Complaints

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

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  Central Bank of the Midwest

  609 NE 291 Hwy Lees Summit, MO 64086-2507

• 

  Central Bank of the Midwest

  7840 Metcalf Ave Overland Park, KS 66204-2932

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: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 have had several issues with this bank over the last several months. I am told to come into the bank in person to fix said issues- however, we live about 7 hours away from its physical location. The only reason we bank here is because we’ve been banking with them for 20 years. I accidentally deposited money into a closed account about 2 weeks ago. I was told to wait one week for it to show as returned. This never happened so I called all parties involved- the bank, the 3rd party that deposited the money, and the employer that issued the deposit. All 3 have deferred to the other. Finally, the bank rep I talked to on Monday, September 16 at 547 pm told me that the deposit was returned on September 12 and should be back in my other account but to wait 1 more day. I have still never received my payment. I’m now told but the issuer that the bank has “completed” the payment and not returned it. I emailed the bank today and my email was returned as their website doesn’t allow me to send an email directly. I have provided all necessary info to the bank for them to locate this deposit but I think they are lying to me. I have also had issues with customer service being rude to me.

  Business Response

  Date: 10/01/2024

  Central Bank
  238 Madison St.
  Jefferson City, MO 65101
  
  10/01/2024
  
  Better Business Bureau
  ***** * ******
  Omaha, NE 68137
  
  RE: Complaint ID- ********
  
  To Whom It May Concern,
  
  The following is in response to a complaint submitted to the Better Business Bureau and received by The Central Trust Bank on September 19, 2024. The complaint is regarding an ACH transaction initiated by the customer.
  
  We are researching this complaint and will contact the customer directly as we work to reach a resolution.
  
  If there are further questions or concerns, please feel free to contact me.
  
  
  Thank you,
  
  
  ***** *****
  Retail Compliance Officer

  Customer Answer

  Date: 10/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have received zero communication from the bank regarding this issue. I have called and spoken to people on my own but the bank has not contacted me with any type of explanation or resolution. I also need receipts and proof of all deposits and withdrawals. Please can someone call me about this issue?
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 10/11/2024

  Central Bank
  *** ******* ***
  Jefferson City, MO 65101

  
  10/11/2024

  
  Better Business Bureau
  ***** * ******
  Omaha, NE 68137

  
  RE: Complaint ID- ********

  
  To Whom It May Concern,

  
  The following is in response to a complaint submitted to the Better Business Bureau and received
  by The Central Trust Bank on October 2, 2024. The complaint is regarding an ACH transaction
  initiated by the customer.

  
  We have received the same complaint through our primary regulator. We researched this
  complaint and have responded back to our primary regulator, and we have reached out to the
  customer directly. We consider this matter resolved.

  
  If there are further questions or concerns, please feel free to contact me.

  
  Thank you,

  
  ***** *****
  Retail Compliance Officer

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair 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.

  I recently had a problem with Central Bank employees not knowing their own policy and when I pushed back the manager was rude and told me to bank elsewhere because I didnt know how to do her job. I deceided that I didnt like their policy and that I would vote with my feet. I went in Friday Aug 11th to close my account. I was handed the money they said I have left and left as my account was closed. The following monday Central bank put through transactions on the closed account and then charged me a over draft fee. I asked them same day to reverse those transactions and they refused to do so and told me that if I didnt pay- They would send me to collections. I spoke to managers all the way up the chain to no avail- They had a duty to noticy me that the account wasnt closed and failed to do so. Causing payments to come out of my bank multiple times. Then they put it back on the vendors to refund me as if it's my car lenders fault. you can see the automatic closeout listed on my statement and I am certainly responsible for the charges on the 11th. The problem is the charges on the 14th on a closed bank account. Will they continue to charge my account and then threaten with collections for a closed bank account?

  Business Response

  Date: 08/31/2023

  Central Bank  
  *** *******
  Jefferson City MO 65101
  
  August 31, 2023
   
  Better Business Bureau
  211 N Broadway Ste 2060
  St Louis MO 63102
  
  RE: Complaint ID- ********
  To Whom It May Concern-  
  The following is in response to a complaint submitted to the Better Business Bureau and received by The Central Trust Bank on August 16, 2023. This complaint concerned a customer intending to close their account, but preauthorized charges were processed before the account was closed, putting the account at a negative balance.  
  We have communicated directly with the customer regarding the issues and are working to resolve the matter.
  If there are further questions or concerns, please feel free to contact me. 
   
  Thank you, 
  
  Sincerely,
  
  ***** *****
  Marketing Compliance Manager
  ***************************

  Customer Answer

  Date: 08/31/2023

  [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: This is just not true, My account was never at a negative balance prior to closing the account.  There was a preauthorized charge on the account which left my account in a positive balance, so Central Bank's policy means they don't close accounts with positive balances (Undenounced to me the customer) . What should have happened is they closed the account with a positive balance and mailed me a check for the difference.  Instead they just left the account open- 

  They continued to put charges through even after I closed my account and therefore, I had revoked any authority given to Central bank to process charges on my behalf. When I notified the bank of this and ask them to reverse the charges (An ACH) they flat out refused. Even though clearly under the NACHA rules they could have (Under code R02 closed account). Central bank has many terrible customer polices and worse their staff do not even know the policies- They just make them up. As demonstrated in the call I had with ******* on 8/30 where she openly contradicted a policy, I have in writing from **** ******* and *** ****** ***l (EVP). I recorded this call and when I notified ******* at the end- She was very distraught- more or less saying that she would have acted differently. Said different things. But then told me I couldn't record her without her permission. I informed her that Kansas is a single party consent state- and that I had given my consent. 

