Business Profile

Bank

Five Star Bank

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Complaints

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

Customer Complaints Summary

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

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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.

Initial Complaint
Date:03/22/2024
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 have a checking account with this bank in NY , I am in KY and I tried for 5 full days to get some of my money transferred down to a KY bank to put a down payment on a house. The girl Heather in Yorkshire branch kept having me do all this stuff online for digital banking and nothing was working. She NEVER offered to help me past that point.
Spoke to Kelly in Strykersville branch (manager) who told me he would call my husband first thing Monday morning 3/18 to help us get the money we needed into our KY account. I did tell him I needed this money by Noon Monday. He PROMISED me he would call my husband to help get this done.
I called and was told by a lady in Strykersville that he just left Yorkshire branch here it was 11:30 AM. He finally called by husband and apologized at almost noon. By that point it was to late and we lost our change to buy this home.
I feel Five Star Bank is very unhelpful, not knowledgeable and do not care about there customers or how they are treated. Five full days I had been trying to get MY money transferred and no body cared enough to help me !!
Business Response
Date: 03/25/2024
Good Morning,
We are in receipt of the above referenced complaint and will respond to
the complainant directly.
Sincerely,
Angela S****
Business Response
Date: 03/25/2024
Good Morning,

We are in receipt of the above referenced complaint and will respond to
the complainant directly.

Sincerely,
Angela S****
Customer Answer
Date: 03/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Someone from Five Star called my husband on Friday and apologized for what happened. How does this help us? We loss a house because of their actions. What does a apology do for us?

Regards,

**** *****

Customer Answer
Date: 03/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Someone from Five Star called my husband on Friday and apologized for what happened. How does this help us? We loss a house because of their actions. What does a apology do for us?

Regards,

Dawn B****
Initial Complaint
Date:03/17/2024
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 an auto loan through five star bank of $490.48 a month. On March 6th, I made a $750 payment towards my loan. I’ve not received any calls or letters of a past due payment. I assumed I was up to date. Today, Sunday March 17th, 2024 my car was repossessed at 4:45 in the morning. There has been no communication nor have I been given any reasoning for the repossession. They’re closed on Sundays so I have no way of contacting them to see where my car is or how much they think I owe on it.
Business Response
Date: 03/18/2024
Good morning,

We are in receipt of the above referenced complaint and will respond to
the complainant directly.

Sincerely,
Angela S****
Initial Complaint
Date:02/21/2024
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 fallen victim to identity theft, with unauthorized transactions and suspicious activities connected to my identity. While I've filed a police report, I now require assistance in resolving this issue. My goals include recovering my financial losses, restoring my reputation, and seeking guidance on removing this inquiry from my credit report. I'm reaching out for your help in navigating through this challenging situation.
-------------------
FD/FIVE STAR BANK 7/25/2023
Business Response
Date: 02/21/2024
Good Morning,
We are in receipt of the above referenced complaint and will respond to
the complainant directly.
Regards,
Angela S****
Initial Complaint
Date:12/19/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I got my auto loan through Five-Star Bank in February of 2021 the total loan amount was $17,176.08. I made two payments a month for the first seven months of the loan. I have been making regular payments for almost 3 years. I did miss a couple of payments in 2022 but I did make double payments and extra payments to catch those back up. On 12/18/23, my car was repossessed before 10 a.m. I tried to contact the bank every hour from 10 a.m. until 4 p.m. and was told I needed to talk to Josie D***** They said that Josie was at work that day but unavailable, so I left her 4 voicemails. I was told repeatedly that she would call me back by the end of the day and that she was just busy. I did not receive a return phone call at all. I called back at 9:45 a.m. on 12/19/23 and requested to speak to Josie's supervisor, if Josie was unavailable again this morning. I was transferred to Maryanne, who told me that it didn't matter how many extra payments I had made because I was still behind now. When I asked how that was possible since I was still currently paying more than my actual payment amount. She stated "oh, I see here that we filed a skip claim with the insurance company and you'll have to take it up with them." When I asked what a skip claim was and how and when that happened she stated they filed a claim stated they couldn't find me nor contact me and the insurance paid the amount owed on the loan. She stated that was in August of 2023. When I asked how they had not been able to find me or contact me she again stated that my payments were behind and they filed the claim and I needed to take it up with the insurance company, stating it was out of their hands now. She gave me the name of the insurance company Lee and Mason and told me I needed to speak with Tom. I called Tom and he stated they paid "in the ballpark" of $13,000 to the bank and that I would need to pay that in full within 10 days or my car would be resold at auction. When I asked him why they paid $13,000 when I didn't even have that much left on my car and wasn't behind in payments, he stated that I would have to talk to the bank about that. When I asked exactly how much I owed, he stated "I don't know we haven't received all the bills yet, the car was just repossessed yesterday."
Business Response
Date: 12/21/2023
Good Morning,We are in receipt of the above referenced complaint and will respond to
the complainant directly.Regards,Angela S****
Customer Answer
Date: 12/26/2023
Better Business Bureau:

I have not received any response or any communication from Five-star in reference to the complaint.

