ComplaintsforCentral Bank of Kansas City

• Initial Complaint

  07/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am requesting a complete refund to my husband ****** ******s card.com credit card. in the total amount of $14573. On 5-15-23 for $7.95, on 5-19-23 for $68.89 and on 6-23-23 for $68.89 my husbands card was deducted for these amounts from ********* ********* ****. This was without either my husband’s nor my consent. We never received a product for these monies. We still to this day have no idea who ********* ********* ****. is. According to Card.Com the reason for our denial is “Based on our investigation, we have concluded no error occurred; therefore, no funds were be credited to your account and this matter is considered closed.” Sounds to me like they just are tired of paying out to customers who’s cards are being “hacked”. Might be time to boost up their online security systems. Card.Com furthermore closed my husband card and refuses to open another card. Seems like another example of poor customer service as well. I just want the refund we are owed of $145.73. My husband and I did not order a product, purchase a product, telephone or order online, so therefore a refund is in order. Thank you!

  Business response

  07/11/2023

  Hello,

  Please see CBKC's attached response in relation to this complaint.  

  ***** **** ******* 

  Business response

  07/11/2023

  *** ********* ******** ***** * *** *** ********   **** ****** ***************  On July 1, 2023* ******* **** ** ****** **** (CBKC) received notice regarding the above-referenced complaint filed by C******** ******** ***** with the Better Business Bureau (BBB).    Based on the complaint documentation, Mrs. ***** stated the following:  1. That her husband's card was used to make unauthorized transactions, and CARD.com did not complete a thorough investigation.  2. That her husband’s card was closed, and CARD.com refused to open a new card.  We have reviewed the complaint, and key findings are summarized below.  1. Mrs. ***** does not have a CARD.com Prepaid Mastercard® account issued by CBKC.   2. Mr. ***** has, on occasion, permitted Mrs. ***** to speak on his behalf regarding his account.  However, he has not provided CARD.com this permission as it relates to this complaint.   3. Since Mrs. ***** is not a cardholder on the account in question, we are unable to provide information to her without express authorization from the cardholder.   4. If Mrs. ***** has a notarized Power of Attorney, she can submit it via fax to ************ ** *** ***** ** ***************.  Should Mrs. ***** require any additional information, she may contact CARD.com directly at *************  CBKC sincerely apologizes for the frustration and inconvenience this matter may have caused.  We trust the information provided satisfies the inquiry and demonstrates that CBKC and CARD.com thoroughly investigated Mrs. ******* complaint.   Sincerely,   Central Bank of Kansas City  

  Customer response

  07/11/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because: It has nothing to do with wether I or my husband bring this to your attention. Card. Com allowed an unknown entity to access my husband’s card 3 times and when brought to their attention, they refused to return our funds. This is NOT customer service! My husband doesn’t work hard for his money to have it stolen by his own bank. Plus we never even received any products for this “alleged” purchase that we could try to return for a refund. So this all seems a bit suspicious to me. All we are asking is for is the rightful return of our monies please.
  
  ******** ********* ******** *****

  Business response

  07/13/2023

  Hello,

  Please see the attached response to the complainant's previous rejection.

  ***** **** ******* 

  Customer response

  07/13/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** ******* * ***** *** ******** ********** ** **** ******* ** ** * ********** ***** *** *** **** *********** * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  ******** ********* ******** *****

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 27, 2023, I contacted ******** ****** by phone to request a new U******** *****r card be sent to me at my mailing address on file. I was told the card would arrive in 7-10 business days. I never received this card. On May 15, 2023 I called ******** ****** again to report the card lost or never received, and I requested a new card be sent to the same address on file. I was told the card would arrive in 7-10 business days. On May 30, 2023, information on the ******** ****** mobile app stated the card would arrive by June 1, 3023. On June 2, 2023, I called ******** ****** card services to inquire about my new card and was told that ******** ****** accounts were closed as of May 31, 2023 and I would receive a check for the remaining balance via mail. I did not receive any communication that my account would be closed and I was charged on May 17, 2023, a card replacement fee of $5.00 for a card that I am convinced was never sent from the first time I requested a new card or the 2nd time I requested a new card. Although this is a small amount of money ($5.00), I do not believe I should have been charged for something I never received because I am sure it was never sent to begin with. I have no way to prove it was never sent, but I would like ******** ****** to prove it was sent or refund me the $5.00.

