Consumer complaint received 2019-06-20
Company: GREAT WESTERN BANCORP, INC.
State: AP
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I originated my account with Great Western Bank in XXXX XXXX SD in XXXX. The same year I moved to XXXX and continued to bank with Great Western Bank. During my time in XXXX I needed to have my bank visa debit card replaced on three occasions. The first time XXXX XXXX from XXXX XXXX XXXX XXXX XXXX Branch agreed to send me my bank card by currier in advance and then collect payment from my account on or after the XXXX of the following month. Unknown to myself When XXXX went to take payment for the currier expense the money was not there as I had paid bills in XXXX. Instead of informing me of this XXXX met with her manager XXXX XXXX and both ladies agreed to waive the cost and agreed to not allow me to receive my card in advance in the future. While I remain grateful this was done both women failed to inform me of this change which meant that when I needed a replacement card the third time. I was told that I had to wait until the XXXX of the following month for my replacement card. I was upset by this because as a consumer I have the right to be informed of changes in procedures or policies. I was never informed neither was I given an invoice for the cost or the chance to remedy for the lack of funds such as arranging to collect the following month. So that when I needed my third replacement card I was told that I had to wait until the third of the following month. The most recent replacement card request was made on or around XX/XX/XXXX or XXXX XXXX. My complaint is this : I have the right to be informed of changes in policy or procedures. I did file a complaint with the bank and instead of apologizing I got railroaded. Notes were added to my account so that when I call the number on the back of my bank visa card employees are told to route my calls to either XXXX XXXX in XXXX XXXX SD or XXXX XXXX in XXXX XXXX, SD. Because of these restrictions I am denied the right to request small changes that customers can normally request by calling the number on the back of my bank visa card. I got help from a friend who deposited a modest sum of money into my bank account to cover the cost of currier so that I could get my third replacement bank visa card on time. Had I been informed of the change in procedure I would have known to be more prepared to ensure the money was there for payment to avoid waiting. Had I waited until the third my card would not have arrived until a week later which would have affected my bill pays. I have the right to be informed of changes made on how my account is handled and I have the right to be able to call the toll free number on the back of my bank visa card and get the help I need without being limited to or restricted to speaking to two personal bankers. As a consumer I feel that I am being railroaded by this bank and punished for lodging a valid complaint. Prior to my complaint I was able to call the number on the back of my bank card and get the help I needed. The only time I was required to deal with XXXX XXXX directly was to request currier delivery of my bank card. Again I remain grateful to XXXX for waiving the cost of the currier expense in the past. My complaint is I have the right to be informed of changes made and to be fair I have the right to be given the opportunity to remedy for the lack of funds by being presented with an invoice for cost of currier and then the funds taken the following month as needed. I never asked for this cost to be waived this was done without informing me. I was not aware of this. Neither was I given the opportunity to remedy this. I was also not told of the changes in procedures. My right to be informed of changes in their procedures in relation to handling my replacement card was breached and my right to receive reasonable help by calling the number on the back of my visa card is now breached as there are notes on my account to route all my calls to either one of the aforementioned personal bankers. I was not informed these notes were put on my account until I called the number on the back of my visa card. Then the employees informed me of these notes to route my calls to one of two personal bankers. Also I lodged a dispute with a company I did business with and whom I am not satisfied with their services. I lodged this dispute through Great Western bank who told me they do not allow customers to speak to their disputes team. This obliges me to relay my details to a banker who forwards my details to the dispute team. As a consumer I have the right to speak to the dispute team. I am denied this right and obliged to relay my details through various bankers depending on who answers the phone when I call. Also I was told that XXXX XXXX and XXXX XXXX do not handle disputes which then sets me up to fail when I call and am informed that my calls must be routed to either XXXX XXXX or XXXX XXXX. I find this system of communication very annoying and inconsiderate of my rights as a consumer. Respectfully Submitted by XXXX 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 explanation