Complaints

This profile includes complaints for Pinnacle Financial Partners's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pinnacle Financial Partners

  150 3rd Ave S Nashville, TN 37201-2011

  
• 

  Pinnacle Financial Partners

  2604 S Church St Murfreesboro, TN 37127-6370

  
• 

  Pinnacle Financial Partners

  411 S Cumberland St Lebanon, TN 37087-3905

  
• 

  Pinnacle Financial Partners

  524 S Main St Ashland City, TN 37015-1512

  
• 

  Pinnacle Financial Partners

  2300 West End Ave Nashville, TN 37203-1708

  

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.

• Initial Complaint

  Date:02/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Pinnacle Bank is no longer standing behind my Master Card Platinum Purchase Protection policy with immediate charge backs. I've been with them for 34 years. They are now sending out their financial responsibility in this regards to a third party by the name of CORSERV to buffer them which can now take up to ******************************************** 2024 my Master Card charge backs was handled in house by Pinnacle.When I notified Pinnacle three times that I haven't received my charge back of $1497 from United Vacations I am now told that they are still waiting on CORSERV their third party to respond. I feel that consumers are now getting the short end of the stick with no protection at all. Refunds and charge backs policy should be made clear and straightforward so customers will know what to expect. I don't remember being notified of this outsourcing. They should notuse or confuse credit card purchases and charge backs as a sales tactic with legal jargons.Regarding:United Vacations Reservation # B1E9234U 1/8/2025 $1656.65 ***** J ****** **************************************** ********************

  

  Business Response

  Date: 03/06/2025

  The full refund of the disputed amount was processed and returned to the complainant on February 26, 2025.

• Initial Complaint

  Date:01/30/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 not responsible for this debit with Pinnacle Bank, I do not have a contract with pinnacle Bank they did not provide me with original contract requested.

  

  Business Response

  Date: 02/06/2025

  Pinnacle has reviewed the history of the consumer loan originated for the purchase of a Chevrolet Camaro from Orlando Car Deals in February 2018. It is common practice that loans such as this are then sold to another bank to service the loan. Pinnacle took over servicing your auto loan in March 2018. In reviewing the history of this loan, no error was found. Therefore, there is no correction or deletion to be made to the information Pinnacle reported to the credit bureaus. Be advised that it is against the law for Pinnacle to change accurate information. If you have specific instances that you believe are wrong and documentary evidence to support that payments were paid on time, please remit this information to:
  
  Pinnacle Bank
  Credit Disputes
  PO Box 1148
  ********************

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 sister and I are POA over my moms bank accts . We have tried multiple times to cash cds out but we are told we are too early or too late . We have spoken on a couple of occasions with **** **** bank manager at Pinnacle Financial partners in *************** informing her that we are POA yet she continued to send the documents that they were due to my mom even after we removed mom from the account. I had some documents **** had given me . One was a list of cds and then a copy of cds themselves . According to the list a small cd was due in jan so we were going to transfer it to a savings account . When we inquired about it she said it was not due until march which did not match my list. At the time I could not lay my hands on the ones she had given me. She sent a copy by my sister on 1/13/25 it had revised stamped on it and it said it was due Mar 7. When i got a moment to look for my documents the date for that particular cd was indeed due mar 7 but on the list it did not match so i began to look at the the copies of the other cds. The one she sent said 13 mos . The one she had given me the day POA was switched said 15 mos . There were 2 larger cds she said was due in May but my documents said Jan. **** multiple occurrences have led me to question when the actual dates were due so i messaged corporate investor relations ****** ********* as well as **** **** with copies of my documents and asked when the actual due dates were but no response . **** called my sister and said i would not get a response and that we would get the cds with no penalties and we were being basically kicked out of the bank . My mom also has a large cd that secures a loan and she said they would take the money for the loan and give us the rest. We simply wanted to transfer cds to accessible accounts .We currently have POA but ***** has provided me with terms and conditions of this loan. It seems this is a bit extreme and that someone is trying to get rid of us and brush things under the rug

