Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear BBB, and Busey Bank, I have been applying for credit and this account from Busey Bank has been brought to my attention and appears on my credit reports, I am unaware of this alleged account “installment account” with this bank , I never authorized this installment account with this company , this is hindering my ability to get credit and is hurting my good name this is unauthorized I need this removed from my credit reports immediately. Please see attached file for more info.

  

  Business response

  12/18/2024

  The complainant did apply/take out an installment loan with Busey. Attached is the signed loan documents that supports this. 

• Initial Complaint

  11/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had my house built in 2005 with ******** bank. Busey is my current lender and I have had nothing but trouble. They have tried to take my home, foreclose. For a year we have not heard from them in any way shape or form. The last time we spoke was with a Mr ***** ********. I went into the Busey location in chesterfield to get my pay out but they claimed when I entered that busey no longer exists, which is clearly untrue if they were servicing others and they had Busey on the building. I have tried calling Busey and going to another location in st louis, my son went down there and no one communicated with us there either. We were promised to be contacted but we never were.

  

  Business response

  11/27/2024

  Busey has attempted to reach out to the complainant on multiple occasions over the past year and has offered a solution to the issue. The complainant has not followed up. 

  Customer response

  12/04/2024

   I am rejecting this response because:
  
  

  Dec 4, 2024

   

  What is the offer solution  Busey  bank  offering to this issue and what was the offer and would like the BBB to have this copy also. also Busey Bank is not telling the truth. they wanted ******** ***** to sign papers to change the loan modification *********** for ******** ***** to pay taxes and insurance. Here are checks for the morgage payments that Busey Bank has been cashing for years. But will not send the pay off that i have been asking for years and failed to send escrow.

   

  ********* ***** *** *** ****  

  ***** ********* *** *** ****

  
  

  

  Business response

  12/13/2024

  We received the complaint filed by the complainant with the Better Business Bureau. We are familiar with her and her complaint and have attempted several times and in several ways over the last year to resolve the matter.  Working through our attorney, we have provided multiple payoff statements to her upon her request.  In addition, working through our attorney, we have offered to meet with her to discuss her mortgage terms. 
  

  We have asked the complainant to work with our counsel on these matters.  If she comes into a branch with a request or question, our associates reach out to our attorney so that he can work with her. 
  

  We have and will continue to try to work with the complainant to address her concerns and resolve this matter.

  Customer response

  12/14/2024

   I am rejecting this response because: I, ********* *****, am responding to the information from Busey Bank sent to BBB on the date of 12/13/2024 sent at 2:21:12 pm. Busey Bank had tried to take my home from me and I filed a discrimination case with the Missouri Commission on Human Rights and I won the case. Busey Bank and I agreed to a loan modification that Busey Bank wrote on March 20, 2017 and the loan modification there were 2 pages to the loan modification agreeing to lowering my mortgage payments from $1400.00 a month to $861.42 a month until March 2047 and with taxes and insurance to be paid by Busey Bank. Busey Bank has failed to honor the loan modification. Busey Bank threaten to sell my house on the court in St. Charles County door steps by trying to make me pay more money on taxes and insurance. If Busey Bank is familiar with ********* ***** and my complaints why are they refusing to give me the payoff balance of my home/and why is Busey Bank refusing to give me a payment history on my home. Why is Busey Bank withholding this information from me? Do all citizens get treated this way? Why is Busey Bank having their attorney to try to force me to change the loan modification to have ********* ***** pay taxes and insurance if Busey Bank is required to pay taxes and insurance. I have never received any escrow from Busey Bank this is why I keep filing complaints. I would like the BBB to get a copy of the payoff balance of my home. I sent 5 checks in the amount of $861.42 to ***** ***** and I never got credit for that and never received the receipts and they never gave me a balance. When I was with ******* Bank my balance on my home was $159,000 after Busey Bank bought ******* Bank I have not been giving the payoff. Busey Bank is denying me the true payoff of my home and that is why I have reached out the BBB to get assistance and to report this matter this should have been resolved.

  ********* *****

   

   

  
  

  

  Business response

  01/08/2025

  Hello—The official response to this complaint is attached. Thank you. 

