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Cadence BankThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
11/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My parents have an account at ************. They attempted to add beneficiaries to there account at the ************* branch on Nov 22. The Associate named **** told my mom that she required name, social security number, and drivers license numbers. When asked for the drivers license expiration date the associate indicated she would just make up some dates. The Associate took all of the information but did not update the account. She told my parents they would have to come back to sign paperwork. No contact was ever made to my parents after that time. Since this time I have taken my parents to branch in ***** and that same information was not requested and it was indicated that it wasnt necessary. The Hope branch has violated financial laws. My parents are Elderly. Elder Abuse. My account was accessed without my authorization in relation to their transaction. My parents are not on my account nor can they authorize information to be accessed on my account. This branch should be investigated for taking advantage of elderly customers, deceptive and abusive practices, and unauthorized account access.Business response
12/18/2024
We are in receipt of BBB complaint case no.22619100 submitted by ***** ****.
The customer's concerns have been researched and addressed.
A letter was mailed to the customer on December 18, 2024Initial Complaint
11/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I recently closed my checking account with ********************** in ******, *******. When I opened the account, I was told it would remain free if I maintained a $250 balance. I followed this rule, leaving $250 untouched.However, the bank deducted an $8 inactivity fee without any notice, which caused my balance to drop below $250. This triggered a monthly $5 fee, which I also wasnt informed about. I only discovered this when closing the account.The manager, ****, refused to waive the fees when I raised the issue. This lack of transparency and unwillingness to resolve the matter is unacceptable. I request a full refund of the fees and strongly advise against doing business with this bank.Business response
12/05/2024
We are in receipt of BBB complaint case no.22605663 submitted by ***** ******** in regards to the fees received on his account.
This complaint was researched and addressed.
A letter was mailed to the customer on December 5, 2024.Initial Complaint
11/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Elderly fraud and abuse. This bank keep is taking advantage of my elderly parents. They refuse to close account out and they leave in another state I have seen a bank that will not close account. And someone else charging things to this account. And my parents have been sending money theirBusiness response
11/13/2024
We are in receipt of BBB complaint case no.******** submitted by ***** *******
Cadence Bank has researched and addressed the customer's concerns.
A letter was mailed to the customer on November 13, 2024.Initial Complaint
10/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 9/20/24 I wired to the business account mentioned above $12,320. I wired the amount mentioned from my ******* Swcabb account. ********************** said they couldn't accept the wire because there wasn't enough account information. I then went through the ******* Swcabb wire service asking for a reverse of the money 10/1/24. ****** sent an email to the bank to do the reverse of funds but Cadence Bank will not do the reverse of funds. I called Cadence Bank but all they tell me is call back ******. I did call ****** a second time and they said that Cadence Bank refuses to do the transaction.Customer response
10/08/2024
The address of the Cadence Bank I wired the money to is... Cadence Bank...*******************... ****************. I we ired $12,320 to the business account #********..... routing number *********.... Business name *****************. Cadence Bank refuses to release the money to the business because of not enough information from the sender ******* Swcabb account ********.. account holder ****** ****. ****** asked ********************* in my behalf a reversal of the funds back to my account. ********************** refuses to send the money back into my ****** account.Business response
10/17/2024
We have researched and addressed the customers concerns. A letter was mailed to the customer on 10/17/2024Initial Complaint
07/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am writing to file a formal complaint against Cadence **************** and Trust regarding their handling of my disabled daughter's trust. Despite multiple attempts to contact them via email and phone over the past month, I have not received any response.Cadence **************** and Trust also sent me a statement by mail, but they have failed to acknowledge or respond to my subsequent emails and phone calls. Specifically, I reached out to *************************, Trust Administrator, and his secretary, ***************************, but I have not received any assistance or acknowledgment of my concerns.Due to their consistent lack of response and failure to provide the necessary support for my daughter's trust, I am seeking assistance from the Better Business Bureau (BBB) in hopes of resolving this matter promptly.I kindly request the BBB's intervention to ensure that Cadence **************** and Trust addresses my concerns and communicates with me in a timely manner.Business response
08/27/2024
We are in receipt of BBB complaint case no. ******** submitted by *************************.
We have researched and addressed the customer's concerns.
A letter was mailed to the customer on August 27, 2024.Initial Complaint
07/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
They paid money to someone that should not have been paid. Therefore the moneythey paid puy me in overdrsft status for only a few days and they shut down my debit card. Im disabled and cant access my money. I cant pay bills. I cant buy cat food or human food. In short they gave my money to someone undeserving and let that transactiom overdraw me then shut down my account more or less.Business response
07/15/2024
We are in receipt of BBB complaint case no. ******** submitted by *************************** in regards to his complaint about not receiving credit for a disputed item.
