Business Profile

Bank

Independent Bank

Complaints

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

Customer Complaints Summary

11 total complaints in the last 3 years.
0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/01/2024
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.
I got my loan in 2020 and have had no issues at all until October 2023, I have paid my bill the exact same for all these years through bill pay, all of a sudden my credit karma report states I have been delinquent for ******* through today, which is not correct. I filed a dispute through credit karma and it still is not resolved. I have worked really diligently with the team at independent bank providing them all statements to prove a timely payment. I finally heard back from them today and everything checked out correctly that I was paid and there were no concerns or issues with my payments. However, I was then told that they could not fix the delinquent marks because it was not there fault when in fact it is because they are the ones reporting.., which makes absolutely no sense when I wasnt delinquent. All Im looking for and asking is that I can get my credit fixed. it has dropped me down to the 500s and it is impossible now for me to get an apartment due to this. I have worked really hard on my credit and I just want this to be made right and to be reflected correctly.
Business Response
Date: 07/03/2024
Please see response
Initial Complaint
Date:06/25/2024
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 received my maturity notice and there were miscellaneous fees of $675 that was just added in June. I called and spoke to a representative named ******. I asked what the fee was and she told me it was for the repossession of my car. I told her I never had my car repossessed and has been in my possession the entire 7 years. She then looked at the notes and it showed I never had it repossessed but they were going0 to request a repossession. I never received any notices and she said it was not sent for repossession but they were planning to. I was confused and maintained that I should not be charged a fee for something that didnt happen or was even requested. She said they will not remove the charge. I asked to speak to a manager and it went to Voicemail. I never received a call back. I would like to pay off my car but the miscellaneous fees need to be removed.
Business Response
Date: 06/26/2024
Please find attached response to the above complaint. Thanks
Customer Answer
Date: 06/26/2024

Complaint: 21900041

I am rejecting this response because: on January 16th payment was made. I never received any communications and would like proof they were sent or mailed. Independent Bank claims payment was not made but as you can see clearly it was made.

Sincerely,

*******************************
Business Response
Date: 06/27/2024
See attached response to the rejected response. Thanks
Customer Answer
Date: 06/27/2024

Complaint: 21900041

I am rejecting this response because:

I opted for skip a payment for 2 months and that the balance will be added to the end of the loan.

Sincerely,

*******************************
Customer Answer
Date: 06/28/2024
Also, I wanted to point out on their first response On December 28, 2023 and January 13, 2024, an email was sent to the customer asking to contact the office but never received a response. The auto was assigned out for repossession because payments nor arrangements were received. On February 9, 2024, the account was paid current with payment of the December 15, 2023 and January 15, 2024 payments but then they provided that payment was made prior to Feb 09 which was on January 16. It was not even ********************************************************* for repossession. I dont know what the law states but Im pretty sure you have to be more than 60 days late of which I paid late fees.
Business Response
Date: 07/01/2024
Please find attached our response and copy of the October 2023 extension agreement. Thanks
Customer Answer
Date: 07/01/2024

Complaint: 21900041

I am rejecting this response because:

payment was skipped for October and November payment was made on January 16th with additional principal of over $100. Please send the contract that shows repossession will take place at 59 days passed FULL payment date late.

Sincerely,

*******************************
Business Response
Date: 07/01/2024
Please attached letter and copy of contract which references default and repossession.
Customer Answer
Date: 07/01/2024

Complaint: 21900041

I am rejecting this response because:
I have made 75 payments and never had this issue. I would like the correspondence sent to me that an attorney was hired and notification of repossession.
I have been a customer for almost 7 years. The company should waive all extra fees as we are at the end of the loan and needs to be paid off as a courtesy. Thank you.
Sincerely,

*******************************
Business Response
Date: 07/03/2024
Please see response
Customer Answer
Date: 07/03/2024

Complaint: 21900041

I am rejecting this response because: I never received any communication regarding this repossession. Please send a copy of the correspondence that I was to have gotten.
thank you

