Complaints

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

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  Central Bank of the Midwest

  609 NE 291 Hwy Lees Summit, MO 64086-2507

• 

  Central Bank of the Midwest

  7840 Metcalf Ave Overland Park, KS 66204-2932

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:03/10/2025

  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 have been trying to consistently get ahold of Central Bank Leasing department for a lease that I currently hold through ******** ******** ***** ***. My husband is in the military and has received two sets of separate orders that have luckily been cancelled. I have tried to reach out to get information on terminating my lease, the process to do so, and inquire about personal property tax payments since my husband is active-duty military. I have called consistently every week since October of 2024. I have also emailed. When you call you are forwarded to a call center where they know nothing about policies and what's going on. They will give you a complaint number and will say that someone will be reaching out shortly. Even after follow ups, weeks later I have NEVER had someone reach out from anywhere besides the call center. It got to the point where I contacted the dealership directly and was speaking with the head of sales manager ****. He told me that he would reach out to Central Bank Leasing and would ask them to give me a call. He said that Central Bank is currently trying to get rid of the call center as it has created lots of issues. Over a month has gone by and I am still waiting from a call from the Leasing Manager with Central Bank. They told ****, the sales manager, that they did try to reach out to me and left a message with a call back number to get ahold of them. This is a lie. The CALL CENTER reached out to me and left a message and when you try to call that number back do you know who you get? THE CALL CENTER. I have phone records, call logs, voicemails, and emails from my attempts to end this lease so that way my family can move on in peace for when my husband inevitably gets orders again. Central Bank Leasing has been a TERRIBLE and dishonest company and I DO NOT recommend them to anyone. They are crooks and the leasing department should be shut down.

  Business Response

  Date: 03/18/2025

  Central Bank
  *** *******
  ********* **** ** *****
  
  March 14, 2025
  
  Better Business Bureau
  *** ** *** ***
  **** ******* ** *****
  
  RE: Complaint ID- ********
  
  To Whom It May Concern,
  
  The following is in response to a complaint submitted to the Better Business Bureau ("BBB") and
  received by The Central Trust Bank (“Central Bank”) March 11, 2025. This complaint concerned
  Personal Property Tax (“PPT”) assessed to your lease.
  
  Upon investigation of the PPT paid by Central Bank and assessed to the lease account, we have
  identified an error on our behalf. Because responses are publicly posted on the Better Business
  Bureau’s website, we have provided a letter directly to the consumer with specific information,
  amounts, and resolution of the error in connection with this complaint.
  
  If there are any further questions or concerns, please feel free to contact me.
  
  Thank you,
  
  ***** *****
  Commercial & Installment Lending Compliance Manager
  ***************************

• Initial Complaint

  Date:03/06/2025

  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.

  Being Charge for personal property taxes in the state of Missouri for the 2023 and 2024 years. We did not live in Missouri since 2022 and have documents that have been sent to the bank supporting this and we have had the Vehicle registered in the state of Texas since around November of 2022. We have sent in notarized documents (power of attorney and affidavit) to the bank via email on multiple occasions with the email stating the read receipt. Yet some how no one from the bank knows where those are and can't find them? And they will not give us anyone to speak to, we resent documents on 2/27 again and have resent them this week as well. They are now trying to threaten a law suit against us in the amount of back taxes not paid for 2023 and 2024 totaling $1911.11. We should not be charged that as we are not residents of that state and have had the vehicle registered in the state of Texas since the end of 2022. Please help as we are getting a lawsuit against us if not paid on or before 3/17 and no one at the bank will help with anything.

  Business Response

  Date: 03/14/2025

  See attached response.The following is in response to a complaint submitted to the Better Business Bureau ("BBB") and
  received by The Central Trust Bank (“Central Bank”) March 11, 2025. This complaint concerned
  Personal Property Tax (“PPT”) assessed to your lease.
  Upon investigation of the PPT paid by Central Bank and assessed to the lease account, we have
  identified an error on our behalf. Because responses are publicly posted on the Better Business
  Bureau’s website, we have provided a letter directly to the consumer with specific information,
  amounts, and resolution of the error in connection with this complaint.
  If there are any further questi

• Initial Complaint

  Date:02/19/2025

  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.

