding his employment and his accounts, WNB has responded directly to Mr. ******* to explain the status of his accounts and the reason for their closure. The complaint has been reviewed by both WNB's Corporate Security Department and its Legal Department to ensure that the accounts had been handled appropriately considering the circumstances.
 
If you have further questions, please do not hesitate to contact me. Sincerely,
******* ********
Director of Corporate Security Executive Vice President
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to Woodforest to close my check account because of on issue I had with a cd earlier that the District Manager would not resolve. The District Manager was so hateful that closed my cd because I was lied to about the way it was opened up and not per my instructions. I started pulling out my money from my checking account. I went to close my checking account and was told that I had to wait for the check they had me write to withdraw all money from my account to clear and leave a zero balance. Before I could drive all the way back to Woodforest my account had .04 interest applied. On 11/14/12 when I went once again to close my account I was told the system was down but when it came back up they would close my account and mail me the .04. I asked for a copy of the request because I told them I no longer trusted anything they said since they incorrectly did my cd for me previously. The man that waited on me promised me he would close my account and mail me the .04. I have never received the .04 to close out my account in my quicken. I have called 4 times and each time I have been told that a cashier's check has been mailed to me. They called the branch where I closed the account and each time they tell me they mailed me a cashier's check but will mail me another one. I am still waiting on the .04 cashier's check due me. I all lost $67.54 because of there previous mistake. I am due the .04 and expect to receive it. I will also make other complaints to other agencies about Woodforest National Bank sinc they are being unfair to me.

Desired Settlement: I expect to receive the .04 that was in my checking account when I closed it as promised by Woodforest National Bank employee.

Business Response:

Attached is our reponse to the consumer's complaint.

Thank you,

Woodforest National Bank


March 15, 2013
 
 
Ms. ****** ***********
*** ******** ***** ***** *****, TX 76078
 
 
 
RE: Better Business Bureau Complaint Case #*******
 
 
Dear Ms. ***********,
 
 
I have reviewed your complaint filed with the Better Business Bureau (BBB) concerning your closed account, and on behalf of the bank extend our apology for any inconvenience or frustration you may have experienced while attempting to resolve this matter .
 
 
In your complaint you state that you closed your account but later found out that your account had a balance of $0.04. You went to the branch to get the funds and were told the system was down and they would mail you a check for the closing $0.04. However, you never received the funds and when you called to inquire why were told the check was in the mail.
 
 
I researched your account and confirmed that a check was mailed to you in the amount of $0.04 to correct this error.You should have received it by the time you get this letter. If you have not, please call me directly at 832-375-2218 and Iwill take the necessary steps to ensure you do.
 
 
We hope this will resolve this matter to your satisfaction . If we can assist you further please do not hesitate to contact us.
 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They lied about holding my wife and my checks. We have not been abke to access our money for a month.

Desired Settlement: Give me my money or return my checks.

Business Response:

Attached is our response to the consumer's complaint.

Thank you,

Woodforest National Bank


March 8, 2013
 
  
Re: BBB Case #*******
 
Dear Mr. ****:
 
This letter is in response to the above referenced complaint filed with the Better Business Bureau. In your complaint you assert that The Bank had been holding your funds for a month without giving you access to any of the funds.
 
Let me first assure you that, as of this date, the funds from your deposits have all been made available to you, and the referenced holds were released earlier than originally disclosed. We apologize for the inconvenience this delayed availability has caused you and for any confusion that was created by our disclosures.
 
We completed a detailed review of your account history and found that all holds placed were appropriate for a new account, and comply with federal banking regulations. On March 2, 2013, in a standard review of all new account activity, it was determined that an exception hold should be placed on the check you deposited the prior day due to the account relationship being less than 30 days old and no prior history of the check. Accordingly, a seven business day delay was applied for the amount of the check and a Notice of Delayed Availability was mailed to you advising you that the funds would not be available until March 13, 2013. On March 6, 2013, Woodforest National Bank was able to confirm that the check had cleared the paying bank, the hold was released and you were able to access the funds.
 
Woodforest National Bank strives to give all customers access to their deposited funds  as quickly as possible. While most deposited items receive immediate availability, some exception holds are placed to protect both The Bank and  the customer from the inconvenience and loss exposure associated with a returned item. We sincerely apologize for the inconvenience these delays caused.
 
If you have further questions, please do not hesitate to contact me.
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They let someone take money out my account, and they wouldn't do anything about it.

