ComplaintsforOld Second National Bank

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I tried to do a transaction at an auto service facility issuing payment for services rendered with this Old Second National Bank credit card and it was promptly rejected for fraud accusations. I called the customer service number and gave them my information and they sent a code to my cellular phone for proof that it was not fraudulent but that wasnt good enough and then they had me on hold with another department for a while and I couldnt wait any longer and I decided to pay with another card. This isnt the first time Ive had problems with this old second national bank. Ive had problems before with their stupid checking accounts. I forget what the issues were but they were absolutely stupid. I want nothing to do with this bank I want away from them as far as I can get.

  

  Business response

  03/15/2024

  A banker contacted ******************** and explained the fraud hold was lifted the same day.  ******************** also stated he will call in advance if he is making a large purchase or paying for an expensive service in the future.  He also stated he has not had any other issues with his credit card. 

  We appreciate ******************** reaching out and giving us an opportunity to explain the situation.   

  Customer response

  03/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This bank, especially ********************************* and ************************* are refusing to hand over money that is left to my mother's estate. They have been notified by my lawyer that the contents of a checking account need to be transferred to an estate account, already established by me, the administrator of the estate. They are "refusing to talk to the lawyer" because they "don't talk to lawyers". While I do not have any legal obligation to pay my mother's debts RIGHT NOW, they have a legal obligation to disperse the contents of the checking account. They either don't answer the phone, or say their manager is "at lunch" and don't call you back. My lawyer requested a payoff request for the small sum that I owe, but they are pretending that they don't owe the contents of the checking account to the estate. Both bankers were unprofessional and did not follow the protocol as per the law of ************ want the contents of the checking account sent to the estate banking account right now.

  

  Business response

  11/22/2023

  Thank you for reaching out to us!

  We are sorry you did not have a good experience at the bank.  We strive for excellent customer service.  

  We investigated your situation and understand the check to close the account has been sent and a payoff letter has been sent to your attorney.  We further note a banker spoke with you personally and you indicated you were satisfied with the subsequent steps the Bank took.  

  We hope these actions resolve the matter for you, but if not, please do not hesitate to reach back out to us. 

   

• Initial Complaint

  11/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Several months ago the bank sent notice modifying their fees. It stated that dormant accounts would be charged $5 after an "extended period of time", and applied to all accounts, regardless of the balance, in spite of the fact that their web page still indicates this only applies to accounts with less than $100.My bigger issue is the vagueness of their policy. How long is an 'extended period of time'. More frustrating, is the fact that I have emailed Old Second via their online portal 6 times without even a cursory response.Searching Old Second on the BBB, it seems they do respond, so I am asking for a definition of 'extended period of time'.

  

  Business response

  11/21/2023

  Thank you for reaching out. 

  We investigated your issue and determined the "Contact Us" button on the Bank's website was not working.  We are taking action to correct that issue.  In addition, we have considered your concern over the vagueness of the  phrase "extended period of time" and agree, we can do better.   We have defined this as "after 1 year for checking accounts and 2 years for savings accounts, if no deposit or withdrawal activity occurs."  We will communicate this clarification to existing customers via a statement message and as an addendum to our account opening disclosures.  

  We hope you find this information helpful and thank you again for pointing out these issues. 

  Customer response

  11/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/2/23 I received an insurance payout for $8562.18. On 10/25/23, Old Second National Bank allowed my ex-boyfriend to go into the branch and close my account that I was listed the owner on. He was listed as an authorized user. When he closed my account it sat at $6345.63. The bank allowed him to split that money down the center and completely close the account all together. I am listed as the owner. The insurance money was listed in my name. On 10/26/23 a child support payment (for me) was deposited into the acconut of $400.00 that I never recieved due to the account being closed. ********************** will not work with me. They do not care that one of their employees allowed this to happen. I have attahced the insurance payment proof, the incoming child suppoert, showing that I am the owner of the account, and the last transaction of him closing my account. As of right now Old Second National Bank owes me a total of $3572.81 for the remainder of my insurance money and my child support money that they allowed him to withdraw and close. I am seeking my money back as they allowed this to happen.

