Complaints

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

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  Fort Sill National Bank

  511 SW A Ave Lawton, OK 73501-3927

• 

  Fort Sill National Bank

  PO Box 33009 Fort Sill, OK 73503

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:04/19/2025

  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.

  On April 16th, 2025, I discovered a fraudulent charge on my Fort Still National Bank Checking Account ledger. The amount of this unauthorized charge is $683.00. The account shows a transaction made with Apple Cash. Upon the discovery of the transaction, I immediately notified the bank. When I spoke with the representative, there was definitely a lack of concern and no sense of urgency to research nor resolve this matter. After contacting the bank, I contacted the merchant. The merchant sent an email statement to me indicating I hadn’t had any transactions since January 31st, 2025. The next day I visited the local branch at the Cordova Walmart and explained to the local staff what had taken place. I then spoke with a representative on the phone from the Corporate office. I explained again and sent the proof to indicate this transaction was not mine nor was it authorized. I followed up via telephone on Friday, April 17th, 2025 regarding the matter and I have been notified additional information is required. FSNB has not rectified this matter, even though I have proof to indicate the transaction is fraudulent. It is unacceptable for a financial institution to not ensure diligent efforts are made to protect the consumer. Especially when they have the required documentation to show the transaction was fraudulent. I am definitely recommending anyone who has an account with them to close the said account(s). I am extremely disappointed and upset as I have never done business with a financial institution as unprofessional, unreliable, and nonchalant as FSNB. I would like to have this rectified right away and my funds in the amount of $683.00 returned to my account immediately.

  Business Response

  Date: 04/25/2025

  Better Business Bureau
  Serving Central Oklahoma
  17 South Dewey
  Oklahoma City, OK 73102
  
  April 25, 2025
  
  
  RE: 
  Case#: ********
  
  This is a response to BBB complaint ********,
  customer ******* ****.
  
  Dear Ms. ****:
  
  We received your complaint submitted through
  the BBB regarding your debit card dispute.
  
  In accordance with Regulation E, the Electronic
  Funds Transfer Act, we are required to provide a provisional credit following
  ten business days after the notification of the error. As of now, we have been
  unable to conclude our investigation. Please check back with us on 5/1/2025.
  
  If you have any questions, please contact us at
  1-800-749-4583.
  
  We look forward to continuing to serve your
  banking needs.
  
  
  Sincerely,
  
  
  ****** ******
  Compliance Officer

• Initial Complaint

  Date:03/17/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  To Whom it may concern,
  
  This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.
  
  FSNB,NA - ******** - $159.00
  
  Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

• Initial Complaint

  Date:11/13/2024

  Type:Sales and Advertising 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.

  I would like for this company to have this deleted and updated on my credit report, because I had a bank account with them for 2 years or so . I opened the account September of 2020, but in 2022 I believe I lost my debit card and someone used it and went into overdraft without my knowledge and I felt like that I shouldn't have had to pay it back, but they disagreed

  Business Response

  Date: 11/15/2024

  Better Business Bureau
  Serving ****************
  17 ****************
  ***********************
  
  November 15, 2024
  
  
  RE: Case#: ********
  
  This is a response to BBB complaint ********,customer ****** ******.
  
  Dear Mr. ***************** have received your complaint in regards to your charged off deposit account with us.
  
  I have reviewed your account documents. You opened a deposit account on 9/4/2020 at our branch in *******, **. This account was charged off on 5/11/2022 for $394.97. We have certified the account is reportedly accurately.
  
  According to our records we spoke to you on 5/28/2022 you stated you would go to the branch and pay in full of your charged off account. We spoke to you again on 6/1/2022, and you stated you would go to the branch to cash a check for $41,000 and pay in the balance in full. As of right now you have not paid off your charged off account.
  
  If you have any questions please contact our ********************** at ************************.
  
  
  Sincerely,
  
  
  ****** ******
  Compliance Officer

  Customer Answer

  Date: 11/20/2024

   
  Complaint: ********
  
  I am rejecting this response because: it's not way that I talked to you at that time about receiving a check for $41,000
  One 5/28/2022, because I was in jail and didn't get out until 12/1/2022
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/18/2024

  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.

  I recently reviewed my credit report and discovered several inaccuracies, which are the result of identity theft. I have reported this matter to the police the Consumer Financial Protection Bureau(CFPB). Following entries are unauthorized------------FSNB,NA 6/2020 Ac:********

  Business Response

  Date: 09/25/2024

  Better Business Bureau
  Serving Central Oklahoma
  ** ***** *****
  Oklahoma City, OK 73102
  
  September 25, 2024
  
  
  RE: 
  Case#: ********
  
  This is a response to BBB complaint ********,
  customer ***** ******
  
  Dear *** *****:
  
  We have received your complaint in regards to
  your charged off deposit account with us.
  