Desired Settlement: I feel like they should put my money back into my account.

Consumer Response:

Better Business Bureau:

This letter is to inform you that Woodforest National Bank has carried out to my satisfaction the resolution it proposed for my complaint, filed on 3/19/2013 8:10:23 AM and assigned ID *******.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In April 2012, approximately 40 endorsed checks were presented to Woodforest National Bank ("the bank") to be cashed. The bank paid out on 20 checks and held funds for the remaining 19 checks insisting that affidavits be provided before the money would be released. We were advised to obtain 9 affidavits at which point, the bank would release all the funds. Of the 9 affidavits presented, the bank accepted only three, and released funds associated with just those three affidavits. After several months, the bank issued cashier's checks made payable to the original payees of the remaining checks. We have requested the bank provide us with the original checks that were presented to them back in April, so they can be presented to another bank to be cashed. The cashier's checks will require us to obtain yet more signatures from the original payess (a third attempt at getting signatures). The bank continues to hold the outstanding balance and will not release the funds. The cashier's checks have since expired and the money remains with the bank.

Desired Settlement: Issue a check for the remaining amount that the bank is holding to me personally instead of to the orginal payees.

Business Response:

Attached is our repsonse to the consumer's complaint.

Thank you,

Woodforest National Bank




Re: ***** ******** OCC Complaint- OMB Control No.********* ("Complaint");

To Whom It May Concern:
I am Associate Legal Counsel for Woodforest National Bank and please find this
correspondence as Woodforest's official response to the Complaint submitted by Mr. ***** ******** to the Office of the Comptroller of the Currency ("OCC").
 
On April2, 2012, Mr. ******** deposited thirty-nine (39) insurance checks on behalf of his company, ******** ************ ("********"). It is important and relevant to note that Woodforest was ordered to hold all thirty-nine (39) checks, totaling $326,054.68, that were deposited on April2, 2012 pursuant to a court order received by the Bank concerning ******** ************. Mr. ******** was aware of this order as ******** was engaged in a litigation matter where the funds were at issue. Woodforest did not receive an order to release these funds to Mr. ******** until May 16, 2012. At this time, Woodforest released $227,521.28, funds of twenty (20) checks made payable solely to ********, to Mr. ********. The remaining nineteen (19) checks, totaling $98,533.40, remained on hold due to the bank's inability to verify the payee endorsements present on these particular checks at the time of deposit. It was for this reason, and this reason alone, that Woodforest delayed the availability of the nineteen (19) checks totaling $98,533.40 after May 16, 2012.
 
I personally spoke to both Mr. ******** and his attorney and explained the endorsement concerns to both of them. In a show of good faith, and for the purpose of allowing Mr. ******** access to his funds, Woodforest suggested that if Mr. ******** was able to obtain a notarized affidavit from each unidentified payee, which would provide their assent to Mr. ******** having authority to negotiate their specific check, the bank could accept said affidavit in lieu of an official verified endorsement. Mr. ******** and his attorney both agreed that this would be an agreeable solution.
 
Woodforest received three (3) completed affidavits with all necessary payee signatures and six (6) incomplete affidavits, where a payee's signature was either missing or not included. Without the endorsement of all of the payees named on the check(s), Woodforest would have no way of verifying whether said payee consented to the item(s) being negotiated. On July 15, 2012, and upon receipt of the three (3) completed affidavits, Woodforest released $40,965.87 to Mr. ********, which was the amount of the checks related to the three (3) completed affidavits. Unfortunately, Woodforest was still unable to release funds ofthe checks related to the incomplete affidavits ($57,567.53) as Woodforest still did not possess the appropriate verified endorsements.
 
Mr. ******** further states in the Complaint that he would have to approach the payees and make "a third attempt at getting signatures". During a conversation with Mr. ******** in August 2012, he stated that another financial institution would have accepted the remaining checks without the endorsements required by Woodforest. Woodforest, again in an effort to assist Mr. ********, offered the issuance of Woodforest Cashier's Checks made payable to the original payees of the remaining checks and in their original amounts so Mr. ******** could take these Woodforest Cashier's Checks to the financial institution he previously referenced for negotiation. Mr. ******** agreed this would be an appropriate solution. Woodforest never stated that Mr. ******** would have to come back to Woodforest to negotiate these cashier's checks as they were verified funds and negotiable at any financial institution. On August 22, 2012, cashier's checks, totaling the final amount of $57,567.53, were issued and made payable to the same named payees as the checks were originally. The cashier's checks were picked up by Mr. ******** on August 23, 2012. This was the final interaction Woodforest had with Mr. ******** until the receipt of the Complaint.
 