  Customer Answer

  Date: 01/16/2025

  Im not sure if all documents previously uploaded . These are the originals given to me by **** the day we added my sister and i as poa

  Customer Answer

  Date: 01/17/2025

  To add more clarity to this case since no-one has inquired . The 2 larger cds of say they mature in may but they were opened in jan and are 12 mos . The smaller cd says 15 mos on one and 13 mos on the other on the one for 15 mos it said it matured1/10 but the one **** sent 1/13 was for 13 mos and matured in march . Im just not understanding these dates. I do know i inquired 1-9-23 and have the list dated that day in this report so it leads me to wonder why the wrong dates ? Also was it to keep me from moving it last yr. I had no problem with when they are do but i thought when a customer asked to have it explained since it is their money they should have that right yet its been 5 days since i have voiced a concern and ***** has contacted me yet they have tried to reach my sister 3 times 

  Customer Answer

  Date: 01/17/2025

  To add more clarity to this case since no-one has inquired . The 2 larger cds of say they mature in may but they were opened in jan and are 12 mos . The smaller cd says 15 mos on one and 13 mos on the other on the one for 15 mos it said it matured1/10 but the one **** sent 1/13 was for 13 mos and matured in march . Im just not understanding these dates. I do know i inquired 1-9-23 and have the list dated that day in this report so it leads me to wonder why the wrong dates ? Also was it to keep me from moving it last yr. I had no problem with when they are do but i thought when a customer asked to have it explained since it is their money they should have that right yet its been 5 days since i have voiced a concern and ***** has contacted me yet they have tried to reach my sister 3 times 

  

  Business Response

  Date: 01/23/2025

  The Pinnacle team at ************ has assembled the history and details related to these accounts and mailed them to ***** ***** and ***** *******, thereby documenting the history of the Certificates of Deposit, and the most current information. Contact information is provided in the letter for Ms. ***** to reach out directly to the local team with any further questions.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22812336
  
  I am rejecting this response because: i have not received anything from this bank . 
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 01/27/2025

  Records were found on the porch step today . Upon reviewing the bank claims we agreed to renew the cds . We did not . No discussion of renewal to me . The meeting in Jan was to show POA as ***** was discovered missing . Our only goal was to stop the spending . The only revision we agreed to was adding us as POA then when the bank took money from moms acct when she could not verbally authorize we removed her name . I was so distraught i never viewed the terms . At the time moving the cds was not a concern. None of the paperwork but the one **** typed up reflect anything other than 12 mos on the cds on any other papers dating back to 2002 . I can assure you i would not have signed a 13 month cd . They did include no penalty fees in the report  . We are still waiting on the loan agreement and the terms in paying this loan off and closing it out . For the record i do believe documents have been altered  and not one person at that bank made any attempt to call me or help me understand  . Like me or not i was a client snd i deserved better customer service 

  Customer Answer

  Date: 01/30/2025

  As of 4 30 pm 1/29/25 no attempts have been made  to contact me . No records have been received regarding the terms where they secured a loan under the largest cd to pay a loan to this  bank . A loan to them  my brother had already defaulted on once . No documents to support they will take the money and pay this loan off early or that they even have the authority to do so . This cd was ****** securing a ****** loan and it is now at ****** and dropped as low as ****** before we had to enforce the *****  They  are still mad that i questioned their documents and i feel records have been falsified . The terms and revised documents do not appear accurate and all im getting are terms changed with the signatures where we initiated poa . It appears these signatures are copy and pasted wherever they want to copy and paste and they have made no effort to prove otherwise. **** is VP . This is a bubba system . No one is gonna admit to error .My sister was a victim of gaslighting as these threats were made the same day unprofessionally and with ill intent . **** was simlply mad because i requested clarification . If you are not doing anything illegal why the extreme measures when i simply wanted to understand why the documents and dates were so messy ?  .i made no threats i did not use  foul language   There has been no meeting , no call made to me or anything in writing to support these threats   except we can draw these cds with no penalty . I have reached out to corporate , the ceo and **** and no one has shown any concerns to resolve this or returned a call or an email . It has been 16 days since we were kicked out . I feel like im dealing with school age children that are mad so they dont want to work with me . Unfortunately in the business world sometimes you should do things because its the right thing to do . This is not resolved nor does it appear it ever will be . We plan to have the money moved no later than 2/14 preferably next week . I wanted to move it all this week but no one has given us the terms on the loan secured by the cd .or told us when the cds will be ready . We do have a bank ready to accept all funds We should also be given time to transfer my moms ss check but again nothing in writing only gaslighting / threats .  It does not appear they want to work with us . I certainly no longer want to work with them nor trust any of them . You can close this as unresolved as i continue to seek legal advice but BBB had no success in resolving this issue 

