Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am co-owner of property *** ********* *** Rockwall, TX 75032. Co-owner: ****** ********* Assumption Loan filed by ****** ********* I have been calling NBKC to get information on the status of the assumption loan. All I get is unsatisfactory information with false promises of emails and phone calls providing me with updates and additional information I request. I have not received any correspondence nor any phone calls as requested. I have to take time out of my work day in order to find out any information I am seeking. I am not sure who I am suppose to make contact with pertaining to this issue, but the service is highly unsatisfactory, especially when the paying customer has to continuous call to get answers. I currently have an application for refinancing my own home with NBKC, but as of today, I have decided to move on with another lender.

  Business response

  10/22/2024

  DMI received a copy of the Divorce Decree on 9/30, but they have not yet received the closing package from the borrower remaining on the loan.
  
  Several attempts to obtain have been made.  The DMI administrator contacted both borrowers on Monday, 10/21.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did a refi for my property with this bank and my property was in a trust. To do the refi the bank took my property out of the trust and didn’t inform me they did that and I only found out few years after through my lawyer. The proper way would have been to inform me and get it back in the trust before escrow closed

  Business response

  10/11/2024

  The Trust was not approved because one of the Trustees, ****** ****, was not a borrower on the loan. The title was held in two separate trusts—one for the borrower, ***** *******, and another for ****** ****. Since the trust in title must have a credit-qualifying borrower as a trustee, we could not close with ******** Trust. Notes from 04/05/2021 indicate the borrower submitted her daughter’s trust documentation, however it was deemed not approvable. Title vesting would not have been provided at Closing. Please see the attached Deed signed at Closing by both parties removing the property from the Trust. 

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was officially divorced on September 6, 2024. All I want to do is have nbkc update my last name. I have used the secure document upload area three times. I've called in only to be brushed aways stating, "oh that never works" I was told to send an email with the same information. I've done that twice. No one is responding and completely ignoring me. I finally used the secure messaging center - I didn't get a notification that they responded, but happened to login and saw that I was supposed to use a different email address and that they have never received my information. To recap - I've contacted this bank over 7 times to get this resolved and they are ignoring me. I am beyond frustrated and I want someone to contact me to get this updated immediately.

  Business response

  10/02/2024

  This complaint was resolved directly with the customer on Monday, September 23rd. We provided contact information for any future questions, but since *** is a third party, she does have to work with them directly to get that changed on her mortgage.

  Business response

  10/02/2024

  We apologize for any inconvenience, but can confirm this issue was resolved on Monday, 9/23/24 via phone.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a business account with NBKC under the name GovShop. I am being harassed by Pe**** **** who works Fraud Risk Department. She is Racist Against Black Business Owners and I want her investigated immediately. She has threatened me and now all of a sudden my Business Account is not accessible.

  Business response

  06/12/2024

  Hello, we would like to request that this complaint has been removed, as it appears that is in fact a case of business identity theft. We have several pieces of evidence we can provide to support the bank taking appropriate steps to discontinue the banking relationship with this individual. Please let me know what else would be needed on our side to have this complaint removed from our account. Thank you.

   

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

  Business response

  06/12/2024

  We’re sorry to hear that you didn’t have a positive experience with us. We’ve reviewed your account as well as the customer support interactions and confirmed that the bank took appropriate steps based on the transactions that were being attempted. The account has been closed and we have elected to discontinue our banking relationship with you.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened a checking account with NBKC bank January 2024. I had my tax return deposited and planned to use the account for savings because it gains interest. I logged into my account may 20024 and the funds were gone. I promptly reported my card stolen, contacted the bank to dispute the transactions and drove to Dayton oh to file a police report because thats where the person whom uses my card lives. I submitted.name.and police report number to NBKC bank. After ten days NBKC bank denied my dispute and I am unable to pursue charges on the person whom used my funds since they denied the dispute. I informed NBKC bank of this days ago and I have not gotten a response. The charges that were made were not locations I had shopped before, and many were in another state.

  Business response

  05/28/2024

  Thank you for contacting us. We did open a dispute on the transactions to stated were unauthorized and upon completion of our investigation determined that the transactions were authorized. We sent letters to the address we had on file and that you provided to us when your account was opened. If you did not receive copies of the letters and would like to obtain a new copy, please contact us directly.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  NBKC bank insists I owe them money, despite never having had any banking ties with them. Despite reassurances from their Customer Service representatives, I keep receiving letters stating the debt. My attempts to resolve this through email with their 'research department' have been futile, as it seems to be outsourced. Strangely, I was directed to the South Carolina Federal Credit Union to resolve the matter, not NBKC. Additionally, the 'research department' has provided varying amounts owed and conflicting dates, adding to the confusion.

  Business response

  05/10/2024

  We apologize for the confusion. Thank you for speaking with a member of our team this week. We have been in touch with our servicer, and they will follow up upon resolution as soon as possible.

  Customer response

  05/19/2024

   
  Complaint: ********
  
  I am rejecting this response because: A team member from nbkc bank initially reached out to me and has not provided additional details when I have inquired into the situation. 
  
  Sincerely,
  
  ***** ******

  Business response

  05/30/2024

  Please see attached which addresses the repayment of funds. Thank you.

• Initial Complaint

  04/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Worst bank ever, they closed my account because I chose to help my employees out if they were ever behind on bills etc… I received a phone call from a rude employee of NBKC bank 04/25/2024 asking crazy questions regarding who I’m apple paying money too etc which is none of their damn business in the first place. I was truthful and told him I help my employees out from time to time if they’re behind on bills etc.. He then proceeded to say I can’t use my personal account for business matters which clearly he couldn’t hear nor comprehend what I was telling him. Next thing you know I get an email the next day stating my account is being closed. I DO NOT RECOMMEND THIS BANK TO ANYONE especially if you’re a person of color. They are very prejudice and it shows. They definitely need to be looked into for Malpractice.

