ComplaintsforNBKC Bank

• Initial Complaint

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a business account with NBKC under the name GovShop. I am being harassed by Pe**** **** who works Fraud Risk Department. She is Racist Against Black Business Owners and I want her investigated immediately. She has threatened me and now all of a sudden my Business Account is not accessible.

  Business response

  06/12/2024

  Hello, we would like to request that this complaint has been removed, as it appears that is in fact a case of business identity theft. We have several pieces of evidence we can provide to support the bank taking appropriate steps to discontinue the banking relationship with this individual. Please let me know what else would be needed on our side to have this complaint removed from our account. Thank you.

   

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

  Business response

  06/12/2024

  We’re sorry to hear that you didn’t have a positive experience with us. We’ve reviewed your account as well as the customer support interactions and confirmed that the bank took appropriate steps based on the transactions that were being attempted. The account has been closed and we have elected to discontinue our banking relationship with you.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened a checking account with NBKC bank January 2024. I had my tax return deposited and planned to use the account for savings because it gains interest. I logged into my account may 20024 and the funds were gone. I promptly reported my card stolen, contacted the bank to dispute the transactions and drove to Dayton oh to file a police report because thats where the person whom uses my card lives. I submitted.name.and police report number to NBKC bank. After ten days NBKC bank denied my dispute and I am unable to pursue charges on the person whom used my funds since they denied the dispute. I informed NBKC bank of this days ago and I have not gotten a response. The charges that were made were not locations I had shopped before, and many were in another state.

  Business response

  05/28/2024

  Thank you for contacting us. We did open a dispute on the transactions to stated were unauthorized and upon completion of our investigation determined that the transactions were authorized. We sent letters to the address we had on file and that you provided to us when your account was opened. If you did not receive copies of the letters and would like to obtain a new copy, please contact us directly.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  NBKC bank insists I owe them money, despite never having had any banking ties with them. Despite reassurances from their Customer Service representatives, I keep receiving letters stating the debt. My attempts to resolve this through email with their 'research department' have been futile, as it seems to be outsourced. Strangely, I was directed to the South Carolina Federal Credit Union to resolve the matter, not NBKC. Additionally, the 'research department' has provided varying amounts owed and conflicting dates, adding to the confusion.

  Business response

  05/10/2024

  We apologize for the confusion. Thank you for speaking with a member of our team this week. We have been in touch with our servicer, and they will follow up upon resolution as soon as possible.

  Customer response

  05/19/2024

   
  Complaint: ********
  
  I am rejecting this response because: A team member from nbkc bank initially reached out to me and has not provided additional details when I have inquired into the situation. 
  
  Sincerely,
  
  ***** ******

  Business response

  05/30/2024

  Please see attached which addresses the repayment of funds. Thank you.

• Initial Complaint

  04/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Worst bank ever, they closed my account because I chose to help my employees out if they were ever behind on bills etc… I received a phone call from a rude employee of NBKC bank 04/25/2024 asking crazy questions regarding who I’m apple paying money too etc which is none of their damn business in the first place. I was truthful and told him I help my employees out from time to time if they’re behind on bills etc.. He then proceeded to say I can’t use my personal account for business matters which clearly he couldn’t hear nor comprehend what I was telling him. Next thing you know I get an email the next day stating my account is being closed. I DO NOT RECOMMEND THIS BANK TO ANYONE especially if you’re a person of color. They are very prejudice and it shows. They definitely need to be looked into for Malpractice.

  Business response

  04/29/2024

  We apologize for your experience. The account was overdrawn more than five times in the first month. After a review of your account, we elected to close at our discretion under the terms of your Deposit Account Agreement.

