Consumer Complaints

CONSUMER COMPLAINTS

At Guaranty Bank & Trust, we are committed to providing you with the best services at all times. In the unlikely situation that you are dissatisfied, please contact us as soon as possible.

To help us investigate and resolve your complaint, we need:

• Your name and address
• Daytime telephone number
• The time you prefer us to contact you
• Your account number
• Details of your complaint
• How you want your complaint to be resolved 

HOW TO MAKE A COMPLAINT

Phone
Speak to a bank representative by calling (888) 572-9881

Letter
Write to: Chief Compliance Officer
Guaranty Bank & Trust
P.O. Box 1158
Mt. Pleasant, Texas 75456-1158

Online
Click here to complete the form
Email: complaints@gnty.com

Please be advised that this email is unsecured and privacy cannot be ensured. For your protection, do not include account numbers or confidential information.

HOW WE WILL HANDLE YOUR COMPLAINT

Quick Resolution
We’ll work to resolve your complaint as quickly as possible.

Acknowledgment
If we are unable to resolve your complaint instantly, we’ll send you an acknowledgment within 15 business days and tell you when we will be able to resolve it.

Final Response
Your complaint will be resolved, and you’ll receive a final response within 8 weeks. If we are unable to resolve your complaint within this time frame, you’ll receive a letter explaining the reasons and when you can expect the conclusion

MONEY TRANSMISSION COMPLAINT

Guaranty Bank & Trust engages in the money transmission and/or currency exchange business as an authorized delegate of MoneyGram Payment Systems, Inc. under Chapter 151 of the Texas Finance Code.

If you have a complaint, first contact MoneyGram Payment Systems, Inc., at 1-800-666-3947. If you still have an unresolved complaint regarding the company’s money transmission or currency exchange activity, please direct your complaint to the Texas Department of Banking.

In-person or U.S. Mail
Texas Department of Banking
2601 North Lamar Boulevard, Suite 300
Austin, TX 78705-4294
Telephone Number: (877) 276-5554

Website Address: www.dob.texas.gov