Complaints

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

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• 

  NBKC Bank

  8320 Ward Pkwy Kansas City, MO 64114-2027

  
• 

  NBKC Bank

  9750 N Ash Ave Kansas City, MO 64157-9742

  
• 

  NBKC Bank

  10700 Nall Ave Overland Park, KS 66211-1206

  
• 

  NBKC Bank

  3510 W 95th St Leawood, KS 66206-2033

  

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:04/28/2024

  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.

  Worst bank ever, they closed my account because I chose to help my employees out if they were ever behind on bills etc… I received a phone call from a rude employee of NBKC bank 04/25/2024 asking crazy questions regarding who I’m apple paying money too etc which is none of their damn business in the first place. I was truthful and told him I help my employees out from time to time if they’re behind on bills etc.. He then proceeded to say I can’t use my personal account for business matters which clearly he couldn’t hear nor comprehend what I was telling him. Next thing you know I get an email the next day stating my account is being closed. I DO NOT RECOMMEND THIS BANK TO ANYONE especially if you’re a person of color. They are very prejudice and it shows. They definitely need to be looked into for Malpractice.

  Business Response

  Date: 04/29/2024

  We apologize for your
  experience. The account was overdrawn more than five times in the first month.
  After a review of your account, we elected to close at our discretion under the
  terms of your Deposit Account Agreement.

  Customer Answer

  Date: 04/29/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:    My account was overdrawn no more than twice and when he asked about it, I got it up to date that day.  Post documentation that my account was overdrawn more than five times in the first month. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:03/27/2024

  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 new account was suddenly put on "hold" due to an ACH Return. However, the ACH deposits that occurred came from NBKC and was originated so I could link an external account. These were test deposits sent from NBKC to my ******** account for 0.47 and 0.2 on 3/25/2024. I was given no notice of any kind. Not an email, text or phone call. Half my paycheck is scheduled to go into this account, which while not closed, I cannot access my money. This is outrageous behavior, not only for the complete lack of communication, but also due to the fact that the Supervisor I spoke with (**** who did his best to help) stated on a phone call I had on 3/27/2024 that he could not even see that these test deposits had been sent. This bank is effectively stealing half my check for an indeterminate amount of time while they review something that they did. I've attached proof of these test deposits, which I also sent via email to the bank on 3/27/2024.

  Business Response

  Date: 04/03/2024

  Thank you for voicing your concern and we were glad that
  we could connect with you about this issue, if you have any questions in the
  future please reach out to us at *************

  Customer Answer

  Date: 04/03/2024

   
  
  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. They reached out to me personally and were very apologetic regarding the issue. They corrected the issue, assured me it would not take place again, and I regained access to my account within minutes of the call. I have decided to continue to use NBKC, based off their professional and empathetic response.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:03/08/2024

  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.

  NBKC continues to advertise that Business Checking includes the ability to make cash deposits. After I opened a business checking account with NBKC, i soon learned that at least in San Antonio Texas - I do not have the ability to make cash deposits. Its not like I'm in a small town.
  
  I escalated the issue to NBKC, who initially tried to indicate this was an issue with their ATM provider ********** However, the ********* ATM I accessed (both of them) had the capability to receive cash deposits. Its only when I use my NBKC Business Debit card that I do not get the option to make a cash deposit. I am trying to manage my business and its jumping through hoops to get money into my account!!
  
  Firstly, I just want it fixed. Prioritize this work to make sure that you can keep your promise to your customers. Make the coding and digital changes necessary to enable customers to make cash deposits!!
  
  Secondly, stop with the false advertising until you get this fixed.

  Business Response

  Date: 03/13/2024

  We truly apologize for this inconvenience.  Thank
  you for letting us know about this situation of not being able to make cash
  deposits when using your nbkc business debit card at San Antonio ATMs.
   I’m glad you were able to talk with ****** ***** our Customer Experience
  Team Manager, earlier this week and arrive at a temporary solution.  As
  discussed, we are exploring a new ATM network partner that would provide our
  customers with additional ATM options as a longer-term solution. 
  
