Complaint Category: None of the Above - Refund or Exchange Complaint Issue
Complaint: I am filing a complaint about fees 1st Source Bank has charged me.
To Whom It May Concern:
I have been a member of 1st Source bank since January 2008. I do not use this account (XXXXXXXX) often and I mainly signed up to have a checking account for ebay. In November 2011, 1st Source started charging their customers $**** per month to have a paper statement sent via mail. I did not pay close attention to my statements and by the time I noticed the fees, it was February 2012 and $***** was already taken out of my account. I signed up for E-statements in February 2012 to avoid these ridiculous charges. In March 2012, I received another paper statement in the mail with another $**** charge. When I contacted 1st Source, they stated that I had gone on-line to sign up for E-statements, but did not hit the "confirm" button. I went back on-line, signed up for E-statements, hit "confirm" and they waived the $**** fee for the month of March 2012.
I do not use this account often and I mainly signed up to have a checking account for ebay.
On April 19, 2013, I received a paper statement from 1st Source with fees totaling $10.00. They not only charged me a "dormant fee" for not accessing my account, but also discontinued my E-statements and charged me $**** to send a paper statement. I contacted my branch in Granger IN at XXX-XXX-XXXX and was told by a teller that she would talk to her manger about what they could do to waive these ridiculous fees. The teller returned my call about an hour later and informed me that they were unwilling to waive these fees. I went to the branch and closed my account.
I believe what 1st Source Bank is doing to their customers is wrong. I never received any notification that my account would start accruing charges. If I had, I would have closed the account down before they started withdrawing money from my account. I am contacting the Better Business Bureau to file a complaint.
If you have any questions, please contact me at XXX-XXX-XXXX or email at *****@sbcglobal.net
Business' Initial Response
I received a copy of your Better Business Bureau complaint toward 1st Source Bank, our Granger Martins office, and our fees.
First of all, let me say I'm sorry we were not able to resolve your fee concerns to your satisfaction, certainly our desire is to find mutually satisfactory outcomes whenever possible. Without the benefit of speaking with you, from what the BBB report states, you seemed to have a very legitimate complaint regarding the $**. fee. (particularly in light of the fact that we had addressed the fees in Feb/March of 2012, and we both likely thought things were resolved with the e-statement).
From my perspective reading through your complaint, there really are at least two issues:
1. The fees
2. Our employees response to you - how we handled your question.
I have spoken with ***********, in our branch administration area regarding why this most recent $**. fee 'was assessed' to you. According to our records, your account was 'inactive' for the previous 12 months, thus the dormancy fee - while you may not agree with it, this is a legitimate fee assessed for inactivity on an account. The paper statement that was generated (when you had signed up for e-statements) is a puzzler to us that we are still researching.
I've also spoke with ***********, our Banking Center Manager at our Granger & Granger Martins Banking Centers, and she has/is digging into this further. She was not involved initially with your fee waiver request, and is speaking with various staff members who you may have interacted with. We have identified who assisted you when you came into the branch and closed the account. Regardless, ***** and I are both disappointed and apologize for how your concern was handled by our staff. We empower and depend on all of our people, myself included, to treat people with integrity and respect, give 'straight talk and sound advice' and always 'keep your best interest in mind'. Clearly, we failed you in how we handled your situation - please accept our apology, and offer to discuss with you in person, or over the phone.
I would like to discuss this further with you, if you desire. I can be reached at either of the numbers below, please feel free to contact my cell number, on which I can be reached 24/7.
Thank you, I look forward to hearing from you, and trust we can resolve this issue.
Manager of Central Region
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.