ComplaintsforSutton State Bank

• Initial Complaint

  05/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was issued a GameStop debit for $146.30 The card charged me but I never received the $146 I was also charged additional fees but I never received anything. I have receipts for card and receipt showing transaction was denied. I was told to dispute with card company listed on card. Sutton Bank. First time I called, no one helped. I went to GameStop so they could speak to them. Rep from Sutton Credit card took my information and said they would send form to my email. I never received the email. Called again with someone else and spoke to ***** who claimed to be a supervisor. ***** thought it was funny. ***** first said he would mail form. Then finally agreed to email it but for some reason he couldn't email it with us on the phone. I still haven't received a refund which should not take 45 days and I still haven't received email. I tried calling to file complaint and no one is helping. My mom spoke to a manager named ******* who was no help.

  

  Business response

  06/05/2024

  Good afternoon, 

  In order for Sutton Bank to investigate your complaint we need additional information. Please provide an image of the front and an image of the back of your card. Please also provide the full card number as it is displayed on the card. Thank you. 

  ******* ***

  Compliance Manager

  Sutton Bank

  Customer response

  06/06/2024

  
  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,
  
  **** *******

  

  Business response

  06/24/2024

  
  June 24, 2024
  
  
  **** *******
  
  
  Via BBB Portal
  
  
  Dear Ms. *******:
  
  
  This letter responds to the complaint we received from you via the Better Business Bureau regarding your GameStop card. Sutton Bank shared your complaint with InComm, the entity that oversees and manages GameStop cards.
  InComm reviewed your complaint. On May 29, 2024, you contacted InComm to inquire as to why your ATM transaction was declined.  You attempted to withdraw funds at an ATM and the transaction was not successfully completed however, $143.00 was removed from your gift card. InComm advised you that dispute case would need opened. On May 30, 2024, a dispute was officially opened. On June 7, 2024, InComm submitted a chargeback to the merchant in an attempt to recover the funds on your behalf. InComm advises to expect a final resolution no later than September 4, 2024. InComm will submit the results of their investigation to you in writing within three (3) business days after the investigation is completed. InComm shared this information with you on June 7, 2024.
  
  
  Sincerely,
  
  ******* ***
  Compliance Manager
  Sutton Bank

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Refusing access to funds bc entity is unwilling to verify my identity

  

  Business response

  06/06/2024

  We received your complaint to Sutton Bank regarding access to your account. Unfortunately, we are unable to research your complaint without the following information:
  
  Whole account number and whole card number
  Name of Program or Application you are using for your transaction (e.g. Cash App, RobinHood, ******, etc)
  Date and amount of the transaction for which you are seeking a refund
  
  Please provide the above information at your earliest convenience. Sutton Bank is unable to research your complaint without the above information.
  
  
  Sincerely

  *********************

  Compliance Manager

  Sutton Bank

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 11, 2024, i loaded $500.00 on to my card. I paid three bills, then about a half of an hour later went to use my card, and it would not work. I called their number and was given the runaround. At first, they said that there was a fraudulent load, and they closed my account, After speaking to the first representative i was told that they would refund the balance by check, but now they say that they returned that balance to the store that I had the money loaded to the card. Now tonight they say that my utility company double charged the card, which is impossible, so now I have more than $166.77 floating around somewhere, and I don't know how to get this resolved. This is for card ending in ******************** 6764

  

  Business response

  06/05/2024

  
  P.O. Box 505    ************************;    ******, ********
  ************    Fax ************
  
  
  June 5, 2024
  
  
  *********************
  ***************
  *******************
  
  
  Via BBB Portal
  
  
  Dear **************:
  
  
  This letter responds to the complaint we received from you via the Better Business Bureau. Sutton Bank shared your complaint with InComm, the entity that manages and oversees the Vanilla Gift Program.
  InComm confirmed the product used to load the card and the prepaid card itself are not products issued by Sutton Bank. The product you attempted to load is issued by ************* and Trust.
  