Regards,

******** *****
Initial Complaint
Date:12/17/2023
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.
Account #**********. On 12/14/23 at 4:00 am my car was repossessed by Five Star Bank. I
made a $700 payment that cleared on 12/8/23 towards what I believed was Nov payment $416.65 and part of Dec's. They applied the $700 to late fees I was told could be ignored until the end of the loan and be "negotiated". Late fees are $41.16. I contacted them before about deferring a payment because my pay dates do not allow for me to pay it on time since the first payment that was late. I was advised I had to pay a percentage of the loan as a fee to be able to defer a payment. The fee was over $300. I could not afford that so I have been accumulating late fees since that time totaling in $576.24. In order to get my car back I had to pay $550 as a repossession fee as well as Nov & Dec payment totaling in $1383. I got the car back the following day. ****** **** that had my car charged $40 for having the car then $40 a calendar day. Total to ****** **** was $120 even though they only had my car for 34 hrs total. I am at fault for not returning phone calls from Five Star bank that were made when I was working and unable to answer. However, I was under the assumption that my payment of $700 went through towards the monthly payment and I had no indication from them that they were going to repossess my vehicle. When I spoke to them asking why they said I needed to tell them where I wanted the $700 to be credited so they decided to credit it towards late fees. I am asking for a refund of the ridiculous amount of late fees they charged me or at least a payment credit to my loan. I have asked for an itemized receipt for the $1383 and they have not provided one. I would like a refund for the $550 repo fee and $576.24 late fees from Five Star. It's unfair to me as a consumer that things escalated so quickly without my knowledge. I scheduled the $700 payment and phone calls stopped. I assumed it was up to date. There has never been any communication regarding a repossession of my vehicle.
Business Response
Date: 12/20/2023
Good Morning,We are in receipt of the above referenced complaint and will respond to
the complainant directly.Regards,Angela S****
Initial Complaint
Date:12/06/2023
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.
My car was totaled, I have GAP insurance. When it was totaled I had called and talked to 3 different people from Five star to confirm my Gap insurance and to make sure everything was taken care of. My mother in law who is on the loan even called to confirm because it affects her credit as well. They had told us that everything is all set, the balance will be taken care of through the GAP insurance and they confirmed it was active. I covered all my basis with this car loan because making payments to them and dealing with rude customer service from certain people in their collections department has been more than infuriating.

We check our credit regularly as we’re trying to raise it, and see 80 points taken off and a 511 balance on my loan. Unsure as to why this is, we called and they said we still just owe money and have to pay it. I told them that they said we were paid off through my gap insurance. I was told it wasn’t their fault and that I should pay it as soon as possible.

I want to add no one ever contacted us. No one ever called, yet when our loan was active through them they called every month to schedule a payment through the phone. They then said “well it wasn’t under our radar that’s why we didn’t contact you” well, my credit sure matters to me. I would have never known about any of this if I hadn’t checked my credit. My mother in law never received anything for this either and she is also on the loan. None of this seems right to me and I’m not sure what to do now.
Business Response
Date: 12/08/2023
Good Afternoon,
We are in receipt of the above referenced complaint and will research and then respond to
the complainant directly.
Regards,
Angela S****
Initial Complaint
Date:10/06/2023
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.
Several years ago, I purchased a used 2010 ******** ** ******* and Five Star Bank was my lender. I filed Chapter 7 Bankruptcy on 5/31/2016. I was given the option to continue payments or surrender the vehicle. I opted to surrender the vehicle. The vehicle had 91,000 miles on it. The vehicle was picked up and subsequently sold by the Lender. I was told that the case would be closing and in January of 2017, I received a document stating that my Bankruptcy case was closed. The Lender never provided any documentation as to the final disposition of the vehicle. Not to me, my attorney, or the Bankruptcy Judge. I was notified over the summer that the Lender is looking for payment and my Bankruptcy has been reopened. It has been 7 years and 4 months since I filed Chapter 7 Bankruptcy, and this is still not over. I have contacted them regarding the final disposition of the vehicle but have received no response.
Business Response
Date: 10/10/2023
Good morning, We are in receipt of the above referenced complaint and will research and respond to
the complainant directly. Regards, Angela S****
Initial Complaint
Date:09/25/2023
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.
On September 22nd 2023 my 2 minor children and I walked out to a SUV that was missing from our driveway.
Upon investigation by cameras and a visit to the 5star bank, Westfall rd branch, it was discovered my vehicle had been repossessed. I was blind sided by this. I hadn’t received any mailings nor calls. The staff member had called Josie D****** and she stated she hadn’t received any information at that time. Around 2:35 same day I received a call and it went to voicemail.
I returned the call and almost immediately I was greeted by a hostile employee. Josie D******. She had absolutely no patience nor customer service skills. I have never dealt with such an arrogant heartless person at any bank in my life. I couldn’t get a word in and all she did was insinuate that I was a liar. She threatened to hang up after refusing to give me information I was requesting. Before she rudely hung up on me, I managed to get her supervisors name Maryann D****. Whom was not in the office but I left a message with. It’s Monday night and I have yet to hear from her.
5 star bank is charging me a $600 repo fee on top of late fees and two months of payments. No options were given only that I must pay $2455.20 in order to get my vehicle back. That’s not including what the tow company is charging. $100 initial fee and then $40 a day. I received this information because a wonderful woman named Ann W******* who called me on Thursday night prior to the repo. Unfortunately I missed her call and I could not leave a message when I returned it. She is someone who 5 star bank contacted to locate the vehicle.
At this point I will never bank with this horrendous company again. I will warn everyone. I want to surrender the vehicle and wash my hands of these heartless individuals.
Business Response
Date: 09/26/2023
Good afternoon, We are in receipt of the above referenced complaint and will respond to
the complainant directly. Regards, Angela S****
Customer Answer
Date: 10/20/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