Sincerely,

*******************************
Business Response
Date: 07/03/2024
Attached are delinquency letters and 10 day letter all went without a response from the customer.
Customer Answer
Date: 07/03/2024

Complaint: 21900041

I am rejecting this response because:
these are all related to June delinquency and is dated June 25th. There is no other notices sent for November thru January 16th when payment was made. Please remove the charge. Also there is no notice of repossession. I should not be charged for something that never happened

Sincerely,

*******************************
Business Response
Date: 07/09/2024
Please find response
Customer Answer
Date: 07/09/2024

Complaint: 21900041

I am rejecting this response because:
provide invoices and receipts showing vehicle repossession proceedings so I can understand the charges. I was never notified of such and payments were made but late not more than 60 days please waive fees so I may make the maturity payment. This loan has been with you for 7 years and never had an issue. In addition, late charges have been assessed for **** that also need to be waived as this was an ongoing issue with this specific payment.

Sincerely,

*******************************
Business Response
Date: 07/09/2024
We have completed an exhaustive investigation into the complaint and provided documentation to the customer as per each request. The customer is unable to provide any documentation to dispute the reporting of the account. We have sought counsel and have been advised to request the complaint be closed unless the customer can provide any documentation. The response today outlined the reporting of the account and advised that no further investigation would be completed on the complaint.
Please advise what we can do to close out the complaint. Thanks
Initial Complaint
Date:01/26/2024
Type:Order 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.
Paid for a warranty that was closed in Oct 2023. Trying to get my refund. The dealership said they mailed them A ck Dec 5th 2023. Has yet to refund the money to me.
Business Response
Date: 02/01/2024
Please find attached response and documentation for the complaint.
Customer Answer
Date: 02/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

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

, ** 36260
Initial Complaint
Date:01/07/2024
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.
My jeep was totaled in ******** ********* paid it off. In mid December, I had a email reguarding late payments on my credit score. It was from independent bank, the sum was 250 dollars that was from warranty with the vehicles.. I never received any email nor phone call that I owed money..I have tried multiple times to make this payment, and each time when I do get somebody on the phone, they are unable to take a payment, and tell me to call back and ask for a specific person. When I talk to this person, he in unable to take a payment and tells me to call back.. I am at a total loss here, and my credit score is tanking. I called today when they opened and the lady told me to call back on Monday using the same automation to talk to somebody else, not giving any names
Business Response
Date: 01/08/2024
Please see attached information on the above complaint.
Initial Complaint
Date:11/09/2023
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.
In Dec of 2022 I was called by Independent Bank about my payment not going through. I called my bank and found out that there was a freeze on my bank due to fraud. In Jan my account was fixed and I called Independent Bank to get my bill paid in full. I was told my next payment was Mar 21st. So I setup bill pay through my bank starting the first week of Mar. I did not hear anything from Independent Bank again until this weekend when they said I owed them $215.76 for late charges that have been accruing. I said that's not possible I need to speak with a manager. Well no manager was there on the weekend. I looked up my bill pay and it showed my double payment in Jan and all my payments starting in Mar. So I called the bank and they told me that the Feb payment was not paid. I said that when I spoke to the lady back in Jan to make sure I am paid up through Feb so my autopay would be fine for Mar. Anyways that never happened. They waited until they conveniently racked up over $215 in fees before calling this weekend about a late payment. I said why was I not called in Feb or Mar, clearly you can see I pay my bills on time I have darn near a perfect credit score. Every month they got their pmt early, but because Feb was never sent in and I never was aware of it, I got charged a late fee for 8 out of the next 11 months. They said Mar pmt was for Feb bill which was late, then April payment was for March, which was then late and so on. This is unfair business practice especially since they never called me in Feb to let me know a payment was missed or late. They did right away in Dec of 2022 when I had bank fraud, so that set a precedent. I feel it is not fair that I have to pay 8 late charges when in reality only one bill was ever late and that was because we never knew it was not paid and that was Feb. Again had I gotten a call, I would have taken care of this issue right away, I feel the bank took advantage and kept stringing late fees together over past year to make more$
Business Response
Date: 11/13/2023
Please see attached response, contract and late notices for the compliant.
Initial Complaint
Date:10/18/2023
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.
This institute was chosen as *************** for a vehicle purchase. They have been mischarging, and incorrectly allocating the payments causing this loan to be thousands more than the original payment plan was designed for. They then refuse to answer the phones or return phone calls.
Business Response
Date: 10/26/2023
Please see the information and response from the above complaint.
Customer Answer
Date: 10/26/2023