  Customer response

  04/29/2024

   
  Complaint: ********
  
  I am rejecting this response because:    My account was overdrawn no more than twice and when he asked about it, I got it up to date that day.  Post documentation that my account was overdrawn more than five times in the first month. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My new account was suddenly put on "hold" due to an ACH Return. However, the ACH deposits that occurred came from NBKC and was originated so I could link an external account. These were test deposits sent from NBKC to my ******** account for 0.47 and 0.2 on 3/25/2024. I was given no notice of any kind. Not an email, text or phone call. Half my paycheck is scheduled to go into this account, which while not closed, I cannot access my money. This is outrageous behavior, not only for the complete lack of communication, but also due to the fact that the Supervisor I spoke with (**** who did his best to help) stated on a phone call I had on 3/27/2024 that he could not even see that these test deposits had been sent. This bank is effectively stealing half my check for an indeterminate amount of time while they review something that they did. I've attached proof of these test deposits, which I also sent via email to the bank on 3/27/2024.

  Business response

  04/03/2024

  Thank you for voicing your concern and we were glad that we could connect with you about this issue, if you have any questions in the future please reach out to us at *************

  Customer response

  04/03/2024

   
  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. They reached out to me personally and were very apologetic regarding the issue. They corrected the issue, assured me it would not take place again, and I regained access to my account within minutes of the call. I have decided to continue to use NBKC, based off their professional and empathetic response.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  NBKC continues to advertise that Business Checking includes the ability to make cash deposits. After I opened a business checking account with NBKC, i soon learned that at least in San Antonio Texas - I do not have the ability to make cash deposits. Its not like I'm in a small town. I escalated the issue to NBKC, who initially tried to indicate this was an issue with their ATM provider ********** However, the ********* ATM I accessed (both of them) had the capability to receive cash deposits. Its only when I use my NBKC Business Debit card that I do not get the option to make a cash deposit. I am trying to manage my business and its jumping through hoops to get money into my account!! Firstly, I just want it fixed. Prioritize this work to make sure that you can keep your promise to your customers. Make the coding and digital changes necessary to enable customers to make cash deposits!! Secondly, stop with the false advertising until you get this fixed.

  Business response

  03/13/2024

  We truly apologize for this inconvenience.  Thank you for letting us know about this situation of not being able to make cash deposits when using your nbkc business debit card at San Antonio ATMs.  I’m glad you were able to talk with ****** ***** our Customer Experience Team Manager, earlier this week and arrive at a temporary solution.  As discussed, we are exploring a new ATM network partner that would provide our customers with additional ATM options as a longer-term solution. 
  
  In the meantime, you may continue to deposit your cash at a different financial institution (USAA) and transfer the funds to your nbkc bank account.  An alternative solution is you purchasing money orders or cashier checks as a way to deposit your cash.  We will plan to reimburse you for the cost of those money orders or cashier checks after we receive those receipts.  Again, we recognize that neither of these options are long-term solutions, but appreciate you bringing this situation to light with us and working with us on this temporary solutions.  Please let us know if we can be of further help.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened a business account with this bank last year around September 2023, I received the debit cards and used them towards my business needs . Made a few deposits. in November I had to file a claim for funds being unauthorized, upon doing so I speak to this rep who is now telling me I didn’t submit my documents. SO she asked me to email them . She gives me the wrong email several times upon making her aware of this, she ignores me and never responds again. No where in our conversation does she tell me the status of my account has changed to closed no where is there an email postal letter or voicemail stating my business account is closed for failure to submit documents until today when I filed a complaint with the bank direct. I have payments that I can not cash because of this issue, I tried to reach back out and was told today the account is closed but they still replied to me as a customer. At this point this is causing me liability and hardships not being able to pay my bills I would like for this matter to be resolved , I am a legit business and I provided that info to them in the opening of this account all errors and issues are on their end and some Justice needs to be handed out.

  Business response

  02/23/2024

  ******, we apologize for any inconvenience you may have experienced. Our team attempted to reach out regarding this situation but were unable to make contact. At that point, the decision was made to move forward with closure. 

  Customer response

  02/23/2024

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

  The documented proof has not been submitted as requested. One fact is they used the wrong phone number there is no postal notice email of any sort. This matter will be escalated to the proper enforcement agency.
  
