Sutton State Bank
Reviews and Complaints

I filed a complaint Feb 8 2024 at 4:49 Pm EST. I'm with Hope Eternal Methodist Church Newport Pa. I was told My complaint was Featured Review. Gift card sent was [protected]/32 security code 864. Card was stolen before We could use it. Have the rest of info on 2/8/2024 complaint. Please resolve this matter. Resolution sent card for $253.34. The amount stolen was $251.76 Thank You God Bless Jamie S. Dudley Maintenance Manager Hope Eternal Methodist Church. Newport, Pa. 17074

This is the worst “bank” my cash app card was fraudulent used. So I contact Sutton bank as cash apps support is near non existent, and the use this bank. The guy in the phone cussed me out and hangs up on me and I call back 3 time and get the same rude rep each time. Yelling at me how they don’t help cash app, well last time I checked your the bank responsible cause cash app is not a (BANK) you are. It was a total of $250 stolen from me. And according to visa network terms I am not supposed to be liable for a transaction In which I didn’t commit. This whole banks 3rd party connections should be shut down, as the provide no support to such services and just cuss and yell at you over the phone. WORST SERVICE EVER! If I ever see a product which states “Sutton bank” on it I will steer clear from it!

I called customer support the representative was busy left a voicemail like it said with my name and number didn't get a call back that day waited the next day no call back called again and still all representatives were busy and left another voicemail with my name and number still waiting for Sutton bank to call me it is an important matter I need resolved

I have a “CashApp” account with a Visa card issued by CashApp through Sutton Bank. Recently [protected]) I was scammed by a merchant to the tune of $10,000.00. I disputed these charges thru “CashApps” support link within the CashApp App on 06-13-2023. Since that time I have uncovered a significant amount of additional evidence supporting my position and very convincing in nature However CashApp doesn’t allow for adding additional information once a dispute is filed. Nor will they provide me with contact information for the “ Cash Card Dispute Team” which is in all actuality Sutton Bank. Nor am I able to contact Sutton Bank as a CashApp customer. Meanwhile these thieves have my money and I am just suppose to sit tight for 45-60 days and await an investigation outcome. “LIKE HELL I WILL” the review / investigation could be simplified if only I could present my additional evidence to the dispute department.

In the mean time the thieves are allowed to keep my money while I suffer. Why is it crooks are given the benefit of the doubt over consumers? Simply because they hold a merchant account? That’s not right at all. In case you’re not aware the biggest crooks in history had merchant accounts as well. Bernie Madoff, Sam Bsnkman Fried both had merchant accounts, I bet both of them would have been given access and allowed to keep my money as well, right?

PS: The merchant is claiming they sent my money to CashApp. However CashApp has no record of this transaction. More dishonesty from the merchant. But I am asked to wait.

This is an absolute injustice and I will not stand for it.

James McCullough

My identity was stolen, and someone opened a checking account at Sutton Bank in my name. I have been attempting to get assistance to close this account, but my efforts have been ignored. I've been pursuing closure since December 27, and I possess the account number. This is my first complaint. Additionally, Sutton Bank is affiliated with Cash App, which has also ignored my communications regarding an account they hold. Furthermore, a brokerage account was opened without my consent, and despite reaching out to their fraud department, which opened a case on December 27, at 1:05 pm, I am uncertain if the case was genuinely resolved. I have reported this to the police and FBI. There are still blocks on my credit from a case three years ago. I am seeking help to address these interconnected issues. Thank you.

I've been receiving unemployment benefits via direct deposit for months without issues until today, January 26. My $298.50 deposit is usually pending in my account by 3pm every Tuesday and available by 9pm. It's now 7:45pm, and it hasn't shown up or even posted as pending. I've contacted bank support and called the unemployment office; they confirmed the payment was processed and sent. I need these funds to survive. Please advise on how to locate my payment.

During a snowstorm I walk to the store that I get cigarettes from every day swipe my card it declined for suspicious activity when I called cash app they said they locked it for my safety there was nothing suspicious about me going to the same store that I always go to every day so boom they lock my card I call them they tell me they can't unlock it until I send them a utility bill OK I send them the utility bill they tell me they can't accept that utility bill because it's past due OK well when they locked my card I didn't get my direct deposit it bounced back to my employer who can't release it until Sutton bank releases it to them so my Wi-Fi is shut off I can't pay my bill To even show them a bill that's not past due to unlock my account and get my direct deposit so I haven't been paid in two weeks and tomorrow they're coming to shut off my lights I'm very upset I want my money I want my card unlocked and I don't want nothing to do with this company again I have toddlers to feed I have bills to pay I have to pay for gas to get back-and-forth to work and none of that I can do when cash app locked my card for absolutely no reason and my funds are not being released