  I have reviewed your account documents. You
  opened a deposit account on 6/30/2020 at our branch in Fayetteville, NC. This
  account was charged off on 7/14/2021 for $60.87. We have certified the account
  is reportedly accurately.
  
  To help ensure that we do not release private
  financial information to the wrong person, we need to confirm your identity.
  
  Please submit a notarized copy of your
  signature, ID card, and last 4 digits of your social security number to:
  
  FSNB, NA
  Attn: ****** ******
  PO Box *****
  Fort Sill, OK 73503
  
  Or contact our Collections department at
  ************** **** *****
  
  
  Sincerely,
  
  
  ****** ******
  Compliance Officer

• Initial Complaint

  Date:08/28/2024

  Type:Customer Service 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.

  On August 14, 2024 I attempted to cash a check in the amount of $2500.00 at the local *******. *******'s system would not cash the check but referred me to the FSNB Bank located in the *******. I spoke with several women who told me they could cash it and would let me know beforehand the cost. I ended up waiting for an hour and was then informed the fee would be $90.00. I thought that was too high but needed the check cashed and I agreed to that fee. They then told me it would take some time to complete the transaction. I ended up waiting about another hour before they told me it would be cashed. I was tired and frustrated but was glad when she had me endorse the back of the check and started counting out the money. The money she gave me amounted to $2,322.00 (it should have been $2410.00, I noticed the discrepancy and asked about why the cost was higher than I was originally quoted. She apologized and said the fee to cash the check was $175.00 and didn't even mention there was another fee for $3.00. It was getting late, I had other businesses I had to go to so I left. The next day I contacted the bank through their website and explained the situation. The response I received was not accurate (they claimed I was informed of the fees before receiving the cash). That is not true, I was told it would be $90.00. I'm not sure where the additional $3.00 fee comes from, I wasn't informed of that either. They informed me there was nothing more they could do.

  Business Response

  Date: 09/03/2024

  Thank you to reaching out to FSNB regarding your concern with the fee amount you were charged when utilizing our
  check cashing service. We utilize a 3rd party company called ****** for check cashing services, and fees are based on
  check type and amount. We understand the frustration that was caused when you were provided one fee amount, and
  that amount changing after a long wait for ****** to complete their check approval process. During the check review
  process by ******, they identified that a different check type was presented, compared to the type the branch originally
  provided for initial fee information. We apologize for the delay in providing the corrected fee information to you, as
  ****** provided this corrected information towards the end of their process. We have verified that the $175.00 check
  cashing fee for the type check you presented for $2500.00, plus the $3.00 membership fee is the accurate fee. While
  reviewing this with the branch that assisted you, we understand that the elevated fee amount was provide to you before
  the completion of the transaction and that you wished to proceed with the transaction. We apologize in the delay in
  providing you the updated fee information. We are thankful that we were able to provide an alternative and assist with
  cashing your check, since it was declined by the other service. We hope that providing the understanding that the fee
  charged at the completion of the transaction is accurate, and that fees are directly associated with our 3rd party
  company is helpful. If you choose to utilize our check cashing services in the future, you are able to request to cancel the
  transaction before full completion, if the service no longer meets your needs. Thank you again for reaching out to us
  regarding the concern.

  If you have any questions please contact us at **************.

   

  Sincerely,

   

  ****** ******

  Compliance Officer

  Customer Answer

  Date: 09/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Though it states in the response that I was informed of the higher fee before the transaction was completed that is incorrect.  It was only after I endorsed the check and the money was counted out to me that I noticed the fee nearly doubled from what I had agreed to.  At that point it was getting late, I was tired after waiting for such a long time and I had other places I had to go to.  When I mentioned to the cashier that it seems the fee was increased she apologized but it was only after I noticed the discrepancy.  I was not told about the fee increase beforehand.  I was also unaware of the $3.00 fee until I received the receipt.  The bank seems to be unconcerned about this issue and is not providing accurate information.  I was quoted a fee of $90.00 to cash the check, that was what I agreed to.  I feel like the bank took advantage of my situation, knowing how long I had been made to wait and the fact it was getting late.  I wasn't asking for a full refund, just to be refunded for the higher fee.  The fact that nobody from their corporate office bothered to contact me says a lot about their decision.  I believe I am being reasonable in my request and I expect the bank to admit that the situation was handled poorly and refund the difference.
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:08/01/2024

  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.

