Complaints

This profile includes complaints for Bank OZK's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bank OZK

  17901 Chenal Pkwy Little Rock, AR 72223-5831

• 

  Bank OZK

  PO Box 8811 Little Rock, AR 72231-8811

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  Bank OZK

  515 E Pointer Trl Van Buren, AR 72956-2303

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  Bank OZK

  1745 Old Morrilton Hwy Conway, AR 72032-2845

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  Bank OZK

  210 W Morris St Dalton, GA 30720-8222

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Loan company Sent me letters stating they didn’t have my current insurance for my RV. They said they will place insurance on my RV if I don’t provide. I bought a new insurance policy and provided to the company. 3 months later they charged me for an insurance policy they say they placed retroactively to the letters and retroactively to my new policy and are charging me for an insurance policy they now claim they placed from August to October. I want them to remove these retroactive fees.

  Business Response

  Date: 03/27/2025

  Force placed insurance was ordered in accordance with the Retail Installment Contract, Agreement To Provide Insurance, and multiple notices as proof of insurance was not provided timely. Once proof of insurance was received, the Bank waived the premium for the period covered by private insurance and refunded a late fee. The Bank and borrower have agreed to a repayment plan for the premium assessed for the uninsured period.
  

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summary of the Issue In July 2024, fraud was detected on my Bank OZK accounts (personal and business), leading to restricted access. Despite opening new accounts, I was unable to access to my business account until December 2024, a nearly five-month delay. Bank’s Mismanagement and Lack of Communication: My original account was locked, preventing access to funds or authorization of transactions. The authorization process was chaotic—approved payroll checks were denied, and conflicting authorization requests were made. The new account was closed without notice, causing failed CC payments and other EFTs. Multiple debit cards were issued, but transactions failed which was later revealed to be caused by an unresolved fraud alert on those cards as well. Extended Financial Disruptions: The bank’s mismanagement caused five months of financial disruption. Meetings with bank employees were ineffective or not attended, and those representatives failed to resolve issues. Despite multiple requests, the bank has not provided documentation explaining the account restrictions. Key Issues and Requests: The bank’s failure to provide access resulted in missed payments, credit damage, and unnecessary fees. I request a formal investigation, a written acknowledgment of the bank’s role, credit restoration assistance, fee reimbursements, and replacement checks for my new accounts. Bank OZK’s mismanagement caused preventable financial harm, and I seek accountability, transparency, and corrective action. At no time has the bank indicated that we did anything wrong, yet we have been forced to suffer the consequences of the bank’s actions.

  Business Response

  Date: 03/05/2025

  The accounts were restricted during the investigation of a possible online account takeover. The Bank notified the signers for decisioning of all debits, and items were paid as instructed except for items being returned due to non-sufficient funds and/or the signer(s) not answering the Bank’s telephone call.  The Bank recommended utilizing Positive Pay or closing the accounts to open new ones.  A new business checking account was opened and subsequently closed due to required form not being signed despite several reminders.  The account was reopened upon receiving the signed form.  The Bank has reimbursed the complainant for the first check order for three newly opened accounts.  The Bank has requested information regarding credit implications and fees charged, without response.  

• Initial Complaint

  Date:02/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I deposited a third party check in the ATM. This was my son's check and he signed it and gave it to me. The ATM accepted the check and deposited it in my account. The next day, the bank withdrew the money from my account. After talking to them, I found out that their policy is you cannot deposit a third party check in your account unless the third party is present. So, I understand this is your policy, so I asked if they was going to give me the check back. They said it they would mail me a copy of the check and it would take 2-3 weeks. So now I am out $2000 for 2-3 weeks minimum. This is unacceptable. If your policy is to not accept third party checks, then the ATM should not accept them either.

  Business Response

  Date: 02/21/2025

  The client deposited a third-party check at the automated teller machine (“ATM”) on February 10, 2025.  The ATM contains a posted Availability of Funds disclosure notifying the depositor that funds may not be available for immediate withdrawal, and the Georgia Terms and Conditions disclosure states that we may require any third party indorsers to verify or guarantee their indorsements or indorse in our presence.  The Bank reversed the deposit and mailed a substitute check and instructions on depositing the item at a banking center to the client’s address on file on the same day.  Branch staff has been trained on the estimated length of time the substitute check will be provided back to clients. 