  Business response

  06/06/2023

  Hello,

  Please see the attached documents in response to this complaint.  The attached items include the Bank's response letter and a notice that was mailed to all ******** ****** cardholders. 

  Thank you,

  ******* 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  4/20/23 I was in a concert notice that my card was getting charged called the bank to advise not to allow the transactions, I did not do any of the transactions bank would not help me, I advise them I thought my card was duplicated no way I could have been at that location when I was in a concert. They will not allow me to dispute will not look more to the case now I am out my money for rent and car payment. This by far the worst financial institution I have ever dealt with.

  Business response

  05/16/2023

  On May 5, 2023, Central Bank of Kansas City (CBKC) received notice regarding the above-referenced
  complaint filed by ****** ****** with the Better Business Bureau (BBB).
  **. ****** has a ******** ******** ******* **********® issued by CBKC. Based on the complaint
  documentation, **. ****** stated the following:
  1. Her card was fraudulently used while she was at a concert and reiterated that she did not make
  those charges. In addition, **. ****** stated that she called the bank and was told that the
  bank would not look at the transactions. Due to the unauthorized charges, she was unable to
  pay her bills and would like the money returned back to the account.
  We have reviewed **. ******’s account history during the time in question. Key findings are
  summarized below.
  1. **. ****** contacted customer service on April 20, 2023, to report unauthorized
  transactions on her card. The customer service representative correctly informed **.
  ****** that the transactions were unable to be disputed at that time, as the transactions
  were still pending, and that the charges needed to settle prior to filing a dispute. **.
  *****’s card was blocked from further unauthorized transactions, and a new card was
  reissued.
  2. **. ****** contacted customer service on April 21, 2023, to dispute the unauthorized
  transactions, and **. ****** was advised that the transactions were still pending and to
  call back when the transactions had settled. The customer service representative also
  informed **. ****** that her card was blocked, a new card was issued, and to please wait
  7 to 10 business days for the arrival of the new card.
  3. On April 23, 2023, she called back in, and the transactions had settled. A claim was opened
  for 2 unauthorized transactions totaling $406.00.
  4. The claim was finalized within 10 business days on May 4, 2023. The results of the
  investigation were not found in **. ******** favor, and credit was not applied. A final letter
  was sent to **. ****** on May 4, 2023, communicating the results of the investigation.
  5. If **. ****** would like to request a copy of the documents that were used to determine
  the outcome of the investigation, she may call the customer service number listed on the
  back of her card and request a copy of the documentation.
  6. **. ****** can appeal the result of this investigation if she can provide new, additional
  information not relied upon during the initial investigation. She may contact the customer
  service number listed on the back of her card to provide this information.
  CBKC sincerely apologizes for the frustration and inconvenience this matter has caused *** ******. We
  trust the information provided satisfies the inquiry and demonstrates that CBKC and ********
  thoroughly investigated this complaint.
  Sincerely,
  Central Bank of Kansas City

  Customer response

  05/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because:
  Regards,
  
  ****** ******

• Initial Complaint

  05/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I check my account Friday April 28th at almost 10:00 PM I seen all that I was being charged an insufficient funds fee and there's no way I should be charged an insufficient funds fee as bc I had money to cover my transactions. I also have attached a picture of the deposits and it stated that I got a deposit of $1347.70 on April 28th and then on the same day April 28th it shows I have an insufficient funds charge of $32. But it states my balance was $1458.77 that leaves $111.07 in the positive after the insufficient funds fee. Also, I had been checking my account a couple of times that day and I was not over-drafted at all until that evening and I feel like the system manipulates the transactions to make it seem like you're over-drafting and in order for the bank to receive money and I want my $32 back. The screenshot I attached was taken on 4/28/23 at 9:52pm. Thank you!

