Complaints

• Initial Complaint

  01/17/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ON 11-29-2024 my SSI was direct deposited to academy bank. I called and was told they sent it back to ssi because my account was closed due to negative balance of -$36.00. They nolonger wanted to do business with me. December 5th I went to SSI and was informed my check had been cashed by academy bank. I then went to the bank and was told they made a mistake telling me they sent it back, that they actually did receive it direct deposit on the 29th and took the $36.00 fee out and closed the account and there headquarters in Kansas City MO would be sending a check with the remaining balance $990.00.I was also informed that it was already in the mail heading to *** * ****** Springfield MO. After waiting several days for mail and receiving nothing I went back to the bank, and they said it was delivered and returned back to KC location. I updated my adress with them to *** * ********* ****** Springfield MO. And was told it was on the way in the mail again. So again I waited several day receiving nothing I called the KC headquarters they did not have the adress correct and never even sent it. I then updated my adress to general mail delivery to the post office. 500 w chestnut expressway. After waiting days again receiving nothing I called again and a lady named ******** told me the boos said she would mail it on Thursday. (It should have already been mailed to me but ok.) Today is 1-17-2025 and I have still never received my SSI. I have lost my home now am homeless and still haven't received my money. All I want is my money that they are not giving me. I've never even been told why they closed my account. This is wrong and I demand answers please. Something has to be done.

  Business response

  01/31/2025

  Concerns that you have raised:
  
  You state on November 29, 2024, you received a direct deposit from Social Security. When you contacted the Bank regarding your account, you were informed your account had been closed due to a negative balance of $36 and because of that, your deposit had been returned to Social Security.
  On December 5, 2024 you contacted Social Security to check on the deposit and were told that it had not been returned and that Academy Bank still had your funds. You then went to the Bank to inquire about the funds and were told a cashier’s check and been mailed to the address on your account at the time of the closure. After waiting several days for the check to arrive, you contacted the Bank again to find out that the check had been returned by the post office as undeliverable. At that time, you provided a different address and were told the check would be sent back out. You again waited several days however the check did not arrive. You contacted the Bank for a third time and were told that the check had not been sent back out and provided another address to send the check back out to. As of the date this complaint was filed, you had yet to receive the cashier’s check as promised.
  You are requesting that your funds be sent to you immediately.
  
  Research into the matter reveals the following:
  
  Our records indicate your account with Academy Bank charged off with a balance owed of $39.54 on November 15, 2024. On November 27, 2024 a direct deposit in the amount of $943 was received. The balance owed was deducted after the deposit was credited to the account.
  On December 5, 2024 the account was closed and a cashier’s check for the remaining balance of $903.46 was mailed to the address listed on your account at the time of closure.
  On December 12, 2024 the cashier’s check was returned to the Bank as undeliverable.
  On December 8, 2024 after you contacted the Bank to inquire about the check because you had not received it, you provided a different address to have the check delivered to. As of the date your complaint was received, the check had not been negotiated.
  Client Relations contacted you on January 30, 2025 and as per our conversation, it was arranged for you to go into the local branch and obtain a replacement cashier’s check. Our records indicate you received the check and cashed it while at the branch the same day.
  We sincerely apologize for any inconvenience this situation may have caused.

• Initial Complaint

  09/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Friday September 13, 2024 I was at ******* to do shopping for customers. I had done a few shop orders but spent most of the day going to garage sales. About 2:30 I did a shop and stopped again as I had to pick my daughter up from school and my granddaughter from her house. I got back to ******* to do a customer shop at about 4:30 pm. I noticed a police car when I got there. That is usual though because they stay there for security. I did my shop and came out of the store. I noticed a red truck that I had had issues with in the past week. The police were talking to him and he was pointing at me. The police came over to me and started asking questions. They asked for my ID. I did not produce it as I had done nothing wrong. I asked to have my rights read since I was being detained. The officers said the guy in the red truck had said I had been harassing him all day, even though I had not been there. The police left, telling me to have a good day. No charges. No tickets. Nothing. On 9/14/24 I started my shopping day at 6am. I did 3 shops. I noticed an officer that is there quite often for security. I was telling him what happened. The bank manager (******* ****) inside ******* came over and got in to my conversation with the police and started calling me a racist and being very hateful. I left to deliver my order. I came back and that bank lady told me that she had me trespassed. She was yelling at my and my daughter in the parking lot. She was taking pictures of me and my vehicle. I went into the store to do a shop and was met with police and the ** gal. They said they had multiple complaints against me so I was banned for life from ALL *******s and ******* owned properties. I asked for a list of the complaints and got nothing. I know there have not been multiple complaints because I have been doing this for over 5 years and have had no complaints at all. ******* has never told me of any. My ratings are excellent. After I left, the manager continued bashing.

