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Republic Bank & Trust Company

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Phone: (502) 584-3600 View Additional Phone Numbers 601 West Market Street  Corporate Center, Louisville, KY 40202 http://www.republicbank.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Republic Bank & Trust Company 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.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Republic Bank & Trust Company include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 37 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

37 complaints closed with BBB in last 3 years | 25 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 18
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 17
Total Closed Complaints 37

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Republic Bank & Trust Company
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: September 01, 1982 Business started: 01/01/1982 in KY Business incorporated 01/01/1982 in KY
Type of Entity

Corporation

Business Management
Mr. Mike Ringswald, Senior Vice President Mr. Scott Trager, President Mr. Steven Trager, Chairman & CEO
Contact Information
Principal: Mr. Mike Ringswald, Senior Vice President
Principal: Mr. Scott Trager, President
Principal: Mr. Steven Trager, Chairman & CEO
Business Category

BANKS MORTGAGES

Alternate Business Names
Republic Bank

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Highway 676

    Frankfort, KY 40601

  • 10100 Brookridge Village Blvd.

    Louisville, KY 40291 (502) 231-5522 (502) 231-5522

  • 11330 Main Street

    Louisville, KY 40243 (502) 254-7555

  • 1420 Poplar Level Road

    Louisville, KY 40217 (502) 636-2661

  • 1614 Midland Trail

    Shelbyville, KY 40065 (502) 633-6660

  • 1690 Ring Road

    Elizabethtown, KY 42701 (270) 769-6356

  • 1700 Scottsville Road

    Bowling Green, KY 42102 (270) 782-9111

  • THIS LOCATION IS NOT BBB ACCREDITED

    1945 Highland Pike

    Ft. Wright, KY 41017

  • 2028 W. Broadway, Suite 105

    Louisville, KY 40203 (502) 772-7500

  • 220 Abraham Flexner Way, Suite 100

    Louisville, KY 40202 (502) 588-3115

  • 2801 Bardstown Road

    Louisville, KY 40205 (502) 459-2200

  • 3001 Charlestown Crossing Way, Suite 5

    New Albany, IN 47150 (812) 949-2600

  • 3141 Highway 62

    Jeffersonville, IN 47130 (812) 282-1200

  • 3332 Villa Point Drive

    Owensboro, KY 42303 (270) 683-2699

  • 3500 Frederica Street

    Owensboro, KY 42301 (270) 684-3333 (270) 684-3333

  • 3726 Lexington Road

    Louisville, KY 40207 (502) 893-2533

  • 3811 Ruckreigel Parkway

    Louisville, KY 40299 (502) 266-5466

  • 3902 Taylorsville Road

    Louisville, KY 40220 (502) 451-2006

  • 3950 Kresge Way, Suite 108

    Louisville, KY 40207 (502) 897-3800

  • 438 Highway 44 East

    Shepherdsville, KY 40165 (502) 543-1880

  • 4571 Duffy Rd.

    Floyds Knobs, IN 47119 (812) 923-7300

  • 4808 Outer Loop

    Louisville, KY 40219 (502) 969-8999

  • 4921 Brownsboro Road

    Louisville, KY 40222

  • 5125 New Cut Road

    Louisville, KY 40214 (502) 363-4644

  • 5250 Dixie Highway

    Louisville, KY 40216 (502) 448-7000

  • THIS LOCATION IS NOT BBB ACCREDITED

    535 Madison Ave.

    Covington, KY 41011

  • 601 West Market Street
    Corporate Center

    Louisville, KY 40202 (502) 584-3600

  • 6401 Bypass State Hwy 329

    Crestwood, KY 40014 (502) 241-0950

  • 661 S. Hurstbourne Parkway

    Louisville, KY 40222 (502) 425-2300

  • THIS LOCATION IS NOT BBB ACCREDITED

    8513 US HWY 42

    Florence, KY 41042

  • 9101 US Highway 42

    Prospect, KY 40059 (502) 228-2755

  • 9600 Brownsboro Road

    Louisville, KY 40241 (502) 339-9700 (502) 339-2200 (502) 339-2200

  • PO Box 2348

    Louisville, KY 40201

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 Meeting House Rd

    Chelmsford, MA 01824

  • THIS LOCATION IS NOT BBB ACCREDITED

    3009 Smith Rd Ste 100

    Akron, OH 44333

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    5 Aurora St.

    Hudson, OH 44236

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    890 North Court Street

    Medina, OH 44256

  • 1945 Highland Pike Suite 2

    Ft Mitchell, KY 41017

  • 2051 Centennial Blvd.

    Independence, KY 41051

  • 535 Madison Avenue Floor 4

    Covington, KY 41011

  • 8513 US Highway 42

    Florence, KY 41042

  • 9683 Kenwood Road

    Blue Ash, OH 45242

  • THIS LOCATION IS NOT BBB ACCREDITED

    7501 Paragon Rd Ste 100

    Centerville, OH 45459

  • THIS LOCATION IS NOT BBB ACCREDITED

    105 West Middle Street

    Williamston, MI 48895

  • THIS LOCATION IS NOT BBB ACCREDITED

    1070 East Main Street

    Owosso, MI 48867

  • THIS LOCATION IS NOT BBB ACCREDITED

    120 E Silver Lake Rd

    Fenton, MI 48430

  • THIS LOCATION IS NOT BBB ACCREDITED

    122 S. Main Street

    Ann Arbor, MI 48104

  • THIS LOCATION IS NOT BBB ACCREDITED

    127 East Grand River

    Webberville, MI 48892

  • THIS LOCATION IS NOT BBB ACCREDITED

    1331 E. Grand River

    East Lansing, MI 48823

  • THIS LOCATION IS NOT BBB ACCREDITED

    1345 N. Shiawassee

    Owosso, MI 48867

  • THIS LOCATION IS NOT BBB ACCREDITED

    1700 North Woodward Avenue
    Suite B

    Bloomfield Hills, MI 48304

  • THIS LOCATION IS NOT BBB ACCREDITED

    186 S. Main Street

    Plymouth, MI 48170

  • THIS LOCATION IS NOT BBB ACCREDITED

    18720 Mack Avenue

    Grosse Pointe Farms, MI 48236

  • THIS LOCATION IS NOT BBB ACCREDITED

    20 South Main

    Clarkston, MI 48360

  • THIS LOCATION IS NOT BBB ACCREDITED

    2030 Fourth Street

    Jackson, MI 49203

  • THIS LOCATION IS NOT BBB ACCREDITED

    2050 South Linden Road

    Flint, MI 48501

  • THIS LOCATION IS NOT BBB ACCREDITED

    2100 S. Main Street, Ste. 2

    Ann Arbor, MI 48103

  • THIS LOCATION IS NOT BBB ACCREDITED

    220 E. Main Street

    Flushing, MI 48433

  • THIS LOCATION IS NOT BBB ACCREDITED

    2201 East Michigan Avenue

    Jackson, MI 49202

  • THIS LOCATION IS NOT BBB ACCREDITED

    2425 East Grand River

    Lansing, MI 48912

  • THIS LOCATION IS NOT BBB ACCREDITED

    306 West Michigan Avenue

    Jackson, MI 49201

  • THIS LOCATION IS NOT BBB ACCREDITED

    31155 Northwestern Highway

    Farmington Hills, MI 48334

  • THIS LOCATION IS NOT BBB ACCREDITED

    39901 W. Eight Mile Road

    Northville,, MI 48167

  • THIS LOCATION IS NOT BBB ACCREDITED

    611 E Grand River Ave Lbby

    Howell, MI 48843

  • THIS LOCATION IS NOT BBB ACCREDITED

    904 North Wisner Street

    Jackson, MI 49202

  • THIS LOCATION IS NOT BBB ACCREDITED

    G 8455 S. Saginaw Road

    Grand Blanc, MI 48439

  • THIS LOCATION IS NOT BBB ACCREDITED

    G-3200 Beecher Road

    Flint, MI 48532

  • THIS LOCATION IS NOT BBB ACCREDITED

    G-6120 Fenton Road

    Flint, MI 48501

  • THIS LOCATION IS NOT BBB ACCREDITED

    419 S Lafayette St

    South Lyon, MI 48178

  • THIS LOCATION IS NOT BBB ACCREDITED

    616 Petoskey St Ste 306

    Petoskey, MI 49770

  • THIS LOCATION IS NOT BBB ACCREDITED

    7153 W 48th St

    Fremont, MI 49412

  • 100 US Highway 676 Bypass South

    Frankfort, KY 40601

  • 2401 Harrodsburg Road

    Lexington, KY 40504

  • 641 Euclid Avenue

    Lexington, KY 40502

  • 651 Perimeter Dr Ste 650

    Lexington, KY 40517

  • 651 Perimeter Drive Ste 650

    Lexington, KY 40517

  • THIS LOCATION IS NOT BBB ACCREDITED

    1510 75th St

    Darien, IL 60561

  • THIS LOCATION IS NOT BBB ACCREDITED

    1510 75th St

    Darien, IL 60561

  • THIS LOCATION IS NOT BBB ACCREDITED

    2221 Camden Court

    Oak Brook, IL 60523

  • THIS LOCATION IS NOT BBB ACCREDITED

    2221 Camden Court

    Oak Brook, IL 60523

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    2221 Camden Court

    Oak Brook, IL 60523

  • THIS LOCATION IS NOT BBB ACCREDITED

    1619 Woodland Ave

    Duluth, MN 55803

  • THIS LOCATION IS NOT BBB ACCREDITED

    1619 Woodland Ave

    Duluth, MN 55803

  • THIS LOCATION IS NOT BBB ACCREDITED

    2521 First Ave

    Hibbing, MN 55746

  • THIS LOCATION IS NOT BBB ACCREDITED

    2521 First Ave

    Hibbing, MN 55746

  • THIS LOCATION IS NOT BBB ACCREDITED

    3 Thomson Rd.

    Esko, MN 55733

  • THIS LOCATION IS NOT BBB ACCREDITED

    3 Thomson Rd.

    Esko, MN 55733

  • THIS LOCATION IS NOT BBB ACCREDITED

    306 W Superior St

    Duluth, MN 55802

  • THIS LOCATION IS NOT BBB ACCREDITED

    306 W Superior St

    Duluth, MN 55802

  • THIS LOCATION IS NOT BBB ACCREDITED

    4929 Decker Rd. Miller Hill Mall

    Duluth, MN 55811

  • THIS LOCATION IS NOT BBB ACCREDITED

    4929 Decker Rd. Miller Hill Mall

    Duluth, MN 55811

  • THIS LOCATION IS NOT BBB ACCREDITED

    5094 Miller Trunk Hwy

    Hermantown, MN 55811

  • THIS LOCATION IS NOT BBB ACCREDITED

    5094 Miller Trunk Hwy

    Hermantown, MN 55811

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    5300 Bristol St. Super One Foods

    Duluth, MN 55806

  • THIS LOCATION IS NOT BBB ACCREDITED

    5300 Bristol St. Super One Foods

    Duluth, MN 55806

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    5601 Miller Trunk Hwy. Superamerica

    Hermantown, MN 55811

  • THIS LOCATION IS NOT BBB ACCREDITED

    5601 Miller Trunk Hwy. Superamerica

    Hermantown, MN 55811

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 3300

    Chino, CA 91708

  • THIS LOCATION IS NOT BBB ACCREDITED

    1560 Renaissance Towne Dr Ste 260

    Bountiful, UT 84010

X

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.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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.

