![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforCadence Bank
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
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.Initial Complaint
01/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Went to Cadence Bank to make a withdrawal from the AtM machine with my cash app card for $ ****** dollars.The *** did not disburse any money. Called the bank and they agreed that the money did not disburse but theyre saying the dont have enough proof. The *** machine has exactly $ ****** over but will not release my moneyBusiness response
01/10/2024
We are in receipt of BBB complaint case no. ******** submitted by **************************** After research, we found there was an ATM machine error at the time of the withdrawal which resulted in the funds not being disbursed. Upon identifying the error, the full amount of the loss was credited to the customer on January 5, ****. A letter was mailed to the customer on January 10, ****.Initial Complaint
11/26/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been with cadence bank way before it was cadence bank back when it was bankcorpsouth. I have been noticing multiple double and sometimes triple charges to my account for the same thing. It happened again on November 17. Got my check deposited and I paid $165.29 on a bill I owed it got deducted from that balance but rededucted and posted on November the 24th now it only shows up on the 24th on my bank statement but the math says otherwise it shows twice reason being why Im now. $93.17 over drawn in my account. I will not pay any overdraft fees whatsoever when the bank doesnt know how to even do simple math. Im only writing this because in the past idk 4 years Ive been with this bank its happened *********************************************************** seem like Im not paying attention and getting overdrawn like Im a bad customer but Im not. I just dont like this mess it makes me look stupid. I really just want to make changes and go somewhere else because this is c***Business response
12/06/2023
We are in receipt of BBB complaint case no. ********. Our *********************** addressed the customer's concerns via telephone and a response letter was mailed to the customer on December 6, 2023.Initial Complaint
10/19/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 8/25/2023 my father and I closed on an investment property with an investment loan from Cadence Bank for a property at **********************************************************************. We were expecting to receive a paper mortgage statement in the *********** the mortgage. After it had been over a month, we finally contacted Cadence Bank directly because we had still not received the mortgage statement. It turned out that Cadence Bank had sent the statement to ****************** even though it was clear that it was an investment property. There is no mailbox at ******************. My father has other mortgages with Cadence Bank and has always been diligent about paying them on time. He always receives a paper statement at his home address, not the investment property address. We ended up talking to at least 3 different people with Cadence Bank about this. It was hard to get an answer from them. We should not have to incur a late fee and suffer a drop in credit score because Cadence Bank mailed the statement to ******************************* instead of mailing it to **********************************************************************.Business response
10/26/2023
We are in receipt of BBB complaint case no. ******** submitted by *************************. A correction to ****************** mailing address was made and the late fee was waived. The bank verified that there will not be any negative credit bureau reporting due to the fact the payment was not thirty days or more late.Customer response
10/26/2023
[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 Administratively Resolved]
Complaint: 20756851
I am rejecting this response because:
I actually received a statement at the correct address (my home address) today and they were charging a late fee this time for last time. Last time was paid and a check is going in the mail tomorrow for this latest statement (which is not late).