  Business response

  09/16/2024

  Concerns that you have raised:
  
  You state that due to false accusations made to the St Jospeh police department and ******* ** by the ******* **** branch manager, you have been banned from all ******* locations and properties.
  You are demanding the branch manager be terminated immediately or you will file charges against her.
  
  Research into the matter reveals the following:
  
  Upon receipt of this complaint, an internal investigation was performed with ******* and the St Joseph police department.
  It was found that the trespass order you speak of was given by ******* ** not the ******* **** branch manager as you stated.
  Your statements regarding the branch manager were also found to be false which was also verified through the investigation.
  Should you wish to discuss the reasons behind your being banned from ******* properties, please contact the St Joseph police department at ************ or ******* ** at ************.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I asked for this place to close my account on August 1st and they did not close the account. They let things continuously be taken out after causing my account to be overdrafted. I went and reclosed the stupid account today and they would not give me anything stating they closed the account. They are the biggest fraud of a bank I have ever come across

  Business response

  09/04/2024

  Concerns that you have raised:
  
  You state you requested that your account with the Bank be closed on August 1, 2024 and that it was not done. Because the account was not closed, things were continuously allowed to come in after your closure request causing your account to be overdrawn.
  You further state you went back into the Bank to request your account be closed again on August 30, 2024 and the branch associate reused to provide you with proof that the account has been closed.
  You are requesting the account be closed and that proof of the closure be provided to you.
  
  Research into the matter reveals the following:
  
  Our records indicate your account remained overdrawn for 55 consecutive days and was administratively suspended on July 30, 2024 with a balance owed of $41.03. Copies of your statement showing the transactions that created the overdraft as well as the charge off notification are included for your review.
  Your Social Security direct deposit in the amount of $939.16 was received on July 31, 2024 which caused the account to be reactivated. You went into the branch on August 1, 2024 and made a withdrawal of $936.16 leaving the negative balance of $41.03 unpaid and causing a balance still owed of $38.03. One transaction did attempt to clear your account but was returned for insufficient funds and a $20 returned item fee was assessed leaving the negative balance owed of $58.03.
  On August 29, 2024 your Social Security deposit was received in the amount of $939.16. The balance owed of $58.03 was paid leaving an available balance of $881.13 which you withdrew on August 29, 2024 and the account was closed. A copy of your current statement showing this is also included for your review.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 9th I got arrested. I didn't get out until June 1st. Then found out My ex girlfriend had gotten My wallet and my phone, I had just received my tax return when I got arrested. I reported my dispute to the bank and they told me that they found it wasn't fraud. I tried to appeal their decision and they said that was their final decision and the case was closed they also disclosed that they are closing My account. The amount they said was being disputed wasn't even the correct amount. I want this resolved, I don't know how i can shop at those stores while I was in jail

  Business response

  07/10/2024

  Concerns that you have raised:
  
  You state you were incarcerated from May 9, 2024 until June 1, 2024. While you were incarcerated, you state your former girlfriend had your wallet and phone and spent all the funds in your account, to include a tax refund that had just been deposited.
  You filed a dispute on all transactions made during your incarceration, which the Bank denied. You attempted to appeal the denial however, you were told the decision is final and the funds will not be credited back to you. You were also told that your account is being closed.
  You are requesting that your dispute be reopened, and the funds credited back to you.
  
  Research into the matter reveals the following:
  
  Our records indicate your account with the Bank was opened on April 4, 2024. On June 20, 2024 and June 27, 2024, you filed disputes on multiple transactions that posted to your account in the timeframe you claim you were incarcerated totaling $2,835.28. Included in the dispute were multiple **** *** transfers to an account in your name, numerous transfers to your own savings account done through online banking and transactions done using the pin number which you stated in your conversations with the Bank’s dispute department you had not given to anyone. Due to these variables, the Bank denied your disputes as no error had occurred.
  In order for your disputes to be reconsidered, the Bank will require proof of your incarceration. Please also provide a copy of a police report showing that you have reported the theft to the police department and intend to pursue action against the person you claim stole your funds.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a CD maturing today. I went to the bank to cash it out and add some money and reopen a cd and for the 3rd month in a row there is no one there can perform this function. Today I went in and they can't even put my mature cd money into my savings so I think they have violated their fiduciary duty to me repeatedly. Please make them do a better a job

  Business response

  07/08/2024

  Concerns that you have raised:
  
  You state you went into your local branch to cash out a COD, add funds and open a new one and for the third month in a row there was no one there that could assist you in doing this.
  You further state the branch associate was unable to transfer the funds from your matured COD into your savings account.
  You feel the branch associates have violated their fiduciary duty to you repeatedly and want assurance that something will be done so that you can receive proper assistance when going to the Bank.
  
