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Complaints

This profile includes complaints for NBKC Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

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NBKC Bank has 4 locations, listed below.

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    • NBKC Bank

      8320 Ward Pkwy Kansas City, MO 64114-2027

      BBB accredited business seal
    • NBKC Bank

      9750 N Ash Ave Kansas City, MO 64157-9742

      BBB accredited business seal
    • NBKC Bank

      10700 Nall Ave Overland Park, KS 66211-1206

      BBB accredited business seal
    • NBKC Bank

      3510 W 95th St Leawood, KS 66206-2033

      BBB accredited business seal

    Customer Complaints Summary

    • 43 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/23/2025

      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.
      I waited days for a response about my accounts, only to be told they were closed with no warning. After verification, I received 2 or 3 emails saying they will not reopen the account and they cannot give me a reason why they will not reopen them. This effects my social security and Medicare because my social security is posted in that account. My social security and Medicare have been suspended because of this until I can get to my local social security office sixty miles away, which I have no way to get to. I am a current cancer patient with three to six months to live and because of this issue, I have no Medicare or disability and cannot pay for my care or medications because of this issue. I have also made them aware of this numerous times and they still will not reopen my account. As of now, I cannot afford medications and cannot afford appointments because I cannot pay out of pocket. I was told to file a complaint with the South dakota consumer protection and with the better business bureau.

      Business Response

      Date: 06/04/2025

      June 4th, 2025



       



      ***** ******



      *** ****** ****** *****

      *** **



      Brookings, SD 57006



       



      RE: BBB Complaint - *********



       



      Dear Customer



       



      nbkc bank received the complaint submitted to
      the BBB on May 27th, 2025.  We
      appreciate the opportunity to respond to your concerns.  Your account was closed on 05/09/2025 due to
      excessive returns associated with your Acorns Checking account.



       



      We regret that we are unable to fulfill your
      request in allowing you to maintain the account with our bank due to the
      activity that took place on the account.



       



      Sincerely,



       



       



      nbkc bank

      Customer Answer

      Date: 06/04/2025



      Complaint: ********



      I am rejecting this response because: that is no reason to close my account overnight with no warning. And most of the returns were due to the new changes and laws witch affected my SSDI. This account closure with no reason over night like you did with no warning caused me to have my SSDI suspended along with my Medicare. It took a little over 2 weeks to verify everything from being a usa citizen, my marriage, my wife is a usa citizen, the to verify my social security account to unlock the suspension. This effected my bills, medication, and my cancer care as i am dying and barley have 3 months left to live if i am lucky. And as far as the frequent returns thats kinda hard to return when my money is transferred to my Cashapp card to pay my bills and other things. So sadly your lame excuse is a joke. I filed a fraud/scam complaint with social security and the attorney general office along with customer protection. It is highly illegal to shut down a account with no warning over night especially a Social Security recipient with lock my account and cut me off from all treatments, medications, tests, ect. I will be also talking to an attorney in regards to this highly illegal matter you pulled. And as far as frequent returns its kinda hard to do when my money is transferred to my CashApp. So fully reinstate my account or i will continue with legal actions and yes my medical team also has the legal team involved as well. Reinstate my account  in full i will drop any further actions, if you refuse i will continue. And the attorney general, my medical team, my attorney, and social security are investigating the highly illegal fraud/scam you pulled matter. 



      Sincerely,



      ***** ******
    • Initial Complaint

      Date:05/08/2025

      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 let them know that my card has been compromised yet again I don't understand why this company does never issue a new card. But yet again my card was compromised and I was using it when another person was using it at the same time so I would like my refund please I don't understand why they're saying that they're not going to give it to me they just tried to decide to close my account to shut me up yeah

      Business Response

      Date: 05/15/2025

      Please see attached.We, nbkc bank (“nbkc”), are in receipt of the above-referenced complaint submitted on May 7, 2025, to the Better Business Bureau (BBB). We write to provide further information in response to your complaint concerning the disputed transactions and the closure of your Empower Card account, which is a demand deposit account issued by nbkc bank, Member FDIC and administered by Empower.

      We have researched the complaint and found that on May 1, 2025, after a transaction on your account was flagged by fraud prevention logic, Empower’s internal team requested that you complete an identity verification form and an explanation of the recent deposits and withdrawals between your Empower Card account and a CashApp account.

      May 2, 2025, you contacted Support via phone to file a dispute for unauthorized transactions on your Empower Card account. During the call, you advised Support that you did have possession of your Empower debit card. The dispute for transactions totaling $1,210.97 was filed that same day.