  Sincerely,
  
  *********************
  Compliance Manager
  Sutton Bank

  Customer response

  06/06/2024

   
  Complaint: 21519071
  
  I am rejecting this response because:

  I loaded $500.00 cash not a gift card the receipt i submitted shows that i only loaded cash!
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed up with a subsidiary company of Sutton Bank called GoDo Life. It was meant to give me a cash advance on my worked wages and that’s what I thought I was signing up for. I agreed to deposit $500 in the hopes that would be available to me before payday so I can pay my rent a day earlier. That money was not deposited until the actual payday and I can’t even access any of it. The terms of usage are not explained in a great way and I can’t contact anyway directly for information or to discuss. More than anything I want the money that was taken from my check given back to me in whole and I want to discontinue usage because I was misled in how this works

  

  Business response

  06/03/2024

  Dear Ms. ********:
  
  
  This letter responds to the complaint we received from you via the Better Business Bureau regarding your payroll direct deposit and the and the GoDo Card. Sutton Bank issues the GoDo Prepaid Card (the “GoDo Card”). The GoDo Prepaid Cardholder Agreement is located here: ******************************************. The GoDo Terms of Use are located here: **********************************. Please find attached Section 9 The GoDo Wage Advance Service for information related to your complaint.
  GoDo confirmed that you opened your GoDo Card account on April 30, 2023. You did not use your account until May 3, 2024. You received a $50.00 payroll advance on May 3, 2024. These funds were transferred out of your GoDo cash account. Note, a user must agree to the following terms and conditions before they are able to request a wage advance funds transfer to their GoDo Card account:

  Please see attachment for image.
  
  
  The user must check the box or the ability to transfer is g***ed out. Once the user checks the box accepting the terms and conditions, the transfer button is live:
  
  Please see attachment for image.
  
  
  On May 6, 2024, you received your payroll direct deposit in the amount of $500.00. Per the section 9 of the GoDo Terms of Use, each advance given to you is then repaid when you receive your next direct deposit from an Employer. Therefore, the $50.00 payroll advance provided on April 30, 2024 was repaid from your May 6, 2024 payroll direct deposit. You received another payroll advance in the amount of $50.00 on May 3, 2024. On May 3, 2024 you inquired with GoDo customer service how to get your funds out of your GoDo account. Customer service provided you with instructions and on May 4, 2024, you transferred $500.00 out of your GoDo Card account leaving a $0.00 balance.
  
  
  Sincerely,
  
  ******* ***
  Compliance Manager
  Sutton Bank
  
  
  
  
  Encl.

  Customer response

  06/03/2024

  
  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

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have canceled my debit and order a new one a month ago and never receieved.. then canceled that one and they mailed me another one but haven’t received it and it’s been two weeks ago…

  

  Business response

  04/29/2024

  Dear Ms. *****:
  
  
  This letter responds to the complaint we received from you via the Better Business Bureau regarding your debit card. Based on the information provided in your complaint, Sutton Bank is not able to identify an account associated with your information.
  
  Sutton Bank is the issuer of many prepaid cards through numerous payments partners. Customer support for these card programs is provided by the applicable partner. Sutton Bank does not have access to individual account or card information associated with our payments partners.
  
  It is possible that your issue involves one of Sutton Bank’s payments partners, however, Sutton Bank needs additional information in order to investigate your complaint. Specifically:

  the full account number in question,
  the name of the program or application you are using,
  and the date of the transaction.
  
  We have attempted to contact you via email to obtain this information. To date we have not received information that would allow Sutton Bank to investigate your complaint and to identify the applicable payments partner.
  
  Please provide the above information as soon as you are able. Without it we will not be able to investigate your complaint and may have to close the complaint file. You may send it to this email address:  *********************************
  
  Thank you and we look forward to hearing from you.
  
  
  Sincerely,
  
  ***** ********-******
  Complaints Manager
  Sutton Bank

• Initial Complaint

  04/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My paycheck was deposited to a closed routing n account number n needs to be returned to my employer

  

  Business response

  04/26/2024

  
  April 26, 2024
  
  
  ****** *****
  
  
  Via BBB Portal
  
  
  Dear Ms. *****:
  
  
  This letter responds to the complaint we received from you via the Better Business Bureau regarding your paycheck direct deposit. Based on the information provided in your complaint, Sutton Bank confirmed you are not a Sutton Bank customer. Sutton Bank is the issuer of many prepaid cards through numerous payments partners. Customer support for these card programs is provided by the applicable partner. Sutton Bank does not have access to individual account or card information associated with our payments partners. It is possible that your issue involves one of Sutton Bank’s payments partners however, Sutton Bank needs additional information in order to investigate your complaint. Specifically, the full account numbers in question, the name of the program or application you are using and the date of the transaction. We have attempted to contact you to obtain this information. To date we have not received information that would allow Sutton Bank to investigate your complaint and to identify the applicable payments partner.
  
