Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint concerning the conduct a centennial bank employee , Mr. **** ********* Vice ********* Loan Officer. I am extremely disappointed by the unprofessional and potentially unethical actions he took during a recent business interaction that had significant negative consequences for me and a potential transaction.I contacted Mr. ******** to discuss a confidential business matter. Specifically, I was exploring financing options regarding a potential acquisition of a company. This was an early, private inquiry intended to remain strictly between myself, Mr. ********* and the owners of the business. However, based on assumptions he made from our conversation, Mr. ******** reached outwithout my consentto a vice president of the target company, mistakenly believing this individual was part of the ownership.This disclosure not only breached my confidentiality and trust as a prospective client but also seriously disrupted the integrity of my negotiations. The owners of the business, who were already concerned about internal misconduct involving this vice president, were understandably upset that this sensitive information was shared with him. As a result of this interference, the relationship between myself and the owners was damaged, and they ultimately sold the business to another party despite our existing letter of intent, which explicitly stated that they should not entertain offers or discussions with other buyers while negotiations were in ***********. Criswells actions were not only unprofessional but also potentially harmful from both legal and ethical standpoints. His conduct reflects poorly on Centennial Bank, especially considering I was seeking to establish a customer relationship with their institution.I would appreciate written confirmation that my complaint has been received and is being reviewed. Should you require any documentation or further information, I am happy to provide it.

  Business Response

  Date: 06/10/2025

  Centennial Bank received the complaint and acknowledges the complainants concerns. We assure the complainant that the Bank takes the complaint seriously. The concerns have been appropriately escalated and the Bank will thoroughly investigate.Once the investigation is complete the Bank will take appropriate action if needed. Centennial Bank thanks the complainant for bringing the concerns to our attention.

• Initial Complaint

  Date:01/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 01, 2024 I made an order online. I bought Centerpoint crossbow. It wasn't delivered, tracking marked is as it was delivered and proof of delivery shown wrong property, not ours. I tried to contact customer support, no one helped. I never got a refund from the company. Tried to work it out for the whole month. Finally had to file a chargeback, because I couldn't do anything else. I filed the case, I sent all evidences, and the case was for refunding because the seller refuses to work it out and refund me, because I did not get the item. I was waiting for more than a month for centennial bank decision, and finally, got confused letter, which I didn't understand at all, just saying that I really made that order and they confirmed it, and I will not be refunded.... I really was shocked by that. I need my money back, and I know that I paid! Yes, I paid for the item which I wanted to recieve, but I didn't get it! I need my money back!

  Business Response

  Date: 02/03/2025

  Centennial Bank performed a review of the complainants account activity. The review showed that on November 18, 2024 the complainant filed a dispute in the amount of $299.00 for merchandise not received. The complainant and merchant both provided matching documentation stating the delivery address. The Bank completed the investigation and determined that under Regulation E no error had occurred. The complainant was mailed a final determination letter on 12.29.24 stating that no error had occurred. The Bank received the complainants second complaint from the BBB on 01.24.25 and reviewed the dispute in question. The Bank further investigated the delivery address and based off those results determined that the item was not delivered to the correct address. The Bank made the determination to give final credit to the complainant on 01.24.25. The Bank thanks the complainant for the chance to address the concerns. 

• Initial Complaint

  Date:05/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I deposited a $2,500 check on Friday, 04/28/2023. The check was not in my account by Monday, 05/01/2323 at 10 AM, so I called and asked why. I was rudely informed that the check would not be deposited into my account until Tuesday, 05/02/2023 at midnight. Then, the "deposit" hit my account at midnight for only $200. I called again on 05/02/2023 at 10 AM, and I was informed that the bank is allowed to withhold the remaining $2,275 dollars because "the system automatically does that" and "it is policy for a check that large." I was never informed of such policies or procedures beforehand, and even if I had been, it is still extremely shady and unethical to withhold funds for no apparent, logically-founded reason. This incident took place through ***************** which is unfortunately owned by Centennial Bank now. Before this acquisition, **************** was reliable and did good business. Now, these sketchy practices are in place, and Centennial Bank is the entity to blame. Do not bank with them, and if you do, rest assured that you will be scammed. Note that they "funds withheld" is supposed to expire 05/02/2023. It is currently 05/02/2023, and I still only have $200 of my $2500 deposit. Shady, unethical, wrong.

