Complaints

• Initial Complaint

  01/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The 2024 escrow analysis for my loan 1501256133 was incorrectly calculated resulting in an increase in mortgage payment of roughly $500. This is quite frankly unacceptable and should have been flagged immediately for inconsistencies with the current tax year. I spoke with a representative on on 12/11/23 explaining the discrepancy and was asked to email copies of my 2023 bills to custserv@yourmortgageonline.com to have a corrected analysis performed. Attached is the information provided. The primary issue is the city tax estimate of $4,291.68, which appears to simply be a near duplicate of the school tax estimate. City taxes for the last three years equaled $823.15/year. The combined property tax estimate should be $4,737.66 (school and fire prevention) + $823.15 (city tax) equaling $5,560.81. Combined with the homeowners insurance premium of $2,205, the total 2024 escrow disbursement should equal $7,765.81. That results in a monthly escrow payment of $647.15. Currently, you have me paying $936.20 + $193.03 overage equaling $1,145.32. That's an additional $498.16 a month. I waited a couple of weeks with no response, so spoke to another representative who tracked down the email (it was apparently sitting unacknowledged) and opened a work order. On 12/29/23, I received notification of a new escrow analysis, which is essentially a repeat of what was performed in October. Nothing was corrected and my issue persists. If my next payment goes out as scheduled on 1/1/24, I will have contributed approximately $1000 more to my escrow account than necessary over two months. This is a significant sum of money. I spoke to another representative on 12/29/23 who mentioned another work order will be opened, but I do not trust that this will be resolved. Please address this error ASAP.

  Business response

  01/10/2024

  January 10, 2024
  
  Re: Loan Number:              **********
  BBB Case Number:             ********
  
  Dear ****** *********** *** ******* ************
  
  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB), which we received on January 4, 2024. Your correspondence states that the 2024 escrow analysis for the loan was incorrectly calculated, which increased your monthly payment by approximately $500.00 per month. A conversation with a representative on December 11, 2023, resulted in a request to send in copies of the 2023 tax bill, which we can confirm was received.  The recent escrow analysis dated October 18, 2023, did not correct the tax amounts and the underlying issue remains. You requested that a new escrow analysis be completed to reflect the true projected disbursement for city taxes and the monthly payment decreased accordingly. A refund of $482.08 for the escrow portion of the December 2023 payment was also requested, as well as any potential overage included in the January 2024 payment. We have reviewed your concerns, and our response is indicated below.
  
  Our records indicate your loan originated on September 19, 2022, and boarded onto our servicing system on September 22, 2022, with your first monthly payment of $2,649.14 due on November 1, 2022. At the time of boarding, your loan reflected anticipated disbursements for school taxes in the amount of $4,205.86 and for city taxes in the amount of $823.15. On October 5, 2022, we updated the property tax information on file, and inadvertently updated your school taxes to reflect an anticipated disbursement amount of $840.00 and your city taxes to reflect an anticipated disbursement amount of $4,291.68. When the city taxes were disbursed in April 2023, the information on file was not updated to reflect the disbursement amount of $823.15.
  
  As such, when your required annual escrow analysis was completed on October 18, 2023, the analysis determined a shortage of $2,316.30, and a new payment amount of $3,203.73 effective with your payment due on December 1, 2023. These calculations were based on the disbursement amounts of $4,291.68 for city taxes, $4,737.66 for school taxes, and $2,205.00 for homeowner’s insurance.
  
  You spoke with our Customer Service Department on December 11, 2023, regarding the escrow analysis and shortage. The assisting representative advised you to provide updated tax bills for review so that the information on the file could be updated and a new analysis completed. We received your tax bills on December 12, 2023. The tax bills were not reviewed until your follow up call on December 20, 2023. A ticket was opened that day to review the tax bills and update your property tax information accordingly. This is not typical of our business practices. Please accept our sincere apologies for the delay in processing your request.
  
  The property tax information on file was updated on January 2, 2024, to reflect anticipated disbursements for city taxes in the amount of $823.15, next scheduled for April 2024. A new escrow analysis was completed on January 3, 2024, which determined a shortage of $195.92, and a new monthly payment of $2,737.98, effective with your payment due on February 1, 2024. A copy of this escrow analysis statement is enclosed for your reference.
  