  Today I have multiple dual payments made to my vendors. When I demanded Central bank make this right and revoke the payment made to Toyota they threatened me with collections. 

  These are NOT disputable facts- They are well documented, even throughout their own paperwork.  My statement says AUTOMATIC close out and then you see charges after that put the account in a negative state. Those charges were NOT preauthorized. 

  I've asked the bank to provide me with the opening signature card- on the terms and conditions.  It's my belief that Central bank has violated their own terms and conditions several times across multiple bank transactions with my family. . Their policies apply to different people differently depending on who you talk to at Central bank and i can clearly demonstrate as a matter of fact in multiple recorded voice conversations and written emails. 

  My call ended with Central bank yesterday with no proposal of how we are to settle this dispute. I told them that it'd be unlikely that I dont pay, but that my attorney had been sent the information and that we request proof of contract and that we would wait for the regulatory agencies to ask for resolution.  Im all for a proposed resolution.  ******* did extend the time that under which they normally send items to collections. 

  Central Bank is welcome to supply a suggested resolution in this forum as well. 

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

  Business Response

  Date: 09/12/2023

  Central Bank 
  238 Madison
  Jefferson City MO 65101
  
  September 12, 2023
  
  Better Business Bureau
  211 N Broadway Ste 2060
  St Louis MO 63102
  
  RE: Complaint ID- ********
  To Whom It May Concern- 
  
  The following is in response to a complaint submitted to the Better Business Bureau and received by The Central Trust Bank on August 16, 2023. The customer did not agree with our initial response, so we are responding to ensure clarity.
  

  We have communicated directly with the customer and this issue is considered resolved.
  
  If there are further questions or concerns, please feel free to contact me.
  
  
  Thank you,
  
  ***** *****
  ********* ********** ******* ***************************

  
  

  Customer Answer

  Date: 09/13/2023

  [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,
  
  Ryan Miller

• Initial Complaint

  Date:04/07/2023

  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.

  This bank took money out of my children's accounts for an inactivity fee I am demanding the money be placed back in to their accounts along with 100 dollars for this theft, if needed I will file a police report

  Business Response

  Date: 04/18/2023

  The following is in response to a complaint submitted to the Better Business Bureau and received by The Central Trust Bank on April 7, 2023.  This complaint is regarding an issue with inactivity fees on two joint accounts. 
  We have communicated directly with the customer and the issue has been resolved.  The customer also stated he was notifying the Better Business Bureau of the resolution as well.   
  If there are further questions or concerns, please feel free to contact me.
  
  Thank you,
  
  

  Customer Answer

  Date: 04/18/2023

   I truly appreciate the time that the bank took in reaching out to me and resolving this matter. Thank you for your time on this and for contacting me as soon as you did.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

  Date:02/07/2023

  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 had ***** ******* ****** in Kansas city mo take 140.oo dollars out of my account without out my permission I contacted central bank  at 8740 n boardwalk Kansas city mo talked to manager of bank and ***** who works there they both did not to help me solve this issue

  Business Response

  Date: 02/17/2023

  The following is in response to a complaint submitted to the Better Business Bureau and received by The Central Trust Bank on February 8, 2023. This complaint is regarding an issue with a charge on an account. 
  A letter was mailed to the customer on January 26, 2023, explaining the dispute process and is still ongoing.  We will communicate to the customer when finalized. 
  If there are further questions or concerns, please feel free to contact me.
  Thank you,
  ****** ******
  Retail Compliance Manager
  

• Initial Complaint

  Date:02/04/2023

  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.

  Deer hit car 11/24/22, claimed filed that night. Car turned over to insurance company 11/25/22. At tow lot. Auto-Owners insurance, contacted Central Bank in Lees Summit, MO. Settlement made. Bank says I owe them.

  Business Response

  Date: 02/15/2023

  To Whom It May Concern- 
  The following is in response to a complaint submitted to the Better Business Bureau ("BBB") and received by The Central Trust Bank (“Central Bank”) on February 4, 2023. This complaint concerned frustrations over a total loss insurance claim in which the payout did not satisfy the vehicle loan.  Central Bank is held to federal banking privacy laws and cannot communicate account-specific issues (beyond what is included in the complaint) absent written authorization from the customer but is communicating directly with the customer to reach a resolution of this complaint. 
  As *** ******** stated, she filed a claim with her insurance company after hitting a deer with her vehicle. The insurance company deemed the vehicle as a total loss and issued Central Bank a payment. Central Bank received payment from the insurance company on December 23, 2022. However, the payment from the insurance company was not sufficient to satisfy the entire loan balance. Central Bank notified *** ******** of the insufficiency via mail (as indicated in the copy of the letter *** ******** provided).
  In addition to the letter, a representative from Central Bank has contacted *** ******** via phone call multiple times regarding her options on how to satisfy the remaining balance on the loan.  However, *** ******** repudiates the information given to her. If *** ******** would like to know why the amount paid by the insurance company was not enough to satisfy her loan, she will need to contact her insurance company.
  Central Bank will be sending a letter to *** ******** that explains her options to pay off the remaining balance of the loan. If *** ******** would like to talk about her pay off options with Central Bank, she can contact **** ******* at ************. Otherwise, Central Bank will continue collection efforts as detailed in the signed loan agreement.
  If there are further questions or concerns, please feel free to contact me.
  
  

• Initial Complaint

  Date:10/20/2022

  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.

  Central Bank are assessing overdraft fees on accounts when balance is showing positive and misrepresenting when the attempted was made on your account.

  Business Response

  Date: 11/02/2022

  Thank you for sending the above-referenced Complaint to our attention. While federal
  and state bank privacy laws prohibit us from disclosing customer information with you, please be
  aware that we are reaching out to the complainant to address the issue directly.