Complaints

This profile includes complaints for Stock Yards Bank and Trust Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Stock Yards Bank and Trust Company has 55 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Stock Yards Bank and Trust Company

  1040 E Main St Louisville, KY 40206-1856

  
• 

  Stock Yards Bank and Trust Company

  9400 Brownsboro Rd Louisville, KY 40241-1118

  
• 

  Stock Yards Bank and Trust Company

  4016 Poplar Level Rd Louisville, KY 40213-1524

  
• 

  Stock Yards Bank and Trust Company

  214 S 5th St Louisville, KY 40202-3204

  
• 

  Stock Yards Bank and Trust Company

  1048 E Main St Louisville, KY 40206-1855

  

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:01/08/2025

  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.

  This bank is awful and the customer service workers are rude. Someone wrote me a check for $9 and it bounced. They took away my right to mobile deposit lol and no one will help.

  

  Business Response

  Date: 01/17/2025

  *** *******, thank you for bringing your concerns to our attention regarding mobile deposit.  The Office Manager from our Richmond - University branch has been attempting to reach you to discuss the situation.  We have updated your account, and the mobile deposit feature has now been restored. Please watch your mail for some important information regarding your account. We apologize for any inconvenience this may have caused.  If you have any additional questions or concerns, please do not hesitate to contact us.

• Initial Complaint

  Date:12/23/2024

  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 check my credit score and to my suprised it went down by 100 points . When I look at my credit report it showed negative reports . On further investigation it showed I did not pay my heloc at Stock yard in the months of October and November . I went to Stock yard bank branch in Prospect and discussed this matter to the bank manager and he told me he cannot do anything about it I had to contact experien and its not their fault , I told him Stock yard made a mistake . At least apologize . this has caused my credit score to plummet from 823 to 720 . I requested him to at least contact somebody in their department what lead to this error and he refused to do it . I was very disappointed.

  

  Business Response

  Date: 12/27/2024

  We have reviewed *** ******** concern and have found that he did make a payment, but the wrong transaction code was input by the bank. This has been corrected. We are working to correct the reporting to reverse the negative impact on *** ******** credit report. We apologize for the oversight.

• Initial Complaint

  Date:11/13/2024

  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.

  Hello, I would like to request the coin machine that I tried to use be audited. The amounts on my receipts show a different amount than what was paid. The amount is less than the amount that was on the check that I received as payment.Should it be intentionally malicious or not is very unprofessional. The fact that I closed the account on September 19 and deposits and withdraws were made by stockyards employees after it was closed is very unprofessional as well. I tried to contact someone for help but was unable to reach the person due to their vacation starting in 30 minutes was a message I received on my voicemail. I would request again that no more transactions be made to any account that I’ve had. I would also like to know who made transactions after the account was closed and why. These are a few areas of concern but not all of them such as wasting our community resources telling the police it was stolen. There is also an issue with the person who is supposed to be in charge avoiding my calls and not returning my calls for well over a month. It appeared as though there may be something to hide. And once again I can’t stress enough that any transactions after the September 19 date were not made by me or for me. I did not authorize these transactions. It is very concerning that could happen. I am hoping it isn’t identity theft related.

  

  Business Response

  Date: 11/18/2024

  *** *****,
  
  Thank you for bringing your concerns to our attention.  We have reviewed the transactions mentioned in your complaint, and we have not identified any system or employee errors.  I understand that you have had discussions with multiple ***** ***** **** employees before and after this complaint was filed, and they have relayed this same information.  I am sorry to hear that you had a negative experience.

• Initial Complaint

  Date:05/13/2024

  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 bought 3 ***** **** * **** ****** and ask my bank to stop payment since it was still pending. Now it is in dispute but I have my SSA checks direct deposit to this stock yards bank but now I am told no more deposits will be sent to my bank until the 28th of may. I opened another account with **** ********* ****** ***** but social security told me they will be sending my checks to Stock Yards Bank until May 28th. I also have some many checks with stock yards bank and now they aren’t letting me bank there anymore. Please help me to get my refund of 1200.00 dollars and my direct deposits. I’m a widow and on a fixed income and this is just beyond me.

