Complaints

This profile includes complaints for Associated Bank, N.A.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Associated Bank, N.A.

  330 E Kilbourn Ave Ste 850 Milwaukee, WI 53202-3170

  
• 

  Associated Bank, N.A.

  622 Roosevelt Rd Machesney Park, IL 61115-2185

• 

  Associated Bank

  612 N Main St Rockford, IL 61103-6997

• 

  Associated Bank

  4400 Center Ter Rockford, IL 61108-3907

• 

  Associated Bank, N.A.

  4600 N Brandywine Dr Peoria, IL 61614-5512

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:05/27/2025

  Type:Product 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.

  On or around May 3, 2025, my spouse attempted to transfer $500 via ***** from my business account (in my name) to his account. While I was not aware of that specific transaction at the time, I had given him full permission to manage our household finances and use my account accordingly. The transaction did not go through, and I received an email notification about a potential security issue. On May 5, 2025, I was contacted by Associated Bank and informed that the transaction had been flagged. During the call, I explained that my spouse is authorized by me to manage finances, though I understand he is not officially listed on the account. The bank representative informed me that my spouse would need to be formally added. The call ended before we could complete the conversation, and no one from the bank followed up with me afterward to resolve the issue or explain the next steps.Following that conversation:I received an email telling me that my Zelle access was on hold for 1-2 days My online banking access was disabled My account has remained restricted, preventing me from accessing my own funds Since then, I have called three times (May 6th, May 8th and May 10th) and have consistently been told that only a certain person at this bank can handle this issue. However, I have not received a follow-up, resolution, or timeline for when this will be addressed. As of today, more than 20 days after this incident happened, there is no clear path going forward. I am requesting the following: Immediate restoration of access to my account and online banking. Clear instructions on how to authorize my husband on the account, if necessary, in accordance with bank's policy. A reasonable explanation for the delay in handling my repeated inquiries. I understand the importance of fraud prevention and security protocols, but I also believe that customers deserve timely assistance and guidance when issues arise. I hope this matter can be resolved quickly and professionally.

  Business Response

  Date: 06/06/2025

  Please see attached response. 

  Customer Answer

  Date: 06/06/2025

  [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

  Date:05/06/2025

  Type:Product 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 mom and dad were customers for many years at ********************** ******* mom passed away 5 weeks ago; dad had already passed.Not only was I the *** for my mom, she had in advance listed with the bank POD for her *********** sister and I did all the necessary paperwork with the bank. We still have not received via transfer our money and dads assets/inheritance from the accounts.We have multiple bills/payments coming into me as *** and are still waiting for the money that is actually our money.

  Business Response

  Date: 05/09/2025

  Please see attached response.

  Customer Answer

  Date: 05/09/2025

  [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

  Date:04/19/2025

  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 have just recently discovered that Associated Bank charges an additional $3.50 per ATM withdrawal from machines that were "out of network", meaning ************ with which they are affiliated. This is not a standard bank practice, and being that it is not, simply informing new customers by including this in the contract can be elusive. I believe that it is their responsibility to explain this to a new customer, and this was not ever explained to me. When I inquired about it, the *** simply said "well, you signed the contract". But, it is my opinion that they are purposely obscuring this fee. As this is not a standard banking practice, and therefore a full disclosure explanation ought to be provided before signing up.

  Business Response

  Date: 04/29/2025

  Please see attached response. 

  Customer Answer

  Date: 04/29/2025

  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, details of the offer I reviewed appear below.
  It is mentioned that the *** should also disclose whether my bank is charging a fee as well as the ***, and this is not the case. I have never been notified by the *** that my bank is also taking a fee.  I believe their system of taking fees is complicated since I am not aware of any list of the ***s which operate at no charge to the customer.

  I personally do not see any difference in the expense of using an *** card to make a purchase or to withdraw money. And as far as I know, I am not charged for making purchases.

  
  [Please type your response here.]
  
  Regards,
  
  ***** ********

  Customer Answer

  Date: 04/30/2025

  I would like to please amend my latest complaint regarding this case.  I was on my cell phone when initially responding.  But, I wanted to comment more in length.  The bank claims that because this is in the written agreement that I automatically agreed to have Associated Bank take out an additional fee of $3.50 for each out of network *** withdrawal.  My claim is that at the time of opening this account, I was not made aware of this section of the agreement.  Since this is not a "standard" practice of all banks, and is a specific practice of AB and some other banks, this ought to be as completely transparent as the perks that they discuss to encourage one to open an account.  IF this was a standard practice of all banks, then it would be common knowledge.  I believe that the bank is required to inform prospective clients of all the benefits and penalties that are specific to their operation.

