ComplaintsforCadence Bank

• Initial Complaint

  03/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Had a credit card with BancorpSouth since 2004 and never missed a payment with a credit line of $2,500. After Cadence changed the name, I failed to get my credit card when it expired 06/23. Went by the branch in ******* and inquired about my card and was told it was in the mail. Contacted the branch manager in ******* again and was told the same thing. After the first of July I went into the branch managers office again and presented him with my expired credit card cut in half and told him to cancel my account. I no longer wanted it. Had a balance and I paid it in August and September. I have received no new card and no correspondence from Cadence until I started getting a bill from them in January of 2024 for a summary of charges for 2023. I informed them by mail that this account was closed in June 2023, I didnt order the record and didnt owe $5.00 for it. Talked with the Cadence credit office and was told the account was still open. They have continued to charge a fee of $.50 each month and now have reported to TransUnion credit bureau. This is certainly not the way to do business when I explicitly told the branch manager to cancel my account with them. I dont have a credit card with them, have charged nothing to them and certainly they have no claim to report and damage my credit ranging. Please help me!

  Business response

  04/04/2024

  A response letter was mailed to the complainant on April 4, ********************************************** the complaint. 

  Customer response

  04/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 12, 2024, I tried to close my account twice and had to pay $100 each time to have the account closed because Cadence Bank kept accessing $100 for their legal fees knowing that there was no money in the account. Each time that I thought the account was closed, $100 would appear each time for their legal fees, creating a negative balance, so I had to pay the money to close the account. I want my money refunded and I want it mailed to the address below, since my account is now closed. I also want CFPB to investigate this bank regarding these kinds of deceptive practices. How do they expect consumers to pay the bank's legal fees?Please mail my $200 refund to:******************************* **********************************************************************

  Business response

  03/27/2024

  The bank was legally required to place a hold on ********************** accounts due a *********** Distress Warrant received on March 12, 2024. The legal fee charged was $100.  Our Group Sales Manager spoke with the customer to explain the several items that prevented the account from being closed. After those items cleared, the accounts were closed.  A detailed letter was mailed to the customer on March 27, 2024. 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The bank manager acted very unprofessional. She treated me like I was a untrustworthy criminal. I had explained to her that I needed at least some of a large check released because I didn't have any food to fed my son and that I also needed to go to the doctor because of a bad spider bite I have on my hand. She was very dismissive and rude and condescending. I could tell she was looking down on me because I'm from a lower blue collar working class then she is. She lied to me blatantly about why she could not release any of my money. She stated that theu tried to contact E-Trade where the check was from to verify it and that E-Trade told her they had no record of the check. I called E-Trade to verify and was told no one has reached out about the check and they didn't know what she was talking about. I don't recommend anyone ever use this bank run as far away from it as you can. I will be closing my account and taking my money to another bank that actually cares about their members and doesn't treat them like just another number or it was beneath them to help out. This was the worst experience I have ever had with a bank but I'm starting to understand why no one trusts the banks anymore.

  Business response

  03/26/2024

  We are in receipt of BBB Complaint Case No. ******** submitted by *****************************. When ********************** opened his account and made his opening deposit with a check. There was a nine-day new account hold placed on his check deposit. After the nine-day hold he was given full access to those funds.  A letter was mailed to ********************** on March 26, 2024 addressing his concerns.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This bank initiated a hard credit check without approval on August 24, 2023. I did not apply for anything that would require a credit check during that timeframe and have never dealt with this bank. I initiated an information request using the customer service on September 21, ******************************************************************* resolution.

  Business response

  03/07/2024

  We are in receipt of BBB complaint case no. ******** submitted by *****************************. Unfortunately we are unable to locate a record for this inquiry using the information provided.  A letter was emailed to the complainant on March 7, 2024.

• Initial Complaint

  02/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The problem ** having is with the branch on industrialplex, I tried to make a payment on my credit card for months with employee ******* refused to take my payment said I have to pay it via the app however the app log in wasnt working and she was no help to where they closed my credit card for non payment now they expect payments which I have no problem doing but now ******* closed my checking account and they havent given me a reason to why my account was closed which has made it difficult to continue making payments to my credit card without my checking account.

  Business response

  03/07/2024

  We are in receipt of BBB complaint case no. ******** submitted by *********************************. The Branch Manager spoke with ************************** regarding the reason that his checking account was closed.  The Branch Manager also explained alternative payment methods for his credit card.  A letter was emailed on March 7, 2024.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went to Cadence Bank to make a withdrawal from the AtM machine with my cash app card for $ ****** dollars.The *** did not disburse any money. Called the bank and they agreed that the money did not disburse but theyre saying the dont have enough proof. The *** machine has exactly $ ****** over but will not release my money

  Business response

  01/10/2024

  We are in receipt of BBB complaint case no. ******** submitted by ****************************  After research, we found there was an ATM machine error at the time of the withdrawal which resulted in the funds not being disbursed.  Upon identifying the error, the full amount of the loss was credited to the customer on January 5, ****.  A letter was mailed to the customer on January 10, ****.