  Customer Answer

  Date: 01/30/2025

  As of 4 30 pm 1/29/25 no attempts have been made  to contact me . No records have been received regarding the terms where they secured a loan under the largest cd to pay a loan to this  bank . A loan to them  my brother had already defaulted on once . No documents to support they will take the money and pay this loan off early or that they even have the authority to do so . This cd was ****** securing a ****** loan and it is now at ****** and dropped as low as ****** before we had to enforce the *****  They  are still mad that i questioned their documents and i feel records have been falsified . The terms and revised documents do not appear accurate and all im getting are terms changed with the signatures where we initiated poa . It appears these signatures are copy and pasted wherever they want to copy and paste and they have made no effort to prove otherwise. **** is VP . This is a bubba system . No one is gonna admit to error .My sister was a victim of gaslighting as these threats were made the same day unprofessionally and with ill intent . **** was simlply mad because i requested clarification . If you are not doing anything illegal why the extreme measures when i simply wanted to understand why the documents and dates were so messy ?  .i made no threats i did not use  foul language   There has been no meeting , no call made to me or anything in writing to support these threats   except we can draw these cds with no penalty . I have reached out to corporate , the ceo and **** and no one has shown any concerns to resolve this or returned a call or an email . It has been 16 days since we were kicked out . I feel like im dealing with school age children that are mad so they dont want to work with me . Unfortunately in the business world sometimes you should do things because its the right thing to do . This is not resolved nor does it appear it ever will be . We plan to have the money moved no later than 2/14 preferably next week . I wanted to move it all this week but no one has given us the terms on the loan secured by the cd .or told us when the cds will be ready . We do have a bank ready to accept all funds We should also be given time to transfer my moms ss check but again nothing in writing only gaslighting / threats .  It does not appear they want to work with us . I certainly no longer want to work with them nor trust any of them . You can close this as unresolved as i continue to seek legal advice but BBB had no success in resolving this issue 

  

  Business Response

  Date: 02/03/2025

  ****** ****, Pinnacle's Area Manager for ************, established phone contact with Ms. ***** ***** the morning of Friday, January 31, and is working with her directly to provide all requested account histories and information that she is authorized to receive.

  Customer Answer

  Date: 02/03/2025

  I did speak with ***** fri 1/31/25.  14 business days after my complaint .  Ive expressed to him  the only thing i  received in writing from  them  that **** expressed in her phone conversation to my sister  is no penalty fees in withdrawal of cds. There is  nothing in writing regarding the cd and their  requirements in regards to the loan the cd secures .  The loan is 10 yrs old and it is only 2000 less than the original loan amount .  . ***** states they  are not obligated to give us the terms on the loan or whats been pd on it. Only what the cd has pd . Honestly after being kicked out for merely asking what im missing on cd terms throws up red flags . I can honestly say right now i trust nothing about them and feel in my gut the cd records were falsified.  I  expressed to *****  my sister nor i were aware a cd had been renewed as **** claims . They presented dates /documents but i still feel they  have been altered  . If no penalties for withdrawal fine but still illegal . **** claims this cd was renewed in june but im certain she is mistaken as she was not even at the bank when i went to sign this form . I sent a letter expressing my frustration to corporate  then that im not gonna ride around ac looking for her to sign a form . She was never in her office and asked to meet at a gas station that day  and thats not how i like to do banking . My sister picked the copy up and brought it for me to sign and no cd was discussed .  Ive asked at the very least for a copy of  the payments made from the cd on the loan but so far we have not receved it  .  i have not even seen any loan documents supporting my mom ever signed this cd over on the loan or the terms of the loan and im told we will not see these unless i can get my brother to provide them . He states he called ***** and requested them 2/1/25 but no one has reached out to him as of 5 30 pm 2/3/25

