Consumer complaint received 2023-07-11
Company: OLD NATIONAL BANCORP
State: IN
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/2022, my friend XXXX XXXX XXXX asked me for her help. She stated that her sister was trying to send her money through XXXX, but it wasnt working. She knew that I had a set up XXXX account, so she asked if her sister could send me the money in order to deduce whose end of their transaction was broken. Later that day, at XXXX ( Central Daylight Time ), XXXX sister sent me the money using XXXX . I had Old National Bank, which is partnered with XXXX, so every XXXX I would send or receive would go directly into my bank account through Old National Banks online banking app. XXXX sister, XXXX XXXX, sent me {$500.00} with the comment Happy Birthday, and the payment had a confirmation number : XXXX. A few minutes later, XXXX XXXX XXXX me and asked if I had received the money from her sister. I said yes, and she asked if I could just XXXX  her the money since she figured out that her own XXXX was not working. I said yes, and at XXXX that same day, I XXXX  XXXX the {$500.00}. I thought nothing of the situation. I was just trying to help out someone I thought was my friend. On XX/XX/2022 at XXXX, I received an email from Old National Bank that my access to the XXXX services in my Old National Bank app were deactivated because of suspected fraud. At XXXX that day, after my class was dismissed, I walked to the Old National Bank located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX IN XXXX. They told me that the deposit and withdrawal from my account was flagged as fraudulent, and Old National Bank wanted to verify that it wasnt. I explained the transactions and why they happened so quickly, and Old National Bank reactivated my access to XXXX services. Fast forward to XX/XX/2022. I checked my Old National Bank banking app to find a balance of - {$470.00}, with a Pending Transaction of - {$500.00}. I immediately went into that same Old National Bank branch, and they told me it was an issue with my home branch, which is located at XXXX XXXX XXXX XXXX XXXX XXXX, IN XXXX. So, I contacted XXXX my home branch regarding this situation. I spoke with a woman named XXXX XXXX, and she told me that the transaction they had previously flagged as fraudulent was reported as a scam by XXXX XXXX, and that I now owed the {$500.00} she sent me. XXXX also told me to get into contact with XXXX XXXX to see if she would send me the money back. XXXX informed me that XXXX wasnt actually her sister, it was her then boyfriends sister, who she had broken up with since then. XXXX was of no help. When I told XXXX that XXXX wasnt of any help, she suggested that I contact XXXX since Old National Bank couldnt access my XXXX information. When I called XXXX, they said that since Old National Bank is a member bank, XXXX doesnt have access to my XXXX information since they dont have access to my bank account. I then called the number on the back of my Old National Bank debit card, which was XXXX. I spoke with a man named XXXX, and he told me that there was nothing he could do to fix the situation. He told me that it was entirely up to XXXX what happens with my account. I then called XXXX, who told me that even though I was the person being scammed, it didnt matter because XXXX had filed her claim before I did, and that since its a he said she said situation, I cant prove that Im being scammed. XXXX also told me that there was no one else who I could contact about the situation, and that she has been in banking for many years, so she knows what shes talking about. She was the most rude customer service representative I have ever spoken to. She did not try and help my situation at all. I found her boss XXXX phone number, which is XXXX. I called him and left him a voicemail regarding my situation, and he never responded to me. I have not been in contact with anybody in regards to this incident since XX/XX/2022, nor have I received anything from Old National Bank. My account has been put on hold since the day this all started, XX/XX/2022. Today, I spoke with my friends mother that works at Old National Bank. She informed me that the {$500.00} that Old National Bank wants me to pay most likely got sent to collections and will affect my credit score. I had no idea about this until today. I have no idea what to do now, and no idea how to prove that I was the one being scammed in this situation. Please help me recover the money Old National Bank has wrongly taken from me, and please help to finally resolve this ongoing issue that no one seems to have any answers to.

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 explanation