Elaine Robertson sent a message to William Rogers that said:
I am extremely upset right now. As a domestic violence survivor who is trying to rebuild my life and support my daughter and 2 granddaughters, I have had a horrible experience with your bank. Over the past weekend my account showed an available balance in the positive. I paid my car insurance, still showed positive, bought $39 worth of groceries, still showed positive, made a $14 purchase, still positive, and lastly had to make a small $4 purchase, available balance as of Sunday, and texted to me on Monday morning was still positive. Yesterday I opened my account as I knew my paycheck had gone in and I see I was charged 4 overdraft fees!! This was literally my grocery money for 2 weeks! Once I pay my bills and rent I now have no money for groceries. I contacted customer service and they said there was no supervisor on duty to help me. Told me to call back today. They claim that a pending transaction that occurred on 12/31 was what caused this problem. Well, I never saw the pending transaction until yesterday!!! It did not show in my account when I paid my insurance on 12/29 as a debit, point of sale. It did not show on 12/29 when I went to the grocery store and spent $39 as a point of sale. It did not show on 12/30 when I went into Family dollar and spent less than $5 as a debit, point of sale. But suddenly it is applied to my account prior to any of these purchases??? I requested a refund of 3 of the overdraft fees. The 4th I am dealing with the company who made the charge as I am set up with them for charges to occur on the 2nd and 17th of each month so they are at fault for that one being charged early. Your customer service reps refuse to refund anything because they say I received a courtesy refund this year already! Yes, when this happened early last year as well! At this point I am ready to take all of my printouts to a class action attorney, file a complaint with the state bank regulator, tell everyone on social media to stay away from this bank, and I am definitely looking at other bank options to switch my account. Your reps wouldn't even get a supervisor for me to discuss this with and truly don't care the devastating effect this amount has on my budget now.