  When I say, " I would never have used my card in these situations", it is not some excuse on my part for overlooking an expense accumulating to over $7,000.  It is offensive that they insist that I knew this information.  I assume that they are claiming that I indeed did KNOW this at the time of opening my account.

  Additionally, I have never received a list of participating ************ that would not charge me.  I had been under the impression that the only *** I could use for free was the *** at their bank locations, which are very limited.  So, at the time of withdrawing cash from an ***, I made the decision to pay the *** that I was using at the time a fee.  The *** even asks you if you would like to continue after being informed of the fee.  Associated Bank does no such thing.  Even the receipt at the *** reflects the amount taken out, plus the ***'s fee and then the remaining balance.  Never does that balance include Associated Bank's additional fee.

  Over the course of 15 years, I would think that the bank would bring to my attention the fact that I have been wasting more than $500 a year on their *** fees.  In actuality, I was spending closer to $1,000 a year on *** fees.  I am the type of customer to always file a dispute against charges on my account that are not authorized.  So, I am hardly someone who would knowingly waste $500 a year on AB's *** fees.

  When I would look at my statement, it simply read "out of network" fee, which I assumed was the fee from the *** machine from which I was withdrawing my money.  There is not a separate fee on the statement for that-rather it is just included in the total withdrawn.

  Anyway, I suspect that AB cannot, or will not, return my money because it would open them up to much more scrutiny in general.  And, they cannot very well return only a portion of it, because that would also be an admittance of  error on their part.  It is my belief that they have creatively worded their agreements, their sales pitch, and bank statement to keep this fee somewhat elusive from the customer's knowledge.

  
  

  Thank you,

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

• Initial Complaint

  Date:04/18/2025

  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.

  Every month Associated Bank sends my statement late. Its just a couple days before its due. This month it came on the 4th and its due on the 8th. I made out a check and mailed it on the 5th. It is now the 18th and they claim that they have still not received it. Although, the 5 other bills that I mailed out that day have cleared my account, within a week. I talked to a representative today and she said that 65% of the calls that she is receiving are about checks not clearing on time. Its obvious that they have a problem. I believe that they are trying to pad their profits, with late fees or trying to force customers to sign up for autopay. With their incompetence, theres not a chance that Im going to give them access to my accounts. Her recommendation to fix this problem was for me to double up on my payment, so it wouldnt be late. Why should customers have to pay a month in advance to cover for their incompetence? This is unacceptable.

  Business Response

  Date: 04/24/2025

  Please see attached response.

• Initial Complaint

  Date:04/15/2025

  Type:Product 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.

  On 12/9/2020, I closed on my first home with Associated Bank. I was told by the loan officer that I would have to purchase my first -year home insurance out of pocket, which I did. I used See home insurance company now ******************** I purchased my policy on 11/29/2020 at $1,520 with the insurance agent. That transferred me to their **************** payment system to purchase my policy. As I began to review my closing documents, I see that the $1,520 Insurance has been applied back into my mortgage, along with the property taxes check for $2,484.25 I received from the previous owner. But Associated Bank only credited me $156.54. I am raising my grandchildren and when I saw the size of this home and the property taxes. I knew God had answered my prayers. ***** neighborhood for my grandkids and close to their school. Unfortunately, everyone failed to disclose to me that the taxes on this home had actually doubled since 2021, leaving me with the tax balance. I was told I needed over $4,000 to close on my home. When I was included in an email, but I received it after the transaction showing I was only $175.62 short. ************** on numerous occasions to no avail. When I contacted the Insurance agent, she said that my payment over the phone through **************** and a check sent to ********* ****************** are the same payments. I don't know what she means by this, but the money was put back into my mortgage. I do not have the funds or the mean to hire an attorney to further this matter. I am just trying to raise my grandchildren with peace and stability. i don't think it's fair that this can happen and ************** is allowed to just look the other way.

  Business Response

  Date: 04/23/2025

  Please see attached response. 