  Please note that we are unable to refund any portion of the December 2023 or January 2024 payments as an overpayment, as the recent escrow analysis determined that a shortage still exists. We show that prior to the October 2023 escrow analysis, we were collecting $357.64 per month for school taxes, $70.00 for city taxes, and $147.00 for homeowner’s insurance, for a total monthly collection for escrowed items of $574.64. After the analysis completed on January 2, 2024, we are collecting $394.80 per month for school taxes, $68.60 for city taxes, and $183.75 for homeowner’s insurance, for a total monthly collection for escrowed items of $647.15.
  
  We believe that this response fully addresses the concerns outlined in your BBB correspondence. You have a right to request any documentation we relied upon in developing our response to your concerns in addition to any documentation already enclosed with this response. If you have any questions concerning this response or require additional assistance, please contact our Customer Service Department at 1-855-230-0480, Monday through Friday, from 8:00 a.m. to 7:00 p.m. Central Standard Time (CST).
  
  Sincerely,
  ******* **
  
  Escalations Resolution Specialist
  Research Department

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened a checking account with NBKC in early October and have slowly been transferring money into it, with a total of ~$2400. Yesterday, 11/16/23, I attempted to use the mobile phone deposit feature for the first time to deposit insurance reimbursement checks $1401.35. They immediately froze my account but did not inform me of this. I only found out this morning when I attempted to log in and was locked out of my account. When I called, they refused to tell me why my account had been frozen or how long it would take to unfreeze it (it will take at least until Monday). They also refused to tell me whether I could deposit my check at **** ** ******* or whether they were still processing it. Every Monday, my NBKC account automatically takes $500 from my **** ** ******* account, and I won't be able to stop that without access to my account settings. NBKC has effectively stolen $3800 from me, will take $500 more every week this isn't resolved, and I have no idea why, when, or if they will give it back.

  Business response

  11/20/2023

  
  Thank you for using your nbkc bank account.  We apologize for the difficulty of using mobile deposit for the first time last week.  Our team unlocked your account earlier today on Monday, November 20 so you are able to use mobile deposit again.  Also, you should have no problem with your **** ** ******* transfer that you mention either.  Again, we are sorry for the inconvenience.  Please let us know if we can be of further help.
  

  Customer response

  11/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: NBKC's actions since you submitted this response have already proven it false. On 11/22/23, NBKC put an estimated 9 day hold on $1125.35, almost a third of the money in the account, and the exact same transaction you said would not cause any more issues in your response, again without explanation. I have already answered NBKC's questions about the nature of these insurance claim checks. I was also never provided with any explanation for my account was frozen for 3 days in the first place, in spite of asking for it both before and after it was unfrozen. 
  
  Sincerely,
  
  ***** *******

  Business response

  12/08/2023

   

  Copy of communication provided back to *** ******* via FDIC last month.

  November 27th, 2023
  
  Re: FDIC Complaint # ********
  
  Dear ***** *******,
  
  nbkc bank received the complaint submitted to the Federal Deposit Insurance Corporation (FDIC) on November 27th, 2023.  We appreciate the opportunity to respond to your concerns.  Specifically, you mentioned your Checking Account was locked due to additional information requested from transactions made to your account.
  
  Our records indicate you opened your checking account on October 5th, 2023 through the bank’s website. ACH transactions were initiated through the nbkc bank online banking system on the following days:
  $500 on 10/18/2023
  $500 on 10/25/2023
  $500 on 11/1/2023
  $500 on 11/8/2023
  $500 on 11/15/2023
  
  On 11/16/2023 you also attempted to deposit four checks through the mobile check deposit system ($414.00, $276.00, $276.00, and $435.35 all payable from Health Care Service Corporation). These were rejected because the check for $414.00 stated “non-negotiable” on the front, and all of the checks were from the same company, which was deemed unusual and the account was reviewed by the bank. At that time, our customer service team emailed you for more information about the checks. On 11/17/2023 you called our customer service team but were unable to verify your security information and we advised that you please respond via the secure email that was sent to you. In cases where identity cannot be verified over the telephone, we are unable to disclose additional information due to consumer privacy requirements. On 11/17/2023 you responded to our email request and provided a copy of your ID and Selfie to verify your identity. On the same day, we elected to unlock your online banking and you had full access to your account.
  