Complaint Detail(s)

5/3/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After paying all my fee to them. I have been waiting 13 days to receiving my refund from this company. The hardship that I am experience waiting for them to give me the rest of my refund money. The IRS speeded up my refund due to my hardship. Then they come alone and make it worst. I've request to have my money direct deposit to my account again. In which is a no go. So now I got wait more day to find out that still didn't send me a check. It only take 7 days for mail to be deliver to me from kentucky. I will never use their service again or ******. They continue to tell me that it is the postal fault which is a lie. Now I am about lose my apartment and car because of their process of hold my money to collect interest on it. These bank need to stop taking advance on low inome family.It is not fair that we suffers.

Desired Settlement: I want my darn money as soon as posdible. Like it was given to them

Business Response:

April 21, 2016

THE BETTER BUSINESS BUREAU, INC.

844 S. 4th Street

Louisville, KY 40203-2186

Re:  Complaint – ****** ***** ***********

To Whom It May Concern:

Thank you for bringing this complaint to our attention and allowing Republic Bank & Trust Company (“Republic”) to respond.  Ms. ***** filed her taxes through an online tax software company (“******”).  When filing her taxes online, Ms. ***** applied to have Republic take out the tax preparation and bank fees, and then transfer the remaining refund to her account at another bank via Automated Clearing House.  This bank product is called a Refund Transfer. 

Republic received Ms. *****’s tax refund and attempted to disburse her Refund Transfer to the account Ms. ***** provided to us.  Unfortunately, the bank where the account was located rejected the transfer.  Per our policy, we then mailed a check to the address Ms. ***** listed on her tax return.  Unfortunately, Ms. ***** does not reside at the address listed on her tax return.  After receiving this complaint, Republic reached out to Ms. ***** and verified her new address. 

Ms. ***** received her check on April 21, 2016.  Ms. ***** was satisfied with this action.  If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone (************) or email (************************).

Ultimately, this complaint would have been properly addressed to the bank holding Ms. *****’s account.  However, Republic was happy to respond to Ms. ***** in order to accommodate her. 

Sincerely,

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

Vice President, Associate Counsel

Republic Bank & Trust Company

601 West Market Street

Louisville, Kentucky 40202


4/19/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have contacted this company several times asking for their business license several times. Other companies such as ****** and ******* ******* have theses readily available to customers. The Apr they charge is astronomical and Highway robbery.

Desired Settlement: I want every payment I have made to be applied to principal unless I can be furnished with a license to lend.

Business Response:

April 15, 2016

Better Business Bureau, Inc.

844 S. 4th Street

Louisville, KY 40203-2186

RE:  Complaint ID ******** / **** **********

To Whom It May Concern,

We received the referenced consumer complaint and appreciate the opportunity to respond. 

Mr. ********** has contacted us directly multiple times to request our license to do business in the state of Wyoming, and we have responded multiple times.  Republic Bank & Trust Company, member FDIC, is the issuing bank for a line of credit product called *******.  The ******* product is not a payday loan, and Republic Bank, is not a payday lender. This bears mentioning as Mr. ********** continually cites payday lending laws and draws comparisons between Republic Bank and payday lenders (for example, those cited in this complaint). 

As we have previously advised Mr. **********, Republic Bank is not required to hold a license in Wyoming.  The ******* Credit Agreement and Terms and Conditions is governed by the laws of the state of Ohio and applicable federal law.  The ******* application is internet based—a consumer can only apply for the ******* line of credit on our product website, www.*******.com.  When Mr. ********** submitted his application on 6/18/2015, he indicated his consent to the ******* Credit Agreement and Terms and Conditions with his electronic signature.

For more information about Republic Bank, you may visit www.republicbank.com.  For more information about *******, what it is and how it works, please visit www.*******.com.

Thank you for the opportunity to address this matter.

Sincerely,

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

Vice President, Associate Counsel

Republic Bank & Trust Company

601 West Market Street

Louisville, Kentucky 40202


Consumer Response:

Better Business Bureau:

I have reviewed the response 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.

Attached is a lending license for another lending company who extends lines of credit over the Internet that isn't located in Wyoming  yet they have a wyoming license.  This is readily available on their website and easily verifiable.


Regards,

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

4/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: *** ****** **** ********* **** *** * ** ************, ** ***** ***** ************ ***** ************ Email: ******************* March 16, 2016 Republic Bank Customer Service P.O. Box 2348 Louisville, Kentucky 40201 Dear Republic Bank: This letter is to complain about service I recently received from a Republic Bank on March 4, 2016 I processed my federal and state taxes using ******.com. My refund for federal totaled $8960.00 and my state refund totaled $1933.00. I’ve been using this service for the last five years and have never had any issues or concerns until this incident. I opted this time to have my processing fees of $51.98 ($29.99 to process refund and $21.99 to process state and federal taxes) deducted from my refund directly. ******.com uses your company Republic Bank to process these types of transactions. Fast forward to today I received a deposit from Republic Bank in the amount of $6,968.54 (see attached information obtained from Republic Banks website). Per Republic Bank my federal refund was $7,020.51 and the amount minus their fees of $51.97 totals $6,968.54 which again was the amount deposited to my bank account (see attached information from Republic Banks website). As underscored above my federal was $8960, this was offset for a debt in the amount of $718.69 which made my new refund balance $8241.31 (see attached copy of IRS.gov refund status and copy of federal and state taxes filed). The issue is Republic Bank stating they only received $7020.51 as my federal refund. However, IRS.gov and my refund amount that was processed for my federal taxes don’t match the amount given to me by Republic Bank (see attached copy of IRS.gov refund status and copy of federal and state taxes filed). Per, IRS.gov and taxes my federal refund was $8241.31 a difference of $1220.80. Upon subtracting the processing fee of $51.98 the amount that should have been deposited into my account is $8189.34 not $6968.54. I called Republic Bank several times on March 16, 2016, several times only get the same recording played back to back. In addition I called ******.com to see if they could be of assistance as I was introduced to Republic Bank through their company and was told that once the refund has been processed there’s not much that they could do to assist. I was given another number to Republic Bank but it yielded the same results as the previous number I called for Republic Bank which was yet another automated message. I would like a thorough explanation as to how you came up with a federal refund amount of $7020.51 and not $8241.31 which is what the IRS and my taxes have stated. Clearly there has been an accounting error made and the only resolve to this matter will be to issue a check in the amount of $1220.80 which is the difference. Please send the check to the address listed above. It’s unfortunate that due to this error I will not using ******.com in the future as their affiliates are untrustworthy and I’ve been unable to even reach them via phone to discuss this matter. Needless to say, I’m quite frustrated. I expected a much higher level of service from your company, and I am quite disappointed. Again I expect a check to be cut in the amount of the difference immediately. I have forwarded a copy of this correspondence to the following: ******.com, BBB, Attorney general for the state of Kentucky Jack Conway, and will pursue small claims if needed. Also, I’ll be informing my friends and family about this experience as well. Please feel free to contact me to get this matter resolved. Sincerely, *** ******

Desired Settlement: I expect a check to be cut in the amount of the difference immediately.

Business Response:

April 8, 2016

THE BETTER BUSINESS BUREAU, INC.

844 S. 4th Street

Louisville, KY 40203-2186

Re:  Complaint – *** ****** (#********)

To Whom It May Concern:

Thank you for bringing this complaint to our attention and allowing Republic Bank & Trust Company (“Republic”) to respond.  Ms. ****** filed her taxes through an online tax software company (“******”).  When filing her taxes online, Ms. ****** applied to have Republic take out the tax preparation and bank fees, and then transfer the remaining refund to her account at another bank via Automated Clearing House.  This bank product is called a Refund Transfer. 

Ms. ****** is complaining that she did not receive her entire refund.  When Ms. ****** applied for the Refund Transfer, the Refund Transfer Application and Agreement specifically stated that Republic does not guarantee when her tax refund will be released by the IRS, nor do we guarantee the amount of her tax refund.  Unfortunately, there was a federal offset that reduced the amount of Ms. ******’ tax refund.  Republic contacted Ms. ****** and showed her where she could verify this information.  She did so and was satisfied with Republic’s answer. 

If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone ************** ** ***** *************************** 

Ultimately, this complaint would have been properly addressed to the IRS.  However, Republic is happy to respond to Ms. ****** in order to expedite her answer. 

Sincerely,

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

Vice President, Associate Counsel

Republic Bank & Trust Company

601 West Market Street

Louisville, Kentucky 40202


4/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been waiting on my tax refund since 2/12/16, it is now 3/25/16 . My acct and routing #s were all correct as I copied and pasted directly from my account and my bank has always been ethical. I was very patient and waited more than the appropriate number business days for the refund to be processed and sent. Becoming concerned, I began trying to contact Republic Bank and researching the issue. These are the steps I took in order: + I called the company dozens of times and have never been able to talk to an operator, and not even given the option. + I've filled out forms and submitted through CISCO online message service on MARCH 2, it is now MARCH 25. The only thing I've heard from them was a request to submit in larger format which I promptly did. + I've e-mailed and given my # for them to contact me to no avail. + I've tried live chat and they told me to press 9 and 0 to speak to an operator, which did not work. + I tried to live chat again and my location may have been cookied so the chat will not load. I'm starting to think this is a scam to keep my tax refund. Or is it a scam to steal my identity? Honestly, I'm very concerned. I may consider litigation.

Desired Settlement: I want them to contact me and send a direct deposit to my bank as originally requested. I also want a refund of fees taken.

Business Response:

April 8, 2016

THE BETTER BUSINESS BUREAU, INC.

