To Whom it may concern,
The reason for my letter is because Compass Bank has charged me with overdrafts amounting to $315, that I do not agree with. Originally Compass Bank took $385, but they did return $70 to me.
The overdraft charges took place on the 8th of May. I checked my account on the online banking to see if I had enough money on my available balance (the bank says it is the amount you have available with everything pending already deducted) and it said I had $48 available in my account. So I spent $20.07 at HEB Grocery store, $7.52 at Kobe Japanese Steakhouse and $2.71 at Samsung which totals to $30.30.
On the 9th day of May I went to the bank before 3pm and I made a deposit of $60. I checked the account when I arrived home and it said negative $170.00. I was wondering what happened, but the bank was closed.
On the 10th of May I decided I was going to go to the bank and ask what that was about and in the meanwhile while I find out, I wanted to make a deposit of $80 to help my account a little bit. When I arrived at Compass Bank there was only one person working and there were a lot of people in line so I decided since there was no manager at the moment I would make a deposit and return tomorrow.
I received a call on the 11th of May from a lady called Roxanne at the Compass Bank in Phoenix, AZ., she left me a message and I returned her call. I spoke with a lady named Christy and she told me Roxanne was on the other line and she took a message. I received no call back so I called again and decided to just speak with Christy because by that time my account was at negative $250.
She explained that the charges were correct. She did not tell me why that's all she said and I asked her, Well, what is the point of the available balance if it is not accurate? She said that it is not always 100% right. I asked her why does it not explain that on the website then? She explained that it is just a tool to help you, but it is not always correct. She said I should be writing it down every time I use my card.
We were getting nowhere. She offered to take away two $35 charges and did. I got off the phone with her and I started checking my online account to find out when I went negative, now that all the amounts had posted. I could not find where I went negative.
On the 12th of May I printed out my online banking statement and called customer service and asked them what was my ending balance on April 29 and the man answered me $714.16. So I began to do the math from the ending balance on the 29th of April to the end of the 9th of May which is when I supposedly went negative.
From their records and mine I never did go negative. What happened was that the purchases I had made on the 6th-7th had posted to my account which I had the money for. Then I made the three purchases on the 8th of May which according to the available balance on their website I had the money for. Either way I had made a deposit of $60 on the 9th of May and the $30.30 I spent on the 8th did not post to the account until the 10th of May.
Any other bank, since they put the money you deposit into your account right away, would not have charged you anything. But Compass Bank has a policy that they will not post the amount that you deposited until everything went through that you used on your card anytime before the second you made the deposit.
So fine according to their policy I went negative for the $30.30, which is fine then charge me $35 three times, but no, they charged me $35,11 times for things I had purchased on the 6th and 7th of May that were posting to my account on the 9th of May even though I had the money for it in my account.
I spoke with Roxanne finally and she told me that their policy is, let me try and explain because it is so crooked that it is very hard to understand or even try to explain, she said that the amount that I spent on the 6th and 7th had been deducted from the available balance (pending, but not posted) and then I spent $30.30, so that was deducted from the available balance and brought me to a negative status so when the amount I spent on the 6th and 7th started to post that was deducted from the available balance again (in other words they charged me twice) so they charged me $35 for everything that posted to my account even though I did have the amount to cover that in my account.
I should have only been charged for the amounts that made me go into a negative status which was the $20.07, $7.52 and $2.71, but they charged me for other purchases I had made on the 6th and 7th that I did have the money for as well. They said that, that is their policy. I disagree with this policy because it is deceiving and poor business moral, it shows absolutely no costumer care.
This a very cruel way to treat their customers. My husband and I have worked hard for that money and now, due to this situation, we are extremely behind on bill payments. I do not agree with their actions and would really appreciate it if you investigated this matter.
Adriana
PFLUGERVILLE, Texas
U.S.A.
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