Complaints

This profile includes complaints for Intercredit Bank, NA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Intercredit Bank, NA has 12 locations, listed below.

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• 

  Intercredit Bank, NA

  396 Alhambra Cir Ste 250 Coral Gables, FL 33134-5022

• 

  Intercredit Bank, NA

  6400 SW 8 St Miami, FL 33144

• 

  Intercredit Bank, NA

  1430 S Dixie Hwy Ste 104 Coral Gables, FL 33146-3108

• 

  Intercredit Bank, NA

  10015 NW 41st St Ste 103 Doral, FL 33178-2977

• 

  Intercredit Bank, NA

  396 Alhambra Cir Ste 250 Coral Gables, FL 33134-5022

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The bank has locked me out and I cannot regain access. Several phone calls placed and no one can help. I have many thousands of dollars in this bank and I need someone to help me regain access so I can close the account.

  Business Response

  Date: 01/23/2025

  January 22, 2025
  
  Better Business Bureau
  Serving ***************** and the *********
  ******************************************************************************************
  
  Re:  BBB Complaint #******** Mr.******* ***************** Whom it may Concern:
  This written response is being provided pursuant to the formal complaint (see below) that was filed by Mr. ******* ******* with the BBB and received by the Bank on January 15th, 2025. 
  Complaint: The Bank has locked me out and I cannot regain access.  Several phone calls placed and no one can help.  I have many thousands of dollars in this bank and I need someone to help me regain access so I can close the account.

  
  The following steps were taken by **************** actions to investigate the complaint:
  -Phone conversations recordings with individual were reviewed.
  -Policies and Procedures were reviewed.
  -Pibank staff involved with the case were interviewed.

  
  Below is a timeline of findings regarding Mr. ******** complaint:
  1. On Jan 14 6:30 pm, Mr. ******* initiated a call to ****** regarding not being able to access his account via iPhone. ****** agent handled the account in a professional manner, but the agent was not able to resolve the issue. It appears that the call was dropped off.
  2. On Jan 14 6:41 pm, Mr. ******* then called back Pibank again which was handled by Pibank agent ******************************  Pibank agent handled the call in a professional manner and provided several solutions. However, the issue continued and was not able to get it resolved.  Agent recommended Mr. ******* to use another phone and see if the same problem persists.  Mr. ******* agreed to try from another phone and hanged up.
  3. On Jan 15 a letter from BBB was received regarding Mr. ******* filing a complaint on Jan 14 due to lack of help from ****** customer support unit.
  4. On Jan ******** am, Mr. **** ********, Pibank agent, contacted Mr. ******* and left a detailed voice message on steps to be taken to access his account.
  5. On Jan ********, an email was sent to Mr. ******* apologizing for the inconvenience and a listing of all discussed points to resolve the issues.
  6. On Jan 15 10:48 am, Mr. ******* contacted Pibank which was handled by agent Mr. **** ********. Mr. ******* indicated that he was able to access his account, but that he was concerned with his account showing an overdraft.  Mr. ******** explained that a $52K *** was received from *************** and this was causing the overdraft balance.  He went on to explain that the *** was being returned and there was not going to be any overdraft charges assessed.  He recommended to Mr. ******* to check his account the following day, and if there is any issue to call Pibank Customer Service. 
  
  Based on the above findings, the Bank did follow its policies and procedures in a timely manner. Furthermore, we would like to reinforce our commitment to providing excellent customer service and ensuring compliance with all applicable regulations. We believe the actions taken demonstrate our commitment to resolving this complaint fairly and promptly.
  
  Sincerely,
  
  ******-Erviti *****
  Marketing and Product Director

• Initial Complaint

  Date:10/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** is offfering an online savings account with a rate of 5.50%. I applied and was denied an account. They never provided my with a reason and told me that I banned from applying again. I have perfect credit and banking histories. I have never been refused any banking products in my ************************************************************************************************** for unknown reasons.

  Business Response

  Date: 12/18/2024

  Reference attachment for formal signed complaint.

  To Whom It May Concern:
  This written response is being provided pursuant to the formal complaint that was sent by the Complainant / ** ******** to the BBB and received by the Bank on October 3rd, 2024 through the BBB website.  Please see below for the **************** actions and responses on this matter:
  -Pibank Biometric Customer Identity Verification (BCIV) process was reviewed.
  -Related phone conversations recordings with the individual were reviewed.
  -Bank Policies and Operating Procedures were reviewed.
  -Intercredit Bank (ICB) staff involved with the case were interviewed.

  Based on the above reviewed,these were the findings:
  Pibanks BCIV uses the Auth** biometric authentication facial recognition system to verify the identity of the individual.  This is becoming more commonly used in the industry as it is more secured and efficient especially with online activity.  Based on the results of the match, this could result in the denial of the Pibank account opening.
  
  The denial could occur throughout various phases of the account opening process which will generate the message below:
  
  We apologize
  You do not meet the requirements
  *With the details provided, we are unable to proceed with you Pibank application. If you wish,
  you can contact a Pibank customer service representative directly at ************** or toll free at **************.
  
  Once an individual and requested account is denied, it is Pibank Policy not to reactivate the account opening application process or to give the specifics of the denial reason unless the reason is due to adverse information from a Chexsystems related report.
  
  
  In the case of Complainant / ** ********, it had a mismatch on the *** of ** detail and this prompted to answer the with the Pibank challenging questions. This triggered a manual review and when the application was reviewed, they noted the ** was not legible which ultimately caused the denial.  After October 1st, 2024, there were two (2) conversations initiated by complainant were recorded, one with the ****************** representative and the 2nd with the ****************** supervisor.  Both conversations were handled in a very professional manner explaining the above information as well as Pibanks Policy regarding denial.
  
  As per the above review, the Bank did follow its policies and procedures and there was no violation of a regulation. However, a number of opportunities for improvement were identified:
  Customer Service scripts have been enhanced to better explain the reason for the Pibanks biometric authentication process and if a denial occurs.
  
  The Banks automated message informing of a Pibank deposit account denial has been revised to read as follows:
  
  Thank you for your interest in Pibank
  
  We regret to inform you that your application does not meet the Pibank requirements for account opening.
  
  The Pibank website was enhanced to include Frequently Asked Questions (FAQs) to include additional information on the most commonly asked questions and concerns.
  Furthermore,prior to opening an account all Pibank customers are provided with the Deposit Agreement and Terms and Conditions information which provides relate details of the customer onboarding process.  We are committed to providing excellent customer service and ensuring compliance with all applicable regulations. We believe the actions taken demonstrate our commitment to resolving this complaint fairly and promptly.
  Sincerely,
  
  
  ***** *******-****** *****
  Executive Director Pibank

   

  
  

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22376599
  
  I am rejecting this response because it is biased and discriminatory.  I have taken my business elsewhere and will never do business with your company and will leave the appropriate reviews.
  
  Sincerely,
  
  ***** *******