      May 7, 2025, following the dispute investigation, it was determined no unauthorized transactions had occurred on your account, and a letter was sent to you via email informing you of the decision. Additionally, since Empower did not receive the requested information from May 1 regarding your CashApp activity, your account was closed, and you were sent an email notifying you of such. 

    • Initial Complaint

      Date:04/15/2025

      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.
      It took me about a week to set up a bank account with NBKC. In this first month the gentleman I always got was very helpful and assisted me greatly. I was finally about to deposit a check for one of our first orders from one of our vendors. It was a check for 300 dollars. I called them up and also looked on their website. When I spoke to this new guy he told me , "all you have to do is make sure you have a picture of the front and back" also on their website it says the same exact thing. I had a picture of the check and went ahead and took a picture of that picture. The check was rejected. At first not a big issue I will just have my vendor send it via mail. I get a call from NBKC. The man I spoke with was very hostile and rude. I wasted a whole days worth of work talking to them about my account. At first they said they're closing my account because I work in the hemp industry. I explained under the farm bill act of 2018 that I can work In this industry as there is no association to cannabis. I finally got a call and they said " yes you can work in thus industry, but we are closing your account because you took a picture of a picture of a check. No warning, no "hey dint do that next time" just closed my account. No where on their website does it say you can't do that. Legally this is false advertising, fraudulent misrepresentation, and negligent misrepresentation of operations for this bank. So to reiterate. Hostile employee who blew up and hung up on me, misleading me to think it would be closed due to my industry, and finally a giant middle finger to me to not even give me a warning or a don't do that just closed. Now I have employees that won't get paid and I have to spend another week setting everything up through a new bank all because NBKC provided false advertising, fraudulent misrepresentation, and negligent misrepresentation.

      Business Response

      Date: 04/28/2025

      *** ******* we received your complaint on April 16, 2025,
      regarding your first mobile check deposit attempt and the nature of your
      business .

      Regarding your check deposit, the image provided was taken
      from a screen and not a physical check.  We are unable to accept checks
      that are taken off an electronic screen such as a computer or mobile device as
      outlined in our Business Deposit Account agreement.

      Regarding the nature of your business, the bank may set such
      eligibility criteria or decline to open an Account for any reason permitted by
      law and at our sole discretion. Due to you indicating your business operates in
      the Hemp industry, the bank exercised its right to close your account as the
      bank does not knowingly provide financial services for Cannabis Related
      Businesses.

      A member of our leadership team was able to connect with you
      on April 16th to discuss your concerns.  Your insights are appreciated,
      and we wish you all the best!
    • Initial Complaint

      Date:11/06/2024

      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.
      NBKC Bank opened an account in my name in or around 10/17/2024. During this time they opened the account, they later closed the account the following day after blocking the online banking. During this time, I had called and spoke to a representative of the bank about attempting a mobile deposit. During the call the representative kept advising me that they cannot do anything to assist me as the Mobile Deposit was rejected without cause. When I asked why she told me it was because they could not see the amount clearly, and advised to redeposit it again with new images, Which is what I did. I called back to see if the deposits were reviewed yet, and she advised that she sent it to upper management to review, I told her that I don't understand because they told me to redeposit it, I also explained its frustrating to have to call back again, and again. NBKC Sent me a Email the same day advising me that they have decided to close my account, after conducting a review of the account history and calls with their agent. I explained I was frustrated with the whole process. On 10/21 I receive a call back from a manager stating they will reopen the account after reviewing the call. Next Day online banking is still blocked, had to email again. After that, I was trying to link an account to my online banking for ***** ************ ***** I accidentally linked a Venmo Bank(******* ****) During this time they supposedly issued verify deposits, however stated that the Venmo Bank returned as offset. I contacted venmo whom stated nothing was returned and the bank never tried. They restricted my account once again. After I advised I never wanted to link it and their website wouldn't allow it to be removed the first time, they told me too bad. Lastly, Unauthorized charges occurred on the account after my wallet was stolen. They told me they are closing my account without refund due to the acct activity. I didn't answer their call, and that lead them to close the account. terrible exp.

      Business Response

      Date: 11/15/2024

      Please see response, attached.nbkc bank received the Better Business Bureau (BBB) complaint submitted on November 7th, 2024.  We appreciate the opportunity to respond to your complaint.  Specifically, the complaint centered on your account closure and return of funds from debit card disputes. 