  In the meantime, you may continue to deposit your cash
  at a different financial institution (USAA) and transfer the funds to your nbkc
  bank account.  An alternative solution is you purchasing money orders or
  cashier checks as a way to deposit your cash.  We will plan to reimburse
  you for the cost of those money orders or cashier checks after we receive those
  receipts.  Again, we recognize that neither of these options are long-term
  solutions, but appreciate you bringing this situation to light with us and working
  with us on this temporary solutions.  Please let us know if we can be of
  further help.

• Initial Complaint

  Date:02/14/2024

  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 business account with this bank last year around September 2023, I received the debit cards and used them towards my business needs . Made a few deposits. in November I had to file a claim for funds being unauthorized, upon doing so I speak to this rep who is now telling me I didn’t submit my documents. SO she asked me to email them . She gives me the wrong email several times upon making her aware of this, she ignores me and never responds again. No where in our conversation does she tell me the status of my account has changed to closed no where is there an email postal letter or voicemail stating my business account is closed for failure to submit documents until today when I filed a complaint with the bank direct. I have payments that I can not cash because of this issue, I tried to reach back out and was told today the account is closed but they still replied to me as a customer. At this point this is causing me liability and hardships not being able to pay my bills I would like for this matter to be resolved , I am a legit business and I provided that info to them in the opening of this account all errors and issues are on their end and some Justice needs to be handed out.

  Business Response

  Date: 02/23/2024

  ******,
  we apologize for any inconvenience you may have experienced. Our team attempted
  to reach out regarding this situation but were unable to make contact. At that
  point, the decision was made to move forward with closure. 

  Customer Answer

  Date: 02/23/2024

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

  The documented proof has not been submitted as requested. One fact is they used the wrong phone number there is no postal notice email of any sort. This matter will be escalated to the proper enforcement agency.
  
  
  
  Sincerely,

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

  Business Response

  Date: 02/28/2024

  We are sorry to hear
  that you had a negative experience with our services. We wanted to let you know
  that we attempted to contact you via email and phone to discuss the additional
  information needed for your business account multiple times. Ultimately, we
  never received a response from you, which led us to close your account. Our
  Online Branch Manager recently reached out to you and left you a detailed
  voicemail. We understand that you may have concerns about the closure of your
  account and would be happy to discuss with you. Regarding your dispute, our
  records indicate that the dispute was made in your favor, and you were provided
  credit for the unauthorized transactions and a cashier’s check was mailed to
  you with the remaining balance in your account at the time of closure.

  Customer Answer

  Date: 02/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they have not proof of contacting me now I will go to the regulators over them to get a satisfactory solution. from the comptroller. The representative at their bank is dishonest. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:01/01/2024

  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.

  The 2024 escrow analysis for my loan 1501256133 was incorrectly calculated resulting in an increase in mortgage payment of roughly $500. This is quite frankly unacceptable and should have been flagged immediately for inconsistencies with the current tax year. I spoke with a representative on on 12/11/23 explaining the discrepancy and was asked to email copies of my 2023 bills to [email protected] to have a corrected analysis performed. Attached is the information provided. The primary issue is the city tax estimate of $4,291.68, which appears to simply be a near duplicate of the school tax estimate. City taxes for the last three years equaled $823.15/year. The combined property tax estimate should be $4,737.66 (school and fire prevention) + $823.15 (city tax) equaling $5,560.81. Combined with the homeowners insurance premium of $2,205, the total 2024 escrow disbursement should equal $7,765.81. That results in a monthly escrow payment of $647.15. Currently, you have me paying $936.20 + $193.03 overage equaling $1,145.32. That's an additional $498.16 a month. I waited a couple of weeks with no response, so spoke to another representative who tracked down the email (it was apparently sitting unacknowledged) and opened a work order. On 12/29/23, I received notification of a new escrow analysis, which is essentially a repeat of what was performed in October. Nothing was corrected and my issue persists. If my next payment goes out as scheduled on 1/1/24, I will have contributed approximately $1000 more to my escrow account than necessary over two months. This is a significant sum of money. I spoke to another representative on 12/29/23 who mentioned another work order will be opened, but I do not trust that this will be resolved. Please address this error ASAP.