  To Whom it May Concern:
  In 2016, Busey Bank acquired ******* Bank, National Association and through that acquisition acquired Ms. ******* mortgage.  
  At no time has Busey Bank tried to take Ms. ******* home or initiate foreclosure proceedings.  To the contrary, Busey Bank has tried on multiple occasions to work with Ms. *****.  As Busey Bank often does with ongoing customer complaints, we engaged outside counsel in June, 2023.  Over the past year and a half, our outside counsel has had numerous conversations with Ms. ***** over the phone and has exchanged correspondence by email and regular US mail to ensure Ms. ***** received the correspondence as well as any documents and payoff statements she requested.  It is routine when we engage outside counsel to have our associates in the Bank to refer all questions to counsel rather than responding in person.  Our outside counsel then responds to the request. To her comment that her son went to one of our branches and we would not communicate with him, we are unable to do so, as he is not listed on the account.
  As for Ms. ******* statement that someone in our Chesterfield location told her that Busey no longer exists, we cannot explain that, as we have a branch at ***** ****** ******* ************* ** ***** that is open from 9AM to 5PM Monday through Friday and 9AM to Noon on Saturdays.  Perhaps she mentioned ******* Bank and was told they no longer exist, but that is only speculation.  We have several other locations in the St. Louis metropolitan area.  
  Ms. ***** is welcome to contact our counsel and we have asked her to do so on numerous occasions.  His contact information is below:
  
  ***** ********** *********** *** ****** *** **** *** *** ****** ** ***** ****************************** **** ************ * ******* ************ * **** ************
  

  
  

• Initial Complaint

  08/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Every transaction i've done with my busey bank account in the last 12 months has resulted in them stealing money from me. they either say the money i deposited wasn't deposited or just take the money out of my account and say it has been applied to something, but what they are supposedly applying it to remains unchanged. their only response has been it won't happen again, it should have never happened to begin with or multiple times. they are literally robbing me.

  

  Business response

  08/23/2024

  The Bank's research into Mr. ********* account found that there was no evidence that the payments had been misapplied, in accordance to the disclosed structure of the loan. A Busey representative has reached out to Mr. ******* to address his concerns, and to explain the payment structure of the account. The customer confirmed he understood and we let him know he could contact the Bank if he needed further assistance.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Fraudulent charges of over $800 were taken out on 07/16/2024. Both charges were out of state and account did not have available funds for either, so charges should not have been allowed to go through. I contacted the bank immediately to close the card and started the dispute process as soon as the charges posted. Their timeline for credit of fraudulent charges is abysmal. Other banks have issued credits within 24 hours to 5 business days. I am a single income household and have had no money for two weeks while waiting for my credit. Calling customer service only advised they can do nothing to help expedite the timeline or get my funds back sooner. I have to keep waiting and call again.

  Customer response

  07/26/2024

  Busey reached out and resolved the issue by issuing my provisional credit today. 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I deposited a check for my workers compensation settlement and they put a hold on it explaining its for their protection to ensure they get paid on the check before releasing the funds. Deposit was on 1/30/24 and the check cleared my attorneys bank on 2/1/24. They have been paid my money over a week ago. They are using regulation cc for the extended hold. Regulation cc states it has to be reasonable. Holding my money till February 14th is not reasonable. My attorney even said he has never heard of a hold for this long. I haven't had a check in over a year and this is my workers compensation settlement. I need my funds immediately. Thanks

  Customer response

  02/08/2024

  Reg cc also states 9 business days not 11 so this is all illegal 

  Customer response

  02/10/2024

  This is straight out of regulation cc and it shows they made a mistake. It says if a customer had (not has) a account for more than 30 days they can't be considered " new account" by the time they respond my funds will be released. I'll probably have to file a lawsuit 

  

  Business response

  02/20/2024

  To respect customer confidentiality, we cannot disclose details about this complaint publicly. However, we have reviewed the complaint and confirmed that proper procedure was followed and communicated in compliance with federal regulations and bank policy. Busey’s team has worked with the customer and communicated the findings and resolution.