  Customer Answer

  Date: 04/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23208162 and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   I was never asked by the insurance company to submit another complaint. I have filed a complaint with the *** against this insurance company OCI File No. 400771.  If Associated Bank can please provide documentation showing that this is a second insurance payment added to my mortgage because I was never asked to submit another payment.  Associated Bank never collected any taxes at the end of 2021 I was given a check and continuously told not to spend it like a kid. Maybe they wanted me to spend the money so they could do this. I was handed that check at closing in my hand Associated Bank did not have to pay anything and why do they think they can only credit me $156.00. My grandchildren looked so sad on Christmas with nothing but a Christmas tree because I would not cash that check, if I knew I would be scammed out of my life savings maybe I should have just cashed the check for my grandbabies. 

   
  Regards,
  
  ****** *******

• Initial Complaint

  Date:04/04/2025

  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.

  This started with fraud/scam transactions at the end of January. At that time ********** froze my son's saving act. I went to the bank, worked w/ a personal banker on the trans that were made in good faith based upon two checks that ended up being fraudulent. The dispute department sent initial findings that was not in our favor. The letter requesting more supporting information was received after their deadline so I wrote a letter to the dispute depart mid March in regards to this. On March 20, 2025 they deposited the refund as a provisional refund without notifying us. My son had to pay his college tuition out of this account & could have drained this account without knowing that almost $2k was subject to being reversed. This practice of a provisional refunds in the end will hurt more customers than help them., The customers should always be given a choice with a full explanation to be able choose to have a provisional refund that we could be reversed. Being as Associated Bank failed to notify us of the provisional refund, I believe they should be responsible for the $1942 to pay us back. It was their responsibility to make sure we knew this about a provisional refund and they failed to do this. Meanwhile the savings account that had the fraudulent checks deposited is frozen. My son is in another state at college & if he would need that money outside of bankers hours he will have no way to access it. He or I would need to go to bank in person when there is a personal banker to have it transferred. Is it even legal in ** for them to provide the provisional refund without notice then reverse it without notice? Doesn't WI have a law on this that they need to provide notice. We have not received any notice on a provisional refund. Our family has used this bank for almost 25 ******* feel like our loyalty to this bank does not seem to matter. This is going to drive a decision to look for a new bank.

  Business Response

  Date: 04/09/2025

  Please see attached response.

  Customer Answer

  Date: 04/09/2025

  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, details of the offer I reviewed appear below.
  
  I disagree with the notifications. The first one requesting more info and as I stated in my complaint came after the due date. I received a letter today dated March 20, 2025 about the provisional refund. This is not timely and is not acceptable. I have tried calling both consumer affairs to discuss but have yet to reach the associate working on this. Furthermore I have left two messages with fraud in regards to un-freezing the account we need access to.  I also believe they acted illegally by depositing money and withdrawing it without confirmation that knew and understood the process. We should be compensated for this. Thank you! *****
  
  Regards,
  
  *****/****** *****

  Business Response

  Date: 04/16/2025

  Please see attached response. 

  Customer Answer

  Date: 04/17/2025

  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, details of the offer I reviewed 

  I do not agree with **************** Both of their letters in regards to notifying us of a provisional refund deposit and withdrawal were received via mail 3 weeks after the letter date. This is unacceptable. You are dealing with peoples accounts that fund their living expenses and never should be touched without confirmation of understanding or agreement. I would not have agreed to a provisional refund and should have been given a choice. 
  *****

  
  Regards,
  
  *****/****** *****

• Initial Complaint

  Date:03/28/2025

  Type:Customer Service 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 made a deposit on Wednesday, March 26, 2025. A cash deposit. When I looked at my account on the morning of March 27, the deposit was not there. I called customer service and ******* told me that they don't know where it is - that they would look into it. Later in the day, a deposit appeared in my account but it wasn't for the full amount. So, I called back again. At this time, I was told by **** that another request would be submitted for the rest of the deposit. When I expressed concern that my bills would be clearing my account and I needed that money, he suggested I pay my bills later. ******* then called me the morning of March 28 and left a message that the money is now in my account. But it isn't. I called her to say that it is not there and she gave me another line about them working on it. I asked to speak to the manager - who is **** again - and he refused to help me. It is now more than *********************************************************** my account. I asked for ****** manager and he smugly told me I'd have to wait ***** hours for someone to call me and that I should have a nice day.

  Business Response

  Date: 04/03/2025

  Please see attached response. 

  Customer Answer

  Date: 04/14/2025

  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, details of the offer I reviewed appear below.
  
