Consumer complaint received 2024-12-04 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: OLD NATIONAL BANCORP
State: IL

Complaint narrative:
In the last week of XXXX I have set up an external checking account and linked it with the Old National checking account. The process took a verification trial deposit method which was successfully completed. However on XX/XX/year> when I attempted to transfer funds to my XXXX XXXX XXXX account I found out that although the account is showing on the menu as valid external account I am unable to do so. On the same day I also received email confirming my change of phone number to XXXX however when I contacted the bank 's back office I was told that this was not updated in the system. The info was sent to me as updated on XX/XX/XXXX, at XXXX but apparently this does not represent reality on the Old National Bank internal system. 
Beside getting a very poor customer service from the XXXX call center, the CSR I spoke with alleged the transfer was already made when in fact it didn't. I think the issue stems from the insufficient language skills for the rep there as the bank neither verifies or test the CSR language capability standards of the people working there. This comes from the practice of external outsourcing of this type of CSR functions to the CSR service based vendors who neither have capability to test their employees with English proficiency as majority of the jobs in the industry are gained through connections and nepotism rather than actual skill set. When I requested a US based CSR I got a gentleman who identified himself to me as XXXX # XXXX who was quite rude and demanded additional verification ofmy identity. After that he informed me that all of the info represented to me on the online website is not available to him on his end. 

It leads me to the conclusion that either the Old National staff is not properly trained to do their jobs and instead of providing a customer service they offer a word salad of excuses justifying their position vs inability to provide basic cusotomer service. So the issues here are as follow : 1 ) Either the staff is not properly trained to provide an online support service to customers in both internal website online functionality 2 ) the online platform they are using is not compatible with what is presented to the customers on their end or both. 

It is unbelievable that the screens available to customers are not the same what is available to customers after being logged in. Therefore the new updated phone number listed on my end is not the same as what is being presented to the CSR assisting me and the external transfer capability as listed under my menu of accounts is not the same as made available to the CSR on his end. So how is it possible for the agent to provide assistance if we are effectively looking at two very different set of data and info? Beside not providing the customer service as required the issue poses a serious online security risk which puts customers in a real threatening situation to their accounts safety and functionality. 

In short Old National Bank has refused to facilitate an external transfer transaction while the CSR represented an extreme level of arrogance and disrespect to the customer by failing to answer simple question regarding the account operations.

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