  On 11/20/2023 and 11/22/2023 you deposited the same checks and we accepted them for deposit at that time. However on 11/24/2023, two of the checks were returned by the payee as “refer to maker”. At that time, we locked the account again as this is a red flag for possible fraudulent activity, as these were the first checks deposited into the account. On the same day, we contacted you by telephone and discussed the check returns. You indicated you did not know why the checks would have been returned and we informed you that there are various reasons the company elected not to pay the items, so we recommended you contact the company, Health Care Service Corporation, and inquire as to why they rejected paying the item, as this is not in the control of nbkc bank. Later that day you contacted us and informed us that you talked with ****** **** ******* *********** and they had placed a stop payment on both checks, thus the reason they were returned unpaid. You stated that the situation had been rectified with the company. At this time, we elected to unlock the account and (as of that day) you had full access to the account.
  
  You stated that we did not inform you how to prevent automatic transfers from your **** ** ******* account. After reviewing your account, we have concluded that these were not automatic transfers you set up, but rather one-time ACH transfers you initiated each time within the nbkc bank online banking system.
  
  You stated that nbkc bank has “taken $3,800 from me, will not let me verify if they still have it”. We have reviewed your account and the current balance is $3,279.46.
  
  We apologize for any inconvenience the verification process caused, but hope you understand that these measures are being taken to prevent fraud or identity theft and protect our customers. Should you need further assistance with your account, please contact us directly.
  
  Sincerely,
  
  
  Compliance Department
  nbkc bank

  
  

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a Dispute over a fraudulent charge that the bank agreed I was owed at end of first week in august 2023 and was told I’d have my money $87 back within 5 days. I called back yesterday and was apologized to and was told I will be sent to another department and only delt with by email. I am on a fixed income and disabled and can not afford to loose that kind of money. I thought I could trust my own bank with my disability check. I have been waiting for this refund since June 30 first taken by *************** who claims my bank never gave.

  Business response

  08/23/2023

  Dear Misty,
  
  nbkc bank received the Better Business Bureau (BBB) complaint submitted on August 14, 2023.  We appreciate the opportunity to respond to your complaint.  Specifically, the complaint centered on a dispute claim you filed in which you had not received a provisional credit.
  
  We have researched the complaint and determined the following: On July 25, 2023, you contacted Empower via phone to file a dispute claim on a charge totaling $87.80. In the phone call you were advised that an investigation would take place and if applicable, a provisional credit would be provided within 5 business days. A provisional credit was not guaranteed, it was conditional upon the investigation and the type of dispute filed.
  
  Since the dispute was a merchant dispute, we were unable to provide you a temporary credit for the disputed amount. An update was provided to you which outlined that the investigation would continue and would be processed directly with the merchant. The letter stated that a resolution will be provided to you within 90 days. Keep in mind that those 90 days have not yet elapsed, but we will update you with any information relevant to the dispute claim.
  
  Sincerely,
  
  nbkc bank

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ex-husband and I have been working on getting an assumption for our mortgage loan ***** * **********) completed since February 2023. In the initial conversation, we were told it was a 60-75 day process beginning to end. After that time frame passed, it changed to 2-3 months. We are now at then end of June and have yet to get the assumption processes completed and I have now been told there is no time frame for when this will be done. We have submitted every document requested within a day or two of the request and have called multiple time for status updates. When you call their customer service, you're always told that a specialist will contact you within 24 hours. That is definitely not true and you typically have to call multiple times to finally get a call back to get the tiniest bit of information on the status of the loan assumption. Had I known this bank operated like this, with no care at all on the impact their delays cause their clients, I would have never started the assumption process and simply would have refinanced with a completely different institution.

  Business response

  07/05/2023

  **** ** **** ******* **** ** ********* *** ** ******** ** ***** *** **** ******* ********** *** **** ******* ******** **** ******* *****
  
  Thank you for the opportunity to respond to your concerns submitted by the Better Business Bureau (BBB) on June 22, 2023. The correspondence stated you have been working on obtaining an assumption for the above-referenced property since February 2023. Initially, you were told the processing time would be 60-75 days. As of the date of your correspondence, the assumption is not complete, and you are unable to obtain a timeframe for completion. Furthermore, you metioned that each time you contact Customer Service, you are told you will receive a callback within 24 hours, and never receive a call within that timeframe. We have reviewed your concerns, and our response is indicated below.
  
  nbkc bank received your assumption request on February 17, 2023. On February 27, 2023, a letter was mailed to you requesting various documents needed to proceed with your assumption.  On March 23, 2023, the Assumptions team mailed you the loan application requesting signatures. The signed loan application was received by our office on April 2, 2023.
  