  Business response

  05/05/2023

  On May 1, 2023, Central Bank of Kansas City (CBKC) received notice regarding the above-referenced
  complaint filed by Antonia ******* with the Better Business Bureau (BBB).
  Ms. ******* has a *** ******* (the “Account”) with CBKC. Based on the complaint documentation,
  Ms. ******* stated the following:
  1. She received an insufficient funds fee on April 28, 2023, even though she received a direct
  deposit on the same day and had funds to cover the charge. She provided a screenshot of her
  account showing the deposit and the NSF fee.
  We have reviewed Ms. *******’s account history during the time in question. Key findings are
  summarized below.
  1. On Saturday, April 29, 2023, Ms. ******* sent a message through the online banking chat
  portal to inquire about an insufficient funds fee that had been assessed on her account. On
  Monday, May 1, 2023, a CBKC representative responded to Ms. *******’s question to explain
  why the insufficient funds fee had been charged. After reviewing the information in full and
  identifying where the confusion came from, the CBKC representative refunded the insufficient
  funds fee for Ms. *******.
  CBKC sincerely apologizes for the frustration and inconvenience this matter has caused Ms. *******.
  We trust the information provided satisfies the inquiry and demonstrates that CBKC thoroughly
  investigated this complaint.
  

• Initial Complaint

  04/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Get an email saying suspected fraudulent charges on account and to call them. Knew it wasn't fraud, tell them to close case. They say they will call back 15 minutes. They never call back. They didn't close case and locked my card. Caused multiple bills to be late. Still won't complete transfer to ****** even though they would quite gladly receive money from ******. Still can't pay bills because no bills will accept their card/bank. (Now I can see why.) Still can't move money. Money is stuck with them, of course. Considering making the drive to get money out of there but it is stuck in transition as of yet.

  Business response

  05/04/2023

  On April 21, 2023, Central Bank of Kansas City (CBKC) received notice regarding the above-referenced complaint
  filed by ***** ***** with the Better Business Bureau (BBB).
  Ms. ***** has a ******** ***** ******* **** Account (the “Account”) issued by CBKC. Based on the complaint
  documentation, Ms. ***** stated the following:
  1. She was unable to access the funds in her account due to a block on the account, which caused her bills
  to be late. In addition, she also stated that ******** was to call her back with an update and never called
  her back.
  We have reviewed Ms. *****’s account history during the time in question. Key findings are summarized below.
  1. On April 20, 2023, ******** temporarily blocked Ms. *****’s account. An outbound call was attempted
  by ******** to Ms. *****; however, they were not successful in reaching her as the phone number on
  record is not in service. The ******** team sent Ms. ***** a follow up email on April 21, 2023, requesting
  verification documents, such as a Driver’s License, and a copy of her ****** statement.
  2. On the same day, Ms. ***** responded to the email with a copy of her Oklahoma driver's license and a
  ****** statement. The ******** team reviewed the provided documentation and removed the block on
  her account. A confirmation email of this action was sent to Ms. *****.
  3. After review of Ms. *****’s account history, she has been successful in transferring her funds without
  any further concerns.
  CBKC sincerely apologizes for the frustration and inconvenience this matter has caused Ms. *****. We trust the
  information provided satisfies the inquiry and demonstrates that CBKC and ******** thoroughly investigated this
  complaint.
  Sincerely,
  Central Bank of Kansas City

  Customer response

  05/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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.
  Regards,
  