  I find the response from Associated Bank to be underwhelming.  They did nothing to make up for it.  They just provided a summary of what happened.  I already knew what happened.  They made several mistakes and their answer is, "well we fixed them now and we're not giving you anything to make up for it."  They don't care that I had to make several phone calls, my time, my frustration, and that I was met with a smug response from their customer service supervisor.  Poor all the way around as far as I'm concerned.  **************** is dead.

  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:03/26/2025

  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.

  After opening the Access Checking Account and meeting the requirements listed below, I was denied the $600 bonus because I added a minor (my young son) as a co-owner of the account. The customer service informed me of that on 3/26/25 over the phone. This condition was not mentioned in Associated Bank's offer disclaimer, nor was I informed of such a rule when I consulted the banks customer service before opening the account online around April 12 to 15, 2024 I have maintained a balance of over $10,000 in this account since its establishment on May 1, 2024.Sign-Up Bonus Requirements:To receive up to a $600 bonus, the account must meet the following criteria:Minimum opening deposit (Associated Access Checking: $25)Recurring direct deposits totaling $500 or more within 90 days of account opening from an employer or government agency I formally request that the bank credit my account with the $600 bonus. Otherwise, this would constitute mistreatment and misleading practices, as I could have instead placed my $10,000 in a CD earning a 3.5% interest rate for 12 months.

  Business Response

  Date: 04/03/2025

  Please see attached response.

• Initial Complaint

  Date:03/19/2025

  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.

  3/19/25 I have been dealing with some overwhelming health issues for the last year and a half. I have not been able to work full days and it has been hard for me to keep up with bills. I recently was negative 110 dollars in my checking account and once I realized it, I made two deposits into my account to bring it back to positive. After the first deposit, I was charged an overdraft fee. After the second deposit, I was charged again. ******* at customer service made me feel horrible. He was not kind or courteous like any of the previous customer service representatives. He was insulting, and when I asked to talk to someone else, He let out a huge sigh....Like I was a burden or something. I just wanted an answer as to why the gave me overdrafts after a deposit. I was trying to do the right thing and get my account to positive, and ******* gave me zero explanation and an anxiety attack. His manager was a bit more helpful, and reversed one of the two, but I just wanted to know why they charged me twice when I was just trying to get it back to positive. Sorry to sound upset, but I am a customer, ******* made me feel more like a burden on his day than a customer. I know this is my own fault due to health circumstances, but I cannot drive, so going into the local branch was not an option. I would like someone to review that call and let ******* know that the customer should be treated with respect. I doubt anyone cares to reverse the overdraft, but Id like an apology from *******/your company, along with an explanation as to why you charge overdrafts immediately after a deposit. Thanks, I hope to hear back soon. If this cannot be resolved or explained, I will be seeking banking elsewhere.

  Business Response

  Date: 03/26/2025

  Please see attached response. 

  Customer Answer

  Date: 03/26/2025

  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.  
  

  I will be looking for a new bank, unless the rude male employee is no longer with the company. I am a customer, not a burden and that was the worst interaction Ive had with any company. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:03/16/2025

  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.

  Sunday, March 16, 2025 RE: $5.00 short Dear *** or Madam:I brought my change to Associated Bank Friday, March 13, 2025, at about 10 am. I counted the coins twice and separated them into containers before I brought them in. I had a total of 7-8 oz cool whip containers. I brought them in a box. I had my bank statement made out before I brought the coins in.1 container with $19.80 in dimes.1 container with $15.00 in *******.5 containers with $415.00 in quarters. 4 containers with quarters had $100.00 each. 1 container with quarters had $15.00 in it.The seven containers totaled $449.80 I deposited the money into my checking account.The lady would not run the containers separately. I wanted to do the dimes, *******, and quarters separately. She said, We run them all together. The coin machine she put the quarters in was right behind her. I got to watch the counting. The machine broke down and the lady had to open the top part and fix the rubber ring and push the coins in manually. Then she opened the bottom. The quarter bag was full like most of the bags underneath the coin counter. She had to keep shaking the quarter bag to get the quarters to go down.When the lady was done forcing my coins to go down the coin counter into the full bags, she went over to a machine on the counter which was on the left side of the coin counter and brought back a batch receipt which read $5.00 less than my total. My total coin count was counted twice. Her total was counted in a machine that had a breakdown. I told her I wanted the $5.00 difference. She said we are not responsible for the difference in total. She would not do anything for **** am writing this claim to request my $5.00.Thank you,**** M ****

  Business Response

  Date: 03/25/2025

  Please see attached response.