  Business Response

  Date: 01/10/2024

  January 10, 2024
  
  Re:
  Loan Number:              **********
  BBB
  Case Number:             ********
  
  Dear
  ****** *********** *** ******* ************
  
  Thank
  you for the opportunity to respond to the concerns you recently submitted
  through the Better Business Bureau (BBB), which we received on January 4, 2024.
  Your correspondence states that the 2024 escrow analysis for the loan was
  incorrectly calculated, which increased your monthly payment by approximately
  $500.00 per month. A conversation with a representative on December 11, 2023,
  resulted in a request to send in copies of the 2023 tax bill, which we can
  confirm was received.  The recent escrow
  analysis dated October 18, 2023, did not correct the tax amounts and the
  underlying issue remains. You requested that a new escrow analysis be completed
  to reflect the true projected disbursement for city taxes and the monthly
  payment decreased accordingly. A refund of $482.08 for the escrow portion of
  the December 2023 payment was also requested, as well as any potential overage
  included in the January 2024 payment. We have reviewed your concerns, and our
  response is indicated below.
  
  Our
  records indicate your loan originated on September 19, 2022, and boarded onto
  our servicing system on September 22, 2022, with your first monthly payment of
  $2,649.14 due on November 1, 2022. At the time of boarding, your loan reflected
  anticipated disbursements for school taxes in the amount of $4,205.86 and for
  city taxes in the amount of $823.15. On October 5, 2022, we updated the
  property tax information on file, and inadvertently updated your school taxes
  to reflect an anticipated disbursement amount of $840.00 and your city taxes to
  reflect an anticipated disbursement amount of $4,291.68. When the city taxes
  were disbursed in April 2023, the information on file was not updated to
  reflect the disbursement amount of $823.15.
  
  As
  such, when your required annual escrow analysis was completed on October 18,
  2023, the analysis determined a shortage of $2,316.30, and a new payment amount
  of $3,203.73 effective with your payment due on December 1, 2023. These
  calculations were based on the disbursement amounts of $4,291.68 for city
  taxes, $4,737.66 for school taxes, and $2,205.00 for homeowner’s insurance.
  
  You
  spoke with our Customer Service Department on December 11, 2023, regarding the
  escrow analysis and shortage. The assisting representative advised you to
  provide updated tax bills for review so that the information on the file could
  be updated and a new analysis completed. We received your tax bills on December
  12, 2023. The tax bills were not reviewed until your follow up call on December
  20, 2023. A ticket was opened that day to review the tax bills and update your
  property tax information accordingly. This is not typical of our business
  practices. Please accept our sincere apologies for the delay in processing your
  request.
  
  The
  property tax information on file was updated on January 2, 2024, to reflect
  anticipated disbursements for city taxes in the amount of $823.15, next
  scheduled for April 2024. A new escrow analysis was completed on January 3,
  2024, which determined a shortage of $195.92, and a new monthly payment of
  $2,737.98, effective with your payment due on February 1, 2024. A copy of this
  escrow analysis statement is enclosed for your reference.
  
  Please
  note that we are unable to refund any portion of the December 2023 or January
  2024 payments as an overpayment, as the recent escrow analysis determined that
  a shortage still exists. We show that prior to the October 2023 escrow
  analysis, we were collecting $357.64 per month for school taxes, $70.00 for
  city taxes, and $147.00 for homeowner’s insurance, for a total monthly
  collection for escrowed items of $574.64. After the analysis completed on
  January 2, 2024, we are collecting $394.80 per month for school taxes, $68.60
  for city taxes, and $183.75 for homeowner’s insurance, for a total monthly
  collection for escrowed items of $647.15.
  
  We
  believe that this response fully addresses the concerns outlined in your BBB
  correspondence. You have a right to request any documentation we relied upon in
  developing our response to your concerns in addition to any documentation
  already enclosed with this response. If you have any questions concerning this
  response or require additional assistance, please contact our Customer Service
  Department at 1-855-230-0480, Monday through Friday, from 8:00 a.m. to 7:00
  p.m. Central Standard Time (CST).
  
