Complaints

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

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  Enterprise Bank & Trust

  150 N Meramec Ave Saint Louis, MO 63105-3779

• 

  Enterprise Bank & Trust

  1001 1st Capitol Dr Saint Charles, MO 63301-2735

• 

  Enterprise Bank & Trust

  3890 S Lindbergh Blvd Saint Louis, MO 63127-1391

• 

  Enterprise Bank & Trust

  3944 Vogel Rd Arnold, MO 63010-3790

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  Enterprise Bank & Trust

  121 Jefferson Sq De Soto, MO 63020-5917

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:10/12/2024

  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 cannot put into words the amount of PROBLEMS Enterprise Bank has caused for me and my business, specifically from my "Account Manager" Jermee Jones. Fraudulently charging me bank transactions when I was promised they were waived the first 12-months after he opened my accounts, locking me out of my account for multiple days without warning while being notified my password to my account has changed (which Jermee says it wasn't) and being unable to see any account balances during the time I'm supposed to be sending distributions, absolute lack of communication from everyone with no real way to escalate situations, and just a poor experience all around. I have asked to escalate numerous situations who all route me back to my "account manager", and I have requested to change said account manager multiple times with still no luck. I am extremely disappointed that I chose to bank with this bank for my business despite how active they are in the property management community, and will be looking for a new bank to partner with despite all of the headache that it will cause to me and my accountant to transition. Enterprise online platform is clunky, you cannot use the "online banking" function EVERY SINGLE NIGHT which includes making simple transfers from account to account, the bank operates on central time with no regard for PST, and the lack of technology is sheerly amazing in this day and age. If only there was a local point of contact to handle my concerns and respond in a timely manner, things could possibly improve, but the funnel of disappointments continue to diminish my relationship with this bank, causing me to continue to not refer any other person or business here. A response would be appreciated.

  Customer Answer

  Date: 10/14/2024

  Hello,

  
  

  I have decided to no longer pursue this business complaint against Enterprise Bank while I am a current client of theirs. Please remove it before it is sent.

  
  

  
  

  Thank you. 

  Customer Answer

  Date: 11/20/2024

  I cannot put into words the amount of issues Enterprise Bank has caused for me and my business, specifically from my "Account Manager" ****** *****. Fraudulently charging me bank transactions when I was promised they were waived the first 12-months after he opened my accounts, locking me out of my account for multiple days without warning while being notified my password to my account has changed (which Jermee says it wasn't) and being unable to see any account balances during the time I'm supposed to be sending distributions, absolute lack of communication from everyone with no real way to escalate situations, and just a poor experience all around. I have asked to escalate numerous situations who all route me back to my "account manager", and I have requested to change said account manager multiple times with still no luck. I am extremely disappointed that I chose to bank with this bank for my business despite how active they are in the property management community, and will be looking for a new bank to partner with despite all of the headache that it will cause to me and my accountant to transition. Enterprise online platform is clunky, you cannot use the "online banking" function every single night which includes making simple transfers from account to account, the bank operates on central time with no regard for PST, and the lack of technology is sheerly amazing in this day and age. If only there was a local point of contact to handle my concerns and respond in a timely manner, things could possibly improve, but the funnel of disappointments continue to diminish my relationship with this bank, causing me to continue to not refer any other person or business here. A response would be appreciated. I also have a $1,700 bank credit that was advertised of which I'm unable to use according to Jermee, as the year is almost over and he will not reimburse me for my software expenses which he initially told me he would.

  Business Response

  Date: 11/26/2024

  In October 2024, Enterprise went through a full company wide system upgrade. This occurred over the weekend of October *****. During this time the online and mobile banking systems were unavailable. Prior to this, informational packages were sent to all existing customers at the address on file that contained important questions and answers including that the online and mobile banking system would be unavailable. These were mailed out starting on September 10, 2024. There were also alerts that were placed on the online and mobile banking systems to remind customers that it was going to be unavailable during this time period, as well as a digital copy of the upgrade guide that could be downloaded from the Bank website. It was during this time that Mr. ******** was experiencing issues. After the upgrade was complete Mr. ******** was still having issues getting into his online banking and it appears that he was locked out due to failed password attempts. This was rectified as quickly as possible.
  
  Enterprise does offer a program called Enterprise Automated Payables where business accounts can earn credits to pay vendors. Mr. ******** was informed multiple times that in order to use these credits he would have to submit invoices that needed to be paid and upon approval Enterprise would pay the vendor directly. As a part of the program, it was communicated that the Bank will only pay vendors and will not reimburse clients if they pay the invoice themselves. In order to use the existing credits Mr. ******** needs to provide unpaid invoices and Enterprise will be able to pay the vendor directly once approved.  
  
