ComplaintsforCommunity Trust Bank - Pikeville

• Initial Complaint

  03/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am ready to privately sell my vehicle and called yesterday (March 9, 2023) to get the payoff amount and inquire how to pay the payoff in order to get a release of lien or some sort of document stating the lien was satisfied so that I could transfer ownership at the DMV and sell my vehicle to a person who does not live in my town and will be leaving Monday. I was told yesterday by the employee who answered that this was no problem and instructed me to pay the payoff via ******** ( a phone system in which you enter your bank account and routing number to make payment) and then email a signed letter stating that I would like my release of lien document emailed to me. I followed all instructions, paying the remaining $3,829.19 payoff from my checking account via ********, waited until today to ensure the money had been taken from my account, and then sent the email exactly as instructed. I followed up with a call - explained the situation and requested that they email it at their earliest convenience. Much to my surprise, I receive an email stating that unless the payoff was received by wire transfer, they cannot provide a release of lien or any document stating that I have satisfied the lien. I've called and explained that the error is not mine, but theirs, however they refuse to do anything to correct their mistake. Now - had I been told that yesterday (that I needed to complete the payoff via wire transfer) when I called the bank to ask for instructions on how to do this - I would have gladly gone to my bank and completed the payoff by wire transfer, however I was given erroneous instructions that have now cost me the $6,170.81 profit that I would have received for the sale of my vehicle. Now I've paid $3829.19 that Community Trust Bank has in their possession - in their account - that I cannot get back - and I also still have my vehicle - that I am not able to sell, thanks to an error on their part, that they refuse to make right.

  Customer response

  03/14/2023

  
  

   

  From: ***** ******* <********************>
  Date: Tue, Mar 14, 2023 at 12:06 AM
  Subject: Complaint ID ******** Resolved
  To: <******************>

   

  Hello, 

   I filed a complaint (complaint ID********* on 3/10/2023 in regards to Community Trust Bank in ********** ********. I continued to follow up with them in regards to my issue on Monday 3/13 and I was able to resolve the issue and get my needs met. I would like to close my complaint as my desired resolution has been achieved. Thank you!

   

   

  ***** **** *******, **** ***** ******

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

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

  
  
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have tried to close my bank account due to moving. I made a special trip to my hometown just to close the account. My account kept getting charged even though I switched over all my auto payments. Since “closing the account” one other payment was sent to my old account resulting in an overdraft of .89 cents. I got a letter threatening to send me to collections and report me. I called the bank asking what had happened since I closed the account. They informed me that it had not been closed. I am at a loss for what to do as I live hours away from a branch and made a special trip. The person I talked to at the bank repeated put me on hold without informing me he was going just “click” no one there was rude and told me “I do not know what to do”. I understand it is not this person at the bank’s fault (who answered the phone today) but even though I was frustrated his customer service was unacceptable. I am frustrated because this has happened to me 3 different times. I have heard other people have had similar issues with this bank. I just need to close my account but I get getting pushed from customer service to the local branch with no help or solution. I even asked to pay the balance by card over the phone since I live hours away and was told no I could not do that.

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