Complaints

• Initial Complaint

  03/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  RE: NBKC Checking Account Routing# ********* Account# *******  02/14/2022 NBKC checking account opened. 03/02/2022 Deposited check using NBKC mobile app for $942.64 (receipt # *********) Amount: $942.64 Receipt: *********  03/09/2022 Aforementioned check cleared 03/09/2022 Transferred $912.64 to ********** account 03/09/2022 Transferred $10.00 to ******** account 03/09/2022 Transferred $10.00 to chime checking account 03/09/2022 Deposited check using NBKC mobile app for $952.01 (receipt # *********) 03/11/2022 Account locked. 2 transactions were rejected: $912.64 transfer to ********** account $10 to ******** account However, $10 was successfully transferred to chime checking account Please note that NBKC online banking has NO minimum balance requirement. The balance was never under $10.00. 03/11/2022 Phoned NBKC and spoke to customer service rep **** or ***** and was informed me that my account was being investigated and was going to be terminated. I was told to call on (03/17/2022) the following week after my last deposited check would clear. After/if my account was terminated, I was told I would receive a cashier’s check in the mail with my remaining balance. 03/17/2022 Phoned NBKC and spoke to customer service rep ******* and she said my account was not closed and she could only tell me it could take up to 60 days for investigation to end. 03/24/2022 Phoned NBKC and spoke to customer service rep ***** and was told nothing could be done and it would likely take 60 days for investigation to finish. He told me that my balance is $1887.15. I asked for a statement and tracking number for cashier’s check which will eventually be mailed to me. I have rent and bills to pay and I live paycheck to paycheck. Please help. Thanks in advance.

  Business response

  04/07/2022

  Dear ***** *****,
  
  nbkc bank received the complaint submitted to the BBB on March 26, 2022. We appreciate the opportunity to respond to your concerns.  Specifically, you stated the bank locked your account and held your funds.
  
  Your account with nbkc bank was opened on February 14th, 2022. On March 2nd, 2022 the bank received the first deposit into the account; this deposit was a check for $942.61 made via mobile deposit. The second mobile deposit was made on March 9th, 2022 for $952.01, on March 10th, 2022 business day.  
  
  After the second mobile check was deposited, a secondary review of the account was completed by one of our internal teams.  Based on information obtained through our due diligence review, and the possibility for imminent fraudulent losses to the bank, a hold was placed on the account until the bank could verify the validity of the account and the checks deposited.
  
  The Deposit Account Agreement, provided to and accepted by you when your account was opened, states that the bank may place restrictions on your account to protect you or the bank. Please refer to section “Illegal Transactions and Account Restrictions” in the Agreement. In addition, the Funds Availability Policy states that mobile check deposits are subject to longer hold times and delays.  
  
  On March 11th, 2022 Mr. ***** contacted the bank. The bank’s customer service representative informed Mr. ***** that the account was under review and that a hold was currently in place, subject to the bank receiving verification from the payee of the legitimacy of the two checks that were deposited, this included confirming the checks had cleared and been paid by the paying bank. The bank attempted to contact the paying bank, however that bank stated they do not provide check verifications. We were able to confirm the validity of the check on March 28th, 2022 by getting into contact with the payee of the check, ***** ** ******* Restaurants.  The same day we received confirmation of the checks, we contacted Mr. ***** to explain the situation and obtained a valid address to mail a cashier’s check for the full amount of the balance in the account; we were unable to get into contact with Mr. ***** and left a voicemail. We attempted to contact Mr. ***** again on March 29th, 2022 and left another voicemail. Mr. ***** called us back on the March 29th, 2022 and we were able to send a wire transfer for the full remaining balance to an account Mr. ***** owns at ***** Bank. The account was closed at this time.  A closing statement was mailed out at the end of March to Mr. ***** at the address on file.
  
  At this time, we consider this matter closed.  Should you need further assistance, please contact us directly.
  