  Customer Answer

  Date: 02/03/2025

  I did speak with ***** fri 1/31/25.  14 business days after my complaint .  Ive expressed to him  the only thing i  received in writing from  them  that **** expressed in her phone conversation to my sister  is no penalty fees in withdrawal of cds. There is  nothing in writing regarding the cd and their  requirements in regards to the loan the cd secures .  The loan is 10 yrs old and it is only 2000 less than the original loan amount .  . ***** states they  are not obligated to give us the terms on the loan or whats been pd on it. Only what the cd has pd . Honestly after being kicked out for merely asking what im missing on cd terms throws up red flags . I can honestly say right now i trust nothing about them and feel in my gut the cd records were falsified.  I  expressed to *****  my sister nor i were aware a cd had been renewed as **** claims . They presented dates /documents but i still feel they  have been altered  . If no penalties for withdrawal fine but still illegal . **** claims this cd was renewed in june but im certain she is mistaken as she was not even at the bank when i went to sign this form . I sent a letter expressing my frustration to corporate  then that im not gonna ride around ac looking for her to sign a form . She was never in her office and asked to meet at a gas station that day  and thats not how i like to do banking . My sister picked the copy up and brought it for me to sign and no cd was discussed .  Ive asked at the very least for a copy of  the payments made from the cd on the loan but so far we have not receved it  .  i have not even seen any loan documents supporting my mom ever signed this cd over on the loan or the terms of the loan and im told we will not see these unless i can get my brother to provide them . He states he called ***** and requested them 2/1/25 but no one has reached out to him as of 5 30 pm 2/3/25

  Customer Answer

  Date: 02/09/2025

  The documents the bank provided suggests that we renewed all cds in jan 2023 but those same documents they sent says the cd matured in may 23 . That is 4 mos . Ive never seen a 4 mo cd . Something is incorrect. They say all documentx are accurate . No one at the bank  sees a problem .  We still have not received any information on terms and  payments and requirements on the cd that secures this loan . ***** **** me i would at the very least get the list of payments they took for the loan from the cd but i have not received them . My brother also asked for a list of payments he made and the loan terms as previously noted but no one has contacted him. ***** **** me he could not give them to me but my brother could request them. We are still waiting .

  

  Business Response

  Date: 02/24/2025

  The Pinnacle team has worked extensively with Ms. ***** since this complaint was submitted in January. Additionally, Pinnacle's legal team is working to ensure proper and fair resolution to this matter. Ms. ***** continues to demand access to records (e.g., ******** loan") that she is not entitled to because she is not an authorized owner of the account. We are reaching successful resolution of the matter with Ms. ****** sister (referred to in her complaint as "*****"). Is it possible to close this BBB Complaint record? Please reach out to **** ******* at Pinnacle: ********************* or ************.

  Thank you.

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This has been going on for about a month now! I dont have a job and been trying to find one since July. So Im not getting regular paychecks anymore.i feel like at this point I am a target because of it right now I Urber and try my best and have a daughter to attend too. So ok to the point pinnacle keeps putting extra funds in my account thats not there and ppl are snatching from it after the fact I have nothing in there if that makes since! And then everytine I look up my account is withdrew and here they go hitting me with fees every week its something and this keeps reacurring Ive told them several times they keep putting money in my account and setting me up and no one hears me theyre scamming me and then take every dime of my money this time half and Im so tired! Right now Im trying my best even trying to start a business and I know for certain they will not be touching any of that! I am frustrated and want it fixed im am tired

  

  Business Response

  Date: 09/26/2024

  Please contact the team at your local Pinnacle office in ******* at ************** and they will work with you to understand how charges post to your account and address any fees you've been charged.