  I am writing to urgently address the inaccuracies on my credit report caused by the unauthorized sharing of my personal information with credit bureaus, which has led to significant financial and emotional distress.
  
  According to 15 USC 1681 Section 602, I have the right to financial privacy and expect my information to be kept confidential.
  
  Additionally, per 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot share account details without my explicit consent, which I have not given.
  
  The errors linked to FSNB,NA have negatively impacted my financial situation and require immediate correction.
  
  Please also ensure compliance with 15 USC 1666(b), which prevents creditors from marking credit card payments as late under specific conditions.
  
  For reference, my account details are:
  Account Number: *************
  
  I request an urgent review of my account, prompt correction of the credit report inaccuracies, and strict adherence to federal laws regarding my information.
  
  Failure to address these concerns promptly may result in legal action. I appreciate your immediate attention to this matter.
  
  ********** ******** *******

  Business Response

  Date: 08/12/2024

  ****** ******** ******
  ******* ******* ********
  ** ***** *****
  ******** ***** ** *****
  
  ****** *** ****
  
  
  RE: Cas* * ********
  
  This is a response to
  *** ********* ********* ******** ******** ********
  
  Dear Mr. ********
  
  We have received your
  complaint submitted to the Better Business Bureau regarding your charged off
  account.
  
  Our records indicate your account was opened on
  5/13/2017 at our branch located at **** ***** ******* ******** **** ***** ******* **. This account was charged off on 2/8/2018 in the amount of $162.48.
  We have verified the account is reporting accurately.
  
  Please contact our Collections Department at
  ************ **** **** ** ******* ******* **** ********
  
  
  **********
  
  
  ****** ******
  ********** *******

• Initial Complaint

  Date:07/21/2024

  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.

  I filed a dispute for a transaction that was made on my account on June ******* by ******** who unwillingly took over $472.00 out my account. I was asked to send over certain documentation and did as I was told. FSNB wanted a cancellation number and a letter saying what my balance was. I explained to them that I spoke with ******** and they stated they could not provide a cancellation number and they would send me a final bill in the mail with my balance that I was awaiting. FSNB still denied my dispute. This is unacceptable. How can you deny someone dispute when this is someone hard earned money you are messing with. If I file a dispute because I said I did not make a transaction, why are you denying anything? It is my money at the end of the day. The letter also said they denied it because the card number was given to the merchant which is not true. This company is a rip off. I am highly disappointed.

  Business Response

  Date: 07/26/2024

  Better Business Bureau
  Serving ****************
  17 ****************
  ***********************
  
  July 26, 2024
  
  
  RE: Case # ********
  
  This is a response to BBB complaint ********, customer *****************************.
  
  Dear ****************:
  
  We have received your complaint submitted to the Better Business Bureau.
  
  Our records indicate you contacted us to start a dispute with merchant ******** on 6/26/2024. We requested the following items:we requested the following items:
  
  1.         A copy of your most recent billing statement with TMOBILE*, showing the balance as of 06/25/2024.
  
  2.         The cancellation number provided by the merchant and the date provided or copy of cancellation email received.
  
  In addition, we have received information that shows this is a valid transaction. The card number was given to the merchant as a method of payment
  
  As a result, FSNB has denied this claim and the charges will stand as posted to your account. The information used in determining the resolution of this claim will be available for your review upon your request.
  
  If you have any questions, please contact our cards department at ************************.
  
  
  Sincerely,
  
  
  *************************
  Compliance Officer

  Customer Answer

  Date: 07/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: the information is false. I never gave anyone my card number. If I did, I would not had disputed the transaction in the first place. I explain to you all that ******** could not provide me a cancellation number because they said they usually do not.  I also stated that they said they could not give me a final bill promptly stating that they could send one in the mail taking 5-7 business days. I still have not received a final bill. None of this was taking into consideration.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/16/2024

  Type:Customer Service 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.

