Consumer complaint received 2018-06-14
Company: BREMER BANK, NATIONAL ASSOCIATION
State: MN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2017 I made a payment to XXXX XXXX. The payment was returned on XX/XX/2017. On XX/XX/2017 I logged onto the online banking with Bremer Bank. While review the transactions on Sunday XX/XX/XXXX, I noticed ATM withdrawals that I did not make, nor did I authorize, nor did I benefit from. On XX/XX/2017 I stopped into a branch location with Bremer Bank in XXXX. XXXX MN and shared my findings with a personal banker. This personal banker informed me that I needed to call the fraud department and speak with them. I sat in the parking lot of Bremer Bank and spoke to the fraud department. This was an intake call. ( Bremer Bank fraud case no. XXXX ) I explained the situation during the intake call. One of the questions that was asked by the person whom that took my call was, When did you lose your debit card. My response was, Well, I can't answer that question and I would never give any bank an exact date to a credit card or debit card that was out of my possession because I can't answer that question. However, Sunday, XX/XX/XXXX late in the evening was the first day that I noticed my debit card no longer in my possession after I looked for it and learned that the debit card was no longer in my possession as well as the unauthorized withdrawals. Bremer Bank did credit me {$180.00} as a final credit out of the {$680.00} that was taken out of my checking account. Bremer Banks ' personal account agreement on page 33, state 's " If you tell us within two ( 2 ) business days after you learn of the loss or theft or your card, security code and/ or other access means, you can lose no more than {$50.00} if someone used your card, security code and/or other access means without your permission. I have contact in a complaint to Office of the Minnesota Attorney General XXXX XXXX and worked with XXXX XXXX in this office. XXXX was unsuccessful in getting Bremer bank to pay the {$450.00} that they still owe me. Shortly after my complaint to Bremer Bank in XXXX of XXXX, Bremer Bank closed my checking account and stated they would never do business with me ever again. XXXX XXXX in the fraud department of Bremer bank spoke with me on the phone telling me that I was a HIGH risk and will not open another checking account with me and will no longer do business with me. I said, over fraud activity? She responded yes. XXXX XXXX recommended that I file a complaint with the Consumer Financial Protection Bureau since Bremer Bank is not following rules and regulations. 
I never once had given anyone with Bremer Bank an exact date on when I lost my card. Again, it wasn't until XX/XX/XXXX when I noticed my card missing after I looked for it. I did review transactions online and I told XXXX XXXX that the last transactions that I made were on Friday, XX/XX/2017 and those transactions a valid from that day, so I would have lost the card between XX/XX/XXXX and XX/XX/XXXX, but don't quote me on the exact date, and since there were unauthorized atm withdrawals on XX/XX/XXXX and XXXX, the card would've been lost/stolen between XX/XX/XXXX and XX/XX/XXXX. Again, this wasn't learned until XX/XX/XXXX. I notified Bremer Bank on XX/XX/XXXX. XXXX XXXX said she has evidence that I said I no longer have my card in my possession as of XX/XX/XXXX, and this is the date XXXX XXXX made a final decision. I never gave anyone with Bremer Bank an exact date. But Bremer Bank needs to go by the date learned that it was no longer in my possession and that is XX/XX/XXXX.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief