Complaints

This profile includes complaints for Central Bank of Kansas City's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Central Bank of Kansas City

  2301 Independence Ave Kansas City, MO 64124-2314

• 

  Central Bank of Kansas City

  3740 E Truman Rd Kansas City, MO 64127-2250

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:04/30/2025

  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.

  ***** ****** *** ********** **
  Edmond, OK 73034 ******************* ************ April 30, 2025
  
  To:
  Dispute Resolution Department
  Central Bank of Kansas City
  **** ************ **** Kansas City, MO 64124
  Phone: ***** ******** **** ***** ******** 
  Subject: Dispute of Unauthorized Debit Card Transactions
  
  Dear Sir/Madam,
  
  I am writing to formally dispute a series of unauthorized transactions that have been made on my ******* *** debit card, issued in partnership with Central Bank of Kansas City. These charges were made to my account number ************, and I noticed them on my recent account statement dated April 29, 2025. I did not authorize or initiate these transactions.
  
  The details of the unauthorized transactions are as follows:
  1. April 2nd – 307 Remington Park – $304.95
  2. April 2nd – 307 Remington Park – $84.95
  3. April 15th – 310 Remington Park – $248.20
  4. April 15th – 310 Remington Park – $104.95
  5. April 15th – 310 Remington Park – $364.95
  6. April 29th – EVI Newca – $233.39
  7. April 29th – EVI Newca – $244.75
  8. April 29th – EVI Newca – $244.75
  9. April 29th – Cash App – $20.00
  
  In accordance with the Electronic Fund Transfer Act, I request that you issue provisional credit for the full amount of the disputed transactions while the investigation is ongoing. This will ensure I am not financially burdened during the investigation process and can access my funds while this matter is being resolved.
  
  I have taken steps to secure my account, including contacting your customer service department on April 30, 2025 and blocking the debit card in question.
  
  Please confirm receipt of this letter and keep me informed of any updates regarding the status of my dispute. Should you require any further information or documentation, I am happy to provide it.
  
  Thank you for your prompt attention to this matter.
  
  Sincerely,
  ***** ******

  Business Response

  Date: 05/09/2025

  Hello, Please see the attached response.  

   

  Thank you, ****** with CBKC

• Initial Complaint

  Date:04/08/2025

  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.

  Took advance From ******** they issued card from this bank , they will not validate the transaction for me to get my money at ******* ***********, and taking it out my check.

  Business Response

  Date: 04/10/2025

  Hello,

  Please see the attached response.

  Thank you,

  ******* with CBKC

  On April 9, 2025, Central Bank of Kansas City (CBKC) received notice regarding the above-referenced
  complaint filed by **** ******** with the Better Business Bureau (BBB).
  
  The ******** ***** ******* **** referenced in the complaint is issued by CBKC; however, based on the
  information provided, the concern references ****** **** ****** *************** **** ***
  ****** *** is not administered by CBKC.
  
  CBKC forwarded the information to ******** on April 9, 2025, to help facilitate a resolution and prevent
  further inconvenience. ******** contacted *** ******** directly to resolve his concerns.
  
  Should *** ******** have any further questions concerning On-Demand Pay, he can contact ********’s
  24-hour support by phone at ************** or by email at ********************* 
  
  We trust the information provided satisfies the inquiry and demonstrates that CBKC thoroughly
  investigated the concern.
  
  Sincerely,
  
  Central Bank of Kansas City

• Initial Complaint

  Date:12/09/2024

  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.