844 S. 4th Street

Louisville, KY 40203-2186

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

To Whom It May Concern:

Thank you for bringing this complaint to our attention and allowing Republic Bank & Trust Company (“Republic”) to respond.  Ms. *******-******* filed her taxes through an online tax software company (“******”).  When filing her taxes online, Ms. *******-******* applied to have Republic take out the tax preparation and bank fees, and then transfer the remaining refund to her account at another bank via Automated Clearing House.  This bank product is called a Refund Transfer. 

Ms. *******-******* is complaining that she did not receive her Refund Transfer.  When she applied for the Refund Transfer, Ms. *******-******* provided an account number for the receipt of her Refund Transfer.  Republic contacted Ms. *******-******* and verified that we sent her funds to the account number she provided.  Ms. *******-******* confirmed that Republic acted correctly. 

Unfortunately, Ms. *******-******* did not receive her Refund Transfer.  As such, Republic is now helping Ms. *******-******* retrieve her funds from ***** Bank.  Ms. *******-******* is satisfied with Republic’s answer and assistance in this matter. 

If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone ************** or email **************************. 

Ultimately, this complaint would have been properly addressed to ***** Bank.  However, Republic is happy to respond to Ms. ****** in order to expedite her answer. 

Sincerely,

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

Vice President, Associate Counsel

Republic Bank & Trust Company

601 West Market Street

Louisville, Kentucky 40202

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *******-*******




 

3/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I AM DISABLED AND ON A VERY LIMITED INCOME - UNABLE TO WORK FT DUE TO REQUIRING HIP SURGERY - I NEED MY VEHICLE TO GET TO MY DOCTOR'S APPT BUT CANNOT AS IT IS IN NEED OF MUCH REPAIR. I OPTED FOR THE REPUBLIV BANK AND TRUST COMPANY TO EXPEDITE MY REFUND WITH A DIRECT DEPOSIT - AND THEY SAID THEY COULD NOT DO A DIRECT DEPOSIT AND WAS GOING TO MAIL THE CHECK - WELL, IT HAS BEEN NEARLY A MONTH NOW SINCE THEIR INITIAL ATTEMPT AND TO NO AVAIL HAVE I BEEN ABLE TO REACH THEM VIA PHONE OR EMAIL. I FOUND A LOCAL DIRECT NUMBER FOR THEM TODAY AND THEY QUICKLY TRANSFERRED ME TO THE AUTOMATED LINE WHERE I DID NOT NEED TO BE. I ALREADY KNOW THE REFUND WAS PROCESSED AND ATTEMPTED VIA DIRECT DEPOSIT - I WANTED A SUPERVISOR AND WHEN I CALLED BACK MULTIPLE TIMES - MY NUMBER AND EMAIL ADDRESS HAS BEEN FLAGGED BUT IF I CALL FROM A DIFFERENT NUMBER THEY CONTINUE TO DO THE PROCESS ALL OVER AGAIN. THIS IS UNACCEPTABLE

Desired Settlement: I WOULD LIKE TO TALK TO SOMEONE KNOWLEDGEABLE AND CAN GIVE ME THE CORRECT INFORMATION AND NOT LOOK TO TRANSFER OR PASS ME TO A SYSTEM THAT IS A DEAD END - AT THE END OF THE DAY - I JUST WANT TO GIVE THEM THE ACCT INFORMATION THEY CAN EITHER DIRECT DEPOSIT OR TELL ME WHEN MY CHECK IS IN THE MAIL. IT HAS BEEN JUST ABOUT A FREAKING MONTH!!!!

Business Response:

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

THE BETTER BUSINESS BUREAU, INC.

844 S. 4th Street

Louisville, KY 40203-2186

Re:  Complaint – ****** *** ***********

To Whom It May Concern:

Thank you for bringing this complaint to our attention and allowing Republic Bank & Trust Company (“Republic”) to respond.  Ms. *** filed her taxes through an online tax software company (“******”).  When filing her taxes online, Ms. *** applied to have Republic take out the tax preparation and bank fees, and then transfer the remaining refund to her account at another bank via Automated Clearing House.  This bank product is called a Refund Transfer. 

Republic received Ms. ***’s tax refund and attempted to disburse her Refund Transfer to the account Ms. *** provided to us. Unfortunately, the bank where the account was located rejected the transfer.  Per our policy, we then mailed a check to the address Ms. *** listed on her tax return.  Unfortunately, Ms. *** no longer resides at the address listed on her tax return. After receiving this complaint, Republic reached out to Ms. *** and verified her new address. 

We sent Ms. *** a check on Friday, March 11, 2016.  Ms. *** was satisfied with this action.  If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone (************) or email (************************).

Sincerely,

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

Vice President, Associate Counsel

Republic Bank & Trust Company

601 West Market Street

Louisville, Kentucky 40202


3/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed my taxes through ****** on February 6, 2015. Everything was fine and dandy. I opt to have my refund (split) deposited into two separate accounts, I also owe a $66.00 fee. Okay, well February 10, 2015 I received a portion(smaller amount)of my refund to the other account not my main account. I decided to call because I didn't understand why I would receive money to one account and not the other. I didn't get any type of advance so. I called and got a customer service agent who transferred me to an automated system. No help at all. So I called again, got a agent she was gonna transfer me to the automated system again until I told her no. That's when it went down hill. She basically got loud and rude because I didn't want the automated system. She hung up on me. The third time I called It was sent straight to the automated system. I've called like six different numbers that I got off their website and still it's the automated system. I get smart called from a different number finally got a agent this time a guy. I asked, " Why I only received the smaller portion of my refund"? He couldn't answer any questions about my refund and transferred me straight to the automated system which is only a recording, doesn't give you any type of information about your refund. I get online to the live chat and asked the same thing and get the same answer I got from the other 2 agents. I guess the customers are not a concern. I even had my sister to check hers and the automated system gave her the same recording. I checked with the irs and my money has been deposited just not to me. I don't understand why they are holding My money or why the treat their customers like crap. I should've read reviews before I filed but ****** is not the problem, Republic Bank is the problem. They just giving me the run around so they can draw interest off my hard earned money. From now on I'll only file through the irs website. This bank is full of it and I don't care who says otherwise. I just want my money that they are holding.

Business Response:

March 10, 2016

THE BETTER BUSINESS BUREAU, INC.

844 S. 4th Street

Louisville, KY 40203-2186

Re:  Complaint – ******* ******* ***********

To Whom It May Concern:

Thank you for bringing this complaint to our attention and allowing Republic Bank & Trust Company (“Republic”) to respond.  Ms. ******* filed her taxes through an online tax software company (“******”).  When filing her taxes online, Ms. ******* applied to have Republic take out the tax preparation and bank fees, and then transfer the remaining refund to her account at another bank via Automated Clearing House.  This bank product is called a Refund Transfer. 

Republic received $2,372.00 from the IRS in the name of Ms. *******.  We deducted the authorized fees (Refund Transfer fee of $21.99 and a tax preparation fee of $44.97) and released the remainder of Ms. *******’ tax refund ($2,307.04) to the account Ms. ******* instructed.  Ms. *******’ acknowledged amount on her tax return was $3,674.00, exactly $1,300.00 less than what was sent by the IRS.  As stated in the Bank Product Application and Agreement that Ms. ******* agreed to, we cannot guarantee when or in what amount the IRS will disburse Ms. *******’ tax refund. 

Unfortunately, Ms. ******* must contact the IRS to determine why her tax refund was less than her tax return stated.  We have attempted to contact Ms. ******* to explain the situation, but have not been successful.  If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone (************) or email (************************).

Sincerely,

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

Vice President, Associate Counsel

Republic Bank & Trust Company

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


3/14/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently paid off my home equity line of credit. I asked to close this account. I was first told I had to fill out a form. I went to the bank and was held for 45 minutes to fill out the form. Then I was told they did not take credit cards. I would have to use the ATM. I was willing to pay the fee and pay the 8 dollars that accrued even though when I requested payoff that was what was given to me. After 45 minutes I was told that there was a 95 dollar "legal fee" related to my bankruptcy. This was never filed in my bankruptcy. I kept my house out of it. I spoke to my attorney who told me there should be nothing charged to me to close a account. I am trying to better my financial situation from a bunch of medical bills. I am looking at paying everything off. To be charge a 95 dollar fee to close account is a scam. I never signed anything that states this and want this closed. I want this account closed and failure to do so after my written request is illegal.

Desired Settlement: I want the 95 dollar fee waived as this is not part of my bankruptcy and closure of my account as I have requested this to happen. According to my lawyer failure to close a account that I have requested closed is illegal. This is not part of my bankruptcy and should not have a fee.

Business Response:

The fee was part of the $190 fee charged the Bank for the legal filing of proof of claims on two loans related to the bankruptcy filing by Mr. *****.  He is responsible for repaying the Bank for this legal expense.  We have allocated this fee and it was split between ML and LN for $95 each.  Payoff amount is correct, but the full fee for the Proof of Claim filings is $190.00. If Mr.***** would like us to put the full fee on the ML loan, we will be glad to handle it that way and refund the $95.00 legal fee charged on the CL loan. 


Consumer Response:

Better Business Bureau:

I have reviewed the response 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.

This fee was not charged until I wanted to close this account. As stated previously what they are doing is illegal by charging me a fee to close my account. This was never known or added to account till I closed it. I want my account closed and am not paying the 95 dollars to do so. I have already spoken to a attorney about this matter


Regards,

***** *****

3/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Paid for a service that I did not receive/and call center reps unwilling to help

Desired Settlement: I would like to get what I paid for

Business Response:

March 3, 2016

THE BETTER BUSINESS BUREAU, INC.

844 S. 4th Street

Louisville, KY 40203-2186

Re:  Complaint – ***** ****** ***********

To Whom It May Concern:

Thank you for bringing this complaint to our attention and allowing Republic Bank & Trust Company (“Republic”) to respond.  Mr. ****** filed his taxes through an online tax software company (“******”).  When filing his taxes online, Mr. ****** applied to have Republic take out the tax preparation and bank fees, and then transfer the remaining refund to his account at another bank via Automated Clearing House.  This bank product is called a Refund Transfer. 

Unfortunately, when Republic attempted to ACH his Refund Transfer, Mr. ******’s bank rejected the funds.  After speaking with Mr. ******, Republic agreed to send Mr. ****** a check via UPS ground.  Mr. ****** was satisfied with this result and subsequently cashed the check on February 29, 2016. 

If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone (502-********) or email (************************).

