Business Profile

Bank

Cadence Bank

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Initial Complaint
01/25/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Yes I am 81 years old my social security check went into the cadence Bank in Batesville Mississippi on the 1st of January someone took every penny out of my account said that a debit card was sent to my house that I never got this is a new account I had opened it hadn't even been open 30 days and someone took every penny out of my account it is been 25 days now I have contacted the bank at cadence over 20 times they have been rude no help at all I never was notified about anybody in my account I never was called no text messages no nothing I do not understand any of this all they can do is give me a run around every time that I call that bank that is over $1,600 that is missing out of my bank account with no help at all I need some help getting this figured out at 81 years old I should not be going through this I just want my money and that's it.
Business response
01/30/2023
We are in receipt of case #******** filed by **** ******* regarding fraud on her account and poor customer service.

The account was opened 12.9.2022 at which time the customer deposited a check via the mobile app in the amount of 896.11. 1.3.2023 the customer withdrew the funds. On 1.4.2023 the mobile deposit was determined to be fraud and was returned. As a courtesy, the Branch elected to allow the account to remain open until the customer receives her next check on 2.3.2023 and it will be closed. An account closure letter was mailed to the customer on 1.27.2023.

We hope this satisfies any questions or concerns regarding our resolution of the customer’s complaint.
Initial Complaint
01/24/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Cadence Bank is having big issues with Direct Deposit. I get a monthly pension retirement check from Army Nonappropriated Funds. In January 2023, the deposit did not appear in my checking account. I contacted the local Cadence Branch and they told me they had not received the deposit. I then contacted the Army NAF office, and according to NAF, the deposit was sent as normal. The NAF office also sent me the check stub verifying the deposit. The bank is not providing any information. In the mean time I have to pay bills. I believe Cadence Bank is not a reliable financial institution, therefore I would not recommend it to anyone.
Business response
02/01/2023
RE: Better Business Bureau (BBB) Complaint # ********
Dear Ms. ******,
This letter is in response to your complaint filed with Better Business Bureau (BBB) and received by Cadence Bank (“Cadence” or “Bank”) on January 25, 2023, regarding non receipt of your direct deposit from Army Nonappropriated Funds.
In review of your claims, it was determined that the originator was sending the funds to an old account number ending in 9106. Previously, the system would correct and transfer the funds to the new account number, but as of November 2022, these changes are no longer in place. As a result, a manual correction was made in November.
On Thursday, January 26, 2023, the credit was placed into account ending in 1011 and a Notification of Change was submitted to the originator. It is advised that you contact the originator and provide them with the correct account number to avoid further delay.
We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused you. We value you as a customer and hope you will continue to look to Cadence Bank for your banking needs.
With this response, we consider this matter closed.
Initial Complaint
01/11/2023
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I recently applied for an SBA loan with Cadence Bank in July 2022 to purchase an insurance agency. It still hasn't closed, but that's not the biggest issue. **** *******, VP, SBA Loan Packager/Closer with Cadence bank has been sharing my information, and information regarding my loan with the lady I am taking out the loan for to purchase her insurance agency.
Business response
01/18/2023
We are in receipt of case #******** filed by ******* ****** regarding the status of the Mr. ******'s loan as well as concerns that private information may have been shared with a third party without the borrower's consent.

We are unable to substantiate the borrower's claims that information was shared with a third party without the borrower's consent. Our records indicate that the information shared with the Seller was per the request of the borrower during a phone conversation with the borrower, Packager/Closer, and Seller on which the borrower requested a list to be forwarded to himself and the Seller that includes all outstanding items required to complete the loan process. Based on the email and text exchange, it appears the borrower was aware of the sharing of information. Additional forms are required to be provided by the borrower in order to move forward with closing the loan. A response letter was mailed to the customer on January 18, 2023.