  On 06/20/2020 I transferred 9281.00 to universe sliver pre paid card powered by central bank of Kansas. Universe silver rejected due to it being go over daily deposit limit. They claimed to sent the funds back to cash app I never received my funds. Cash app is stating the funds successfully deposited. Before the closing of the universe silver account id been going through the dispute process. Customer service continued to tell me they rejected the deposit. The bank closed with out response or resolution on my refund. Please help

  Business Response

  Date: 12/20/2024

  Please see the attached response letter.On December 10, 2024, Central Bank of Kansas City (CBKC) received notice regarding the abovereferenced complaint filed by ***** ****** with the Better Business Bureau (BBB).
  *** ****** had a TitleMax Universe SilverTM Deposit Account (the “Account”) issued by CBKC. Based
  on the complaint documentation, *** ****** stated the following:
  1. On June 20, 2020, *** ****** attempted to transfer $9,281.00 from Cash App to her account;
  however, the deposit was rejected due to the amount being over the deposit limit. *** ******
  stated, despite going through the dispute process prior to Universe Silver closing, she never
  received the refund.
  We have reviewed the account history during the time in question. Key findings are summarized below.
  1. On May 31, 2023, the TitleMax Universe Silver Deposit Account card program issued by CBKC
  was ended, and all open cards were closed. We were able to locate an account in *** ********
  name, but in order to release the funds relating to the account in question, *** ****** would
  need to provide the below information via email to **************************.
  ? Proof of Identity (i.e. unexpired Government-issued ID card or unexpired State-issued
  driver’s license)
  ? A selfie holding the unexpired ID.
  ? Proof of address (i.e. pay stub, medical bill, utility bill, bank statement, etc.) in their
  name, dated within the last 60 days, and received to the address identified in the
  complaint.
  We trust the information provided satisfies the inquiry and demonstrates that CBKC thoroughly
  investigated this complaint. Should *** ****** have any additional questions or require any further
  assistance, please have her reach out to Central Bank of Kansas City at ************, option 0, and ask
  for the Compliance Officer.  

  Thank you!

  ******* with CBKC

  Customer Answer

  Date: 12/20/2024

  They’ve requested for me to verify myself I’ll close the case out when this is fully resolved. 

  Business Response

  Date: 12/23/2024

  Hello,

  We are in touch with the consumer and actively working to verify her information to fully resolve her complaint.

  Thank you,

  ******* with CBKC

• Initial Complaint

  Date:07/01/2023

  Type:Product 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.

  I am requesting a complete refund to my husband ****** ******s card.com credit card. in the total amount of $14573. On 5-15-23 for $7.95, on 5-19-23 for $68.89 and on 6-23-23 for $68.89 my husbands card was deducted for these amounts from ********* ********* ****. This was without either my husband’s nor my consent. We never received a product for these monies. We still to this day have no idea who ********* ********* ****. is. According to Card.Com the reason for our denial is “Based on our investigation, we have concluded no error occurred; therefore, no funds were be credited to your account and this matter is considered closed.” Sounds to me like they just are tired of paying out to customers who’s cards are being “hacked”. Might be time to boost up their online security systems. Card.Com furthermore closed my husband card and refuses to open another card. Seems like another example of poor customer service as well. I just want the refund we are owed of $145.73. My husband and I did not order a product, purchase a product, telephone or order online, so therefore a refund is in order. Thank you!

  Business Response

  Date: 07/11/2023

  Hello,

  Please see CBKC's attached response in relation to this complaint.  

  ***** ****
  
  ******* 

  Business Response

  Date: 07/11/2023

  *** ********* ******** ***** * *** *** ********   **** ****** ***************  On July 1, 2023* ******* **** ** ****** **** (CBKC) received notice regarding the above-referenced complaint filed by C******** ******** ***** with the Better Business Bureau (BBB).    Based on the complaint documentation, Mrs. ***** stated the following:  1. That her husband's card was used to make unauthorized transactions, and CARD.com did not complete a thorough investigation.  2. That her husband’s card was closed, and CARD.com refused to open a new card.  We have reviewed the complaint, and key findings are summarized below.  1. Mrs. ***** does not have a CARD.com Prepaid Mastercard® account issued by CBKC.   2. Mr. ***** has, on occasion, permitted Mrs. ***** to speak on his behalf regarding his account.  However, he has not provided CARD.com this permission as it relates to this complaint.   3. Since Mrs. ***** is not a cardholder on the account in question, we are unable to provide information to her without express authorization from the cardholder.   4. If Mrs. ***** has a notarized Power of Attorney, she can submit it via fax to ************ ** *** ***** ** ***************.  Should Mrs. ***** require any additional information, she may contact CARD.com directly at *************  CBKC sincerely apologizes for the frustration and inconvenience this matter may have caused.  We trust the information provided satisfies the inquiry and demonstrates that CBKC and CARD.com thoroughly investigated Mrs. ******* complaint.   Sincerely,   Central Bank of Kansas City  

