ComplaintsforWashington Trust Bank

• Initial Complaint

  04/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I CALLED WASHINGTON TRUST? BANK TO APPLY FOR A MORTGAGE LOAN FOR A MOBILE HOME PURCHASE. THE LOAN PERSON I SPOKE TO, ***********************, DID NOT TELL ME ANY INFORMATION ON THE CRITERIA REGARDING THE MOBILE HOME. I HAVE NEVER PURCHASED A MH SO DIDNT KNOW THE QUESTIONS TO ASK. YOU WOULD THINK *********************** WOULD HAVE ASKED ME A FEW QUESTIONS BEFORE I APPLIED. EXAMPLE-IT MUST BE ON A FOUNDATION, MUST BE A CERTIN AGE, ETC. HE HAD ME BLINDLY APPLY FOR A LOAN WHICH THEY DENIED, I GUESS BECAUSE THE HOME WAS NOT ON A FOUNDATION==HAD I KNOWN I WOULD NOT HAVE BOTHERED, OBVIOUSLY. THEY CHECKED MY CREDIT. NOW I RECEIVED A LETTER SAYING THEY DENIED ME AND CHECKED MY CREDIT. IF *********************** WOULD HAVE DONE HIS JOB AND INFORMED ME OF SOME IMPORTANT DETAILS, I NEVER WOULD HAVE APPLIED!! I HAVE WORKED HARD TO PROTECT MY CREDIT SCORE, ITS REALLY IMPORTANT TO ME AND DO NOT WANT THIS INCIDENT TO EFFECT MY CREDIT SCORE.I DO NOT TRUST WASHINGTON TRUST BANK NOW OR THEIR EMPLOYEES. IT JUST SEEMS REALLY UNDERHANDED BY NOT BEING UPFRONT ABOUT A POSSIBLE LOAN.AND THEY SENT ME A LETTER SAYING THEY MAY ORDER AN APPRAISAL ON THE PROPERTY THAT I WILL BE CHARGED FOR IT!! THIS LETTER CAME WITH MY DENIAL LETTER!THIS MAKES NO SENSE AND REALLY MAKES ME WONDER WHAT THEY ARE DOING AT WASHINGTON TRUST BANK.

  

  Business response

  04/16/2024

  Dear BBB,

  The Bank has reviewed ******************** concerns and attached is our response. We request your support in sharing our response with her. We consider the matter resolved on our end. 

  Thank you,

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

  Senior Compliance ******** **************************

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *********************** and I recently opened a checking account online with no issues whatsoever in less than 10 minutes. Shortly after I added a bank account (BOA) to transfer money from and I verified it by confirming the two small deposits made by Washington Trust Bank into the external account. Shortly after that I initiated a transfer of $5,000 to fund my Washington Trust account. The transfer was processed successfully and the funds were available within two business days. When I tried to login to my account on or about 6/3/2023, I got an error message saying to call the bank. I contacted the bank and was informed that my account was under investigation and when I asked why it was under investigation, I was told its because I had a multiple inquiries on my consumer report. Thats ludicrous to use that as an excuse to withhold my money until today 6/16/2023. I have been calling customer service for the past two weeks to be told the same thing that theres no update and I still do not have access to my own money. When I asked for the account to be closed so I can have my money back, I was informed that they will not close my account. I have missed paying some of my bills and have incurred fees on top of my bills for being late due to this experience. I have filed a complaint with the consumer financial protection bureau for what this financial institution is doing. Im being treated like a criminal instead of a customer. Shame on all of you for making peoples lives harder. If I knew I would be going through such hassle, I wouldve never opened an account with **********************. I have left multiple voicemails for the supervisor named ****, but he has not reached out. No other supervisors seem to be available. Such a horrible customer service experience. I still do not know nor understand why my account was subjected to an investigation resulting in me being completely locked out of access to my own funds and account. It has been 2 weeks and I can not wait.

  

  Business response

  06/29/2023

  Sorry about the delay. 

  Customer response

  06/29/2023

   
  Complaint: 20199172
  
  I am rejecting this response because:

  I dont need nor did I ask for a fake apology for the delay. This is not a delay.  According to cashapp policy, I am not to be held liable for unauthorized transactions but thats exactly what happened here. ******* denied my claim for unauthorized transactions that were made with my stolen/lost cashapp card without any reason. Cashapp clearly knew the card was not in my possession at the time those fraudulent transactions occurred. I want my claim reopened in order to get my money back from those fraudulent transactions.
  
  Sincerely,
  
  ***********************

  

  Business response

  07/03/2023

  Please letter attached. 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 22, I attempted to access my mobile application to check my bank account balance. It stated account dormant and provided a phone number to call. I called the phone number, only to be told that I would need to wait for a call back after the customer service agent looked into the issue. I called the local liberty lake branch and was told that my account had been closed May 2. I never closed my account so I was shocked to hear this. The account had $25,000 in it. I asked where my $25,000 went to which the lady could not provide an answer and said she would call me back. I received a call from customer service stating that my account was closed due to fraudulent activity when I made 1 transaction to buy gold. I did not receive any notice, not a phone call, letter, email NOTHING. I was told the check was mailed with my $25,000 on May 2, but never received a check. I showed up to the branch Im liberty lake, to be told that they would make it right, and theyve never seen anything like this before. Only to them be told by the assistant manager ******* that she would not be able to get me a replacement check for 30 days. she then shoved a form in my face saying I needed to sign it. It was a RELEASE, saying I wouldnt hold the bank liable. She said I needed to sign it if I wanted my money. I said absolutely not, youre not giving me my money why would I sign this? She then told me she was there until 6 and that I could leave and she would **** me a call. To which I responded no; I am not leaving until you give me the money you took? No normal person on the planet would let a bank close your account with $25,000 in it and just walk away like nothing. She was not apologetic at all, and If anything acted like I was inconveniencing her. She finally made a phone call and gave me a replacement check only to credit herself that shes glad she was able to do it for me? Was so awful. Awful experience. Only got me the replacement check cause she didnt want to deal.

  

  Business response

  05/26/2023

  Please do not share personally identifiable information with ******************; the specifics shared are for the benefit of the Accredited Business Resolutions understanding of the events that occurred with Ms. ******** account. 

  

  Business response

  05/31/2023

  Please attached letter that you can provide to the customer.

*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. ↩