  We trust the information provided to you herein satisfactorily evidences Enterprises efforts and sufficiently resolves this matter. 

  Customer Answer

  Date: 11/27/2024

  Complaint: 22415060
  
  I have reviewed the business' response and am rejecting it because:
  

  The response was an answer to only one of my issues about the online banking system being temporarily down. After multiple requests to speak to a manager or someone in charge of customer relations over the span of several months, I had a representative named ******* ****** (assuming my account manager's supervisor?) randomly call me on November 19th at 7am PST (with clearly no regard for my time zone as a client relationship manager) and left me a message requesting a call back. I tried calling ******* multiple times per day including same day, leaving multiple voice messages, sending emails, and to this day have not received a response from her or anyone else at a managerial or executive position to discuss my account concerns. ********************** has now taken it a step further, and ******* has mailed me a letter informing me that all of my three accounts are being closed without any reason. As a small business owner, dealing with random bank account closures and being left out to dry over the holidays as a result of my initial complaint about an account manager is disappointing at the least. I have never had this many issues with a bank from either a personal or business level, and the way ******* has handled this situation by deciding to close my accounts without even speaking to me or sending me an email, is a true display of how Enterprise treats its client concerns, and should really be looked into by the ****. As I write this message, I have still not received a response or a call back. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 12/05/2024

  Multiple conversations have occurred with Mr. ******** and both the bank's customer service department and his direct relationship manager. Additionally, attempts were made by senior management to reach Mr. ********* however they were not able to make ********** this point, there is no additional information the bank has to provide outside of the original response to the complaints being made.
  

• Initial Complaint

  Date:09/13/2024

  Type:Customer Service 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.

  They rolled over a CD of ours into another CD. It was into a non interest bearing, 30 month CD for 1/2 a percent. They charged us 3 months interest in order to get our money out of the bank. We withdrew our money yesterday. Most banks roll CDs into the going rate. We would like a refund of $291.00 for the penalty we paid them.

  Business Response

  Date: 09/20/2024

  Enterprise Bank & Trust (the Bank) or (Enterprise) is in receipt of your letter regarding the above referenced
  matter.
  

  On July 29, 2024 a notice was mailed to ****** and ******* ******** from Enterprise Bank & Trust in regards to
  their certificate of deposit (**). This notice states that their ** was due to mature on August 28, 2024.
  Within this notice it does also mention that there is a 10 day ***** period in which the customer has the choice to
  let the ** roll over at the current interest and annual percentage yield, or cash out the ** with no penalty.
  Mr. and Mrs. ******** let that 10 day ***** period pass which resulted in the ** rolling over at the current annual
  percentage yield of 0.55%, with an interest rate of 0.55% for that date. Upon review, Enterprise can confirm that
  all polices and procedures were followed in regards to the early withdraw of this **.
  

  We trust the information provided to you herein satisfactorily evidences Enterprises efforts and sufficiently
  resolves this matter. Thank you for your attention.

  Customer Answer

  Date: 09/23/2024

  Complaint: 22280984
  
  I have reviewed the business' response and am rejecting it because:
  We feel Enterprise Bank's business practices regarding a mature CD are unethical.   We have found other financial institutions in the ********* area all have practices that roll a CD after the 10 day ***** period into another CD with current interest bearing rates.  Current rates are between four and five percent.   Enterprise rolled our CD into a one half percent and basically held our money hostage forcing us to pay penalties to get a competitive rate with them or another bank.   Other banks *****d us with a courtesy call or email while Enterprise, headquartered in KC would not  even return our request for a call.

  We hope to make others aware of their unscrupulous business practices before investing based strictly on their promising return on investment.   Other banks in the ********* area appreciate and respect your business more.
  
  
  Sincerely,
  
  ******* & ****** ********

  Business Response

  Date: 09/24/2024

  We have reviewed the rejection to the original response which states that the customer feels ********************** Bank & Trust's practices are unethical due to their claim that our competitors offer higher rates. However, our rates are available upon request and are not hidden from the customer. A renewal notice was provided, as required by law, advising of the maturity date, grace ******* and contact information to obtain the current rates. What is considered a current rate varies by bank and it was confirmed that this CD was renewed at the current rate for that product at Enterprise. Regarding the claim the bank held the money hostage forcing the customer to pay a penalty to get a competitive rate, early withdrawal penalties are disclosed in both original documentation provided for CDs and are again reiterated in the renewal notice provided prior to the automatic renewal. No further information has been provided, or is available, that would change the bank's original response.

• Initial Complaint

  Date:09/05/2024

  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 been with Enterprise Bank and Trust for over half my life, and have never had issues with them until recently. I have been having financial difficulties this year and I recently had $240 worth of overdraft fees added to my account due to unexpected payments coming out of my checking account. When I called Enterprise to get this refunded they said I had met the maximum amount of overdraft refunds for the year and that my refund amount I requested was too high. The bank has never communicated the fact that there is maximum amount of overdraft refunds I can request in a year or a maximum dollar amount I can request. This is bad business and seems like they are stealing my money. This policy needs to be posted and it isn't.

