ComplaintsforCadence Bank
Bank
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Feb 22 2024 (3pm) -I arrive at the Bancorp South at the ******** Branch to wire $40000 to **** of ********** for closing of property - I gave printed wiring instructions to Viquetta , I let her know I am there to do an international wire transfer to purchase a property in ********** and that it is very important. I immediately noticed 2 things on the form that I immediately brought up to their attention 1. The intermediary **** was ***** Fargo instead of **** of America 2. The numbers on the form did not match what was given with the wire instruction They were explained by ***** and ******** as nothing being wrong. Allthe numbers were different than in the instructions and I was made believe that it has been reviewed, checked, and confirmed. Closing day 3.4.2024.The money did not arrive in **********. ******** gave me 2 numbers to me that she did not know how to use. At this point she involved *****. After some discussion, I immediately put her on a 3 way call with **** of CR who was still trying to explain that no mistake was made and was implying that her employee at Cadence Bank was given wrong instructions. ******* was able to explain where the error is and ***** finally recognized the issue. We were no able to close on our property on 3.4.2024 at 3pm which wasted the entire trip. The trip was scheduled specifically to conduct the closing. This created unnecessary costs, problems, in addition to wasting time and money for the travel.On 3.12.2024 I went to the **** in person to talk to *****. She explained the mistake that was made. ******** entered the account number for the intermediary **** ***** of America) as the account number for the final destination for the **** of *** ****. The funds were returned on 3/21/24 ***** assured me that all wire fees and charges would be refunded. They have not been refunded. I have left 5 messages in person and by phone. No call back. I am seeking to recover lost funds as a result of this mistake. Total of $445Customer response
06/03/2024
The Business is
Cadence Bank
6675 Stage Rd
bartlett tn 38134
Business response
06/17/2024
We are in receipt of BBB complaint case no.21794504 submitted by *************************.
We uncovered that the account numbers was transposed resulting in the funds being recalled and placed back into the customers account. The bank elected to refund any related fees.
A letter was mailed to the customer on June 17, 2024.Customer response
06/17/2024
[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,*************************
Initial Complaint
05/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On May 23, 2024, I contacted Cadence Bank in regard to a fraudulent account being opened in my name. I spoke to multiple agents who all told me different things. One representative told me, my information was not in their system, the other told me, they found the account, but it was showing paid in full and the last rep told me the account was classified as a charge off. All of this misinformation is hindering me from moving forward with a loan process. After explaining my concerns with the supervisor from Cadence Bank, I was met with a very unprofessional, demeaning attitude; was told by the supervisor oh well, I dont know what to tell you when I was simply trying to find a resolution to the fraud activity that was done under my personal information. I have not been met with any solutions regarding this matter.Business response
05/29/2024
We are in receipt of BBB complaint case no. ******** submitted by *********************.
We have research and addressed the customers complaint.
A letter was mailed to the customer on May 29, 2024.Initial Complaint
05/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Cadence Bank has instituted a new policy whereby they charge $5 to cash a check over $100. My feelings on that aside, I simply asked for a receipt for the $5 charge when I cashed a $200 check. I was refused a receipt. If a business just takes money, and isnt willing to provide a receipt for the service, that is a simple case of ***** theft, in my opinion, and shouldnt be allowed. I cash many checks there that are over $100, so this has the potential to become a substantial amount annually for which no receipts will be provided. That is a downright shady business practice that I believe is wrong.Business response
05/17/2024
We are in receipt of BBB complaint case no. ******** submitted by ***************************.
We have research the complainant's complaint and addressed his concerns.
A letter was mailed to the customer on 05/17/24.Initial Complaint
05/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I setup a special needs trust account for my grandmother in 2019 and also had my personal bank account with **********************. ********************** did not approve of investments made with money in my own account in February 2024. Therefore, they flagged my personal account and locked me out of in-line banking. When I went to the local branch and talked with the manager **** she told me she could not help me get access back to my account. Today 5/8/2024 **** called me to tell me the supplemental needs trust in my grandmothers name has been closed out WITH NO EXPLANATION! I did not request it to be closed down. That has left with me no way to send money to my grandmother in a nursing home and she is over ***** miles away from me.Business response
05/17/2024
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 on05/17/24.Initial Complaint
05/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Cadence bank holds ACH deposits. The staff will tell you nothing is pending after 3 days. In fact I believe its a canned answer. This month its going to cost me ****** in fees because they choose not to post. On a fixed income this is substantial and this month I have to forgo prescriptions. Everyone I know receives payments days ahead of mine so unless they have a different ACH system than every other bank in the country this policy has been directed. They money belongs to me. Do they have the right to hold it to earn interest at my expense.Business response
05/15/2024
We are in receipt of BBB complaint case no. ******** submitted by ***************************************.
