ComplaintsforThe Harbor Bank of Maryland

• Initial Complaint

  06/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 15th, I made a purchase for a new phone as my phone was broken the previous day. On June 17th, I received a phone call from Jonathan at the Harbor East location asking me if I made a purchase for a specific amount. I informed Jonathan that I did. He stated that the funds would be unlocked and he would send an email to some department for the lock on my card to be removed. I don't use my bank card every day and I had faith that the issue was resolved. I discovered a week later, this past Saturday when I tried to use my bank card to make a purchase, that my card was still locked. I was unable to find a number for the fraud department. I was told by the lost/stolen department that I would have to wait until Monday to resolve the issue. I called and spoke to Jonathan today who then informs me that I have to get a new bank card which take up to 2 weeks to receive. This is completely unacceptable!! It's no reason for me to have take my time and waste it on an issue that should have been resolved last week. If the system is to text but a person's phone is broken, why isn't there another system in place to confirm that there is or is not fraudulent activity on an account? Now I am expected to waste my time, waste my gas and go without a bank card for 2 weeks due to the unprofessional staff of The Harbor Bank of Maryland. After 9 years, I will have to find another bank to bank with. This is just unacceptable across the board and with no reasonable resolution to a situation I did not even cause, I really feel like Harbor Bank could care less about the people who use their banking services.

  Business response

  08/06/2024

  Dear Ms. *****:
  
  Recently The Harbor Bank of Maryland (HBM) was made aware of your concern involving your debit card reported to the Better Business Bureau (BBB). As our valued customer we deeply regret the oversight that caused you inconvenience or dissatisfaction. Our leadership team wants you to know that HBM takes all complaints seriously, and we apologize for the hassle this caused.
  
  Upon receipt of this complaint, an internal review and research into your issue was conducted, we verified that your concern has been addressed and fully resolved as of 06/24/2024.
  
  Unfortunately, on 06/15/2024, your debit card was temporarily locked due to detection of presumed suspicious activity. A courtesy call to validate this transaction was initiated by our call center, however, they were not able to reach you. As a result, the financial center manager at the Inner Harbor office contacted you on 06/17/2024. At the time of the call, the manager was not aware that prior attempts to reach you from our service provider were unsuccessful. To minimize the exposure risk, the card was blocked by the banks service provider, which is consistent with protocol. Once the error was brought to our attention on 06/24/2024, a replacement card was immediately ordered and expedited to you with two-day priority shipping, at no additional cost. Our service commitment is to minimize any further disruption to your banking needs.
  
  At The Harbor Bank of Maryland, we strive to provide excellent service, and to foster deep relationships. We appreciate your understanding and look forward to serving you in the future with the utmost care and dedicated attention. We will use this experience to provide additional training and coaching opportunities as we work towards enhancing your banking experience and elevating our service delivery.
  
  Thank you for bringing this matter to our attention!
  
  Best Regards,
  
  Randy O****
  Compliance Analyst
  The Harbor Bank of Maryland
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