ComplaintsforBusey Bank

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I deposited a check for my workers compensation settlement and they put a hold on it explaining its for their protection to ensure they get paid on the check before releasing the funds. Deposit was on 1/30/24 and the check cleared my attorneys bank on 2/1/24. They have been paid my money over a week ago. They are using regulation cc for the extended hold. Regulation cc states it has to be reasonable. Holding my money till February 14th is not reasonable. My attorney even said he has never heard of a hold for this long. I haven't had a check in over a year and this is my workers compensation settlement. I need my funds immediately. Thanks

  Customer response

  02/08/2024

  Reg cc also states 9 business days not 11 so this is all illegal 

  Customer response

  02/10/2024

  This is straight out of regulation cc and it shows they made a mistake. It says if a customer had (not has) a account for more than 30 days they can't be considered " new account" by the time they respond my funds will be released. I'll probably have to file a lawsuit 

  

  Business response

  02/20/2024

  To respect customer confidentiality, we cannot disclose details about this complaint publicly. However, we have reviewed the complaint and confirmed that proper procedure was followed and communicated in compliance with federal regulations and bank policy. Busey’s team has worked with the customer and communicated the findings and resolution.

  Customer response

  03/01/2024

  This is the problem, i let them know after doing some reading that this was not in federal compliance and they refused to give me my money no matter how wrong they were. Please read the federal code paragraph i sent you in the beginning proving this. I have had accounts before with Busey so they had no right to keep my money according to the federal regulations they are misusing 

  

  Business response

  03/15/2024

  Our team has confirmed that all actions taken have been in accordance with Regulation CC. If Mr. ********* would like a further explanation, he may contact his Relationship Manager at the number he was provided. 

  Customer response

  03/22/2024

   I am rejecting this response because:
  They say their team confirmed? The same people causing the problem in the first place. I am asking the BBB to review my attachments. Since i previously had bank accounts with busey reg cc doesn't apply to me. I believe its 229.13B states customer had (past tense) not has (present). Its plain as day and Busey still admits no wrong doing. You will see another screenshot i sent in the beginning where a reputable person teaching reg cc states the exact thing I am. Busey is taking advantage of reg cc and sat on over 10k of my money for 15 days after they were credited the funds.

  I can't make this more clear and i have provided the proof i am right. Should I call a attorney and sue? May be the only way to fix this since they are refusing to be honest and admit a mistake. My relationship manager is the biggest problem and referring me back to him for probably the 5 th time makes it even more frustrating. 

  
  

  Customer response

  03/22/2024

  My last message i made a mistake and stated 229.13B when its 229.13a that i uploaded on 2/10. Please read this. It sums up this whole argument in a couple sentences that Busey refuses to recognize. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This bank is robbed me about five or six hundred dollars in fees they didn't put a stop of transaction on a transaction that had stated to that involves a legal situation that was supposed to be money for my car while it was pending I had contacted the bank and said stop send back to sender they refuse to send back to sender they keep charging me overdraft fees won't correct them then they won't let me access my account or use my account because they know that they can make it fraud and robbed me the money they accepted from ********* ** *** was never stopped like it was supposed to be and I told them reported as fraud the only thing they did was serve me with a letter and just rob me more money they've racked up fees after fees at their fees I may have to go bankruptcy because of this and they need to be sued or something or criminally prosecuted for theft and fraud

  Customer response

  01/03/2024

  Now they're trying to cover up their tracks when I log in there's no data or no account now and I also think I might be getting robbed out of another $950 and that's why they're not showing the accounts because they're stealing my Social Security as well now cuz I had changed my direct deposit to another bank and I can't even look at the account on this now they're erasing everything I can't documents or anything they literally have stolen a crap ton of money out of me and fees and everything else they stole $800 and something dollars from a car accident that wasn't even supposed to go to their account that I said stop don't accept the money involves legal matter the day while it was still pending they were owed money so they went ahead even though I had overdraft process the deposit hijacked it didn't return it to Sender like I requested and now they're deleting the account serving me with a trespass notice whole nine yards because I cussed them out for robbing and stealing and holding up a legal matter and everything else which I'm well am I right to be pissed about yeah they've cost me about $2,000 so far and probably about another thousand and they're fixing to be getting in the news for deleting documents and everything else they're trying to cover the tracks I can log into my account and I can't even pull up my recent transactions nothing it's a failure to load every time they close the account they shut the card down without my permission Whole Nine Yards

  

  Business response

  01/17/2024

  A solution to the customer’s problem has been identified. Busey’s team has worked with the customer and communicated the resolution. This case is now closed.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I moved out of state and transferred all my money to my new bank and explained to several people at Busey that I wanted the checking account closed several times. They have ignored my requests to close my own checking account and continue to send overdraft charges. This bank has become a waste of my time and money and I want no further contact with them. I have never heard more excuses and roadblocks put in my way to try and extract money out of former customers. I have had enough of the runaround with that bank and will never do business with them again.