Woodforest apologizes for any inconvenience Mr. ******** experienced but it is our hope that after reading this Response, Mr. ******** can understand the importance of Woodforest ensuring proper endorsement on all items received. IfWoodforest accepted these items without verifying all of the endorsements thereon, it would risk exposing itself to possible legal liability from any payees who may not have assented to their checks being negotiated by Mr. ********. Since there was no way of verifying the signatures of the payees, due to the checks being endorsed outside ofthe presence of Woodforest officials, Woodforest was unwilling to take the risk of negotiating such high dollar checks, without assurances from all payees that their checks were properly endorsed over to Mr. ********. Woodforest was in constant communication with Mr. ******** regarding the checks and did everything in its power to assist Mr. ******** in obtaining these verified endorsements. It is Woodforest's position that any delay or inconvenience experienced by Mr. ******** was purely for the reasons stated above, not in bad faith and not for the purpose of intentional delay. Since Mr. ******** alleges the Cashier's Checks he received have expired, Woodforest, in a show of good faith, is willing to reissue identical Cashier's Check for every Cashier's Check that has either expired or has not been negotiated. Please feel free to let us know ifwe can be of further assistance.
 
 
Kind Regards,
 
 
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

While I appreciate Mr. *******'s offer to reissue the cashier's checks, this does not resolve the matter.  By issuing cashier's checks made payable to the original payees, this requires that I go back to the homeowners, yet again, to obtain their signatures.  This will be a third time that I will have approached these individuals in a year.  This places my business in a negative light from the customer's perspective; all because of Woodforest's requests. 

Mr. ******* mentions that my company was involved in a litigation matter.  My company was involved in an attempted malicious takeover suit that was resolved some time back.  It was determined that the checks (and funds) presented to Woodforest rightfully belonged to my company and I am entitled to receive the money that I worked so hard at earning.  The order to withhold funds should never have been placed on the account and since then, Woodforest did receive notification that the temporary protective order was lifted.  This is evidenced by the fact that Woodforest did release most (nearly 83%) of the funds, thus far.  Additionally, Mr. ******* confirms he received the order to release funds in May.  The order/law suit are separate matters from the instant case, and if we look at it based solely upon Mr. *******'s reasoning, has nothing to do with requesting me to obtain affidavits.  It is my stand that Mr. ******* brings it up only to color the BBB's opinion of my company negatively. 

It should be noted, I had requested Mr. ******* to return the original checks that I had presented to the bank so that I could take them elsewhere to be cashed, but he has refused to provide them to me.  Likely because Woodforest has presented them to the original issuing bank and has received payment for the same.  This means Woodforest has had the benefit of using money owed to me for one year without paying a single dime of interest.  Furthermore, there were no challenges to any of the checks, thereby confirming the validity of the same. 

I ask that a cashier's check be made payable to me personally for the remaining amount of $57,567.53, to resolve this matter.  At this point, there appears to be no further liability on Woodforest's part, since the checks have cleared the other banks without incident.  

Regards,

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


 

 

Business Response:

Attached is our response to the consumer's complaint.

Thank you,

Woodforest National Bank




Re: ***** ******** BBB Complaint- Complaint ID ******* ("Complaint");

To Whom It May Concern:
I am Associate Legal Counsel for Woodforest National Bank and please find this
correspondence as Woodforest's official second response to the Complaint submitted by Mr. ***** ******** to the Better Business Bureau ("BBB").
 
First, it is important to mention that Woodforest does not possess negative feelings about Mr. ********, or his business, and does not intend this Response to project as such. Woodforest strives to provide the best possible customer service for its customers, and when necessary, is open in attempting any and all viable solutions to properly assist its customers. This situation with Mr. ******** is no different.
 