  Customer Answer

  Date: 07/11/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: It has nothing to do with wether I or my husband bring this to your attention. Card. Com allowed an unknown entity to access my husband’s card 3 times and when brought to their attention, they refused to return our funds. This is NOT customer service! My husband doesn’t work hard for his money to have it stolen by his own bank. Plus we never even received any products for this “alleged” purchase that we could try to return for a refund. So this all seems a bit suspicious to me. All we are asking is for is the rightful return of our monies please.
  
  
  
  ********
  
  ********* ******** *****

  Business Response

  Date: 07/13/2023

  Hello,

  Please see the attached response to the complainant's previous rejection.

  ***** ****
  
  ******* 

  Customer Answer

  Date: 07/13/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** ******* * ***** *** ******** ********** ** **** ******* ** ** * ********** ***** *** *** **** ***********
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  
  
  
  ********
  
  ********* ******** *****

• Initial Complaint

  Date:06/02/2023

  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.

  On April 27, 2023, I contacted ******** ****** by phone to request a new U******** *****r card be sent to me at my mailing address on file. I was told the card would arrive in 7-10 business days. I never received this card. On May 15, 2023 I called ******** ****** again to report the card lost or never received, and I requested a new card be sent to the same address on file. I was told the card would arrive in 7-10 business days. On May 30, 2023, information on the ******** ****** mobile app stated the card would arrive by June 1, 3023. On June 2, 2023, I called ******** ****** card services to inquire about my new card and was told that ******** ****** accounts were closed as of May 31, 2023 and I would receive a check for the remaining balance via mail. I did not receive any communication that my account would be closed and I was charged on May 17, 2023, a card replacement fee of $5.00 for a card that I am convinced was never sent from the first time I requested a new card or the 2nd time I requested a new card. Although this is a small amount of money ($5.00), I do not believe I should have been charged for something I never received because I am sure it was never sent to begin with. I have no way to prove it was never sent, but I would like ******** ****** to prove it was sent or refund me the $5.00.

  Business Response

  Date: 06/06/2023

  Hello,

  Please see the attached documents in response to this complaint.  The attached items include the Bank's response letter and a notice that was mailed to all ******** ****** cardholders. 

  Thank you,

  ******* 

• Initial Complaint

  Date:05/05/2023

  Type:Customer Service 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.

  4/20/23 I was in a concert notice that my card was getting charged called the bank to advise not to allow the transactions, I did not do any of the transactions bank would not help me, I advise them I thought my card was duplicated no way I could have been at that location when I was in a concert.
  
  They will not allow me to dispute will not look more to the case now I am out my money for rent and car payment. This by far the worst financial institution I have ever dealt with.