  Customer response

  03/01/2024

  This is the problem, i let them know after doing some reading that this was not in federal compliance and they refused to give me my money no matter how wrong they were. Please read the federal code paragraph i sent you in the beginning proving this. I have had accounts before with Busey so they had no right to keep my money according to the federal regulations they are misusing 

  

  Business response

  03/15/2024

  Our team has confirmed that all actions taken have been in accordance with Regulation CC. If Mr. ********* would like a further explanation, he may contact his Relationship Manager at the number he was provided. 

  Customer response

  03/22/2024

   I am rejecting this response because:
  They say their team confirmed? The same people causing the problem in the first place. I am asking the BBB to review my attachments. Since i previously had bank accounts with busey reg cc doesn't apply to me. I believe its 229.13B states customer had (past tense) not has (present). Its plain as day and Busey still admits no wrong doing. You will see another screenshot i sent in the beginning where a reputable person teaching reg cc states the exact thing I am. Busey is taking advantage of reg cc and sat on over 10k of my money for 15 days after they were credited the funds.

  I can't make this more clear and i have provided the proof i am right. Should I call a attorney and sue? May be the only way to fix this since they are refusing to be honest and admit a mistake. My relationship manager is the biggest problem and referring me back to him for probably the 5 th time makes it even more frustrating. 

  
  

  Customer response

  03/22/2024

  My last message i made a mistake and stated 229.13B when its 229.13a that i uploaded on 2/10. Please read this. It sums up this whole argument in a couple sentences that Busey refuses to recognize. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This bank is robbed me about five or six hundred dollars in fees they didn't put a stop of transaction on a transaction that had stated to that involves a legal situation that was supposed to be money for my car while it was pending I had contacted the bank and said stop send back to sender they refuse to send back to sender they keep charging me overdraft fees won't correct them then they won't let me access my account or use my account because they know that they can make it fraud and robbed me the money they accepted from ********* ** *** was never stopped like it was supposed to be and I told them reported as fraud the only thing they did was serve me with a letter and just rob me more money they've racked up fees after fees at their fees I may have to go bankruptcy because of this and they need to be sued or something or criminally prosecuted for theft and fraud

  Customer response

  01/03/2024

  Now they're trying to cover up their tracks when I log in there's no data or no account now and I also think I might be getting robbed out of another $950 and that's why they're not showing the accounts because they're stealing my Social Security as well now cuz I had changed my direct deposit to another bank and I can't even look at the account on this now they're erasing everything I can't documents or anything they literally have stolen a crap ton of money out of me and fees and everything else they stole $800 and something dollars from a car accident that wasn't even supposed to go to their account that I said stop don't accept the money involves legal matter the day while it was still pending they were owed money so they went ahead even though I had overdraft process the deposit hijacked it didn't return it to Sender like I requested and now they're deleting the account serving me with a trespass notice whole nine yards because I cussed them out for robbing and stealing and holding up a legal matter and everything else which I'm well am I right to be pissed about yeah they've cost me about $2,000 so far and probably about another thousand and they're fixing to be getting in the news for deleting documents and everything else they're trying to cover the tracks I can log into my account and I can't even pull up my recent transactions nothing it's a failure to load every time they close the account they shut the card down without my permission Whole Nine Yards

  

  Business response

  01/17/2024

  A solution to the customer’s problem has been identified. Busey’s team has worked with the customer and communicated the resolution. This case is now closed.

• Initial Complaint

  09/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On sept 13 I paid off a loan using my Busey account. On sept 15 the loan company tried to take the money again. They said it was a glitch and IT was working on it. I called Busey and put a stop payment on it. Later that day the loan company credited my account for the money as well. I heard nothing from Busey. I received a message from the loan company on sept 22 that due to the stop payment and their credit, I owed the amount again. Again I paid the loan off using my Busey account. On the 28th the money came out again. Still no word from Busey. I called the loan company, my balance was zero and they didn’t do it. I called busey and was told they took the money because of the double credit on the 15th. Huh? I argued and was told it would be escalated up and I would be called at 9 am today. At 1030 I called Busey and was told the person I needed to talk to was in a meeting. That person called later in the afternoon and said the money was taken back due to the double credit. I argued and was told it would be escalated up and I would receive a call before 5 pm. After 5 Busey called to say it was due to the double credit on the 15th. I argued and was told someone would call me on Monday. I have banked with Busey for over thirty years. This money was taken out on the 28th without my authorization. Busey staff have given several different excuses for the money being taken. Meanwhile my money is being held hostage while they investigate their error.

