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Business Profile

Bank

Liberty Bank

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 16 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/15/2025

      Type:Customer Service Issues
      Status:
      Answered
      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’ve asked multiple time to get an answer to why they can’t “verify my identity” when I gave them everything they asked for. Now they are ignoring me and I’ll probably never get a straight answer. Corinne D’***** specifically is the one ignoring my questions

      Business Response

      Date: 04/16/2025

      ***** *** **** ******* ********* ****** ******** ******* ***                                                                                  ** ****** **** ********* ** ***** ********** ******** **** *** **********
      Liberty Bank has read and reviewed the posting. In order to protect an individual’s confidentiality, it would be inappropriate and potentially illegal for us to comment directly with anyone regarding whether or not an individual is a customer of Liberty Bank or on any specific customer issues. Individuals are welcome to contact Liberty Bank directly at any time.
      Sincerely,

      Noelle B******
      Assistant Manager, Customer Relations
      Marketing

    • Initial Complaint

      Date:03/10/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 went into the branch today to take care of a past due balance. And I was looking to open a new checking account. I told that I would only be able to open a second chance account, but would not be able to get a debit card for six months,which is not feasible as I use my debit card for everything. I was told when I called the customer service number that if I went into a branch, I would be able to open a regular account with a debit card. I feel very upset about the misinformation and would love to be able to come to a resolution so that I can open a regular checking account with liberty bank. I left the branch feeling very upset at how I was treated.

      Business Response

      Date: 03/21/2025

      ***** *** **** ******* ********* ****** ******** ******* ***                                                                                  ** ****** **** ********* ** ***** ********** ********* **** *** **********
      Liberty Bank has read and reviewed the posting. In order to protect an individual’s confidentiality, it would be inappropriate and potentially illegal for us to comment directly with anyone regarding whether or not an individual is a customer of Liberty Bank or on any specific customer issues. Individuals are welcome to contact Liberty Bank directly at any time.
      Sincerely,

      Noelle B******
      Assistant Manager, Customer Relations
      Marketing

      Customer Answer

      Date: 03/24/2025


      Complaint: ********

      I am rejecting this response because:

      Sincerely,

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

      Customer Answer

      Date: 03/24/2025

      They have not provided a resolution as of yet

      Business Response

      Date: 04/08/2025

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

      As previously mentioned, it would be inappropriate and potentially illegal for us to comment directly with anyone regarding whether or not an individual is a customer of Liberty Bank or on any specific customer issues. I can confirm that this issue has been logged and we will follow our customer complaint procedures accordingly.

      Sincerely,

      Noelle B******
      Assistant Manager, Customer Relations
      Marketing

    • Initial Complaint

      Date:10/17/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 October 4, 2024, Marino C******** at the ******* ****** branch of Liberty Bank opened a deposit account in my name for an individual who stole my identity and now they won't close it or are delaying closure, even though a crime has have been committed and reports have been filed with the police and the ******* ***** **********. I've spoken to the C******** and three customer service representatives and supervisor Novan J. They refused to transfer me to their fraud department after I verified my identity over the phone. They asked me to come in to settle the matter in person, which is not feasible, as I live in *** **** ****, and just bad practice, because myself or any victim of identity theft could live anywhere and not necessarily a neighboring state. Upon my insistence and invoking a lawyer, Novan contacted the fraud department. They said I couldn't be transferred because those calls are not recorded. This makes no sense because she told me that the department would call me tomorrow, 10/17/2024. This *********** bank opened said account even though I'm not local, without doing their due diligence. It is now making it very difficult for me to correct their error, protect my identity and preserve my clean financial record. Please help, so that I do not have to spend a fortune on legal services.

      Business Response

      Date: 11/07/2024

      ******** ** **** ******* ********* ****** ******** ******* ***                                                                                  ** ****** **** ********* ** ***** ********** ******** **** *** **********
      Liberty Bank has read and reviewed the posting. In order to protect an individual’s confidentiality, it would be inappropriate and potentially illegal for us to comment directly with anyone regarding whether or not an individual is a customer of Liberty Bank or on any specific customer issues. Individuals are welcome to contact Liberty Bank directly at any time.

