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Undoing a Mega-Bank's Missteps

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Aug 12, 2021
Submitted by: Brokaw Credit Union
  • Above & Beyond Service

A member noticed that two ACH payments had come out of her account in the last month that she did not recognize. After researching the item, we noticed that these payments had been coming out for almost five years at uneven intervals. She was newly divorced, knew little about finances, and was panicked. The history of these withdrawals ultimately originated from a mega-bank and was due to bank missteps, but the process of piecing this together took over two and a half hours on the phone with five different bank representatives. The member was so thankful for our help on this challenging issue, suggesting a raise was in order for the employee who had helped her and offering to buy her lunch.