• Initial Complaint

  Date:09/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The ** over my account is **** @ ************* in ************, Tn.. I have a massive conflict w/ them as of 8/19/24, due to someone going in my account & returning a fully processed Planet Fitness payment on 08/19!! My payment *** is $25.53, and the payment was fully processed/no longer pending on 8/17/24!! So now ************** is trying to process another payment on 8/19 for the $25.53 (that was illegally returned) plus another $15.00 returned payment fee!!! When I brought this to my F.A.s attention, that I could clearly see they had illegally returned a payment that shouldve never been tampered with, she told me there would be no way for her to return a fully processed payment.. Then I reminded her, she went in my account (about 2 yrs ago) with me on the phone and returned a fully processed payment for Speedway for $10 worth of gas (once before) to put back in my account to bring to a positive!! So l knew she was lying!!! She kicked me out of my acc. and gave me 30 days to find a new bank on 8/20/24, the only reason I was given 30 days, is because my account was -****** and she wanted it to come to a fkn positive!!! But seeing as I was robbed by pinnacle employees, I asked for a printout of every information to my account from bank statements (when in the negative) the payment chosen to be processed/denied/returned/overdraft fees But what was given to me was only a few bank statements (like 3) and one sheet of paper showing 4 transactions for the month of August only!! And when I asked her where the rest of my documents were, she told me that it was all!! But I have had this account since 2017!!!! I know **** well the little bit of papers I got, was surely not all the information on my acc.. I ask her for ALL documentation showing all transactions I had made with my overdraft limit from: what they let process, what they denied & returned as well as all the $30 overdraft fees processed!! But she refused to give it to me because it would have incriminated them!!

  

  Business Response

  Date: 09/26/2024

  ********* *****, Area Manager for Pinnacle's Murfreesboro offices, reached out to Ms. *** and left a voicemail on Friday, September 20. She would like to speak to Ms. *** to resolve this matter and can be reached via the number left in the voicemail.

• Initial Complaint

  Date:09/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  It has come to our attention that Pinnacle bank moved our existing church checking (Fellowship of ******************* account to a money market without written consent from anyone with authorization provided, no written notification, no details on the app advising of these changes. They applied a $25 fee per month to our non-profit account without our knowledge and when we questioned them, they advised they did this for multiple customers and when we complained they only refunded 3 months of fees and reverted the account back to checking. How is this legal without written consent??

  

  Business Response

  Date: 09/19/2024

  The local Pinnacle leadership team is researching the history of this account and will reach out directly to *** and ***** ***** to discuss the findings and resolve this matter.

  Customer Answer

  Date: 09/26/2024

   
  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.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have been wrongfully charged paid item fees (overdraft} repeatedly by Pinnacle. I have 2 accounts, I used to keep the bulk of my money in an account not accessible by my debit card, but I can only access that money by transferring it to my primary account linked to my debit card. They repeatedly charged me paid item fees when I overdrafted my primary account but still had more than enough in account 2 to cover it. That was a couple years ago, I keep most of my money elsewhere now because why should I let them hold it if they're gonna do that, well just 2 weeks ago I checked my account in the AM, I was overdrawn, so I transferred money from an outside account to ********************** and paid $4 to have it completed in minutes, I had it sent through my debit card, I saw it on my balance just a few minutes later. the next day they charged me $60 in paid item fees. And just yesterday I checked my balance in the AM, I was in the green, this morning it shows a $22 overdraft and a paid item fee of $30. And I have noticed transactions inserted in between existing transactions over night. They only give me dates,not times. They have screwed me out of no less than $300 in the past 4 years. And a month ago I checked my account at night, I only had a few dollars, I had just paid my electric bill by check I knew I had to deposit money, which I had in my wallet, the next morning I check my account at 7:30 it showed the check and they already hit me with a paid item fee. When I have money they take 3 days to process transactions, but let me be in the red, they push it right through. But when I sent money to cover my overdraft they leave the transfer pending and process the debits to charge me $30 each. Pinnacles business practices are despicable, I'm injured right now and only working part time and these people are making my life more difficult than it already is. I intend to cease business with them, I'm in the process of moving my draft payments elsewhere.

