TriCounties Bank Jim Adams Overdraft fees/Transfer issues/POOR customer service! Grass Valley, California

In November of 2012 I set up payments to be made through my Tricounties bank online bill pay system. I set up my payment so they would be sent on on a Monday. I have changed banks, so I primarily use my Tricounties account for Bill pay since all of the information is already entered to the bill pay systems, so other then bill payment, I do not keep my funds in that account. I set up a transfer of the full amount of money I would need to cover the payments I had arranged for the following Monday on Friday around noon from my USAA account. The following Tuesday I checked my account to ensure all my bills had been paid accurately, and saw to my horror that my account had been hit with SIX over draft fees. I IMMEDIATELY started making phone calls to both USAA and Tricounties bank to try and understand where my money was and where the delay had taken place. The assistant manager I spoke with at Tricounties bank was rude, dismissive and told me that unless there was a bank error(on THEIR end), Tricounties bank would do nothing to rectify the situation. I called USAA to try and figure out if they could do anything regarding the over draft fees and they offered to pay for two of them (so approx sixty dollars) and credited my usaa account. They said because they did not charge the fees there was nothing else they could do, and they said they were sorry I was going through such a hard time, especially while my husband was deployed. They also assured me that they had sent the money on Friday, as I had requested. I guess after my great experience with USAA I was delusional/hopeful so I called back Tricounties bank and asked them if there was anything else they could do, since I had set up the money to transfer prior to my bills being paid, and I had no idea that there would be a THREE DAY DELAY in my transfer being processed. The assistant manager would not listen to anything I had to say, she was rude and defensive. I asked to speak with the manager, and she basically told me that she would be backing her assistant manager, and said "obviously the system you are using is not working. I would suggest closing your account and just using your other bank." What HORRIBLE customer service!! She also said several times "We don't sit on deposits. When we receive deposits we process them, so obviously it was not received by us until Tuesday." Even though she was being incredibly rude, I thought that perhaps if I could show them that they did in fact receive the transfer on Friday then they would recognize that there was indeed a bank error and they would refund the nearly two hundred dollars in over draft fees.

I was wrong.

I called USAA back and asked if there was ANY way that they could confirm that the transfer had been sent on Friday. The associate I spoke with was able to give me a confirmation number for the transfer and said that the confirmation number was the number THEY (USAA) received with the other bank had received the funds. I was THRILLED. I was sure that with the confirmation number PROVING that I had indeed sent the funds on Friday, AND they had received them that afternoon, they would refund my fees!

Wrong.

The assistant manager had NO interest in talking to me, even with my confirmation number. She essentially told me I was lying and that they had received the funds on Tuesday, so obviously they had not been sent until Tuesday. I was dumb founded. Again it was suggested that I just close my account. I am a strong woman, but I literally cried when I hung up. I could not believe that someone could be so unwilling to listen, or be helpful, where is the empathy?

After a good cry, I called the customer service number and asked to be connected with the Regional manager. I had to call a few times over the course of three days, as my account continued to be screwed up by more failures because of the overdraft fees and MISINFORMATION given to me by the Manager during my phone calls about the original over draft issue.

After three days I was finally able to speak with Mr. Jim Adams. He explained to me that the actual branch locations did not deal with transfers at all, and that the managers that I spoke with were not able to see when transfers were received. He gave me the number for the "transfer department" and suggested that they would be able to "clear things up" especially since I had a confirmation number. He also said that he would look into the issue for me. I was so relieved, I thought that FINALLY someone was listening to my issues, and FINALLY it would be resolved.

I called the transfer department, and was told that they would have to call me back. Apparently the one girl who makes up the "transfer department" was not in. I left my information and my confirmation number so she could call me back. She called the following day and told me she "could only see when the actual transfer had posted, not when it was received." Which was the exact same issue that the branch managers had been having, according to Mr. Adams. I called Mr. Adams immediately after my conversation with the "transfer department" to let him know that the woman I spoke with said she was not able to confirm or disprove when the transfer was received by Tricounties, and to please call me at his earliest convince so we could discuss my issue. I also left my name and phone number EVERY TIME I called, there is no reason for him to NOT have it.

Mr. Adams has NOT called me back. At all. I have left MULTIPLE messages for him, and still nothing. It has been over 20 days since this issue first arose and I have had NO assistance from ANYONE at Tricounties bank. I tried to give him a little leeway through Thanksgiving, but we are approaching Christmas, and still nothing. I understand that it is a holiday season, and that a regional manager has many responsibilities, however, your first responsibility is always to your customer. I don't understand why I have not been contact regarding this matter, and I am extremely unsatisfied with the lack of professionalism in ALL the managers I have dealt with. If a confirmation number is not enough to PROVE that your money was sent and received, I am not sure what would.

Don't walk, RUN away from this bank. They take your money and have absolutely NO desire to do the right thing by their customers. They will not admit fault and truly do not care about their customers at all. What is the point of banking with a smaller bank if NOT for the customer service experience?