On October 11, I received a $100 gift card that was purchased in an unspecified state. The gift card was a birthday gift and had not yet been activated or used. On December 3, I used the card at a retailer in Maryland for a purchase slightly over $85.00. However, the retailer advised me there was not enough money on the card to cover the purchase. As a result, I visited the gift card's website to view purchase activity and there were two purchases made on November 14 - one purchase for $12.88 and one purchase for $5.88 - both at a retailer in California, neither of which were my purchases. On December 3, I contacted customer service to inform them of the unauthorized purchases and was instructed to file a Gift Card Dispute form. The form was emailed to me, completed, and returned via email on December 8. I was advised the refund process would take 15 days and I would receive a refund in the form of a check, mailed to the address on the form. The 15 days have passed, I have followed up 3 times and have yet to receive the refund.

This is the second time my account has fraudulent activity on it, and the second time I had to reach out to Complaintsboard.com to get a resolution. This bank is a joke, when I first filed disputes for fraud they canceled my card, I specifically told them I DO NOT WANT A CARD I only want cash all for deposits for the IRS deposits. Well when I checked my account after I was waiting for a deposit, all my Money was gone! All of! And when I look at the recent activity there were multiple charges to my account and all were through a DEBIT CARD! .. cash app/ Sutton bank sent out another debit card, even when I refused to have one. Someone now has this debit card and spent all my money. When I inquired to dispute all of this and find out why a card was sent out when I specifically said I didn't want one, and they got back to me saying my dispute was denied because a pin was used... Well obviously whoever has this card made a pin! Then I required back and told me all of this and she said they can't give me anymore insight in this disputes! I want my money back! This is absolutely ridiculous and I'll NEVER use cashapp again and I'll make sure all my friends who have cashapp don't use them anymore either

I bought a vanilla Visa debit card and I put a $100 on it It was roundabout Tuesday the 22nd of March March 2022 2022 I used used the card to put in gas I put $20 which I am gonna put send you guys you guys a statement that proves everything II got $75 held And I wasn't able to use any of it until that money went back on my card back on my card it went back on my card today Saturday Saturday March 26th 2022 And then as soon as I went to use it use it I have no money on my card again when I called the customer service they told me that I had ahold from Google how is that possible if I wasn't allowed to use that card till today because it had a hold That they put on there. It was my explanation to them because they put they put back my money and then they took it off and I said I needed the money because I needed it for my gas it's really hard on me that's all I that's all I had they're like we can't do anything about it we're not gonna do anything about it and then when I called back my card basically said that it was never bought so I'm just leaving it in your hands because this is horrible this nightmare and I have no money if you could please help me that would be greatly appreciated thank you

I was given a $300 Vanilla gift card for my birthday on May 11th. It was in a sealed gift card package and purchased from a local CVS pharmacy. I first opened the packet on November 5th at a department store to try to use it to make a purchase. The transaction was denied due to insufficient funds. I later called the customer service number on the back of the card to learn that there was only a $3 balance remaining. I also learned that there were handfuls of small transactions made between 9-29 and 9-30 at google play (online) which I did not make nor authorize. I followed the instructions on the card to submit a dispute and request a replacement card. I waited the full 90 days for the investigation to be completed. I was informed via an email that a discrepancy was found and that I would receive a replacement card. I received a replacement card this week for only $10. I tried repeatedly to contact their customer service via phone and email and either was disconnected or was told that the decision was final and no further information would be available and to keep emailing them, which I have done several times without any response. I searched for similar issues online and found hundreds of similar complaints on the consumer affairs website and am hoping someone can help me with this matter.

I have a prepaid debit card from Albert which is funded through Sutton Bank. I recently set up direct deposit to go to this card in addition to linking my bank account to it. On Thanksgiving morning I went to use my card and received an error message that said "your card is unavailable " I sent emails, text messages, called the customer support number as well as Sutton Bank directly for assistance. Saturday November 27th I received a response. A new card was created and I was told one would be mailed. I was told the pin was changed. Not sure how, the card was in my wallet and I didn't change it. Sunday the 28th i tried to use the card and that one was also deactivated. Again I called, text and sent emails. Someone contacted me on the 30th asking for a copy of my license to verify my address as a charge from Khols was made on the 28th that I didn't make. I was told once I sent proof of address a new card would be sent. I've sent countless emails, text messages and called Sutton Bank again. The representative *** sent an email on my behalf. I still haven't heard from anyone. My direct deposit went in on November 30th. I've been using another account to access funds, borrowing money and overdrawing my other account. No one is responding. I have investments through Albert and 2 of my accounts are linked. I still have no debit card.

