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BBB Accredited Business sinceAdditional Locations
Phone: (502) 582-2571 1040 East Main Street, Louisville, KY 40206
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A BBB Accredited Business since
BBB has determined that Stock Yards Bank and 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.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
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Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Kentucky Department of Financial Institutions
1025 Capitol Center Drive, Suite 200, Frankfort KY 40601
Phone Number: (502) 573-3390
Fax Number: 502-573-0086
Type of Entity
Business ManagementMr. David P. Heintzman, Chairman & CEO Mr. Neil Lancaster, Director of Sales, Service, and Marketing
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: Stock Yards wooed my wife and I away from our previous bank with the promise of great service, free checking for us and my wife's two companies, and lower rates on loans. For the first 18 months things were fine. Their hours were not convenient, and they would sometimes close early without notice. They have no ATM's, but reimburse customers for using other ATM's. They have no way to make deposits outside of banking hours, and their branch locations are very inconvenient. But, they were nice, and corrected issues when they arose, so we stayed. Then, about six months ago, the bottom started to fall out when a "freeze" was placed on our account from a law firm on a debt that had been paid. We received notice of this the day after it occurred, and when I visited the branch, the manager told me repeatedly not to worry. She stated "I will take care of this, and refund any fees, and pay all checks and debit transactions that come through up to the amount of the freeze." She took care of one, and when I visited again, she told me the same as before, and said that the fees would be refunded in a lump sum that week, and she even offered to write letters to those we owed to explain. My wife was on the phone during these conversations, and recorded them. She is a print and broadcast journalist, and her phone easily records interviews. In Indiana, only one person has to know of the recording, and these promises were made several times. They discouraged me from closing the account saying it would be more difficult to refund the fees, and process credits. After nearly two weeks, we had accrued well over a thousand in fees, and more than $600 in other fees from unpaid transactions. When our branch manager failed to respond, we went to her boss who told us exactly the same thing, promising to take care of the fees. She didn't cover a single one. Now, with nearly $3,500 in fees, they are closing the accounts, falsely claiming "fraud". This is a complete fabrication, and their ridiculous and lame attempt at retaliation for our complaints, and the investigations they are now a part of. They are trying to cover their butts for breaching the verbal contract illegally. In addition, they cut off my wife's business debit cards without notice, and when we called customer service, they said they had fixed it....another lie. They changed our online account information without our knowledge, and when we called, said it was fixed; also not true. This of course was done just before 5:00 p.m. on a Friday evening to cause the most hassle. Very unprofessional, in addition to being completely untruthful, and childish. Luckily, my wife had opened up accounts at another bank a while back when Stock Yards became untrustworthy. We should have listened to others who had tried to talk us out of doing business with Stock Yards two years ago...
Desired Settlement: An apology, the refund of all fees and expenses, and a plan to stop this behavior in the future.
RE: Consumer complaint
Complainant: ***** ** *****
Business: Stock Yards Bank & Trust Company
To Whom it May Concern:
On March 9, 2016, Stock Yards Bank & Trust Company (“SYB”) was served with a valid Notice of Garnishment Summons and Order to Answer Interrogatories, issued by the ****** Superior Court, in an action in which a third party creditor had received a judgment against Mr. *****, the complainant.
Mr. ***** states he was made aware of the account freeze on the same day as the bank’s receipt of the Order, and visited a branch where he claims he received assurances from a bank employee that the bank would “refund any fees and pay all checks and debit transactions that come through up to the amount of the freeze.”
Despite this contention, SYB’s investigation with its employees did not indicate that promises of any kind were made. Further, despite Mr. *****’s suggestion that there was a verbal contract between he and the bank to cover these checks, the account terms are in fact controlled by “Terms and Conditions of Your Account,” which have been recently provided to Mr. ***** be separate correspondence, and which require any variation to the terms thereof to be in writing. These terms advise that “…we (SYB) will not have any liability to you if there are insufficient funds to pay your items because we have withdrawn funds from your account.”
The garnishment order was in an amount sufficient to cause Mr. *****’s account to immediately be overdrafted. Despite this, Mr. ***** failed to deposit further funds to cover the items that were presented, almost daily, against the account for the next month. It also appears that Mr. ***** made no efforts to prevent the items, such as recurring ACH drafts or checks, from being presented against his account for the next month, thus explaining why there were additional fees continuously assessed against the account, of which Mr. ***** now complains.
