ComplaintsforSutton State Bank
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My dad, who lives in *********, sent me $200 USD, using my account and routing number. I have been trying to get help through this or customer service number but I and getting the run around. Ive been told a multitude of things. The most recent is that square does not accept international money transfers and that my money has been sent to ********** instead. I called ***** and they said that square has to contact them to release the money to them I just now called them and they couldnt give me any answers, they said a manager is working it and that they will reach out to me in 1-2 business days, but I was told the same thing last week and no one got in touch with me. I need help getting square to release my moneyBusiness response
10/25/2024
Good morning, we have sent out the complaint to the program to receive information for the case. We are still waiting for it, but have followed-up. We will get a response as soon as possible.Initial Complaint
09/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Disputed charges were investigated in less than two days. The claim was denied and I filed an appeal which also was denied. They have not been easy to work with or get to an actual employee or customer service representative. Provisional credit should have been issued 10 business days from the claim date,Business response
10/09/2024
Dear Mr. Reese,
Would you be able to provide more information about the dispute? Which card did you use, was it one transaction or multiple transactions? Can you provide the dates that this happened?Thanks.
Initial Complaint
09/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I had money take from my providers account in the amount of $101.56 taken on Tuesday August 20 th to a company I have never heard of ALOHASANDPORTONLINECHI the bank says that the dispute I did with them shows no fraud and won’t refund my money but than when I call this so called company there is no answer.all I want is my money back.Business response
09/26/2024
This complaint has been shared with Propel, the entity that manages and overseas the Providers Card Program. The Providers Card is issued by Sutton Bank. Sutton Bank will respond to your Better Business Bureau complaint once Sutton Bank receives information from Propel in regards to your concern.
Complaints Manager
Sutton Bank
Initial Complaint
08/16/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 08/15/24, Discover Credit Card made me aware that someone is using my Discover Credit Card to pay their cell phone bill using a virtual credit card called Sezzle. I have reported this to California Department of ************** of the ************************************************************************************** and the ***** I have made an Official complaint against Sutton Bank for using my Discover Credit card for fraudulent transactions to pay Sezzle a company I never heard of. I want all my money refunded immediately. I want the Federal and State Government to investigate the Fraud that this Sutton Bank is using to steal money off of my Discover Credit Card.Business response
08/28/2024
P.O. Box 505 ************************; ****************
************ Fax ************
August 28, 2024
Infiniti Bonet
Via BBB Portal
Dear Infiniti Bonet:
This letter responds to the complaint we received from you via the Better Business Bureau regarding the fraud perpetrated on your Discover Card by an alleged Sezzle customer. ****************** shared your complaint with *******, the entity who manages and oversees the Sezzle Program. For reference, Sezzle is a Buy Now Pay Later platform that offers installment plans to consumers. The Sezzle Card is issued by Sutton Bank pursuant to a license from *************** The Sezzle Card is issued to Sezzle and is used to pay end-merchants of Buy Now Pay Later transactions in full. Sutton Bank issues the Sezzle Card (virtual card) to Sezzle, not to individual Sezzle users. Sezzle originates the customers loan and disperses to the custodial account at ******************. Sutton Bank does not participate in the loan approval or loan origination process. Please note, Sutton Bank does not have the ability to view or change account records for a Sezzle customer nor does ****************** provide customer support for Sezzle users. For additional information and for further assistance in regards to this complaint, please contact Sezzle on Sezzles Contact Shopper Support page at ***************************************************, as stated above, Sutton Bank notified Marqeta of the fraud perpetrated on your Discover Card by an alleged Sezzle customer and instructed them to notify the Sezzle Program in order for the Sezzle Program to address your concern.
Thank you for bringing this matter to our attention.
Sincerely,
Complaints Manager
Sutton BankInitial Complaint
08/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
******* not return my money after a refundBusiness response
08/27/2024
Hi ****************,
We are in receipt of your complaint to Sutton Bank regarding your disputed transaction in the amount of $93.20. Unfortunately, we are unable to research your complaint without the following information:
Whole account number and/or whole card number
Name of Program or Application you are using for your transaction (e.g. Cash App, ******, etc)
Date of the transaction
Please provide the above information at your earliest convenience.
Please note, Sutton bank does not have access to any records related to program accounts. All complaints are forwarded to the program for a response. Please be patient while the program responds.