  ***** ****

• Initial Complaint

  04/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened a deposit account; ******** ******, Central BANK OF Kansas City, when I applied for a tile loan through Title max. On March 3rd, 2023 nine fraudulent electronic withdrawals posted to my ******** ****** account for the amount of $135.00 to a proxy in Hong Kong a total of $945.95. I called ******** ****** and was transferred to the dispute department. After explaining that the charges were not authorized by me, they stated I could not dispute them until the charges went from pending to processed. In the meantime they would send me a new debit card. I called ******** ****** back on March 7th, 2023 when all the fraudulent withdrawals were posted and final in my account. After being transferred to the dispute dept, I was told they would email me a form in the next 48hrs to fill out for each dispute and fax back to them. March 9th, 2023 I received the form via email along with a email stating my account was to close on a May 31, 2023. March 10th, 2023 I faxed each dispute form back to ******** ****** and called to confirm they were received. Upon confirmation I was told they would have a decision by March 17, 2023. March 20th, 2023 I called ******** ****** about the dispute since I had not heard from them and was told the disputes were denied and no error was found and all decisions were final. No other information would be given and to wait for a letter explaining in the mail. I asked to appeal the decision and was told no appeals are offered the decision is final. I requested the documents used to make the decision and still have not received them nor the new debit card. I asked to close my account and was told I needed to pay the negative $316 balance before they could close the account. March 30th, 2023 I received a letter stating ******** had a breach of data and my information was part of the breach. The very company my debit card was through, had denied my dispute, and were responsible for the data breach! I’m absolutely appalled by the negligence to my situation.

  Business response

  04/19/2023

  On April 9, 2023, Central Bank of Kansas City (CBKC) received notice regarding the above referenced
  complaint filed by ****** ****** with the Better Business Bureau (BBB).
  Ms. ****** has a ******** ******** ****** Deposit Account (the “Account”) issued by CBKC. Based
  on the complaint documentation, Ms. ****** stated the following:
  1. That she had unauthorized transactions occur on her account from a merchant in Hong Kong.
  She disputed the transactions and was told that she would have a decision by March 17, 2023.
  On March 16, 2023, a final letter was sent to her stating the investigation found no error
  occurred, but no additional information was provided to her. Ms. ****** states she requested
  the documents used in the investigation and asked to appeal the decision. She claims she was
  informed that no appeals are allowed and would need to pay the negative balance on her
  account and requested to close her account. On March 30, 2023, she received a letter from
  ******** stating there was a data breach, and her information was part of the breach. She is
  requesting a refund of the disputed transactions.
  We have reviewed Ms. ******’s account history during the time in question. Key findings are
  summarized below.
  1. A claim was opened during the first contact by Ms. ****** on March 3, 2023, after the
  transactions had settled, for several unauthorized transactions totaling $945.95. The claim was
  finalized within timeframes on March 16, 2023, and the result of the investigation was not
  found in Ms. ******’s favor and final credit was not applied.
  2. A final letter was sent to Ms. ****** on March 16, 2023, communicating the results of the
  investigation. If Ms. ****** is able to provide additional information that was not previously
  relied upon during the investigation, she is able to appeal the result of the investigation. Please
  contact the ******** ******** ****** Customer Service toll-free at ***************
  3. The investigation team has not received an inquiry either verbally or written from Ms. ******
  to provide a copy of the documents that were used to determine the outcome of the
  investigation. As a result of Ms. ******’s BBB inquiry, we have made a request on her behalf
  to provide the documentation. Please allow 7-10 business days for receipt of the documents,
  if documents are not received within that timeframe, please contact ******** ******** ******
  Customer Service toll-free at ***************
  4. On February 13, 2023, ******** detected suspicious activity on its systems and promptly took
  action to remedy the exposure and investigate the incident. ******** immediately began
  working with global forensic cybersecurity experts and the FBI, which determined there was
  unauthorized access by an outside individual who may have obtained certain types of
  information potentially relating to ******** customers.
  5. ******** is working diligently to communicate with all potentially impacted individuals and will
  be providing free credit monitoring and identity protection services through ******** to those
  who wish to enroll. Affected individuals will receive a notification letter and a Reference Guide
  with instructions on enrolling in the complimentary services. The privacy and security of your
  personal information is important, and ******** continues to assess the impact of this
  unlawful entry. ******** is committed to supporting all individuals affected by this incident
  and is taking steps to prevent any similar incident in the future.
  6. Specifically, about Ms. ******'s account, ******** did not find any evidence to support that
  those charges made in Hong Kong on March 3, 2023, are affiliated with the Data Breach event
  detected on February 13, 2023. However, as previously stated, we encourage Ms. ****** to
  call to provide additional information regarding the charges totaling $945.95.
  7. On March 22, 2023, per Ms. ******’s request, her ******** ******** ****** account was closed.
  CBKC sincerely apologizes for the frustration and inconvenience this matter has caused Ms. ******.
  We trust the information provided satisfies the inquiry and demonstrates that CBKC and ********
  thoroughly investigated this complaint

