Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a 2019 Nissan Altima that I finance through Amarillo National bank, since April 2022 and never missed a payment. October 2024, I received a call from Lydia with Amarillo National Bank stating that I needed to make a payment on my auto loan because I was delinquent $1350 for July, August, and September of 2024. I advised her that I have made a payment for all 3 of those months ($450 for each month) and I have the receipts to provide her. I then contacted my bank (***** Bank) to get to the bottom of this. A Rep with ***** informed me that someone fraudulently placed three claims on my account, and reversed my auto loan payments to their account. Because the claims were fraud, the ***** rep advised they have reversed the payments back to Amarillo National Bank on my behalf. I called Lydia with Amarillo national bank, advised her of the situation, and she proceeded to advise me that I had until October 31, 2024 to make the payments, as if she did not believe me. I called ***** back and the rep advised me to conference them in with Lydia to confirm the money was reversed and accepted by Amarillo national Bank on October 9th and 10th. Lydia forwarded our call to Peggy in bookkeeping (who was advised by *****), who then forwarded the call to Victoria in the Card Center, and was also advised by the ***** rep. Over the last 3 months, Multiple ***** reps have confirmed the money has been returned to ANB. No one with ANB can locate the funds. This incident is now being reported on my credit. I advised Victoria to Check with the Financial Institution that services ANB, but she informed me there is no other bank that services ANB. All I am asking is for Amarillo National Bank to take all necessary steps to locate the funds so that my account can be up-to-date and my credit report be fixed. I have sent follow up emails to ANB and the only answers that I am getting are "we are waiting for an update." All supporting documents and emails have been attached to this complaint.

  

  Business response

  01/22/2025

  The payments were originally disputed with the customer's bank, ***** (the customer says she did not dispute).  The payments were returned to ***** at the time of the dispute.  However, the dispute was resolved and ***** sent the payments back to the bank through the bank's third party payment portal.  The third party was unable to locate the payments until January 17th.  At that time, the bank applied the payments to the loan and removed any late payments from the customer's credit report. The customer has been notified of the correction to her loan.  We apologize for the delay.

  Customer response

  01/23/2025

  I am rejecting this response because:

  As of January 23, 2025, all late payments remain on my credit report and have not been fixed, as discussed. 

  

  Business response

  01/27/2025

  The late payments have been corrected on our end.  Perhaps the credit bureaus have not updated yet.  If not corrected by February 1, please call me directly at ************.  Thank you, John *. *******

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My complaint is about personal mortgage information being given out to parties other than myself. I have called and talked to the mortgage department several times. I have talked to ***** on the phone and made an appointment with ***** in person. The situation has not been resolved. I have had real estate agents parked in front of my house, and also stopping in the street. When I ask them if I can help they say “checking an address”. There is a Real estate logo on vehicles. My biggest concern was having a vehicle follow me from a ********* to an apartment. That vehicle lived at a rental belonging to **** ***** LLC. I have had vehicles follow me that had the **** ***** license plate holder around the vehicles license plate. There are renters by me that rent from **** ***** LLC that have harassed me, been in my backyard, and had cameras set up facing my house. I believe that someone at Amarillo National Bank has given out my mortgage information to this broker and other realtors. I have inquired to Amarillo National about how to find out who has been in my records. I would like a list on who has been in my mortgage records. Thank you, ***** *** ******

  

  Business response

  04/18/2024

  On 12/14/2023, I was notified that customer ***** ****** felt someone at the bank was sharing her Mortgage Loan status with realtors. I reviewed her account and determined only Mortgage Servicing Department Employees were accessing her loan.  This was communicated to Ms. ******.  On 12/27/2023, Ms. ****** came to may office to make the same complaint and was again told the results of the review.  She stated cars were setting outside of her house and they would take off the magnetic advertising signs that said **** ***** from the sides of their cars.  I asked her how she knew this and she said she saw them do it in front of her house.  After 15 minutes I ended the conversation.  Additionally, a 'password'  was added to her account, at the request of Ms. ******, for added confidentiality.  Ms. ****** most provide this password before any information on her loan is provided.  I have not spoken to Ms. ****** since December 2023.
  
  ***** ***
  Amarillo National Bank
  Fraud Investigator

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The account that AMARILLO NATIONAL BANK is reporting, is identified as a repossession, yet they continue to report late payments. Since the vehicle is no longer in my possession, it would be impossible for me to default on the payment after the fact. I have the right to an accurate credit file and it discrepancy which are unacceptable, so please immediately remove this account and its entirety from credit file.

