Bank sent payment of a **** thru "**** payment" system unauthorized, then sent payment to my address. I gave it to electric company, bank returned it
I have used their **** payment system in the past to pay electric, car payment, dish ****, ******* furniture. I quit using it because they paid a couple of these twice in one month a couple of months ago & wouldn't admit it or refund the amounts. So at that time, I had to borrow money from my grandparents to make it thru the month. I am on social security disability. My income is limited. This month, they sent a payment of $165 to my address made out to **********. There was no letter attached to it. I gave it to **********, they credited my electric **** for $165. Southern Community Bank then returned the check as NSF. I had already paid my electric **** this month for $171. I did not request an additional payment be made. So, I was charged a NSF charge by Southern Community of $25 PLUS it put my account in the negative more than $120. Also ********** charged me a return check fee of $30. On top of that, I had to cancel my automatic draft of my car insurance which was about to come out with **** which took away my monthly discount of $14. I didnt want to be charged NSF again. When Southern Community bank called me about the check, I asked them if they had looked at it closely because THEY sent the check but I never authorized it. I no longer write checks because of this bank. I was hung up on by two associates of this bank.. Bank manager of Tullahoma location called me back to tell me that after researching, they would NOT give me the $25 NSF back. They sent the payment to the WRONG address. He stated this was my fault. I am beside myself with anguish over this situation because I keep letting them screw up my account without saying anything. I am put out a lot of money because of their mistakes....I don't have extra funds to be paying for their mistakes. After getting angry with the bank manager, we ended the call. He called back 10 minutes later to tell me he was sending me a letter forcing me to close my account within 10 days... I've been running around trying to get a new bank, change my direct deposit with social security, let my billing companies know that the account is going to close, & trying to settle this mess and avoid return charges and late fees. All of this while trying to get a 5 year old to school and back, raise him all alone, take care of my health due to my 4 different disabilities, AND borrow money from my family to pay the electric company for the returned check fee plus a month of service the (BANK paid by mistake then returned) to avoid service interruption. I have lost sleep, money, gas, and peace of mind. It feels like they won't listen because I am disabled. Account number with Southern Community bank is XXXXXXX. This took place on Tuesday, April 21, 2015.
I want the $165 that was sent to my address. I want the $30 returned check fee I was charged by **** ***** Utilities. I want the NSF charge of $25 charged to me by Southern Community bank for a check THEY sent out from my account unauthorized. And I want the monthly discount if $14/ month for remainder of policy thru December 2015 because I had to cancel my auto draft for car insurance to avoid additional NSF charges and late fees. Total reimbursement of $332.
We appreciate all feedback from our customers in regards to their experience with Southern Community Bank. It is always our highest priority to provide the top level of service and truly be a bank "unlike all the rest." In an effort to remedy the situation, we have worked with this customer to resolve the issue and have done everything within our power to offer an immediate resolution. The fees in question from both Southern Community Bank and ********** Utilities have been refunded and credited back to the customer's account. Customer was contacted and notified of this resolution, of which she accepted and was appreciative.
In regards to the customer being asked to close her account a letter was sent allowing her thirty (30) days to close the account. An explanation was also given that this request was not made due to the **** pay issue or fees incurred but due to the verbally abusive language that was directed toward the bank and more specifically our employees. Our employees are not expected to tolerate verbal abuse or inappropriate language and therefore are permitted to politely end the call if discussions get to such a point. We strive to offer the best customer service possible and are always willing to work with any customer to resolve conflicts or disputes that may arise in a polite and professional manner.