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BBB Accredited Business since
BBB Business Reviews may not be reproduced for sales or promotional purposes.
This company offers home loans and investment property loans.
A BBB Accredited Business since
BBB has determined that Extraco Banks meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Extraco Banks include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Federal Deposit Insurance Corporation
1910 Pacific Ave # 1900, Dallas TX 75201
Phone Number: (800) 568-9161
Type of Entity
Business ManagementMr. Paul Taft , Senior Vice President, Compliance Officer Mr. Mike Thompson, President / CEO Ms. Cheryl Traudt, Vice President - Director of Marketing
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Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
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BBB Complaint Process
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BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: I have owned my account with Extraco for too long. Since they were paid to go with Discover, their service has bit the dust. My card & my wife's card picks and chooses when it wants to work. We can't buy groceries, we can't pay bills, we can't get gas. Either the cards won't work or Discover is not acceptable. Which in our case is every single one of our bill vendors so we are left to pay third party vendors to pay our bills. I call EVERY time this happens. It's my money, I shouldn't have to ask permission or worry if it's going to work. The most recent time, my wife called and since she has lost her voice she has to yell to be heard. I was standing in the same room while Extraco was on speaker so I know exactly how this issue came about. When the "relationship banker" by name of **** came to the phone, there was automatic tension. That alone shouldn't be; if you're having a bad day, leave it at the door! Since my wife is yelling to to be heard this woman is becoming offended. I explained whybshes yelling and she told me "this phone call does not concern you, please do not interrupt again." Are you serious ****?! That is MY account! After this, she told my wife & I to "** ** ****." Is that really how Extraco is treating customers now? My wife tried to file complaints but couldn't get anyone to cooperate. Today 10-10-14 my wife was once again attempting to use the account when ait declined again. She went to the bank where they informed her they had closed our account. She called me & I went to find out where my money was. We find out that we have been fired from Extraco for "use of inappropriate language." Without notice. Without authorization. So we were cursed at by ****, a relationship banker for Extraco but we, the customers were let go instead of corrective action towards ****. I wanted answers and got nothing from the bank. They are completely oblivious to the language & manner in which their employees treat their customers.
I demand an apology to myself and my wife from Extraco & from ****.
|10/8/2012||Problems with Product/Service|