  Business Response

  Date: 09/16/2024

  Enterprise Bank & Trust (the Bank) or (Enterprise) is in receipt of your letter regarding the above referenced matter. 
  
  On September 03, 2024 ****** ******* did put in a request for a refund for overdraft fees in the amount of $240. The branch followed the Bank process and the request did end up being rejected. Due to customer privacy we are unable to provide details on what caused these overdrafts specifically or what the reason for the rejection was.
  
  Upon opening of this account Ms.****** ******* did receive an account agreement for Enterprise. In this agreement it does state on page 4 that if we pay the debit transaction or item on your behalf, you will be responsible for the overdrawn balance, and we may charge you an overdraft fee. Ms. ******* was also provided a schedule of fees for Enterprise which shows the amount of those overdraft fees which is $30. The Bank may provide courtesy refunds at times however this is at the Banks discretion. 
  
  We strongly suggest to Ms. ******* that they visit any of our branches or contact our customer line at ************* to discuss alternative options we have to assist with any future overdraft concerns.
  
  We trust the information provided to you herein satisfactorily evidences Enterprises efforts and sufficiently resolves this matter. Thank you for your attention. 

• Initial Complaint

  Date:10/03/2023

  Type:Product 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 used bill pay service at **** of ******* (BofA) and issued $119.70 to F&F Assess Co Llc. The merchant never received the check but check was deposited without the endorsement on the back of the check. Per BofA investigation the check was deposited by the **** of First Deposit (Enterprise **** and Trust). The Enterprise **** and Trust has not responded to BofA affidavit claim so the funds can not be recovered.

  Business Response

  Date: 10/13/2023

  October 12, 2023
  
  VIA www.bbb.org
  
  Better Business Bureau
  Serving Eastern & Southwest Missouri & Southern Illinois
  *** ** ********* ***** ****
  St. Louis, MO *****
  
  RE: ID ******** – Complaint of **** *******
  
  To Whom It May Concern:
  
  Enterprise **** & Trust (the “Bank”) or (“Enterprise”) is in receipt of your letter regarding the above referenced matter. 
  
  Mr. **** Teseklo stated in his complaint that he is a customer of **** of *******. Due to Privacy Act concerns the **** is unable to provide any further information. We would encourage Mr. Teseklo to continue working with his financial institution for a resolution.
  
  We trust the information provided to you herein satisfactorily evidences Enterprise’s efforts and sufficiently resolves this matter.  Thank you for your attention. 
  
  Very Truly Yours,
  ENTERPRISE **** & TRUST

  Customer Answer

  Date: 10/13/2023

  Complaint: ********
  
  I am rejecting this response because I already worked with BofA for almost an year. BofA attempted to contact Enterprise
  Bank and Trust but was not able to get any response. I am including BofA response to me below.

  ============================

  Thank you for your inquiry regarding your payment to F&F Assess Co
  Llc. We appreciate the opportunity to service your ****ing needs.
  
  We have been unable to recover the funds for this payment. The **** of
  First Deposit (Enterprise **** and Trust) has not responded to our
  affidavit claim that was previously submitted by Bill Pay on your
  behalf. Since no Bill Pay processing error occurred with this payment,
  we are unable to issue a credit for the funds.
  
  We apologize for any inconvenience this has caused you. Please feel free
  to contact us should you have any further questions regarding this
  matter.
  
  Next Steps:
  
  You may pursue this claim directly with the merchant. We have provided
  the name of financial intuition that negotiated the check, Enterprise
  Bank and Trust.

  ============================
  
  
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 11/09/2023

  RE: ID ******** – Complaint of **** *******
  
  To Whom It May Concern:
  
  Enterprise **** & Trust (the “Bank”) or (“Enterprise”) is in receipt of your letter regarding the above referenced matter and the rejection of our original response.
  
  Enterprise was able to do further research on this matter which involved contacting the fraud department directly for **** of *******. At this time, there is no knowledge of a dispute involving the provided information and our financial institution. The **** does encourage Mr. ******* to continue to work with **** of ******* to get to a resolution.  
  
  We trust the information provided to you herein satisfactorily evidences Enterprise’s efforts and sufficiently resolves this matter.  Thank you for your attention. 
  
  Very Truly Yours,
  ENTERPRISE **** & TRUST

• Initial Complaint

  Date:04/26/2023

  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.

