ComplaintsforStock Yards Bank and Trust Company

• Initial Complaint

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought 3 ***** **** * **** ****** and ask my bank to stop payment since it was still pending. Now it is in dispute but I have my SSA checks direct deposit to this stock yards bank but now I am told no more deposits will be sent to my bank until the 28th of may. I opened another account with **** ********* ****** ***** but social security told me they will be sending my checks to Stock Yards Bank until May 28th. I also have some many checks with stock yards bank and now they aren’t letting me bank there anymore. Please help me to get my refund of 1200.00 dollars and my direct deposits. I’m a widow and on a fixed income and this is just beyond me.

  

  Business response

  05/14/2024

  We began reviewing this concern on May 9. While the review is not complete, we have found the following: Since the customer stated that she authorized the transactions with ******, and that she received the gift cards that she purchased from ******* there is nothing to dispute here with the bank.  What she decided to do with the gift cards after the purchase is the customer’s responsibility.  It is a very common scam, and it is unfortunate that she fell victim to it, but the Bank is not liable in this situation. Stock Yards Bank takes fraud very seriously and consistently warns customers of fraudulent scams throughout the year. The customer will be notified by mail when the investigation is complete.  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I deposited $580 cash at the ATM in Shepherdsville on Saturday evening, April 20, 2024. There was a problem with the ATM, my money was taken but not deposited into my account, and I received a message to contact my financial institution. On Monday, April 22nd, I visited the Shepherdsville branch and explained. They said they would find it later in the week when they counted everything, & that it would take a couple of days after that for it to work through the fraud department. I was told my money should show up in my account by Friday, April 26. On Friday, April 26 at around 3:30 pm I contacted the Shepherdsville branch, be ause my money had bot shown up yet, & spoke with the same person who helped me when I visited the Shepherdsville branch on Monday. She said they found the $580 and that they were working on it. She said (again) that I should see my money by the end of the day. She also said she would call me back before the end of the day & let me know what was happening one way or the other. She did NOT call me back, and as of now, Saturday, April 27, 2024 ( a week after the ATM stole my money), I have still not received my money back. I have been very patient, but the bills are stacking up, and I am very disappointed. I need my money.

  

  Business response

  05/01/2024

  We apologize for this issue. We have credited the account for the missing deposit and interest on 4/29. We know this could be a stressful time and apologize for the inconvenience. Thank you for your patience.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a deposit at Stockyards Bank & Trust (SYBT) for more than $6,900, and received a receipt for the deposit. The deposit never showed up in my bank account. SYBT claims that one of their machines malfunctioned, and refuses to take responsibiity for the lost money. In other words, they have refused to reimburse me. I have a copy of the receipt which I can provide.

  

  Business response

  04/11/2024

  We apologize for this situation.  Stock Yards Bank received and researched the customer complaint. Due to the amount of time since the original deposit we are unable to reprocess those check items and have notified the customer of the need to obtain reissued checks.  

  Customer response

  04/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: As I indicated, these are not upstanding folks. They do not deny that I made the deposit (indeed, I have a receipt). They also do not deny that the mistake was made by them (they CLAIM that a machine malfunctioned). Although they normally maintain a digital copy of all transactions, they admit that they failed to do so in this case. As I indicated, and as their response confirms, they consider this to be my problem. I am in the process of moving funds elsewhere.

  Sincerely,
  
  ******* ******

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Background- There was an issue adding a payment source for ****** best offer program. I talked to customer service, and they had to create a support ticket to add my PayPal account using the default payment method. Instead without my authorization they opted to use the only bank account in my PayPal which was with Stock Yards Bank, and Trust. I never use this account, and it stays empty. After numerous overdrafts because of this, I talked to 2 different agents that supposedly made a support ticket, and "would make sure it was fixed". However it was still pulling out of the account I never authorized racking up fees. Calling **** was not any help so I removed the payment source entirely from my ******* and contacted the bank. Stock Yards should not have allowed any of the the transactions. My account has been opted out of overdraft protection per the overdraft protection act from the initial account opening. They are also denying me the agreed fraud/unauthorized charge protection agreed upon.

  

  Business response

  01/22/2024

  Please see the attached document for our response.
  