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I get a letter of account closure for my ************** deposit account on March 25, 2023. I have been using this card for a good while and i have direct deposit with my employer.I called customer service and they cannot give me an answer as to why my account has been closed.I really liked the features of this account so i am amazed that they just close it for no reason. I will have to change my direct deposit with my employer due to this....my paycheck will probably be in a mess due to this being the end of the pay period.This is incredible and i deserve an answer as to why.

  Business response

  03/29/2023

  On March 25, 2023, Central Bank of Kansas City (CBKC) received notice regarding the above
  referenced complaint filed by **** ********* with the Better Business Bureau (BBB).
  
  Mr. ********* has a ******** ******** ****** ******* Account (the “Account”) issued by CBKC.
  Based on the complaint documentation, Mr. ********* stated the following:
  
  1. That he is a current customer and received a letter that his account will be closed. Mr.
  ********* expressed concerns that he will need to change his direct deposit information and
  would like a reason why his account is being closed.
  
  We have reviewed Mr. *********’s account history during the time in question. Key findings are
  summarized below.
  1. CBKC and ******** Universe Silver will be discontinuing their relationship as of May 31, 2023.
  We have provided a copy of the notice of Deposit Account and Card Closure for his reference.
  CBKC sincerely apologizes for the frustration and inconvenience this matter has caused Mr.
  *********. We trust the information provided satisfies the inquiry and demonstrates that CBKC and
  ******** thoroughly investigated this complaint.
  Sincerely,
  Central Bank of Kansas City

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 20, 2022, On the above date, my paycheck in the amount of $1,003 was redirected from my account to an account at Central bank of Kansas without my authorization. I work with the US postal service. I found out that the employee portal was hacked and bank information was changed. I have already taken this up with my accounting department and they have already sent letters to the bank notifying them of the fraud. The response from the bank is that the account in question had insufficient funds so they would not be sending the money back to the postal service as requested. As the postal service accounting department has informed me that they are unable to force the bank to return the money, I'm not at a loss. What I don't understand is how the bank can freely charge people fees and such even if their account is negative, but they can't recoup stolen money that was put into an account through fraud. It has been 4 months I am at the point where I am demanding a resolution before I am forced to seek legal action against the bank. $1,003 is what was stolen, and I want that money sent back.

  Business response

  03/29/2023

  On March 22, 2023, Central Bank of Kansas City (CBKC) received notice regarding the above
  referenced complaint filed by ******* ******* with the Better Business Bureau (BBB).
  *** ******* appears to have had a ******** *** ***** **** (the “Card” and “Account”)
  issued by CBKC opened in his name; however, based on the complaint documentation, *** ******* stated the following:
  1. That he is a USPS employee who was hacked and his bank information changed,
  which resulted in his direct deposit being redirected to a CBKC account. *** *******
  has already contacted his employer and was informed that the USPS cannot recoup
  the funds. This concern has been going on for 4 months and *** ******* would like
  his funds returned to him before he needs to take any further legal action.
  We have reviewed *** *******’s account history during the time in question. Key findings
  are summarized below.
  1. An account was successfully opened in *** *******’s name on December 9, 2022,
  and a deposit was received on December 20, 2022, in the amount of $1,000.42.
  2. One transaction was subsequently completed on December 24, 2022, for an ***** *** purchase in the amount of $1,000.00.
  3. A Letter of Indemnification from USPS was received on December 28, 2022, and a
  response was made on January 11, 2023. The response alerted USPS that
  nonsufficient funds remained on the card and therefore no funds would be sent back.
  4. The account is now closed.
  5. The USPS has provided information regarding next steps to take for employees that
  have been financially impacted by this breach. For further assistance, *** *******
  should contact the following sources:
  USPS Accounting Help Desk: ************
  US Postal Inspection Service Cyber Crimes Unit: **************
  CBKC sincerely apologizes for the frustration and inconvenience this matter has caused *** *******. We trust the information provided satisfies the inquiry and demonstrates that CBKC
  and ******** thoroughly investigated this complaint.
  Sincerely,
  Central Bank of Kansas City

