Guaranty Bank Customer Service Contacts
United States - 53209
|Mon||8:30 AM - 5:00 PM|
|Tue||8:30 AM - 5:00 PM|
|Wed||8:30 AM - 5:00 PM|
|Thu||8:30 AM - 5:00 PM|
|Fri||8:30 AM - 5:00 PM|
|Mon||8:30 AM - 5:00 PM|
|Tue||8:30 AM - 5:00 PM|
|Wed||8:30 AM - 5:00 PM|
|Thu||8:30 AM - 5:00 PM|
|Fri||8:30 AM - 5:00 PM|
This bank has the most horrible costumer service!!! Do not bank with guarenty bank!!! If you ever decide to bank with this for-profit company, never leave the midwest because they will keep your money hostage. I banked with them for 10 years and didn't have an issue until I left the state. I moved to the west coast and notified the bank in person, twice, that I was traveling through certain states. They both penciled it down but I doubt they did anything about it. I broke down in south dakota, no vehicle, and stranded in a small town. I needed most of my money out my account to leave and they refused to allow me to withdraw my money from out-of-state. I was forced to use my credit card and had to pay a hefty fee. It was biting nails trying to have the very empathetic "guarenty" bank to give me my money over the phone. They were also very rude and overall mean to me for even wanting my money... This bank really cares for one thing, to cover their # with fraud and keep your money as tight as they can. Even cancelling my account with them was a pain stacking process... Please bank with a credit union... They are more helpful, community based, and not-for-profit.
I don't even know where to begin-
Guaranty Bank is the most incompetent, poorly administered, and customer hostile bank I have ever had the displeasure to do business with. The only reason that I am still with this bank after closing my original branch (Aurora, IL) and then my next assigned branch (Bolingbrook, IL), and then my next assigned branch (Crest Hill) is that the personal bankers have been very helpful and, get this, NICE! and now I am on my way to a branch to get this totally cluster-F of a mobile deposit settled. They close branches and point to the supposed fantastic mobile app as the best way to do business with this POS bank- my check deposit was denied because of "A duplicate check was detected" this is absolute non-sense- I have reviewed the deposit on the mobile app and there is absolutely no way that this could ever be misconstrued as a duplicate check! and there is never any customer service followup to complaints- I HATE THIS BANK!
Be very careful if you make payments using your Guaranty Bank account or debit card information. Even if you opted out of their overdraft coverage they WILL NOT decline payments sending you into an overdaft situation, will charge you $37 each, and then send your account into a spiral for even more bounce fees. They are shysters just waiting to trap you by their terms. STAY FAR AWAY of Guaranty Bank no matter how convenient they or luring their promotions seem to be. Even their own staff are embarrassed by having to enforce the conniving shenanigans (legalized robbery) of their policies and terms.
I wrote a check and an unexpected charge came in from a website. I was $3.00 over and didn't know it. They sent the check back and paid the $3.00. I made a deposit the next day to cover the check and their $27.00 fee. The check cleared that day. I had an extra $25.00 in my account. Without any notification, the place I wrote the check too, billed my account $30.00. Guaranty Bank didn't pay it and charged me another $27.00. I had no knowledge of what their returned check fee was. They could have have charged $50.00 and I wouldn't know it. By the time I realized what had happened, 10 days passed and Guaranty Bank charged me $28.00 each day my account was minus. I was all of a sudden -$282.00. I didn't know that the Bank charged $28.00 a day for 14 days. It used to be $8.00. I called the bank as soon as I realized what happened and complained that I was never notified of any of this. They told me that I should call for my account balance everyday. I have banked there for the last 30 years and never had a problem like this. I keep the balance in my checkbook and was always notified if there was a problem. I get paid once a month and didn't have the money to put in for another 5 days. So I got charged for 4 more days. Now I was -$394.00. My check was automatically deposited and I was in the black. And guess what happened? 15 days later the $30.00 charge came in again, and I got charged $27.00 again. It all started over again at $28.00 a day. I finally called them a bunch of robbers and stopped the automatic deposits. I had given them more than $700.00 in 1 + 1/2 months. I am still minus and have refused to give them any more money. I couldn't afford to feed my family and said I'll be damned if I starve while they steal money. And we the taxpayers have to bail out the Banks? Welcome to the 21st century and Obama!
A former Guaranty Banker
I had been banking with Guaranty Bank for the past 3 years. Everything was fine until I married my Wife last year in April. Ever since then it was just awful.
