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BBB Accredited Business since

Somerset Trust Company

Additional Locations

Phone: (814) 443-9200 Fax: (814) 443-9220 View Additional Phone Numbers 151 W Main St, Somerset, PA 15501 http://www.somersettrust.com

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Description

Bank

BBB Accreditation

A BBB Accredited Business since

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

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

Reason for Rating

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

Factors that raised the rating for Somerset Trust Company include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 3 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

3 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 2
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 3

Additional Information

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BBB file opened: June 27, 2005 Business started: 01/01/1889 Business incorporated: 06/03/2000 in PA
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:

Pennsylvania Department of Banking and Securities
17 N Second Street, Suite 1300, Harrisburg PA 17101
http://www.banking.state.pa.us
Phone Number: 800-722-2657
Fax Number: 717-787-8773

Type of Entity

Corporation

Business Management
Mr. G Henry Cook, President Mr. Roberta A. Lohr, Marketing Director
Contact Information
Principal: Mr. G Henry Cook, President
Business Category

BANKS FINANCIAL PLANNING CONSULTANTS INVESTMENT ADVISORY SERVICE LOANS LOANS-SMALL BUSINESS CONSUMER FINANCE & LOAN CO. MONEY ORDERS & TRANSFERS MORTGAGE BROKERS RETIREMENT PLANNING SERVICE FINANCIAL SERVICES MORTGAGE BANKERS ESTATE PLANNING & MANAGEMENT

Industry Tips
Mortgage - New Laws

Additional Locations

  • 116 Market St

    Johnstown, PA 15901 (814) 443-9200

  • 1416 Scalp Ave

    Johnstown, PA 15904 (814) 443-9200

  • 151 Center St

    Meyersdale, PA 15552 (814) 443-9200

  • 151 W Main St

    Somerset, PA 15501 (814) 443-9200

  • 1614 N Center Ave

    Somerset, PA 15501 (814) 443-9200

  • 316 Georgian Pl

    Somerset, PA 15501 (814) 443-9200

  • 344 Goucher St

    Johnstown, PA 15905 (814) 443-9200

  • 4185 Glades Pike

    Somerset, PA 15501 (814) 443-9200

  • 420 Main St

    Berlin, PA 15530 (814) 443-9200

  • 612 Logan Pl

    Confluence, PA 15424 (814) 443-9200

  • 803 Barn St

    Hooversville, PA 15936 (814) 443-9200

  • PO Box 777

    Somerset, PA 15501 (814) 443-9200

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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

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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Additional Phone Numbers

  • (800) 972-1651(Phone)
  • (814) 443-4100(Phone)
  • (814) 443-9200(Phone)
  • (814) 443-9229(Phone)
  • (814) 445-9675(Phone)
  • (888) 783-9797(Phone)
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Complaint Detail(s)

8/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company has failed, on numerous occasions to provide security with the money I trusted them to protect. The first occasion was when my daughter ( with whom I had a checking account with) filed for change of address at he local post office. Somerset trust company proceeded to change the address on all of my and my husbands accounts, without our knowledge. The accounts were changed, not all at one time, but instead monthly. My account information was being sent to my daughters' boyfriends parents house. We called the facility no less than 10 times over 3 months and each month a different account was changed, even after they had been made aware of the problem. Finally, they figured out what was going on and fixed it. However, they told us we didn't need to change our account information, even though our statements were never retrieved and we have no idea who came into contact with them. The second issue: I had my debit card number stolen in April of 2012, I reported it to the bank and the state police. The bank issued me a new card and I destroyed my old card. 3 days ago, I received a call from fraud protection saying they had unusual activity on my account. When I called Somerset Trust, I was informed the card in question was the "hot" card that was to be removed from the account last year. That while the card had been only marked "hold", it was reactivated 5 days earlier. I was told that I had called in to reactivate the card! I most certainly did not. I was then told that the person that called in, knew " all" my personal information! I was not told exactly what I meant, as far as, whether the person knows my social security number or what. Now, I am terrified that someone will steal my identity. I feel this could very well be the banks fault. I have switched banks, but the damage may already be done. The head of the fraud at this bank offered me no assistance on what to do if someone has my information!! Luckily, the new bank told me what to expect and how I can monitor things myself.

Desired Settlement: I have, to this point, not lost anything monetarily, however, I feel they blatantly disregarded my concerns and trust with my money AND my identity. Twice in a few short months, they let my private information go out for anyone to see.I just wanted to file a complaint, to show up if anyone is considering using this bank, they should think again, your money and information are not safe!!!

Business Response:

I apologize for the tardiness of my response to the above referenced consumer complaint.

While we have not been prompt in responding to you, please rest assured that Somerset Trust Company has been very prompt in responding to the customer. I personally spoke with the customer on multiple occasions and the customer met with the bank’s auditor to discuss the findings. As of this writing, the customer closed accounts with this bank and has not notified us of any further problems.

Factually, we determined the following: The customer had a joint account with her daughter who was living at the customer’s house. The customer’s daughter moved. The bank’s mailing subcontractor picked up the change of address which the daughter filed with the postal service. The mailing service forwarded the change of address to the bank. When the joint account was changed to the daughter’s new address, the bank’s internal systems then picked up the address change and proceeded to change all of the accounts including those in the customer’s name and the customer and her husband’s name. Somerset Trust Company operates a separate credit card system and the address change was also picked up on that separate system. As a result, when the customer determined that the statements were not being sent to the correct address, the bank had to correct not once but twice (once for the deposit system and once for the credit card system) the error. On notification to the bank, the corrections were made.

The second issue involved not one but two check cards. The customer notified Somerset Trust that the check card had been compromised. The bank promptly hot carded that card. Approximately six months later the bank was again notified of a different check card on the save account having been lost. The bank immediately proceeded to hot card that card also. A couple of days later the customer called in and indicated that the card had been found. The clerk inadvertently reactivated both cards that had been hot carded as opposed to only the most recent card.

At no time did the customer lose any money.

Somerset Trust Company did not reveal or release any pertinent identity information to any third party.

The customer suggests that someone called the bank with her social security number to activate the card. That was in fact the customer who did this when reactivating their card. Both cards were activated as opposed to one, which was our mistake. The customer acknowledged in a phone call that they had in fact contacted the bank and properly reactivated one card.

The bank has advised the customer that we will participate in any credit monitoring effort which the customer wishes and that we will certainly indemnify the customer for any loss which may have occurred as a result of any error which the bank has made.

The clerk for the bank did in fact make an error in reactivating both cards. That error has since been corrected and we are unaware of any loss or exposure to the customer. We do stress that at no point is there any indication that the bank revealed any confidential information to any outside party.

If you wish to have any further information or clarification please do not hesitate to contact me. Thank you very much for your kind attention.

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

2/26/2013 Billing/Collection Issues
12/6/2011 Billing/Collection Issues