      Sincerely,

      Noelle B******
      Assistant Manager, Customer Relations
      Marketing

      Customer Answer

      Date: 11/08/2024


      Complaint: ********

      I am rejecting this response because: it appears Liberty Bank's marketing employee didn't even read my complaint. Another way the bank can get into legal trouble is by allowing anyone to open accounts in other people's names, then making it very difficult for the identity theft victim to protect themselves and close said accounts. I was on the verge of seeking legal counsel, but I insisted with a supervisor at their call center, probably the fifth person I spoke to there: after my mentioning getting a lawyer, she provided a solution, sending a notarized letter to the bank, which could have been suggested by the first costumer service rep a week prior.

      Sincerely,

      ****** *****

      Business Response

      Date: 11/08/2024

      ******** ** **** ******* ********* ****** ******** ******* ***                                                                                  ** ****** **** ********* ** ***** ********** ******** **** *** **********
      As previously mentioned, it would be inappropriate and potentially illegal for us to comment directly with anyone regarding whether or not an individual is a customer of Liberty Bank or on any specific customer issues. I can confirm that this issue has been logged and we will follow our customer complaint procedures accordingly.

      Sincerely,

      Noelle B******
      Assistant Manager, Customer Relations
      Marketing

    • Initial Complaint

      Date:12/06/2023

      Type:Billing Issues
      Status:
      Answered
      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 lost my job with only 2 days noticed because the entire company went under, less than a week ago. This shows that times are very hard right now. My complaint is about Liberty Bank corporate not my local branch as they are all wonderful people! I am upset because I overdrew my account but caught it same day and made transfer to cover it from my other liberty account and yet they still charge a 35.00 fee. I explained to online banking that I just lost my job and you would think there would be some understanding in that but nope! Many banks give a day grace I know JP Morgan Chase does. Also, so many other banks have done away with these ridiculous 35.00 fees. Please credit me back. I am human and I made an error and fixed it right away. Not the next day same day!

      Business Response

      Date: 01/03/2024

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

      Liberty Bank has read and reviewed the posting. In order to protect an individual’s confidentiality, it would be inappropriate and potentially illegal for us to comment directly with anyone regarding whether or not an individual is a customer of Liberty Bank or on any specific customer issues. Individuals are welcome to contact Liberty Bank directly at any time.

      Sincerely,

      Noelle W*******
      Assistant Manager, Customer Relations
      Marketing

    • Initial Complaint

      Date:11/14/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 a certificate of deposit at Liberty Bank. The terms of the account are 12 months. I am suppose to get a notice a month or so prior to the account being due to tell me that the account is coming due and asking if I would like to renew the CD. It is suppose to let me know the current interest rate being offered for the next year. I never received this notice so the account automatically was renewed for a term of 12 months. The interest rate at Liberty Bank is .03% and I can get an interest rate at another bank of 4% because of the rise in interest rates. This account is valued at 121,000 so the difference is significant. Liberty Bank did not send me the notice......I have another account with them and they have never notified me of the accounts being due. This is illegal.

      Business Response

      Date: 11/22/2022

      ******** *** **** ******* ********* ****** ******** ******* ***                                                                                  ** ****** **** ********* ** ***** ********** ******** **** *** **********
      Liberty Bank has read and reviewed the posting. In order to protect an individual’s confidentiality, it would be inappropriate and potentially illegal for us to comment directly with anyone regarding whether or not an individual is a customer of Liberty Bank or on any specific customer issues. Individuals are welcome to contact Liberty Bank directly at any time.

