ComplaintsforCadence Bank
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Complaint Details
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Initial Complaint
06/14/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am on the account with my wife to be, tried to reset the online banking password and and update the telephone numbers, got the run around saying they couldn't speak to me about this issue that they would have to speak to her, when she was told when she put me on the account with her that I'd be able to do all of that stuff as well. Also I'd like this to go to the media as well.Business response
06/30/2022
We are in receipt case #******** filed by **** ******** regarding his experience when attempting to reset an online banking password and update the phone numbers on the account.
Our records indicate the customer is not registered for Online Banking. After review of the call, the representative properly advised the customer that our records do not show that he is registered for online banking. When questioned what user ID he was using to access online banking, he provided the joint owner’s user ID. Although he’s listed as a joint owner on the account, the online credentials, which includes a SSN, are registered for the joint owner. Therefore, the representative properly advised that she would need to speak with the joint owner before making any updates.
A letter was mailed to the customer acknowledging receipt of this complaint and explaining the results of our review as stated above. We hope this satisfies any questions or concerns regarding our resolution of the customer’s complaint.Initial Complaint
04/13/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
BancorpSouth has stolen our money and wasted our time again. Previously we reported issues with this new bank that bought or old one, nobody helps when we report problems. We have reported the problem our bill pay was not credited to our bill. Nobody is helping us, nobody answers the phone , they close the help tickets with out fixing the problem. Our bill is still due from over a month ago, we have not got our refund back and the biller has not been credited.Business response
04/28/2022
We are in receipt case # ******** filed by ****** ***** regarding Online Banking issues related to bill pay and his customer service experience related to this matter.
Our records indicate there was a bill payment item scheduled for March 11, 2022 to the payee, CenturyLink. Because the vendor, Checkfree, requires the first payment be submitted in the form of a physical check by mail; this payment was mailed to CenturyLink and cleared the account on March 21, 2022.
Checkfree submitted a request to CenturyLink for a refund of the late payment fee that was applied to the customer's account on his behalf and the request was approved. The refund was credited to the customer's account on April 21, 2022.
With regard to the customer's comment on his attempts to reach someone for assistance, we show that he submitted inquiries directly to Checkfree through the online application. Each time, Checkfree responded the same day or next day. Several of the customer's inquiries were the same questions/issues that had already been addressed/responded to by Checkfree. We found no history of attempts by the customer to reach our Customer Service Department for bill pay assistance.
A letter was mailed to the customer acknowledging receipt of this complaint and explaining the results of our review as stated above. We hope this satisfies any questions or concerns regarding our resolution of the customer’s complaint.Initial Complaint
03/30/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
On Feb. 25, 2022 my truck was broke into in Dallas,Tx while we were inside an RV Expo at Dallas Market Hall. The person or persons stole my wife's purse that was hidden beneath a blanket and pillows in the rear floor board of my truck. Her wallet containing debit card and checks for her account that she has had with BancorpSouth for over 15 years was also taken as well as other credit and debit cards. We immediately contacted every bank and or credit card company to inform of what happened. While on the phone with BancorpSouth customers service, my wife told them that both her debit card and check book was stolen. The customer service rep immediately canceled the debit card, but then asked my wife if she new the check numbers that were taken. We did not so the person then told my wife to just watch her account to ensure that they dont write any checks which I didnt understand. The account should have been froze considering the thieves now had my wifes account number. Come Monday one of the lovely employees for this Bank, didnt follow procedures and allows the thieves to cash a check!!! My wife then has to call the customer service number again to at which point, they FINALLY LOCK MY WIFES ACCOUNT! Now they have it as credit only. In the mean time my wifes account goes over drawn and a fee is charged. She then travels to the local branch to us in Shreveport Louisiana and deals with the Branch Manager who then says he will submit the paperwork to get her money back to her and states it will take 7-10 Business days. Well that individual didnt do his job which seems to be the common theme around this bank since they cash checks on an account that had a flag for theft!!!! Fast forward to now and we still DO NOT HAVE OUR MONEY BACK! Run around after run around from everyone associated with this bank. Today we are told that the paperwork has been submitted and its up to some other division to decide if we get our money back! DPD report #***********Business response
04/11/2022
We are in receipt case # ******** filed by ***** ****** regarding fraud on his wife’s account as a result of a stolen checkbook.
