Consumer complaint received 2021-07-07
Company: PACIFIC PREMIER BANCORP, INC.
State: AZ
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Complaint is about Pacific Premier Trust ( " Pacific Premier '' XXXX, a division of Pacific Premier Bank, which is failing to credit deposits of funds to my account and provide other services for which I am paying fees. 

I have maintained an IRA account with XXXX XXXX XXXX since about XXXX. Pacific Premier recently acquired XXXX and took over the IRA account. MY IRA account holds two rental properties. One tenant submits rent monthly by means of a paper check. XXXX  ( the XXXX XXXX XXXX XXXX pays rent on a second property monthly by ACH. I pay Pacific Premier substantial account maintenance and other fees on the IRA which collects rent and pays expenses as directed. 

On XX/XX/XXXX Pacific Premier rolled out a " new enhanced system and on line portal. '' On or about XX/XX/XXXX XXXX made an ACH deposit of rent directly to Pacific Premier following the deposit instructions provided by Pacific Premier in it's glossy brochure entitled " Looking Closer Your Guide to XXXX XXXX XXXX at Pacific Premier Trust '' ( " Guide '' ) provided to account holders. On XX/XX/XXXX we mailed a tenant rent check to Pacific Premier 's mail processing center in XXXX, Mass. as provided in the Guide.

Initially Pacific Premier failed to post both the ACH transaction and the paper check to my account. I tried to rectify this problem with telephone conversations to Pacific Premier on XX/XX/XXXX XXXX XXXX XXXX XXXX, XX/XX/XXXX ( XXXX, opened ticket # XXXX ), XX/XX/XXXX ( XXXX XXXX, XX/XX/XXXX ( XXXX ), XX/XX/XXXX ( XXXX XXXX, XX/XX/XXXX ( XXXX and XXXX XXXX. I repeatedly was told a supervisor would contact me, but no one called. More calls XX/XX/XXXX with XXXX and XXXX. Finally I received a call on XX/XX/XXXX from XXXX XXXX, a supervisor. 

On or about XX/XX/XXXX XXXX initiated their monthly ACH rent transaction. 

The good news. Pacific Premier has found and credited to my account the XXXX  ACH deposit of XX/XX/XXXX. 

The bad news. Pacific Premier has lost the paper rent check sent to them on XX/XX/XXXX and has not posted to my account the XXXX  ACH deposit of XX/XX/XXXX. 

Pacific Premier has requested that our tenant take the time to initiate a stop payment order with the financial institution that issued the XXXX rent check and issue a new replacement check.

Pacific Premier continues to charge for services they do not provide, including : a. transaction records for the period prior to XX/XX/XXXX are not available at the on line portal and promised prior quarter statements have also not been downloaded ; b. for the benefit of both the IRS and the IRA beneficiary, Pacific Premier is responsible for maintaining records which distinguish pre-tax and post-tax IRA contributions and apparently those records no longer exist ; c. Pacific Premier now improperly lists the cost basis of real estate assets as XXXX, even though each property obviously had a purchase price ; and d. Pacific Premier no longer provides email confirmation of account transactions even though such is listed as a benefit of holding the account.

Company response to consumer: Closed with explanation