  

  Business Response

  Date: 05/14/2024

  We began reviewing this concern on May 9. While the review is not complete, we have found the following: Since the customer stated that she authorized the transactions with ******, and that she received the gift cards that she purchased from ******* there is nothing to dispute here with the bank.  What she decided to do with the gift cards after the purchase is the customer’s responsibility.  It is a very common scam, and it is unfortunate that she fell victim to it, but the Bank is not liable in this situation. Stock Yards Bank takes fraud very seriously and consistently warns customers of fraudulent scams throughout the year. The customer will be notified by mail when the investigation is complete.  

• Initial Complaint

  Date:04/29/2024

  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.

  I deposited $580 cash at the ATM in Shepherdsville on Saturday evening, April 20, 2024. There was a problem with the ATM, my money was taken but not deposited into my account, and I received a message to contact my financial institution. On Monday, April 22nd, I visited the Shepherdsville branch and explained. They said they would find it later in the week when they counted everything, & that it would take a couple of days after that for it to work through the fraud department. I was told my money should show up in my account by Friday, April 26. On Friday, April 26 at around 3:30 pm I contacted the Shepherdsville branch, be ause my money had bot shown up yet, & spoke with the same person who helped me when I visited the Shepherdsville branch on Monday. She said they found the $580 and that they were working on it. She said (again) that I should see my money by the end of the day. She also said she would call me back before the end of the day & let me know what was happening one way or the other. She did NOT call me back, and as of now, Saturday, April 27, 2024 ( a week after the ATM stole my money), I have still not received my money back. I have been very patient, but the bills are stacking up, and I am very disappointed. I need my money.

  

  Business Response

  Date: 05/01/2024

  We apologize for this issue. We have credited the account for the missing deposit and interest on 4/29. We know this could be a stressful time and apologize for the inconvenience. Thank you for your patience.

• Initial Complaint

  Date:04/01/2024

  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.

  I made a deposit at Stockyards Bank & Trust (SYBT) for more than $6,900, and received a receipt for the deposit. The deposit never showed up in my bank account. SYBT claims that one of their machines malfunctioned, and refuses to take responsibiity for the lost money. In other words, they have refused to reimburse me. I have a copy of the receipt which I can provide.

  

  Business Response

  Date: 04/11/2024

  We apologize for this situation.  Stock Yards Bank received and researched the customer complaint. Due to the amount of time since the original deposit we are unable to reprocess those check items and have notified the customer of the need to obtain reissued checks.  

  Customer Answer

  Date: 04/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: As I indicated, these are not upstanding folks. They do not deny that I made the deposit (indeed, I have a receipt). They also do not deny that the mistake was made by them (they CLAIM that a machine malfunctioned). Although they normally maintain a digital copy of all transactions, they admit that they failed to do so in this case. As I indicated, and as their response confirms, they consider this to be my problem. I am in the process of moving funds elsewhere.

  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/12/2024

  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.

  Background- There was an issue adding a payment source for ****** best offer program. I talked to customer service, and they had to create a support ticket to add my PayPal account using the default payment method. Instead without my authorization they opted to use the only bank account in my PayPal which was with Stock Yards Bank, and Trust. I never use this account, and it stays empty. After numerous overdrafts because of this, I talked to 2 different agents that supposedly made a support ticket, and "would make sure it was fixed". However it was still pulling out of the account I never authorized racking up fees. Calling **** was not any help so I removed the payment source entirely from my ******* and contacted the bank. Stock Yards should not have allowed any of the the transactions. My account has been opted out of overdraft protection per the overdraft protection act from the initial account opening. They are also denying me the agreed fraud/unauthorized charge protection agreed upon.

  

  Business Response

  Date: 01/22/2024

  Please see the attached document for our response.
  