I closed my bank account to switch to a credit union. In a desperate financial situation, my payment was mistakenly sent to the wrong place. In a panic, I entered incorrect information. Now I'm puzzled as to why the payment is still pending. I was on the brink of losing my home and needed this payment urgently, so I used the account temporarily on 12/29. At noon, the bank confirmed receipt and said it would be available shortly. By 11pm that night, I was notified that my funds were accessible. On Friday, I received another message confirming the deposit. However, it's now Sunday and the funds are still not cleared. We've been surviving on cereal for the last two days. My wife, who is epileptic, has been without medication for four days. This situation is dire. Banks and direct deposits are supposed to make funds available promptly, ideally two days before payday. It's distressing to think about how we've just transitioned from living in a minivan to purchasing a trailer for $1,000, and yet I can't access my payment. It was supposed to be available the day I called, which was a Thursday. It didn't appear that day but was marked as 'PENDING' the next. If it's pending, why can't I use the money now? We were promised early access if we banked with you. My wife and grandmother need their medication. We don't even have a lock on our door. Enduring the entire weekend with the funds in limbo is torturous. I implore you, please release the deposit.

I filed a dispute with Vanilla Gift Card 1/2/22. It appears that Sutton bank issues these cards to Vanilla. Someone in Santa Ana used the funds at Target 12/14 at 2:27pm. My aunt purchased it for me and sent the receipt as well on 9/11 at 12:26pm. I opened a case# ***. I received an email that the dispute packet had been received 1/3/22. I have called a multitude of times about the $100 Vanilla card replacement. I have also sent emails. I have also been told there is another plan if I am not given a replacement within 90 days...(That means, THERE IS NO PLAN). Banks are required to do due diligence on everything they do within their four walls, otherwise it is willful blindness. That is a compliance issue. There are many complaints for nonpayment on these cards. I do expect has higher standards to uphold and make who they are doing business with make good with who they are issuing their product to. After all Sutton Bank is putting their name on these cards. Its advertisement and money earned. Thus, customers should also get what they are paying for. IF Sutton Bank looked online at all the complaints of Incomm/Vanilla, they'd be interested to see what they are putting their name on, if it matters. Regardless, I want to be refunded the $100 gift card that my aunt sent to me, even if that means Sutton has to contact their customer. Thank you. Respectfully

On 2/6/2022 I purchased two $50 prepaid gift cards for my granddaughters for their birthdays. The total paid was $109.80. I received an email almost immediately that included the purchase details and my order # -- #3***. The email states that the shipping method is "standard, 5-6 business days." That led me to believe that I would have delivery of my cards between 2/11 and 2/14. Two days later I received a second email stating that my gift order was on its way and that I would receive a confirmation with a tracking number when the items were shipped. At the bottom of this second email, it states that the shipping method is "standard, 5-7 business days." So now, I'm basically being told to expect my gift cards between 2/15 and 2/17. Today it is 2/17 and I have yet to receive my gift cards (should have arrived by 2/14 according to the first email I received; by today according to the second email) and I have yet to receive an email with confirmation of shipping or a tracking number. I called [protected]) and spent *43minutes on the phone and they could provide me with no information about my cards. They could only tell me that they have been shipped via *** and that there are shipping delays due to COVID. WOW. Really? ***, ***, and other businesses have managed to get my packages to me within the promised timeframe. Why are shipping delays due to COVID causing problems specifically for ***com? The excuse was honestly an insult to my intelligence. I requested cancellation of my cards and a refund and they refused.

Received multiple (2) Cash App Visa Debit Cards to my address issued to two different people, who we do not know and do not live at our address. 1st Card, on January 16th, 2022, 2nd Card, February 23, 2022. In review with Visa, they advised that the cards were issued by Sutton Bank, Attica, Ohio. In trying to contact Sutton Bank, was advised via automated process, was to contact Cash App directly @ [protected], which I have done 4 times since January 16th and have gotten no help whatsoever on Case # ***, to the point I was hung up on today! I have tried to contact Sutton Bank via [protected] & [protected] to report these Debit Cards that could be fraudulently being requested or issued but I have left multiple voice messages on February 23 & 24, 2022 with Sutton Bank that have not been responded to. The people that they are issued to appeared to be related and living ion the greater Cincinnati/Indiana area. Visa advised that since Sutton Bank issued these Debit Cards, Visa was unable to do anything with this issue and Sutton Bank should be contacted to resolve it but it seems Sutton Bank deflects any Cash App occurrence/communication to Cash App directly via their automated phone answering system. Trying to contact a Customer Service Rep at Sutton Bank has been nonexistent and extremely frustrating as the system advises that all reps are not available because they are helping other customers! After leaving various VMs advising that I have received MULTIPLE possible fraudulent Debit cards, no one has reached out to contact me to handle this situation. I also tried contacting the VP of Business Management and the Marketing Manager, which did not warrant a reply as well.