  Customer response

  03/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because: I have already contacted Inspection Services, and they are investigating this further. I reject this response, because I question how is it that a card was opened in my name without my needed information or any verification on the banks part to protect against fraud. The fact that the bank was notified that the account was fraudulent and chooses to do nothing about it is also unacceptable. 
  

  Regards,
  ******* *******

  Business response

  03/29/2023

  On March 29, 2023, Central Bank of Kansas City (CBKC) received additional notice regarding the above referenced complaint filed by ******* ******* with the Better Business Bureau
  (BBB), as *** ******* rejected CBKC’s previous response.  Based on the complaint documentation, *** ******* stated the following:
  1. That he has rejected the response from CBKC on March 29, 2023, as he has been in
  contact with the Inspection Services with the USPS. In addition, *** ******* is also
  questioning how a card was opened in his name without authorization, and the bank
  was notified of the fraudulent card and has done nothing about it.
  We have reviewed *** ********* account history during the time in question. Key findings
  are summarized below.
  1. A response was provided to the BBB on March 29, 2023, which provided important
  account information about the account in question and the next steps *** *******
  should take with the USPS for resolution. A copy of this previous response has been
  provided for the BBB’s record.
  2. The USPS has provided information regarding next steps to take for employees that
  have been financially impacted by this breach. For further assistance, *** *******
  should contact the following sources:
  USPS Accounting Help Desk: ************
  US Postal Inspection Service Cyber Crimes Unit: **************
  CBKC sincerely apologizes for the frustration and inconvenience this matter has caused ***
  *******. We trust the information provided satisfies the inquiry and demonstrates that CBKC
  and ******** thoroughly investigated this complaint.
  Sincerely,
  Central Bank of Kansas City
  

  Customer response

  03/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 19631683, I'm not happy with the response, but I know it isn't going to get me anywhere. Therefore its pointless I basically worked 2 weeks for free and no one cares because its not their money. I will accept the response so BBB can close the file. But I am in no way satisfied with the response from **** or ****
  Regards,
  
  ******* *******

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Universe silver has froze my account do to the opinion and unknown facts if I use my account for business purposes. Without asking or questioning me first, there for I have 2 bills that are late and I have to pay penalties to. Not to mention the embarrassment of my card being declined while trying to use it. Not one transaction led to the question of the account being used for business for one I do not own a business and two I do not have deposits from various people or companies.

  Business response

  03/01/2023

  Dear Bureau Representative,
  On February 22, 2023, Central Bank of Kansas City (CBKC) received notice regarding the above-
  referenced complaint filed by ****** ******** with the Better Business Bureau (BBB).
  *** ******** has a ******** ******** ******** Deposit Account (the “Account”) issued by CBKC. Based
  on the complaint documentation, *** ******** stated the following:
  1. *** ********’s card was frozen by ********, and he was not provided with the reasons why his
  card was frozen. Due to his card being frozen, he was not able to transact on his card, which led
  to declined transactions.
  We have reviewed *** ********’s account history during the time in question. Key findings are
  summarized below.
  1. On February 6, a letter was sent to *** ******** requesting him to contact ********
  regarding his transaction history and informing him that if no response was received by
  February 13, his account would be suspended.
  2. No response was received by February 13, and the account was suspended. An additional
  letter was sent to *** ******** on February 13 informing him that ******** again requested
  contact from him regarding his transaction history and that if no response was received by
  February 20, his account would be closed.
  3. No response was received by February 20. To ensure *** ******** was aware his account
  was subject to closure, an outbound call was made to *** ********. No answer was
  received. However, *** ******** called back on the same day stating his account was
  locked and that he needed to use it. *** ******** provided the requested transaction
  information to ********.
  4. As the requested information was received, *** ********’s account was reactivated on
  February 22. He has since transacted on his account without any further concerns. If *** ******** has any additional questions or concerns, he can contact Customer Service at the
  number listed on the back of his card.
  CBKC sincerely apologizes for the frustration and inconvenience this matter may have caused *** ********. We trust the information provided satisfies the inquiry and demonstrates that CKBC and
  ******** thoroughly investigated the ****** ******** complaint.
  

