Sussex Bank

A thorough search of the Bank’s records and conversations with Bank employees involved in this matter shows our first conversations with *** *** occurred in June, not May as outlined in this complaint. June 19: *** *** was contacted regarding a potential fraud transactionShe
confirmed the transaction was fraudulentShe agreed that her debit card should be canceled and a new one was ordered for her. August 28: *** *** called our Wantage branch, inquiring about debit card transactionsReview of the account shows debits only from ***She then thought her *** account was hacked and wanted us to freeze the entire accountWe asked to review the account with her in person, as she could not articulate exactly which transactions may be fraudulentSeptember 1: *** *** emailed Digital Banking claiming repeated issues with her bank account, online banking and the appShe mentioned contact with Wantage and claimed they refused to help herDigital Banking replied by email with a phone number to call but *** *** did not replySeptember 6: Digital Bank reviewed MsNystrand’s card activity to attempt to find the issue but was not successful as all inquiries appeared valid, include the *** transactionsThe Wantage branch reached out to her again to ask which items were potentially fraudulent, but could not confirm which items was the issueAs of September 29, our repeated attempts to have *** *** visit the branch for assistance have gone unansweredA personal visit is necessary as she could not describe by telephone which transactions was potentially the issueShe repeatedly says she has no transportation and has lost the cell phone with the *** information and claims she doesn’t know how to reach themSussex Bank takes any potential fraudulent transactions very seriously and responds quickly to consumer complaints in this areaHowever we must rely on the information provided by the customer to begin to take actionUntil the customer can describe exactly which transactions are the issue, we cannot know which charges and fees to adjust