  Saturday April 22, 2023 = alerted to fraud activity via text. Replied fraud to Enterprise as fraud. Called and had card terminated. Went to Los Alamos branch and turned in card. Was told reported and replied to fraud charges reversed and returned next day. ALL day we had charged deplete account to near zero. Called fraud department with the case number and first time hung up. Second attempt was worse and given nothing with case number. Sunday April 23, 2023 = Sunday and nothing was deposited in bank like told from corporate and the Los Alamos NM branch. Monday April 24, 2023 = Discovered on own that another card compromised. We identified charges and went to the branch to turn in card and identify. We also called corporate and both cases nothing until posted even with a case number. We put account on freeze in hopes we can stop the charges we have told 6 Enterprise employees and the fraud department about. Tuesday April 25, 2023 = Nothing again. Calls with corporate and visit the White Rock NM branch offered nothing as far as refunds or progress on situation. Finally offered to file a fraud. Wednesday April 26, 2023 = The paperwork finally signed for fraud and given date of May 9, 2023 until we get a resolution even with a case number. Left a family of 5 to live with the wait time on the fraud department with existing case number 5 days just to get to file papers then 10 days for anything. 2 calendar weeks with NO money for family of 5. Wednesday April 26, 2023 =

  Business Response

  Date: 05/15/2023

  Enterprise Bank & Trust (the “Bank”) or (“Enterprise”) is in receipt of your letter regarding the above referenced matter. 
  
  On April 26, 2023, Mr. ******* and his wife filed two POS Fraud Claims.  One was for $216.57 and the second was for $456.41. 
  
  Pursuant to Regulation E, provisional credit for both claims was provided on April 27, 2023.  Enterprise has not provided a final resolution as of today’s date.  Enterprise has 90 calendar days from the date of both claims to finalize its investigation.
  
  We trust the information provided to you herein satisfactorily evidences Enterprise’s efforts and sufficiently resolves this matter.  Thank you for your attention. 
  
  Very Truly Yours,
  ENTERPRISE BANK & TRUST

• Initial Complaint

  Date:01/24/2023

  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.

  Over the past 12 months, my Enterprise Bank accounts were defrauded four times. On three occasions, Enterprise Bank employees/tellers cashed counterfeit checks against my account without verifying legal identification by the perpetrators. On a separate occasion they cleared a counterfeit check against my account - neither I, nor the Enterprise Bank ***** ************* (who were already investigating one of the previous infractions) discovered the incident until after 30 days. Enterprise Bank refuses to reimburse me for the counterfeit check ($3,007) they cleared because it was after 30 days. I have tried on a number of occasions to rectify this matter through our personal banker at Enterprise Bank, and her supervisor, without resolution.

  Business Response

  Date: 03/02/2023

  Enterprise Bank & Trust (the “Bank”) or (“Enterprise”) is in receipt of your letter regarding the above referenced matter. 
  
  On November 27, 2022 **** ******** contacted Enterprise and stated he was looking for a check that was written back in April/May 2022. The check (number ****) was in the amount of $3,007.20.
  
  Enterprise located the check on November 28, 2022. Once the check was located, Mr. ******** informed the bank that the check was not made out to whom it the original payee. He also confirmed at that time that the intended recipients did not contact him until November 2022 that they had not received the check in April/May 2022.  A fraud claim was filed with all required documents on November 29, 2022
  
  According to the deposit account agreement (enclosed) a client must notify the bank within 30 days of receiving their statement of any discrepancies or the bank cannot be held liable. The client was notified of the check clearing the account on their May 2022 statement (enclosed). Due to the amount of time that passed Enterprise denied the fraud claim. No further action will be taken at this time. 
  
  We trust the information provided to you herein satisfactorily evidences Enterprise’s efforts and sufficiently resolves this matter.  Thank you for your attention. 

• Initial Complaint

  Date:12/14/2022

  Type:Customer Service 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 submitting this complaint because I need the Enterprise Bank & Trust Fraud Department to confirm if they have received my dispute documentation, and state if they are willing to re-investigate this matter. I was victim of an existing account compromise and had numerous fraudulent transactions occur in my account. I have appointed a ******** restoration specialist as my power of attorney, who has attempted to reach the fraud department numerous times on my behalf, but has yet to receive a response or any correspondence. On 11/01/2022, dispute documents were mailed to Enterprise Bank and Trust **** * ****** **** *** ****** ** *****. Per **** tracking details (Certified Ticket #**** **** **** **** ****), the documentation was delivered on 11/08/2022 at 12:24pm. I would greatly appreciate any assistance or feedback regarding these documents being received and the investigation being requested. Thank you.

  Business Response

  Date: 01/27/2023

  We have received Ms. ****** documentation and have begun an investigation based on the provided documentation.  We trust the information provided to you herein satisfactorily evidences Enterprise’s efforts and sufficiently resolves this matter.  Thank you for your attention.