Consumer complaint received 2024-09-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: STATE BANKSHARES, INC.
State: NY

Complaint narrative:
I work for XXXX XXXX XXXX XXXX that uses XXXX company for XXXX medical reimbursement. Since XXXX of XXXX I sent four receipts to XXXX for reimbursement. I received notifications that receipts were approved but I never specifically check my bank account for them because Im using XXXX  for over XXXX XXXX years and checks always came to bank through direct deposit. 
{$200.00} check dated XX/XX/XXXX {$420.00} dated XX/XX/XXXX {$350.00} check dated XX/XX/XXXX {$150.00} check dated XX/XX/XXXX. 
On XX/XX/XXXX I went through my checking account summary and realized that none of the checks were deposited to my account and I contacted XXXX ( XXXX ). I was told that that all four checks were mailed to my home address. I was not aware of this, didnt authorize XXXX to do so and I never received the checks. I was also told that two larger checks, {$420.00} and {$350.00} were cashed out. During this phone call with XXXX, an operator switched my account info to the direct deposit preference ( the bank info was there all the time ) and transfered two smaler checks to my account. I requested a copy of those cashed checks and then communication with XXXX stopped and for weeks my companys Benefit Manager was trying to resolve the situation on my behave. I filed XXXX ' dispute form in meanwhile. Finally the copy of checks came to my Benefit Manager! The checks had my FORGED signatures on them and NOT my bank account number. I asked XXXX to investigate but didn't hear back. After a few weeks, my Benefit Manager gave me the info for Bell Bank -the bank who issued the checks through XXXX. I filed their dispute form on XX/XX/XXXX, notarized and mailed to : Bell Bank Attn : Check Payments XXXX XXXX XXXX XXXX, XXXX  XXXX They NEVER contacted me back. I called tBell Bank a number of times, no one could help me and every call was dropped in the middle of a conversation. I made my Benefit Manager and VP of our HR aware, and finally after nine weeks of no communication XXXX contacted me and created a case. After two business weeks of investigation, they closed my case : " The case has been closed, the only thing we can do on our end is provide you with the check images, which we have done. 
You filed a claim in you XXXX XXXX account, we processed and approved the claim, and we mailed you a check ( s ) to reimburse you for the funds requested. We don't have any control over what happens once we mail the check to you. 
If your checks were stolen and cashed by someone other than yourself, you will need to address that with the police and the bank that cashed the checks. 
If you have any questions, feel free to contact us at XXXX, Monday through Friday, from XXXX to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX '' {$770.00} are missing, this is the XXXX  service that supposed to help me to safe money. 
I went to police, by the way, begining on XXXX. They said I need to resolved this with the bank that issued the checks since they can track where the checks were deposited. I was told the same by VP of XXXX where I have an account, when I reached out for suggestions.

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