• Initial Complaint

  Date:12/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had an account with bank OZK 7 years or so and never had any fraud or issues with my account. I deposited a 2000 $ check on 12/11 and the bank clearly dropped the ball by making the funds available on 12/12. Some of The money was used so my account had about 400 and something bucks and on 12/13 my employer deposited 1000 payroll deposit. Unknown to me due to never being contacted, I was locked out of my account completely on 12/13. I called the bank which hardly ever answers , to be told that my account is under review and restricted and I cannot access my money or my online banking because my account has been placed under fraud review due to the check, but they cannot tell me why because it is a good check from a local bank here in my town and they cannot tell me how long my account will be restricted for causing me to not be able to access my 1300 dollars I have due to their error of making the funds available prior to verifying the check and letting the check clear on its own. It is 100% a good check and now it’s less than a week away from Christmas and I am left without any money. I have a two year-old that I need to buy groceries for and I have bills and Christmas gifts to get and I cannot do anything due to the banks error. They have left me in the dark and have no compassion for the situation and them putting me in such a hard spot holding all my money specially now around the holiday.

  Business Response

  Date: 12/20/2024

  On December 12, 2024, the Bank was notified of potential fraud relating to the check that was deposited via Mobile Deposit on December 11, 2024. As a result, restrictions were placed on the account and online banking was disabled while an account review was conducted.  The review, completed on December 19, 2024, concluded that no fraud occurred, and the account restrictions were lifted, the funds were made available, and online banking was reinstated.    

• Initial Complaint

  Date:12/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a new account on 11/25/2024. I deposited a check and at that point they couldn't get anyone on the phone to verify it. They explained they would try again later. After 3 days we contacted the bank and they explained that a 9 day hard hold had been placed because they couldn't verify it. We gave them the number for fidelity investments who issued the check and asked them to please contact them again. We also asked...Again for the branch manager April to contact us back. Again, no call from the bank. We waited the weekend and called the bank back. This time we got a lady in customer service who explained that she attempted to reach out to the branch manager but she to was not able to be transferred. She said would send an email to the branch manager to reach out to get this sorted. Ashe said she was told fidelity would not verify the check over the phone which was bogus information. No call back to us again! On Tuesday we reached out to the corporate office and spoke with a sweet lady named ******* ***. We explained about what was happening and she herself said this was ridiculous. She then called fidelity and verified the check. She said she listed the check as verified and asked the branch manager to release the hold. It is now Thursday and no response or deposit has branch made. We called customer service again and ******* explained this was also Ludacris and we had every right to be upset. He asked if we would like to form a complaint...so we did. He also said he sent a email to the branch manager to please reach out to us and remove the hold as the check had been verified by corporate headquarters. We then tried to call the branch manager ourselves and again was told...she was busy...at 9:07am. This is definitely petty and spiteful of this manager. This is against the law and definitely unprofessional. We would like our money released and a formal apology from Bank OZK. I have recorded every conversation with bank OZK if needed to prove this point.

  Business Response

  Date: 12/13/2024

  A nine business day hold was placed on the deposit as this was a new account. The Bank attempted to verify the funds and release the hold earlier as a courtesy.  The funds were eventually released on the 7th business day after account opening upon verification of funds.  The Bank has made multiple attempts to contact the client to notify him that the funds are available.
  
  

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I HAVE BEEN A CUSTOMER OF BANK OZK, FOR ALMOST 3 YEARS. ON 8/7/24 I OPENED A NEW SAVINGS ACCOUNT. TWO DAYS LATTER MY ACCOUNT WAS RESTRICTED, MEANING I CANT CHECK MY ACCOUNT ONLINE. BANK OZK SAID ITS WAS THE BANK THAT THE CHECK WAS WRITTEN ON WAS THE REASON FOR THE DELAY. THE CHECK WAS FROM A BANK OF AMERICA ACCOUNT, I CALLED THEM, THEY SAID THEY HOLD POLICY IS 5 BUSINESS DAYS . I HAVE BEEN WAITING FOR 15 DAYS, THIS IS NOT RIGHT. I HAVE ALREADY FILED A COMPLAINT WITH THE ARKANSAS AG OFFICE AND THE ARKANSAS STATE BANKING DEPARTMENT.

  Business Response

  Date: 11/01/2024

  The Bank was alerted that the deposited check may be fraudulent and conducted a review including placing a hold on the funds and restricting online banking capabilities.  The funds were made available and online banking access was restored following confirmation that the check was valid.  On October 25, 2024, the Bank contacted the client, and left a voicemail, notifying him of the actions taken. 