  Research into the matter reveals the following:
  
  Upon receipt of this complaint, research regarding your statement that the associates at the branch you went to could not assist you with your request to close your matured COD and open a new one was performed. It was found that your statement was correct and the associates working at that time were unable to complete your request due to there not having been a branch manager there to complete the request. A new manager has been hired and starts this week so this should not be an issue going forward.
  Our records indicate you contacted the Bank’s Universal Banking team, and they were able to get the COD closed out and transferred to your savings account. From there, you were able to request and open the new COD through online banking successfully on July 3, 2024.
  We sincerely apologize for any inconvenience this situation may have caused.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This account was written off as a charge off and was never provided a 1099-c, and therefore is reporting inaccurate and needs to be removed from my credit report.

  Business response

  07/03/2024

  Concerns that you have raised:
  
  You state your account with Academy Bank was written off as a charge off and you were not provided a 1099-C therefore, the reporting of the account is inaccurate and needs to be removed from your credit reporting.
  
  Research into the matter reveals the following:
  
  Our records indicate you had a loan with Academy Bank that charged off on December 27, 2021 due to nonpayment and has a current payoff balance of $1,804.97. This balance has been sent to InDebted USA, a collection agency working with the Bank, and remains unpaid.
  The form 1099-C is a federal tax form required by the IRS. Lenders and other creditors must submit a copy to the agency and to taxpayers whenever a debt totaling $600 or more is canceled or forgiven. In this case, the debt was not canceled or forgiven, therefore a 1099-C would not apply.
  Should you wish to work with Indebted USA to pay the debt owed, please contact them at ###-###-####.
  All reporting is accurate, and a 1099-C does not apply so the debt will not be removed from your credit reporting.

• Initial Complaint

  05/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In March 2024, I noticed a large charge on my account from ******* *******. I disputed this charge as I never authorized it on my debit card. I only ever authorized the normal payment amount. Academy Bank provided a $589 provisional credit at that time. Today, on May 10th 2024 (two months later) they took back the credit, causing an overdraft and without any notification despite this still being an unauthorized transaction.

  Business response

  05/14/2024

  Concerns that you have raised:
  
  You state you filed a dispute on a debit card transaction in the amount of $598.73 to ******* ******* in March of 2024 because you never authorized it to be debited using your debit card. You did however authorize smaller payments on a scheduled basis as agreed to at the time the loan was obtained. The Bank provided you with a credit at the time the dispute was filed.
  You further state in May of 2024 the credit was reversed back out of your account two months later despite your claiming the transaction is unauthorized, with no advance notice to you causing your account to be overdrawn.
  You are requesting that the $598.73 be credited back to your account.
  
  Research into the matter reveals the following:
  
  Our records indicate that ******* ******* debited your account using your debit card for $598.73 on March 21, 2024. On the same day, you submitted a dispute form to the Bank stating that you did not authorize the transaction. In your complaint form, you mention that you did authorize the merchant to debit your account but not with your debit card and not for the amount that was debited.
  On May 10, 2024 the merchant provided documentation showing that at the time the loan was obtained, you did agree for payments to be taken using the debit card. They also provided evidence that you had approved the payment for $589.73 through their online portal. A copy of the documents is included with this response.  Since there was no error, the provisional credit that had been provided while the investigation was completed was reversed back out of your account. As per the disclosure at the top of the dispute form which you signed and submitted, it states that the Bank has up to 90 days to complete the research for your claim and the provisional credit was reversed within that timeframe. The Bank is not required to notify you prior to the reversal of provisional credit.
  The dispute denial stands and no credit for the above mentioned dispute will be provided.

  Business response

  05/20/2024

  Concerns that you have raised:
  
  You have rejected the original response submitted to the Bank on May 14, 2024 because you claim that the documents provided by the merchant do not show authorization for a bulk payment, only the agreement for the small monthly payments.
  You also state you don’t understand or agree with the merchant’s claim that you requested the payment through their portal system. You also claim that when you contacted them regarding the charge, they told you to contact the Bank and dispute it.
  You further state you contacted the Bank to request the account be closed to prevent it from going any further into the negative and your request was refused.
  