      You opened a personal checking account with nbkc Bank on October 16, 2024. At that time, two check deposits were attempted through our online Mobile Check Deposit process but were rejected due to unreadable images. After reviewing the deposits and related interactions with our agents, nbkc decided to close the account on October 17, 2024, in accordance with our disclosures.
      The account was reopened on October 21, 2024. Between October 25 and October 29, you attempted to link an external bank account. However, the micro deposits used for account verification were returned because the external account was closed. We worked with you through multiple phone and email interactions to verify the linked account, and the account was successfully linked, allowing transfers to be initiated. Additionally, an incoming wire transfer was received on October 28, 2024, to fund the account.
      On October 30, 2024, the debit card issued to you was activated and PIN number established from the phone number we have on file using the automated activation line. Between October 30 and November 1, several transactions were posted to your account, which caused the balance to go negative. You contacted us on October 31 to dispute these transactions, and we began the dispute process. The time period for filing disputes under Regulation E began on October 31, 2024, giving us 10 business days to complete the investigation or provide provisional credit.
      As a result of the investigation, we credited your account with the disputed amount of $2,954.34 on November 14, 2024. At that time, we transferred the same amount via wire to your account at Independent Financial Bank, and your nbkc account was closed.

      Customer Answer

      Date: 03/24/2025

      On 11/14/2024 NBKC account was compromised as a result of account take over fraud. I could not access the online banking for the account, and I did not call in to submit a wire they submitted a wire transfer from the checking account to an Independent Financial, in which whom I have never banked with. This Independent Financial account was opened as a result of identity theft and fraud. I notified NBKC that the wire transfer was fraud. Unauthorized, and unwanted. NBKC Advised me to contact Independent Financial which I did, and Independent Financial advised me they closed the account due to identity theft. They advised me that if the wire transfer was unauthorized that NBKC would have to issue a dispute / stop payment and recall the wire transfer. Reference * ******** ******. They sent the wire in the amount of $2,954.34. Which was sent to Independent Financial Account ending in **** which I have never owned nor authorized. I did not sign any account applications for this account. NBKC On their own free will sent the wire transfer to this account without my consent or permission. NBKC Stated that I authorized the wire transfer from the Closed NBKC Account which is false. I did not authorize the wire transfer and I did not have access to NBKC online banking because the account was compromised and subject to account take over fraud. At this time this issue is not resolved. NBKC Bank knowingly committed fraud transferring my funds via wire and refuse to submit an unauthorized wire transfer fraud claim. At this time NBKC Owes me $2,954.34 and I expect full payment from NBKC because they wire transferred the funds to someone elses account that I never authorized. I have tried discussing this with NBKC And unfortunately they rather argue then try to resolve the issue. As a Victim of Fraud, I should not be responsible for the charge they submitted without my consent or authorization. They already opened a fraudulent account in my name without my consent.

      Business Response

      Date: 03/28/2025

      For the transaction in question multiple team
      members reviewed a number of personal identification indicators including but
      not limited to outbound emails and phone calls to the phone number and email
      address on file for the customer and listed on the contact information for this
      complaint.

      Customer Answer

      Date: 04/04/2025



      Complaint: ********



      I am rejecting this response because: NBKC in this response they specifically state that they sent a wire transfer to an independent financial account and the verbiage is stating my account. I have never owned any bank accounts with independent financial and the false accusation including stating that they sent it to my account is unacceptable. I did not have access to online banking and I did not receive any debit cards. I never authorized said wire transfer yet again NBKC continues to falsely accuse me. Without providing substantial proof. NBKC wired funds to a bank account that I did not open nor have I ever owned. I did not link any bank accounts. NBKC is responsible for refunding unauthorized transfers per regulation E. In this instance this violates the EFT Act as they wired funds on their own accord to this account. I never banked with independent financial and that was never my account. Again I’m not sure who they sent funds to but I will be filing another complaint with the FDIC.



      Sincerely,



      ****** ********
    • Initial Complaint

      Date:10/18/2024

      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 am co-owner of property *** ********* *** Rockwall, TX 75032.
      Co-owner: ****** *********
      Assumption Loan filed by ****** *********

      I have been calling NBKC to get information on the status of the assumption loan. All I get is unsatisfactory information with false promises of emails and phone calls providing me with updates and additional information I request. I have not received any correspondence nor any phone calls as requested. I have to take time out of my work day in order to find out any information I am seeking. I am not sure who I am suppose to make contact with pertaining to this issue, but the service is highly unsatisfactory, especially when the paying customer has to continuous call to get answers. I currently have an application for refinancing my own home with NBKC, but as of today, I have decided to move on with another lender.

      Business Response

      Date: 10/22/2024

      DMI received a copy of the
      Divorce Decree on 9/30, but they have not yet received the closing package from
      the borrower remaining on the loan.