A letter was mailed to the customer on July 15, 2024 explaining our findings.Initial Complaint
06/27/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
o. I would like to introduce myself, my name is ***************************** and I live at ****************************************************************************. I moved in 2018 to ********** to be close to my children and grandchildren. I have a mortgage with ************* in good standing. I had an accident and considered permanently disabled by a Federal Court. I can no longer work. I do receive a monthly check that is deposited to Cadence bank on the first. I pay I called ********* at the branch ad I have spoken to before. I deposited a check that was ***** in the check account and it was reviewed and denied. It was a State Farm Check. I had to deposit it to another account. Then a check if ***** was accepted. Now less than a month later cadence is closing my account. I spoke to ********* today . I believe her last name is **** ? Not sure. And she said they dont need a reason to close my account and that she would give me extra days to find another bank to route my disability check. I dont want my account closed. Please help me. I am at your mercy. And I pray you can help me. Here is a copy of the letter. My checking account had ***** check that will permanently stay in this account and my mortgage. ***************************** Branch Manager has made it so stressful for me to bank online. I am permanently disabled. And I do feel she discriminate of me. She rejected a ***** check from State Farm and she now has a hold with no expire date on 1000 . She has told me they will close my account. No reason. I get my disability checks deposited in this account monthly and I have a mortgage with ************** She called today to tell me you have a month to look for an account somewhere else ? Also the check of ***** was rejected because I needed to go to the branch. Which their policy is a check or ***** is placed on hold and personally depositing the check. I am disabled. I have a good standing mortgage with them . No outstanding fees. And I consider ************** very discriminating towards me. Please help me in this matterBusiness response
07/15/2024
We are in receipt of BBB complaint case no. 21913024 submitted by ***************************** in regards to her account being closed. A letter was mailed to the customer on July 15, 2024 explaining our findings.
Initial Complaint
06/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Feb 22 2024 (3pm) -I arrive at the Bancorp South at the ******** Branch to wire $40000 to **** of ********** for closing of property - I gave printed wiring instructions to Viquetta , I let her know I am there to do an international wire transfer to purchase a property in ********** and that it is very important. I immediately noticed 2 things on the form that I immediately brought up to their attention 1. The intermediary **** was ***** Fargo instead of **** of America 2. The numbers on the form did not match what was given with the wire instruction They were explained by ***** and ******** as nothing being wrong. Allthe numbers were different than in the instructions and I was made believe that it has been reviewed, checked, and confirmed. Closing day 3.4.2024.The money did not arrive in **********. ******** gave me 2 numbers to me that she did not know how to use. At this point she involved *****. After some discussion, I immediately put her on a 3 way call with **** of CR who was still trying to explain that no mistake was made and was implying that her employee at Cadence Bank was given wrong instructions. ******* was able to explain where the error is and ***** finally recognized the issue. We were no able to close on our property on 3.4.2024 at 3pm which wasted the entire trip. The trip was scheduled specifically to conduct the closing. This created unnecessary costs, problems, in addition to wasting time and money for the travel.On 3.12.2024 I went to the **** in person to talk to *****. She explained the mistake that was made. ******** entered the account number for the intermediary **** ***** of America) as the account number for the final destination for the **** of *** ****. The funds were returned on 3/21/24 ***** assured me that all wire fees and charges would be refunded. They have not been refunded. I have left 5 messages in person and by phone. No call back. I am seeking to recover lost funds as a result of this mistake. Total of $445Customer response
06/03/2024
The Business is
Cadence Bank
6675 Stage Rd
bartlett tn 38134
Business response
06/17/2024
We are in receipt of BBB complaint case no.21794504 submitted by *************************.
We uncovered that the account numbers was transposed resulting in the funds being recalled and placed back into the customers account. The bank elected to refund any related fees.
A letter was mailed to the customer on June 17, 2024.Customer response
06/17/2024
[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
05/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On May 23, 2024, I contacted Cadence Bank in regard to a fraudulent account being opened in my name. I spoke to multiple agents who all told me different things. One representative told me, my information was not in their system, the other told me, they found the account, but it was showing paid in full and the last rep told me the account was classified as a charge off. All of this misinformation is hindering me from moving forward with a loan process. After explaining my concerns with the supervisor from Cadence Bank, I was met with a very unprofessional, demeaning attitude; was told by the supervisor oh well, I dont know what to tell you when I was simply trying to find a resolution to the fraud activity that was done under my personal information. I have not been met with any solutions regarding this matter.Business response
05/29/2024
We are in receipt of BBB complaint case no. ******** submitted by *********************.
We have research and addressed the customers complaint.
A letter was mailed to the customer on May 29, 2024.Initial Complaint
05/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Cadence Bank has instituted a new policy whereby they charge $5 to cash a check over $100. My feelings on that aside, I simply asked for a receipt for the $5 charge when I cashed a $200 check. I was refused a receipt. If a business just takes money, and isnt willing to provide a receipt for the service, that is a simple case of ***** theft, in my opinion, and shouldnt be allowed. I cash many checks there that are over $100, so this has the potential to become a substantial amount annually for which no receipts will be provided. That is a downright shady business practice that I believe is wrong.Business response
05/17/2024
We are in receipt of BBB complaint case no. ******** submitted by ***************************.
We have research the complainant's complaint and addressed his concerns.
A letter was mailed to the customer on 05/17/24.
*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. ↩
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
68 total complaints in the last 3 years.
21 complaints closed in the last 12 months.
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