Sincerely,

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

Vice President, Associate Counsel

Republic Bank & Trust Company

601 West Market Street

Louisville, Kentucky 40202

3/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called Republic Bank to ask them why they declined my tax refund loan and they stated that my refund amount did not qualify for the loan, in the fine print it states that you must have a minimum amount of $1000.00 and my refund is $1350.00 so that does not add up to a valid reason for declining me. But even if you are declined they still get there fee's for doing nothing at all; but collecting interest on MY MONEY in the bank account they set up hold your money before they give it to you!! How is a company aloud to do this to people? STAT AWAY please for your own well being they don't care about there customers. I wish I had read the reviews before dealing with them.

Desired Settlement: I want my fee's returned to me.

Business Response:

March 1, 2016

THE BETTER BUSINESS BUREAU, INC.

844 S. 4th Street

Louisville, KY 40203-2186

Re:  Complaint – ******* *** ***********

To Whom It May Concern:

Thank you for bringing this complaint to our attention and allowing us to respond.  Ms. *** had her taxes prepared by a tax office that offers the Easy Advance and Refund Transfer, both Republic Bank & Trust Company products.  Unfortunately, Ms. ***’s application for an Easy Advance was denied.  Although we list several qualifications for obtaining the Easy Advance on the Easy Advance application, Ms. ***’s federal tax return must still be underwritten to determine if Republic Bank can approve her application for the Easy Advance.  As set forth in the Easy Advance application signed by Ms. ***, “Republic will make an Easy Advance to me if this Application is approved by Republic in its sole and absolute discretion;”

Ms. *** was denied (as set forth above) and sent an Adverse Action letter with the following denial reason: 

            Amount of Tax Return Credits.

Ms. *** was denied because her tax return did not have enough tax return credits.  Thus, the qualifications set forth on the Easy Advance application were not the reason why Ms. ***’s Easy Advance application was denied. 

With regard to Ms. ***’s fees, we do not charge a fee for the Easy Advance.  However, we do charge a fee for the Refund Transfer.  As an accommodation only, we are willing to refund our fee ($29.95), but have been unable to speak to Ms. ***.  The rest of her disputed fee(s) was a tax preparation fee charged by her tax preparer for preparing her taxes.  Unfortunately, that is not Republic Bank’s fee to reimburse.  Our offer to refund Ms. ***’s Refund Transfer fee still stands if she so chooses by calling the number below.   

If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone (************) or email (************************).

Sincerely,

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

Vice President, Associate Counsel

Republic Bank & Trust Company

601 West Market Street

Louisville, Kentucky 40202


3/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed my 2015 tax return and was told by my tax rep that my check would be issued by Republic Bank. I was called a few weeks later and was told that my check was ready to be picked up. Once I got there I was told that the bank was having issues and that I could not cash the check. She could not give me any answers as to why. I Called the number listed on the banks website in search of answers and was transferred to an automated service asking for my Ss#. After entering all the info it said that it could not locate me. Still have no answers as to why I am unable to cash my tax refund after working hard all year and waiting another 21 days for it to come.

Desired Settlement: I would like to be able to cash my check NOW, and refunded of any fees that may have been assessed by using them considering I now have a check that I can't cash

Business Response:

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

To Whom It May Concern:

Thank you for bringing this complaint to our attention and allowing us to respond.  Ms. ********* was attempting to cash a check drawn on Republic Bank & Trust Company (“Republic”).  Unfortunately, she was not able to do so on February 10, 2016.  We have attempted to contact Ms. ********* numerous times.  Unfortunately, the contact number Ms. ********* provided does not allow us to leave a message.  Thus, we have been unable to speak with Ms. ********* to determine what the cause of her issue may have been. 

However, Republic’s records show that Ms. ********* presented and cashed her check on February 15, 2016.  We hope that Ms. *********’s issue has been resolved, but will speak with Ms. ********* to determine the cause, if she so chooses.  If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone (************) or email (************************).

Sincerely,

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

Vice President, Associate Counsel

Republic Bank & Trust Company

601 West Market Street

Louisville, Kentucky 40202


2/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I opened a checking account with Republic Bank on 12/18/2015 (account #********). Before opening I talked to 2 (two!) different representatives and they both assured me that they don’t run a hard inquiry when opening a checking account. The name of the second representative was ****** (phone # ************). However I got a hard inquiry on my ********** report from Republic Bank. I called Republic Bank and they told me again that they did only a soft inquiry and this hard inquiry was probably requested by mistake. They suggested me to file a dispute to ********** to remove this hard inquiry. I filed a dispute with **********, but ********** said that Republic Bank should send me a letter addressed to ********** asking to remote this hard inquiry. Republic Bank did send a letter, but that letter was asking to remove only "the second" inquiry that was also requested by Republic Bank by mistake. But my point is that I should not have ANY hard inquiries on my credit report because I didn't apply for credit and I was told twice by different CSRs that no hard inquiry would be requested. My credit score dropped 27 points after that and I was denied with my recent credit card application because of "too many inquiries", so it damaged my relations with other banks.

Desired Settlement: Republic Bank should send a letter to ********** (and copy to me) asking to remove all hard inquiries from my credit report that they submitted mistakenly on 12/18/2015.

Business Response:

Republic Bank’s Internet Department pulls ********** reports as part of the account opening process.  This is disclosed as part of the application process and the client must agree to these terms before they are allowed to proceed.  The client authorized Republic Bank to complete identity and credit verification checks and review information in his credit file.  After receiving the application, a ********** Report was pulled which indicated a discrepancy related to the Social Security Number provided and a second request was processed and returned a clean report.  Neither report, however, was pulled by mistake.  Republic does not believe the inquiries by Republic alone would cause any material change to the client’s FICO score, but as an accommodation, we are asking ********** to delete both inquiries. This typically takes about 60 days to complete.


1/14/2016 Problems with Product/Service
1/12/2016 Billing/Collection Issues
12/29/2015 Billing/Collection Issues | Complaint Details Unavailable
11/28/2015 Billing/Collection Issues
11/23/2015 Problems with Product/Service
11/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had an account with Republic Bank in 2014. This account did NOT have overdraft on it, nor did I ask for it. I specifically signed a form to not have overdraft protection on my account. This was proven through my former insurance company trying to bill them when I had discontinued their services, and the bank rejected the billings in July and August, which were returned unfunded. However, in September, with no notice to me, the bank charged me overdraft, and paid the insurance company a payment of $410.57, which was a compilation of all the rejected payments prior, while I had other insurance at the time. I contacted Republic Bank then, and they gave some story about how it was an automatic billing thing they were required to pay - however, I explained they hadn't paid it in previous months, and that was a change that shouldn't have happened without notice. When I called back in November, they said they were sending it to collections, and I said that I shouldn't have to pay for what they shouldn't have paid in the first place. They day they did this, I emptied the kids' accounts and closed them, as I had moved. I was unaware of the extent of this until I went to a new bank to sign up for an account. Again, I had moved in September 2014, and hadn't tried to get banking services until August 2015, where I was told that I was listed in **** Systems and that an account could not be opened due to matters with collections from Republic Bank. Calling the bank they pretty much said there is nothing they can do with it, despite that they shouldn't have had overdraft active. Their collection agency at "****** Collections and Law" said they will continue accruing fees of $0.15 per day on the amount as well, and that it isn't Republic's responsibility. The funds should never have been paid out from the bank, so it is FULLY their responsibility. I offered to pay the sum they paid the insurance company. Simply put, upon clearing it up with the insurance company, they refunded me the overpayment, which I offered to pay to Republic to clear the account, but Republic insisted it has to go through collections, who insisted that the full amount is due and it will only continue to increase.

Desired Settlement: This is an absurd system that is interfering with multiple aspects of my life for something that is no fault of my own, and I would like this removed from any credit reports, as well as **** Systems. As resolution, I would also like the fees to be removed, and Republic Bank to accept the payment that the insurance company refunded me as the complete and total resolution to this problem. I would like this account closed at that point in good standing, and I will have no further dealings with such an institution.

Business Response:
Ms. **** opened her account 3/5/2013 and from the time it opened she was eligible for an overdraft limit and we have no record of her requesting to NOT have one.  If she can provide us with a copy of any document that reflects she declined overdraft priviledges, we will honor it and adjust our records accorrdingly.She also signed to have her debit card authorized for transactions against the available overdraft limit.  With this said, we paid some items on the account and others were returned if the balance plus the overdraft limit was not sufficient to cover the checks or automatic withdrawals attempting to clear the account.  Since the $687.93 charge off balance was not collected at the time of charge-off, 11/21/2014, the account was sent outside the bank to a third party collector for collection.  There was no improper action by the Bank.

Consumer Response:

Better Business Bureau:

I have reviewed the response 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.


The bank's response doesn't make sense.  I do not recall any overdrafts ever clearing on this account, as I used it for bill payments, but nothing more.  The bank did allow me to pay the bills that I had positive on-hand funds for, but not overdraft.  The payments to my old insurance company, ***********, were automated payments.  Republic Bank rejected single-month payments to them repeatedly for a few months.  Yet, at time of the move, they authorized one for MORE funds, which doesn't line up with their story about rejecting certain payments depending on the amount available against the overdraft limits.  The final amount they did overdraft was more than the other payments that they rejected *combined* as it entailed those months plus the later month, which *********** did return to me when I showed that I had attained insurance from another provider by that time, and it was supposed to have been cancelled.  
Again, this error was not due to my negligence.  Upon finding out about it, I've taken reasonable steps to rectify the error (Contacting *********** and Republic to fix things upon finding out about it), and am willing to pay Republic what they had paid ***********.  *********** refunded the money to me, because they couldn't oay through the collection agent, as Republic wouldn't allow them to clear the account, and upon my speaking with the collection agency, they would merely threaten me with further charges and said it would continue to increase: "unless you pay in full immediately, as it will continue to incur additional charges of $0.15 per day that it isn't paid."  It feels now that they're trying to use bullying tactics to squeeze for more money despite being offered the amount that they allowed to be pulled from them without authorization.  *********** was wonderful with customer service and went above and beyond to help set the record straight, so a kudos to them at the same time.   My usual car insurance payment was just a bit over $120 (Which would've been July alone) - so why did the bank wait three months blocking them when there was clearly overdraft limits available?  Something seems very odd here...

From speaking with ***********, I learned:  The July payment was rejected by Republic Bank.  Then, the July + August payment was rejected by Republic Bank.  ($257.43)  Then, the July + August + September payment processed at Republic Bank, and from my speaking to the bank, they said it was due to overdraft protection that covered it. ($410.57)  If that was the case, it would've covered the smaller ones before, but I recall having overdraft blocked, in case the person I then lived with before my move used it.  Situations prior occurred where the person intentionally would try to overdraft my card in hopes of getting the bank to pay out.  I specifically did not have overdraft on this account just IN CASE that person got hold of my card, as I did not want to have that happen or build up fees at the bank.  It appears that for the first months, that overdraft block was in effect.  However, it seems to have stopped when they paid the September *********** one, and I simply want to have this resolved, so that the bank has their original money back - that shouldn't have been paid out - and I have my name cleared and account closed.  However, since Republic seems unwilling to accept their money back and dismiss the fees, I am at a loss for a proper resolution.  