SYB certainly has sympathy that Mr. ***** has incurred hardship pursuant to the garnishment issued by a third party judgment creditor against his account, but SYB steadfastly maintains that it has acted solely in compliance with the terms governing the account. SYB further notes that it has been working separately with counsel for Mr. ***** towards a mutual resolution.
***** ** ****
Counsel for Stock Yards Bank & Trust Company
***** ** **** * ****** * ********** ******
*** ***** ****** ******* ***** **** * *********** ** *****
**** ************ * *** ************
Read Complaint Details
Complaint: On January 30, 20**. We closed out account with Stockyards, signed documents and they refunded us the remains 22.00 in the account. After that time, they continued to allow charges and old payments that were scheduled to go through the account with out our permission. At no time did they put us on notice that it would take 24 hours to close an account, they never told us there were any issues closing the account and continued to allow payments and charges to go through the account. We believe they acted in bad faith and have put undo hardship on us because we have now made duplicate bill payments that can not be recovered until next month. On top of that, they refuse to remove the 35.00 overdraft fee that they billed for charges they allowed to go through after we closed the account.
Desired Settlement: I wish stockyards to remove any fees from my account because of there mistake and wish in the future they make a better practice of communication with there customers regarding how much time it takes to close an account.
In this particular situation, the bank was unable to close Mr. & Mrs. ***’s account on January 30, 20**, the day Mr. *** came into our ***** ***** branch to close the account due to an outstanding item attempting to clear the account the evening of January 30th. When Mr. *** requested to close the account, he was asked if there were any outstanding items on the account that could be presented for payment. His reply was ‘no’. This is important because the language in our Terms & Conditions clearly states: “When you close your account, you are responsible for leaving enough money in the account to cover any outstanding items to be paid from the account.”
The balance in the account as of the account closure request was $22.81. This amount was given to Mr. *** on January 30th to get the balance to zero and close the account. Had no other presentments hit the account, the account would have closed that day and none of the other events listed in the complaint would have occurred.
On the morning of February 2nd, the online bill payment that was presented the night of January 30th cleared the account, creating a negative account balance. With the balance no longer at $0.00, our system would not allow the account to close. Five subsequent transactions, including four ACH transactions from ******, posted to the account. We were unable to prevent these items from posting to the account (we couldn’t close the account completely due to the pending items and subsequent negative balance).
Had we known about the six items that were still outstanding at the time the account closure was requested, we would have advised the customer to deposit additional funds in the account to cover all payments and wait until all six items cleared to close the account. All NSF fees incurred have now been refunded to the customer.
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.
Although I appreciate the reimbursement of fees to my account for the banks mistakes, I would like it be known that no such conversation took place between the bank and Mr *** about possibilities that the account might not close because of pending charges. The ****** charges were made with a ****** debit card that was still liked to the account that was a mistake on ******* part. A simple phone call letting us know about the problems with the account closing would have solved everything. We could have allowed the account to stay open and transfer funds if needed. They're lack of communication caused this entire issue. There unwillingness to work with me once "I" discovered the problem is the real issue and one I wish to be noted. The way the handle the situation, and me as a customer, was in complete bad faith.
Read Complaint Details
Complaint: After being a customer of SYB for ten years my account was closed without communication after an investigation of unauthorized usage from unknown person/persons. I reported the incident in June 2013, this was the seventh time my account had been compromised by unknown persons. The other times were handled a big better due to the fact that they were online purchases out of state, which they were able to determine that I was here in KY during the time and the purchases were random. In June my debit card began to be declined. I contacted SYB immediately as I knew that I had ample amount of funds available. That is when I was informed of said unknown charges that were not made by me. They indicated that I would need to come into a location and file a dispute/disputes, which I did the following day. At that time they explained the process to me. The communication was great initially, only to suddenly go down hill. They began to avoid returning my phone calls, give me the run around, tell me that someone would call me back, etc. No one called me back. In fact, I made several trips into two different locations, only to be told that no one was available at that time to address my concerns. Finally in September I went to the St. Matthews location thinking a new face/faces would be of help, only to be told that my account was CLOSED without my knowledge back in JULY! Keeping in mind I was told that the account would remain open until the investigation was complete. The individual at the St. Matthews location indicated that since my account had been closed, again without my knowledge, that