  
  Sincerely,
  
  ******* ***
  Compliance Manager
  Sutton Bank

• Initial Complaint

  03/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Money was transferred to a Sutton Bank Prepaid card that I no longer have control of by mistake. Upon calling the bank I am being told that a supervisor is unavailable every time I try and find a resolution. No one at their call center is able to assist. Money was transferred 3/15 I first attempted to resolve it via the originating service but they were unable to help. I would just like to stop getting the runaround from the Helpdesk and get a supervisor to help resolve this issue.

  

  Business response

  04/29/2024

  This letter responds to the complaint we received from you via the Better Business
  Bureau regarding your money transfer issue with a Sutton Bank Prepaid card. Based on the
  information provided in your complaint, Sutton Bank needs additional information to investigate
  your complaint. Sutton Bank was able to confirm that you are not a Sutton Bank customer
  however, it is possible that your issue involves one of Sutton Bank’s payments partners. Sutton
  Bank is the issuer of many prepaid cards through numerous payments partners. Customer support
  for these card programs is provided by the applicable partner. Sutton Bank does not have access
  to individual account or card information associated with our payments partners. In order for
  Sutton Bank to investigate your complaint, please provide the whole card number of the prepaid
  card you referred to in your complaint and the application or program you are using (if known).
  We have attempted to contact you to obtain this information. To date we have not received
  information that would allow Sutton Bank to investigate your complaint and to identify the
  applicable payments partner.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of Transaction: 01/22/2024 the amount sent to the bank was $5,500 The money is a refund advance loan paid out to ****** ********* (me) from tax product group bank. I have tried to get InTouch with Sutton bank plenty of times they have not called back not once i left plenty of emails and calls i have not been contacted bank. once i contacted cash app about the situation they told me in order to get my money back i have to get the originating back to send a letter of indemnification to Sutton bank/ Lincon saving bank. when i contacted Lincon saving bank they informed me that they do not do partnership with cash app anymore. i had the bank send a letter of indemnification to Sutton bank and Sutton bank has denied the request due to no suffient funds but regardless of the fact Sutton bank and cash app has made the mistake with depositing money to an incorrect account.so they need to return the funds back to the sender i did my job on my behave which is have the sender send the indemnification letter to Sutton bank.

  

  Business response

  03/08/2024

  
  P.O. Box ***    * ***** **** ******     ******, ** *****
  ***/********    Fax ***/********
  
  
  March 8, 2024
  
  
  ****** *********
  
  
  via BBB Portal                     
  
  
  Dear Ms. *********:
  
  
  This letter responds to the complaint we received from the Better Business Bureau regarding your refund. Based on the information provided, we learned that the account at issue is a Cash App account. 
  As a preliminary matter, it is helpful to provide some background regarding Sutton Bank’s relationship with Block, Inc. (formally Square, Inc.) (“Square”), its product Cash App, and Square’s program manager Marqeta, Inc. (“Marqeta”). Marqeta acts as Square’s agent in its dealings with Sutton Bank pertaining to the bank’s role in serving as the receiving insured deposit financial institution (“RDFI”) for Cash App.
  Marqeta, acting on behalf of Square, contracts with Sutton Bank for the bank to serve as Square’s RDFI. Sutton Bank fulfills this role by receiving batches of electronic credit transfers sent through the automated clearinghouse (“ACH”) system. These transfers consist of funds that consumers desire to have direct deposited to their Cash App account with Square and typically include payments consisting of earned wages, social security benefits, and tax refunds. Sutton Bank receives these credit transfers from Federal Reserve Banks in the form of electronic payment files. No funds received by Sutton Bank in this manner are posted to an account maintained with Sutton Bank. Rather, all payment files received by Sutton Bank are forwarded on to Marqeta for posting to Cash App accounts, which is a posting process in which Sutton Bank does not participate.
  As a RDFI, Sutton Bank is responsible for satisfying certain obligations under the NACHA Rules, which govern all ACH activities. These obligations include responding to requests for the return of funds that the bank may receive from a Federal Reserve Bank or an originating depository financial institution (collective, “ACH Recalls”). Sutton Bank monitors all ACH Recalls and works with Marqeta to timely respond to all such ACH Recalls.
  Here, the deposit at issue was never posted to a Sutton Bank account. However, the funds were deposited to a Cash App account. Sutton Bank received an ACH Recall and Letter of Indemnification from the originating depository financial institution on February 13, 2024.  Sutton Bank then shared the ACH Recall with Cash App.  Cash App advised Sutton Bank they were unable to return the funds due to NSF (Insufficient Funds).  Sutton Bank sent the “NSF” response to the originating depository financial institution on February 15, 2024. Sutton Bank has fulfilled its responsibility under NACHA Rules as a RDFI. 
  