  

  Business Response

  Date: 07/18/2024

  The team at ************************' local branch spoke with him on Monday, July 15, and arranged for an appointment to discuss this matter and work towards a resolution. As of Thursday, July 18, ************************ has not taken further action to visit the branch or speak with the Pinnacle associates who have contact with him. We will gladly meet with him to resolve this matter at his convenience. 

• Initial Complaint

  Date:06/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 found out that someone went into my account and revoked my overdraft privileges and lied and said that I have overdraft more than 30 times in one month. I just found out this information on 06/17/24 when I tried to request my overdraft privileges but it happened around feb 2020. The rep research this information and some one lied one me and committed a fraudulent statement. Whom ever did this from the ******** pinnacle bank or somewhere else needs to be prosecuted. If this is not resolved I will contact the news station and make them aware of the fraudulent things that happening in the pinnacle bank.

  

  Business Response

  Date: 06/24/2024

  ****************************, Area Manager of *******, spoke with complainant on Thursday, June 20.

  **************** thanked complainant for being an account holder since 2014 - before Pinnacle converted from Magna Bank.
  **************** explained that ***** did not offer overdraft privilege.  Due to a system error on our part, all Magna business accounts were incorrectly converted over to Pinnacle with the overdraft privilege status as revoked instead of the proper coding of exempt. 
  This error was unknown to our team until this occurrence, and **************** apologized for any confusion it caused. 
  **************** also shared that the information provided by our team was incorrect.  While maintenance was performed on complainant's account in February of 2020 relating to overdraft fees, it was not directed specifically to Amazing Praises account activity.  **************** shared that this was a policy change that Pinnacle made to benefit all business clients in 2020.  **************** then walked her thru the premise of continuous overdraft charges and why Pinnacle chose to make this decision.  **************** again apologized that she was led to believe that this item in her maintenance history was the reason for the revoked status of her overdraft privilege. 
  **************** let complainant know that we would take the necessary steps to instate overdraft privilege to her account based on the accounts eligibility, and made her aware of how the privilege worked (driven by a matrix that takes into account average balance and account history).
  
  At the end of our call, complainant understood the reason behind the misinformation she received.  **************** assured her that she would work with our teams to educate them on these issues so that we can better serve our clients going forward.

• Initial Complaint

  Date:01/22/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 not liable for this debt with Pinnacle Bank, I do not have a contract with Pinnacle Bank, they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 02/05/2024

  This serves as response to the consumer complaint submitted by *********************************** (Complainant) to the Better Business Bureau (CFPB) on January 24, ****, and received by Pinnacle Bank (Pinnacle) on January 25, ****. 

  On August 30, 2023, the Complainant called Pinnacles ********************* requesting to be removed from the account. She was given incorrect information stating that the primary cardholder had to call in and remove her. Since this was an error on Pinnacles side, we removed the Complainant from the account on February 5, **** and submitted a correction to the credit bureaus requesting to have the account deleted from the Complainants credit report. 

  Customer Answer

  Date: 02/06/2024

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:03/03/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 debit card expired last month and I waited and waited for a new card. Today I called pinnacle to ask where it was and they informed me that they sent it to an address I have not lived at since February 2021. I have been receiving pinnacle mail at my new address for 2 years and all of my accounts are tied to my new address, but somehow they sent my debit card to a completely wrong house and now I have to get an all new debit card with all new numbers.

  

  Business Response

  Date: 03/06/2023

  ******************, we apologize for this mistake and have worked with your local banking office to ensure you have received a new debit card. Thank you for your patience as we worked to resolve this in a satisfactory manner.

  Customer Answer

  Date: 03/09/2023

   
  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.
  
  Sincerely,
  
  *******************************