Very dissatisfied with the customer service of five star bank. They must be investigated at some point. Do your homework and look at their reviews on multiple sites. They are corrupt and do not serve the community like other banks. They have zero knowledge of assisting customers the correct way. They portray a privileged attitude and insensitive character. The careless tone in their customer service approach is nauseating. DO NOT BANK WITH THEM! If they approve you for a car loan I HIGHLY suggest you refinance with another bank ASAP! They lie and state numerous notifications or attempts were made when it’s all false. You’ll call the supervisors and leave multiple messages and they will not call you back. Please do yourself and your family a favor and find another bank that actually cares for the small people. The hard working people. You have been warned.
Regards,

***** ********
Business Response
Date: 10/24/2023
A formal response was sent to the customer on 9/27/23. We apologized for the interaction with the staff that did not meet her expectations and went over what was needed to move forward with the loan.  Thank you,
Customer Answer
Date: 10/25/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

Regards,

***** ********
Initial Complaint
Date:09/25/2023
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.
Five Star Bank has applied payments on my solar loan as follows: payment $145.82 was applied on 6/7/2023 as 80.43 interest and 65.39 principal. Next payment $145.82 for 7/7/2023 applied as 106.92 interest and 38.90 principal. Next for 8/7/2023 applied as 110.31 interest and 35.51 principal. Next was for 9/7 but withdrew 9/12/2023 by ***** financial error, was 127.90 interest and 17.92 principal. I had contracted with * * * for solar panels and they financed it through ***** ********* ***, who funded it through Five Star Bank. I have contacted ***** several times about the increasing interest and declining principal and also the 9/7/2023 payment. They tell me the applications are correct. In all of my 81 years dealing with loans and mortgages I have never seen increasing interest and declining principal. I spoke to one of the founders of ***** to get the problem resolved and all he said was that the applications were correct. I then contacted Five Star Bank. They agreed that I had an account with them but that they could not discuss anything about the account because of their contract with ***** *********. Somewhere along the transactions there is a wire transfer involving my account and ****** ******* ********* ************ in San Fransico. The only address for ***** is *********** ** ************. I have uploaded my digital copies of the contract. Any help resolving this problem would be greatly appreciated. Thank you, ******* *********
Business Response
Date: 10/10/2023
Good morning, We are in receipt of the above referenced complaint and research and respond to
the complainant directly. Regards, Angela S****
Initial Complaint
Date:09/20/2023
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.
I closed last year on *** ******** ****** ** ******** on December 16th, but I had to sell it.

It sold last Tuesday, but one of the grants had to be paid off still. My lawyer said Five Star never finished processing it. They reached out before closing and said maybe Five Star would talk to me

I emailed Five Star on Thursday night and it's now Tuesday night, and I haven't heard back.

I need Five Star to finish processing the grant and to give me & my real estate lawyer the information I need for it to be paid off.
Business Response
Date: 09/20/2023
Good morning,
We are in receipt of the above referenced complaint and will respond to
the complainant directly.
Thank you,
****** *****

Business Response
Date: 09/26/2023
Good morning,
We reached out to the customer via email to explain the resolution. One the discharge is completed a copy will be forwarded to the complainant.

Thank you,

Customer Answer
Date: 09/27/2023
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,

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

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Five Star Bank is NOT a BBB Accredited Business.