  Sincerely,
  ******* **
  
  Escalations
  Resolution Specialist
  Research Department

• Initial Complaint

  Date:11/20/2023

  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 checking account with NBKC in early October and have slowly been transferring money into it, with a total of ~$2400. Yesterday, 11/16/23, I attempted to use the mobile phone deposit feature for the first time to deposit insurance reimbursement checks $1401.35. They immediately froze my account but did not inform me of this. I only found out this morning when I attempted to log in and was locked out of my account. When I called, they refused to tell me why my account had been frozen or how long it would take to unfreeze it (it will take at least until Monday). They also refused to tell me whether I could deposit my check at **** ** ******* or whether they were still processing it. Every Monday, my NBKC account automatically takes $500 from my **** ** ******* account, and I won't be able to stop that without access to my account settings. NBKC has effectively stolen $3800 from me, will take $500 more every week this isn't resolved, and I have no idea why, when, or if they will give it back.

  Business Response

  Date: 11/20/2023

  
  Thank you for
  using your nbkc bank account.  We apologize for the difficulty of using
  mobile deposit for the first time last week.  Our team unlocked your
  account earlier today on Monday, November 20 so you are able to use mobile
  deposit again.  Also, you should have no problem with your **** ** *******
  transfer that you mention either.  Again, we are sorry for the
  inconvenience.  Please let us know if we can be of further help.
  

  Customer Answer

  Date: 11/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: NBKC's actions since you submitted this response have already proven it false. On 11/22/23, NBKC put an estimated 9 day hold on $1125.35, almost a third of the money in the account, and the exact same transaction you said would not cause any more issues in your response, again without explanation. I have already answered NBKC's questions about the nature of these insurance claim checks. I was also never provided with any explanation for my account was frozen for 3 days in the first place, in spite of asking for it both before and after it was unfrozen. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 12/08/2023

   

  Copy of communication provided back to *** ******* via FDIC last month.

  November 27th,
  2023
  
  Re: FDIC Complaint
  # ********
  
  Dear ***** *******,
  
  nbkc bank received
  the complaint submitted to the Federal Deposit Insurance Corporation (FDIC) on November
  27th, 2023.  We appreciate the
  opportunity to respond to your concerns. 
  Specifically, you mentioned your Checking Account was locked due to
  additional information requested from transactions made to your account.
  
  Our records
  indicate you opened your checking account on October 5th, 2023
  through the bank’s website. ACH transactions were initiated through the nbkc
  bank online banking system on the following days:
  $500 on 10/18/2023
  $500 on 10/25/2023
  $500 on 11/1/2023
  $500 on 11/8/2023
  $500 on 11/15/2023
  
  On 11/16/2023 you
  also attempted to deposit four checks through the mobile check deposit system
  ($414.00, $276.00, $276.00, and $435.35 all payable from Health Care Service
  Corporation). These were rejected because the check for $414.00 stated
  “non-negotiable” on the front, and all of the checks were from the same
  company, which was deemed unusual and the account was reviewed by the bank. At
  that time, our customer service team emailed you for more information about the
  checks. On 11/17/2023 you called our customer service team but were unable to
  verify your security information and we advised that you please respond via the
  secure email that was sent to you. In cases where identity cannot be verified
  over the telephone, we are unable to disclose additional information due to
  consumer privacy requirements. On 11/17/2023 you responded to our email request
  and provided a copy of your ID and Selfie to verify your identity. On the same
  day, we elected to unlock your online banking and you had full access to your account.
  