Woodforest is unsure of how Mr. ******** is arriving at the conclusion that obtaining proper endorsements on the remaining checks in question would be the "third time" that he would have approached the payees named therein. If the proper endorsements ofthe payees were present on the checks in question upon original presentment to Woodforest, or upon the affidavits requested by Woodforest post presentment, the Bank would have negotiated the items immediately without question or concern. Unfortunately, Woodforest was never at any time provided proper payee endorsements by Mr. ******** on the remaining items in question. Mr. ******** agreed that the affidavits, and eventually the Cashier's Checks, would be an appropriate solution considering he was unable/unwilling to obtain these missing endorsements. It is for this reason, and this reason alone, that the Bank provided Mr. ******** with Woodforest Cashier's Checks totaling the fjnal amount of $57,567.53 made payable to the same named payees as the checks in question were originally.
 
Woodforest continues to apologize for any inconvenience Mr. ******** experienced but it is our hope that after reading this second Response, that Mr. ******** can understand the importance of Woodforest ensuring proper endorsement on all items received. Mr. ******** states in his Complaint that "there appears to be no further liability on Woodforest's part, since the checks have cleared the other banks without incident." This is simply not true. lf Woodforest accepted these items without verifying all of the endorsements thereon, it would risk exposing itself to possible legal liability from any payees who may not have assented to their checks being negotiated by Mr. ********. Banks remain liable to a Payee regarding their endorsement, or lack thereof, on any item for five (5) years post negotiation. Since there was no way of verifying the signatures of the payees, due to the checks being endorsed outside of the presence of Woodforest officials, Woodforest was unwilling to take the risk of negotiating such high dollar checks (totaling $57,567.53), without assurances from all payees that their checks were properly endorsed over to Mr. ********. Woodforest was in constant communication with Mr. ******** regarding the checks and did everything in its power to assist Mr. ******** in obtaining these verified endorsements. It is Woodforest's position that any delay or inconvenience experienced by  Mr. ******** was purely for the reasons stated above, not in bad faith and not for the purpose of intentional delay. Woodforest, in a show of good faith, is still willing to reissue identical Cashier's Check for every Cashier's Check that has either expired and/or has not been negotiated but is unwilling to incur legal risk by accepting the deposit of items that are missing appropriate payee endorsements. If Mr. ******** obtains these endorsements, or obtains the appropriate signatures on the provided affidavits, Woodforest will be happy to negotiate these items for Mr. ********. Please feel free to let us know if we can be of further assistance.
 
 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 19, 2012 my live in girlfriend ordered what was suppose to be a free sample of some beauty/diet products (she was to pay a small shipping fee for each of these products). On December 2,2012 these crooks billed my account for $169.86 and caused me to incur a $32.00 over draft protection fee for product she didn't order or receive. I disputed the charges when they appeared on my account. On January 18,2013 Woodforest informed me that they found no error and would pay the charges. I have filed a complaint with the Delaware Attorney General Office of consumer protection on this day against *********(888-********)and ********** (888-********). Woodforest bank from all I can determine always finds in favor of a business. I don't appreciate what is laughingly suppose to be my bank assisting crooks in stealing money from me,a 100% disabled (service connected) veteran.

Desired Settlement: I want woodforest to refund my money and stop aiding and abetting the crooks who are trying to rob me blind.

Business Response:

Attached is our response to the consumer's complaint.

Thank you,

Woodforest National Bank



February 1, 2013
 
 
 
 
***** ****** **** *** ***** **** **** Reidsville, NC 27230
 
 
 
 
Re: BBB Case *******
 
 
 
Dear Mr. ****,
 
1 have reviewed your complaint filed with the Better Business Bureau regarding your dispute for unauthorized transactions from ********* and ********** totaling $169.86, and on behalf of the bank extend our apology for any inconvenience or frustration you may have experienced while attempting to resolve this matter.
 
You state in your complaint that your girlfriend, also the co-owner on your account, ordered a free sample of some products on November 19, 2012 and would be charged a small shipping fee for each of the items.  You also state that on December 2, 2012 your account was charged 169.86 so you filed a dispute for the charges, and on January 18th you were notified that no error had occurred and the charges would be paid.
 
On December 17th ********* ***** filed a dispute for a claim unauthorized activity on her Woodforest Debit Card. Six transactions totaling $339.76 were disputed. On December 20th your account was provisionally credited for the disputed transactions, along with one overdraft fee that was assessed as a result of these transactions.  The transactions were charged back to the merchant. On January 18th two merchants refused the charges and provided information regarding the purchases. ********** and ********* provided information indicating ********* accepted the terms and conditions of a 14 day trial for ******* ******* and **** ****. The initial trials were to be charged a shipping fee of $4.95 and $4.94. The product was shipped to your address on file with the bank. The terms and conditions stated that if the membership was not cancelled within 14 days and the product returned, the card would be charged for the full price of the product. There was no notice of cancellation and product has not been returned, so the card was charged $79.98 and $79.99. Due to these reasons the merchant refused to accept the charge back of the transactions. We sent you a letter on January 18th informing you that the provisionally credited funds for four transactions totaling $169.86, and the $32.00 fee, would be reversed five business days from the date of the notice.
 