  

  Business response

  10/12/2023

  After speaking with a Busey associate, the customer discovered the payment error was caused by the creditor and not Busey Bank.  Per the customer, the creditor will be refunding the last payment back into the account, which should bring her back to even with the payment schedule. The Busey associate then discussed options with the customer on how to best keep the account active until the refund credit is deposited by the creditor. He will be staying in contact with the customer until the refund is deposited. 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to make a deposit and the machine took my bank card and the cash depositing and the machine completely froze/locked up. Pressed cancel, clear, etc. buttons and nothing. There is NO EMERGENCY CONTACT INFORMATION ANYWHERE on the machine, building or their website. How is a customer to relax through the night not knowing if the machine will back out my card and cash I inserted?? I had to report my card lost and deactivate it and also now i need to take time off work to get this resolved. Never have I ever dreamed that a bank has NO BACK UP SUPPORT!!! Long time customer of Glenview State Bank which is now Busey Bank. Do disheartening!!!

  

  Business response

  04/27/2023

  Upon report of the customer's issue, an ATM dispute was issued on their behalf. The customer was then issued a new debit card and a provisional credit for the missing deposit. 

  Customer response

  04/28/2023

   I am rejecting this response because:  the issue what is busey going to do about the situation when a customer's card gets locked in machine and there is no phone number to call for after hours support.  I panicked and put me under a lot of stress not knowing who to contact, will the machine eventually release my card and fall on ground and someone could find it and use it?  Busey needs a resolution and I need to follow this through so no other customer encounters same situation.
  
  
  

• Initial Complaint

  03/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Busey Bank never contacted me regarding a “collections bill.” They have me in Chex systems as if I owe them money but I do not have record. I contacted them Friday and the agent I spoke with explained to me the charged and I explained the account was closed. She confirmed it was not closed properly and it has accrued extra charges. I am asking for the NSFs and service fees to be waived due to the lack of communication from Busey bank.

  

  Business response

  03/23/2023

  Busey has addressed the customer's complaint internally. Thank you for reaching out and providing important feedback. 

  Customer response

  03/27/2023

   I am rejecting this response because I never received any response 
  
  
  

  

  Business response

  03/31/2023

  A Busey associate attempted to contact the complainant via phone call twice before making contact on March 7. This associate explained to *** ****** why the charges could not be refunded. Since then, however, the remaining balance on the charged off account has been cleared.

  Customer response

  04/03/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Can you please send me a letter or an email confirming the cleared charges?

• Initial Complaint

  11/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a notification from text and on the mobile app saying they posted a credit from Liberty mutual for $48.22 & they have my money they will not release my money here is all the proof they will not release It I will be taking this bank to court on November 21 2022 here is my proof

  

  Business response

  11/21/2022

  Customer's complaint was noted and passed along to the Relationship Manager. RM reached out today 11/21/22 to inform customer that a refund was issued on 11/18/22. 

  Customer response

  11/23/2022

   I am rejecting this response because:

    Since November 3rd I've never got my order for a cat litter. I called ******** and they never would deliver it to me. They said the delivered it but I never got to my house. I've got the the first delivery on November 17th, not the second order for the cat litter from November 3rd they said they're going to reorder it and have it here by November 21st 2022 I emailed and call them over and over and over. Then I went to my bank to get the refund and the bank will not give me the money back so the bank will not respond to get my money back. So I emailed busey bank on my mobile app over and over and over and over and over since November 7th and they will not respond to me to get asking me why why why this why that why this why that and I told them why over and over and over and over piece of **** and garbage bag they will not do a dispute on this and I asked them to do it and it will not do **** here is the picture of why I've asked for my money back

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