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Business Profile

Bank

Carter Bank & Trust

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 3 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/14/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 June 25th I attempted to deposit a check. They informed me it would take 2 days to get 5000$ of my money. I was going on vacation 3 days from that date of the check deposit. 3 business days went by and I still didnt have my money. I didnt get my money til 5 days after they told me it would only take 2. I disputed the 5$ charge for them forcing me to use my saving account after lying about the 2 day deposit. They also told me I would have the rest of my money after a total of 7 days. I didnt get they rest of my money for 14 days. I normally do large deposits like this every time for years and never had this problem. Ill be leaving this bank and request to have all my savings withdrawal fees returned to me for lying about the 2 day deposit. I also have the document they provided saying it would only take 2 days for the deposit to go threw but 3 days past and it didnt. I didnt get the first 5000$ until the 5th day. The employee there called me and lied about the deposit she said they didn't process my check until the following day of my deposit. That's not my problem and even if they did that's still 2 business days left on the week. They also refused my 5$. What a petty bank my whole family is leaving this bank ill make sure very everyone in town knows how terrible they are.

      Business Response

      Date: 07/18/2025

      Carter
      Bank’s Funds Availability Policy generally allows customers to withdraw funds
      deposited into their accounts on the same day we receive the deposit. However,
      in some cases we may delay the ability to withdraw funds. If we decide to delay
      these funds, the availability will be determined by the type of hold placed on
      the check. A large dollar exception hold was placed. All funds were made
      available according to the notice provided to the customer at the time of their
      deposit. Business days do not include Saturday, Sunday or Federal holidays. Due
      to a miscommunication in what a business day was, as a one-time courtesy the
      excessive transfer fees were refunded. 

    • Initial Complaint

      Date:02/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 logged into my carter's account today to see if my tax money had deposits and the website said they couldnt find a account. I called the customer service number and gave the lady my social and she looked into the accounts and said there wasn't one and i needed to contact my local branch. I went by my local branch and explained to them i have had this account since 2003 and I've never had a problem. I gave the lady my carter debit card and she said the last transactions she saw on the account was for December 2024. I told her i only use the account for my tax money and sometimes there isn't anything in the account towards the end of the year and i just wait until my taxes get deposit every February. She spoke with the assistant manager and she told her to call the help desk. She called and the young lady told her the account was closed because i hadn't had a transaction in 2 months. The lady then asked the manager what she should do and she stated i would have to open a new account. I told her i didnt want to. I want to know when my account was closed because i never received a letter and i have the latest account statement that was dated January 17, 2025. If the account was closed then why did i get a statement almost a month ago but no letter?

      Business Response

      Date: 02/24/2025

      In an effort to minimize risk to customers and consumers, it
      is Carter Bank & Trust’s policy to close any account that maintains a zero
      balance for 60 days. This information is provided to the customer at account
      opening in the Truth in Savings disclosure. 

      Customer Answer

      Date: 03/02/2025

      I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
      I didnt receive a closing letter until Friday 2-28-25 stating that I contacted you all. If my account was closed why didn't I get a closing letter before I contacted you all? 

      Regards,

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

      Business Response

      Date: 03/12/2025

      Carter Bank is not required to send account closure notices. It is the bank's policy to close accounts that have a zero balance for 60 days. This is disclosed in the Truth in Savings Disclosure that is provided at account opening. The letter referenced was not an account closing letter. Customer contacted our Customer Contact Center filing a complaint. Because the bank has a Complaint Policy to respond to customer complaints within 10 business days, a letter was sent providing resolution to the complaint in question. You can open a new account online or at your local branch. Again, in efforts to minimize risk to customers and the bank, it is
      Carter Bank’s policy to close any account that maintains a zero balance for 60
      days. While we recognize this is not the desired resolution, we hope this helps
      clarify why the account was closed. 

      Customer Answer

      Date: 03/12/2025

      I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I didn't receive a closing letter until last week which was after i contacted you all. Why wait until i contact you all and then send a letter and i was suppose to receive a phone call to let me know if i didn't make a deposit with a certain amount of days that the account will be closed. I have had this account since 2003 and never was i told if i had a zero balance the account would be closed and i have had zero balances over the years and it never was closed!

      Regards,

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

    • Initial Complaint

      Date:02/11/2025

      Type:Product Issues
      Status:
      Answered
      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 made a purchase in October 2024 to a craft company. It took a long time to receive it so I thought I had more time to cancel it. Two days after receiving the package, I got a charge of $54.95 from the company. I immediately canceled the subscription and emailed for a refund. They refused. I disputed it with the bank who then issued a provisional credit. I sent the package back as soon as i received it in November. Carter just reversed the credit and issued an overdraft fee. So now the company has my money and their product and I'm out both. This is my last attempt to handle this legally.

      Business Response

      Date: 02/18/2025

      The investigation of the disputed transaction concluded no
      evidence of a cancelled subscription. Therefore, the customer was notified the
      provisional credit would be reversed five business days from the date of the
      letter. The insufficient funds charge was final credit and not reversed. 

    • Initial Complaint

      Date:08/24/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 banker has been charging my dormant fees. I have attempted to close the account by providing the required KYC data which includes account number and social security. However, the bank wanted the address of the branch where the account was opened. I didn't have this information and the branch was closed over a year ago and located more than an hour from my house. As a result, the manager refused to close my account and will continue to charge me $7 per month.

      Business Response

      Date: 08/31/2022

      Good Afternoon,   I am responding to complaint ID of ********. At the same time of filing this complaint the customer was working with one of our local offices to settle and close the account.   Respectfully,   ******** ** ****** Compliance Analyst 

    Carter Bank & Trust is NOT a BBB Accredited Business.

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