Cash app hasn't returned funds to Indiana Department of Workforce development and can't tell me where my money is after several emails being sent. My cash app card and direct deposit feature were disabled with no reason given. The Indiana Department of Workforce Development sent me a direct deposit on 02/01 I'm the amount of $2,245. Since my direct deposit feature was disabled my funds were never put into my cash app account. I contacted cash app several times and have received small responses that weren't clear. I asked if the funds were sent back to Indiana Department of Workforce Development and was told by a cash app rep that I would have to contact Indiana Department of Workforce. I contacted Indiana Department of Workforce and was told they have not received any funds back from cash app. I sent another email to cash app and have received no response. I have sent emails asking how long does it take for funds to be sent back if the direct deposit feature is disabled, but received no response. It has now been 3 business days and cash app has yet to give me a answer about what happened to the funds that were sent to my disabled account. Indiana Department of Workforce Development says they will immediately send the funds to my meeting bank account once they receive the money back from cash app. Cash app's direct number directs me to send a dermal via the app and I have done so multiple times. If the funds were sent to my cash app via direct deposit and my cash app direct deposit is disabled then the cash app reps should be able to see if the funds were rejected and returned. However, they are refusing to answer my question because I am receiving no valid explanation. The only email I received said the funds were never sent to my cash app account and I need to contact Indiana Department of Workforce. I know for a fact the funds were sent to my cash app account because that account and routing number were entered into my Indiana unemployment account. I feel as if I am getting nowhere with cash app. I can't get a representative on the phone and can't get someone to email me back with a explanation of what happened to my funds or how long it takes for funds to be sent back to a sender if the cash app direct deposit was disabled. I am shocked at their lack of reliable customer service being such a well known company in which many people use.

Inaccessible funds had been received on my closed Cash App account. Cash App transferred my $*** which disabled my closed account indefinitely. On Thursday, September 17 at 2:35 p.m., I placed an order of two items through Walmart.com that successfully transacted from my Cash App accounts balance via Cash Card ending in "***" under my first and last name; *** residing at the address of ***. My $*** $*** was on the account of purchase at the time. I realized something was incorrect on the order that had not been placed and was too late to cancel when I was informed about it via email. I contacted Walmarts support team, after me telling them the issue, they emailed me a "return label" of which I placed on the package upon receiving and sent back out. On October 9 a transaction of $914.48=(Transaction Number: ***) and $3020.92=(Transaction Number: ***) totaling the amount of $3935.40 successfully refunded from Walmart.com. The two transactions had posted on October 10. Walmart's support team confirmed the acceptance of the refunded transaction despite the nature of Cash Apps automated responses to accounts that are or have been closed; "Your Cash App account has been closed and can no longer send or receive payments." The issue is, on Thursday, September 17, later in the afternoon, the same day I made the purchase, it was brought to my attention that my Cash App account had been closed and then later on disabled by the Cash App support team due from miscommunication. Cash App support failed to merge my closed account with my newly created account. As an alternative a transfer of my $*** to my new account had been offered. Despite me not wanting this, Cash App support proceeded on. Ultimately this action led to my account being inaccessible. The support team failed to provide me a resolution. A Cash Concierge had been appointed to the issue and demonstrated the same. I have tried to get in contacting Sutton Bank and have been put on hold for hours then following up with the call being dropped. As well as an employee from Walmart.com's billings department facilitating a failed 3-way-call more than a few times from the bank not answering when called. Emailing has shown to be very ineffective at getting response. I understand the agreement I had signed with the company and any additional terms of service. This was a completely separate transaction given almost a month later. Which does not follow under a pending transaction or residing funds in the account. Furthermore, the authorization that permitted the facilitation of any transaction to an account regarded as closed and or disabled, may that be sending or receiving funds on such an account, holding funds or anything regarding to not making funds available to my person is not pursuant under Section VIII.7 of Cash Apps Terms of Service or under Section IV.3.c of these terms. I had been instructed by Cash App and Square, Inc. to have the merchant perform a "recall." This is not something the merchant (Walmart.com) can do. The funds had been sent and did not bounce back as they were accepted on the ''Closed account". From here on I can only conclude that these funds are waiting to be processed at a banks level to properly be directed in respects to the owner as opposed to the funds virtually sitting in limbo. Its imperative to my health, I have been needing these funds since the end of last year. The least I can get out of everything this has caused is for the return of my funds.