ComplaintsforPlains Commerce Bank

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I applied for one of their prepaid credit cards. I never got the card so I called in January to cancel it. They were supposed to refund my money within 30 days. I've called 4 times speaking to a supervisor each time and was told it would take 39 more days since January 16. I still haven't received a refund. Today they told me it was mailed out on February 17. As of today still no refund. I've not gotten any correspondence from them at all.

  Business response

  03/10/2023

  A review of the record shows that on January 16, 2023, Pamela contacted Plains Commerce Bank and requested the account be closed due not receiving a ****** credit card.

  On January 31, 2023, the account was closed and the security deposit of $*** was credited to the account.  

  On February 16, 2023, Pamela was advised by phone that the credit balance refund was in process and pending a check to be sent. 

  On February 17th, 2023, a check was mailed to the address on file.

  We show that the check was cashed on February 28, 2023.

  *** A letter to the cardholder was mailed *** * **** ** ******** ** ****.
  

   

  Customer response

  03/15/2023

  
  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,
  
  Pamela *****

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Had a secured credit card with the bank. I closed the account back on October 26, 2022, and requested that they refund my $**** security deposit. On November 3, 2022 they claim the the check was cut and mailed to me...as of this date I have never received it. I called again on November 28th and was told the same thing. At this point I requested the check be stopped and a new one issued to me. I called today December 15th, and still no update. Customer service did say they would escalate to a supervisor, but this is taking way too long and I don't understand why they are keeping my money. I have no balance on the account, and they should return it to me promptly. I'm tired of waiting. and they don't even offer to send to me via a direct deposit or express mail...I'm just supposed to keep waiting...and waiting...and waiting. Not fair. ********************************************* but they done next to nothing to get my money to me in a timely matter.

  Business response

  01/17/2023

  Business Response /* (1000, 5, 2022/12/21) */ Dear Sir/Madam: PCB has concluded the investigation concerning this complaint and a detailed response letter has been mailed. Because it contains confidential account information, that detail is not shared on this website. We would ask the customer to allow 7-10 days for the letter to be received. Sincerely, PCB Consumer Response /* (3000, 7, 2022/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) this response is typical of them...I'm just supposed to wait and wait and wait for mailings from them. They could of easily answered my issue without revealing account information...whether my refund is coming to me or not. I am tired of this...they are just stalling and holding my money for some unknow reason. I guess I need to talk to an attorney as they have no intention of retuning my money. Consumer Response /* (2000, 10, 2022/12/23) */ today December 23rd 2022 I finally received my refund check dated 12/20/22...took way too long in my opinion, but I think we can close the case. Thank you BBB for all your help. Casey *******

• Initial Complaint

  12/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Plains Commerce Bank holds the mortgage on a house I own. The note on that house has been paid every month since it's beginning through bank bill pay. In Sept of 2021 PCM changed the department within the bank that was processing the payment. The September payment had already gone out and I set the new location up for the Oct payment. In Oct they notified me I was delinquent in my Sept payment. I called them immediately and pointed out the issue, they said no problem within 30 days the other department would send them the payment, I went ahead and had them take the Oct payment they were asking for at the time. Nov comes and we do the same dance all over again, again I'm told not problem. Dec comes and now they are sending me letters stating I am behind multiple payments. I called them provided them the payment information and again told them to please take the Dec payment. Fast forward 2 weeks and they have now reported me as delinquent to the credit bureaus which I am not nor have I ever been, it is only their internal incompetence that has caused this. I have provided documentations proving they got their money. They severely impacted my credit rating by almost *** points.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2022/01/05) */ Good Morning, We are working diligently to investigate the payment processing issue on your home loan. Unfortunately, we will not have a resolution by the due date of 1.8.2022 and are asking to extend to 1.12.2022. It is our goal to provide the best solution available to resolve your issue. Consumer Response /* (2000, 7, 2022/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I spoke with Plains this morning supposedly they have already sent correction of their mistake to the credit bureau. I am awaiting written confirmation and the letter of apology

• Initial Complaint

  11/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I lost my card first week of September, found out someone used my card so I reported fraud, now here it is November 2months later, lack of communication, I'm being charged interest for fraudulent transactions, still haven't received a replacement card this really *****. I reached out to PCB **** multiple times and no callback or anything. I have no clue what's going on with and I have to suffer with this impacting my credit score because someone isn't doing their job unfortunately. What's my status, why has it been 60days? Why won't you guys communicate with me?

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/12/09) */ Contact Name and Title: Cindy ***** - CC Manager Contact Phone: ************ Contact Email: ************************* We are investigating a dispute on this account. A new account will be issued when the dispute is resolved. Consumer Response /* (3000, 7, 2021/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) No I do not accept their response. I spoke with Cindy *****, she told that she doesn't actually handle this account and would pass my information along so I'm still waiting, hoping to hear something from the right department Business Response /* (1000, 15, 2021/12/24) */ Our service center is in contact with Racheal ******. They are resending the information that was previously sent and she is providing the police report so the claim can be re-reviewed. Consumer Response /* (2000, 17, 2021/12/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Would not recommend business.

*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. ↩