Regards,

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

Business Response:

Republic's initial response to this complaint was reviewed and determined to be accurate in all respects. Our overdraft limits are not fixed, but rather they are variable based on the client's deposit behavior and account history.  Attached are Republic's Q&As that we provide to all clients that should help Ms. **** better understand how her account worked.

Ms. **** did not make a lot of deposits so her limits were historically rather low or mostly zero; however, there was a $2500 deposit to the account on 8/29/14 which allowed her Overdraft limit to increase to $875. This in turn allowed the $410.57 payment to *********** to be paid on 9/23/14.  The Overdraft limit was zero when all the other overdraft *********** payments were submitted to Republic for payment. All NSF’s were to *********** Insurance.  The $410.57 paid Overdraft was to *********** Insurance and the $1.59 paid Overdraft was a debit card payment to *** ***.

We would encourage Ms. **** to review the attached Q&A, it should address her questions.

Consumer Response: Better Business Bureau:

I have reviewed the response 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.


This document doesn't answer any questions in the least, really, as it relates to those who choose to have **'s "Overdraft Honor" active.  When I spoke to the gentleman at the bank when signing up, he asked me if I wanted the overdraft. and  I specifically said no due to reasons mentioned previously. He had me sign a paper and check the box declining overdraft protection for my account.  I did not make a lot of deposits, no, and usually used the money placed therein for bills soon after.  When the $2500 was placed on 8/29/14, it was in preparation for the emergency moving out of state also aforementioned.  These funds were to aid me in moving out of Kentucky, and to help with setting up upon moving into our new location.  I wasn't aware of ****** overdrafting, but then, I didn't think I had overdraft on the account to be concerned with such a thing.  I know prior to this move there had been no overdrafts on my account.

I did read through the attachment, however, and it says that Republic Bank should have my signed paperwork on file.  I would like to see this, since I never signed an overdraft agreement with them.  The only document signed related to this was to decline authorization for the overdraft program, after an extensive conversation with their representative at the ***** **** location in Louisville.  Further, this does not offer a proposed solution to the situation, or respond to my offers to pay the amount that *********** returned to me ($410.57) and clear/close the account and remove my name from this **** Systems database that is making it difficult for myself and my children to have bank accounts opened in my new location.  If the hang is the $1.59 that I was unaware of until now from ******, I will happily add in that number to total $412.16, if this is agreeable to you.  Please advise.

Regards,

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

Business Response:

Ms. **** requested a copy of her signed agreement to accept Overdraft protection. It is attached.  We have considered her request to resolve her obligation to Republic for the sum of $412.16.  Republic will accept her offer of settlement.  Her payment should be made to:

**** ** *******
Recovery Specialist Supervisor
*** ***** *********** ******* *********** ******** *****
Ph* ************ *** ************

Upon receiving verified funds, ****Systems will be notifed that the account has been paid/settled.  If she has further questions, she should contact Mr. ******* directly at the address or telephone number listed above.

Consumer Response:

Per Ms. **** she has been in the ******** and is sorry she didn't respond previously. She does accept the company's offer and is satisfied.

 

 

10/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was supposed to receive a refund for my mortgage's escrow account's overpayment. I was told by ***** on the phone on 09/18/15 that a check was mailed to me on or around 09/04/2015 but I never received this check via the USPS and I was asked to wait a couple of weeks for it to come. I agreed to wait that long as I saw that as a reasonable request. I was told by **** on 10/02/2015 that I would have to wait until no earlier than 12/04/2015 to have the check reissued. This is unacceptable to me that a customer should have to wait 3 months for this when they did nothing wrong. I attempted to email the bank's escrow manager on 10/02/2015 and received no response. I utilized the "Contact the CEO" feature on the bank's website on 10/15/2015 to follow up on the issue and received a response that same day that he would look into the matter and as of now I still have not received a response back.

Desired Settlement: I would like a refund of my escrow account overpayment issued to me in the amount of $97.34. I don't want to wait until 12/04/2015 to receive this.

Business Response: A bank issued check is treated as a Cashier's or Certified check under Kentucky law.  Kentucky law provides that the Bank can't issue a Stop Payment Order until 90 days has lapsed and the recipient must attest in writing to Republic that the check was not received.  All banks operate under this provision of Kentucky law.  However, to accomodate this customer, Republic is re-issuing a check today that the customer should receive within the next day or two. The custmer must not attempt to cash both checks should the lost check come into their possession. If that happens, Republic requests that the customer return the "lost" check to Republic.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ******




 

10/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In December, 2014, I opened a checking account at the ***** *** ****** of Republic Bank in Louisville. I spoke to *****. They promised overdraft protection of $36 per check with no other fees per incident. I was not offered a line of credit as my "credit was not good enough." I have determined that this is a ploy to keep people who are not wealthy in poverty with fees. I attempted to stay in the black but made a bookkeeping error and when the check went into overdraft, Republic began dunning me $6 per day, including weekend days when the bank was closed. This was not disclosed to me in the beginning. With considerable effort, I got out of overdraft. Also, I was not told any limit for overdraft, and earlier this spring, had to pay pressing bills while waiting for my tax refund, which was being held erroneously by the IRS. Republic began bouncing checks without any notice to me. Again, I got out of overdraft and attempted to stay out, but made a bookkeeping error recently and was again over my head in debt to them with their onerous fees. I called *** ******** in the Overdraft Department several times, who had removed some fees in the summer, and she completely ignored me. She did not return calls or texts, and when I tried to get through to her on 9/15/15 was told, "Miss *** is away from her desk." I was seriously ill at the time, working nights and sleeping during the day, solater called the bank and found that their phone lines are impossible to get through, they bounce you around to the wrong people, etc. I finally talked to *** in Customer Service on 9/23/15 and he said that if my account were positive on payday, he would remove some fees. I called back on payday, 9/25/15, and was told that *** was not in, and that they refused to remove any fees as they had "given a courtesy refund" earlier in the year and this would be impossible for 24 months. I was then transferred to ***, the Branch Manager. When I talked to her, she was extremely rude and started yelling at me, "YOU overdrew," etc. and I told her Republic is a terrible bank and they lie, and she hung up on me. I have found another bank and called Republic today, 10/8/15, to inform them of such. First I got ****, a Hispanic woman who can't speak English. I asked for someone with better English and she transferred me to *****. I told ***** that I had moved banks and she went through this rigmarole that I would accrue $6 per day for 18 days and would then have to call the Overdraft Department to make a payment arrangement. I told her I am going through my account, doing the math, and I am not paying all these fees. She interrupted and started yelling at me and I told her to listen to me, I am talking. She said, "You have to go into your branch, I am not going to be talked to in this way," and hung up. I intend to sue them under the Fair Debt Collection Practices Act and any other statute and go after them with every possible agency, as they were duplicitous, predatory, hostile, and have tried to run me into ruin. I have heard from coworkers that they have had the same experience with this hideous institution.

Desired Settlement: Take off all fees and allow me to pay the actual amount I have overdrawn per my checks/ withdrawals.

Business Response: The account was opened on December 22, 2014. The account had Overdraft privileges and the per item fees as well as the daily fees were properly disclosed to the client
as required by regulation. Client had opted in for debit card transactions to authorize posting against her applicable Overdraft Honor (ODH) limit and her account became negative the first time in January, 2015. Same thing happened in March, 2015. She had continued to intermittently use ODH to cover checks, ACHs and point of sale card purchases with fees assessing each time. As a courtesy, Republic refunded $180 in lawfully assessed fees on 5/8/2015 and another $36 on 7/21/15. Her account is currently, as of October 8, 2015, overdraft 11 days and has a negative balance of (1046.05) of which 782.05 is principal and 264.00 is fees. As a further accommodation to Ms. ***** Republic has waived the unpaid fees of $264.00 and will waive or not charge any additional fees should they accrue to the account. Since no credits have been recently deposited to the account, we are sending Ms. **** notification of Republic's closure of her account. Republic still expects Ms. **** to pay the sum of $782.05 to Republic for items Republic has paid on her behalf in order for her to preclude further collection activity.

 

 



Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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




 

10/9/2015 Problems with Product/Service
10/8/2015 Billing/Collection Issues
8/10/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Overdraft charges assessed, refusal to refund in the event that charge was refunded by merchant. Funds were not paid on my behalf by your institution to begin with. The amount deducted was refunded via *****l! When inquiry was made to have documentation emailed or mailed supporting bank refusal to refund false charges, I was told that no such documentation existed. This is fraudulent and obviously not legitimate if there is no documentation supporting!

Desired Settlement: I want charges refunded or supporting documentation for bank process denial to refund overdraft charge. By the way, charge was technically refunded the same day it was processed as payment.

Business Response:

On 8/6/15 ****** ******** called the Republic Contact Center.  ****** stated that ****** had charged her account in error for $10.89, but advised they would be refunding her and asked that the Bank fees also be immediately be refunded by the Bank.  She was advised that the Bank fees would not be refunded as there was no error by Republic as her account was overdrawn and fees were therefore appropriately assessed in accordance with her Bank Account Agreement provisions.  While the client states she is not responsible for an error made by *****l, Republic also is not responsible for the merchant error.  Republic advised her to contact the merchant that made the error and ask ****** for reimbursement of the resulting Bank fees.

Consumer Response:

Better Business Bureau:

I have reviewed the response 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.

Regards,

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

 


 

 The bank fees are not applicable if the amount was refunded. The bank did not pay for an overdraft since the money was refunded. And I still haven't received supportive documentation for their action. If there is no supportive documentation for their action, the only grounds for their process is theft. Where is the supportive documentation detailing overdraft fees? One employee already declared that such documentation doesn't exist.