  Business Response

  Date: 05/16/2023

  On May 5, 2023, Central Bank of Kansas City (CBKC) received notice regarding the above-referenced
  complaint filed by ****** ****** with the Better Business Bureau (BBB).
  **. ****** has a ******** ******** ******* **********® issued by CBKC. Based on the complaint
  documentation, **. ****** stated the following:
  1. Her card was fraudulently used while she was at a concert and reiterated that she did not make
  those charges. In addition, **. ****** stated that she called the bank and was told that the
  bank would not look at the transactions. Due to the unauthorized charges, she was unable to
  pay her bills and would like the money returned back to the account.
  We have reviewed **. ******’s account history during the time in question. Key findings are
  summarized below.
  1. **. ****** contacted customer service on April 20, 2023, to report unauthorized
  transactions on her card. The customer service representative correctly informed **.
  ****** that the transactions were unable to be disputed at that time, as the transactions
  were still pending, and that the charges needed to settle prior to filing a dispute. **.
  *****’s card was blocked from further unauthorized transactions, and a new card was
  reissued.
  2. **. ****** contacted customer service on April 21, 2023, to dispute the unauthorized
  transactions, and **. ****** was advised that the transactions were still pending and to
  call back when the transactions had settled. The customer service representative also
  informed **. ****** that her card was blocked, a new card was issued, and to please wait
  7 to 10 business days for the arrival of the new card.
  3. On April 23, 2023, she called back in, and the transactions had settled. A claim was opened
  for 2 unauthorized transactions totaling $406.00.
  4. The claim was finalized within 10 business days on May 4, 2023. The results of the
  investigation were not found in **. ******** favor, and credit was not applied. A final letter
  was sent to **. ****** on May 4, 2023, communicating the results of the investigation.
  5. If **. ****** would like to request a copy of the documents that were used to determine
  the outcome of the investigation, she may call the customer service number listed on the
  back of her card and request a copy of the documentation.
  6. **. ****** can appeal the result of this investigation if she can provide new, additional
  information not relied upon during the initial investigation. She may contact the customer
  service number listed on the back of her card to provide this information.
  CBKC sincerely apologizes for the frustration and inconvenience this matter has caused *** ******. We
  trust the information provided satisfies the inquiry and demonstrates that CBKC and ********
  thoroughly investigated this complaint.
  Sincerely,
  Central Bank of Kansas City

  Customer Answer

  Date: 05/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:05/01/2023

  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.

  When I check my account Friday April 28th at almost 10:00 PM I seen all that I was being charged an insufficient funds fee and there's no way I should be charged an insufficient funds fee as bc I had money to cover my transactions. I also have attached a picture of the deposits and it stated that I got a deposit of $1347.70 on April 28th and then on the same day April 28th it shows I have an insufficient funds charge of $32. But it states my balance was $1458.77 that leaves $111.07 in the positive after the insufficient funds fee. Also, I had been checking my account a couple of times that day and I was not over-drafted at all until that evening and I feel like the system manipulates the transactions to make it seem like you're over-drafting and in order for the bank to receive money and I want my $32 back. The screenshot I attached was taken on 4/28/23 at 9:52pm. Thank you!

  Business Response

  Date: 05/05/2023

  On May 1, 2023, Central Bank of Kansas City (CBKC) received notice regarding the above-referenced
  complaint filed by Antonia ******* with the Better Business Bureau (BBB).
  Ms. ******* has a *** ******* (the “Account”) with CBKC. Based on the complaint documentation,
  Ms. ******* stated the following:
  1. She received an insufficient funds fee on April 28, 2023, even though she received a direct
  deposit on the same day and had funds to cover the charge. She provided a screenshot of her
  account showing the deposit and the NSF fee.
  We have reviewed Ms. *******’s account history during the time in question. Key findings are
  summarized below.
  1. On Saturday, April 29, 2023, Ms. ******* sent a message through the online banking chat
  portal to inquire about an insufficient funds fee that had been assessed on her account. On
  Monday, May 1, 2023, a CBKC representative responded to Ms. *******’s question to explain
  why the insufficient funds fee had been charged. After reviewing the information in full and
  identifying where the confusion came from, the CBKC representative refunded the insufficient
  funds fee for Ms. *******.
  CBKC sincerely apologizes for the frustration and inconvenience this matter has caused Ms. *******.
  We trust the information provided satisfies the inquiry and demonstrates that CBKC thoroughly
  investigated this complaint.
  

• Initial Complaint

  Date:04/21/2023

  Type:Customer Service 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.

  Get an email saying suspected fraudulent charges on account and to call them. Knew it wasn't fraud, tell them to close case. They say they will call back 15 minutes. They never call back. They didn't close case and locked my card. Caused multiple bills to be late. Still won't complete transfer to ****** even though they would quite gladly receive money from ******. Still can't pay bills because no bills will accept their card/bank. (Now I can see why.) Still can't move money. Money is stuck with them, of course. Considering making the drive to get money out of there but it is stuck in transition as of yet.