  On April 7, 2023, nbkc bank mailed the Loan Estimate Disclosures requesting your signature. The forms were returned to our office on April 12, 2023. A separate letter was sent to you on April 17th, 2023, requesting additional documentation to proceed with the assumption process. This letter also requested a check for the assumption processing fee of $616.22. The check was received by our office on April 19, 2023, and forwarded to our Cash Department for processing on April 21, 2023. A credit check was performed shortly after this time and sent to our Underwriting Team for approval. The approval was received on April 26, 2023.
  
  Closing documents were prepared between May 1, 2023, and May 4, 2023. The paperwork was emailed to you on May 4, 2023, and original documents were mailed for execution on May 8, 2023, via UPS tracking ******************. The completed and executed documents were received by our office on May 18, 2023, via the United States Postal Service (USPS).
  
  On June 23, 2023, the final documents were sent to our corporate office for signatures. As of the date of this letter, your assumption paperwork is now complete and will be mailed for recording. Once the recorded documents are received, the loan will be updated in the name of the assumer and a copy will be mailed to you for your records.
  
  Please accept our apologies for the many phone calls and frustration you experienced while trying to complete your assumption. Additionally, we regret you did not receive timely callbacks as requested. nbkc bank will make every effort to regain your trust and provide you with the outstanding service you expect and deserve as our valued customer. 
  
  We believe that this response fully addresses the concerns outlined in your BBB correspondence. If you have any questions concerning this response, please contact our Customer Service Department at *************** ****** ******* ******* **** **** ** **** **** ******* ******** **** ****** ********** ******** ** ********** ********** ********** ******** **********

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yes so on may 29th i was packing some boxes because i am moving in a few days and upon going thru some of my belongings i came across a cashier's check from a previous institution for a 1.67 i had not cashed so i looked at the check and found no sign of a expiration date or a void by date so i thought it would be fine to mobile despite it on my account well on may 30th i get a call from a rep of your institution asking if i had tried to mobile deposit the check and i said yes because there was no void by date or any type of identifying markings that stated it had to be deposited by a certain date, and i was told that my account since it was a month or two old would be closed because of the mobile deposit and i was told because it has to be deposited by 6months or less what i am trying to understand is how is ur average person supposed to know that a cashier's check is only good for six months if there was never a void by date... i understand there is a deposit agreement but to close my account over ONE DOLLAR AND SIXTY SEVEN cent check is ridiculous because all it shows is you as a corporation/financial institution do no care about your customers because no one tried to rectify the situation and say could u contact the check issuer and get a new one sent which all i had to do was call incredible bank and have it sent. but on over 1.67 cents my account was closed and which just is sad on Ur companies part because if it was not for accounts you would have no institution this decision is sad in general i could understand if i had tried to forge a check or something like that or tried to cash a check i had cashed before but no because it was in your words stale dated which i did not know beforehand my account was closed sad is what it is.....

  Business response

  06/15/2023

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

  Dear ******* ********
  
  nbkc bank received your original complaint from the BBB. We appreciate the opportunity to respond to your concerns surrounding your new checking account with nbkc.

  
  On 05/03/23 you opened a new checking account with nbkc Bank online. On 05/29/23 you initiated a mobile deposit with one check totaling $1.67. The issue date of the check was 06/10/21. Per our Deposit Agreement all mobile deposit items are subject to approval, because of the stale date on the item it was not approved for deposit. On 05/30/2023 you spoke with a member of our fraud team who explained the stale date on the check and advised that nbkc would be closing the account.

  
  On 05/30/2023 a Cashier’s Check for $1.83 was mailed to you for account closure to the address on file.  
  If you need further assistance, please contact us directly, during operating hours Monday – Friday, 8:00am – 7:00pm CST, at 866-931-0850 or via email at *************************
  
  Sincerely,
  
  nbkc bank

• Initial Complaint

  05/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mortgage Loan Number-********** nbkc Mortgage Tax Department erroneously increased my mortgage payment by adding city/ municipal tax twice to the escrow. nbkc refuses to correct their mistake or honor my request for a supervisor to contact me. nbkc's Tax department doesn't understand that the city/ municipal tax is paid by the county where I reside and is clearly shown on the estimate I provided to them. nbkc believes that a separate entity exists for my city tax payments. This isn't true and should be verified and corrected immediately.