  Customer Answer

  Date: 01/24/2024

  
  Complaint: ********  
  I am rejecting this response because:

  That is 100% incorrect. I told your representative that these transactions were known. I DID NOT tell them that I authorized the payments on this account, and I didn't. AKA THES ARE UNAUTHORIZED CHARGES, as in this falls under the agreed protection from unauthorized charges. You can beat around the bush, and try your best to play semantic games. But bottom line you have not fulfilled your contractual obligation, and want to leave me on the hook for your failure to do so. Regardless, I have I fulfilled my due diligence repeatedly trying to resolve this issue with your bank, and am continuing to do so. The last time, before the amount was written off, I was talking to a worker that was trying to figure out a resolution with their supervisor. I never heard back from them, even after I called them back, and left a message. 
  Bottom line I would like to fairly resolve the issue. But you will not be running over me just because you think you can. Any reasonable attempt directly from your bank(not a third party) to discuss a resolution is welcome, and will be met in good faith. But I will not deal with the back, and forth of a collection agency. The one you assigned, Cash-Pro LLC has already been sent a cease, and desist notice. Any derogatory action by you that affects me negatively, will be met with the appropriate legal action. Including but not limited to compensation for legal fees, my time dealing with this issue, which is adding up quickly, and negligent infliction of emotional distress due to the stress endured dealing what should have been a cut, and dry issue.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/13/2023

  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.

  This bank is one of this worst I have experienced. I had opened 2 savings accounts with another bank and was happy with their service. As soon as this bank merged with the original bank they began charging fees to my children's accounts. Without notice I might add. It was by chance that I discovered the accounts were showing a reduced amount when I viewed my online banking. They had taken $126 from each of my children's accounts. I immediately contacted the closest branch to inquire about the fees. They said another branch owned my account and I would have to get any credit from them. Today the Branch Manager, Daniel, called acting like he had no idea what I wanted. I re-explained the situation to him and said all he could do was credit one account 2 months. I am a small customer to them, but after today I will be no customer of theirs again. I plan to share this with everyone I know. WORST CUSTOMER SERVICE EVER!!

  

  Business Response

  Date: 12/06/2023

  *** ****** is a customer Stock Yards Bank inherited during a merger with Commonwealth Bank (CBT). *** ****** said he opened two savings accounts at CBT 3 or 4 years ago.  He said he never uses the accounts or pays attention to them.   He also never looks at his statements.  He does not remember if Commonwealth Bank was charging a dormant account fee as he never looked.  About a month ago he did open a statement and saw the dormant fee.  He called a branch and was told they could not help him and that he needed to speak with the Highlands branch.  The person he spoke to said they would have the branch manager, ****** call him.  He never received a call so he reached back out to the Highlands branch.  He wanted all fees reversed and ****** told him he would waive 2 fees.  That did not make the client happy as he felt ****** was not caring to the issue by not refunding all of the fees and he did not remember getting a letter stating the accounts were dormant. 
  
  **** ******** an Area Manager for Stock Yards Bank, called and explained the letter would have come in an envelope from CBT and if he was not opening mail from the bank then he would not have seen it as it would have looked like one of the statements.  He understood that.  **** told him that she would waive 50 on each account.  *** ****** seemed appreciative.   

• Initial Complaint

  Date:03/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  My car loan was transferred to this bank so I unwillingly had to use them. My payments were automatically deducted monthly until the last month when they decided to stop automatically deducting without warning. I was not sent a bill or contacted in anyway. Today, I was contacted to collect the last months payment (which I gladly paid as owed) plus a late fee that the associate stated accrued after 15 days. Today is day 16. This clearly appears to be a scheme to collect late payments on loans. Had I been contacted or noticed in any way that my automatic payment would not be processed for the last payment this would have been avoided. However, this seems like a purposeful strategy. I asked the associate to have management contact me and have not been contacted further. I would avoid using this lender if at all possible and if you do not have a choice be wary of their deceptive practices at the end of the loan.

  

  Business Response

  Date: 03/09/2023

  We apologize for this situation. This morning at 9:02 we emailed Mr. ******* to let him know we received his submission on our website. At 1:10 ******* ****** contacted him by phone.  Mr. ******* was very understanding of the situation. He was under the impression of having set his loan up for auto payment by ACH that it would continue to pull his payments until the loan was paid off. ******* apologized for the miscommunication in that matter but assured him that we will reverse that late charge today and get in touch with the ACH department to pull the remaining principal balance of $2.93 to get his loan paid off completely, which he agreed to.

  Once again, we apologize for the confusion. Please let us know if there is more we can do.

   

  Customer Answer

  Date: 03/12/2023

  
  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. 
  
  Sincerely,
  
  ******* *******