8/10/2015 Problems with Product/Service
8/7/2015 Billing/Collection Issues
7/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am being charge a $37 overdraft fee and $6 fee a day by the bank ,which I forewarn republic Bank thta ***** insurence company had taken out three payments from the bank account, and they were to take only $79.I will upload the email from our conversation. I have bank with other banks and I know they could have dismissed it,but the bank spokesman said that the fees incur and when I win the dispute they will refund me my money as well as the ***** payments and the over draft fee will be removed,(after 10 to 20 days) wow,I have called ***** and they said they would return the money ,if I was on the phone with the bank, to insure they would receive there money,I refused,they have taken an over payment before and I disputed it with them and they refunded my money to my account, this overdraft is interfering with me paying other bills,because republic bank said dont use the account until the dispute is settled,wow ten or so days,I want the over draft fees taken off. here are our the ***** statements and the email conversation

Desired Settlement: over draft taken off my account

Business Response:

Our account records reflect a telephone number and an email address that are no longer valid.  The BBB Complaint reflects a different telephone number that is also not valid.  We have sent an email to the customer at the email address reflected on the BBB Complaint, but have received no reply. In order to resolve this matter, we need to speak with the customer but we have not been able to make contact. If you can reach her, please have her call:

 

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

Customer Service Manager

Corporate Center

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

Consumer Response:

Better Business Bureau:

I have reviewed the response 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.

Regards,

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

 


 

 I had spoken with the bank manger and they informed me that when ***** refunded my money to my account they would dismiss the over draft fees, which have grown to $90,00 since the 06/15/2015, ***** returned  the $282 to my account  06/25/2015 and my over draft fees continue to mount.my account debt  has grown to over $200,00 WO, and*** ********** said she tried to contect me,I called the republic bank and they responed to my  over draft,why do we need to speak when ****** *** refuned the money and the over draft fees should be taken off my account as stated previously,over the phone and in the online email. thank you BBB

 

Business Response: Republic was able to contact Ms* ********.  ***** refunded the charge and as an accommodation, Republic waived the related overdraft fees.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 


 

 

5/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: on December 1, **** I filed bankruptcy. after 42 months of paying the required court stipulations my bankruptcy debts were declared closed and showed this on my credit reports. However, recently republic bank reopen a credit card account once owned by them which was in the bankruptcy of ****. Republic bank states on my credit report that Im delinquent in payment to them from **** - 2013 and they are the collecting party. I have found that republic bank has been paid through the courts as all agreed. Also, I talked to my bankruptcy lawyer states that I can not be made to pay again nor have them tampering with my credit for payment of a discharged debt. Republic bank has violated the Double Jeopardy Tradeline law. which is trying to collect twice on the same debt and reopen a debt deliberately to hurt my credit scores. This practice of violating the Double Jeopardy law is against the law. ******* ***** founder of the******** ******** Recovery ******* ******" the practice is not permitted and against the law".

Desired Settlement: I would like Republic Bank to remove all delinquent payments, judgments on an account that has been paid through bankruptcy.

Business Response:

Republic Bank never re-opened the account of Mr. *******, nor has there been any attempt to collect on this debt since his post-bankruptcy discharge.  Republic Bank was not totally repaid, but we did receive about 10% of the balance due during the bankruptcy proceeding.  Republic Bank has not violated any law, however, we are revising our credit bureau reporting on this account to reflect the balance owed to be 0 (zero) and to reflect that the account balance was discharged in bankruptcy.  This revised reporting will be submitted to the credit bureau on the next statement cycle reporting date (4/6/15). 

Consumer Response:

Better Business Bureau:

I have reviewed the response 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.

Regards,

**** *******

 


 

I have found with help of my bankruptcy lawyer ******* law office and ******* ***** founder of the  ******** ******** ******* states , the practice is not permitted and against the law. This practice is opening an account that is closed through bankruptcy and placing the account in collection to redamage my credit score which violates the Double Jeopardy Tradeline law. That is using predatory tactics to harm the person who has already taken plenty of damage from the initial bankruptcy.  Furthermore, Republic Bank place this account as late since ****-2013 when this account was being paid every month through my lawyers through the courts. Republic bank lied at saying its late. Also, a creditor must by law notify within five days of anything placed in collection and if nothing is not placed in collection and nothing is owed why is Republic Bank opening a discharged account that has been discharged for years, unless it is to negatively influence a credit score.  Republic Bank has broken the law and I have the proof. I will not accept anything less than removal of all reports that Republic Bank placed on my credit report , all negative and derogatory concerning the **** bankruptcy  which has long been discharge.  I hope that you can help me because Republic Bank has with assurance of three other lawyers --broken the law. 

Business Response: Any allegation that Republic Bank has re-opened or attempted to collect on this Complainant's account following his bankruptcy discharge is false. Any allegation that Republic Bank is guilty of any predatory activity or has any interest in the credit score of the Complainant is false.  In order to attempt to finalize this matter, rather than continuing to report to credit bureaus or otherwise revise its report in a legally permissable manner, Republic Bank has today submitted a credit bureau report deleting the Complainant's file.  This should remove any opportunity for conflict going forward.  It could take 30 days or more for the deletion to be effective in credit bureau files, if at all, as Republic Bank has no control over when and to what degree the various credit bureaus update their information. Republic Bank considers this matter closed.

4/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On or about Friday, 13 February 2015, my spouse and I received a check in the mail from Republic Bank & Trust Company (“RBTC”). Attached, please find an image of RBTC’s check no. ******** dated 6 February 2015 in the amount of $1,135.03. Since we do not, nor have we ever had, a customer or consumer relationship with RBTC, we contacted RBTC to determine why they had sent us this check. After being on hold for over an hour, we were advised that the check represented the amount due to us from a 2014 ******** state income tax refund RBTC processed electronically on our behalf. The problem is, we have not yet filed our 2014 income tax returns. We also have never filed our returns electronically. We have spoken with RBTC representatives, specifically ****** ******, Associate Counsel, and ***** ********, VP Risk Manager. Both *****r’s ****** and ******** assured us that they would resolve this matter. To date, they have failed to do so. It is our belief that RBTC was complicit in, or contributed to, facilitating a fraudulent ******** state income tax return being filed on our behalf. RBTC did not take reasonable precautions to prevent fraudulent income tax refunds from being processed through their systems. RBTC knew, or was reckless in not knowing, that their tax refund program was vulnerable to fraud. VP ******** stated to us that RBTC is well aware of the fraud risks with their income tax refund program. Despite acknowledging the risks, RBTC apparently finds this line of business to be very profitable. An itemization contained with this check, and printed on the same page, indicates that RBTC deducted a $19.99 fee, as well as a $29.98 fee RBTC paid to their Vendor, ******** Software and/or ******, as their fees for this service. RBTC’s lack of controls in verifying the identity of consumers allows criminal elements to perpetrate identity theft. At the very least, RBTC is facilitating criminal fraud. At the worst, RBTC is contributing to provide funds to terrorists. To date, we have attempted to resolve this matter with RBTC as follows: 1. - Tuesday, 17 February 2015 - Over one (1) hour on hold with various RBTC representatives attempting to ascertain the source of this check. This includes two (2) separate conversations with Mr. ***** ********s. 2. - Wednesday, 18 February 2015 – Over one (1) hour on hold with the ******** Department of Revenue attempting to learn how to file an identity theft affidavit and correct our state income tax records. 3. - Thursday, 19 February 2015 – Telephone conversation with Mr. ****** ******, Associate Counsel for RBTC; Email to Mr. ****** requesting resolution (attached). Additionally, RBTC is in possession of non-public information regarding my spouse and I. Specifically, our social security numbers and dates of birth. We do not have a consumer or customer relationship with RBTC, nor have we ever had a relationship with this bank. RBTC is in violation of the Gramm–Leach–Bliley Act by possessing this information. Despite our written request RBTC has failed to confirm that our non-public information has been purged from RBTC’s systems. We have attempted to correct our state income tax records with the ******** Department of Revenue, but are unable to determine the correct procedure to do so. As a result of RBTC’s negligent and reckless acts, we will be forced to hire a tax professional to accomplish this on our behalf. We respectfully request that RBTC retain a tax professional on our behalf to resolve this. While *****r’s ****** and ******** have been very polite and professional in our communication, they have failed to resolve this in a satisfactory and timely manner. We would prefer to resolve this quickly and amicably, but RBTC does not share the same sense of urgency. We await your reply.

Desired Settlement: We request that Republic Bank & Trust hire a tax professional to correct the fraud they allowed to be perpetrated

Business Response:              Thank you for bringing this complaint to our attention and allowing us to respond.  Republic Bank & Trust Company (“Republic”) received an application for a Refund Transfer (******** state tax return only) in the name of ***** ******* in January of 2015.  A Refund Transfer is a process where a taxpayer files his/her taxes through an online tax software company (“******”) and applies to have Republic take out the tax preparation and bank fees, and then transfer the remaining refund to his/her account at another bank via Automated Clearing House.

 

            Mr. ******* contacted Republic and spoke to a Risk Manager and the Legal Department.  During those conversations, Mr. ******* claimed he did not apply for our product or file his taxes via ******.  He claimed that his identity was stolen and his state tax return was fraudulently filed.  Mr. ******* also refused to send the check back to Republic.  It is Republic’s policy to collect the fraudulent check before returning funds.  At that point in time, Republic opened an investigation and took proper steps to mitigate the situation.  Per Mr. *******’ requests, Republic did the following:

 

1.      Made an exception to our policy and returned the full amount of the ******** state tax refund to the state of ******** on February 19, 2015 without receiving the live check.

 

2.      Deleted all records of the transaction and Mr. and Mrs. *******’ non-public personal information from Republic’s Refund Transfer system of record on February 23, 2015.

 

            Republic would also like address the claims Mr. ******* set forth in his complaint.  Mr. ******* claims the following:

 

1.      Republic has a relationship with TaxCUT. 

 

Republic has no such relationship.  The fraudulent state tax return was filed through ******, which is owned by 2nd Story Software. 

 

2.      Republic “scrapes” a $19.99 fee and pays ****** $29.98 for each of the “fraudulent refund checks.”

 

Republic discloses and charges $19.99 to the taxpayer for the Refund Transfer.  ****** (listed as “*** ***** SOFTWARE” on the attached copy of the check) discloses and charges $29.98 to the taxpayer for tax preparation.  Both of these fees were returned to the state of ******** on February 19, 2015.

 

3.      Republic “does not have a robust Vendor Management policy in place that complies with OC ******** ******* ** *** ******** ****** ******….” 

 

Republic is a state chartered bank regulated by the Federal Deposit Insurance Corporation and the Kentucky Department of Financial Institutions.  Additionally, Republic has a vendor management program that complies with all applicable law, regulations, regulatory guidelines, regulatory financial institution letters, and advisory opinions. 

 

4.      Republic has allowed ****** to perpetrate fraud against Mr. and Mrs. *******. 

 

This claim assumes that ****** actually committed the fraud.  Unfortunately, Mr. and Mrs. *******’ identity and non-public personal information was stolen before the tax fraud took place.  The person(s) committing the fraud had stolen enough information to prepare and file Mr. and Mrs. *******’ taxes before any information was disclosed to Republic.  That information was used to file Mr. and Mrs. *******’ taxes and fraudulently apply for a Republic bank product.  Unfortunately, the *******’, ****** and Republic were all victims of this fraudulent activity.