  Sincerely,

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

  Business response

  02/28/2024

  We are sorry to hear that you had a negative experience with our services. We wanted to let you know that we attempted to contact you via email and phone to discuss the additional information needed for your business account multiple times. Ultimately, we never received a response from you, which led us to close your account. Our Online Branch Manager recently reached out to you and left you a detailed voicemail. We understand that you may have concerns about the closure of your account and would be happy to discuss with you. Regarding your dispute, our records indicate that the dispute was made in your favor, and you were provided credit for the unauthorized transactions and a cashier’s check was mailed to you with the remaining balance in your account at the time of closure.

  Customer response

  02/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: they have not proof of contacting me now I will go to the regulators over them to get a satisfactory solution. from the comptroller. The representative at their bank is dishonest. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  01/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The 2024 escrow analysis for my loan 1501256133 was incorrectly calculated resulting in an increase in mortgage payment of roughly $500. This is quite frankly unacceptable and should have been flagged immediately for inconsistencies with the current tax year. I spoke with a representative on on 12/11/23 explaining the discrepancy and was asked to email copies of my 2023 bills to [email protected] to have a corrected analysis performed. Attached is the information provided. The primary issue is the city tax estimate of $4,291.68, which appears to simply be a near duplicate of the school tax estimate. City taxes for the last three years equaled $823.15/year. The combined property tax estimate should be $4,737.66 (school and fire prevention) + $823.15 (city tax) equaling $5,560.81. Combined with the homeowners insurance premium of $2,205, the total 2024 escrow disbursement should equal $7,765.81. That results in a monthly escrow payment of $647.15. Currently, you have me paying $936.20 + $193.03 overage equaling $1,145.32. That's an additional $498.16 a month. I waited a couple of weeks with no response, so spoke to another representative who tracked down the email (it was apparently sitting unacknowledged) and opened a work order. On 12/29/23, I received notification of a new escrow analysis, which is essentially a repeat of what was performed in October. Nothing was corrected and my issue persists. If my next payment goes out as scheduled on 1/1/24, I will have contributed approximately $1000 more to my escrow account than necessary over two months. This is a significant sum of money. I spoke to another representative on 12/29/23 who mentioned another work order will be opened, but I do not trust that this will be resolved. Please address this error ASAP.

  Business response

  01/10/2024

  January 10, 2024
  
  Re: Loan Number:              **********
  BBB Case Number:             ********
  
  Dear ****** *********** *** ******* ************
  
  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB), which we received on January 4, 2024. Your correspondence states that the 2024 escrow analysis for the loan was incorrectly calculated, which increased your monthly payment by approximately $500.00 per month. A conversation with a representative on December 11, 2023, resulted in a request to send in copies of the 2023 tax bill, which we can confirm was received.  The recent escrow analysis dated October 18, 2023, did not correct the tax amounts and the underlying issue remains. You requested that a new escrow analysis be completed to reflect the true projected disbursement for city taxes and the monthly payment decreased accordingly. A refund of $482.08 for the escrow portion of the December 2023 payment was also requested, as well as any potential overage included in the January 2024 payment. We have reviewed your concerns, and our response is indicated below.
  
  Our records indicate your loan originated on September 19, 2022, and boarded onto our servicing system on September 22, 2022, with your first monthly payment of $2,649.14 due on November 1, 2022. At the time of boarding, your loan reflected anticipated disbursements for school taxes in the amount of $4,205.86 and for city taxes in the amount of $823.15. On October 5, 2022, we updated the property tax information on file, and inadvertently updated your school taxes to reflect an anticipated disbursement amount of $840.00 and your city taxes to reflect an anticipated disbursement amount of $4,291.68. When the city taxes were disbursed in April 2023, the information on file was not updated to reflect the disbursement amount of $823.15.
  
  As such, when your required annual escrow analysis was completed on October 18, 2023, the analysis determined a shortage of $2,316.30, and a new payment amount of $3,203.73 effective with your payment due on December 1, 2023. These calculations were based on the disbursement amounts of $4,291.68 for city taxes, $4,737.66 for school taxes, and $2,205.00 for homeowner’s insurance.
  