We wanted to set up a joint bank account and to have her have her own personal checking account. We opened the accounts and ordered the cards. The joint account cards came in just fine, but her personal account was taking longer than usual. We actually waited for 2 months before going in to see what the matter was.
The manager at the Eagan location told us that the cards are still being shipped and I should receive it by next week. We stop by 2 weeks later and he tells me that it was delivered. I told him we still don't have a card, to which he responded that to order another card it'd be another $5 to send one out. I wanted everything to be done with, so I agreed and ordered new ones. The new card came in, by it took another month and a half to receive it. The only catch is they got her last name incorrect (She hyphenated her last name).
We came back to mention the wrong name, but now they were telling us she doesn't have an open account due to inactivity. We couldn't use the account in the first place because we didn't have a card! They didn't want to refund the little money we had in the account (We put in the minimum of $25 or so). I should've left at that point, but we opened another checking account under her name.
A month and a half later, everything was fine, she had her card (Still with the wrong last name), we were hopefully done. That is until we noticed she was getting charged for "Returned Mail" (IE: Junk Mail). I've been receiving mail this entire time without a problem. We both have the same address, so it shouldn't be a problem. We approached the manager at the Savage location about the charges and she refunded us back. She double checked the addresses and they were the same.
Some time later I went to set up online bill pay so I can easily pay off my credit card (not with the bank). When I set that up, everything was "okay" until I saw that payments were refused. I tried through the credit card's bill pay and guaranty's bill pay. Neither worked. I found out that my personal checking account number was incorrect for the online bill pay. I was on the phone for 2 hours with Guaranty to figure out that I had to call up the online bill pay company that handles all payment for Guaranty to get this fixed. That company said that it was Guaranty that was in the wrong. A week later and my credit card bill still unpaid, we found out it was something that could've been done at the Guaranty Bank location (I got the helpful manager from Savage again).
The final straw was when I started to get more charges of "Returned Mail" on my wife's account AND my joint account. I went to close my accounts at the Savage location. Before I closed them, I forgot to check to see if my check with my apartment and electric bill had been cashed. The manager there (Same lady and all) said "I see two payments in, everything should be okay!" Oh it was not okay at all.
I received a letter from my apartment complex when I got back from Easter Weekend (which so happened to be the same time as my Anniversary with my Wife. Plus preparing myself for an upcoming interview for a promotion) about the check not going through. So I was charged an additional 8% for rent, $30 for the insufficient bounced check, and I had to get a money order for $3 to pay my rent. The electric I didn't want to have shut off so I had to call in, and got charged a $3 "Convenience" fee (It was all automated) to pay over the phone.
In total I've been charged a total of nearly $150 because I was banking with Guaranty Bank. It is not worth your time, effort, or money to bank with them. I'm just going to stick with the big banks in hopes I don't get too screwed over.
They charges me a $2.50 fee on top of the $3.00 fee to use my debit card more then twice in one month causing my checking account to be overdrawn 68 cents. And now thay have charged me $198.00 in overdraft charges!!!
Keep in mind that even if you do opt out of "courtesy overdraft service" there are still circumstances where the bank can still charge a fee for transactions made with you card. Here's my horror story about Guaranty Bank of Wisconsin: I had a payment through Paypal with my Visa check card that was wrongly coded as reoccurring even though I had not authorized it. They did not have my account number so it was a pin-less debit transaction using my Visa number. It overdrew my account by $6.00. As I was not expecting any transactions on my account I was not logging in to check my balance. By the time I got the letter from my bank it had been several business days. At that point in time after 3 business days the bank began charging $10 per day in addition to the initial $37 fee. When I got the letter my account was already -$93. They agreed to reverse the initial $37 fee but I still could not deposit enough to stop the $10/day charges from building up. I reached the maximum period of 10 business days for the daily fee. Paypal reversed the initial charge that caused the overdraft because it was made in error. I called Guaranty Bank back to see about having the daily fees reversed also because I had opted out of overdraft service for debit card transactions and now I had Paypal verifying that it was not supposed to be a preauthorized reoccurring charge. It should not have occurred at all and was wrongly coded so that instead of just being declined it caused a fee. Along with the refund of the erroneous transaction that PayPal deposited back in my account the fee reversal would have made my balance positive. They said that because the $37 was refunded they were not able to reverse the $100 in daily overdrawn account fees. A manager said that he tried, but their system would not allow him to do it. By this point I had opened an account at a new bank that I am happy with and switched my Social Security Disability to that bank for Direct Deposit, so I left the Guaranty checking account