  Business response

  05/19/2023

  We are in receipt of your correspondence addressed to the Better Business Bureau (BBB) dated May 12, 2023. The correspondence states nbkc bank increased your mortgage payment by adding city/municipal tax twice to your Escrow account. You mentioned the city/municipal tax is paid by the County where you reside. The complaint also states you would like a supervisor to contact you regarding this matter. We have reviewed your correspondence and our response is below.
   Our records indicate you contacted our office on April 18, 2023, via phone call inquiring about your taxes and payment process. The representative advised that our office needed a divided bill to process payment. During this call, you were advised to forward any tax bills that are received this year to our Tax Department.
  On April 20, 2023, our office received a Tax Exemption from the Tax Assessor’s office showing exemption approval and an estimated tax amount of $4,235.01. That same day, an update on our system was submitted to reflect the estimated amount of $4,235.01. An Escrow Analysis to re-calculate your monthly payment was requested on April 24, 2023.
  Records indicate you contacted our Tax department on April 26, 2023. During this call, you advised that the estimated tax amount of $4,235.01 included both city and county taxes, and that there should not be a separate tax line for city taxes in the amount of $906.48. The representative stated a tax bill is required to make the requested changes to Escrow.
  On May 4, 2023, our office confirmed with the County Assessor’s Office that the city of ********* does collect taxes. For this reason, we are unable to remove collection of city taxes and will proceed with the scheduled disbursement of funds to ********* City in November 2023
  Once you receive your tax bill, please send this document to one of the following:
  We believe this response fully addresses the concerns outlined in your BBB correspondence. If you have any questions concerning this response or require additional assistance, please contact our Customer Service Department at **************, Monday through Friday, from 8:00 a.m. to 7:00 p.m. CST. 

  Customer response

  05/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because:I hope you’re well and thank you for your reply.  I was incorrect and you are correct about the City of ********* GA collecting their own taxes. My apologies, I had no idea. However, I just spoke with the employee at the Camden County GA Tax Commissioner’s Office who graciously provided me with the estimate that I sent to nbkc and he informed me that he included the estimated "*********" taxes, as indicated on the estimate as a courtesy. He also stated the “*********” line item on the estimate should be deducted from the $4,235.01 estimate provided. For personal real estate there is only a county, school, and a city tax where I reside. The $852.53 estimate for "*********" is calculated from the “City", $906.48 figure on the Closing Disclosure. There aren't two city taxes in this county so therefore nbkc is depositing two slightly different amounts for the same tax into the escrow account. Nbkc tax analyzed the estimate with the “*********” or “Tax 2” already included. However because of the CD you added the city tax again using “Tax 2”. I hope this adds some clarity. I tried to explain this fact. My error was that, until this morning, I didn’t know the City of ********* billed separately. Also, the nbkc tax department has no issues conducting an analysis on the estimate provided but refuses to (based on the above facts);  
  verify my concern, re-analyze, or return my payment to the original amount until official bills are issued from appropriate jurisdictions. I understand a mortgage company's need to protect their security interest in a property. While this probably remains within guidelines set forth by Freddie Mac, this business practice seems illogical and unprofessional. I have never understood the process of being double-billed for anything

  **** *******

  Business response

  05/25/2023

  We are in receipt of your correspondence addressed to the Better Business Bureau (BBB) dated May 12, 2023, and May 22, 2023 where you mention that our Tax Department erroneously increased your mortgage payment by adding city/municipal twice on the escrow account. You stated that you were advised you’d receive a call back regarding this matter, however, a call has yet to be received.  We have reviewed your correspondence, and below is our response.
  Our records indicate that your loan closed on February 10, 2023. Per your closing documents dated the same day, your escrow account contained property and city taxes. With the monthly collection amount being $315.66 and $75.54 per month, respectively.
  On April 6, 2023, a letter was sent to the mailing address on file confirming that your property is currently undivided and listed by the taxing authority as To Be Apportioned (“TBA”). This letter advised to enable our payment of taxes, you would need to contact your local tax collector about this matter and send us a corrected tax bill to one of the following:
  
