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Business Profile

Bank

Liberty Savings Bank, FSB

This business is NOT BBB Accredited.

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Complaints

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

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Liberty Savings Bank, FSB has 25 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 2 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/28/2025

      Type:Billing Issues
      Status:
      Resolved
      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 my *********** report, I noticed that Liberty Savings Bank was listed twice (once on Aug 29, 2022 and once on Sep 10, 2022) for pulling my credit. I did not apply twice nor confirm that this bank could my pull my credit on Sep 10th, as it was already pulled less than 2 weeks before. I would like more information on this. I disputed this with *********** and was told that Liberty Savings Bank confirmed it to be valid without any further information.

      Business Response

      Date: 03/05/2025

      Research of this matter is being completed and a letter responding to *** ********* concerns is being prepared for mailing.  It will be finalized and sent via U.S. Mail to *** ******* at the address provided in his Complaint on or before end of business March 7, 2025.  Due to banking/privacy concerns regarding the issue, no further comment will be made as part of this response within the BBB portal. 

      Customer Answer

      Date: 03/11/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

      Letter not received. I spoke with your chat team and they could also not tell me what the letter states. I have a limited time to respond to this BBB, and there is no harm in uploading the letter here. Please do so so we can resolve this issue.

      Regards,

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

      Business Response

      Date: 03/11/2025

      The letter dated March 5, 2025 was placed in U.S. Mail the morning of March 6, 2025 - it is likely on its way.  Nonetheless, as *** ******* is authorizing that the bank's response be uploaded to this BBB site, Liberty will deem that as a waiver of his right to privacy with regard to its contents.  As such, please see the attached.

      Customer Answer

      Date: 03/21/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

      Thank you, I did receive the letter today. I now see this was with ******** I was able to look into the following:

      1. I was unable to submit my selfie for the Aug 29, 2022 application as there was a technical error. This was reported to your team, including on a call on Sep 6th. I was then told om Sep 8th that you cancelled my application, without stating there was a deadline, and asked me to reapply (please see the attached). I did so as you have stated on Sep 12th.

      2. As I did not complete nor fully submit my Aug 29th application as you required something you didn't receive, and as this was cancelled by your team without any warning due to a technical error on your bank's side, this Aug 29th *********** pull should be removed. If you didn't receive my selfie, I didn't fully apply per your terms and, again, you cancelled my application without warning.

      Please let me know of any concerns on the above.

      Regards,

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

      Business Response

      Date: 04/02/2025

      Liberty maintains that the *********** pull was part of the process.  However in an effort to resolve, Liberty has contacted *********** and requested that their compliance department review this matter seeking to have the first inquiry removed.  Any such potential action does not happen immediately; so we are awaiting their response/action. 

      Customer Answer

      Date: 04/07/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

      Regarding 2 pulls being part of the process, I am not familiar with this and this is not standard. If Liberty Savings Bank would like to further this point, I would ask that they check with their brand, ********, regarding my concern as I'm not sure this was looked into.
       
      Regarding the removal of this second credit pull, thank you. Please let me know once *********** responds so I am aware of timelines/next steps.

      Regards,

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

      Business Response

      Date: 05/02/2025

      *********** has responded favorably, documented evidence thereof has been communicated to *** ******* via email exchange of May 2, 2025, and the matter is now resolved.

      Customer Answer

      Date: 05/05/2025

      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

      Date:05/01/2024

      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.
      My brother did a "deferred payment" on his loan during Covid in 2022 that Liberty offered, when the 6 months were almost up they contacted him to see if he wanted to "defere" another 6 months to which he agreed. While he was at his winter home at the beginning of 2023 they fraudulently put his house in foreclosure with no communication to him. They hired a Property management company to handle the foreclosure, who then hired a guy in our area to do the foreclosure. Went to check on his house one day and he'd been (what we thought) robbed. They cleaned him out!!! After many police visits, phone calls and investigative work we found out that the guy, (and his friend) "they" hired to do the foreclosure is the one who stole all his property. We have court cases pending on the 2 individuals who admitted they did it. We did receive some of his items back but not all. Liberty Bank started all this by putting his home in foreclosure and even admitted he didn't have a payment due for 4 more months!!! We have spent COUNTLESS HOURS trying to get answers from them, all they do is pass you from person to person, you can NEVER talk to the same person twice nor will they give you call back number. My brother has had numerous medical issues pertaining to this senseless act. He almost lost his home because of them and their stupidity. Liberty Bank is a joke!

      Business Response

      Date: 05/13/2024

      Please be advised that Liberty Savings Bank's contracted loan servicer, ******, is in the process of preparing responsive correspondence addressing this claim.  Such correspondence will be sent directly to legal counsel for *** ******** in the immediate future. 

      Liberty Savings Bank, FSB

      Joseph C. H******, General Counsel

    • Initial Complaint

      Date:12/14/2023

      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.
      Liberty Savings Bank says that I do not need to send them my regular property tax statements, and that they will be paid automatically from my escrow. However, they have paid late and I'm being charged a late penalty fee by the county government. Liberty Savings Bank must pay the late penalty fee themselves, without withdrawing the penalty from my escrow. They just prevent further late payments from occurring.

