Complaints

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

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  NBKC Bank

  8320 Ward Pkwy Kansas City, MO 64114-2027

  
• 

  NBKC Bank

  9750 N Ash Ave Kansas City, MO 64157-9742

  
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  NBKC Bank

  10700 Nall Ave Overland Park, KS 66211-1206

  
• 

  NBKC Bank

  3510 W 95th St Leawood, KS 66206-2033

  

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.

• Initial Complaint

  Date:11/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  NBKC Bank opened an account in my name in or around 10/17/2024. During this time they opened the account, they later closed the account the following day after blocking the online banking. During this time, I had called and spoke to a representative of the bank about attempting a mobile deposit. During the call the representative kept advising me that they cannot do anything to assist me as the Mobile Deposit was rejected without cause. When I asked why she told me it was because they could not see the amount clearly, and advised to redeposit it again with new images, Which is what I did. I called back to see if the deposits were reviewed yet, and she advised that she sent it to upper management to review, I told her that I don't understand because they told me to redeposit it, I also explained its frustrating to have to call back again, and again. NBKC Sent me a Email the same day advising me that they have decided to close my account, after conducting a review of the account history and calls with their agent. I explained I was frustrated with the whole process. On 10/21 I receive a call back from a manager stating they will reopen the account after reviewing the call. Next Day online banking is still blocked, had to email again. After that, I was trying to link an account to my online banking for ***** ************ ***** I accidentally linked a Venmo Bank(******* ****) During this time they supposedly issued verify deposits, however stated that the Venmo Bank returned as offset. I contacted venmo whom stated nothing was returned and the bank never tried. They restricted my account once again. After I advised I never wanted to link it and their website wouldn't allow it to be removed the first time, they told me too bad. Lastly, Unauthorized charges occurred on the account after my wallet was stolen. They told me they are closing my account without refund due to the acct activity. I didn't answer their call, and that lead them to close the account. terrible exp.

  Business Response

  Date: 11/15/2024

  Please see response, attached.nbkc bank received the Better Business Bureau (BBB) complaint submitted on November 7th, 2024.  We appreciate the opportunity to respond to your complaint.  Specifically, the complaint centered on your account closure and return of funds from debit card disputes. 
  
  You opened a personal checking account with nbkc Bank on October 16, 2024. At that time, two check deposits were attempted through our online Mobile Check Deposit process but were rejected due to unreadable images. After reviewing the deposits and related interactions with our agents, nbkc decided to close the account on October 17, 2024, in accordance with our disclosures.
  The account was reopened on October 21, 2024. Between October 25 and October 29, you attempted to link an external bank account. However, the micro deposits used for account verification were returned because the external account was closed. We worked with you through multiple phone and email interactions to verify the linked account, and the account was successfully linked, allowing transfers to be initiated. Additionally, an incoming wire transfer was received on October 28, 2024, to fund the account.
  On October 30, 2024, the debit card issued to you was activated and PIN number established from the phone number we have on file using the automated activation line. Between October 30 and November 1, several transactions were posted to your account, which caused the balance to go negative. You contacted us on October 31 to dispute these transactions, and we began the dispute process. The time period for filing disputes under Regulation E began on October 31, 2024, giving us 10 business days to complete the investigation or provide provisional credit.
  As a result of the investigation, we credited your account with the disputed amount of $2,954.34 on November 14, 2024. At that time, we transferred the same amount via wire to your account at Independent Financial Bank, and your nbkc account was closed.
  

  Customer Answer

  Date: 03/24/2025

  On 11/14/2024 NBKC account was compromised as a result of account take over fraud. I could not access the online banking for the account, and I did not call in to submit a wire they submitted a wire transfer from the checking account to an Independent Financial, in which whom I have never banked with. This Independent Financial account was opened as a result of identity theft and fraud. I notified NBKC that the wire transfer was fraud. Unauthorized, and unwanted. NBKC Advised me to contact Independent Financial which I did, and Independent Financial advised me they closed the account due to identity theft. They advised me that if the wire transfer was unauthorized that NBKC would have to issue a dispute / stop payment and recall the wire transfer. Reference * ******** ******. They sent the wire in the amount of $2,954.34. Which was sent to Independent Financial Account ending in **** which I have never owned nor authorized. I did not sign any account applications for this account. NBKC On their own free will sent the wire transfer to this account without my consent or permission. NBKC Stated that I authorized the wire transfer from the Closed NBKC Account which is false. I did not authorize the wire transfer and I did not have access to NBKC online banking because the account was compromised and subject to account take over fraud. At this time this issue is not resolved. NBKC Bank knowingly committed fraud transferring my funds via wire and refuse to submit an unauthorized wire transfer fraud claim. At this time NBKC Owes me $2,954.34 and I expect full payment from NBKC because they wire transferred the funds to someone elses account that I never authorized. I have tried discussing this with NBKC And unfortunately they rather argue then try to resolve the issue. As a Victim of Fraud, I should not be responsible for the charge they submitted without my consent or authorization. They already opened a fraudulent account in my name without my consent.