  

  Business response

  11/27/2023

  Thank you for reaching out to us.

  ******** does not open personal accounts with authorized signers.  The signature card for the account shows you and your ex-boyfriend as joint applicants and joint owners on the account.  For joint accounts, money deposited to the account can be withdrawn partially or in full by either joint owner.  In reviewing the account, we see the check for $8,562.18 was deposited to the joint account on 10/2/2023.  The account history shows activity using debit cards and deposits from your ex-boyfriend.  The account was used as a joint account.  

  On 10/6/2023, the joint owner of the account, your ex-boyfriend, closed the account and split the remaining funds in the account evenly.  He had a cashier's check made payable in the amount of $3,572.91 to you for the funds in the account at that time ($6,345.64).  You negotiated that cashier's check to open a new account.  There have been no subsequent deposits to that account.  ******** followed the law and the account terms and conditions in closing the account at the joint owner's request. 

  Customer response

  11/27/2023

   
  Complaint: 20870121
  
  I am rejecting this response because:

   

  For joint accounts, both parties need to be physically present at a branch to close the account. Some financial institutions may permit one person to close an account, but you may need to have a written document signed by the other person. This bank did not follow that law. They did not call me to tell me what was happening either. 

  The check that was deposited into the account on 10/2/2023 for $8,562.18 was in my name and in my name only. That was car insurance money for me to purchase a new vehicle. 

  Subsequently, your dates are wrong. He closed the account on 10/25/2023 not 10/6/2023,

  The cashiers check that he had written out to me was my money. The only reason that I had to open another account with this bank was because he also helod my social security card from me.

  This bank did not follow the law, they followed the fact that he is an Officer of The Law and sided with him and refused to listen to me or help me.

  
  Sincerely,
  
  ***********************

  

  Business response

  11/29/2023

  We have included a redacted version of the signature card and highlighted where you and ****************** agreed to open a joint account.  We have also included a sample Deposit Account Agreement with the pertinent sections highlighted.  ******** followed the law and terms of the Deposit Account Agreement.
  

  Pursuant to the Deposit Account Agreement, each joint Account Holder, without the consent of any other Account Holder, may, and hereby is authorized by every other joint Account Holder, to make any transaction permitted under the Agreement   This would include closing the account. 
  
  We do agree the account was closed by ****************** on October 25, 2023.   We apologize for the typo. 

  Customer response

  11/29/2023

   
  Complaint: 20870121
  
  I am rejecting this response because:
   
  I am a single mother of 2. This was my insurance money for a new car. You let him stand behind his badge being a police officer and do this. I now have no money or a car. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to withdrawal money from my account thru the atm machine and the atm machine didn't give me the cash .But it took it off my account and I still haven't gotten it back I have bills to pay and rent to pay they're not going to pay my late fees I need My money back asap . Yes I did a dispute I called and called and no they can't do anything until they investigate.

  

  Business response

  11/09/2023

  We strive to provide great customer service and are saddened to hear **************' experience was less than satisfactory. 

  On 11/2/2023, ************** visited the Montgomery, ** branch of Old Second National Bank and spoke with Ms. ********************************  ****************** provided ************** with information about a provisional credit being applied to her account on 11/2/2023.   Later that evening, ****************** tried calling ************** and left a voice message for ************** to return her call.  The purpose of the call was to inform ************** that the provisional credit had been processed and the funds were in her account.  ************** did not return ********************** call.  A Final Determination letter explaining the provisional credit was final was sent to ************** on 11/7/2023.  

   

• Initial Complaint

  03/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, my account was declined by the bank after calling me in branch and now after declining the account, they have debited $1050 from my checking account which they were supposed to when the account should be opened.The branch never called me back and I have to reach out via customer care and email to get some information. On phone they have no information and on email, one of the agents told me the transaction was reverted yesterday which I don't see today as well. The money is still missing.I don't know where it went as my account was never opened, I have no account number, no login credentials and cannot use the money I need right now. What kind of banking is this where an account is declined but money is taken from you?

  

  Business response

  03/27/2023

  The funds were returned to Chase on 3/22/2023.  The complainant was called on 3/22/23 at 2:35pm to let him know the funds would be returned to his bank and should be received by Friday. He was also sent an email with this same information & we apologized for any inconvenience. 