  On April 19, 2023, you called and spoke to a Customer Service Representative, and stated that a new tax bill would be available in Fall 2023. The representative recommended sending copies of any estimated tax bills you have received and including a signed written request to have these bills paid. During this call, you were also advised that until a new tax bill was received, the collection amount of your taxes would remain the amount determined at closing.
  On April 20, 2023, our office received a tax exemption document that showed exemption approval status with an estimated tax amount provided. Due to receipt of this document, on April 22, 2023, your account was updated to reflect this estimated amount, and an escrow analysis was requested.
  On April 24, 2023, the analysis was completed on your account, and a shortage of $298.05 was determined. This shortage was determined as your actual escrow balance at the time was $2,685.60, and the required balance to satisfy the following year’s anticipated disbursements was $2,986.65. This difference between these two figures determines your shortage amount. Effective with your June 2023 payment, your new payment amount was determined to be $2,634.71.
  A breakdown of your new payment is as follows:
  The amounts used to estimate your taxes and insurance for the coming year are based on the bills we receive from your taxing authority and insurance carrier, if available, or from the previous year’s disbursements. As taxes and insurance premiums can fluctuate from year to year, the amount needed to collect for your escrow account may also change.  
  Furthermore, before disbursing any escrowed item, our Escrow Department will confirm the information with your insurance carrier or tax collector’s office. Our office confirmed that the information we had been provided was correct before the escrow analysis. Additionally, upon receipt of this matter, our office reached out to your tax collector’s office on May 22, 2023. It confirmed that both your city and your county taxes are reflected correctly in our servicing system and were disbursed separately. During this conversation, our office was advised by ********* City Collectors Office that ********* is your new parcel number effective with the 2023 tax year, as your parcel had been split. This information allowed us to update your account and remove the TBA designation.
  
  Please note that we are scheduled to disburse the anticipated amount of $4,325.01 to the Camden County Tax Commissioner in October 2023 to satisfy your county taxes. In November 2023, we are scheduled to disburse the anticipated amount of $906.48 to the ********* City Tax Collector to satisfy your city taxes. Should you receive an updated tax bill from either your city or county, you may provide the documentation to the following:
  We sincerely apologize that you did not receive a call back from a Customer Service Department Supervisor as requested. Our representatives are trained to be knowledgeable, courteous, kind, and attentive. We apologize that this was not your experience when you contacted us. We will make every effort to regain your trust and provide you with the outstanding service you expect and deserve. We apologize for not meeting your expectations.
  We believe that this response fully addresses the concerns outlined in your BBB
  correspondence. If you have any questions concerning this response or require additional
  assistance, please contact our Customer Service Department at **************, Monday through Friday, from 8:00 a.m. to 7:00 p.m. CST. 
  

  Customer response

  05/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because:  Obviously, nbkc is missing the point. The issue is double-billing of taxes and has yet to be verified or addressed. I will end my attempt to resolve this issue using this platform. There's no need for endless redundant back and forth conversation that doesn't deal with the original concern.

  Regards  ****** *****

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I mobile deposited my check into a bank and I read the terms and conditions and it said if my account was less than 30 days old and or anything like that that there would be a hold on the check of up to five business days well I deposited my check on the 29th of april they're telling me now that I'm not going to get it until the 9th of may I'm going to ask them to cancel the mobile deposit they told me they couldn't because the check had already been accepted but they couldn't put it in my account because it hadn't been accepted. I will be evicted from my home if they cannot deposit the check before then and on the mobile deposit page it says that my deposit has been approved I don't understand why my check isn't being deposited but I can't get a hold of anybody at this business their customer service hung up on me when I asked for a manager so I guess I thought I would just report them to the better Business bureau

  Business response

  05/11/2023

  nbkc bank received your complaint from the BBB and we appreciate the opportunity to respond to your concerns surrounding your new checking account and our deposit hold policy.On 3/23/23 you opened a new checking account with nbkc Bank online. On 4/29/23 you initiated a mobile deposit with one check totaling $527.69. Per our Deposit Agreement all mobile deposit items are subject to a hold. This item was subject to a five-business day hold, it was deposited on Saturday, April 29th, 2023, which qualified as Monday’s business day, May 1st, 2023. The hold was scheduled to be released on Monday May 8th, 2023.In working with our customer experience and digital teams we were able to verify the funds of the check with the issuing bank and released the hold early on Wednesday May 3rd. If you need further assistance, please contact us directly, during operating hours Monday – Friday, 8:00am – 7:00pm CST, at ************ or via email at ************************.  Sincerely,
  nbkc bank