Please note our records do not show that Mr. ****** is a signer on this account.. Therefore, we are not authorized to and will not be able to provide any information pertaining to the account in question.Customer response
04/12/2022
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. The bank has since refunded the money owed form cashing the fraudulent check. Regardless whether or not I was on my wife's account is irrelevant to the business practices of this bank. We have since moved on from the bank and just want to warn potential customers of the bank that they do not treat you like a customer. My wife was made to feel like she did something wrong for her purse being stolen. Every other bank we have that was involved in this case handled the matter WAY MORE professional and resolved the issues within 24 hours, not a month and a half later.
Regards,***** ******
Initial Complaint
03/15/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
The bank closed my credit card for absolutely no reason from May 2021 thru September 2021. I had no knowledge of this until I needed to use my credit card in August 2021 and I couldn't. I had been paying on the balance consistently just to pay the balance down. The bank closed my card and I need to be refunded ALL the payments I've made between May 2021 and September 2021 when my card was closed. I had no access to my own card while I was paying the bill and the bank had NO LEGITIMATE REASON to close my card.Business response
03/28/2022
We are in receipt case # ******** filed by *** ***** regarding her credit card account that was closed. This is the third complaint received from the complainant since August 2021. Prior to receipt of this case, we responded with our findings to the customer and the CFPB in August 2021 and to the Mississippi Department of Banking and Consumer Finance (MSDBCF) in December 2021.
Our research confirmed the card was properly closed. The account was due to expire in May 2021. An account that is approaching expiration or the reissue date must meet specific criteria before being automatically reissued. During the reissue process, which is two (2) months prior to the reissue month or expiration date, accounts are reviewed based on delinquency, overlimit amount, and inactive status within the previous two (2) years as well as year to date. The account had been inactive for twelve (12) months. Therefore, the inactive status prompted our system to generate reissue letters which were mailed to the customer in March 2021 and May 2021. We were unable to review the account for reissue due to the letter not being completed and returned as requested. Therefore, the account was closed.
In response to the customer’s CFPB complaint filed in August 2021, the customer was mailed an additional reissue letter which she completed and returned, resulting in the reinstatement of her card account.
Based on our review, our actions were proper. We are declining the customer’s request for a refund of any payments made. With this response, we consider this matter closed.Initial Complaint
02/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
The bank charged me two NSF fees of $72 total with sufficient funds in the account with no explanation and customer service on the info line is no help at all .one was on 2/8/22 and the other was on 2/4/22Business response
03/09/2022
We are in receipt of case #******** filed by **** **** regarding insufficient funds (NSF) fees charged on his account. A response letter was mailed to the customer which explained the reason the NSF fees were assessed.
Our records indicate two (2) NSF notices were mailed to the customer at the time of posting which provide the reasons the fees were assessed.
Based on our review, the Bank acted properly and adhered to our standard operating procedures when assessing the fees to the customer's account. Therefore, the Bank has elected to decline the customer's request for a fee refund due to no bank error. With this response, we consider this matter closed.Customer response
03/09/2022
Complaint: ********
I am rejecting this response because: there was adequate funds in the account and I was still overdrawn .
Regards,
**** *****
Initial Complaint
09/16/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
April 22,2021 Home payoff I am requesting my loan release form Bancorpsouth Mortgage I have contact Bancorpsouth Mortgage several times, always saying they are the but never do. I need my documents sent to my address , because their virus in my computer and I can not get into my email. Acc # **********Business response
10/01/2021
We are in receipt of case # ******** filed by ****** ******** regarding his efforts to obtain a lien release for his mortgage loan.
Our records indicate that a copy of the recorded lien release was mailed on June 22, 2021 to the property address on file.
With regard to calls between the customer and the Bank, our review of the calls indicated the customer did have more than one conversation with our Customer Service department initially requesting a lien release and then a paid in full letter. During a call on September 17th, the customer requested a paid in full letter be emailed to the local branch. The letter was emailed the same day. The customer visited the branch on September 17th and was provided with a copy of the letter.
Our Customer Service Department attempted reaching the customer on more than one occasion to verify his needs had been satisfied but was unsuccessful. The Customer Service representative was able to leave a message each time.
We hope this satisfies any questions or concerns regarding our resolution of the customer’s complaint.
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Customer Complaints Summary
67 total complaints in the last 3 years.
22 complaints closed in the last 12 months.