      Sincerely,

      Noelle W*******
      Customer Relations Coordinator
      Marketing

    • Initial Complaint

      Date:11/09/2022

      Type:Product Issues
      Status:
      Answered
      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 9/24/2022 my phone was hacked and information stolen from it. In the hack they were able to log in to my cashapp account that was not currently in use on my phone. In the morning of 9/25/2022 I logged into my banking account and found out that my bank issued debit card was used on cash app for 3 payments of 40, 100, and 300 dollars. I called liberty bank immediately to cancel the card and potentially have the payment reversed. As it was Sunday they could only cancel the card. I then downloaded cash app to find that my app was indeed hacked and I attempted to have them reverse all transactions since they flagged it as fraud. I called Monday 9/26/2022 to notify them of fraud and the hack of my phone. They issued a refund of the 440 dollars and it was under investigation. As of today Liberty Bank withdrew 440 dollars despite there being evidence of fraud on ******** end.

      Business Response

      Date: 11/10/2022

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

      Liberty Bank has read and reviewed the posting. In order to protect an individual’s confidentiality, it would be inappropriate and potentially illegal for us to comment directly with anyone regarding whether or not an individual is a customer of Liberty Bank or on any specific customer issues. Individuals are welcome to contact Liberty Bank directly at any time.

      Sincerely,

      Noelle W*******
      Assistant Manager, Customer Relations
      Marketing

    • Initial Complaint

      Date:10/27/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      The reason for this complaint is that there is no way for a customer to speak directly with Liberty Bank's Technical support team. Liberty relies on it's Customer Service people to resolve internet issues. This is well & good until there is something beyond the scope of their Customer Service people's knowledge. I currently have one such problem. So far I have been in to my local bank twice and on the telephone once with Customer Service trying to get the issue fixed. I have attached 3 screenshots so you can see what I see when I log in. The fourth screen shot is the email I get EVERY time. The first login is to be expected. Per the instructions of one of your customer service reps, I erase everything I& type in my User ID & password every time. The first login screen brings me to the second login screen. Once again, I fill it in. It brings me in to my account. Then….without fail…. I get the email attached. I can’t stress strongly enough it is EVERY time. This is not an occasional whoopsie I screwed up my password.

      Business Response

      Date: 11/10/2022

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

      Liberty Bank has read and reviewed the posting. In order to protect an individual’s confidentiality, it would be inappropriate and potentially illegal for us to comment directly with anyone regarding whether or not an individual is a customer of Liberty Bank or on any specific customer issues. Individuals are welcome to contact Liberty Bank directly at any time.

      Sincerely,

      Noelle W*******
      Customer Relations Coordinator
      Marketing

      Customer Answer

      Date: 11/11/2022


      Complaint: ********

      I am rejecting this response because:   There is no way for your customer service reps to help me as far as I can see.    I have tried 3 times & nobody I have spoken with has a way to resolve to problem.  Who exactly should I speak with about this problem that can actually help me?  

      Sincerely,

      **** *******

      Business Response

      Date: 11/22/2022

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

      Liberty Bank has read and reviewed the posting. In order to protect an individual’s confidentiality, it would be inappropriate and potentially illegal for us to comment directly with anyone regarding whether or not an individual is a customer of Liberty Bank or on any specific customer issues. Individuals are welcome to contact Liberty Bank directly at any time.

      Sincerely,

      Noelle W*******
      Customer Relations Coordinator
      Marketing

    • Initial Complaint

      Date:09/26/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Branch manager and associate lied and made promises to get me to open account and never followed through. Confirmed approval from branch manager that daily limits would be adjusted right away. Did not happen. Refused to fix. Refused to return calls after being told issues would be looked into regarding direct deposit. Closed account without ANY notification.

      Business Response

      Date: 09/26/2022

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

      Liberty Bank has read and reviewed the posting. In order to protect an individual’s confidentiality, it would be inappropriate and potentially illegal for us to comment directly with anyone regarding whether or not an individual is a customer of Liberty Bank or on any specific customer issues. Individuals are welcome to contact Liberty Bank directly at any time.

      Sincerely,

      Noelle W*******
      Customer Relations Coordinator
      Marketing

      Customer Answer

      Date: 09/27/2022


      Complaint: ********

      I am rejecting this response because: I've attempted to reach out for help numerous times and lied to about actions promised. Never received returned communications as promised. 

      Sincerely,

      Laura G*****

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