Consumer complaint received 04/29/2016 about Bank account or service (Other bank product/service) with ASSOCIATED BANK, NATIONAL ASSOCIATION (WI).
Issue: Account opening, closing, or management

Complaint: A business consultant from Associate Bank of XXXX XXXX, Wisconsin secretly signed me up for a 48 Month Non-Cancellation agreement when I distinctly asked for a 12 month agreement. I articulated my Merchant Service needs and concerns with this Associated Bank business consultant ( who was seated less than XXXX feet away from my work zone ) as I was actively serving customers both at the Drive Thru window and the walk-up counter. Before his arrival to the XXXX XXXX, I had an existing month to month Merchant Services agreement through XXXX XXXX, but was unsatisfied with XXXX deliberate approach ( in my opinion ) of systematically adding hidden fees, padding fee 's and placing unauthorized service charges on Monthly Statements. When I called to question these unauthorized fee 's, two monthly statements over the next three months were not sent to my e-mail address. I found that to be odd ... 
Several disputed unauthorized fee 's and service charges that were removed from my Bank Account still have not been returned to me as of today XXXX/XXXX/XXXX. I was also informed that XXXX XXXX has an 'elevated secret panel ' that decides which disputed fee 's and/or charges get returned to the customer. Is this legal? 
The 48 month non-cancellation agreement was NEVER discussed nor even REFEREED to by the Associated Bank/XXXX business consultant. He did however, verbally offer to serve as an advocate or mediator if there would ever be any problems with disputed fee 's, unauthorized service changes or other hidden expenses that would 'possibly ' find its way to the new monthly statement through Associated Bank/XXXX XXXX . This type of customer service would potentially save me up to 20 minutes of stand by time per call with a XXXX XXXX Billing Representative. This promise, unfortunately turned out to be an empty XXXX! 
My business relationship with Associated Bank of XXXX XXXX, Wisconsin was healthy before this business consultant arrived onto the scene. Only because of this relationship, I gave XXXX a second chance at providing the Merchant Services I desired for the Coffee House. 
XXXX XXXX XXXX XXXX sent a 'Welcome Letter ' with the surprise details of the agreement some time after the business consultants slippery maneuver at the XXXX XXXX . The consultant ( representing both Associated Bank and XXXX XXXX ) stated, " everything you 've requested with me today is 'in place ' - all you needed to do is give your authorization on this Tablet. '' I never signed a paper agreement nor did he ever mention a word about the Non-Cancellation Agreement. 
At the time of our discussion, I had approximately 15 months remaining on my business locations lease and certainly informed him of that fact. I also mentioned that I wanted to save approximately XXXX dollars per month with any new agreement, before cancelling my active month to month with XXXX XXXX. 
I told him that I did not want to waste any capital by changing over to the Associated Bank Merchant Services - if that would be an issue. Obviously, to my surprise, after making the time to thoroughly read over the paper agreement that was sent to me by mail ( approximately four weeks ago ), it triggered disbelief, frustration as well as shock. 
Ironically, I found the XXXX XXXX XXXX XXXX 'Welcome Letter ' mixed in with some junk mail that was sitting on my office desk - I was in the process of accumulating various numbers for my XXXX Tax return.

Company response to consumer: Closed with explanation