  Business Response

  Date: 03/28/2025

  For the transaction in question multiple team members reviewed a number of personal identification indicators including but not limited to outbound emails and phone calls to the phone number and email address on file for the customer and listed on the contact information for this complaint.

  Customer Answer

  Date: 04/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: NBKC in this response they specifically state that they sent a wire transfer to an independent financial account and the verbiage is stating my account. I have never owned any bank accounts with independent financial and the false accusation including stating that they sent it to my account is unacceptable. I did not have access to online banking and I did not receive any debit cards. I never authorized said wire transfer yet again NBKC continues to falsely accuse me. Without providing substantial proof. NBKC wired funds to a bank account that I did not open nor have I ever owned. I did not link any bank accounts. NBKC is responsible for refunding unauthorized transfers per regulation E. In this instance this violates the EFT Act as they wired funds on their own accord to this account. I never banked with independent financial and that was never my account. Again I’m not sure who they sent funds to but I will be filing another complaint with the FDIC.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:10/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am co-owner of property *** ********* *** Rockwall, TX 75032. Co-owner: ****** ********* Assumption Loan filed by ****** ********* I have been calling NBKC to get information on the status of the assumption loan. All I get is unsatisfactory information with false promises of emails and phone calls providing me with updates and additional information I request. I have not received any correspondence nor any phone calls as requested. I have to take time out of my work day in order to find out any information I am seeking. I am not sure who I am suppose to make contact with pertaining to this issue, but the service is highly unsatisfactory, especially when the paying customer has to continuous call to get answers. I currently have an application for refinancing my own home with NBKC, but as of today, I have decided to move on with another lender.

  Business Response

  Date: 10/22/2024

  DMI received a copy of the Divorce Decree on 9/30, but they have not yet received the closing package from the borrower remaining on the loan.
  
  Several attempts to obtain have been made.  The DMI administrator contacted both borrowers on Monday, 10/21.

• Initial Complaint

  Date:10/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 did a refi for my property with this bank and my property was in a trust. To do the refi the bank took my property out of the trust and didn’t inform me they did that and I only found out few years after through my lawyer. The proper way would have been to inform me and get it back in the trust before escrow closed

  Business Response

  Date: 10/11/2024

  The Trust was not approved because one of the Trustees, ****** ****, was not a borrower on the loan. The title was held in two separate trusts—one for the borrower, ***** *******, and another for ****** ****. Since the trust in title must have a credit-qualifying borrower as a trustee, we could not close with ******** Trust. Notes from 04/05/2021 indicate the borrower submitted her daughter’s trust documentation, however it was deemed not approvable. Title vesting would not have been provided at Closing. Please see the attached Deed signed at Closing by both parties removing the property from the Trust. 

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was officially divorced on September 6, 2024. All I want to do is have nbkc update my last name. I have used the secure document upload area three times. I've called in only to be brushed aways stating, "oh that never works" I was told to send an email with the same information. I've done that twice. No one is responding and completely ignoring me. I finally used the secure messaging center - I didn't get a notification that they responded, but happened to login and saw that I was supposed to use a different email address and that they have never received my information. To recap - I've contacted this bank over 7 times to get this resolved and they are ignoring me. I am beyond frustrated and I want someone to contact me to get this updated immediately.

  Business Response

  Date: 10/02/2024

  This complaint was resolved directly with the customer on Monday, September 23rd. We provided contact information for any future questions, but since *** is a third party, she does have to work with them directly to get that changed on her mortgage.

  Business Response

  Date: 10/02/2024

  We apologize for any inconvenience, but can confirm this issue was resolved on Monday, 9/23/24 via phone.

• Initial Complaint

  Date:06/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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

  Date: 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

  Date:05/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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

  Date:04/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 05/30/2024

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

• Initial Complaint

  Date:04/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/27/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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.