  

  Business response

  03/08/2024

  Mr. ******** still has a balance remaining after repossession and sale of the collateral.  It will report the deficiency balance to the credit reporting agencies monthly.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I financed a truck threw Amarillo national bank I got a little bit behind so I called them. They told me if I made 2 payments on 1/11/2024 they would not repo it. Well I made 2 payments on 1/11/2024 and the same day they repeod my truck. So I called them back and they told me I would have to bring it current to get my truck back but they would not tell me how much money I needed to bring it current. So I got some money together and I called them 1/12/2024 and they said they could not give my truck back to me. I asked to speak to a supervisor or manager but they sent me to a collection officer I tried and tried to talk to somebody high up but they kept bouncing me around the same people.

  

  Business response

  01/23/2024

  I have spoken with Mr. ******* and am evaluating a refinance of his auto loan.  Will update again by January 24th.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To whom it may concern, I have a 2017 Toyota Corolla financed through Amarillo National Bank. I can admit my payment history has been shaky because financial difficulties experienced since losing my steady job during COVID & other issues. However, I managed to get caught up & was starting to get back on track until September. I called to make a payment & was informed I owed $596 because insurance was added on. Upon receiving that information I purchased insurance & sent proof. With my next payment I was told it adjusted to $484 due to added insurance from April to October. My issue is I am supposed to be notified prior but wasn’t in this instance. I was told letters were mailed but I was evicted from my apartment during the time & had communicated this. Also, I was told to pay the $378 for months despite it being added in May. Had I been told earlier I would have tried to remedy the problem as I did when informed in September. On top of that I have been given conflicting amounts & dates & told one thing by one person & something entirely different by another on various issues. Which is why it’s difficult for me to trust the information I’ve been given. Aside from that I have been spoken to rudely, condescendingly & threatened constantly with repossession. It’s so bad I fear retaliation against me for submitting this but I’m trying to resolve the matter as all I’m being told is either pay the amount demanded or they’ll “help me by picking up my car.” I have been paying on my car for almost 4 years & find it truly disheartening I’m being treated like I don’t matter because of financial difficulties exacerbated by the increase. Thank you for your time.

  

  Business response

  01/22/2024

  Ms. ******** called this morning.  After a thorough discussion, I agreed to reduce her payments back to the original amount and add the insurance premium to the end of the loan.  She was satisfied with this result.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The bank placed an insurance policy on the loan for my 2016 GMC Sierra. and charged me for it. In their contract it states they must notify before they take such action. They did not notify me. I tried to resolve it with the loan officer Joel ******, but he wasn’t interested in trying to resolve this issue. Mr. ****** and I had problems in the past , and I feel this was done in order to retaliate on my person , and against my dignity as a human being , and customer of his banking establishment. The loan number is ****** . I must say I find this behavior repugnant as I have made every single payment on this loan approximately two weeks early for the entire time I have had it with them . They are charging me an additional 70 dollars per month for 10 months this also is the price for less then two months of insurance which is an exorbitant amount.

  

  Business response

  04/11/2023

  I spoke with Mr. ***** this afternoon.  I have agreed to refund the additional insurance that was added to his loan.  It will take a few days, but the check will be sent to his confirmed address.

  Customer response

  04/13/2023

  I have reviewed the business’ response and accept this resolution. 

  

  Business response

  04/14/2023

  The refund check was sent to Mr. ***** via Fed Ex on April 13, 2023.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I financed my 2013 Terrain with Amarillo National Bank and the payoff of my loan was due on 10/14 in the amount of $837.60 (Agent / ******** - (acct #XXXXXX). I wrote and mailed a check #XXXX - 10/05 for the amount stated. However the incorrect amount of my check was keyed as $387.60 and cleared my account through my bank (***) leaving a balance open on my auto account which should have been paid in full if the check had been keyed correctly. I also contacted them and paid an additional $20.00 (agent / Alexia - conf #XXXXXX) to ensure the balance was fully paid off ($837.60 total). I contacted ANB and spoke to agent Shelby and that's when the error was discovered on their end. She then stated that they would re-submit the check to fix the problem for the full balance. I in return contacted my bank (***) to make them aware of the error ANB had made and they ask that ANB do not send the check back through due to it had cleared once. *** in return made the necessary corrections to fix the problem and pay the entire amount of my check by granting the balance of the check $450.00. When I contacted ANB to inform them of the situation the last agent I spoke to was nasty and belligerent. All I am asking is an investigation to make sure that they have made all of the necessary corrections on their behalf and show my account as being paid in full and forward the title to my vehicle with no further discretions. Thank You. ********@yahoo.com

  

  Business response

  11/10/2022

  Business Response /* (1000, 5, 2022/10/28) */ The loan is paid in full and the title has been sent to the customer. There was an error reading the check, but it has been corrected. We apologize for the error and will send a gift card to Ms. ****** for the mistake.

*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. ↩