  Business Response

  Date: 05/04/2023

  On April 21, 2023, Central Bank of Kansas City (CBKC) received notice regarding the above-referenced complaint
  filed by ***** ***** with the Better Business Bureau (BBB).
  Ms. ***** has a ******** ***** ******* **** Account (the “Account”) issued by CBKC. Based on the complaint
  documentation, Ms. ***** stated the following:
  1. She was unable to access the funds in her account due to a block on the account, which caused her bills
  to be late. In addition, she also stated that ******** was to call her back with an update and never called
  her back.
  We have reviewed Ms. *****’s account history during the time in question. Key findings are summarized below.
  1. On April 20, 2023, ******** temporarily blocked Ms. *****’s account. An outbound call was attempted
  by ******** to Ms. *****; however, they were not successful in reaching her as the phone number on
  record is not in service. The ******** team sent Ms. ***** a follow up email on April 21, 2023, requesting
  verification documents, such as a Driver’s License, and a copy of her ****** statement.
  2. On the same day, Ms. ***** responded to the email with a copy of her Oklahoma driver's license and a
  ****** statement. The ******** team reviewed the provided documentation and removed the block on
  her account. A confirmation email of this action was sent to Ms. *****.
  3. After review of Ms. *****’s account history, she has been successful in transferring her funds without
  any further concerns.
  CBKC sincerely apologizes for the frustration and inconvenience this matter has caused Ms. *****. We trust the
  information provided satisfies the inquiry and demonstrates that CBKC and ******** thoroughly investigated this
  complaint.
  Sincerely,
  Central Bank of Kansas City

  Customer Answer

  Date: 05/04/2023

  [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 is satisfactory to me.
  
  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:04/08/2023

  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 opened a deposit account; ******** ******, Central BANK OF Kansas City, when I applied for a tile loan through Title max.
  On March 3rd, 2023 nine fraudulent electronic withdrawals posted to my ******** ****** account for the amount of $135.00 to a proxy in Hong Kong a total of $945.95. I called ******** ****** and was transferred to the dispute department. After explaining that the charges were not authorized by me, they stated I could not dispute them until the charges went from pending to processed. In the meantime they would send me a new debit card.
  I called ******** ****** back on March 7th, 2023 when all the fraudulent withdrawals were posted and final in my account. After being transferred to the dispute dept, I was told they would email me a form in the next 48hrs to fill out for each dispute and fax back to them. March 9th, 2023 I received the form via email along with a email stating my account was to close on a May 31, 2023.
  March 10th, 2023 I faxed each dispute form back to ******** ****** and called to confirm they were received. Upon confirmation I was told they would have a decision by March 17, 2023.
  March 20th, 2023 I called ******** ****** about the dispute since I had not heard from them and was told the disputes were denied and no error was found and all decisions were final. No other information would be given and to wait for a letter explaining in the mail. I asked to appeal the decision and was told no appeals are offered the decision is final. I requested the documents used to make the decision and still have not received them nor the new debit card. I asked to close my account and was told I needed to pay the negative $316 balance before they could close the account.
  March 30th, 2023 I received a letter stating ******** had a breach of data and my information was part of the breach.
  The very company my debit card was through, had denied my dispute, and were responsible for the data breach!
  I’m absolutely appalled by the negligence to my situation.