  On 11/20/2023 and
  11/22/2023 you deposited the same checks and we accepted them for deposit at
  that time. However on 11/24/2023, two of the checks were returned by the payee
  as “refer to maker”. At that time, we locked the account again as this is a red
  flag for possible fraudulent activity, as these were the first checks deposited
  into the account. On the same day, we contacted you by telephone and discussed
  the check returns. You indicated you did not know why the checks would have
  been returned and we informed you that there are various reasons the company
  elected not to pay the items, so we recommended you contact the company, Health
  Care Service Corporation, and inquire as to why they rejected paying the item,
  as this is not in the control of nbkc bank. Later that day you contacted us and
  informed us that you talked with ****** **** ******* *********** and they had
  placed a stop payment on both checks, thus the reason they were returned
  unpaid. You stated that the situation had been rectified with the company. At
  this time, we elected to unlock the account and (as of that day) you had full
  access to the account.
  
  You stated that we
  did not inform you how to prevent automatic transfers from your **** ** *******
  account. After reviewing your account, we have concluded that these were not
  automatic transfers you set up, but rather one-time ACH transfers you initiated
  each time within the nbkc bank online banking system.
  
  You stated that
  nbkc bank has “taken $3,800 from me, will not let me verify if they still have
  it”. We have reviewed your account and the current balance is $3,279.46.
  
  We apologize for
  any inconvenience the verification process caused, but hope you understand that
  these measures are being taken to prevent fraud or identity theft and protect
  our customers. Should you need further assistance with your account, please contact
  us directly.
  
  Sincerely,
  
  
  Compliance Department
  nbkc bank

  
  

• Initial Complaint

  Date:08/11/2023

  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 filed a Dispute over a fraudulent charge that the bank agreed I was owed at end of first week in august 2023 and was told I’d have my money $87 back within 5 days. I called back yesterday and was apologized to and was told I will be sent to another department and only delt with by email. I am on a fixed income and disabled and can not afford to loose that kind of money. I thought I could trust my own bank with my disability check. I have been waiting for this refund since June 30 first taken by *************** who claims my bank never gave.

  Business Response

  Date: 08/23/2023

  Dear Misty,
  
  nbkc bank received the Better Business Bureau (BBB) complaint submitted on August 14, 2023.  We appreciate the opportunity to respond to your complaint.  Specifically, the complaint centered on a dispute claim you filed in which you had not received a provisional credit.
  
  We have researched the complaint and determined the following: On July 25, 2023, you contacted Empower via phone to file a dispute claim on a charge totaling $87.80. In the phone call you were advised that an investigation would take place and if applicable, a provisional credit would be provided within 5 business days. A provisional credit was not guaranteed, it was conditional upon the investigation and the type of dispute filed.
  
  Since the dispute was a merchant dispute, we were unable to provide you a temporary credit for the disputed amount. An update was provided to you which outlined that the investigation would continue and would be processed directly with the merchant. The letter stated that a resolution will be provided to you within 90 days. Keep in mind that those 90 days have not yet elapsed, but we will update you with any information relevant to the dispute claim.
  
  Sincerely,
  
  nbkc bank

• Initial Complaint

  Date:06/22/2023

  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.

  My ex-husband and I have been working on getting an assumption for our mortgage loan ***** * **********) completed since February 2023. In the initial conversation, we were told it was a 60-75 day process beginning to end. After that time frame passed, it changed to 2-3 months. We are now at then end of June and have yet to get the assumption processes completed and I have now been told there is no time frame for when this will be done. We have submitted every document requested within a day or two of the request and have called multiple time for status updates. When you call their customer service, you're always told that a specialist will contact you within 24 hours. That is definitely not true and you typically have to call multiple times to finally get a call back to get the tiniest bit of information on the status of the loan assumption. Had I known this bank operated like this, with no care at all on the impact their delays cause their clients, I would have never started the assumption process and simply would have refinanced with a completely different institution.

  Business Response

  Date: 07/05/2023

  **** ** ****
  
  ******* ****
  ** ********* *** **
  ******** ** *****
  
  *** **** ******* **********
  *** **** ******* ********
  
  **** ******* *****
  
  Thank you for the opportunity to respond to your concerns submitted by the Better Business Bureau (BBB) on June 22, 2023. The correspondence stated you have been working on obtaining an assumption for the above-referenced property since February 2023. Initially, you were told the processing time would be 60-75 days. As of the date of your correspondence, the assumption is not complete, and you are unable to obtain a timeframe for completion. Furthermore, you metioned that each time you contact Customer Service, you are told you will receive a callback within 24 hours, and never receive a call within that timeframe. We have reviewed your concerns, and our response is indicated below.
  
  nbkc bank received your assumption request on February 17, 2023. On February 27, 2023, a letter was mailed to you requesting various documents needed to proceed with your assumption.  On March 23, 2023, the Assumptions team mailed you the loan application requesting signatures. The signed loan application was received by our office on April 2, 2023.
  