• Initial Complaint

  01/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I work for **** as a Mail hander. Our post office portal was hacked nationwide. I realized my ******** portal was hack on 1/4/23. Hackers went in and changed my net to bank from **** ******* ****** ***** to Central Bank of Kansas City account # *************, routing # ********* fraudulently. I did reach out to the bank upon receiving a debit card issued in my name which I didn’t apply for. I was told that *** visa was one of there prepaid cards to reach out to the prepaid department. I was speaking to a representative and we got disconnected so I continue to call back. Seem like my number got blocked. The post office stated “they won’t release funds back to me until they receive them back from the bank”. My net to bank should have been $953.95! I received a email from **** on 01/21/23 stating the bank where my funds was sent to was empty and the bank wasn’t giving me my money back. I made a police report with ******** police department ******** which they told me to file a complaint with the BBB. Can you please help me? I just want my money back that was stolen.

  Business response

  02/02/2023

  On January 23, 2023, Central Bank of Kansas City (CBKC) received notice regarding the above-
  referenced complaint filed by ******* ***** with the Better Business Bureau (BBB).
  *** ***** appears to have successfully opened a *** Visa® Card (the “Card” and “Account”)
  issued by CBKC; however, based on the complaint documentation, *** ***** stated the
  following:
  1. *** ***** stated that the **** employee portal was hacked, resulting in someone
  obtaining her sensitive information and fraudulently opening the account in
  question. Her employee portal was then accessed and an unauthorized update to her
  direct deposit information was made. The update consisted of changing the receiving
  bank information from her account with **** ******* ****** ***** to an account
  with CBKC. She has filed a police report; however, the police suggested that she also
  file a complaint with the BBB.
  We have reviewed *** *****’ account history during the time in question. Key findings are
  summarized below.
  1. An account was successfully opened in *** *****’ name on December 28, 2022. The
  deposit was received January 3, 2023, in the amount of $953.95. Two transactions
  were subsequently completed on January 5, 2023, to the Apple Store for $953.00 and
  $0.95, respectively. A Letter of Indemnification from **** was received on January
  7, 2023, and a response was made on January 18, 2023. The response alerted ****
  that no funds remained on the card and therefore no funds would be sent back.
  The account is now closed, and *** ***** was informed she would need to go back
  to her employer for further assistance.
  CBKC sincerely apologizes for the frustration and inconvenience this matter may have caused
  *** *****. We trust the information provided satisfies the inquiry and demonstrates that
  CKBC and ******** thoroughly investigated the ******* ***** complaint.
  Sincerely,
  Central Bank of Kansas City

  Customer response

  02/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because:  My money was sent to Central bank of Kansas fraudulently. The bank is telling me who they sent the money to but won’t return my funds. I didn’t apply for a debit card with this bank. Someone should be held accountable for my funds. Clearly the money won’t be on the card if hackers hacked my portal. All I want is my money back.
  

  Regards,
  ******* *****

  Business response

  02/07/2023

  Good Afternoon,  We have been in contact with the ***** included in the final response is the ****'s contact information that *** ***** should use to get additional information.

   Thank you.

  Customer response

  02/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  
  I am rejecting this response because:
  

  I’ve been in contact with USPS accounting services as well. Attached is how accounting service is responding to my fraudulent claim. Until Central bank of Kansas City release my funds, **** are not refunding payroll checks to employees effected by this hack. This is ridiculous!
  

  Regards,
  ******* *****

*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. ↩