• Initial Complaint

  11/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been with cadence bank way before it was cadence bank back when it was bankcorpsouth. I have been noticing multiple double and sometimes triple charges to my account for the same thing. It happened again on November 17. Got my check deposited and I paid $165.29 on a bill I owed it got deducted from that balance but rededucted and posted on November the 24th now it only shows up on the 24th on my bank statement but the math says otherwise it shows twice reason being why Im now. $93.17 over drawn in my account. I will not pay any overdraft fees whatsoever when the bank doesnt know how to even do simple math. Im only writing this because in the past idk 4 years Ive been with this bank its happened *********************************************************** seem like Im not paying attention and getting overdrawn like Im a bad customer but Im not. I just dont like this mess it makes me look stupid. I really just want to make changes and go somewhere else because this is c***

  Business response

  12/06/2023

  We are in receipt of BBB complaint case no. ********. Our *********************** addressed the customer's concerns via telephone and a response letter was mailed to the customer on December 6, 2023.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 8/25/2023 my father and I closed on an investment property with an investment loan from Cadence Bank for a property at **********************************************************************. We were expecting to receive a paper mortgage statement in the *********** the mortgage. After it had been over a month, we finally contacted Cadence Bank directly because we had still not received the mortgage statement. It turned out that Cadence Bank had sent the statement to ****************** even though it was clear that it was an investment property. There is no mailbox at ******************. My father has other mortgages with Cadence Bank and has always been diligent about paying them on time. He always receives a paper statement at his home address, not the investment property address. We ended up talking to at least 3 different people with Cadence Bank about this. It was hard to get an answer from them. We should not have to incur a late fee and suffer a drop in credit score because Cadence Bank mailed the statement to ******************************* instead of mailing it to **********************************************************************.

  Business response

  10/26/2023

  We are in receipt of BBB complaint case no. ******** submitted by *************************. A correction to ****************** mailing address was made and the late fee was waived. The bank verified that there will not be any negative credit bureau reporting due to the fact the payment was not thirty days or more late.

  Customer response

  10/26/2023

  [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 Administratively Resolved]

   Complaint: 20756851

  I am rejecting this response because:

  I actually received a statement at the correct address (my home address) today and they were charging a late fee this time for last time. Last time was paid and a check is going in the mail tomorrow for this latest statement (which is not late). 

  Regards,

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

  Business response

  10/30/2023

  Please be advised, the referenced statement dropped on 10-17-2023 before the fee was waived on 10-20-2023. Thank you.

  Customer response

  10/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  10/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  this is a bill for my new yearly home escrow account in the amount of ******* which pertains to my insurance changes, tax increase and claimed escrow shortages. The problem is NO one at the bank can give me an itemized detailed list as to how the came up with this outrageous amount in full. I have worked the numbers myself and explained to them and my original loan officer even admitted he could NOT help me as it made no sense to him as well. Ive been dealing directly with customer service in ****** and after hours of battling and them unable to give me solid figures and show me where these numbers came from they have told me just to pay it! And they are clearly trying to double charge me for Insurance and tax inflation yet they cannot explain to me why or how. I told them i have no problem paying the shortages if they can show me on paper in writing how they came up with this FULL amount. They have basically stopped talking to me and told me i have to pay it or else. I have explained how wrong this is in everyway possible and surly their is laws out there protecting the customers and legally they should have to be able to provide the customer with a full breakdown and be able to justify on paper where this money is going. And on top of paying this ******* up front they still want to increase my house note ****** a month yet cant really tell my why if im paying for the shortages up front in one lump sum of *******?? All I've asked for is a dollar amount breakdown equaling this full amount of ******* and they cant provide me with this information yet holding me accountable for it.

  Business response

  10/24/2023

  The Mortgage Escrow Supervisor contacted the customer by phone and addressed his concerns.  A follow-up letter was mailed to the customer on October 24, 2023.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was sent a suspicious check in the mail, claiming to be from a "****** * ********" of Cadence Bank. I have reason to suspect that this person's identity was stolen and is being used to trick people into depositing phony checks. I have tried to contact Cadence Bank, but their customer service line has continually evaded me. I would like to be contacted by them directly with confirmation that this problem is or is being resolved.

  Business response

  09/29/2023

  We are in receipt of the complaint case no. ******** submitted by ****** ******* regarding a suspicious check the complainant received in the mail which appeared to be written from a Cadence Bank customer's account. 

  This matter has been addressed appropriately to ensure the safety and security of our customer's account(s). A letter was emailed to the complainant using the email address provided in the case file on September 29, 2023. 

  Thank you, 

   

  AP

*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. ↩