Thanks.Initial Complaint
07/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Sutton Bank stole $150 from me. They closed my card account without my authorization. No one else uses my card but me. They did not give me an explanation. I get my direct deposits from my job on this card. I need my money back.Business response
07/11/2024
Hi ************,
We are in receipt of your complaint to Sutton Bank regarding the closure of your card without your authorization. Unfortunately, we are unable to research your complaint without the following information:
1. Whole account number2. Whole card number
3. Name of Program or Application you are using for your transaction (e.g. Cash App, Robinhood, ******, etc.)
4. Date of the transaction in question
Please provide the above information at your earliest convenience.
Please note, Sutton bank does not have access to any records related to program accounts. All complaints are forwarded to the program for a response. Please be patient while the program responds. If you would like a faster resolution to your complaint, please reach out to the program directly and speak with one of their agents.
Thank you.Customer response
07/11/2024
Complaint: 21971682
I am rejecting this response because:
I am sending the business my information.Card #- *******************
Plata-Pay
Exp: 04/27
Date the card was cut off 7-10-2024
I would like a FULL refund for the money that was left on the card. This card is where I receive my direct deposit for my job. The card was cut off without my consent for no reason.
Sincerely,
*************************Business response
08/09/2024
P.O. Box 505 ************************; ****************
************ Fax ************
August 9, 2024
*************************
Via BBB Portal
Dear ************:
This letter responds to the complaint we received from you via the Better Business Bureau regarding your request for a refund and the ePlata Program. Sutton Bank shared your complaint with Priorty, the entity that manages and oversees the ePlata Program.
Priority located the account and card in question. Your card was inadvertently terminated due to clean-up efforts to close inactive cards with a $0.00 balance. Your card and account were closed in error. You contacted customer service and Priority confirmed that your card was reactivated on July 15, 2024. Priority confirmed you were able to use the card multiple times after reactivation.
Priority reviewed the clean-up efforts to ensure no other customers were similarly affected. Priority confirmed this is the only known case of inadvertent termination. This was an isolated incident and the result of human error. Priority apologizes for any inconvenience this may have caused you. Thank you for bringing this to our attention.
Sincerely,
*********************
Compliance Manager
Sutton BankCustomer response
08/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was supposed to have gotten paid every Friday but they were paying me Thursday nights around 8:40 pm. On June 27,2024 on Thursday I never received my check so I thought it would come Fri the next day I never received my check and still havent received my check been trying to call them and email them they only answered one time after calling for two days and told they are pushing the situation quickly the support sevice closed for the weekend and I still havent received my check and right now Im living from check to check to take care of my family so this is a really big inconvenienceBusiness response
07/23/2024
July 23, 2024
*************************
Via BBB Portal
Dear ****************:
This letter responds to the complaint we received from you via the Better Business Bureau regarding your direct deposit and the Providers Program. Sutton Bank shared your complaint with Providers.
On Friday, June 28, 2024 Sutton Bank notified Providers that several ACH files containing deposits (credits) and payments (debits) were processed incorrectly.This resulted in the delayed posting of several customer deposit and some customer deposits returned to the sender. ****************** and Providers have worked closely to address this error and apologize for the impact this error has had on you and other customers.
Providers confirmed your deposit in the amount of $335.61 from ********** Defen was a part of this processing error. The posting of your deposit was delayed.Providers confirmed that your deposit posted on July 2, 2024. An additional credit in the amount of $50.00 was applied to your account to help cover any late fees that *** have resulted from the delay.
Sincerely,
*********************
Compliance Manager
Sutton BankInitial Complaint
07/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Hello, I have an account with Sutton bank via its subsidiary Providers card. I’ve been a customer of for over two years and have constantly received my payroll via my Providers card. However on 6/28/2024 my payroll deposit was not put on my account. Myself as well as customer support from Providers have put in an inquiry with Sutton bank to find out where my money is but neither of us have had any success in reaching the bank. They do not answer phones or return calls and there is no way to email them directly. I would like to know where my money is and have it put on my Providers bank account immediately.Business response
07/29/2024
P.O. Box *** * ***** **** *****t ******, OH *****
***/******** Fax ***/********
July 29, 2024
********* *****-******
Via BBB Portal
Dear ********* *****-******
This letter responds to the complaint we received from you via the Better Business Bureau regarding your payroll deposit and the Providers Program. Sutton Bank shared your complaint with Providers.
On Friday, June 28, 2024 Sutton Bank notified Providers that several ACH files containing deposits (credits) and payments (debits) were processed incorrectly. This resulted in the delayed posting of several customer deposit and some customer deposits returned to the sender. Sutton Bank and Providers have worked closely to address this error and apologize for the impact this error has had on you and other customers.
Providers confirmed your deposit in the amount of $717.78 from HMH HOSPITALS CO was a part of this processing error. Providers initially advised you that your deposit was rejected and returned to the sender however, it was later determined that your deposit was delayed. Providers confirmed that your deposit successfully posted on July 2, 2024.