• Initial Complaint

  04/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I applied for a business checking account with NBKC bank online for my LLC for Real Estate business. After providing all of the requested documents and my drivers license photo, I receive an email requesting information that simply makes no sense. Such as, the use of my home address as the physical address for my LLC in lieu of the recorded business address. The whole point of having an LLC is so that the members’ home address is not tied to the business. The other questions were related to how I would fund my acquisitions, which is not applicable to opening a business checking account. This is not the first LLC for Real Estate that I have established, and no other bank has ever asked these types of questions or tries to force a business owner to use their personal residence as a business address. These people saw that I was African American on my drivers license and gave me a hard time. My response was for them to not use my home address; and if that was not acceptable to them to close my application. I also notified them that my company was a startup and personal income, private investor funding, and bank funding would be used to acquire real estate. After my response, they sent an email to reject my application. The people reviewing these applications have no sense of business integrity, business knowledge, or common sense. IF YOU ARE A PERSON OF COLOR, DO NOT DO BUSINESS WITH THIS BANK.

  Business response

  05/02/2023

  nbkc bank received your original complaint from the BBB. We appreciate the opportunity to respond to your concerns. On 4/15/23 you applied for a business checking account with nbkc Bank. After reviewing the initial application our team reached out to clarify information regarding the business. Per regulatory requirements, we require a physical address to be on file for all business accounts. The address you provided on your application, *** * *** ** **** ***** ******* ** ********** is a ***** store and therefore is not a physical address for a business. We explained that this address can be used as your mailing address, but a physical address was required. You did not provide a physical address for the business, which was one factor that caused the application to be denied.  Additionally, during our application process, we indicated that we are unable to support pooled investment business models with multiple investors. While reviewing your application you stated the nature of the business as follows, “This company acquires, sells, and leases real estate properties. We market our services to property investors. The checking account will be used to manage funds used to acquire, sell, and manage real estate properties.” After clarification about the nature of your business, we determined nbkc bank was unable to approve the application.  The factors above were the reasons that your application was denied. If you need further assistance, please contact us directly, during operating hours Monday – Friday, 8:00am – 7:00pm CST, at ************ or via email at ************************.

  Sincerely, nbkc bank's Compliance Team

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Summarize: We had storm damage to our property. Our insurance company agreed and sent an initial check, which we sent to The Loss Draft Department. The Department endorsed the check and sent it back. We proceeded with repairs. Once repairs were started additional damage was discovered. Our insurance company agreed and cut a 2nd check. That check was sent to The Loss Draft Department along with additional documentation regarding the scope of work and estimates. The total amount was now over $40,000 so NBKC Loss Draft got involved and began monitoring progress on repairs. The 2nd check was endorsed and sent back to us after NBKC's inspector came out and said the repairs were 100% complete. The Insurance company cut a 3rd check for depreciation recapture and code requirements, which were unrelated to the repairs, but still needed to be covered. That check was sent to The Loss Draft Dept on March 2, 2023 along with an explanation that the monies were not for repairs, but were for code additional fees and depreciation recapture. The notes indicated this, but were NOT READ by the employees and the check was returned to us unendorsed. After spending days on the phone trying to reach a supervisor, and being told by customer service that I was "breaking up" I reached a supervisor and was told to send the check back in and they would endorse it. I sent the check in and 2 weeks later it was again sent back to me unendorsed. I am now waiting for the check to reach me so I can send it in a THIRD TIME. I NEED someone to read the notes and to endorse the check so I can finish paying the roofer. THE REPAIRS ARE COMPLETE, THE CHECK IS FOR ITEMS THAT HAVE NOTHING TO DO WITHH REPAIRS AND I NEED NBKC TO ENDORSE THE CHECK SO THE ROOFER CAN BE PAID.