  
  Sincerely,
  
  ******* ***
  Compliance Manager
  Sutton Bank
  
  
  

• Initial Complaint

  01/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  12/2/2023 they are saying it happened on 12/1/2023 $400.00 withdraw and a $400.00 cash disbursement in which the cash disbursement has a positive next to in which i'm hoping that you know that a cash\h disbursement is the same as a withdraw as well as the very last 2 transactions in which are in the amount of $200.00 and $100.00 and some change for the 2 unauthorized withdraw fee in which was out of town at the time on the st johns river trying to relax! I am writing to bring to your attention a fraud dispute that I am dealing with involving Sutton Bank. It’s unacceptable that you haven’t heard of Sutton bank .Despite claiming to possess greater knowledge regarding social security funds than the SSA.GOV, this app has been found guilty of fraudulent activities. It is concerning that this app has not come to your attention thus far, and such behavior cannot be condoned. The Fraudulent activity all began on 12/2/2023 at 07:39:37 and 12/2/2023 at 07:39:29 when I attempted to withdraw $400 from an ATM. At the time, my account balance was $1090.73. After the attempted withdrawal, my balance dropped to $690.73, and the mobile app indicated that the transaction was taken out of my account. However, despite this indication, my account balance still stayed at $690.73, indicating that Sutton Bank had taken the $400 attempted withdrawal and not properly placed it back into my account. Since that initial transaction, I have had a total of seven fraudulent transactions on my debit card on 11/19/2023, 11/21/2023, 11/11/2023, and 11/12/2023 and 11/13/2023 in the amounts of $15.88 twice, $300 twice, $200 twice and $300 respectively. Sutton Bank locked me out of my account the day after I filed the dispute for the initial $400. I have proof that this money was taken from me and a voice-recorded phone call with me and the merchants at the 7-11 ATM talking about how they stole this money from me.

  

  Business response

  02/08/2024

  Dear Mr. ******,
  
  
  This letter responds to the complaint we received from the Better Business Bureau (BBB) regarding the transaction dispute claims regarding your provider’s card. Sutton Bank shared your complaint with Propel, the entity who manages and oversees the Provider’s Program, and they have shared the following:
  
  On December 4, 2023, you reached out to Provider’s customer service team advising that he had attempted to withdraw $400 from an ATM that did not disperse the funds.  A dispute was opened, but the bank that owned the ATM returned your $400 via a credit to your account the following day.  The dispute was closed as the funds had been re-credited back to you.
   
  On December 11, you reached out and disputed two additional transactions for $204.00 and $103.50 (total $307.50.)  A dispute was opened and you were sent a confirmation.
   
  On December 12, you reached out to dispute two additional transactions for $300 and $200 (total $500.) A dispute was opened and you were sent a confirmation. Also, on December 12, you reached out to dispute an additional transaction for $58.85.  A dispute was opened and you were sent a confirmation.
  
  
  On December 13, the dispute for $307.50 was reviewed.  No error was found and you were notified via email. Also, on December 13, the dispute for $58.85 was reviewed.  An error was found and you were credited for the amount and notified via email. Also, on December 13, the dispute for $500 was reviewed.  No error was found and you were notified via email.
  
  
  The account has been reviewed and closed and you were sent a refund check for your balance on 12/14.  Since that date, you have reached out multiple times to Provider’s regarding the outcome of the disputes and have been provided details of the reasons for the decline and instructions on how to appeal the decisions with additional evidence.  It should be noted that the amounts you disputed do not align with the amounts on your complaint; if you have further transactions to dispute, you should reach out to Provider’s customer service team.
  
  If you have any further questions please contact customer support at 1-************ or at **********************

  Customer response

  02/09/2024

   

  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  ******* ******

  i am taking it that either the BBB.org web site has been hacked and I know all my devices have been hacked. This is why their web site will not allow me to upload any of my pics on here great real nice!!

  dear Sutton Bank, I know that you had $400 transactions placed on the fourth and then you changed it that’s not too ethical of you to do as a business to me. As well as in these photos that I’m showing you that somebody or you guys have manipulated or hacked to my Sutton Providers mobile application and I know this for a fact due to that I was an app developer with Apple for three years, which I’m not no more. I don’t wanna agree to their terms and conditions, but other than that, you guys are incorrect about all those transactions said the $85 one that you guys gave back to me I don’t know how you guys found an error in that transaction but whatever they did they were supposed to refund me that money back but they didn’t but I still don’t know how you found an error in the transaction but you can’t find errors and these other ones and I want videos of me taking that money out of the $200 and the $100 withdrawals from the ATM machine to thank you great some one has manipulated my documents ( Photos ) so that I can but display these particular pics here on that BBB.org site? Real nice!!
  