  Around May 28, 2024I went into the FSNB to request a replacement card.After receiving my card, I made several transactions.On June 2, 2024, I made a transaction online of $150 to ******************* On June 3, 2024, I called ***** to confirm my payment. It was confirmedOn June 4, I called ***** again to confirm my payment. Because I was not able to see the transaction. It was confirmed.On June 4, 2024, I made another payment of $150 because I did not want a late charge fee.I called FSNB to ask about me not being able to see the $150 transaction. I was told, by FSNB there was no transaction of $150FSNB asked me to ask ***** to send me an email showing where my transaction went through. After talking with FSNB for hours over the phone, I was told that the reason that they were not able to see any transactions, is because the card that I was issued was never recorded with FSNB.On June 6, 2024, I visited FSNB I requested to speak to someone in person.I handed my card to an FSNB employe, after he typed in the card number, a ********* woman picture showed up on the screen. I am clearly not *********.This woman and I was linked with the same accountMy pin number was linked to this card and account.The person assisting me, keep asking me where I got that card. He also asked me; did I find that card.I responded, how likely is it that I find a card with my name on it?No way this incident should have happened.

  Business Response

  Date: 06/21/2024

  Better Business Bureau
  Serving ****************
  17 ****************
  ***********************
  
  June 21, 2024
  
  
  RE: Case # ********
  
  This is a response to BBB complaint ********, customer ***********************.
  
  Dear **************:
  
  We have received your complaint submitted to the Better Business Bureau.
  
  Our records indicate you came to our branch on 5/29/2024 to receive a debit card. Due to FSNB error, the debit card was not linked to your account. On 6/5/2024, we contacted you and apologize for the error. We advised you that you spent $853.15 during the course of the debit card not linking to your account. We went over the transactions with you and verified each transaction. We also advised you that we will be debiting $853.15 from your account.
  
  If you have any questions, please contact our cards department at ************************.
  
  We look forward to continuing to serve your banking needs.
  
  
  Sincerely,
  
  
  *************************
  Compliance Officer

  Customer Answer

  Date: 06/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: FSNB did not contact me to apologize.  I contacted FSNB several times. They only contacted me after I visited the branch, say down and discovered another individual and myself had our accounts linked. 

  I used this account because my funds were linked to this account.

  All of the funds that I utilized from this account were mine.

  My weekly paycheck is deposited into this account.

  ********************** is totally responsible for what has transpired 

  There is no way that this should have ever happened.

  FSNB have incompetent workers, handling people's funds.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/21/2024

  Type:Customer Service 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.

  I have never had an account with **********************, and its inclusion is inaccurate and damaging to my creditworthiness. This account is Fraud. This discrepancy violates the Fair Credit Reporting Act (FCRA), specifically Section 611, which grants me the right to dispute inaccurate information on my credit report. Additionally, under Section 623 of the ***** furnishers of information to consumer reporting agencies are obligated to ensure the accuracy of the information they provide. As such, I request that this erroneous entry be promptly removed from my credit file.

  Business Response

  Date: 05/30/2024

  Better Business Bureau
  Serving ****************
  17 ****************
  ***********************
  
  May 30, 2024
  
  
  RE: Case # ********
  
  This is a response to BBB complaint ********, customer ***************************.
  
  Dear ****************:
  
  We have received your complaint submitted to the Better Business Bureau regarding your charged off account.
  
  Our records indicate your account was opened on 11/17/2023 at our branch located at ********************************************************************. This account was charged off on 2/7/2024 in the amount of $101.60. We have verified the account is reporting accurately.
  
  Please contact our ********************** at ********************** to further discuss this account. 
  
  
  Sincerely,
  
  
  *************************
  Compliance Officer
  

• Initial Complaint

  Date:03/18/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  On March 11, 2024, I filed a dispute for a fraudulent charge. I was told my account had been put on hold and to go and purchase another debit card. On March 16, 2024 the charge was taken out of my account. I called today March 18, 2024 I was told the dispute was denied. I thought banks were suppose to protect your money not give it away freely. This was the first time this has happened in the 3 years I have been with the bank, but I would like answer to why my dispute was denied.

  Business Response

  Date: 03/25/2024

  March 25, 2024
  
  
  Better Business Bureau
  Serving Central ********
  17 South *****
  *************, ** 73102
  
  
  RE: Case#: ********          
  
  This is a response to BBB complaint ********,customer *****************************.
  
  Dear ******************:
  
  We have reviewed your complaint submitted through the Better Business Bureau regarding your debit card dispute.
  
  Upon further review, it appears we shouldve started a new dispute for the ******* transaction on 3/18/2024. We will start the debit card dispute and continue investigating your debit card dispute.
  
  We look forward to continuing to serve your banking needs.    
  
  Sincerely,
  
  
  *************************
  Compliance Officer  

  Customer Answer

  Date: 03/25/2024

  
  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,
  
  *******************************