October 2021 by Deborah Lynch
I attempted to use the ATM machine in Hammondsport, NY on Sunday and the machine took my card and would not return it. It also did not allow me to make any choices on the screen.I was not overly concerned because I knew the bank would have my card and I would get it back on Monday. However, that is apparently not the case!! I was told that the card got stuck in the machine by your staff person who I got on the phone when I called this morning. She said the edges were frayed and that is why it got stuck and she apologized. She then called back to tell me that it is not Five Star Bank policy to give back the card to someone who is not a customer of Five Star?????!!!!! I fail to see why that matters. If I show up with the proper ID that card should be returned immediately as it is my property! I asked to speak to a supervisor and was given Alisia who was very short with me and told me that was the "policy" and that the "card was captured for a reason by the financial institution". Ummm no, I do not owe any money on this card and there would be NO reason for this card to be "captured".I then asked to speak to her boss and she referred me to Jackie Lavoie who also gave me the same exact story about my card. I find this all to be very upsetting and horrifying to say the lease. Why would a bank treat me any differently than an active customer and what are you going to do to make this right? I would like my card back immediately and an apology for the incredible inconvenience this has caused me.I will be filing a complaint with the NY State Department of Financial Services, and it will go on the website as a major complaint against Five Star Bank! This card is my property and the bank has no right to keep it from me.
