BBB Accredited Business since
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This company is a financial institutiion offering full-service banking.
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A BBB Accredited Business since
BBB has determined that StellarOne 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 StellarOne include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 7 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||4|
|Total Closed Complaints||7|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
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:
Bureau of Insurance
1300 East Main Street / P.O. Box 1157, Richmond VA 23219
Phone Number: (800) 552-7945
State Banking Authority
1300 East Main Street Suite 800 P.O. Box 640, Richmond VA 23218
Phone Number: (800) 552-7945
Fax Number: (804) 371-9416
Type of Entity
Business ManagementMr. O.R. Barham Jr., CEO Mr. Josh Gehring, Senior EVP/Director of Retail Mr. Melissa Bradley, Retail Manager, W. Main Salem Ms. Nancy Brubaker, Retail Manager, Williamson Rd. Ms. Karen Burks, Retail Manager, Moneta Ms. Debbie Coleman, Retail Manager, E. Main Salem Ms. Sue Conner, Retail Manager, Riner Ms. Angela Edmonds, Retail Manager, Shawsville Ms. Marsha Lauer, Retail Manager, Forest Ms. Carol Lawhorn, Personal Banker, Brandon Oaks Ms. Lenore Linkous, Retail Manager, Blacksburg Ms. Misty Lucas, Retail Manager, Christiansburg Ms. Marcy Marcuessen, Retail Manager, Pearisburg Ms. Casey Nicely, Retail Manager, Christiansburg Ms. Pam Rhodes, Retail Manager, Vinton Ms. Karen Smith, Retail Manager, Radford Ms. Lynn White, Retail Manager, Dublin Ms. Robin Wright, Retail Manager, Crossroads Ms. Debbie H. Young, Senior Vice President/Regional Corporate Relationship Manager
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Complaint Trends - Last 3 Years
Customer Review Trends
Read Complaint Details
Complaint: I made a deposit of $2,400.00 into my checking account which I have had with Stellar One for over 3 years. Over the weekend, I made several purchase and usually my deposits are posted Monday before any of the deductions come through; however, this Monday there was a hold placed on my deposit for $2,200.00. I use this money to live off of and buy school supplies for my children! I have no funds and I have been charge $140.00 in overdraft fees resulting from this hold. I have been an established customer of Stellar One since 2009!!! I usually bank at the South Roanoke Branch on Franklin Rd.; however, this location was closer to the shopping center. I feel as if I should have been notified prior and I have never had any HOLDS place on any checks that I have deposited nor has there been a history of returned deposits on my account.I wish to be compensated for these overdraft charges which were caused by this HOLD being placed on my account as I do no see this a being my issue with there process that should have been clearly looked at to see how it would in my case affect ME the CUSTOMER.What good is having MONEY if you can't use it...
Desired Settlement: All overdraft fees refunded which were caused by this HOLD.Deposited credited to my account.
Business Response: On Saturday, August 11, 2012 client made a large check deposit though an ATM. Due to the amount of the deposit, the system placed a temporary hold. On Monday, August 13th, when the transaction was pulled for processing by the financial center, a Notice of Delayed Availability was mailed to the client with detailed information and noting, that when the check that had been deposited is paid, any fees for overdrafts or returned checks that resulted solely from the additional delay would be refunded. Upon review of clients account, as a result of the hold, 4 NSF fees were incurred on Monday, August 13th. The client received credit on Tuesday, August 14th for those fees charged.
BBB's Final Determination: Consumer accepted resolution offered by the business.
Problems with Product/Service
Read Complaint Details
Complaint: After I moved to my new address, I sent the bank email and call them to update my new address, and I was told the address is update. However, I have never received their bank statement or mail. Recently, I found my account was charged dormant fee, and know they dormant my account and start charging my dormant fee long time ago.I am not sure how early since charged me the dormant fee, because I cannot find the charge history until recent a few months. I tried to download online statements but there is web page error if I want to download earlier than early 2010. I send them email to ask for paperless statement and they said they can only mail it to me, which I haven't received after 4 workdays. They said since it is mail, they do not know when will I get it. I cannot believe, there is such a bank in the US, that do not provide electronic statement online or through email! I called them to find out why I did not get noticed before my account is dormant, and I could activate it when I was noticed to avoid charge. People talked to me online and people at local blacksburg bank only focus on "charging the money is legal and it is illegal to return the money". I take the initial to veriy my address since it is wierd that they said they sent me mail while I did not get it. They said the address I told them is update correctly, impatiently. Then a senior lady ***** ***** sent me email, saying they already get my address and still focus on "charging the money is legal!". On the email, I find they mistype my address, which is the reason I am not noticed! It does not make sense to me, every time I call and spell my address, why they just ignore the address I told them?