We appreciate your customer relationship and we regret that we are unable to assist you in getting a refund. When ********* accepted the terms and conditions of the trial, she authorized the payments. Once you authorize a transaction we have no basis on which we can demand refund, we can only request a refund from the merchant on your behalf. In this case the merchant refused our request. This is a dispute between you and ********** and *********; we recommend you contact them to find a solution.  If we can assist you further, please do not hesitate to contact us.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** ****


I have spoken with the consumer protection divisons of the North Carolina , Delaware and Pennsylvania  Attorney Generals offices and find that this is a scam .   While giving a Delaware address and phone number the Delaware Attorney Generals Office tells me that these scum bags are actually in Wisconsin and that in Delaware alone there are a staggering amount of complaints againts these theives.  After further investatation on the internet the complaints against these theives are coming from all areas of the country. Toworrow I will speak with Senator *** ***** and Senator ******* **** office to gain insight to enable me to lodge a complaint with the United States Senates Banking Sub-committee. The time for one set of theives (bankers) to help another set of theives (unscrupulous internet business operators) steal from niave  americans is past. If Woodforest  considers there actions to be fair and proper I no longer intend to do business with them. If they will agree to let me  me cash in my certificate of deposits without penalty, I will gladly part company with them. Otherwise look for ******** updates and several locate news outlets who have shown enough interest to schedule a interview with there investigative reporter about this 100% service connected veteran being screwed. It doesn't take a genesis to know this is wrong. Have a nice day!                                     

 

Business Response:

Attached is our response to the consumer's complaint.

Thank you.

Woodforest National Bank


Mr. ***** ****** **** ******** **** **** Reidsville, NC 27230
 
 
 
RE: Better Business Bureau Complaint Case #*******
 
 
Dear Mr. ****,
 
 
I have received your response to our letter concerning your complaint about several debit card transactions on your account. I appreciate your position and understand you feel scammed by this company. Please be assured that the bank was not involved in your transaction with this merchant and we did not benefit from the transaction . We merely processed the payment on your account as authorized by ********* ***** a joint owner on the account. Once payment was made we no longer had the funds or the ability to retrieve them. As a courtesy we have refunded the $32.00 fee you were assessed due to these transactions.
 
 
Unfortunately, when you accepted the merchants terms online, ordered their product, and then authorized the payment to the merchant, as in this case, the bank cannot assist you beyond filing a claim on your behalf through the card network. We made an attempt to get your funds back from the merchant, but the merchant denied the claim we submitted,citing that they had a contractual  agreement with you. You may have a legal remedy available to dispute the terms of their agreement but we are not qualified to make that determination.
 
 
In your complaint you state that you intend to close your accounts with us due to this merchant's actions, if we will agree to waive the penalty on your certificate of deposit. While we do not want to lose your account, if you still intend to withdraw your certificate of deposit early, we will waive the penalty as a courtesy.
 
 
We regret we have no mechanism to assist you further but encourage you to pursue a legal remedy to this matter with the merchant. If we can assist you further please do not hesitate to contact us.
 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: see Attached document


RE: ACCOUNT #**********
Woodforest National Bank
 
 
To Whom It May Concern:
 
I established tha above bank account with Woodforest National Bank mid-2011. My debit card,was stolen and
I report the theft immedLately to protect unauthoried transactions against my bank account.
 
The theft was report to the Houston Police Department and I was provided a police case number. This theft bas resulted in $500.00 plus in overdrafts.
 
 
 
 

Desired Settlement: see Attached document


However, my bank refuses to assist me recover the loss protected  against my  debt card. Please assist me with this matter.  Thank  you!
 

Business Response:

Atatched is our response to the consumer's complaint.

 

Thank you,

Woodforest National Bank


 
 
 
Re: BBB Complaint Dear Ms. ******,
1  have reviewed your complaint filed with the BBB regarding your dispute of transactions which you
claimed to be unauthorized, and on behalf of the bank extend our apology for any inconvenience or frustration you may have experienced while attempting to resolve this matter.
 