alone. A couple small direct deposits of SSI for my disabled daughter that were still going to that account would have brought the balance (about -$96) up above zero within the 43 business days that they allow before closing the account and charging another $50 fee. I left it set to go to that account for another month to pay off the fees before I closed the account. They would not let me close it with a negative balance and I did not have enough to spare that month to pay it off in full. I had maxed out the days they charged the daily fee for, shut down my check card, and was no longer using the account. There would be no new transactions so I did not expect any more fees. What I did not realize was that they just changed their overdraft policy towards the end of February so that they now charge $28 per day that an account is overdrawn (instead of a per-overdraft fee +$10/day for 10 day max after the 3rd day like they had), up to 14 business days and beginning on the first day that an account has a negative balance. They began charging me this on the first day the new policy went into effect (even though their overdraft policies in effect when the initial overdraft occurred indicated that I had reached the maximum length of time for consecutive day overdrawn account charges) so the $125 deposit will not be enough to bring the balance up. The new policy going into effect has caused another $392 in fees (14 days at $28/day) and I can not afford to put another $363 into the account to bring the balance to zero before the account is closed and the $50 closing fee is added. I just cancelled the direct deposit and let them close the account. By the end the transaction that caused a $6 overdraft that should not have been processed at all and was refunded by the merchant along with the initial overdraft fee for that transaction still resulted in $492 in fees plus another $50 for account closure for a total of $542 in fees
I checked my account today, and notice that $49.90 had been taken from my account. this took me into a over draft now i have to pay $49.50 plus $37.00 over draft fee, my account is right at $80.00 negative. who are these people and how are they getting into people bank accounts. I'm PISSED!!! Off work with a back injury, dont have any income and these people stealing from me.
First of all they are great with the promises and why you should bank there
As we later found out this is not true but was told to my husband and myself as well as a referral client we have; the main lie and sales point they used with us was "if you have to buy something and don't have the funds it is ok as long as you get the funds in the account by closing, 7PM! not 3 like other banks our business day ends at 7 so if the funds get here by then you are fine." wow I though this was a great feature probably wont use it but nice anyway. Here is where everything can crashing on my account.
The breakdown is as follows
I had $57.44 and I had 2 pending check totalling $50 so lets start there. OK so my checks post as expected I had $7.44
Everything is great until a company I no longer do business with charged 2 payments of $29.97.
Off the bat I am hit with a $35 fee for my account available balance going negative. Instantly I noticed the error and contacted the company who issued a refund on both charges within 24hrs. and called the bank to see if I could get there by 7pm and add $60 until this gets straightened out.
Keep in mind what we had been told, if you get there by 7 everything is good; so I assumed if I rushed to the bank disaster could be avoided, I was told there was nothing to be done, that once a charge even if pending reflects the account and if it brings the available balance negative the $35 is accessed. I was told the fee is not reversible and I should have never been told that I can deposit the day of a charge, and "if" I was told this by a branch and had proof I was told this they can look into things, and at this point there is nothing I can do but wait.
The next day the charges had been refunded however my account sits in the hole because the bank has two charges of $37 one for each accidental charge that has now been refunded and my account reflects this refund as well as that $35 charge for bring the available balance negative.
So I called the bank again, ok the best option the have was to have a request sent to the head office so someone there can decide if the charges can be removed and my account can simply go back to its tiny $7.44, really this is all I want. but I was told this can take up to 3 business days.
Yesterday I check my account and see additional charges $8 each day for having a negative balance, total fees $35, $37, $37, and $8
Today I check, refund, not that great because the feel only a $37 refund is allowable, total fees $35, $37, $8 and $8, so I call to see what gives thinking maybe the agent I spoke with was unclear in the letter of what needs to be refunded, not the case the bank feels the error is a "merchant" issue and the company who first charged the two fees causing this downward spiral is at fault and they should refund my fees.
Now we are looking at a weekend and my guess is even though deposits can be made and I can reach anyone to fix these issues I will still be racking up my $8 a day fee.
Bottom Line: I understand bank fees however this is an error, it was corrected in 24hrs, the reality is the bank never lost money and I have 3 accounts with this bank and have been a good referring customer, I was not out buying anything I did not have funds for, and stop training your employees to say that you have until 7pm to add funds to an account if this is untrue, as mentioned I know multiple people told this and I clearly remember this as it truly was a sales point for me, don't tell someone that they have to prove that they were told this because that is just insulting.