  On April 7, 2023, nbkc bank mailed the Loan Estimate Disclosures requesting your signature. The forms were returned to our office on April 12, 2023. A separate letter was sent to you on April 17th, 2023, requesting additional documentation to proceed with the assumption process. This letter also requested a check for the assumption processing fee of $616.22. The check was received by our office on April 19, 2023, and forwarded to our Cash Department for processing on April 21, 2023. A credit check was performed shortly after this time and sent to our Underwriting Team for approval. The approval was received on April 26, 2023.
  
  Closing documents were prepared between May 1, 2023, and May 4, 2023. The paperwork was emailed to you on May 4, 2023, and original documents were mailed for execution on May 8, 2023, via UPS tracking ******************. The completed and executed documents were received by our office on May 18, 2023, via the United States Postal Service (USPS).
  
  On June 23, 2023, the final documents were sent to our corporate office for signatures. As of the date of this letter, your assumption paperwork is now complete and will be mailed for recording. Once the recorded documents are received, the loan will be updated in the name of the assumer and a copy will be mailed to you for your records.
  
  Please accept our apologies for the many phone calls and frustration you experienced while trying to complete your assumption. Additionally, we regret you did not receive timely callbacks as requested. nbkc bank will make every effort to regain your trust and provide you with the outstanding service you expect and deserve as our valued customer. 
  
  We believe that this response fully addresses the concerns outlined in your BBB correspondence. If you have any questions concerning this response, please contact our Customer Service Department at *************** ****** ******* ******* **** **** ** **** **** ******* ******** **** ******
  
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  ********** ********** **********
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• Initial Complaint

  Date:05/30/2023

  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.

  Yes so on may 29th i was packing some boxes because i am moving in a few days and upon going thru some of my belongings i came across a cashier's check from a previous institution for a 1.67 i had not cashed so i looked at the check and found no sign of a expiration date or a void by date so i thought it would be fine to mobile despite it on my account well on may 30th i get a call from a rep of your institution asking if i had tried to mobile deposit the check and i said yes because there was no void by date or any type of identifying markings that stated it had to be deposited by a certain date, and i was told that my account since it was a month or two old would be closed because of the mobile deposit and i was told because it has to be deposited by 6months or less what i am trying to understand is how is ur average person supposed to know that a cashier's check is only good for six months if there was never a void by date... i understand there is a deposit agreement but to close my account over ONE DOLLAR AND SIXTY SEVEN cent check is ridiculous because all it shows is you as a corporation/financial institution do no care about your customers because no one tried to rectify the situation and say could u contact the check issuer and get a new one sent which all i had to do was call incredible bank and have it sent. but on over 1.67 cents my account was closed and which just is sad on Ur companies part because if it was not for accounts you would have no institution this decision is sad in general i could understand if i had tried to forge a check or something like that or tried to cash a check i had cashed before but no because it was in your words stale dated which i did not know beforehand my account was closed sad is what it is.....

  Business Response

  Date: 06/15/2023

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

  Dear ******* ********
  
  nbkc bank received your original complaint from the BBB. We appreciate the opportunity to respond to your concerns surrounding your new checking account with nbkc.

  
  On 05/03/23 you opened a new checking account with nbkc Bank online. On 05/29/23 you initiated a mobile deposit with one check totaling $1.67. The issue date of the check was 06/10/21. Per our Deposit Agreement all mobile deposit items are subject to approval, because of the stale date on the item it was not approved for deposit. On 05/30/2023 you spoke with a member of our fraud team who explained the stale date on the check and advised that nbkc would be closing the account.

