Business ProfileforWest Gate Bank

If I could leave 0 stars I would. I have been banking with them since 2018 and in the past year and a half. I have had more than eight fraudulent activities on my card. There was one point that I went to a branch. Actually I went to two branches, and neither of them had replacement cards because of all the fraud that they have had they actually charged me $45 in total for fraudulent activity that had nothing to do with me and it continues to happen. It happened again last week and nobody alerted me. I have discontinued but I hope after some serious consideration that they consider an investing in a fraudulent protection program I spoke with one of their employees, and he told me that he even had fraud on his account, and that somebody had tapped into their bin numbers. But unless upper management is willing to take on the responsibility and preventing the stuff, it will continue to happen.

Re: Case # ********* Dear Ms. Julie ** ******, We have reviewed the complaint you filed with the Better Business Bureau of Nebraska. I will address each of your concerns in this response: 1. You indicate that you have had an account with West Gate Bank since 2018 and in the last year and a half you have had more than eight fraudulent activities on your card. You also state that fraudulent activities continue to happen, including some fraudulent activity last week and no one told you. You also state that West Gate Bank charged you $45 for fraudulent activities. We do expect our customers to monitor their accounts and know the status of their accounts and know what items are being presented for payment. West Gate Bank records indicate that you opened your account on 07/30/2019. At the time of account opening, you were provided a copy of your account’s Terms & Conditions and an Electronic Fund Transfers disclosure. Within the Terms & Conditions it states: You must examine your statement of account with "reasonable promptness." If you discover (or reasonably should have discovered) any unauthorized signatures (including forgeries and counterfeit checks) or alterations, you must promptly notify us of the relevant facts. As between you and us, if you fail to do either of these duties, you will have to either share the loss with us or bear the loss entirely yourself (depending on whether we used ordinary care and, if not, whether we substantially contributed to the loss). The Electronic Fund Transfers disclosure further states: Unauthorized Transfers Consumer Liability. Tell us at once if you believe your card and/or code has been lost or stolen, or (if your account can be accessed by check) if you believe that an electronic fund transfer has been made without your permission using information from your check. Telephoning is the best way of keeping your possible losses down. You could lose all the money in your account (plus your maximum overdraft line of credit). If you tell us within 2 business days after you learn of the loss or theft of your card and/or code, you can lose no more than $50 if someone used your card and/or code without your permission. Also, if you do NOT tell us within 2 business days after you learn of the loss or theft of your card and/or code, and we can prove we could have stopped someone from using your card and/or code without your permission if you had told us, you could lose as much as $500. Also, if your statement (or for a prepaid account where no statement is sent, if your electronic history or written history) shows transfers that you did not make, including those made by card, code, or other means, tell us at once. If you do not tell us within 60 days after the statement was transmitted to you (or for a prepaid account where no statement is sent, 60 days after the earlier of the date you electronically access your account, if the error could be viewed in your electronic history, or the date we sent the FIRST written history on which the error appeared), you may not get back any money you lost after the 60 days if we can prove that we could have stopped someone from taking the money if you had told us in time. In addition, each monthly statement provides instruction on what you should do if you suspect fraud on your account or have questions about electronic transfers. Per review of our records: • You disputed a transaction in September of 2022. The claim was closed as a valid dispute of $58.54 and West Gate Bank gave you credit for that amount. • You disputed a transaction in December of 2022. This dispute was not a fraud dispute but related to a delayed delivery of a product. • You disputed three $1.25 items in September 2023. Two of the items posted to your account and West Gate Bank gave you credit for them. • We have no other fraud disputes on file from you. West Gate Bank does not charge a fee to reissue a card if there is suspected fraud on the account. If a card is lost, the cost of a replacement card is $10. Per review of your account, I do not see any charges for a replacement card or a reissued card. West Gate Bank offers to reimburse you if you were charged. 2. You indicate that a couple of branches didn’t have temporary cards to issue and that you were told that someone had tapped into our bin numbers. An individual branch may have been low on temporary card stock or even ran out at a point in time, but the bank stock of cards has never been depleted. The statement about someone hacking the bin number is false. 3. West Gate Bank should invest in a fraudulent protection program. West Gate Bank prioritizes customer security and offers resources to support financial well-being. Our web site at westgate.bank/resources/security-center offers information and tips on how we and you can safeguard your account. West Gate Bank suggests the following tips to keep your card safe: • Only put your card information on a trusted secure website. • Have your phone and/or computer checked for viruses or anything that could hack your information. • Set up restriction on your mobile app for your card. • Protect your passwords. • Avoid using unsecured and public Wi-Fi Access. You have been a customer at West Gate Bank since July 30, 2019. Thank you for trusting us to handle your banking needs and for giving us the opportunity to serve you. We take pride in providing excellent customer service to every customer and we appreciate constructive feedback that we can use to improve our service to all our customers.