      Business Response

      Date: 12/18/2023

      December 18, 2023 

      BBB 
      1 E 4th Street, Suite 600 
      Cincinnati, OH 45202 

      Re: Complaint ID ******** 

      Customer Information - ***** *********** -** ***** 

      To Whom It May Concern: 

      We have received your correspondence dated December 14, 2023, pertaining to Complaint ID ********. We understand the borrower's concerns and take this matter seriously. We have conducted a thorough review of the circumstances cited in this case. 

      Unfortunately, we are unable to share details of this complainant's account with the BBB as this is personal information. As such, we addressed the complaint directly in a letter to the borrower mailed to their address of record. 

      Should you have any questions regarding this matter, please contact me at ###-###-####. 

      Sincerely, 

      Lisa D****** ***** 
      Liberty Savings Bank, FSB 
      Loan Servicing Supervisor 


       

      Customer Answer

      Date: 12/19/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

      The company has refused to acknowledge the delinquent fees sent to them.  They have told me to speak with a live agent, but three terminated the discussion when they were researching the issue.  I do not mind the BBB viewing my mortgage details if it ensures this matter is resolved.  

      It appears this kind of issue is so prevalent that Liberty is unable to address them in an organized way.


      Regards,

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

      Business Response

      Date: 12/28/2023

      Borrower was contacted December 20, 2023 to discuss and explain why the alleged matter was not caused or due to Liberty action/inaction.  Borrower was provided with direct contact information at Liberty for further questions or concerns.  Liberty believes the situation to be resolved.

    • Initial Complaint

      Date:08/12/2022

      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.
      I opened an account several months ago because they have a good interest rate for a savings account. I linked my ****** bank account so I could transfer money into savings. Well I closed my ****** accounts and moved over to **** Banking. There is no provision for me to delete my ****** account and add my **** account. Yesterday, I called them and they want me to EMAIL them my new routing/bank account numbers....lol I laughed at her on the phone, "You're kidding right?? I am not emailing sensitive data!". Absolutely not! I did email them a copy of my photo ID/DL to show them that I am who I say I am. I do understand they want to make sure I am not a scammer, but simply allowing me to edit my own banking info, just like on any other website allows us to do this, is the simplest and safest solution. I have not heard anything back from them since yesterday. I just want my money returned to me so I can be done with their mom and pop banking business practices. I also read another review online from someone saying that "you may not be able to access your funds". So this is clearly nothing new for them.

      Business Response

      Date: 03/21/2023

      As BBB is aware, this Complaint was just recently received by mph.bank due to incorrect transmission/routing.  Hence the slow reply to this Complaint.

      Please be advised that the customer's account has long ago been updated and this matter has been resolved.  Thank You. 

    • Initial Complaint

      Date:07/01/2022

      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.
      Liberty Savings Bank FSB charged my escrow account for a second home insurance plan that I do not have an agreement with. My home insurance is with ***********, and they have billed me for a second plan with ******. When I asked them, they declined to investigate and told me to ask ******. I don't know who to contact there since I don't have any plan or policy number there. Liberty Savings Bank FSB has taken over $749.15 from my escrow on June 30 and is refusing to investigate. This appears to be a fraudulent charge and their support agent, Andrew, has told me it's not their problem.

      Business Response

      Date: 07/11/2022

      This Complaint was received by the above recipient while out of the office for a short time.  Today, July 11, 2022, it has been forwarded to the appropriate department for investigation and response.

       

      Thank You.

      Customer Answer

      Date: 07/11/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

       

      Business states the matter is still under investigation.

       

      Regards,


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

      Business Response

      Date: 07/21/2022

      BBB Cincinnati 
      1 E. 4th Street, Suite 600
      Cincinnati, OH 45202

      Re:  Case number: ********

      To Whom It May Concern:

      We have received your correspondence on July 11, 2022, pertaining to Case Number ********.  We understand the borrower’s concerns and take this matter seriously.  We have conducted a thorough review of the circumstances cited in this case.  

      While were are unable to provide personal financial information, we would like to share with you the specific steps we took to resolve the issue with the borrower. 

          • In the letter we provided to the borrower, we explained that the escrow funds for the insurance policy were reversed and properly applied back into their escrow account. 
          • On June 30, 2022, we received an insurance renewal policy, requesting a premium payment. The document received listed the borrowers’ name and property address. Therefore, premium was disbursed from the borrower’s escrow account. 
          • On July 01, 2022, we received an insurance cancellation notice, cancellation date July 16, 2022. The premium was returned and deposited back into the borrowers’ escrow on July 06, 2022.

      In addition to the letter, we spoke with the borrower on July 11, 2022, at which time we explained to the borrower that their funds have been applied back to their escrow account. 

      The borrower confirmed satisfaction that the issue was resolved at the end of the June 11, 2022 phone call. We agreed to provide the borrower with the reason that the policy was applied to their account and it is addressed in the letter we provided to them. We consider this matter closed at this time.  

      Should you have any questions regarding this matter, please contact me at ###-###-####.
        

      Sincerely,
      Tammy Branch
      Executive Resolution Specialist 

    Liberty Savings Bank, FSB is NOT a BBB Accredited Business.

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