• Initial Complaint

  Date:09/05/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When my vehicle financed with Bank OZK was registered in California it was registered and titled under the incorrect year. Bank OZK advised me they realized there was a title discrepancy and it's noted in their system however nothing was done. Upon registering this year the year discrepancy needed to be fixed and was fixed through the DMV requiring title to be sent back for corrections. California DMV only provides the documents to the registered user and Bank OZK continues to advise that they will not send back the title (knowing it's in error) to the DMV unless the DMV contacts them directly per their policy. DMV policy is advising only I can notify Bank OZK as their customer directly. Due to the Bank OZK policy and advising they are unwilling to send title to DMV for correction (even though they flagged the error in 2022) I'm now unable to operate the vehicle I'm make the payments on and have paid registration due to registration not being valid until Bank OZK returns the erroneous title to the DMV. I'm stuck in a Catch-22 with unusable vehicle legally. Ca DMV main office has advised their notification is the Incomplete registration which I've provided to Bank OZK.

  Business Response

  Date: 09/12/2024

  The California Department of Motor Vehicles ('DMV’) had the incorrect manufacture year on the original vehicle registration. On September 9, 2024, the Bank returned the incorrect title to the borrower, and the California DMV corrected and reissued the registration. The corrected title was returned to the Bank as lien holder.

  Customer Answer

  Date: 09/12/2024

   
  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 and I hope there is a better process worked out between DMV and Bank OZK in future.
  
  Sincerely,
  
  ***** *********** **

• Initial Complaint

  Date:07/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 3rd I deposited 800 hundred dollars at the drive up window. Counted it out and said 800 to be deposited. After getting home to at the 798 bill I noticed only 740 was deposited. I called the bank immediately couldn’t get through to the ************ ga chapel hill location after several attempts I called acworth/ ********* ga location and someone answered immediately. I explained the situation and she got me connected to the teller that the issue was with I asked for the manager.the teller said she ran the money through 2 times. I told her I needed the manager. The manager got on the phone hardly let me speak and said she’ll call me back , she’ll look into . I called corporate because I didn’t have anything in writing and the way the manager treated disregarded me. Sure enough on 7/8 I called because I hadn’t heard the the manager only to hear she is on a week vacation. Due to my request that the the person over the manager review this situation the manager calls me and stated several disrespectful statements telling me I’ll be calling in apologizing. That she reviewed the tape and called me. No message was left . Doesn’t show on my phone she calls. I stated that I said 800 to the teller was what I was depositing. So if she counted anything different why didn’t she address it. And that is proper procedure for the teller to state what is being deposited. 60 is a wired number also to miscount. Again I stated these facts and yes I gave her 800 dollars and want my 60 dollars. Why did Ms ****** choose to disregard the issue. So I don’t know where my 60 went but I know I counted 800 hundred, stated 800 being deposited. She didn’t follow protocol and it’s an issue. Do she the teller state to the other customers the amount of money they are depositing. Because if she do than why she didn’t with me.why didn’t the manager truly attempt to contact me again no message or email was left or sent.

  Business Response

  Date: 07/19/2024

  The Bank reviewed camera footage of the interaction and transaction which revealed the customer counted and removed several bills prior to providing the cash funds to the teller for deposit.  The teller hand counted, then verified the amount of $740.00 through the cash counting machine. Additionally, the teller’s drawer was audited by a teammate, and was in balance following the transaction.  

  Customer Answer

  Date: 07/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was told by the regional manager the above in a call. Not that I had taken money away. Besides my questioning my 60 dollars. I stated I was depositing 800 , no one is stating why it’s an issue that the teller didn’t count the money at window in-front of me and state aloud what’s being deposited… the point in my staying it to her . The disrespectful response from the ************ manager Ms ******. There are several issues in this situation that needs to be addressed but what is strongly being said is and only being said is no you didn’t give the teller 800$. I counted out 800 and told the teller eight hundred is to be deposited if she would have followed protocol as I did to her any errors would’ve been addressed immediately. Now I’m to lose 60 because I have no way to prove my situation. Yet wrong wasn’t done by me . How is that ok. And how management belittling speaking to the customer is fine. Telling me I will be calling them back apologizing because the money is in my car or something, disregarding my stand on the situation .
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/07/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bank OZK IS falsely advertising "greatness at every corner." The business app is outdated and always crashing. The business banking is limited to balance only. No ***** and no internal transfer capability online. Direct Deposit are delayed so the bank can charge NSF fees. Personal ***** is limited to $1000 per month when all other banks have a 2000 daily limit. ATM cash deposits double post causing overdraft. The bank is poorly managed. Local branches are great and this is the sad part. Best in branch service yet the worst customer experience from corporate. This bank is not looking out for their clients best interests and is falsely advertising "greatness at every corner" when in reality it's disappointment.