  Sincerely,
  
  nbkc bank

  Customer response

  04/11/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  ***** *****

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  NBKC has refused to close my account after multiple requests. I initially sent them a request to close via email in written format to close my business account. They refused to close the account and advised that I would need to call them. On 3-11-22 I called them to close the account for a 3rd time and I was told that they cannot close the account until after all pending transactions have posted. Since I have no control over how long this may take, there is nothing I can do to close my account. Therefore, I am stuck not being able to close this account. I have made several formal requests and the bank has refused to close the account as requested. They have held the account and funds hostage at this point.

  Business response

  03/18/2022

  Dear ***** ******, 
  
  nbkc bank received the original complaint submitted to the Better Business Bureau. We appreciate the opportunity to respond to your concerns surrounding the closure of your account.
  
  Our bank did receive two e-mails on March 7, 2022 from your e-mail address on file.  The first e-mail explained that you needed to complete the account closure and any remaining funds to your new *** **** *******. We responded that same day with options to close your account via wire, cashiers check, or ACH (via bill payment). We received a response to our options that same day with the decision that you would be closing once the payment pays out via bill payment. 
  
  Our next communication we received was on March 11, 2022 at 11:08 am CT by phone to close the account. The account had a debit card preauthorization pending from a purchase made that same day. With the outstanding preauthorization pending, we discussed that it would need to post prior to the account closure process. Debit card preauthorization’s are not final postings, and those amounts can change when they official debit the account based on the finalized transaction with the merchant.  Our banker discussed that we would be able to close the account after the transaction posted. That information was not the desired outcome for you and the call ended with the thought of filing a complaint with the BBB. 
  
  
  After that conversation our banker discussed the call to our CX Supervisor, they reviewed the conversation with the banker. Based on that conversation, we called back at 11:16am CT to fully explain the account would be able to be closed Monday after the transaction posted.  We also discussed that you would not need to call back to close the account and receive the remaining 44 cents in the account. You acknowledge that you were all set and did not have any additional questions at that time before the call ended. Shortly after that call, we received an e-mail from you in our inbox that a BBB complaint had been filed.  We responded to that e-mail to verify that there was not any outstanding items or confusion after the last call.  We did not receive any response to this e-mail. 
  
  On the next business day March 14, 2022 the account was closed after the pending transactions posted.  We sent a cashiers check to the address on file for the remaining balance.  We followed up with an e-mail that the account was closed, and a check had been sent. 
  
  At this time, we consider this matter closed. Should you need further assistance with your account, please contact us directly. 
  
  Sincerely,  
  nbkc bank

  Customer response

  03/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** ******

• Initial Complaint

  03/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ************ through NBKC bank has suddenly closed my account and will not give me immediate access to my funds or send them back. Wants to issue a paper check but too many reports have been made that people haven't gotten these checks. I want my money back in my original account now. I am on the verge of starving and being hospitalized because of this

  Business response

  03/15/2022

  March 15, 2022
  ******** **** **** * *** *** ****** *** *****
  
  Dear ******** ****
  
  nbkc bank received the Better Business Bureau complaint you submitted on 3/4/2022 and we appreciate the opportunity to respond to your complaint.  Specifically, the complaint centered on your account being locked due to potential fraud.
  
  We have researched the complaint and determined the following:
  
  You opened an account with nbkc bank through our Fintech partner, *****, on 08/31/21. On 3/1/22, your account was flagged for suspicious activity. To protect you from unauthorized charges, the ***** team contacted you to verify and validate the transactions on the account on March 1, 2022.
  
  On March 4, 2022, ***** decided to close your account. The remaining funds in the account of $320.82  were sent to the address on file on March 10, 2022. ***** communicated the account closure to you on 3/4/22.
  
  Under the Deposit Account Agreement that was provided to you and that you acknowledged during account opening, you, nbkc bank, or ***** has the right to close and terminate the relationship at any time. ***** exercised this right under the agreement, which resulted in your account closure.
  
  In conclusion, your account remains closed, and all funds have been returned to you; these funds were returned after they were verified and all other transactions were processed. If you have additional questions regarding this complaint, please get in touch with ***** directly.  
  
  Sincerely,
  
  The ***** Team

*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. ↩