Complaint: 20748554

I am rejecting this response because:
Not every month was the same amount put toward the principal. Also you charged me 3 times in one month. I dont agree with how this is done, Iv also read reviews and statements of others who say you have done the same to them as well. I will never do business with this bank again and will advise others of the experience I have had with them.

*************************
Business Response
Date: 11/07/2023
Please find the banks response to the rebuttal
Initial Complaint
Date:09/28/2023
Type:Product 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 around the beginning of September, I was I'll due to my disabling condition and had to have my daughter handle my personal business for awhile. In the course of doing so, I instructed her to fuel my car for $40 and pay a bill to USAA in the amount of $65.24. At the time I had an overdraft protection of $100 and had refund that was supposed to be deposited in the amount of $20 on 9/6/23. I subsequently received the refund by check and found that my account had been charged three fees. Once for the overdraft and twice for an electronic debit failure. I am very frustrated and upset. I need to speak with someone in management regarding these fees, in hopes that they can be adjusted. I am on disability and can barely stay afloat. I am I'll and exceedingly stressed, the deduction of these fees would contribute to the hardship I am currently experiencing. I hope someone will have compassion and assist me at this time. I do believe I have been and will continue to be a good patron.
Business Response
Date: 10/06/2023
Please see attached response to complaint.
Initial Complaint
Date:09/06/2023
Type:Product 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.
Ms. *********************** ********************************************************************* Re: Account Closing ******** AND SAFE DEPOSIT BOX ******) I reached out to INDEPENDENT BANK ************** answered the phone. I explained to him that I wanted to wire TWELVE HUNDRED DOLLARS ($1,200.00) to **********, ***********. I built a home over there. The purpose of sending the money was to put some finishing touches on the home. I asked ************** to prepare the necessary paperwork to send the wire and upon my arrival back in *******, I can run in and sign the paper so that you can immediately press the button to send the wire. Upon my arrival I was respectfully greeted by **************. I spoke to him and asked him for the paper that I needed to sign. ************** informed me that he could not send the wire. I asked him why. He said that he had no idea. He directed me to Bank VP *********************** office. ************** ask me to have a seat. He then handed me a letter that stated the bank will no longer maintain a banking relationship with me. I asked *************** if he knew the reason for the action. He stated that he had no idea. I was totally stunned. I immediately asked him if someone could give me a specific reason for closing my account. I was never given an answer. He gave Ms. ************************ name. My concern is the integrity of my name. The compliance department and *********************** refuse to meet with me for whatever reason. I now want to know what **************** and or the compliance department consider the violation (s) of bank policy or policies that they assume I committed. I am requesting a detailed response in writing. As a law-abiding citizen, I certainly have no desire to violate any policies set forth by *****************, (FRB), the ******* and the (SEC). Respectfully submitted,********************************
Business Response
Date: 09/18/2023
Please see attached letter to customer regarding the complaint.
Business Response
Date: 10/02/2023
We show we responded September 21st but please find our response attached.
Initial Complaint
Date:07/12/2023
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.
Im been harassed by this bank over missed payments or late fees I never missed a payment or was late they added to my credit report now my score dropped over 35 points
Business Response
Date: 07/13/2023
Please see attached email from the collections manager and supporting documentation for the loan.
Initial Complaint
Date:04/10/2023
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 have a fiduciary account where I am forced to send via money order with tracking information. The company has cashed out money orders called me 27 times , purposely removed my phone number from company contact information and falsely reported non payment information to credit bureaus. Significantly dropping my score 90 pts.
Business Response
Date: 04/12/2023
Please see attached response to the BBB Complaint. Thanks

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Independent Bank is BBB Accredited.