  

  Business response

  01/10/2024

  The complainant's request was passed to an internal team for further investigation. The issue has been resolved with the client

• Initial Complaint

  09/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On sept 13 I paid off a loan using my Busey account. On sept 15 the loan company tried to take the money again. They said it was a glitch and IT was working on it. I called Busey and put a stop payment on it. Later that day the loan company credited my account for the money as well. I heard nothing from Busey. I received a message from the loan company on sept 22 that due to the stop payment and their credit, I owed the amount again. Again I paid the loan off using my Busey account. On the 28th the money came out again. Still no word from Busey. I called the loan company, my balance was zero and they didn’t do it. I called busey and was told they took the money because of the double credit on the 15th. Huh? I argued and was told it would be escalated up and I would be called at 9 am today. At 1030 I called Busey and was told the person I needed to talk to was in a meeting. That person called later in the afternoon and said the money was taken back due to the double credit. I argued and was told it would be escalated up and I would receive a call before 5 pm. After 5 Busey called to say it was due to the double credit on the 15th. I argued and was told someone would call me on Monday. I have banked with Busey for over thirty years. This money was taken out on the 28th without my authorization. Busey staff have given several different excuses for the money being taken. Meanwhile my money is being held hostage while they investigate their error.

  

  Business response

  10/12/2023

  After speaking with a Busey associate, the customer discovered the payment error was caused by the creditor and not Busey Bank.  Per the customer, the creditor will be refunding the last payment back into the account, which should bring her back to even with the payment schedule. The Busey associate then discussed options with the customer on how to best keep the account active until the refund credit is deposited by the creditor. He will be staying in contact with the customer until the refund is deposited. 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to make a deposit and the machine took my bank card and the cash depositing and the machine completely froze/locked up. Pressed cancel, clear, etc. buttons and nothing. There is NO EMERGENCY CONTACT INFORMATION ANYWHERE on the machine, building or their website. How is a customer to relax through the night not knowing if the machine will back out my card and cash I inserted?? I had to report my card lost and deactivate it and also now i need to take time off work to get this resolved. Never have I ever dreamed that a bank has NO BACK UP SUPPORT!!! Long time customer of Glenview State Bank which is now Busey Bank. Do disheartening!!!

  

  Business response

  04/27/2023

  Upon report of the customer's issue, an ATM dispute was issued on their behalf. The customer was then issued a new debit card and a provisional credit for the missing deposit. 

  Customer response

  04/28/2023

   I am rejecting this response because:  the issue what is busey going to do about the situation when a customer's card gets locked in machine and there is no phone number to call for after hours support.  I panicked and put me under a lot of stress not knowing who to contact, will the machine eventually release my card and fall on ground and someone could find it and use it?  Busey needs a resolution and I need to follow this through so no other customer encounters same situation.
  
  
  

• Initial Complaint

  03/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Busey Bank never contacted me regarding a “collections bill.” They have me in Chex systems as if I owe them money but I do not have record. I contacted them Friday and the agent I spoke with explained to me the charged and I explained the account was closed. She confirmed it was not closed properly and it has accrued extra charges. I am asking for the NSFs and service fees to be waived due to the lack of communication from Busey bank.

  

  Business response

  03/23/2023

  Busey has addressed the customer's complaint internally. Thank you for reaching out and providing important feedback. 

  Customer response

  03/27/2023

   I am rejecting this response because I never received any response 
  
  
  

  

  Business response

  03/31/2023

  A Busey associate attempted to contact the complainant via phone call twice before making contact on March 7. This associate explained to *** ****** why the charges could not be refunded. Since then, however, the remaining balance on the charged off account has been cleared.

  Customer response

  04/03/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Can you please send me a letter or an email confirming the cleared charges?