Their fees are outrageous and their employees rude, condescending and dishonest. I had three accounts with this bank and I can honestly say, they are by far the worst bank I have ever banked with.
When I set up my accounts, I explained that I would like my savings and checking account linked together, so that money was transferred automatically from one account to another. No problem, they told me. There would be a $7 charge and I would receive notification of the transfer.
In December, I did not check my account, but hey, if I was overdrawn, they would inform me, right? Wrong. Eleven times in a five week period they transferred money from my savings to checking account, costing me a total of $77 and not one single notice.
I called customer service. They told me refunds were impossible. I asked to speak to the manager. I was told he could call me back in 2 to 3 business days. I insisted I could not wait around for days hoping for a phone call and eventually was connected to a rude and abrupt man. He told me "You signed the papers, so you should have read them first. Refunds are impossible" and that I should have kept better track of my account. Good point, but where was the promised notification?
I went into the local branch and complained and said that I had not been notified of the overdrafts. They insisted that I had received them and told me "You need to check your mail more thoroughly" I assured them that I had checked my mail and that I could not possibly have overlooked 11 notifications. They insisted I had.
They eventually said they would refund half the charges. They came close by refunding $35 of the $77. I let it rest and marked it down to experience.
Two weeks later, I received a notification of a further $30 in fees for overstepping the six-transfer rule on my savings account.
Again, I went into the bank and was told that I should not have misused my accounts the way I had. My argument was that they had been the ones transferring money without letting me know. The manager was rude, argumentative and continued to insist that I had received notification of each transfer from them.
I eventually gave up and closed out my accounts. While counting out my money, the manager told me that they would soon have the capability to notify me of overdrafts by text message. Did she really think that would make up for poor service, expensive charges and rude employees?
I will never go back to this bank again and would strongly advise against anyone banking there.
I was recently charged "overdraft fees" on my account with Guaranty Bank. When sending in an email to customer service to request the fees to be removed, I simply recieve a canned response that this not possible. So I call into the customer service department after TWO rounds of being hung up on after over a 20 minute hold each time, I speak to Lakesha (not sure if that is spelled correctly).She was extremely rude, cutting me off as I spoke.What kind of customer service center do they run? I also called back to speak to a manager, spoke to a representative, young man with the same attitude and response He would not let me finish a sentance, its like they have the same response for every customer that calls.He proceeded to tell me there was nobody else there I could speak to. Being persistant, I FINALLY got a manager, who then ACTUALLY let me ask my question and explain my reasoning as to why I was requesting my HARD earned money back. But of course the same response, they are not able to refund me. No one there could explain to my why at my local branch I was told I could "contact corporate for a reversal"(as this was the only place who had the ability)and why they were telling me this was merely IMPOSSIBLE.And then to be told to ask for Leah's manager Shane who was not even in the office.WHAT A WASTE of TIME AND HARD EARNED MONEY!!My personal opinion is that they need to screen for better help, people who sound more educated and considerate! I have never seen a company who has no reguard for a consumers financial stability as this!
They locked my entire business account because one of my clients gave me a check that bounced - and my available balance more than quadrupled the bounce check. I called Cust Serv (horrible)! She told me it was their Loss Prevention policy to lock the account and that they could not lock the account for just the amount of the check - so the whole account was locked. WTF? this actually makes sense to them??!
First, their technical incapabilities is not my fault - do not implement polices you can't enforce effectively. Second, Guaranty Bank should lock their own business account based off of one bad check and see how they're business is suppose to function - don't create policies you can't even live with. Third, how DARE YOU hold peoples money and decide if and when they can use it.
I'm so glad I didn't close my previous bank account since I was going to fully switch to Guaranty Bank. Crazy, what was I thinking!
EVERY SINGLE TIME THERE IS ANY TRANSACTION ON THIS ACCOUNT, I END UP GETTING CHARGED FEES - THIS LATEST ONE...
I was just going over my g-child's bank statement & found whence Guaranty Bank hit her for two $30 telephone service fees I DONT THINK SO!!! You freaking ###s, I will close that account down, and I will Pull my money out of there as well, PLUS I have two other family members willing to close their accounts I will be paying your bank a face to face visit & I EXPECT GUARANTY to refund that child's money! IMMEDIATELY, Everyone check your bank statements, the banks have more $$$$ than any of us do, so don't let them cheat you!!