  Customer response

  01/24/2024

  
  Complaint: ********  
  I am rejecting this response because:

  That is 100% incorrect. I told your representative that these transactions were known. I DID NOT tell them that I authorized the payments on this account, and I didn't. AKA THES ARE UNAUTHORIZED CHARGES, as in this falls under the agreed protection from unauthorized charges. You can beat around the bush, and try your best to play semantic games. But bottom line you have not fulfilled your contractual obligation, and want to leave me on the hook for your failure to do so. Regardless, I have I fulfilled my due diligence repeatedly trying to resolve this issue with your bank, and am continuing to do so. The last time, before the amount was written off, I was talking to a worker that was trying to figure out a resolution with their supervisor. I never heard back from them, even after I called them back, and left a message. 
  Bottom line I would like to fairly resolve the issue. But you will not be running over me just because you think you can. Any reasonable attempt directly from your bank(not a third party) to discuss a resolution is welcome, and will be met in good faith. But I will not deal with the back, and forth of a collection agency. The one you assigned, Cash-Pro LLC has already been sent a cease, and desist notice. Any derogatory action by you that affects me negatively, will be met with the appropriate legal action. Including but not limited to compensation for legal fees, my time dealing with this issue, which is adding up quickly, and negligent infliction of emotional distress due to the stress endured dealing what should have been a cut, and dry issue.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This bank is one of this worst I have experienced. I had opened 2 savings accounts with another bank and was happy with their service. As soon as this bank merged with the original bank they began charging fees to my children's accounts. Without notice I might add. It was by chance that I discovered the accounts were showing a reduced amount when I viewed my online banking. They had taken $126 from each of my children's accounts. I immediately contacted the closest branch to inquire about the fees. They said another branch owned my account and I would have to get any credit from them. Today the Branch Manager, Daniel, called acting like he had no idea what I wanted. I re-explained the situation to him and said all he could do was credit one account 2 months. I am a small customer to them, but after today I will be no customer of theirs again. I plan to share this with everyone I know. WORST CUSTOMER SERVICE EVER!!

  

  Business response

  12/06/2023

  *** ****** is a customer Stock Yards Bank inherited during a merger with Commonwealth Bank (CBT). *** ****** said he opened two savings accounts at CBT 3 or 4 years ago.  He said he never uses the accounts or pays attention to them.   He also never looks at his statements.  He does not remember if Commonwealth Bank was charging a dormant account fee as he never looked.  About a month ago he did open a statement and saw the dormant fee.  He called a branch and was told they could not help him and that he needed to speak with the Highlands branch.  The person he spoke to said they would have the branch manager, ****** call him.  He never received a call so he reached back out to the Highlands branch.  He wanted all fees reversed and ****** told him he would waive 2 fees.  That did not make the client happy as he felt ****** was not caring to the issue by not refunding all of the fees and he did not remember getting a letter stating the accounts were dormant. 
  
  **** ******** an Area Manager for Stock Yards Bank, called and explained the letter would have come in an envelope from CBT and if he was not opening mail from the bank then he would not have seen it as it would have looked like one of the statements.  He understood that.  **** told him that she would waive 50 on each account.  *** ****** seemed appreciative.   

• Initial Complaint

  03/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My car loan was transferred to this bank so I unwillingly had to use them. My payments were automatically deducted monthly until the last month when they decided to stop automatically deducting without warning. I was not sent a bill or contacted in anyway. Today, I was contacted to collect the last months payment (which I gladly paid as owed) plus a late fee that the associate stated accrued after 15 days. Today is day 16. This clearly appears to be a scheme to collect late payments on loans. Had I been contacted or noticed in any way that my automatic payment would not be processed for the last payment this would have been avoided. However, this seems like a purposeful strategy. I asked the associate to have management contact me and have not been contacted further. I would avoid using this lender if at all possible and if you do not have a choice be wary of their deceptive practices at the end of the loan.

  

  Business response

  03/09/2023

  We apologize for this situation. This morning at 9:02 we emailed Mr. ******* to let him know we received his submission on our website. At 1:10 ******* ****** contacted him by phone.  Mr. ******* was very understanding of the situation. He was under the impression of having set his loan up for auto payment by ACH that it would continue to pull his payments until the loan was paid off. ******* apologized for the miscommunication in that matter but assured him that we will reverse that late charge today and get in touch with the ACH department to pull the remaining principal balance of $2.93 to get his loan paid off completely, which he agreed to.

  Once again, we apologize for the confusion. Please let us know if there is more we can do.