We hope this satisfies any questions or concerns regarding our resolution of the customer’s complaint.
Customer response
01/18/2023

Complaint: ********

I am rejecting this response because: I never gave anyone authorization to share anything. I provided screenshots to the president of this "bank" showing proof my confidential information was shared. I would like her to provide me the same courtesy and email me the phone conversation she is saying took place, where I gave **** authorization to share loan information, personal information, or any other information. What an unprofessional, and absolute joke of a response that is.

Regards,

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

Business response
01/19/2023
The Bank is now communicating with the customer directly to further address his concerns and provide resolution regarding the loan closing process.

Thank you.
Initial Complaint
12/07/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They have charged me 2 OD charges in the last two weeks when I am watching my account carefully to avoid spending more than I should. I was in the hole Monday, 11/28 by $120. I deposited brought to cover that, Tuesday, 11/29, I was in the hole by $60. I borrowed the money to cover that. Wednesday, 11/30, I was in the hole again by $40. And I did not make any purchases during this time. Last night, I had about $40 when I went to bed, this morning, I am $120 in the hole again! And nothing new is showing on there. Their banking app is horrible!! Their customer service team is mean and rude. I am the secretary for my job and my church! I handle money every single day! I KNOW HOW TO MANAGE MONEY!
Business response
12/22/2022
We are in receipt of case ******** regarding the customer's dissatisfaction with overdraft fees and allegations of poor customer service.

A thorough investigation was conducted and we were unable to substantiate the customer's claims of rude employee behavior by our customer service department staff. Additionally, we determined the referenced fees were not charged in error.
The Bank did elect to provide a one time courtesy refund of an overdraft fee. A response letter was mailed to the customer on December 22, 2022 which included instruction to avoid making transactions against insufficient funds in the future.

We hope this satisfies any questions or concerns regarding our resolution of the customer’s complaint.
Initial Complaint
08/12/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Bancorpsouth is apparently experiencing issues with direct deposits. I've been waiting for my payroll direct deposit for one week now. My next one is due on Monday. I have money coming out of my account but nothing being deposited. The company has offered very little information and no estimates as to when the issue will be resolved. The bank should be required to pay a penalty as would I if a payment was missed. I need to buy food, gas, and pay bills.
Business response
08/24/2022
We are in receipt case # ******** filed by **** ***** regarding the processing delay of an electronic deposit experienced the week of August 9, 2022.

The Bank experienced an internal bank error involving electronic transactions during the week of August 9th which resulted in the customer’s electronic deposit not occurring when scheduled. Upon discovering this error, the Bank took action to resolve the issue. The Bank has implemented measures to prevent this error from happening in the future. Therefore, going forward, we anticipate that transactions will process as they normally do.
The customer’s account was credited the amount of the expected direct deposit on August 12th. The Branch Manager discussed this matter with the customer on August 17th.

A letter was mailed to the customer acknowledging receipt of this complaint and explaining the results of our review as stated above. We hope this satisfies any questions or concerns regarding our resolution of the customer’s complaint.
Initial Complaint
07/30/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 6/15/22 an Chexsystem credit history was ran by a Credit Union rep at my job and it was shown to me that on 1/6/20 BancorpSouth reported a charge off of $371.81; Closure Reason(s) : 1. ACCOUNT ABUSE, Category: ACCOUNT ABUSE; and ACCOUNT CLOSED BY: BANCORPSOUTH, CORPORATE ADMINISTRATIVE CODE, 2910 WEST JACKSON ST, TUPELO MS 38801 ON 7/1/22 I talked to a BancorpSouth rep in Aberdeen Ms about the billing dispute, (1st I had talked with an agent in Tupelo who referred me to Aberdeen where the account was opened)she told me there was not anything she could do about the false claims made by that branch.She gave me a copy of 3 checks the bank rejected payment on but charged me overdraft (OD)fees of $36 each and gave me a number to call and file a dispute I called 1-888-789-7711 to file a dispute and was only allowed to speak to customer service,who would only claim the account was old and they didn't have access to the account.I sent them a copy of bank statements showing this same information below. I was told I would get an email from them about the situation but I haven't On 11/20/19 a loan deposit of $1100 was deposited into then account #77632339. 11/26/19 a STOP ITEM was put on the loans by BancorpSouth & debited my account for $36 for a stop payment for six months 11/29/19 BancorpSouth paid 154.17 to the loaner inspite of the $36 they received from me for the 6 months Stop Item. I withdrew my remaining 153.81 (see 7/7 p2 this too was charged as an OD) I was written a check for 154.17 by the bank and gave a directive to close the account. The last direct deposit was 11/27/19 I had my job to send my direct deposits to another bank Inspite of the stopped direct deposits and requested closure of account BancorpSouth on the 12/2/19 $36 OD 12/6/19 NSF CHARGE 12/9/19 ON p. 7/7 shows the accumulation 4 ODs from 1-4 days apart On p.7/0 shows 3 ODs. This is an attempt at forcing me into fraudulent actions if I pay this bill which I dispute that I owe
Business response
08/05/2022
We are in receipt of case #******** filed by ***** ***** regarding a charged off checking account balance reported to Chexsystems.