  Business response

  04/29/2024

  We apologize for your experience. The account was overdrawn more than five times in the first month. After a review of your account, we elected to close at our discretion under the terms of your Deposit Account Agreement.

  Customer response

  04/29/2024

   
  Complaint: ********
  
  I am rejecting this response because:    My account was overdrawn no more than twice and when he asked about it, I got it up to date that day.  Post documentation that my account was overdrawn more than five times in the first month. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My new account was suddenly put on "hold" due to an ACH Return. However, the ACH deposits that occurred came from NBKC and was originated so I could link an external account. These were test deposits sent from NBKC to my ******** account for 0.47 and 0.2 on 3/25/2024. I was given no notice of any kind. Not an email, text or phone call. Half my paycheck is scheduled to go into this account, which while not closed, I cannot access my money. This is outrageous behavior, not only for the complete lack of communication, but also due to the fact that the Supervisor I spoke with (**** who did his best to help) stated on a phone call I had on 3/27/2024 that he could not even see that these test deposits had been sent. This bank is effectively stealing half my check for an indeterminate amount of time while they review something that they did. I've attached proof of these test deposits, which I also sent via email to the bank on 3/27/2024.

  Business response

  04/03/2024

  Thank you for voicing your concern and we were glad that we could connect with you about this issue, if you have any questions in the future please reach out to us at *************

  Customer response

  04/03/2024

   
  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. They reached out to me personally and were very apologetic regarding the issue. They corrected the issue, assured me it would not take place again, and I regained access to my account within minutes of the call. I have decided to continue to use NBKC, based off their professional and empathetic response.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  NBKC continues to advertise that Business Checking includes the ability to make cash deposits. After I opened a business checking account with NBKC, i soon learned that at least in San Antonio Texas - I do not have the ability to make cash deposits. Its not like I'm in a small town. I escalated the issue to NBKC, who initially tried to indicate this was an issue with their ATM provider ********** However, the ********* ATM I accessed (both of them) had the capability to receive cash deposits. Its only when I use my NBKC Business Debit card that I do not get the option to make a cash deposit. I am trying to manage my business and its jumping through hoops to get money into my account!! Firstly, I just want it fixed. Prioritize this work to make sure that you can keep your promise to your customers. Make the coding and digital changes necessary to enable customers to make cash deposits!! Secondly, stop with the false advertising until you get this fixed.

  Business response

  03/13/2024

  We truly apologize for this inconvenience.  Thank you for letting us know about this situation of not being able to make cash deposits when using your nbkc business debit card at San Antonio ATMs.  I’m glad you were able to talk with ****** ***** our Customer Experience Team Manager, earlier this week and arrive at a temporary solution.  As discussed, we are exploring a new ATM network partner that would provide our customers with additional ATM options as a longer-term solution. 
  
  In the meantime, you may continue to deposit your cash at a different financial institution (USAA) and transfer the funds to your nbkc bank account.  An alternative solution is you purchasing money orders or cashier checks as a way to deposit your cash.  We will plan to reimburse you for the cost of those money orders or cashier checks after we receive those receipts.  Again, we recognize that neither of these options are long-term solutions, but appreciate you bringing this situation to light with us and working with us on this temporary solutions.  Please let us know if we can be of further help.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened a business account with this bank last year around September 2023, I received the debit cards and used them towards my business needs . Made a few deposits. in November I had to file a claim for funds being unauthorized, upon doing so I speak to this rep who is now telling me I didn’t submit my documents. SO she asked me to email them . She gives me the wrong email several times upon making her aware of this, she ignores me and never responds again. No where in our conversation does she tell me the status of my account has changed to closed no where is there an email postal letter or voicemail stating my business account is closed for failure to submit documents until today when I filed a complaint with the bank direct. I have payments that I can not cash because of this issue, I tried to reach back out and was told today the account is closed but they still replied to me as a customer. At this point this is causing me liability and hardships not being able to pay my bills I would like for this matter to be resolved , I am a legit business and I provided that info to them in the opening of this account all errors and issues are on their end and some Justice needs to be handed out.

  Business response

  02/23/2024

  ******, we apologize for any inconvenience you may have experienced. Our team attempted to reach out regarding this situation but were unable to make contact. At that point, the decision was made to move forward with closure. 

  Customer response

  02/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The documented proof has not been submitted as requested. One fact is they used the wrong phone number there is no postal notice email of any sort. This matter will be escalated to the proper enforcement agency.
  
  Sincerely,

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

  Business response

  02/28/2024

  We are sorry to hear that you had a negative experience with our services. We wanted to let you know that we attempted to contact you via email and phone to discuss the additional information needed for your business account multiple times. Ultimately, we never received a response from you, which led us to close your account. Our Online Branch Manager recently reached out to you and left you a detailed voicemail. We understand that you may have concerns about the closure of your account and would be happy to discuss with you. Regarding your dispute, our records indicate that the dispute was made in your favor, and you were provided credit for the unauthorized transactions and a cashier’s check was mailed to you with the remaining balance in your account at the time of closure.

  Customer response

  02/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: they have not proof of contacting me now I will go to the regulators over them to get a satisfactory solution. from the comptroller. The representative at their bank is dishonest. 
  
  Sincerely,
  
  ****** *******

*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. ↩