   

  Customer response

  03/12/2023

  
  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. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  04/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  stock yard and trust banks 24 hour banking phone numbers to cancel cards that have been hacked goes to banks that have nothing to do with stock yard banks so there for i have tried for 3 hours and got no were to cancel my debit card that was fraudrent used.

  

  Business response

  05/11/2022

  We have confirmed that the Stock Yards Bank 24 hour line was not hacked as Mr. ********* mentions below. Additionally, our team at the Morehead Flemingsburg Road branch spoke with Mr. ********* on the phone directly, and he let us know that his issues were resolved.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have attempted on multiple occasions to get them to send me a copy of my mortgage interest statement from 2021 and they simply don't reply to my emails. I need those statements ASAP.

  

  Business response

  02/14/2022

  Stock Yards Bank received one email from Mrs. ***** on Monday, February 7th at 6:30 p.m. Our customer service team responded via email and Mrs. ***** received the statements she requested on Tuesday the 8th at 10:05am. We can also confirm that this is no longer a Stock Yards Bank customer.

  Customer response

  02/14/2022

  They are lying! I sent the original request for the documents the afternoon of February 4 which were legally due January 29. On the 7th in the evening I still had no response, and I finally sent it again, this time CCing my loan officer who unlike almost everyone else at that bank is highly professional and responsive. It was only then that they had the documents to me the next day.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Stock Yard Bank and Trust is a joke they allow stuff to come threw your account or let others take your money and I also pay extra for my account to keep it secure and to have the OD repay I called today to see if I could get that again and they said I'm no longer allowed to have it I said if that is the case I want my money back. I have been there 5 years and now I'm getting screwed

  

  Business response

  11/22/2021

  Stock Yards Bank & Trust’s Response:

  Stock Yards Bank regrets that our customer had a negative experience and have taken steps to remedy any issues that arose from this experience.  Unfortunately, because the customer had multiple instances of overdraft, the overdraft privilege service referenced had been revoked, in keeping with the terms and conditions of the service.  In addition, the complaint referenced service charges for her Secure checking account and foreign ATM fees, both of which are part of the account she selected.  The customer can select a different type of checking account that would not result in service charges; however, the best way to avoid foreign ATM fees would be to utilize one of the many Stock Yards Bank & Trust located through the region.  Finally, we identified that there was a dispute over one transaction for $14.08, which the revoked overdraft privilege service did not cover.  We have subsequently reversed that charge and have credited the customer’s account accordingly.  Again, the bank regrets that the customer had a negative experience and encourage her to explore a checking account that would allow her to avoid monthly service fees.  We will be happy to help her through our customer service group or in any of our locations.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  beginning of August 2021, the loan officer ******* ********** offered me a reduced fixed rate as well as a reduced mortgage payment he told me that my first payment would be November 2021, I gathered all the necessary forms,my assets,list of my debts,etc. my refinancing was in process and it was supposed to be done my September 30,2021. Then come to find out ******* ********** was no longer working there, I started getting notices from my mortgage company ******** ******* **** that they did not get the payoff on my refinancing. I have called Commonwealth to see what is going off, I feel behind on my mortgage waiting on getting my refinancing it was like to was getting the run around I finally got in touch of the branch manager "*****" she told me to get with the head loan officer named "****" to reach out to .me to get this done....she gave me his. number...I called him several times...my messages were not returned...I finally got a letter that my refinancing was not approved...I wish I was notified sooner before Sept 30,2021 I would of continued paying my mortgage for Sept and October 2021 waiting on Commonwealth They was unprofessional on handling my refinancing, it caused me bitterness and anger emotional distress bad experience dealing

  

  Business response

  11/30/2021

  Response has been prepared by ******* ******** on behalf the Commonwealth Bank Mortgage Division:

  Loan was initially approved – subject to conditions – but we have to verify that the mortgage payments that are not reporting on credit report have been made timely before we close the loan. When we obtained information from ******** ******* ****oration, the loan payment was due for September which marked the payment as late – which then led to the denial on the loan. We were still collecting documents between initial approval date of 09/07/21 to 10/14/21, and were unaware of the delinquency until the updated mortgage payment history was obtained on 10/14/21.    

  Unfortunately, I was never made aware of any discussions the applicant had with ******* **********, as he is no longer employed by us. We do not know exact first payment dates until loan is ready to close, so appears this date was just an estimated date. Payments are always due on the first of the month, so the September payment should have been made at that time. During this time frame and due to the high volume of refinances, it is taking us about 45 days to process these applications.
  
  ******* ********
  

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