I had lost all of my perk rewards points which totaled over 200,000 that I had accumulated over ten years. He also stated that my account had been turned over to *********** which is a NIGHTMARE to someone who had NEVER had any issues with banking or credit. In fact, my credit score prior to this situation was 860. Not only did they not communicate with me, they made me feel at fault for said violation of my account and unauthorized charges by telling me, "you should not use your card at restaurants and bars. Also, you shouldn't make online purchases." Funny, isn't that part of having a debit card, for convenience? Also, entertaining fact, the first two times my account was compromised it was due to ** **** being hacked and ******, which were both purchases I had made in person. Their company systems had been compromised. The third time was due to paying at the pump at a Shell gas station that had been compromised. So based on that, I suppose I should have not used my debit card for anything. Since all of this occurred, not only did I lose my account that I had for ten years, along with my Perk reward points that I was unable to cash in, I also have had to deal with EXTREME inconvenience of not having direct deposit, cashing my payroll checks at the local kroger for a fee and using cash all of the time. Meaning no more paying at the pump for gas, no more online bill pay, internet shopping...and the worst, not being able to open a new account ANYWHERE because SYB reported me to ***********!!! While my account was 'being investigated' with lack of communication they also failed to inform me that my direct deposits being made by my employer ****** *********** were being put into my account only to go towards the money that was taken from me by an unauthorized individual. When I asked what to do about my direct deposit, they told me to leave it as is. I lost out on four paychecks until I took it upon myself to cancel the direct deposit (Thank goodness)! I was also charged five dollars per day because my account was in the negative, although it was not my fault. They also informed me that there were no notes on my account after July. That was concerning and alarming, as if they had something to hide and making me seem incompetent. NOT OKAY! Since June I have dealt with this terrible nightmare with no resolution.
Desired Settlement: I want my account resolved with SYB, funds replaced. If funds cannot be replaced, I am willing to suck up the fact that a tremendous amount of money is and will forever be gone as long as they FULLY RESOLVE the ********** issue allowing me to go back to normal way of living and giving me desired and deserved credit back. I have worked hard to maintain excellent credit my entire life, I want it back! I would like a phone call from the highest superior indicating what will be done to resolve this matter. ASAP.
In researching Ms. *****’s complaint, here is what we have found thus far:
Ø On Friday, June 28th @ 4:44 pm, we have an internal e-mail generated from a service associate at our Highlands branch to our Bankcard Services Department. Ms. ***** had called in to dispute a debit card transaction. The transaction occurred at ****** on May 31st, 2013, and was in the amount of $168.89. On the form, ********* typed the following information, “****** will come to the branch to look over other activity on her account a sign a dispute from. She might dispute other charges once she sees her activity.” At this point, this is the only transaction for which we have a POS (point of sale) dispute.
Ø On July 23rd, 2013, a letter was mailed to Ms. ***** at **** ********* *** *** *********** *** *****, stating we had completed our investigation of the POS dispute on the ****** transaction. The letter states “You advised us that you have chosen to withdraw your disputed transaction claim filed on June28, 2013, since you did authorize the transaction in the amount of $168.89. We consider this matter to be resolved and we are closing your claim.”
Ø On July 25th, Ms. *****’s checking account was charged off for $649.27 and placed for collection. Because of the amount charged off, the account was reported to **** *******. Again, a letter was mailed out to Ms. ***** from our DDA Collections Department.
Ø On Wednesday, January 8th and again on Thursday, January 9th, ***** *******, one of our Retail Division Managers spoke to Ms. ***** on the phone. During this conversation, Ms. ***** shared some of the same information included in her complaint. From this conversation, ***** ordered copies of Ms. *****’ May, June and July 2013 statements, which were mailed to Ms. ***** on January 10th. ***** instructed Ms. ***** to go through these statements in detail and let us know of any debit card transactions she’s disputing so that they can be investigated. ***** again talked to Ms. ***** on Thursday, January 16th, to see if Ms. ***** had received her statements yet. She had not received her mail yet and was going to check her mail that night and again today. She indicated, due to her schedule, she wouldn’t be able to review these statements until Friday night at the earliest. She thanked ***** for following up and said she’d call ***** and let him know which transactions she’s disputing.
Ø The ball is in Ms. *****’ court now. We need her to go through the three bank statements and highlight any debit card/POS transactions she is disputing. Once that information is returned to you, our Compliance department will investigate all highlighted transactions. If we find that some or all of the charges are fraudulent, we will work with Ms. ***** to get this situation rectified. If we find that Ms. ***** executed or authorized someone else to perform these transactions, there is nothing more we can do.
We will re-open our investigation immediately upon receipt of Ms. *****’s May, June & July 2013 bank statements that highlight all disputed debit card/POS transactions.
Customer Reviews Summary