Unfortunately, due to the amount of time elapsed, Customer Service is no longer capable of viewing or recovering the account and Stop Payment information to accurately determine if the charge off may have been the result of an error that occurred at account closure which caused the additional fees and eventual charge off. Therefore, we elected to submit a request to remove the negative item to TeleCheck and ChexSystems on August 4, 2022.

A response letter was mailed to the customer.

We hope this satisfies any questions or concerns regarding our resolution of the customer’s complaint.
Initial Complaint
06/14/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am on the account with my wife to be, tried to reset the online banking password and and update the telephone numbers, got the run around saying they couldn't speak to me about this issue that they would have to speak to her, when she was told when she put me on the account with her that I'd be able to do all of that stuff as well. Also I'd like this to go to the media as well.
Business response
06/30/2022
We are in receipt case #******** filed by **** ******** regarding his experience when attempting to reset an online banking password and update the phone numbers on the account.
Our records indicate the customer is not registered for Online Banking. After review of the call, the representative properly advised the customer that our records do not show that he is registered for online banking. When questioned what user ID he was using to access online banking, he provided the joint owner’s user ID. Although he’s listed as a joint owner on the account, the online credentials, which includes a SSN, are registered for the joint owner. Therefore, the representative properly advised that she would need to speak with the joint owner before making any updates.

A letter was mailed to the customer acknowledging receipt of this complaint and explaining the results of our review as stated above. We hope this satisfies any questions or concerns regarding our resolution of the customer’s complaint.
Initial Complaint
04/13/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
BancorpSouth has stolen our money and wasted our time again. Previously we reported issues with this new bank that bought or old one, nobody helps when we report problems. We have reported the problem our bill pay was not credited to our bill. Nobody is helping us, nobody answers the phone , they close the help tickets with out fixing the problem. Our bill is still due from over a month ago, we have not got our refund back and the biller has not been credited.
Business response
04/28/2022
We are in receipt case # ******** filed by ****** ***** regarding Online Banking issues related to bill pay and his customer service experience related to this matter.

Our records indicate there was a bill payment item scheduled for March 11, 2022 to the payee, CenturyLink. Because the vendor, Checkfree, requires the first payment be submitted in the form of a physical check by mail; this payment was mailed to CenturyLink and cleared the account on March 21, 2022.

Checkfree submitted a request to CenturyLink for a refund of the late payment fee that was applied to the customer's account on his behalf and the request was approved. The refund was credited to the customer's account on April 21, 2022.

With regard to the customer's comment on his attempts to reach someone for assistance, we show that he submitted inquiries directly to Checkfree through the online application. Each time, Checkfree responded the same day or next day. Several of the customer's inquiries were the same questions/issues that had already been addressed/responded to by Checkfree. We found no history of attempts by the customer to reach our Customer Service Department for bill pay assistance.