• Initial Complaint

  11/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a notification from text and on the mobile app saying they posted a credit from Liberty mutual for $48.22 & they have my money they will not release my money here is all the proof they will not release It I will be taking this bank to court on November 21 2022 here is my proof

  

  Business response

  11/21/2022

  Customer's complaint was noted and passed along to the Relationship Manager. RM reached out today 11/21/22 to inform customer that a refund was issued on 11/18/22. 

  Customer response

  11/23/2022

   I am rejecting this response because:

    Since November 3rd I've never got my order for a cat litter. I called ******** and they never would deliver it to me. They said the delivered it but I never got to my house. I've got the the first delivery on November 17th, not the second order for the cat litter from November 3rd they said they're going to reorder it and have it here by November 21st 2022 I emailed and call them over and over and over. Then I went to my bank to get the refund and the bank will not give me the money back so the bank will not respond to get my money back. So I emailed busey bank on my mobile app over and over and over and over and over since November 7th and they will not respond to me to get asking me why why why this why that why this why that and I told them why over and over and over and over piece of **** and garbage bag they will not do a dispute on this and I asked them to do it and it will not do **** here is the picture of why I've asked for my money back

• Initial Complaint

  10/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My mother passed away on Sept 20, 2021 and had received her VA Pension check which I was Personal Rep for .In Oct/Nov 2021 I went into the location to close out the account with her death certificate and was told by the banker at the Del Prado Cape Coral Location that I would need to get papers from court saying that I was entitled to this. Would not let me close it out. Got papers from small claims which cost $231.00, the account had $1244.00 left in this. Went back to close this account Sept 9, 2022 with documents they were going to close out account and give me the check until I realized that I did not have my license, where I was told to email a copy of the license the same day and they would close out account and put check in the mail. I waited for the check in the mail this dumbbell behind my back sent it back to the Veterans without even notifying me. I waited 2 weeks and my wife emailed the girl and this when I was told they did this. I spoke to the VA about 2 months after she passed away and they had told me that they would have already pulled it out which they didn't. If I would have had my license I would have walked out of there with check in hand . In recent years they have closed many branches between Cape Coral & Port Charlotte because of declining deposits , the worst bank in Florida. I was contacted by the Branch Manager who was going to contact the Regional Manager about getting a refund on the fee for the court documents that they said I needed and was told that she would get back to me within a day. Over a month has passed and never got back to me about this. I would never have gotten the court documents if they were just going to send this back.

  

  Business response

  11/10/2022

  The customer's complaint has been acknowledged and passed along to the appropriate parties. This matter will be handled internally and the customer will be contacted to discuss this matter and find a solution. 

• Initial Complaint

  08/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My husband had a loan with Busey Bank for his car. He passed away and because the loan was in his name, I needed to send our will and his death certificate and then payout the loan in order to get the title sent to me. (They wouldn’t transfer the loan to me so this was my only course of action) I did all of these things immediately. They cashed my very large check paying out the total remaining balance on the loan on 7/25/22. (I sent it on 7/19/22) Today is 8/16/22 and I still have NOT received the car title from them. Due to the license plate expiration on 7/31/22 I have been unable to drive the car because I cannot get any renewals from the DMV until I have the title. Busey Bank seems fraudulent in their handling as they told me they would be sending the title in 8/4/22 and when it didn't arrive they told me it would be sent from a 3rd party and they didn't know when and it was out of their hands. Multiple phone calls later a supervisor at Busey told me they asked the 3rd party to send it. It still hasn't arrived.

  Customer response

  08/17/2022

  Okay — the car title actually has arrived now so no longer need any action on this from Busey Bank as I originally requested/submitted on the form. It was still super delayed but but now that I actually have it in hand I don’t need anything more. Thanks so much for your help in getting me the form so quickly 

• Initial Complaint

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, my debit and credit was hacked by someone on Walmart.com for 5 separate payments of 373.89 in the same day I called Busey to inform them. They concluded there investigation stating *********** says due to them having all my info which was on file that they can't give me my money back this was clearly fraudulent activities. Walmart also stated that they don't have the best security an they sorry that this happened to me. This is unacceptable they took almost 2000.00 dollars I don't have that kinda of money to give away. PLEASE HELP

  

  Business response

  08/15/2022

  Busey is aware of this issue and is working towards a solution that is acceptable for the complainant. The complainant has been visiting her branch and working with the Branch Manager frequently over the last week to come to a viable resolution. 

*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. ↩