  Business Response

  Date: 04/19/2023

  On April 9, 2023, Central Bank of Kansas City (CBKC) received notice regarding the above referenced
  complaint filed by ****** ****** with the Better Business Bureau (BBB).
  Ms. ****** has a ******** ******** ****** Deposit Account (the “Account”) issued by CBKC. Based
  on the complaint documentation, Ms. ****** stated the following:
  1. That she had unauthorized transactions occur on her account from a merchant in Hong Kong.
  She disputed the transactions and was told that she would have a decision by March 17, 2023.
  On March 16, 2023, a final letter was sent to her stating the investigation found no error
  occurred, but no additional information was provided to her. Ms. ****** states she requested
  the documents used in the investigation and asked to appeal the decision. She claims she was
  informed that no appeals are allowed and would need to pay the negative balance on her
  account and requested to close her account. On March 30, 2023, she received a letter from
  ******** stating there was a data breach, and her information was part of the breach. She is
  requesting a refund of the disputed transactions.
  We have reviewed Ms. ******’s account history during the time in question. Key findings are
  summarized below.
  1. A claim was opened during the first contact by Ms. ****** on March 3, 2023, after the
  transactions had settled, for several unauthorized transactions totaling $945.95. The claim was
  finalized within timeframes on March 16, 2023, and the result of the investigation was not
  found in Ms. ******’s favor and final credit was not applied.
  2. A final letter was sent to Ms. ****** on March 16, 2023, communicating the results of the
  investigation. If Ms. ****** is able to provide additional information that was not previously
  relied upon during the investigation, she is able to appeal the result of the investigation. Please
  contact the ******** ******** ****** Customer Service toll-free at ***************
  3. The investigation team has not received an inquiry either verbally or written from Ms. ******
  to provide a copy of the documents that were used to determine the outcome of the
  investigation. As a result of Ms. ******’s BBB inquiry, we have made a request on her behalf
  to provide the documentation. Please allow 7-10 business days for receipt of the documents,
  if documents are not received within that timeframe, please contact ******** ******** ******
  Customer Service toll-free at ***************
  4. On February 13, 2023, ******** detected suspicious activity on its systems and promptly took
  action to remedy the exposure and investigate the incident. ******** immediately began
  working with global forensic cybersecurity experts and the FBI, which determined there was
  unauthorized access by an outside individual who may have obtained certain types of
  information potentially relating to ******** customers.
  5. ******** is working diligently to communicate with all potentially impacted individuals and will
  be providing free credit monitoring and identity protection services through ******** to those
  who wish to enroll. Affected individuals will receive a notification letter and a Reference Guide
  with instructions on enrolling in the complimentary services. The privacy and security of your
  personal information is important, and ******** continues to assess the impact of this
  unlawful entry. ******** is committed to supporting all individuals affected by this incident
  and is taking steps to prevent any similar incident in the future.
  6. Specifically, about Ms. ******'s account, ******** did not find any evidence to support that
  those charges made in Hong Kong on March 3, 2023, are affiliated with the Data Breach event
  detected on February 13, 2023. However, as previously stated, we encourage Ms. ****** to
  call to provide additional information regarding the charges totaling $945.95.
  7. On March 22, 2023, per Ms. ******’s request, her ******** ******** ****** account was closed.
  CBKC sincerely apologizes for the frustration and inconvenience this matter has caused Ms. ******.
  We trust the information provided satisfies the inquiry and demonstrates that CBKC and ********
  thoroughly investigated this complaint

• Initial Complaint

  Date:03/25/2023

  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 get a letter of account closure for my ************** deposit account on March 25, 2023. I have been using this card for a good while and i have direct deposit with my employer.I called customer service and they cannot give me an answer as to why my account has been closed.I really liked the features of this account so i am amazed that they just close it for no reason. I will have to change my direct deposit with my employer due to this....my paycheck will probably be in a mess due to this being the end of the pay period.This is incredible and i deserve an answer as to why.

  Business Response

  Date: 03/29/2023

  On March 25, 2023, Central Bank of Kansas City (CBKC) received notice regarding the above
  referenced complaint filed by **** ********* with the Better Business Bureau (BBB).
  
  Mr. ********* has a ******** ******** ****** ******* Account (the “Account”) issued by CBKC.
  Based on the complaint documentation, Mr. ********* stated the following:
  
  1. That he is a current customer and received a letter that his account will be closed. Mr.
  ********* expressed concerns that he will need to change his direct deposit information and
  would like a reason why his account is being closed.
  
  We have reviewed Mr. *********’s account history during the time in question. Key findings are
  summarized below.
  1. CBKC and ******** Universe Silver will be discontinuing their relationship as of May 31, 2023.
  We have provided a copy of the notice of Deposit Account and Card Closure for his reference.
  CBKC sincerely apologizes for the frustration and inconvenience this matter has caused Mr.
  *********. We trust the information provided satisfies the inquiry and demonstrates that CBKC and
  ******** thoroughly investigated this complaint.
  Sincerely,
  Central Bank of Kansas City