  Business Response

  Date: 06/17/2024

  The Bank denies the complainant's allegations of false advertising. The current business application offers a full suite of services including internal transfer capabilities; however, it is incompatible with his device.  Currently ***** is not offered for business banking, but this is under evaluation. Additionally, the Bank is preparing to release a new online and mobile banking application for business customers.  ***** limits for personal accounts are designed to assist in protecting both the customer and the Bank. The Bank credits direct deposits in a timely manner. 

  Customer Answer

  Date: 08/01/2024

  Despite receiving a zelle deposit and having cash in my account BANK OZK still charged me a $35 overdraft fee for a transfer I made even though my account was positive. They refuse to give back the fee. Even though my account was positive. The app won't let you transfer if you are negative. This is extortion

  Business Response

  Date: 08/05/2024

  The account balance reflected within the online app consists of transactions that have hard posted to the account and does not include outstanding transactions.  The customer’s account had a positive balance prior to debits on May 24, 2024, and July 31, 2024, but the amounts transferred exceeded the balance. This caused items to be returned which resulted in overdraft fees. Courtesy refunds were given on both occasions.  The Bank recommends that the customer utilize a check register to record all transactions and better track transactions that have not cleared the account. 

• Initial Complaint

  Date:04/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON JAN 10,2023 I OPENED A 13 MTH CD PAYING 4.6 % FOR $10,000 WITH THE OZK BANK IN MANDARIN, FL. THIS CD MATURED ON FEB 09, 2024 WITH A VALUE OF $10,461.56 . VIA TELEPHONE, I TRADED THIS MATURED CD FOR A NEW 8 MONTH CD PAYING 5.3%.AT THE SAME BANK. DUE TO CAR PROBLEMS, I NEEDED TO CASH THE 8 MONTH CD ON APRIL,12 2024. I EXPECTED TO LOSE THE 2 MONTHS ACCRUED INTEREST. HOWEVER, I DID NOT THINK IT PROPER FOR THE BANK TO TAKE A THIRD MONTH INTEREST FROM THE MATURED 13 MONTH CD, WHICH THEY DID. THE BANK TREATED THIS AS ONE CD, AND I CONSIDER IT AS TWO SEPERATE CD2 CDS. I COULD NOT GET THE BANK TO AGREE WITH ME. SINCE THE BANK CREATED A UNILATERAL CONTRACT, I THINK THIS GREY AREA SHOULD BE RESOLVED IN FAVOR OF THE PARTY THAT DID NOT CREATE THE CONTRACT. YOUR ASSISTANCE IN GETTING ME A REFUND OF $42.18 THAT SHOUD NOT HAVE BEEN DEDUCTED FROM THE MATURED 13 MONTH CD WOULD BE GREATLY APPRECIATED. THANK YOU.

  Business Response

  Date: 04/30/2024

  The terms and conditions, received at account opening, disclose that an early withdrawal penalty equal to 90 days of interest will be assessed when withdrawing from the account prior to maturity for Certificate of Deposits ("CD") with a term of less than 12 months.  Therefore, the Bank respectfully declines to refund the early withdrawal penalty. 

  Business Response

  Date: 05/09/2024

  ********The Terms and Conditions, provided at account opening, disclose that an early withdrawal penalty equal to 90 days of interest will be assessed when withdrawing from the account prior to maturity for Certificates of Deposits ("CD") with a term of less than 12 months.  This applies to both newly opened and existing CDs that have been renewed. The interest penalty is not affected by the interest earned but is calculated as the amount of interest that would have accrued if the CD had been left open for the 90-day period. Therefore, the Bank respectfully declines refunding the early withdrawal penalty. 

  Customer Answer

  Date: 05/13/2024

   
  Complaint: ********
  
  I am rejecting this response because: THE NEW  8 MONTH CD HAD ONLY BEEN ACTIVE FOR 2 MONTHS. THEREFOR THE INTERST PENALTY SHOULD ONLY BE 2 MONTHS. THANK YOU.
  
  Sincerely,
  
  ****** ********