Consumer complaint received 2025-05-28 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: OLD NATIONAL BANCORP
State: TN

Complaint narrative:
On XX/XX/year>2025. I received a message from the bank authorizing an amount of {$240000.00}. I replied 'No '' and shortly afterward, I received another message stating | would be getting a phone call. At the time, I was at work, and due to our strict no-phone policy ( as we work with XXXX ) , I had to get approval from my manager to take the phone call.

Once l explained it was regarding a possible fraud alert from my bank, my manager allowed me to answer.

I took the call and informed the person that I was at work and needed to keep it brief. The caller said the call was being recorded and that I needed to write down a reference number. I told him I didn't have anything to write with, so he instructed me to open my phone, go to my contact information, and type in the reference number there instead. I was confused, and told him I didn't understand. After I told him that he said he was going to give me a video message call for people like me that don't know how to use the phone. I answered the call because it said it came from the fraud department. I really believed it was a genuine call, the call was labeled as coming from the fraud department, I genuinely believed it was official. I trusted that I was speaking to a real Bank representative who was helping me protect my account, that trust led me to follow his directions. While I followed his instructions, I noticed he seemed to be entering some number. I asked what those numbers were, and he told me they were linked to an account where my money would be 'safely transferred '' due to internal fraud at the bank. At that point, I began feeling uncomfortable with the call.

When I opened my bank app, I saw that 2 transactions were already taken from my account. I told him I was going to call the bank myself. He insisted that the fraud was coming from someone inside the bank and that the funds needed to be moved for my protection. I ended the call and immediately contacted my bank. Since then, I've had minimal support from the bank. I made 15 calls, 9 of them were to the manager, till this day I haven't spoken to him.

I filed a police report and cooperated with the claims process, but when the bank opened the dispute, the representative XXXX, asked very few questions and didn't appear to investigate thoroughly. I only received two follow-up calls. One of the calls was the voicemail from XXXX. Ultimately, the bank denied my fraud claim. 
They told me to contact XXXX but when I did, XXXX confirmed that the money came directly from my bank account, not XXXX XXXX, and stated that the issue was the bank failed to protect me and mishandled the fraud investigation. 
The bank failed to take appropriate action to safeguard my account, despite that I was the victim of fraud. 

The fraud investigation conducted by the bank was incomplete, lacked urgency, and did not reflect a good faith effort to resolve the matter. 

I believe the bank neglected its duty of care to protect my funds and properly investigated a reported case of social engineering fraud. 

Despite promptly reporting the fraud, I received minimal follow-up support, which demonstrates a failure on the bank 's part to address the situation responsibly. I've trusted this bank with my finances for 12 years, and this is the first time I have ever needed serious assistance. Unfortunately, I feel that the bank has failed to support me during a critical moment when I was the victim of fraud.

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