Based upon the information provided in your original dispute claim, your claim was declined.  In the original dispute claim you indicated that your card was lost and your PIN was not kept with your card. Upon review of your transaction history, we found that the disputed transactions were authenticated by entering your PIN, therefore, we had a reasonable belief that you had possession of your card and the transactions were in fact authorized.
 
After receiving additional information from you during our phone conversation on January 25th, we reopened your case. After reviewing the new information and in consideration of your good account relationship, we have processed a credit to your account in the amount of $381.97, along with all the related fees in the amount of $184.00.
 
I hope this has resolved this matter to your satisfaction.  If I can be of further assistance, please do not hesitate to contact me.
 
Sincerely,
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: About three years ago, I was living in north Carolina with my boyfriend at the time, and we opened a joint checking account with woodforest bank. We eventually ended up separating, and I planned on moving back home to illinois. We went to the branch that we had opened our account at, and explained that we needed my name to be taken off the account. The man that we spoke with said that would not a problem and he would help us get that taken care of. By the time we left, we were under the impression that my name had been removed from the account. I moved back to Illinois, and didn't hear anything else about it, until recently. My fianc and I went to a woodforest bank in round lake Illinois, and told them that we would like to open a joint checking account together. We took all the necessary steps, and successfully opened the account. The next day, we both received a phone call from the branch manager at the bank we had just opened our account at. My fianc took the call, and the man said that I had an outstanding account with them, and that my name would have to be taken off the account. I called them back and explained what had happened, and that my name had been taken off that account. I was told that the only that could have happened, was for the account to be closed. I told him I was never informed of this, and that I had been told my name was removed from the account. He then told me that my name could remain on the account, but that there was a 50/50 chance that money would be taken out of my new account, to pay for the outstanding account that I was not even aware I had. I then called the customer service number, and spoke with a manager. I explained the situation, and I told her that the employee I spoke with must have made a mistake, because he told me my name was removed from the account, so I did not feel I should be responsible for a mistake that was made by one of their employees. She told me that there was nothing she could do about it even though it was his mistake.

Desired Settlement: I would like my name to be removed to be removed from the outstanding charges. I was not aware my name was still on the account, and I was in Illinois with no access to the account, and I was not responsible for the negative charges that were made. If I would have been told the proper policy by their employee, I would have closed the account at that time. The account had a positive balance at the time I requested my name be removed, so I don't feel I should be responsible for their mistake.

Consumer Response:

Better Business Bureau:

This letter is to inform you that Woodforest National Bank has carried out to my satisfaction the resolution it proposed for my complaint, filed on ******** 2:19:16 PM and assigned ID *******.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Woodforest bank is the worst bank I ever banked with in my life. I took out a payday loan with a company using my checking account with Woodforest. The company deposits the money into my account and when it was time for me to pay back the loan, I payed back the loan using the cash method, not using my account. I called Woodforest to have them process a permanent stop payment on my account because I paid back the loan using the cash method not my checking account. They told me they would process the stop payment on my account. Two weeks go by and the company tries to draft two payments out of my Woodforest account. The two payments are returned (because the money wasn't in the account) charging me two 32 dollar return check fees. I call Woodforest once more to ask them what happen to stop payment on the account and they tell me "O, we processed the stop payment as a one time stop payment". This made no sense to me so I asked them even if it was a one time stop payment why did you all charge me the 32 dollar fee. The payment should not have went through from the beginning because they told me they would process the stop payment. They place me on hold for 15 mins just to get back on the line to say they would make sure they process a permanent stop payment on my account. They never did the stop payment and this same process goes on for two months racking up 416 dollars in return check fees for something i tried to prevent. The last time spoke to one of there representatives they told me that I have to fax over proof that I paid back the loan so I ask if I show proof that it was paid, will they take off all the fees? she tells me no and tries to give a settlement to pay to bring my account to a positive balance (something else that makes absolutely no sense). What is the purpose of doing a stop payment on an account if the bank lets the payment go through and then charge you a fee. Worst bank in the country. I wouldn't recommend this bank to anyone. They are all about scamming people out of money.

Desired Settlement: Just want fees to be refunded due to no authorization on account.

Business Response:

Attached is our response to the consumer's complaint.