  
  On 05/30/2023 a Cashier’s Check for $1.83 was mailed to you for account closure to the address on file.  
  If you need further assistance, please contact us directly, during operating hours Monday – Friday, 8:00am – 7:00pm CST, at 866-931-0850 or via email at *************************
  
  Sincerely,
  
  nbkc bank

• Initial Complaint

  Date:05/12/2023

  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.

  Mortgage Loan Number-********** nbkc Mortgage Tax Department erroneously increased my mortgage payment by adding city/ municipal tax twice to the escrow. nbkc refuses to correct their mistake or honor my request for a supervisor to contact me. nbkc's Tax department doesn't understand that the city/ municipal tax is paid by the county where I reside and is clearly shown on the estimate I provided to them. nbkc believes that a separate entity exists for my city tax payments. This isn't true and should be verified and corrected immediately.

  Business Response

  Date: 05/19/2023

  We are in receipt of your correspondence addressed to the Better Business Bureau (BBB) dated May 12, 2023. The correspondence states nbkc bank increased your mortgage payment by adding city/municipal tax twice to your Escrow account. You mentioned the city/municipal tax is paid by the County where you reside. The complaint also states you would like a supervisor to contact you regarding this matter. We have reviewed your correspondence and our response is below.
   Our records indicate you contacted our office on April 18, 2023, via phone call inquiring about your taxes and payment process. The representative advised that our office needed a divided bill to process payment. During this call, you were advised to forward any tax bills that are received this year to our Tax Department.
  On April 20, 2023, our office received a Tax Exemption from the Tax Assessor’s office showing exemption approval and an estimated tax amount of $4,235.01. That same day, an update on our system was submitted to reflect the estimated amount of $4,235.01. An Escrow Analysis to re-calculate your monthly payment was requested on April 24, 2023.
  Records indicate you contacted our Tax department on April 26, 2023. During this call, you advised that the estimated tax amount of $4,235.01 included both city and county taxes, and that there should not be a separate tax line for city taxes in the amount of $906.48. The representative stated a tax bill is required to make the requested changes to Escrow.
  On May 4, 2023, our office confirmed with the County Assessor’s Office that the city of ********* does collect taxes. For this reason, we are unable to remove collection of city taxes and will proceed with the scheduled disbursement of funds to ********* City in November 2023
  Once you receive your tax bill, please send this document to one of the following:
  We believe this response fully addresses the concerns outlined in your BBB correspondence. If you have any questions concerning this response or require additional assistance, please contact our Customer Service Department at **************, Monday through Friday, from 8:00 a.m. to 7:00 p.m. CST. 

  Customer Answer

  Date: 05/22/2023

  [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:I hope you’re well and thank you for your reply.  I was incorrect and you are correct about the City of ********* GA collecting their own taxes. My apologies, I had no idea. However,
  I just spoke with the employee at the Camden County GA Tax
  Commissioner’s Office who graciously provided me with the estimate that I
  sent to nbkc and he informed me that he included the estimated
  "*********" taxes, as indicated on the estimate as a courtesy. He
  also stated the “*********” line item on the estimate should be
  deducted from the $4,235.01 estimate provided. For personal real estate
  there is only a county, school, and a city tax where I reside. The $852.53 estimate for "*********" is calculated from the “City", $906.48 figure on the Closing Disclosure. There
  aren't two city taxes in this county so therefore nbkc is depositing
  two slightly different amounts for the same tax into the escrow
  account. Nbkc tax analyzed the estimate with the “*********”
  or “Tax 2” already included. However because of the CD you added the
  city tax again using “Tax 2”. I hope this adds some clarity. I tried to
  explain this fact. My error was that, until this morning, I didn’t know the City of ********* billed separately. Also,
  the nbkc tax department has no issues conducting an analysis on the
  estimate provided but refuses to (based on the above facts);  
  verify
  my concern, re-analyze, or return my payment to the original amount
  until official bills are issued from appropriate jurisdictions. I
  understand a mortgage company's need to protect their security interest
  in a property. While this probably remains within guidelines set forth
  by Freddie Mac, this business practice seems illogical and
  unprofessional. I have never understood the process of being double-billed for anything

