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DuQuoin State Bank complaints

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15 East Main Street
Du Quoin , IL 62832 | Get Directions

(618) 542-2111

http://www.duquoinstatebank.co...

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Total Amount in Dispute:
$14.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against DuQuoin State Bank closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against DuQuoin State Bank

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7/25/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $14.00 Amount Settled: $0.00

Customer Complaint

7/1/2024

The bank advertising free checking but they are taking 2$ a month from my account. I don't need any statements from them. We are in a digital world. I've spoken to them and they refused to stop taking money from my account. I want my 14$ dollar back. I joined this bank in December of 2023. Please return my money and stop taking anything from my account. I'm a disabled senior on a fixed income. I don't have 2$ by the end of the month. Resolution Sought Stop taking money from my account and refund 14$ back to my account. This is free checking account.

Company Response

7/18/2024

The account Disclosures provided to customers at the opening of all Free Checking accounts, specifically states that the account holder will be assessed a $2.00 monthly fee for paper statements. In order to have this fee waived, the customer must enroll in online banking, select e-statements, and accept the terms and conditions of e-statements. The customer spoke to two representatives on two different occasions regarding the fee. She was told the same information that she received at account opening on how to waive the monthly paper statement fee. The employees offered to help her set up her online banking and walk her through the process. The account was opened in December 2023. The customer did not opt to enroll into online banking with e-statements until June 28, 2024. She received paper statements each month until she opted out of them.

Customer Rebuttal

7/18/2024

I want my money back They owe me 14$ They advertised"Free Checking" Dies that not mean free I want my money back That is still what I want that all I'll settle for. Clearly false advertising and I was never informed of any theft from my account monthly by this financial institution. And never agree to it. I was never told verbally they were going to take money from my account. This bank can't even give money orders. The ATM are always down. They clearly lack in customer service. They FALSE advertising great customer service on the phone announcement. Here is there chance to correct some of these issues. Stop false advertising and do there job. This has caused a financial hardship on a senior citizen. Get real

Company Final Response

7/23/2024

Du Quoin State Bank offers Free Checking with e-statements. The customer was informed at the time of account opening in December 2023 that a $2.00 monthly fee would be assessed for the production and delivery of a paper statement. All customers sign an acknowledgement that he/she has received all disclosures pertaining to the account, including fees and features. This disclosure is executed and included in her customer file. The customer did not opt out of the paper statements until June 28, 2024; even after being explained to repeatedly by bank employees, how to stop the fee and paper statements by opting out of the paper statements online and signing up for e-statements. The customer received the paper statements she was charged for and was

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