  You spoke with our Customer Service Department on December 11, 2023, regarding the escrow analysis and shortage. The assisting representative advised you to provide updated tax bills for review so that the information on the file could be updated and a new analysis completed. We received your tax bills on December 12, 2023. The tax bills were not reviewed until your follow up call on December 20, 2023. A ticket was opened that day to review the tax bills and update your property tax information accordingly. This is not typical of our business practices. Please accept our sincere apologies for the delay in processing your request.
  
  The property tax information on file was updated on January 2, 2024, to reflect anticipated disbursements for city taxes in the amount of $823.15, next scheduled for April 2024. A new escrow analysis was completed on January 3, 2024, which determined a shortage of $195.92, and a new monthly payment of $2,737.98, effective with your payment due on February 1, 2024. A copy of this escrow analysis statement is enclosed for your reference.
  
  Please note that we are unable to refund any portion of the December 2023 or January 2024 payments as an overpayment, as the recent escrow analysis determined that a shortage still exists. We show that prior to the October 2023 escrow analysis, we were collecting $357.64 per month for school taxes, $70.00 for city taxes, and $147.00 for homeowner’s insurance, for a total monthly collection for escrowed items of $574.64. After the analysis completed on January 2, 2024, we are collecting $394.80 per month for school taxes, $68.60 for city taxes, and $183.75 for homeowner’s insurance, for a total monthly collection for escrowed items of $647.15.
  
  We believe that this response fully addresses the concerns outlined in your BBB correspondence. You have a right to request any documentation we relied upon in developing our response to your concerns in addition to any documentation already enclosed with this response. If you have any questions concerning this response or require additional assistance, please contact our Customer Service Department at 1-855-230-0480, Monday through Friday, from 8:00 a.m. to 7:00 p.m. Central Standard Time (CST).
  
  Sincerely,
  ******* **
  
  Escalations Resolution Specialist
  Research Department

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened a checking account with NBKC in early October and have slowly been transferring money into it, with a total of ~$2400. Yesterday, 11/16/23, I attempted to use the mobile phone deposit feature for the first time to deposit insurance reimbursement checks $1401.35. They immediately froze my account but did not inform me of this. I only found out this morning when I attempted to log in and was locked out of my account. When I called, they refused to tell me why my account had been frozen or how long it would take to unfreeze it (it will take at least until Monday). They also refused to tell me whether I could deposit my check at **** ** ******* or whether they were still processing it. Every Monday, my NBKC account automatically takes $500 from my **** ** ******* account, and I won't be able to stop that without access to my account settings. NBKC has effectively stolen $3800 from me, will take $500 more every week this isn't resolved, and I have no idea why, when, or if they will give it back.

  Business response

  11/20/2023

  
  Thank you for using your nbkc bank account.  We apologize for the difficulty of using mobile deposit for the first time last week.  Our team unlocked your account earlier today on Monday, November 20 so you are able to use mobile deposit again.  Also, you should have no problem with your **** ** ******* transfer that you mention either.  Again, we are sorry for the inconvenience.  Please let us know if we can be of further help.
  

  Customer response

  11/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: NBKC's actions since you submitted this response have already proven it false. On 11/22/23, NBKC put an estimated 9 day hold on $1125.35, almost a third of the money in the account, and the exact same transaction you said would not cause any more issues in your response, again without explanation. I have already answered NBKC's questions about the nature of these insurance claim checks. I was also never provided with any explanation for my account was frozen for 3 days in the first place, in spite of asking for it both before and after it was unfrozen. 
  
  Sincerely,
  
  ***** *******

  Business response

  12/08/2023

   

  Copy of communication provided back to *** ******* via FDIC last month.

  November 27th, 2023
  
  Re: FDIC Complaint # ********
  
  Dear ***** *******,
  
  nbkc bank received the complaint submitted to the Federal Deposit Insurance Corporation (FDIC) on November 27th, 2023.  We appreciate the opportunity to respond to your concerns.  Specifically, you mentioned your Checking Account was locked due to additional information requested from transactions made to your account.
  
