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Business Profile

Bank

Cadence Bank

This business is NOT BBB Accredited.

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Complaints

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

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Cadence Bank has 204 locations, listed below.

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    Customer Complaints Summary

    • 67 total complaints in the last 3 years.
    • 22 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/25/2025

      Type:Product Issues
      Status:
      Answered
      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 writing to formally express my concern regarding the handling of my dispute case #****** related to a fraudulent charge of $57.85 from YZY SPLY on my account.On February 12, 2025, I challenged this charge as I never received the items. Following standard procedure, I submitted the requested evidence via email to ************************************* as instructed by a representative over the phone. However, on March 24, 2025, I received a letter stating that my case was closed due to "lack of evidence."This is highly concerning, as it suggests that Cadence Bank failed to properly review the evidence I provided. I am now in a situation where I feel scammed twicefirst by the merchant and now by my own bank, which should be protecting its customers.I request that this case be reopened immediately and that a proper review of the submitted evidence be conducted. If additional documentation is needed, I am more than willing to provide it, but I expect my bank to follow its own procedures and ensure a fair resolution.

      Business Response

      Date: 04/02/2025

      We have addressed the customer's concerns and reinstated the dispute. We mailed the customer a Letter to the address on file. 

    • Initial Complaint

      Date:02/28/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Cadence Bank has charged me over draft charges even though I do not have overdraft. My deposit has been late several times, they charge overdraft fees even though I dont have overdraft, and my home bank is in a completely different state than the one I live in even though I have changed addresses with them.

      Business Response

      Date: 03/11/2025

      I have responded to BBB complaint case ******** via the email address on file to address her concern. 

    • Initial Complaint

      Date:01/27/2025

      Type:Billing Issues
      Status:
      Answered
      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 paid $1132 toward an escrow shortage online on Dec. 28, 2024, but the bank put the money toward the mortgage loan principal instead. I called on Jan. 27, 2025, to see if the bank could put the money toward the escrow shortage, but they said they could not refund my money because they already put it toward the 1098 for 2024. No where online where I made the payment did it say that it would go anywhere other than the escrow shortage. It never mentioned that the money could go towards the principal. They failed to notify me that the payment I made was going to be put anywhere other than where I had intended for it go. I now have an escrow shortage for this year, and no money to put toward it. Their online system does not update the shortage amount, so theres no way to know exactly how much you owe unless you call. You should not be able to make escrow shortage payments online if the payment does not go where you need it to go.

      Business Response

      Date: 02/04/2025

      We have researched and address the customers' concerns. A Letter was mailed to the customer on 2/4/2025.

    • Initial Complaint

      Date:01/22/2025

      Type:Billing Issues
      Status:
      Answered
      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 an internal bank transfer from my checking to my savings account on account t on 1/17. It debited my checking account but the money did not go into my savings. I have tried for nearly a week, through chat, phone and in person at the bank and keep being told it will be there just keep waiting. I am finally fed up.

      Business Response

      Date: 01/30/2025

      The BBB complaint case no. ******** has been researched in regards to the customer's concerns. A letter was mailed to the customer on January 30, 2025 addressing these concerns. 

    • Initial Complaint

      Date:01/22/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Cadence Bank accepts electronic payments from vendors in their bill pay app. They do not accept electronic payments for "their" credit card through their bill pay app. By doing this they remove the money from you bank account on the process day but do not post it to the credit card for several days. This give them the use of these funds for several days. For example I have scheduled payments for 1/14/25, 1/17/25 and 1/22/25. All of these have be deducted from my bank account on the scheduled day but none of them have been applied to the credit card as of today. I am sure they will blame it on the check being mailed and they have no control over mail service, but they could easily prevent these delays by making the payments electronically in stead of mailing a check.

      Business Response

      Date: 01/30/2025

      The BBB complaint case no. ******** was researched. A letter was mailed to the customer on 01/30, addressing the customer's concerns. 

      Customer Answer

      Date: 01/31/2025

      [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 Administratively Resolved]

       Complaint: 22842932

      I am rejecting this response because: I never received a letter from the company!!!

      Regards,

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

      Business Response

      Date: 02/10/2025

      A letter was emailed to the customer addressing his concerns on January 31, 2025. 