      Several attempts to obtain
      have been made.  The DMI administrator contacted both borrowers on Monday, 10/21.
    • Initial Complaint

      Date:10/08/2024

      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 did a refi for my property with this bank and my property was in a trust. To do the refi the bank took my property out of the trust and didn’t inform me they did that and I only found out few years after through my lawyer. The proper way would have been to inform me and get it back in the trust before escrow closed

      Business Response

      Date: 10/11/2024

      The Trust was not approved
      because one of the Trustees, ****** ****, was not a borrower on the loan. The
      title was held in two separate trusts—one for the borrower, ***** *******, and
      another for ****** ****. Since the trust in title must have a credit-qualifying
      borrower as a trustee, we could not close with ******** Trust. Notes from
      04/05/2021 indicate the borrower submitted her daughter’s trust documentation,
      however it was deemed not approvable. Title vesting would not have been
      provided at Closing. Please see the attached Deed signed at Closing by both
      parties removing the property from the Trust. 
    • Initial Complaint

      Date:09/19/2024

      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 was officially divorced on September 6, 2024.
      All I want to do is have nbkc update my last name.
      I have used the secure document upload area three times.
      I've called in only to be brushed aways stating, "oh that never works"
      I was told to send an email with the same information. I've done that twice.
      No one is responding and completely ignoring me.
      I finally used the secure messaging center - I didn't get a notification that they responded, but happened to login and saw that I was supposed to use a different email address and that they have never received my information.
      To recap - I've contacted this bank over 7 times to get this resolved and they are ignoring me.
      I am beyond frustrated and I want someone to contact me to get this updated immediately.

      Business Response

      Date: 10/02/2024

      This complaint was resolved directly with the customer on Monday, September 23rd. We provided contact information for any future questions, but since *** is a third party, she does have to work with them directly to get that changed on her mortgage.

      Business Response

      Date: 10/02/2024

      We apologize for any
      inconvenience, but can confirm this issue was resolved on Monday, 9/23/24 via
      phone.
    • Initial Complaint

      Date:06/10/2024

      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 have a business account with NBKC under the name GovShop. I am being harassed by Pe**** **** who works Fraud Risk Department. She is Racist Against Black Business Owners and I want her investigated immediately. She has threatened me and now all of a sudden my Business Account is not accessible.

      Business Response

      Date: 06/12/2024

      Hello, we would like to request that this complaint has been removed, as it appears that is in fact a case of business identity theft. We have several pieces of evidence we can provide to support the bank taking appropriate steps to discontinue the banking relationship with this individual. Please let me know what else would be needed on our side to have this complaint removed from our account. Thank you.

       

      **** **** * ******************

      Business Response

      Date: 06/12/2024

      We’re sorry to hear that
      you didn’t have a positive experience with us. We’ve reviewed your account as
      well as the customer support interactions and confirmed that the bank took
      appropriate steps based on the transactions that were being attempted. The account
      has been closed and we have elected to discontinue our banking relationship
      with you.
    • Initial Complaint

      Date:05/16/2024

      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 opened a checking account with NBKC bank January 2024. I had my tax return deposited and planned to use the account for savings because it gains interest. I logged into my account may 20024 and the funds were gone. I promptly reported my card stolen, contacted the bank to dispute the transactions and drove to Dayton oh to file a police report because thats where the person whom uses my card lives. I submitted.name.and police report number to NBKC bank. After ten days NBKC bank denied my dispute and I am unable to pursue charges on the person whom used my funds since they denied the dispute. I informed NBKC bank of this days ago and I have not gotten a response. The charges that were made were not locations I had shopped before, and many were in another state.

      Business Response

      Date: 05/28/2024

      Thank you for contacting us. We did open a dispute on the
      transactions to stated were unauthorized and upon completion of our
      investigation determined that the transactions were authorized. We sent letters
      to the address we had on file and that you provided to us when your account was
      opened. If you did not receive copies of the letters and would like to obtain a
      new copy, please contact us directly.
    • Initial Complaint

      Date:04/30/2024

      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.
      NBKC bank insists I owe them money, despite never having had any banking ties with them. Despite reassurances from their Customer Service representatives, I keep receiving letters stating the debt. My attempts to resolve this through email with their 'research department' have been futile, as it seems to be outsourced. Strangely, I was directed to the South Carolina Federal Credit Union to resolve the matter, not NBKC. Additionally, the 'research department' has provided varying amounts owed and conflicting dates, adding to the confusion.

      Business Response

      Date: 05/10/2024

      We apologize for the
      confusion. Thank you for speaking with a member of our team this week. We have
      been in touch with our servicer, and they will follow up upon resolution as soon as possible.

      Customer Answer

      Date: 05/19/2024

       

      Complaint: ********



      I am rejecting this response because: A team member from nbkc bank initially reached out to me and has not provided additional details when I have inquired into the situation. 



      Sincerely,



      ***** ******

      Business Response

      Date: 05/30/2024

      Please see attached which addresses the repayment of funds. Thank you.

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