ComplaintsforKleberg Bank N.A.
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Complaint Details
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Initial Complaint
03/28/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
3/22/22 a cash deposit was made to my account through the atm $400. My account does not reflect the deposit. I've called several times to speak to a manager & no-one is ever available to come to the phone. I took my proof of the cash deposit & asked for my account to be credited but again nothing has been done.Business response
03/28/2022
The deposit made by **************** has been credited to her account as of 3/25/2022. Our ATM unit at our Crosstown Branch (where this deposit was made) experienced a software issue that required our 3rd party service vendor to come onsite to repair. All deposits made after 4:00pm were not credited to customer's accounts until this fix was administered. We sincerely apologize for the inconvenience posed to ****************. I am personally discussing the lack of returned calls with the Department Manager of our **************** Center. This issue has been fully resolved.Customer response
03/30/2022
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.
Regards,
*****************************Initial Complaint
03/22/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Wrote a check from my acct at kleberg bank to navy ccu since the 8th of March and has not gone thru kleberg bank acct. Navy has deposit to my acct but yet Kleberg bank keeps saying it hasn't gone thru there bank. Kleberg bank has been having issues with their system in the past. They keep saying it's under investigation but yet nothing is being done.Business response
03/25/2022
Dear ***************************:
We would first like to thank you for bringing this issue to our attention and apologize this issue was not previously resolved to your satisfaction.
Checks are initially processed by the financial institution of first deposit, in this case ********* CCU. Then the check is sent through the *************** system and received by the paying bank which in this case is Kleberg Bank. Kleberg Bank is not able to process and is not even aware a check has been written until it receives the item for processing from the original financial institution.
In this specific incident, the check was not received by Kleberg Bank and therefore we are not able to debit your account until we receive the check. Since there was confusion regarding where the check was in this process, Kleberg Bank contacted ********* CCU to try and locate the missing check. We have been informed by ********* CCU that the check was deposited at one of their ITMs and they have found the check in question and it had not been sent to Kleberg Bank for processing. ********* CCU reported to Kleberg Bank that the check will be sent for processing and should be received in the next couple of days. Once Kleberg Bank receives the check it will be debited from your account as requested.
Kleberg Bank has not experienced any system issues that would delay the receipt or posting of any transactions and we post all items as soon as they are received.
If you have questions or would like additional information please feel free to contact me.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.