 

5.      Republic is in violation of the Gramm-Leach-Bliley-Act due to Republic possessing Mr. and Mrs. *******’ non-public personal information. 

 

Although Mr. and Mrs. *******’ information has since been deleted, their information was fraudulently disclosed to Republic.   Republic has protected their information in compliance with the Gramm-Leach-Bliley Act and all other applicable laws and regulations. 

 

Attached please find (i) a copy of a letter to Mr. and Mrs. ******* assuring that the ******** state tax refund was returned to the state of ******** and their non-public personal information was deleted from Republic’s system of record and (ii) a copy of the check that Mr. ******* refused to send back to Republic.  At this point in time, Republic has done everything in its power to mitigate this situation.  Republic has no plans to compensate Mr. and Mrs. ******* for fraud that was committed against Mr. and Mrs. *******, ****** and Republic by a third party.  If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone (###-###-####) or email (r******@****************).

 

 

Sincerely,

 

 

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

Vice President, Associate Counsel

Republic Bank & Trust Company

601 W Market Street

Louisville, KY  40202

 

2/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: It is very difficult to escape Republic Bank once you are a customer, I've talked to many other people who are current or past customers and they agree that the practices that Republic Bank puts into place make it feel as though you are being held financial hostage. In the Fall of 2012 we were contacted by a competing bank that we think favorably of to refinance both our primary mortgage (held by Republic Bank) and our 2nd Mortgage/HELOC held by another lender. Going through the process, we were contacted by Republic Bank about why we were refinancing our loan. When we said we were doing this to get a lower interest rate, the Republic Bank officer said that Republic would meet the offer for a fee less than what the other bank was offering and also said they could put our HELOC under them. Republic paid off the HELOC with our other lender, which had not early termination fee and now they had all our loans. No mention was made that our new loan carried a FIVE YEAR ETF. The five year ETF is excessive and unreasonable and I don't care whether during our closing we signed paperwork to agree to this, the closing at Republic Bank was held in an assembly line like manner for my wife and I to sign documents. There was no mention of an ETF and we would have NEVER agreed to a new loan with a five year ETF had this been the case. I feel like we had one pulled over our eyes. I talked to another lender from a competitors bank and the idea that we'd have this loan for with Republic Bank for nearly 2-1/2 years and STILL be charged the full amount or ANY amount of an ETF was just ridiculous. We want the ETF dropped.

Desired Settlement: Early Termination Fee of $826.77 refunded to us.

Business Response:

Mr. ****** was provided three separate disclosures in September, 2012 that disclosed the fee in question and his loan was not closed until October 15, 2012.  The fact that the loan carried an early termination fee was also disclosed again at closing.  Mr. ****** had ample opportunity to review the loan terms which disclosed the ETF, the closing table was not his only opportunity.  These fees are customarily utilized on loans in order for banks to properly fund longer term loan assets that pay off early.  Republic declines to refund the contractually agreed to fee.  

Consumer Response:

Better Business Bureau:

I have reviewed the response 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.

Regards,

******* ******

 

 

Neither my wife, nor I, would have ever agreed to the terms of a five year ETF had we actually been aware of this.  Never.  I guarantee you this information was slipped past us.  We've done business with Republic Bank for over a decade, have remained in good standing with multiple mortgage and HELOC loans, and yet when we are finally able to terminate our agreement,  Republic Bank takes parting shots at us.  I expected something along this order as we got to know some of the staff of Republic Bank and we got to see firsthand how they treat their own.  We became friends with a Republic Bank loan officer over the years and saw how Republic treated them when they notified them that they are taking another job.  For years we have wanted to get away from this company.  This company that in the beginning never brought up the fact that we were going to be pressured to end our relationships with banking institutions that we had long, strong histories with until we were already invested with time and money with the Republic offer.  And each time we've pulled away, we always get the call saying we are going to get hit with some penalty or another, some threat to keep us with them.  Republic Bank is on an institutional level what on a personal level it is to be stuck in a controlling, jealous relationship where one face is presented but once you feel a financial hostage the real face comes out.  And trying to isolate their clients, pushing them to end other banking relationships is just more of the same.  And as fortunate as it has been over this many years that national lending rates have dropped and dropped, when we were told we'd face huge penalties if we left Republic Bank less than two years after our mortgage loan was made, it was also very difficult to not trap ourselves in that two year commitment when rates dropped greatly below what we were already paying Republic Bank.  Again, we would have NEVER agreed to a five year commitment.  NEVER.

Republic can report how we were given this document or that document but the reality is that they are neglectful of communicating potential harm to their clients when it might cost them business.  I just contacted a loan officer at *** **** and asked them about their rules around their HELOCs including their ETF.  Since*** ****** ***** didn't charge us any ETF whatsoever, I thought I should at least check with a competitor's bank instead of just a credit union.  They said that the upfront cost to the customer is about $30 for the HELOC and you are committed to THREE years (Not Five - are you listening Republic Bank?!!!) and that each month that the customer keeps the loan the total penalty drops by about $10.  If you paid the loan off IMMEDIATELY, you'd owe a penalty of about $360.  So in our case, with us having our load for over 28 months, we'd owe a penalty of about $80,...CERTAINLY NOT OVER EIGHT HUNDRED DOLLARS!  In fact, even the Republic Bank loan officer from the *************e branch that was the originator on our loan said alound before checking our loan that the ETF might be three years, NOT FIVE!  And when I asked her if she thought the situation we were faced with was excessive, she replied, "No Comment!"  I am certain when the Republic Bank officer contacted me back in 2012 to try to stop us from leaving that he intentionally put in pitfalls to trap us.  

Republic Bank may bring up document after document that they've gotten us or others to sign that agreed to give up the moon but I know predatory lending techniques when I see them.  Republic Bank can certainly refuse to return our money.  Why not stick it to a customer they've had for well over a decade when it benefits them.  And I shall make certain, in a completely legal manner, that this costs them 100x this amount in new business.  I've already got the wheels turning.

2/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have our mortgage with Republic Bank and for years have felt trapped by the way they force you to maintain a checking account with them in order to get reduced closing costs on your refinance. Once we already started the process and had time/money invested, we felt like it was sprung upon us that we had to bank with them. The entire time (probably 10 years) we've had accounts with Republic Bank we were led to believe we had to have mortgage payments drafted from our account or pay a higher rate. Recently we started the process of refinancing our loan with another lender. Unbenownst to us, once Republic Bank received word that we were refinancing with another lender they took our loan off autopay. No one informed us and today we were hit with a $89.43 late charge. I called the bank and told them they didn't get our permission to remove our account from autopay and that we were never informed that this would happen. They refused to waive the late fee even though it was all of their doing.

Desired Settlement: Republic Bank needs to refund the $89.43 late charge as it was their doing and their lack of informing us what they were doing that caused the payment to be late. In many, many years of banking with them I do not think we had a single late payment because they were always auto drafted.

Business Response:

Yes, we do require customers that choose to get reduced closing costs to maintain their account here.  Customers do not have to have their account at Republic, but in that case they pay normal and customary closing costs.  The decision is left to the customer.  Mr. ******'s written agreement to avail himself of the Promotion is attached.

 

As to stopping the auto pay draft, we do this to avoid drafting an account when a payoff in fact occurs.  If we don't do this, then the customer is upset that we have taken a payment and they were not expecting it since they thought they were paying the loan off.  This can create a timing problem.  Mr. ****** acutally called our Contact Center rather than our Loan Servicing Dept.  We have changed our procedures to be sure Loan Servicing issues are appropriately forwarded to the correct department.  We are waiving the fee now and also waiving a fax fee that was charged in 2012 as a further accomodation.

 

We wish to extend our thanks to Mr. ****** for banking with us and bringing this matter to our attention.  We apologize for any Inconvenience.

 

 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ******

 


 

 %

1/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Opened an account online - depositing $500 as the intinal deposit (Account # ********) with intentions to move account from ***** overtime. Sent an email to Republic because they started charging service fees to the account now twice without any attention to the issues. It was becasue of a check card fee that caused the account to go below the minimum balance. Have called, emailed, completed surveys and emailed and basicly ignored the issue. Email on 10/4/** and 3/**/** with no answers, dont have a record of calls, survey or chat online.

Desired Settlement: Refund our money back into the account.

Business Response:

We have been able to contact Mr. **** and Republic informed him that his fees were being credited back and confirmed that he never received his card. He confirmed the address and we are sending him a replacement card so that he will be able to use his account.  Regarding emails that were not responded to, Republic did locate his email that came into our client service inbox. He was replied back to by email with the normal response when a client is asking for specific information via email.  For security reasons specific account information cannot be discussed via email and our customers are asked to contact us via live chat or by phone. 

 

Mr. **** opened his account in 2012 and a checkcard was ordered for him at that time. The card was never activated and the Inactive Card Fee was applied.   Due to the monthly inactive card fees the client's account dropped below the minimum balance and he began receiving the Below Balance Fee as well.  There has not been any other activity on the account.  All fees have been waived as an accomodation to Mr. **** and Republic believes the matter has been satisfactorily resolved.

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ****

 


 

 It's ashame that it gets to this point with a business.  While I agree with most everything in the company response,  I disagree with the one statement about using chat.  I tried that and was told that I would need to come into a branch.  I asked for someone with authority to contact me, and that never happened until I filed a complaint with the BBB.  I'm happy with the resolution and glad the BBB is there to help in this matter.

7/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On my account number ******** I had a balance of approx $7 and was preparing to close the account as I no longer live near any branches of Republic Bank, when upon checking the balance it showed a item that tried to post for approx $263 and had been returned with a charge to my account on 06-26-***** I contacted the republic bank rep by phone to try to find out what occured, as any and all previous links to that account had been canceled, and was advised of the item amount, but the rep could not tell me who it was. I requested as much info as possible but was told it was a P Direct (which I had no idea at the time who they were) and the rep could not give me any other information and told me I would have to figure it out she had no other information or help for me. I told her I was going to close the account and she responded that it could not be closed due to the negative balance (now created by Republic). I asked if I could block any further attempts from this company or ? from doing it again and she advised no. I eventually found out on my own that it was *** (******* ***** *** *****) and tho I had changed my information with them, they had continued to use the old info and account, but they had already tried again and another charge was put on my account by Republic, even tho I tried to block any activity. The company reversed any charges on their end on my account with them but would not help with Republics charges. Currently my account is approx (-$71)

Desired Settlement: I am massively concerned that anyone can post charges to my account, even after i have canceled the approval for them to do so, and that Republic has little or no information on anyone who does, or refuses to help give that information. Plus that their is no way to close, suspend an account with a issue, or no way to block anyone from taking money out. Thereby causing more and more charges from Republic. I want the account closed!!! And I dont feel the charges that put it in the negative are warranted.

