Complaints

• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Tue 9/5/23 10 pm, Central Trust collected my car, by letter of demand for payment dated 9/21/23, by disrespectful tow driver. I had spoken to dept. by 430pm, in effort (3) to resolve disputed payment for 3196. I had made attempt to pay Bank amt certified $447.49 Thu 8/24/23, which was also refused. I had surgery Fri 8/25/23; I was not scheduled for work until 9/11/23, without minimum wage pay. Banks close early Sat, close Sun, and close holidays=9/4/23; 5 times shortening the possible time to find (additional) $447.49 Central Bank said I owed for July, 2023; not $224.42/mo. Aug 7, 2023, I called about the payment (already paid) from my 25+ yr checking account; now closed and deleted from Banking system. The Statements on each (5) accounts, from which I paid all of my bills; including all payments MADE to 3196 8/2/23 $230 and 8/5/23 $230: due 7/5/23 and 8/5/23, by way of Central Bank-provided website (electpay.net); $15.45 was ? paid, then ? written off, due to prior inability to get sufficient help with ongoing misc fees and statement issues dating prior to Jan 2023. During this time my info was incorrectly "recreated"; not to aide in resolving payments, previously POSTED paid by Bank, but to collect cash on account without proper receipt of payment, again, in Bank's retaliation of My giving documentation as evidence of failure within bank system. I had few general issues and only (2) problems on (4) auto loans that were ALWAYS resolved, in what was a continuous history of my financial loyalty. Central Bank has raped my credit and left me stranded 30 miles from my job and family, because of Central Bank's multiple refusals of payment, by my mother who tried to pay with her own personal check, even after I provided documentation, and I tried to keep my accounts active, with their unjust, under-investigated, life-altering, & unfair auto Repossession on 3196 with 36 of 60 months left by causing me multiple financial hardships without due cause.

  Business response

  09/19/2023

  Central Bank 

  *** *******

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

  September 19, 2023

  Better Business Bureau

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

  St. Louis, MO 63102 

  RE: Complaint ID- ******** To Whom It May Concern, The following is in response to a complaint submitted to the Better Business Bureau ("BBB") and received by The Central Trust Bank (“Central Bank”) September 13, 2023. This complaint concerned frustrations the customer had with account delinquency and vehicle repossession. Central Bank has reviewed the complaint detailed by the borrower as well as our documented history of the transaction and communication with the borrower. The 07/07/2023 payment was received 07/19/2023 for $250.00; however, it was returned insufficient on 07/25/2023. A payment for $230.00 was received on 08/02/2023; however, it was returned due to an invalid account on 08/07/2023, leaving the account still due for the 07/05/2023 payment.  As requested by borrower via email on 08/23/2023, Central Bank provided the borrower with a detailed account history from our loan system.    A demand letter sent on 08/21/2023 provided 15 days for the borrower to cure the debt. The attempted payment to the bank on 08/24/2023 was presented by an individual that was not on the loan. The Bank would not provide confidential information pertaining to the loan to the non-borrower, so the individual refused to make the payment.  As stated in the Repossession and Intent to Sell notice sent on 09/08/2023, the borrower can get the collateral back at any time before we sell it by paying the full amount owed.   

  Thank you,   ******* ********* Commercial & Consumer Lending Compliance Manager

  *****************@centralbank.net 

  Customer response

  09/20/2023

  Complaint: ********
  
  I am rejecting this response because: I had provided evidence that I had made payments, but had not received any notification,  5 to 19 days after payments were made and posted to my account before that account which I had paid all bills from was clised and deleted from the banking system.  I asked about a third missing paynent, reversals of  three paymdnts, and two payments made tbrough the Central EPay site that were gone.  My mother went to pay with all necessary iaccount nfo because I worked 8/24/23 until 8pm. Does Missouri law state that 1.first letter to pay + 20 days. then second letter to pay and an additional 20 days and After that a third letter with 20 days?  Ob 8/25/23 I had surgery which led to no work no pay until 9/11/23.  On Sat 9/2 banks close at 12p. 9=3 SUnday banks closed. Mon 9/4 LABOR DAY BANKS CLOSED. 9/5 Tue I was able to get ******** by phone at 4pm.  I asked how to avoid this. We discussed d.t. hours after 5pm.  I reached my nother at 545pm to make arrangements to pay at bank at 8 m 9/6/23.

     At 10pm 9/5/23,  I was told by the unidentified tow-druver that the Repo order had gone through his office 2 days before-- on a Sunday??  !!  I couldn" get the cash -as  stated by ********- to any bank  if I had it.  My mother was  writing a check for $447.49!  one payment was $224.29

  So was it $447 or $224 or $492 due?  I am still confused by the Centrak's response  as indicated.  No "detail" Ever 
  thank you...******** *****