Desired Settlement: I have spent so many hours to remind them the address could be wrong and finally find out the address is indeed wrong. This part of job should be done by the bank staff instead of me. The billing address is so important as a security verification. I require:1. provide me electronic version of my statement since my account was setup2. apologize and compensate the time I spent on correcting their fault on address update, 3. return me the charged dormant fee plus 5% interes during this time
Business Response: In response to BBB case# ******* Resolution to client complaint is as follows: Upon review of client complaint and further research on account, StellarOne has provided the following: · Account address updated and confirmed to be accurate · All statements, from account opening, have been printed and mailed to client · In addition to an atonement restitution in the amount of $25, all charged fees on account were refunded in the amount of $83 for a total of $108.00 Please let me know if you need any further information. Thank you,
Consumer Response: Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. 1. not all statement is sent to me. There are missing pages in the statements sent to me. 2. No apologize. 4. I want to ask for 5% interest for their mis-charge during the latest two years. 5. I am doing work for them: I keep on updating my address and they finally agree to make the correct one. They first sent me only $78 trying to deceive me. After I get partial of the statement and I find the mis-charge is over $78. They then told me it is $83. I have no idea whether it is the correct number after I get all the statements. I ask for compensation for all the work I have been doing which should be their job duty. Regards, *** ***
Business Response: in response to Ms. *** ***** complaint ID *******. 1. On May 8, 2012, StellarOne communicated via email with Ms. *** that we are happy to provide the additional missing statement, if she would let us know which one she has not received. 2. On April 26, 2012, StellarOne communicated an apology to Ms. *** when we informed her that we were providing a credit to her of $103 ($78 in fees and $25 in atonement), an additional apology is forthcoming. 3. Ms. *** was assessed fees totalling $83, StellarOne has refunded these fees and provided an additional $25 to Ms. *** as atonement. (an additional $5 fee was discovered after the original refund on April 26.) 4. Ms. ***'s address has been corrected and verified with her. An error had previously omitted the apartment number from printing, which prevented proper delivery of statements. A review of Ms. ***'s account showed that she had been assessed a total of $83 during the life of her account, which has been refunded. We welcome any additional feedback. Sincerely, ****** ** *******
Consumer Response: in response to Ms. *** ***** complaint ID*******. 1. On May 8, 2012, StellarOne communicated via email with Ms. *** that we are happy to provide the additional missing statement, if she would let us know which one she has not received. You told me you are able to find out all missing statement and send me a complete one. Your staff send me statements with missing pages, and even cannot spend time to find the missing page? 2. On April 26, 2012, StellarOne communicated an apology to Ms. *** when we informed her that we were providing a credit to her of $103 ($78 in fees and $25 in atonement), an additional apology is forthcoming. I want interest 5% for the charge over the two years. 3. Ms. *** was assessed fees totalling $83, StellarOne has refunded these fees and provided an additional $25 to Ms. *** as atonement. (an additional $5 fee was discovered after the original refund on April 26.) How is the additional $5 get discovered? By yourself? You should apologize for making mistakes again and again. 4. Ms. ***'s address has been corrected and verified with her. An error had previously omitted the apartment number from printing, which prevented proper delivery of statements. A review of Ms. ***'s account showed that she had been assessed a total of $83 during the life of her account, which has been refunded. The review is not done by you but me. I have spent so many hours on: find our address error, statement error and persuade your staff that the address is wrong by keeps on calling you and email you. I want compensate for the hours I spent which are supposed to be done by your staff. We welcome any additional feedback. Sincerely, Regards, *** ***
Business Response: StellarOne is waiting for Ms. *** to inform us of the statement pages that are missing. Once we have this information, it would be our pleasure to provide the missing pages. At this time, StellarOne has not been informed as to the statement pages in question. After further review of Ms. ***'s request for additional compensation, StellarOne feels that we have worked to provide an appropriate resolution to Ms. ***'s request, and no additional compensation will be forthcoming. Thank you, ****** ** *******
Consumer Response: It is not my responsibility to help stellarone stuff to find the missing page until I get paid to do so. I also want 5% of the overcharge money during the past two years. Regards, *** ***
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.
|3/27/2012||Problems with Product/Service | Complaint Details Unavailable|
|12/21/2011||Problems with Product/Service|
|4/18/2011||Problems with Product/Service|