Business Response: Mr. ******'s account had a small, nominal balance when two ACH debits hit the account initiated by ******* ***** *** *****.  A third ACH debit also hit the account, from ******.  The three ACH debits were the result of prior authorizations by Mr. ******.  All three debits were returned unpaid and Republic's customary return item fees were applied to Mr. ******'s account as a result.  A below balance fee of $7.00 was also assessed by Republic.  Republic, as an accommodation to Mr. ******, has waived those fees and at the request of Mr. ******, the account is being closed at this time as he is now out of market and no longer needs the account.  We have spoken to Mr. ****** and we believe both he and Republic are satisfied with the final resolution of his complaint.

 

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 


 

 

3/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I Filed my Taxes through Tax act on line They are partners with Republic Bank & Trust Company they issued a Refund check to me in the amount of $7,476.02. The check can not be verified at ***** *********** **** Or ******** service center in Sherman. The bank and Customer Service said that the check is not valid to be cashed and that the numbers does not match in order to cash the check and that the check is bongos. All I want is the amount that is owed to my that is $7,476.02. All I get is an recording with no one to talk to and they keep tell me to take it back to the tax preparer. They knew that the check was not valid when they sent it out and now you can even talk to anyone

Desired Settlement: I want a refund check that can be cashed at my bank that can be verified ,I also want an apology for the inconvenience that they have put me through

Business Response:

            Thank you for bringing this complaint to our attention and allowing us to respond.  Ms. **** filed her taxes through an online tax software company (“TaxAct”).  When filing her taxes online, Ms. **** applied to have Republic Bank & Trust Company (“Republic”) take out the tax preparation and bank fees, and then transfer the remaining refund to her account at another bank via ********* ******** ******
?

            After receiving Ms. ****’s tax refund, Republic attempted to transfer her funds to the bank account provided.  However, the transfer was rejected by Ms. ****’s bank stating that her account number was invalid.  Subsequently, Republic mailed Ms. ****’s funds to her via check on February 6, 2014.  That check was deposited and cleared Republic on February 19, 2014. 

 

            After receiving this complaint, Republic attempted to contact Ms. **** to verify that her issues were addressed.  Those attempts were unsuccessful as Ms. **** did not answer the phone and there was no ability to leave a message.  If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone (###-###-####) or email (************************).

 

Sincerely,

 

 

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

Vice President, Associate Counsel

11/14/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Starting 10/25 I was charged I believe to be unwarranted fees which in turn created a negative balance in my account. I then made deposits of literally all the money I could get together to get back in the positive. Then previously set up automatic payments started to go out & I was again negative. I wouldn't have been if not charged the fees on the 25th. I spent several days in the hospital due to the fact I've got Lyme Disease & am a very strict income thru Disability. During this time, charges continued to go thru & I was charged fees on top of fees on top of fees. In the times I could find available outside doctors & sickness, I continuously attempted to correct these issues re online chat customer service, emailing a member at my local branch, & playing phone tag with other branch reps. I also made every deposit I could out of any money I could find. But couldn't get it positive again due to the outrageous fees. To be charged a $36 fee on a charge less then $1??!! Now my account is insanely negative & it's way more then 2/3 fees only incurred within a weeks time!! I am desperate. I'd had the same bank acct for over 16 years at another bank & NEVER had issues!! I recently closed it & switched to Republic because they were closer to my new place. My disability check is automatically deposited on the 3rd of every month. I won't get any money in Nov just to cover Republic! PLEASE??!! I've been an incredibly responsible account holder & debt payer my whole life, when it comes to money, I'm as rigorous as they get. I'm not wishy-washy in the least. I literally believed I was screwed over in multiple ways by big business!! Once everything's straightened out, I will GLADLY close my account & never deal nor speak of Republic again. HELP!!!!!

Desired Settlement: Most if not all of fees charged from 10/25-11/3 removed/recredited to my checking account, account put on hold ASAP to prevent more fees & until everything's cleared up.

Business Response:

Ms. ******** has received two fee waivers since she opened her account on  5/21/13.  On 8/24/13 she was refunded $108 for fees assessed after a hold had been placed on her ATM deposit.  On 9/19/13 she was refunded $54 in fees as a courtesy.  All fees have been assessed correctly according to Republic’s Overdraft Honor Rules and Restrictions.  A Republic representative communicated with Ms. ******** on 11-6-13 regarding her account.  She has a direct deposit posting to her account on 11/20/13.  At that time, Republic will waive and additional $486 in fees which is half of her remaining accrued fees.  Ms. ******** advises that she is in agreement with that result.

10/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Every time I try to contact Republic Bank, at any local branch, I get routed to an offsite call center. From there, I am placed on hold. It could be 10 min, 20 min, or some days... I can't get anyone at all. I try the online chat and the wait is the same. I should be able to call a local branch immediately to resolve me problems or questions. Regarding their online banking, It's constantly having issues which is extremely inconvenient. I have tried all day today to perform transactions with my account and I have been unable to do so. This happens every week it seems. So, I can't call a branch because nobody answers the phone and I can't use online banking because of issues... why am I still a customer at Republic Bank? Oh yeah, because I am locked into a contract where I have to pay a $500 fee to close my account. When I signed up with Republic Bank, I expected to be able to perform transactions with my accounts. They are constantly unable to fulfill their promise to me. Why should I be locked into a contract where I have to pay $500 to close my account? They are a horrible bank with terrible customer service. Their mobile and online products are a joke and nobody will seem to fix it.

Desired Settlement: I want to be able to close my account without incurring a $500 penalty.

Business Response: First, Republic offers its apology to Mr. ***** regarding various customer service matters he experienced as set forth in his complaint.  We will look into those matters to see if improvements can be made where applicable.  We have been in contact with Mr. ***** to see how we can help resolve any remaining issues.  Our Ms. ******** has provided Mr. ***** with her direct contact information.  Mr. ***** has alwasy been very nice in dealing with Republic's staff and we appreciate that.  I am advised that Mr. ***** has chosen, for the time being, to keep his account at Republic while we continue to address his customer service issues.  Should Mr. ***** desire to move his account, which we hope he does not elect to do, we will waive any penalty associated with that account.  Thank you for the opportunity to address Mr. *****'s concerns.

9/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used Taxact to do my taxes earlier this month and had been charged $40.90 for services to find out the bank failed to follow through and will not refund $ nor explain anything in regards to why this has taken place in the first place.. Im not real happy lets see if we can get to the bottom of this

Desired Settlement: I would like refund

Business Response:

September ** 2013 

 

THE BETTER BUSINESS BUREAU, INC. 

<st1:Street w:st="on"><st1:address w:st="on">844 S. 4th Street 

<st1:place w:st="on"><st1:City w:st="on">Louisville, <st1:State w:st="on">KY  <st1:PostalCode w:st="on">40203-2186 

 

 

Re:  BBB Complaint – *********** * ******* *********) 

 

 

To Whom It May Concern: 

 

            Thank you for bringing this complaint to our attention and allowing us to respond.  Mr. ******* filed his taxes through an online tax software company (“TaxAct”).  When filing his taxes online, Mr. ******* applied to have Republic Bank & Trust Company (“Republic”) take out the tax preparation and bank fees, and then transfer the remaining refund to his account at another bank via Automated Clearing House.   

 

            After receiving Mr. *******’s tax refund, Republic attempted to transfer his funds to the bank account provided.  However, the transfer was rejected by Mr. *******’s bank.  Subsequently, Republic mailed Mr. *******’s funds to him via check.  Mr. ******* has confirmed receipt of the check via a telephone conversation.  Additionally, as an accommodation only, Republic has offered to refund our fee of 17.95. Mr. ******* was satisfied with this offer and accepted.    

 

            If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone (************) or email ***************************  

Sincerely, 

 

 

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

Republic Bank & Trust Company 

601 West Market Street 

Louisville, Kentucky 40202 

9/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ******, bill collector, ( ###-###-#### ), with republic bank, asked what religion I belonged to, when talking with me!

Desired Settlement: First of all I do not EVER want to receive a phone call from ****** or Republic bank again. I want ****** fired. I want republic bank to forgive the rest of my mortgage loan.

Business Response: Republic Bank does have an employee by the name of ****** that has contacted Mr. *********.  Republic retains recordings of certain of its calls.  The calls with Mr. ********* were recorded.  After reviewing the content of the recordings, it is clear that the complaint filed with the BBB by Mr. ********* was a fabrication.  Republic will not agree not to call this customer, nor will it take any action against its employee as no action is warranted, nor will it forgive the mortgage loan obligation of Mr. *********.  If Mr. ********* wishes to contact us, we will be pleased to talk with him, however, if he repeats his prolific use of profanity, we will discontinue the conversation.

Consumer Response:

Better Business Bureau:

I have reviewed the response 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.

The situation was not only "not resolved", but it got worse in the sense that, the response from republic bank, was not true when they wrote, that my complaint against them was fabricated!

Honestly and sincerely,

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


 

 

7/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On or about April 22, 2013, my wife and I made an application to Republic Bank for a mortgage loan. On or about May 9, 2013, I scanned and e-mailed to **** ************* of Republic Bank a document which identified me as a recipient of disability income from the SSA. This document was in addition to other documents concerning mine and my wife's employment. On June 14, 2013, I was informed in an e-mail from **** ************* of Republic Bank that in order to complete the mortgage process I would need a letter stating that my disability would continue for at least five years. The interest rate which we had locked for our loan was due to expire on June 19, 2013. My assertion is that Republic Bank and it's agents intentionally waited for 25 business days, well over one month, to inform me of this "letter," even though they already knew that the majority of my income was derived from this disability payment They did this so that my rate lock would expire and a higher interest rate could be charged.

Desired Settlement: I would like a refund of my $399.00 application fee, as I feel that our application was not handled properly.

Business Response:

Republic Bank does not gain by not closing a loan and the Bank makes every effort to underwrite and close all loans timely.  While this clinet legally owes the Bank the deposit of $399.00, as the Bank is out this money for the appraisal, as an accommodation only to this client, we are refunding the deposit by crediting the client's account today, July 8, 2013 and the Bank will absorb the loss on the client's application.  This is a one time accomodation only.


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