  Business response

  09/28/2023

  Better Business Bureau *** ** ********* ***** **** *** ****** ** ***** RE: Complaint ID- ******** To Whom It May Concern, This is a follow-up response to a complaint submitted to the Better Business Bureau ("BBB") and received by The Central Trust Bank (“Central Bank”) September 22, 2023. This complaint concerned frustrations the customer had with account delinquency and vehicle repossession. Central Bank has reviewed the complaint detailed by the borrower as well as provided ample communication with the borrower throughout this process. Under Missouri Statute 408.554 and 408.555 for non-mortgage transactions, before the lender can take possession of the collateral or otherwise enforce a security interest, the lender must provide notice to the borrower and allow 20 days from the date of the notice to cure the debt. Over the life of the loan, the lender is required to provide a maximum of two such default notices providing 20 days to cure. First Notice of Right to Cure Default was provided 09/22/2022 and cured on 09/30/2022. The Second Notice of Right to Cure Default was provided 06/22/2023 and cured on 06/26/2023 satisfying 06/05/2023 payment. As a courtesy, Central Bank provides the borrower a demand letter that gives an additional 15 days to cure the debt before repossessing the vehicle. This is the notice sent on 08/21/2023 indicating that $447.58 was needed (July $223.29 and August payment $224.29). The 07/05/2023 payment of $250.00 was received 07/19/2023; however, it was returned “Insufficient Funds” on 07/25/2023. A payment of $230.00 was received on 08/02/2023; however, it was returned due to an “Invalid Account Number” on 08/07/2023, leaving the account still due for the July and August payments. A payment for $1 was received on 8/16/2023. The quoted amount of $492.58 as 08/24/2023 includes July: $223.29, August: $224.29, and $45.00 outstanding late charge balance. As stated in the Repossession and Intent to Sell notice sent on 09/08/2023, the borrower can get the collateral back at any time before we sell it by paying the full amount you owe (not just the past due payments) including expenses. Thank you, ******* ********* Commercial & Consumer Lending Compliance Manager

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My credit card with Central Bank was closed. I received the letter in the mail, and the reason was Poor performance with the bank. A few months back, I went to a local branch to withdraw money out of my checking account to pay a car note at a local credit union. I was quizzed down about why I was withdrawing $1100. The same with drawl I make monthly. So I wrote an email, stating my displeasure with this bank. I never received anything back. So I switched my primary banking over to another bank, leaving this credit card and bank account open in the event I want to switch back. I believe my credit card was closed due to retaliation from the bank. I was never late on the card. I would like the credit card reopened but I dont believe that will be happening. From here, if the credit card account is not reopened, I will be filing a complaint with the ***** ******************* of ******* and the ***** This was a clear attempt to retaliate after the bank failed a customer and treated me like a criminal, over $1,100.00. Holding my money hostage until I gave an answer and the bank doesnt care enough to reach out after my initial email.

  Business response

  07/24/2023

  
  Central Bank  
  ******************************************************
  
  June 20, 2023
   
  Better Business Bureau
  ****************************************************************
  
  RE: Complaint ID- ********
  To Whom It May *************************** following is in response to a complaint submitted to the Better Business Bureau and received by The Central ********** on July 14, 2023. This complaint concerned closing a customers credit card and an unrelated branch visit.  
  We have communicated directly with the customer regarding the issues and are working to resolve the matter.
  If there are further questions or concerns, please feel free to contact me. 
   
  Thank you, 
  
  Sincerely,
  
  *********************
  Marketing Compliance Manager
  **************************************************

  Customer response

  07/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by business, and am willing to close this complaint. I am closing the complaint because I am not going to go on a round and round spiral with Central Bank. At the end of the day, they lost a customer, and *** moved on to another financial institution. I request you close any remaining account that are open. 
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So on the date July 1st i rented a car from enterprise rental and i was on vacation and never had the oppertunity to check my bank statement and used my card accordingly. When i returned home i checked my balance on july 5th and saw that i was negative ****** and change with a 210 dollar overdraft fee, with another 35 overdraft fee that happened on the july 7th as well. I spoke to customer care today and they charged me with another ****************************************************************** too. I wasn't negative at all so i assumed my account was in good standing. it's like they literally just wanted to see how much they could charge me. I spoke to a customer care rep by the name of ******* on july 7th and he laughed at me and hung up on me after lecturing me about my spending... i spoke to two reps after that and one stated he would have someone call me the morning of july 8th and that never happened, but another lady called me by the name of *************************, *********************** Location and she stated there is a note on my account that states to never waive anymore overdraft fees even if the system is in error, like this instance. So in total i have paid so far ****** in overdraft fees in the past 48 and my account has always been in good standing and ive never had this happen. It's wrong and i feel like ive been robbed. Please help me if you can, thank you for your time. *************************

  Business response

  08/12/2022

  Complaint ID-********

  To Whom It May Concern-

  The following is in response to a complaint submitted to the Better Business Bureau and received by The Central Trust Bank on July 21, 2022.This complaint concerned frustrations with an account at Central Bank.We communicated directly with the customer on July 8thand 12th, 2022regarding the issue.The issue has been resolved and the customer emailed the representative directly on July 13, 2022, thanking her for her assistance.If there are further questions or concerns, please feel free to contact me.

  Thank you

• Initial Complaint

  04/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our account at this bank was hacked 4 months ago and we had to cancel and get all new accounts. The scammer is still hitting our old debit card and this bank is still letting them. We went through the whole process of cancelling our account and getting a new account to stop this from happening.

  Business response

  04/28/2022

  
  
  
  Central Bank  
  *** ******* ********* **** ** *****
  
  April 27, 2022
  
  Better Business Bureau
  *** * ********* ***** **** ** ***** ** *****
  
  RE: Complaint ID- ********
  To Whom It May Concern-
  
  The following is in response to a complaint submitted to the Better Business Bureau and received by The Central Trust Bank on April 26, 2022.  This complaint concerned frustrations experienced with several disputes on a Checking Account at Central Bank of the Ozarks.
  
  At this time all disputed amounts have been fully returned to the customer’s checking account and former debit cards have been fully restricted. We have reached out to this customer to confirm this has been resolved to their satisfaction.
  
  If there are further questions or concerns, please feel free to contact me.
  
  Thank 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. ↩