  Customer response

  03/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business should have never debited the money without opening the account and leave the customer helpless and clueless.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My account was turned over to collections without a genuine attempt to contact me. I opened an account with ****************** in 2013. When I moved out of state I left the account open with a rather small amount of money in it, after which the bank changed to Old Second National Bank. In the past year I mistakenly and unknowingly had automatic payments being drawn from this account monthly, and I also unknowingly had it linked to my Uber and Paypal apps. On 5/16/22 my account ended up negative, incurring daily as well as transactional fees, while transactions continued to go through until 7/1/22. In total my negative balance in charges made by myself came to $250.93, and the total in overdraft fees came to $373. The bank attempted to notify me by mail, but since I had not updated my address with them, I never received the notice. I believe that the bank should have made more thorough attempts to contact me before turning the debt over to collections. I would like for the bank to take back my debt and handle it with me directly. I was trying to speak with the Villa Park branch manager about this in September, but she was not returning my calls, and instead directed me to another person, *************************, via email. I called this person twice before getting in touch with him, and he directed me back to the branch manager. He said he would email her and ask her to call me but I have not heard from her.

  

  Business response

  10/25/2022

  The Assistant ***************************** III **********, ** of Old Second National Bank reached out to ************ and was able to settle this matter amicably.  

• Initial Complaint

  09/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My checking account was compromised by a stolen & bleached check being cashed the result which emptied my account & an overdraw of $465.91 & numerous overdraw charges/late penalties most of which have been resolved. Cashed check was $9800 via ****************** which was under transition to Old National who is handling the case. It's believed the theft occurred at ************** *********** & cashed via a ****** Bank facility. Check mailed aprox 6/6/**, cashed 6/23/**. The branch manager ********************************* has been helping us with establishing a new account,overdraw charges, & filing an affidavit of fraud to recover our funds. The problem being a 120day investigation thru the bank before any restitution or guaranty. leaving us scrambling. It's been 97 days with no updates whatsoever only a "they'll let you know". The branch manager has been unable to retrieve a status & due to the transition the Old National help line has been of almost no use. How does any bank cash such a large overdraw without verification first on an obvious forgery? This is a serious & widespread problem. A neighbor/friend had the same crime commited to him using the same post office & drop box , different bank & filed a complaint with the BBB case number **********. We've filed a report with our local police **** case #**-27674 as well as **** Inspector General on 9/10/** & received a reply on 9/12/** but has been forward to another department & no word as of yet.we have just filed a complaint with Old National call center in **********,******* which will be redirected.The local branch manager has tried to help as much as possible however Old National Corporate has left us in a fog. ***** insure account funds & all I'm asking for is the return of the $9334.09 emptied from my account due to what I consider a failure of proper safeguard on the part of the bank. Old National Service line ************. Local Branch # ************.On Line: oldnational.com/firstmidwest Support documents upon request

  

  Business response

  09/29/2022

  Hi!  This complaint is for Old National Bank NOT Old Second National Bank.  Please forward the complaint to Old National Bank.   Thank you.

  Customer response

  10/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Please forward to Old National Bank. Old Second National Bank is the wrong entity.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a bank deposit at the atm when it went off the screen went black an my money was taken and its been 7 days and my account is negative an Im getting no help

  

  Business response

  06/24/2022

  A case was opened on June 15, 2022 when reported.  a full credit was provided and deposited into customers account.  Letter detailing the investigation and credit was mailed same day.

  Case has been recorded as settled and closed.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I tried to withdraw money from the Old Second Bank in ******** **. I am a customer and this is their ATM. I received an error message, no money, but a receipt saying I withdrew $260. I called customer service when they opened and they told me I had to go to a branch and fill out a form. I went and had to fill out a fraud form. In the meantime, that money has been debited from my account. I tried to communicate through the app and I never received a response. There have been multiple errors since Old Second bought out ****************** but now they are stealing their customers money? I am hoping for an immediate resolution so I can get my money returned and then I am leaving this bank.

*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. ↩