We have acknowledged and addressed the customer's concerns.
A letter was mailed to the customer on May 15, 2024Initial Complaint
03/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Had a credit card with BancorpSouth since 2004 and never missed a payment with a credit line of $2,500. After Cadence changed the name, I failed to get my credit card when it expired 06/23. Went by the branch in ******* and inquired about my card and was told it was in the mail. Contacted the branch manager in ******* again and was told the same thing. After the first of July I went into the branch managers office again and presented him with my expired credit card cut in half and told him to cancel my account. I no longer wanted it. Had a balance and I paid it in August and September. I have received no new card and no correspondence from Cadence until I started getting a bill from them in January of 2024 for a summary of charges for 2023. I informed them by mail that this account was closed in June 2023, I didnt order the record and didnt owe $5.00 for it. Talked with the Cadence credit office and was told the account was still open. They have continued to charge a fee of $.50 each month and now have reported to TransUnion credit bureau. This is certainly not the way to do business when I explicitly told the branch manager to cancel my account with them. I dont have a credit card with them, have charged nothing to them and certainly they have no claim to report and damage my credit ranging. Please help me!Business response
04/04/2024
A response letter was mailed to the complainant on April 4, ********************************************** the complaint.Customer response
04/12/2024
[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,***************************
Initial Complaint
03/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On March 12, 2024, I tried to close my account twice and had to pay $100 each time to have the account closed because Cadence Bank kept accessing $100 for their legal fees knowing that there was no money in the account. Each time that I thought the account was closed, $100 would appear each time for their legal fees, creating a negative balance, so I had to pay the money to close the account. I want my money refunded and I want it mailed to the address below, since my account is now closed. I also want CFPB to investigate this bank regarding these kinds of deceptive practices. How do they expect consumers to pay the bank's legal fees?Please mail my $200 refund to:******************************* **********************************************************************Business response
03/27/2024
The bank was legally required to place a hold on ********************** accounts due a *********** Distress Warrant received on March 12, 2024. The legal fee charged was $100. Our Group Sales Manager spoke with the customer to explain the several items that prevented the account from being closed. After those items cleared, the accounts were closed. A detailed letter was mailed to the customer on March 27, 2024.Initial Complaint
03/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
The bank manager acted very unprofessional. She treated me like I was a untrustworthy criminal. I had explained to her that I needed at least some of a large check released because I didn't have any food to fed my son and that I also needed to go to the doctor because of a bad spider bite I have on my hand. She was very dismissive and rude and condescending. I could tell she was looking down on me because I'm from a lower blue collar working class then she is. She lied to me blatantly about why she could not release any of my money. She stated that theu tried to contact E-Trade where the check was from to verify it and that E-Trade told her they had no record of the check. I called E-Trade to verify and was told no one has reached out about the check and they didn't know what she was talking about. I don't recommend anyone ever use this bank run as far away from it as you can. I will be closing my account and taking my money to another bank that actually cares about their members and doesn't treat them like just another number or it was beneath them to help out. This was the worst experience I have ever had with a bank but I'm starting to understand why no one trusts the banks anymore.Business response
03/26/2024
We are in receipt of BBB Complaint Case No. ******** submitted by *****************************. When ********************** opened his account and made his opening deposit with a check. There was a nine-day new account hold placed on his check deposit. After the nine-day hold he was given full access to those funds. A letter was mailed to ********************** on March 26, 2024 addressing his concerns.Initial Complaint
03/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This bank initiated a hard credit check without approval on August 24, 2023. I did not apply for anything that would require a credit check during that timeframe and have never dealt with this bank. I initiated an information request using the customer service on September 21, ******************************************************************* resolution.Business response
03/07/2024
We are in receipt of BBB complaint case no. ******** submitted by *****************************. Unfortunately we are unable to locate a record for this inquiry using the information provided. A letter was emailed to the complainant on March 7, 2024.Initial Complaint
02/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The problem ** having is with the branch on industrialplex, I tried to make a payment on my credit card for months with employee ******* refused to take my payment said I have to pay it via the app however the app log in wasnt working and she was no help to where they closed my credit card for non payment now they expect payments which I have no problem doing but now ******* closed my checking account and they havent given me a reason to why my account was closed which has made it difficult to continue making payments to my credit card without my checking account.Business response
03/07/2024
We are in receipt of BBB complaint case no. ******** submitted by *********************************. The Branch Manager spoke with ************************** regarding the reason that his checking account was closed. The Branch Manager also explained alternative payment methods for his credit card. A letter was emailed on March 7, 2024.
*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. ↩
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Customer Complaints Summary
65 total complaints in the last 3 years.
22 complaints closed in the last 12 months.