A letter was mailed to the customer acknowledging receipt of this complaint and explaining the results of our review as stated above. We hope this satisfies any questions or concerns regarding our resolution of the customer’s complaint.
Initial Complaint
03/30/2022
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Feb. 25, 2022 my truck was broke into in Dallas,Tx while we were inside an RV Expo at Dallas Market Hall. The person or persons stole my wife's purse that was hidden beneath a blanket and pillows in the rear floor board of my truck. Her wallet containing debit card and checks for her account that she has had with BancorpSouth for over 15 years was also taken as well as other credit and debit cards. We immediately contacted every bank and or credit card company to inform of what happened. While on the phone with BancorpSouth customers service, my wife told them that both her debit card and check book was stolen. The customer service rep immediately canceled the debit card, but then asked my wife if she new the check numbers that were taken. We did not so the person then told my wife to just watch her account to ensure that they dont write any checks which I didnt understand. The account should have been froze considering the thieves now had my wifes account number. Come Monday one of the lovely employees for this Bank, didnt follow procedures and allows the thieves to cash a check!!! My wife then has to call the customer service number again to at which point, they FINALLY LOCK MY WIFES ACCOUNT! Now they have it as credit only. In the mean time my wifes account goes over drawn and a fee is charged. She then travels to the local branch to us in Shreveport Louisiana and deals with the Branch Manager who then says he will submit the paperwork to get her money back to her and states it will take 7-10 Business days. Well that individual didnt do his job which seems to be the common theme around this bank since they cash checks on an account that had a flag for theft!!!! Fast forward to now and we still DO NOT HAVE OUR MONEY BACK! Run around after run around from everyone associated with this bank. Today we are told that the paperwork has been submitted and its up to some other division to decide if we get our money back! DPD report #***********
Business response
04/11/2022
We are in receipt case # ******** filed by ***** ****** regarding fraud on his wife’s account as a result of a stolen checkbook.

Please note our records do not show that Mr. ****** is a signer on this account.. Therefore, we are not authorized to and will not be able to provide any information pertaining to the account in question.
Customer response
04/12/2022
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. The bank has since refunded the money owed form cashing the fraudulent check. Regardless whether or not I was on my wife's account is irrelevant to the business practices of this bank. We have since moved on from the bank and just want to warn potential customers of the bank that they do not treat you like a customer. My wife was made to feel like she did something wrong for her purse being stolen. Every other bank we have that was involved in this case handled the matter WAY MORE professional and resolved the issues within 24 hours, not a month and a half later.

Regards,

***** ******
Initial Complaint
03/15/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The bank closed my credit card for absolutely no reason from May 2021 thru September 2021. I had no knowledge of this until I needed to use my credit card in August 2021 and I couldn't. I had been paying on the balance consistently just to pay the balance down. The bank closed my card and I need to be refunded ALL the payments I've made between May 2021 and September 2021 when my card was closed. I had no access to my own card while I was paying the bill and the bank had NO LEGITIMATE REASON to close my card.
Business response
03/28/2022
We are in receipt case # ******** filed by *** ***** regarding her credit card account that was closed. This is the third complaint received from the complainant since August 2021. Prior to receipt of this case, we responded with our findings to the customer and the CFPB in August 2021 and to the Mississippi Department of Banking and Consumer Finance (MSDBCF) in December 2021.

Our research confirmed the card was properly closed. The account was due to expire in May 2021. An account that is approaching expiration or the reissue date must meet specific criteria before being automatically reissued. During the reissue process, which is two (2) months prior to the reissue month or expiration date, accounts are reviewed based on delinquency, overlimit amount, and inactive status within the previous two (2) years as well as year to date. The account had been inactive for twelve (12) months. Therefore, the inactive status prompted our system to generate reissue letters which were mailed to the customer in March 2021 and May 2021. We were unable to review the account for reissue due to the letter not being completed and returned as requested. Therefore, the account was closed.

In response to the customer’s CFPB complaint filed in August 2021, the customer was mailed an additional reissue letter which she completed and returned, resulting in the reinstatement of her card account.
Based on our review, our actions were proper. We are declining the customer’s request for a refund of any payments made. With this response, we consider this matter closed.

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