  Business response

  04/19/2023

  Dear **** ********** and ******* ***********
  We are in receipt of correspondence from the Better Business Bureau (BBB) to our office dated April 10, 2023. The complaint stated your insurance company submitted a check to our office that we neglected to endorse. It also stated that we mailed the check to you twice, unendorsed. You requested for our office to mail the funds back to you and to properly endorse the check to allow for the completion of the repairs. We have reviewed these concerns and our response is indicated below.
  Our records show that we were notified of damage incurred on your property on May 23, 2022, and launched a review of this matter. On June 9, 2022, we received an insurance claim check in the amount of $17,685.87. We endorsed the check and mailed it back to you via regular mail on June 14, 2022. Our offices then later received a check in the amount of $22,612.78 on October 26, 2022. The following day, it was determined that the original adjuster’s report we initially received was outdated as the claim was now over $40,000.00. On October 28, 2022, a representative from our office called and left you a voicemail to explain that the check we received in the amount of $22,612.78 was being returned to you, because it was missing your endorsement. That same day, we reached out to your insurance carrier to request the updated adjuster’s report. During a phone call with you on October 31, 2022, we explained again that we sent the check back to you to be endorsed and that we were still needing the adjuster’s report from insurance and the contractor’s estimate.  You notified us during a phone conversation on January 17, 2023, that your insurance company agreed to do a full repair of the property’s roof. You advised that this was the reason we received a new claim check and that the roof would be finished later that week. We informed you during this call that we would need a letter from the insurance provider and the contractor’s estimate for us to be able to order the inspection. On January 19, 2023, we received the contractor’s estimate, dated that same day, in the amount of $42,345.02. Later that day, we placed an inspection order with ********* **********. On January 31, 2023, the inspection results came back stating the repairs were 100% completed.  During a phone call on February 6, 2023, we advised you that we received the insurance claim check back from you on January 25, 2023. Furthermore, we stated that the turnaround time would be seven to ten business days to endorse and mail the check. A loss draft check of $22,612.78 was endorsed and mailed to you on February 13, 2023. 
  On March 14, 2023, we received another insurance claim check in the amount of $17,278.92. This check was mailed back to you on March 20, 2023, due to a missing endorsement from you. Additionally, we had not obtained an updated insurance adjuster’s report to validate what the additional funds were needed for.
  We received the check of $17,278.92 back from you on March 31, 2023. On April 6, 2023, we mailed a letter to you enclosing the check and notifying you we were unable to process the funds until we receive an endorsement from you and an updated insurance adjuster’s report to validate what the additional funds were needed for. The assisting representative advised you of this information during a phone call on April 10, 2023.
  After further review, our records indicate you also provided a check stub on April 6, 2023, which could have been utilized to endorse the funds, however, this document was overlooked because of an internal oversight. We mailed you a prepaid *** label on April 11, 2023, to allow us to endorse this check and mail it back to you in an expedited manner. We advised you of this information during a phone call on April 12, 2023.
  If you have any further questions or concerns, please contact our Loss Draft Department directly at the mailing address or phone number below:
  We sincerely regret any inconvenience we may have caused and hope this correspondence satisfies your request.
  We believe that this response fully addresses the concerns outlined in this BBB correspondence. If you have any questions concerning this response or require additional assistance, please contact our Customer Service Department at **************, Monday through Friday, from 8:00 a.m. to 7:00 p.m. Central Standard Time (CST).

• Initial Complaint

  01/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The tellers , staff, managers at this bank were very rude and dismissive! Insinuated that I was a thief! Insinuated that I submitted a large fraudulent check that HADN’T bounced! Insinuated that I was involved in illegal activity but couldn’t tell me what was illegal about my activity! Made me jump through hoops to open an account after having a clear requested picture of my face next to my id . Only after receiving my picture next to my id ,my account was locked! They then proceeded to claim it was because they didn’t understand why I had two address. Might I add ,both addresses had been verified previously! Yet this bank decided to still lock me out of my account but couldnT explain why! Their rebuttal was “They have the right to close accounts at their discretion “. Which is truly code for we screwed up legally and you caught us! Now we are running for the hills! I wouldn’t recommend ANY ONE,(ESPECIALLY PEOPLE OF COLOUR ),TO PATRONIZE THIS PLACE; AS THEY ARE HIGHLY DISCRIMINATORY AGAINST PEOPLE OF COLOUR AS WELL AS SKETCHY PRACTICES AND OUT RITE FRADULENT/DISHONEST!

  Business response

  01/26/2023

  Dear ****** ******
  nbkc bank received your original complaint to the BBB and we appreciate the opportunity to respond to your concerns regarding your experience opening your account. 
  Looking further into this matter, our team followed all processes necessary to verify your identity and personal information. In your specific situation, we had further verifications as there were two addresses provided. While we did our due diligence in verifying the additional address, the hold was placed on the check as this is standard practice to protect you and the bank. While we understand this can be frustrating, we will not tolerate any customer calling and explicitly berating our employees. 
  We’ve honored your request of closing the account and the remaining funds will be disbursed. At this time we consider this matter closed and if you have further questions please reach out to us directly. 
  Thank you, 
  nbkc bank

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