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ******* *******gular monthly lease payments, 416.40 the other monthly lease payment. 757.88 was the amount I paid for one of the lease payments for the personal property taxes (per the statement received) and another personal property tax for 498.82 (per the statement). The representative informed me that only a certain amount of those payment was put towards the personal property. I informed the representative because the website did not give the option on how to allocate the payments, after making the payment I sent a message via Central bank website asking that that payment 757.88 & 498.82 be applied to the personal property taxes. Of course, not response because there is never a response from this company. I do not even receive an email when a payment is made. I do not know what is going on with this company but, I am unable to get things resolved no matter what form of communication I chose. I just want this to be figured out and explained to me.

  Business Response

  Date: 02/28/2025

  See AttachedCustomer has leased certain vehicle(s) (whether one or more, the “Vehicle”) from Central Bank pursuant
  to executed lease agreement(s) (whether one or more, the “Lease”). The Lease provides that Customer
  is responsible for all PPT for the Vehicle. Payment of the PPT is in addition to regular payments and other
  obligations under the Lease. Central Bank applied payments received from customer under the Lease
  first to any past due regular monthly payments, if any, then to current regular monthly payments, and
  finally to other amounts due under the Lease. Central Bank has reviewed the customer’s payment history
  and after application of all payments from customer in accordance with the foregoing, Central Bank has
  confirmed the amounts set forth in the demand letter received by customer for the PPT  

• 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have received zero communication from the bank regarding this issue. I have called and spoken to people on my own but the bank has not contacted me with any type of explanation or resolution. I also need receipts and proof of all deposits and withdrawals. Please can someone call me about this issue?
  
  
  
  Sincerely,
  
  
  
  ******* ********email directly. I have provided all necessary info to the bank for them to locate this deposit but I think they are lying to me. I have also had issues with customer service being rude to me.

  Business Response

  Date: 10/01/2024

  Central
  Bank
  238
  Madison St.
  Jefferson
  City, MO 65101
  
  10/01/2024
  
  Better Business Bureau
  ***** * ******
  Omaha, NE 68137
  
  RE: Complaint ID- ********
  
  To Whom It May Concern,
  
  The following is in response to a complaint submitted to
  the Better Business Bureau and received by The Central Trust Bank on September
  19, 2024. The complaint is regarding an ACH transaction initiated by the
  customer.
  
  We are researching this complaint and will contact the
  customer directly as we work to reach a resolution.
  
  If there are further questions or concerns, please feel
  free to contact me.
  
  
  Thank you,
  
  
  ***** *****
  Retail Compliance Officer

  Business Response

  Date: 10/11/2024

  Central Bank
  *** ******* ***
  Jefferson City, MO 65101

  
  10/11/2024

  
  Better Business Bureau
  ***** * ******
  Omaha, NE 68137

  
  RE: Complaint ID- ********

  
  To Whom It May Concern,

  
  The following is in response to a complaint submitted to the Better Business Bureau and received
  by The Central Trust Bank on October 2, 2024. The complaint is regarding an ACH transaction
  initiated by the customer.

  
  We have received the same complaint through our primary regulator. We researched this
  complaint and have responded back to our primary regulator, and we have reached out to the
  customer directly. We consider this matter resolved.

  
  If there are further questions or concerns, please feel free to contact me.

  
  Thank you,

  
  ***** *****
  Retail Compliance Officer

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair 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.

  [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: This is just not true, My account was never at a negative balance prior to closing the account.  There was a preauthorized charge on the account which left my account in a positive balance, so Central Bank's policy means they don't close accounts with positive balances (Undenounced to me the customer) . What should have happened is they closed the account with a positive balance and mailed me a check for the difference.  Instead they just left the account open- 

  They continued to put charges through even after I closed my account and therefore, I had revoked any authority given to Central bank to process charges on my behalf. When I notified the bank of this and ask them to reverse the charges (An ACH) they flat out refused. Even though clearly under the NACHA rules they could have (Under code R02 closed account). Central bank has many terrible customer polices and worse their staff do not even know the policies- They just make them up. As demonstrated in the call I had with ******* on 8/30 where she openly contradicted a policy, I have in writing from **** ******* and *** ****** ***l (EVP). I recorded this call and when I notified ******* at the end- She was very distraught- more or less saying that she would have acted differently. Said different things. But then told me I couldn't record her without her permission. I informed her that Kansas is a single party consent state- and that I had given my consent. 

  Today I have multiple dual payments made to my vendors. When I demanded Central bank make this right and revoke the payment made to Toyota they threatened me with collections. 