    • Initial Complaint

      Date:11/29/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 parents have an account at ************. They attempted to add beneficiaries to there account at the ************* branch on Nov 22. The Associate named **** told my mom that she required name, social security number, and drivers license numbers. When asked for the drivers license expiration date the associate indicated she would just make up some dates. The Associate took all of the information but did not update the account. She told my parents they would have to come back to sign paperwork. No contact was ever made to my parents after that time. Since this time I have taken my parents to branch in ***** and that same information was not requested and it was indicated that it wasnt necessary. The Hope branch has violated financial laws. My parents are Elderly. Elder Abuse. My account was accessed without my authorization in relation to their transaction. My parents are not on my account nor can they authorize information to be accessed on my account. This branch should be investigated for taking advantage of elderly customers, deceptive and abusive practices, and unauthorized account access.

      Business Response

      Date: 12/18/2024

      We are in receipt of BBB complaint case no.22619100 submitted by ***** ****.
      The customer's concerns have been researched and addressed.
      A letter was mailed to the customer on December 18, 2024 

    • Initial Complaint

      Date:11/26/2024

      Type:Billing Issues
      Status:
      Answered
      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 closed my checking account with ********************** in ******, *******. When I opened the account, I was told it would remain free if I maintained a $250 balance. I followed this rule, leaving $250 untouched.However, the bank deducted an $8 inactivity fee without any notice, which caused my balance to drop below $250. This triggered a monthly $5 fee, which I also wasnt informed about. I only discovered this when closing the account.The manager, ****, refused to waive the fees when I raised the issue. This lack of transparency and unwillingness to resolve the matter is unacceptable. I request a full refund of the fees and strongly advise against doing business with this bank.

      Business Response

      Date: 12/05/2024

      We are in receipt of BBB complaint case no.22605663 submitted by ***** ******** in regards to the fees received on his account.
      This complaint was researched and addressed. 
      A letter was mailed to the customer on December 5, 2024.

    • Initial Complaint

      Date:11/04/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Elderly fraud and abuse. This bank keep is taking advantage of my elderly parents. They refuse to close account out and they leave in another state I have seen a bank that will not close account. And someone else charging things to this account. And my parents have been sending money their

      Business Response

      Date: 11/13/2024

      We are in receipt of BBB complaint case no.******** submitted by ***** *******
      Cadence Bank has researched and addressed the customer's concerns. 
      A letter was mailed to the customer on November 13, 2024.

    • Initial Complaint

      Date:10/08/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      On 9/20/24 I wired to the business account mentioned above $12,320. I wired the amount mentioned from my ******* Swcabb account. ********************** said they couldn't accept the wire because there wasn't enough account information. I then went through the ******* Swcabb wire service asking for a reverse of the money 10/1/24. ****** sent an email to the bank to do the reverse of funds but Cadence Bank will not do the reverse of funds. I called Cadence Bank but all they tell me is call back ******. I did call ****** a second time and they said that Cadence Bank refuses to do the transaction.

      Customer Answer

      Date: 10/08/2024

      The address of the Cadence Bank I wired the money to is... Cadence Bank...*******************... ****************. I we ired $12,320 to the business account #********..... routing number *********.... Business name *****************. Cadence Bank refuses to release the money to the business because of not enough information from the sender ******* Swcabb account ********.. account holder ****** ****. ****** asked ********************* in my behalf a reversal of the funds back to my account. ********************** refuses to send the money back into my ****** account.

      Business Response

      Date: 10/17/2024

      We have researched and addressed the customers concerns. A letter was mailed to the customer on 10/17/2024

    • Initial Complaint

      Date:07/16/2024

      Type:Billing Issues
      Status:
      Answered
      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 writing to file a formal complaint against Cadence **************** and Trust regarding their handling of my disabled daughter's trust. Despite multiple attempts to contact them via email and phone over the past month, I have not received any response.Cadence **************** and Trust also sent me a statement by mail, but they have failed to acknowledge or respond to my subsequent emails and phone calls. Specifically, I reached out to *************************, Trust Administrator, and his secretary, ***************************, but I have not received any assistance or acknowledgment of my concerns.Due to their consistent lack of response and failure to provide the necessary support for my daughter's trust, I am seeking assistance from the Better Business Bureau (BBB) in hopes of resolving this matter promptly.I kindly request the BBB's intervention to ensure that Cadence **************** and Trust addresses my concerns and communicates with me in a timely manner.

      Business Response

      Date: 08/27/2024

      We are in receipt of BBB complaint case no. ******** submitted by *************************.
      We have researched and addressed the customer's concerns. 
      A letter was mailed to the customer on August 27, 2024.

    Cadence Bank is NOT a BBB Accredited Business.

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