  I would like to bring to your attention that the information provided regarding the disputed transactions is incorrect. I know your initial letter to me via The $400.00 transaction that i did disputed did not occur on the 4th as you initially stated to me . How ever as you stated in your response to me? That transaction took place on December 2nd and was posted on the 3rd. Therefore, it is not possible that the funds were counted the next day and Supposably returned, as it would have taken an additional day for the merchant ATM to be about to process a refund back into my account due to
  Them having to count the money to see if it was over. Didn’t they put it back in my bank but yet you closed my countdown before I could even supposedly see the bunny go back into my balance because my account was open for like six days until you shut me down and closed me down and that’s evidently when supposedly the money went back into my bank account, so, therefore, you guys manipulated my account and you’re lying on the second claim that you guys state that I did was not was the very last transaction that I disputed and I did not do those transactions. I had to call my card in a stolen I did not have my phone number on me because Apple wouldn’t allow me to activate it so I don’t see how you guys could state that I did those transactions ATM withdrawals unless you have a video I wanna see the video, otherwise you guys cannot state that there was not an error in the two transactions , therefore, there is an error in those two transactions
  
  
  I would appreciate it if you could re-examine the transactions and rectify the issue as soon as possible.
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am ******* ****** of Cold Spring, NY *****. All of my banking is done with M&T Bank in Cold Spring, NY *****, including the Direct Deposit of my monthly Social Security checks into my checking account. For some unGodly reason, thiis month, Jan.17, 2024 check was sent to you at Sutton Bank instead of my usual M&T Bank. I am now without any money, as over $2400 that should be in my checking at M&T .is now with you at Sutton Bank. This could be related to an institution called "Charlie Financial" someone I got an unsolicited email from. Anyway, I am disabled, 70 + years old with some cognitive impairments and more. But you at Sutton Bank have my money that SHOULD HAVE been directly deposited into my checking acct. at M&T Bank. I do not know how or why this came about, I only know that I cannot pay rent, buy food, pay utilities, my creditors and more because of this "error". I need you at Sutton Bank to make good with M&T Bank in Cold Spring, NY, the total sum, of my Soc. Sec. check that somehow got to you, and not my checking acct. at M&T Bank. Needless to say, I am angered, upset, confused and WORST OF ALL, BROKE ! Please expedite the return of $2428.00 to my checking account at M&T Bank ASAP. Thank you for your kind understanding and cooperation. **** ******

  

  Business response

  02/01/2024

  Dear Mr. ******,  
  
  
  This letter responds to the complaint we received from the Better Business Bureau (BBB) regarding the deposit of your Social Security Payment into a Charlie Account. Sutton Bank shared your complaint with the Charlie program and they have shared the following:
  
              Your Social Security Direct Deposit was received by Charlie Financial on 1/11/24, however you account had been closed on 1/4/24 and the deposit was not able to complete. The deposit was returned to the Social Security Administration. Please contact the Social Security Administration to reestablish your direct deposit with the external bank of your choice.
  
  For your records Charlie has provided the following timeline. On December 21, 2023, you opened an account with Charlie Financial. Charlie’s records show that you authorized this account opening by providing your personally identifiable information, accepting all terms and conditions in the Charlie agreements, and authorized your Social Security Direct Deposit to the Charlie account.
  
              Later, on December 21, 2023 you emailed Charlie Customer Service and requested the account be closed. Requests for closure via email require customer identity verification by a Charlie Representative via phone.  You were instructed in a response email to call and speak to a Charlie representative to close the account, as well as to contact Social Security to move your direct deposit to another institution so as to avoid an interruption in payment.
  
              Between December 21, 2023 and December 30, 2023, you continued to email the support team to close the account. The support team repeatedly requested that you speak to a representative in order to authenticate your identity. You did not contact Charlie via phone during this time.
  
              On January 4, 2024, the Charlie Compliance and Risk team reviewed your multiple requests and approved the closure of your account. On January 11, 2023 your Social Security direct deposit attempted to post into your Charlie Account. As the Account was closed the deposit was returned to the Social Security Administration. Sutton Bank provides banking services for Charlie Financial, and as such the routing number for the bank is used for Charlie Transactions. It is recommended that you contact the Social Security Administration in order to setup your direct deposit at another financial institution.
  
  
  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. ↩