  These are NOT disputable facts- They are well documented, even throughout their own paperwork.  My statement says AUTOMATIC close out and then you see charges after that put the account in a negative state. Those charges were NOT preauthorized. 

  I've asked the bank to provide me with the opening signature card- on the terms and conditions.  It's my belief that Central bank has violated their own terms and conditions several times across multiple bank transactions with my family. . Their policies apply to different people differently depending on who you talk to at Central bank and i can clearly demonstrate as a matter of fact in multiple recorded voice conversations and written emails. 

  My call ended with Central bank yesterday with no proposal of how we are to settle this dispute. I told them that it'd be unlikely that I dont pay, but that my attorney had been sent the information and that we request proof of contract and that we would wait for the regulatory agencies to ask for resolution.  Im all for a proposed resolution.  ******* did extend the time that under which they normally send items to collections. 

  Central Bank is welcome to supply a suggested resolution in this forum as well. 

  
  
  
  Regards,
  
  
  **** ******

  ent and I am certainly responsible for the charges on the 11th. The problem is the charges on the 14th on a closed bank account. Will they continue to charge my account and then threaten with collections for a closed bank account?

  Business Response

  Date: 08/31/2023

  Central Bank  
  *** *******
  Jefferson City MO 65101
  
  August 31, 2023
   
  Better Business Bureau
  211 N Broadway Ste 2060
  St Louis MO 63102
  
  RE: Complaint ID- ********
  To Whom It May Concern-  
  The following is in response to a complaint submitted to the Better Business Bureau and received by The Central Trust Bank on August 16, 2023. This complaint concerned a customer intending to close their account, but preauthorized charges were processed before the account was closed, putting the account at a negative balance.  
  We have communicated directly with the customer regarding the issues and are working to resolve the matter.
  If there are further questions or concerns, please feel free to contact me. 
   
  Thank you, 
  
  Sincerely,
  
  ***** *****
  Marketing Compliance Manager
  ***************************

  Business Response

  Date: 09/12/2023

  Central Bank 
  238 Madison
  Jefferson City MO
  65101
  
  September
  12, 2023
  
  Better Business
  Bureau
  211 N Broadway Ste
  2060
  St Louis MO 63102
  
  RE:
  Complaint ID- ********
  To
  Whom It May Concern- 
  
  The
  following is in response to a complaint submitted to the Better Business Bureau
  and received by The Central Trust Bank on August 16, 2023. The customer did not
  agree with our initial response, so we are responding to ensure clarity.
  

  We
  have communicated directly with the customer and this issue is considered
  resolved.
  
  If there are further
  questions or concerns, please feel free to contact me.
  
  
  Thank
  you,
  
  ***** *****
  ********* ********** *******
  ***************************

  
  

  Customer Answer

  Date: 09/13/2023

  [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,
  
  
  
  Ryan Miller

• Initial Complaint

  Date:04/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   I truly appreciate the time that the bank took in reaching out to me and resolving this matter. Thank you for your time on this and for contacting me as soon as you did.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,
  
  
  
  ***** ***

  Business Response

  Date: 04/18/2023

  The
  following is in response to a complaint submitted to the Better Business Bureau
  and received by The Central Trust Bank on April 7, 2023.  This complaint is regarding an issue with inactivity
  fees on two joint accounts. 
  We
  have communicated directly with the customer and the issue has been
  resolved.  The customer also stated he
  was notifying the Better Business Bureau of the resolution as well.   
  If
  there are further questions or concerns, please feel free to contact me.
  
  Thank
  you,
  
  

• Initial Complaint

  Date:02/07/2023

  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 had ***** ******* ****** in Kansas city mo take 140.oo dollars out of my account without out my permission I contacted central bank  at 8740 n boardwalk Kansas city mo talked to manager of bank and ***** who works there they both did not to help me solve this issue

  Business Response

  Date: 02/17/2023

  The following is in response to a
  complaint submitted to the Better Business Bureau and received by The Central
  Trust Bank on February 8, 2023. This complaint is regarding an issue with a charge
  on an account. 
  A letter was mailed to the
  customer on January 26, 2023, explaining the dispute process and is still
  ongoing.  We will communicate to the
  customer when finalized. 
  If there are further questions or
  concerns, please feel free to contact me.
  Thank you,
  ****** ******
  Retail Compliance Manager