Sincerely,
******* ***
Compliance Manager
Sutton BankInitial Complaint
06/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Robinhood Spending Card transaction is holding my money the merchant says the transaction was cancelled.June 14, 2024 XSOLLA *STFC XSOLLA.COM CA $99.99Business response
07/16/2024
This letter responds to the complaint we received from the Better Business Bureau regarding your transaction error issue with the Robinhood Program. Sutton Bank shared your complaint with Robinhood.
On June 14, 2024, you contacted Robinhood Support via chat in regards to a transaction error involving a pending transaction with the merchant Xsolla in the amount of $99.99. The Robinhood support agent explained that pending transactions usually settle in four (4) days and that merchants can authorize charges without an expiration date causing the authorization to remain pending and hold funds in the complainants account. Further, the agent explained that if the transaction remains pending for more than five (5) days,Robinhood Support can manually expire the transaction to return the funds.
On June 16, 2024 you contacted Robinhood Support via chat expressing the same concern regarding the same transaction and added that the merchant did not provide the digital goods you had paid for. The Robinhood Support agent then filed the dispute on your behalf and informed you that a member of Robinhoods dispute team would contact you within the next two business days.
On June 17, 2024, a member of Robinhoods Dispute Team contacted you to advise that her claim was under investigation and that it could take up to one-hundred twenty (120) days for resolution. One-hundred twenty (120) days is the standard network timeline for processing a chargeback. You were also informed that your claim was not eligible for provisional credit based on the dispute reason. At the time of writing, the dispute is still pending.
Sincerely,
*********************
Compliance Manager
Sutton BankInitial Complaint
05/31/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I disputed the transaction at sudden bank on March 26 Because it was thought of to be unauthorized charge the next day I talked to my wife and find out that I had already authorized That charge to come out of my bank. They sent me a letter and told me that it would be refunded back to summit electricity. Since they have not Giving me money back on either emergence and every time that I call they give me the runaround saying that a manager will call me back or email me and they never do always tend to call early in the morning as soon as the business opens up. All I want is for my money to be placed onto my account my Providers account which is sudden bank.Business response
06/24/2024
**** *** *** * ***** **** ****** ******* ** *****
************ Fax ************
June 24, 2024
Christopher *****
Via BBB Portal
Dear Mr. *****:
This letter responds to the complaint we received from you via the Better Business Bureau regarding your transaction and the Providers Program. Sutton Bank shared your complaint with Propel, the entity that oversees and manages the Providers Program.
On March 11, you contacted the Providers customer service department to advise that you did not authorize the $269.16 transaction made that same day to Summit Utilities. A dispute was filed and Providers sent you confirmation the dispute was filed.
On March 25, you contacted Providers via phone to advise that you were mistaken, the transaction was in fact authorized and requested to have the dispute withdrawn. The dispute was withdrawn and a confirmation email was sent on March 26.
On April 3, you contacted Providers by phone inquiring about the dispute status and requested a provisional credit. Providers confirmed the dispute had been withdrawn and that no credit was forthcoming.
On April 18, you contacted Providers by phone claiming that the merchant had not been paid for the transaction and was advised again that this dispute had been withdrawn and no funds were taken back from the merchant. You requested to speak to a supervisor and a callback request was submitted. The supervisor called you back on April 19 and requested you send documentation to support your claim that the electric company had not been paid. On April 20, you provided an email from Summit Utilities dated April 19 showing the payment had been returned. On April 25, Providers reviewed the documentation and they responded to you confirming that the dispute had been withdrawn and that attempts to recover the funds from the merchant had been reversed. A screenshot was provided to you confirming these actions and you were advised that the funds would have been returned to the merchant’s bank via the payment network.
On Friday May 3, you contacted Providers and requested to speak to a supervisor. On Monday May 6, a supervisor contacted you and left a voicemail asking you to respond to prior emails. You were advised on May 7 and May 9 to respond to the email sent on April 25. To assist with this, Providers resent the email with instructions to respond.
Upon receipt of this complaint, Providers reviewed your case and examined the chargeback reversal and noticed that the card brand (Mastercard) still shows the reversal as “pending.” Providers is unclear on the meaning of this and have contacted Mastercard for clarification. To date, Providers has not received a response and are awaiting additional information. Providers called and left you a voicemail on June 13 advising you this matter is still under investigation.
Sincerely,
******* ***
Compliance Manager
Sutton Bank
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
127 total complaints in the last 3 years.
25 complaints closed in the last 12 months.