  Our records indicate you opened your checking account on October 5th, 2023 through the bank’s website. ACH transactions were initiated through the nbkc bank online banking system on the following days:
  $500 on 10/18/2023
  $500 on 10/25/2023
  $500 on 11/1/2023
  $500 on 11/8/2023
  $500 on 11/15/2023
  
  On 11/16/2023 you also attempted to deposit four checks through the mobile check deposit system ($414.00, $276.00, $276.00, and $435.35 all payable from Health Care Service Corporation). These were rejected because the check for $414.00 stated “non-negotiable” on the front, and all of the checks were from the same company, which was deemed unusual and the account was reviewed by the bank. At that time, our customer service team emailed you for more information about the checks. On 11/17/2023 you called our customer service team but were unable to verify your security information and we advised that you please respond via the secure email that was sent to you. In cases where identity cannot be verified over the telephone, we are unable to disclose additional information due to consumer privacy requirements. On 11/17/2023 you responded to our email request and provided a copy of your ID and Selfie to verify your identity. On the same day, we elected to unlock your online banking and you had full access to your account.
  
  On 11/20/2023 and 11/22/2023 you deposited the same checks and we accepted them for deposit at that time. However on 11/24/2023, two of the checks were returned by the payee as “refer to maker”. At that time, we locked the account again as this is a red flag for possible fraudulent activity, as these were the first checks deposited into the account. On the same day, we contacted you by telephone and discussed the check returns. You indicated you did not know why the checks would have been returned and we informed you that there are various reasons the company elected not to pay the items, so we recommended you contact the company, Health Care Service Corporation, and inquire as to why they rejected paying the item, as this is not in the control of nbkc bank. Later that day you contacted us and informed us that you talked with ****** **** ******* *********** and they had placed a stop payment on both checks, thus the reason they were returned unpaid. You stated that the situation had been rectified with the company. At this time, we elected to unlock the account and (as of that day) you had full access to the account.
  
  You stated that we did not inform you how to prevent automatic transfers from your **** ** ******* account. After reviewing your account, we have concluded that these were not automatic transfers you set up, but rather one-time ACH transfers you initiated each time within the nbkc bank online banking system.
  
  You stated that nbkc bank has “taken $3,800 from me, will not let me verify if they still have it”. We have reviewed your account and the current balance is $3,279.46.
  
  We apologize for any inconvenience the verification process caused, but hope you understand that these measures are being taken to prevent fraud or identity theft and protect our customers. Should you need further assistance with your account, please contact us directly.
  
  Sincerely,
  
  
  Compliance Department
  nbkc bank

  
  

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a Dispute over a fraudulent charge that the bank agreed I was owed at end of first week in august 2023 and was told I’d have my money $87 back within 5 days. I called back yesterday and was apologized to and was told I will be sent to another department and only delt with by email. I am on a fixed income and disabled and can not afford to loose that kind of money. I thought I could trust my own bank with my disability check. I have been waiting for this refund since June 30 first taken by *************** who claims my bank never gave.

  Business response

  08/23/2023

  Dear Misty,
  
  nbkc bank received the Better Business Bureau (BBB) complaint submitted on August 14, 2023.  We appreciate the opportunity to respond to your complaint.  Specifically, the complaint centered on a dispute claim you filed in which you had not received a provisional credit.
  
  We have researched the complaint and determined the following: On July 25, 2023, you contacted Empower via phone to file a dispute claim on a charge totaling $87.80. In the phone call you were advised that an investigation would take place and if applicable, a provisional credit would be provided within 5 business days. A provisional credit was not guaranteed, it was conditional upon the investigation and the type of dispute filed.
  
  Since the dispute was a merchant dispute, we were unable to provide you a temporary credit for the disputed amount. An update was provided to you which outlined that the investigation would continue and would be processed directly with the merchant. The letter stated that a resolution will be provided to you within 90 days. Keep in mind that those 90 days have not yet elapsed, but we will update you with any information relevant to the dispute claim.
  
  Sincerely,
  
  nbkc bank

*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. ↩