Thank you,

Woodforest National Bank



January 3, 2013
 
 
 
 
Mr. **** *********
**** ***** *******Charlotte, NC 28212
 
 
 
 
RE: Better Business Bureau Complaint Case #*******
 
 
Dear Mr. *********,
 
 
I have reviewed your complaint filed with the Better Business Bureau (BBB) concerning stop payments placed on payday lender debits on your account, and on behalf of the bank extend our apology for any inconvenience or frustration you may have experienced while attempting to resolve this matter.
 
 
In your complaint you state that you took out a loan at a payday lender and when it became due, you paid them with cash. However, they attempted to debit your account causing you to be assessed NSF fees. You then called the bank to stop payment on the transactions. You state that when you placed the stops you wanted them to be lifetime stop payments, but the bank placed one time stops and charged you a fee for the stop. Now you have been charged numerous fees for the items the payday lender continues to send to your account and you want all the related fees refunded.
 
 
Our records indicate that you contacted our call center on December 19, 2012 to request we place a stop payment on these items, however, when we disclosed the stop payment fee you chose not to complete them. Then you spoke to a branch employee on December 20, 2012 and placed a stop payment on 4 items. The branch waived the stop payment fee on two and assessed the standard fee of
$35.00 on the other two. They were placed as one time stop payments as you stated.
 
 
The NSF fees assessed to your account were for items presented for payment prior to the date of the stop payments.No fees have been assessed to your account for these items since you placed the stop payments. Placing a stop on an item does not alleviate fees previously assessed. You stated that you had paid by other means; we recommend you contact the company and revoke your authorization as well.
 
 
As a courtesy and in an effort to resolve this matter to your satisfaction, I have refunded all the fees assessed on the items from these two companies, totaling $320.00. The remaining fees were assessed on checks that were presented for payment but were NSF. Your account has been overdrawn since
 
November 21, 2012 before the payday debits were presented. Your account balance is now ($297.36). Please make a deposit to bring your account to a positive balance at your earliest convenience.
 
 
We hope this will resolve this matter to your satisfaction .If we can assist you further please do not hesitate to contact us.
 
 
 
 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On ********** I ******* **** called Woodforest National Bank Corporate Office. I request to talk to a Supervisor in reference to my Bank Acct. I Spoken to ****, I told **** that I would need to settle my Account and If I was to settle it in full would they remove it off of Chex Systems. **** stated that If I paid it in full that would remove it off of Chex System within 24 Hours I then ask **** If he can send or fax me over a letter in writing, **** replied that they do not send out letters and I can give him a call back to make sure that it was done. On this day ******* ** **** I contact Customer Service and spoke to the supervisor David and I told him that I was told that they will remove this information from Chex System I also stated that they are not allowed to tell me that they was going to remove it from Chex System and they didn't. I also told David that I was going to file a complaint with Bureau of Consumer Credit Protection. He stated that he was going to turn this over to his Regional Manager and they will contact me.

Desired Settlement: I would like them to honor what they told me, If I pay it in full they would remove it from Chex Systems.

Business Response:

Attached is our response to the consumer's complaint.

Thank you.

Woodforest National Bank

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/13/2013 Billing/Collection Issues
1/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The representatives at the ******** ***** ******* branch of this bank have given me false information over and over in an attempt to prolong my business and not go to another bank. Example: ******* (associate) told me upon opening my account that 1 year of business with the account in good standing would eliminate any monthly fees. This was a ploy to entice me to open the account. One year later when I inquired about having the monthly fees removed I was called a liar and told that ******* never said that and I just had to deal with it. I have a witness who was with me when I opened the account, who heard this false information. Despite the clear lack of business conscience from this branch, I have continued to be a good customer who has kept my account in good standing since 2009. The employees at this branch market "payday" loans by means of overdrafting an account, incurring a $34 fee to be paid back. Recently, an unauthorized charge hit my account, was dropped off and then came back, causing my account to go into the negative. Even the quickest review of my account will prove that I have a very good handle on my balance at any given time and would not incur the 8 or more overdraft charges caused by this transaction, however, I was told by the branch that I had to deal with it and manage my money better.I will never do business with this institution again.

Desired Settlement: Refund of all overdraft charges caused by the unauthorized transaction.Closing of account at a zero balance, after all charges have been removed.

Business Response:

Attached is our response to the consumer's complaint.

Thank you,

Woodforest National Bank

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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