  **** *******

  Business Response

  Date: 05/25/2023

  We are in receipt of your correspondence addressed to the Better Business Bureau (BBB) dated May 12, 2023, and May 22, 2023 where you mention that our Tax Department erroneously increased your mortgage payment by adding city/municipal twice on the escrow account. You stated that you were advised you’d receive a call back regarding this matter, however, a call has yet to be received.  We have reviewed your correspondence, and below is our response.
  Our records indicate that your loan closed on February 10, 2023. Per your closing documents dated the same day, your escrow account contained property and city taxes. With the monthly collection amount being $315.66 and $75.54 per month, respectively.
  On April 6, 2023, a letter was sent to the mailing address on file confirming that your property is currently undivided and listed by the taxing authority as To Be Apportioned (“TBA”). This letter advised to enable our payment of taxes, you would need to contact your local tax collector about this matter and send us a corrected tax bill to one of the following:
  
  On April 19, 2023, you called and spoke to a Customer Service Representative, and stated that a new tax bill would be available in Fall 2023. The representative recommended sending copies of any estimated tax bills you have received and including a signed written request to have these bills paid. During this call, you were also advised that until a new tax bill was received, the collection amount of your taxes would remain the amount determined at closing.
  On April 20, 2023, our office received a tax exemption document that showed exemption approval status with an estimated tax amount provided. Due to receipt of this document, on April 22, 2023, your account was updated to reflect this estimated amount, and an escrow analysis was requested.
  On April 24, 2023, the analysis was completed on your account, and a shortage of $298.05 was determined. This shortage was determined as your actual escrow balance at the time was $2,685.60, and the required balance to satisfy the following year’s anticipated disbursements was $2,986.65. This difference between these two figures determines your shortage amount. Effective with your June 2023 payment, your new payment amount was determined to be $2,634.71.
  A breakdown of your new payment is as follows:
  The amounts used to estimate your taxes and insurance for the coming year are based on the bills we receive from your taxing authority and insurance carrier, if available, or from the previous year’s disbursements. As taxes and insurance premiums can fluctuate from year to year, the amount needed to collect for your escrow account may also change.  
  Furthermore, before disbursing any escrowed item, our Escrow Department will confirm the information with your insurance carrier or tax collector’s office. Our office confirmed that the information we had been provided was correct before the escrow analysis. Additionally, upon receipt of this matter, our office reached out to your tax collector’s office on May 22, 2023. It confirmed that both your city and your county taxes are reflected correctly in our servicing system and were disbursed separately. During this conversation, our office was advised by ********* City Collectors Office that ********* is your new parcel number effective with the 2023 tax year, as your parcel had been split. This information allowed us to update your account and remove the TBA designation.
  
  Please note that we are scheduled to disburse the anticipated amount of $4,325.01 to the Camden County Tax Commissioner in October 2023 to satisfy your county taxes. In November 2023, we are scheduled to disburse the anticipated amount of $906.48 to the ********* City Tax Collector to satisfy your city taxes. Should you receive an updated tax bill from either your city or county, you may provide the documentation to the following:
  We sincerely apologize that you did not receive a call back from a Customer Service Department Supervisor as requested. Our representatives are trained to be knowledgeable, courteous, kind, and attentive. We apologize that this was not your experience when you contacted us. We will make every effort to regain your trust and provide you with the outstanding service you expect and deserve. We apologize for not meeting your expectations.
  We believe that this response fully addresses the concerns outlined in your BBB
  correspondence. If you have any questions concerning this response or require additional
  assistance, please contact our Customer Service Department at **************, Monday through Friday, from 8:00 a.m. to 7:00 p.m. CST. 
  

  Customer Answer

  Date: 05/26/2023

  [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:  Obviously, nbkc is missing the point. The issue is double-billing of taxes and has yet to be verified or addressed. I will end my attempt to resolve this issue using this platform. There's no need for endless redundant back and forth conversation that doesn't deal with the original concern.

  Regards  ****** *****