  Business Response

  Date: 05/11/2023

  The Bank performed a thorough review of the complainants check deposit made into a savings account in the amount of $2,500.00 on Friday, April 28, 2023, at 4:37 pm. The Bank placed an automated 2-day, case-by-case hold on the Mobile Remote Deposits (MRDC), as allowed within Regulation CC. The first $225.00 was made available on the next business day on Monday, May 1, 2023 and the remaining $2,275.00 was made available on the second business day on Tuesday May 2, 2023. A hold notice was sent to the complainant on May 2, 2023. The mobile application disclosed funds availability and the possibility of longer delays on screen with each mobile check deposit made. The hold was reviewed for release if certain criteria was met after consideration of the entire customer relationship. The complainants MRDC deposit appeared on the Banks report dated May 1, 2023, and was reviewed by the branch. The complainants account relationship did not meet the criteria of more than a $300 average current balance over the previous 12 months, and the decision was made to keep the hold on the account to allow time for the check to clear. The complainant was contacted by the Market ************* on May 5,2023, to discuss the concerns. However, the complainant stated she was not available to talk at that moment and would call back. The complainant did not return the call as of the date of this response. 

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I currently have accounts with ****************************************** debit cards were compromised on 12/25/2022. About $2600 was charged on my account, I called the bank and had cards locked. Beyond this the bank will do NOTHING to recover the money and provide any assistance. In the meantime, I have limited funds in my account - the charges are still pending over a week later. I've been told repeatedly, they will drop off tonight. WHY AM I BEING FURTHER VICTIMIZED BY THE ********* No customer service to speak of. No assistance, not even sure a fraud report has been filed. It has been 10 days and they have done absolutely nothing.

  Business Response

  Date: 01/06/2023

  On 12.25.22, the complainant had two pending check card authorizations for $1,297.92 each from Apple.com on her business debit card ending in ****. The complainant contacted the Bank and the debit card was hotcarded/closed on 12.27.22, to prevent any further fraudulent transactions. The business transactions were not eligible for provisional credit under Regulation E and a chargeback could not be submitted on the complainants behalf while the charges were still pending.The Bank reviewed the account and determined that no Bank related fees had been assessed due to the pending authorizations. The complainant was informed that the Bank had done all that it could at that time. The complainant was not content with that resolution. On 01.04.23, the Bank informed the complainant that the pending authorizations had fallen off the account and did not post to the complainants account. While the Bank is sympathetic to the complainants concerns with the potentially fraudulent authorizations, the Bank has no control over merchant settlement of pending authorizations and believes that the actions taken were appropriate and in compliance with regulatory requirements. 

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18674839
  
  I am rejecting this response because:. They provided zero assistance. Furthermore the charges were to expire on 12/31. That didn't happen until 1/4. They never filed a fraud complaint.  ******** didnt even call me or reach out until 1/6. I haven't hears back. This is why fraid is so prevalent. ********s do absolutely nothing about it
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/11/2023

  As previously explained, the Bank has no control over the how or when the merchant settles the check card authorizations. The business complainant is not subject to the investigation, notification, and/or provisional credit for unauthorized transactions under the requirements of the consumer Regulation ** ******** was unable to submit a chargeback request to the merchant on the complainants behalf, because the transactions had not posted to the account. The authorizations did not post to the complainants account and no fees were assessed as result of the pending authorizations. ******** has taken appropriate action to deactivate the business debit card to prevent further transaction, to explain why no further action has been or will be taken, and is in compliance with all regulatory requirements. ******** considers this matter closed.

• Initial Complaint

  Date:12/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Centennial bank bought out ***************** I have several account at ***************** They moved my accounts to what they saw fit to one of their "account types" without informing me or asking permission.The accounts that they selected charged me monthly for one of my accounts $640 for "service fees" which when i called to get clarification i could not get an answer. I went to the branch and they talked to supervisor and then they called corporate office... nobody including the head at corporate office could explain to me why i was charged this fee. It seems like they, as i found another charge today, will charge customers a "service fee" without explanation and hope that the customer never pays attention and just lets it slide by.This is not a good business and needs to be reported to the proper authorities.

  Business Response

  Date: 12/16/2022

  Happy ********** was acquired by Centennial Bank in April 2022. On May 11, 2022, a welcome packet was sent to Happy ********** customers with details of the upcoming conversion scheduled for completion on June 13, 2022. The welcome packet contained detailed advance account disclosures illustrating the previous account types and the corresponding account type upon conversion. The complainants account was converted to a Business Money Market account that most closely resembled the previous Happy ********** business account. The Business Money Market account disclosure stated the limits on the number of withdrawals from the account with a $10 fee for each withdrawal in excess of six per statement cycle.Once the complainant contacted the Bank in October 2022, the Bank changed the account type to a Business Checking account as requested, and refunded the service charges totaling $660.00, on November 1, 2022. The Bank has been unable to reach the complainant via phone since the receipt of this complaint and there was no voicemail available. An attempt to contact via email was sent to the complainant on December 14, 2022, to inform of the actions taken and copies of the new account type disclosures were provided.