ComplaintsforCentennial Bank: Headquarters
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Complaint Details
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Initial Complaint
05/09/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I had a fraudulent charge of $1052.82 on 5/5 and was told by rep ******** that the hold on my account would expire on 5/12 even though the amount had already been refunded. She refused to do anything to try and get hold relased sooner, when she clearly verified that the refund was made into the account. Please release the hold so that the refund can be properly applied to my account.Business response
05/24/2023
The Market Retail Leader sent a response directly to the complainant on 05.24.23: Centennial Bank strives to provide excellent service to our customers. I have received your complaint and acknowledge that you felt you were not given the attention and gratitude you deserve. I want to assure you that Centennial Bank takes your complaint seriously and I have investigated thoroughly. The investigation shows that the merchant placed a pre-authorization hold on your card for the amount of the purchase when the transaction was initiated. Merchants often do this in an attempt to insure collection of funds on Debit Card and Credit Card transactions. The investigation also shows that you spoke with one of our Branch Managers on 5/8/2023, and together reached a resolution. If this is not the case, please contact me so that I can assist you and hopefully resolve any issues you may have. I know you have choices and appreciate you choosing Centennial Bank. Please feel free to contact me to discuss your concerns.Initial Complaint
04/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Due to the 'technical issues' at Centennial Bank from 4/7 to 4/10, I have been unable to access my accounts online or on the mobile app. I have contacted the bank by email multiple times to have this resolved, with no reply but ONCE. The rep unlocked my account, but that wasn't the full issue. I replied and explained the issue and got ignored. I have emailed multiple times today and have received no reply. Yesterday I was replied to within an hour. I have tried to call but the hold times are insane due to the mysterious technical issues. I am just trying to access my accounts and can not!Business response
05/30/2023
Please see the response below regarding the complaint for ******** *******:
Centennial Bank experienced system wide technical issues affecting email and phone systems over the weekend of 04.07.23. A response was sent from the Market Retail Leader directly to the complainant on 05.24.23: Centennial Bank strives to provide excellent service to our customers. The Bank has received your complaint and acknowledges that you felt you were not given the attention and gratitude you deserve. Several unsuccessful attempts have been made to reach you to resolve this matter. A review of the account shows that you have initiated mobile transfers, which would indicate you have regained access to your online banking. If this is not the case, please contact me so that I can assist you and hopefully resolve any issues you may have. I know you have choices and appreciate you choosing Centennial Bank. Please feel free to contact me to discuss your concerns.
Thank You
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Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.