Regards,
*************************
Business response
10/30/2023
Please be advised, the referenced statement dropped on 10-17-2023 before the fee was waived on 10-20-2023. Thank you.Customer response
10/30/2023
[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,*************************
Initial Complaint
10/18/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
this is a bill for my new yearly home escrow account in the amount of ******* which pertains to my insurance changes, tax increase and claimed escrow shortages. The problem is NO one at the bank can give me an itemized detailed list as to how the came up with this outrageous amount in full. I have worked the numbers myself and explained to them and my original loan officer even admitted he could NOT help me as it made no sense to him as well. Ive been dealing directly with customer service in ****** and after hours of battling and them unable to give me solid figures and show me where these numbers came from they have told me just to pay it! And they are clearly trying to double charge me for Insurance and tax inflation yet they cannot explain to me why or how. I told them i have no problem paying the shortages if they can show me on paper in writing how they came up with this FULL amount. They have basically stopped talking to me and told me i have to pay it or else. I have explained how wrong this is in everyway possible and surly their is laws out there protecting the customers and legally they should have to be able to provide the customer with a full breakdown and be able to justify on paper where this money is going. And on top of paying this ******* up front they still want to increase my house note ****** a month yet cant really tell my why if im paying for the shortages up front in one lump sum of *******?? All I've asked for is a dollar amount breakdown equaling this full amount of ******* and they cant provide me with this information yet holding me accountable for it.Business response
10/24/2023
The Mortgage Escrow Supervisor contacted the customer by phone and addressed his concerns. A follow-up letter was mailed to the customer on October 24, 2023.Initial Complaint
09/28/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was sent a suspicious check in the mail, claiming to be from a "****** * ********" of Cadence Bank. I have reason to suspect that this person's identity was stolen and is being used to trick people into depositing phony checks. I have tried to contact Cadence Bank, but their customer service line has continually evaded me. I would like to be contacted by them directly with confirmation that this problem is or is being resolved.Business response
09/29/2023
We are in receipt of the complaint case no. ******** submitted by ****** ******* regarding a suspicious check the complainant received in the mail which appeared to be written from a Cadence Bank customer's account.
This matter has been addressed appropriately to ensure the safety and security of our customer's account(s). A letter was emailed to the complainant using the email address provided in the case file on September 29, 2023.
Thank you,
AP
Initial Complaint
09/22/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Checked my account on Thursday night, I had PENDING transactions. One of them had me in the negative. Just one. I knew my deposit would hit at midnight and would handle the overdraft I had for the ONE transaction. On Friday morning, everything was fine in my account. Around 11am, I was hit with 3 overdraft fees for the 3 pending transactions from Thursday night (again Thursday only showed ONE putting me in the negative): customer service was a joke when I contacted them. They couldn’t even give the timestamps for the withdrawals. Cadence has been a joke since bancorpsouth and it merged or whatever they did. I was with bancorpsouth for 20 years and never had them pick and choose when to clear transactions to hit people with overdraft fees. I’m currently in the process of moving institutions and so is the rest of my family. I only owe 1 of the $36 overdraft fees, not 3. I have screenshots of my transactions bc 2 of them actually occurred on Wednesday afternoon! But I will not upload my banking info. But it’s available if needed.Customer response
09/26/2023
This matter has been discussed between me and Cadence bank. ****** at the Customer Center is great by the way. She listened, she acknowledged my issue, she explained what happened with actual useful information. I appreciate ****** taking time to discuss things with me.
Issue is closed.
Initial Complaint
08/26/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I called Cadence Bank to file a dispute for a charge that occurred on my account. This bank closed my dispute due to that fact that they said the company ******* didn't make any billing errors. I provided documentation to Cadence Bank to show them that I returned the merchandise to the *******. I contacted Cadence Bank to get more information to while my dispute was closed, and Cadence Bank said to me that I need to take that up with *******. I'm not understanding how I provide documentation to Cadence Bank and they still tell me that there is nothing they can do. So in other words Cadence Bank is letting a company keep my money for merchandise that was returned to them. I was not disputing the charge as fraud , I was disputing the charge that ******* has there merchandise and my money.Initial Complaint
07/21/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I paid a $12,000 deposit to Cadence Bank after being approved for a business loan. It was not until after paying my deposit and Cadence signing commitment to award the loan that Cadence bank changed the criteria for awarding the loan. Cadence completely disregarded requirements communicated prior to paying the deposit and then required that I pay for duplicate inspections but only a single, 3rd party vendor approved by Cadence. Furthermore, Cadence Bank communicated that if I did not use their vendor, they would rescind the loan approval. After communicating this was a conflict of interest in a loan approval process only using single approved vendors to fulfill their own loan requirements, I decided to cancel the application process and requested for my $12,000 deposit to be returned. Cadence did not agree and only refunded 1/3 of the deposit in June 2023.Business response
07/31/2023
We are in receipt of complaint case No. ******** submitted by Mr. ******* *****. The Bank's response was mailed to the complainant.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
67 total complaints in the last 3 years.
22 complaints closed in the last 12 months.