  Research into the matter reveals the following:
  
  While we understand your frustration with the reversal of the provisional credit and the denial of your dispute, the merchant has provided clear and sufficient evidence that the transaction is not fraudulent.  The proof of this was included with the original response and titled “Hunt merchant documents”.
  If you have further questions regarding the transaction or the receipt included with the above-mentioned documents, you will need to contact ******* *******. The Bank would have no way of knowing if the merchant instructed you to dispute the transaction and then provide evidence that the transaction was not fraudulent when presented with the dispute.
  Per your request, the account was closed on May, 16 2024 to prevent the account from going any further negative.

  Customer response

  05/20/2024

  
  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.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 4/11/2024 I deposited a cashiers check from my grandmother. This deposit was for infusions for my husband that he desperately needs. The check was a certified cashiers check. I do not have any local branches of the bank to go into so I have to deposit everything using the mobile app. The check showed approved & available 4/11. On 4/12 I checked my account. It showed overdrawn. They never notified me of a hold. My account says it was available yesterday but now it is not. They took the deposit & placed a hold on it after posting it & made my account negative. I can only guess they’re attempting to charge me overdraft fees. I called the bank immediately however, they were closed. I waited until they opened. It took me 30 minutes to get through all these questions they asked me. This is very strange as well. They’ve never asked me 30 minutes of questions to access my own accounts. I answered, no problem. Only to be told they placed a hold on my account! I do not have any notifications of a hold & my account even shows it was AVAILABLE yesterday but not today. I I just need my money credited so I can pay the bill at the Florida cancer center so that my husband can get his infusion treatment that he needs. I understand that deposits are subject to holds however, it was deposited yesterday & they did not give me any notice of a hold. This seems to me like fraud. Why show it as available then take it back without notice? I have had this same account since it was southern commerce. I opened it in April of 2012. I have never had an issue with my account. I always keep my account in good standing. To have them take my deposit and place on hold AFTER the fact & without notice will now cause me to not be able to get the infusion we have managed to get the appointment for. Because someone just randomly decided to play games with my account? My husbands life is at stake here! I need my money released so I can get him his treatment. Thank you, ******** *********

  Customer response

  04/16/2024

  Yes, I would say she resolved it. I tried resolving it with multiple people prior to sending the complaint. I even waited to send it until ***** returned my call. Once I submitted their survey, it went to the executive department. They apologized & said I never should have had to escalate it. I’ve never had a returned check and have had my accounts since 2012. I did tell her that I had filed the complaints. She said she understood why & was going to pull my phone calls to use as training to prevent this from happening in the future. I spoke to *****. She also told me to retain her number & extension in case I ever need her in the future. I feel that she handled it quickly & efficiently. 

  Thank you for your help as well. 

  *** 

  
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A gift card was purchased and given to me by my daughter. Upon opening it the last four digits of the credit card number are scratched off.

  Business response

  03/25/2024

  Concerns that you have raised:
  
  You state you received a $150 gift card however you are unable to use it as the last four digits of the card number are scratched off.
  You are requesting a replacement gift card.
  
  Research into the matter reveals the following:
  
  As per our phone conversation this morning, the gift card you are referencing is a Vanilla Gift Card which Academy Bank does not sell. You stated you will get back in touch with the BBB, cancel this complaint and file a new one under the proper company.

  Customer response

  04/01/2024

  This is a Vanilla Visa gift card that is issued through Pathward, N.A. and is distributed and serviced by InComm Financial Services, Inc.  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid off my charge off at Academy Bank & they gave me my old account. They didn’t report me to *********** but they did without reporting that I paid in full. I’m closing my accounts soon.

  Business response

  03/12/2024

  Concerns that you have raised:
  
  You state you paid your charged off account balance with the Bank and your old account number was reopened.
  You further state your charge off was reported to **** ******* however, it was not reported that the balance owed was paid in full.
  You are requesting a refund for the charged off balance in the amount of $99.
  
  Research into the matter reveals the following:
  
  Our records indicate that your account was charged off September 2, 2021 with a balance owed of $98.05. The balance owed was paid in full on February 8, 2024 and the account reopened. A copy of your statement reflecting these things is included for your review.
  The account was reported to **** ******s when it initially charged off and the request was sent to reflect the account being reported as paid in full on February 9, 2024.
  The amount owed for the charge off was legitimate and will not be refunded to you.

*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. ↩