ComplaintsforCentennial Bank

• Initial Complaint

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  At or around 9:30 this morning, I got in contact with the Chenal branch manager **** **** about getting some overdraft fees on my account removed. I thoroughly explained to **** my situation (just recently moved) and got education from **** on how overdraft fees work in order to understand for future reference, and stated he would be forgiving some of my overdraft fees in his words, "within an hour." 5 hours have went by, and I have checked my account multiple times to see if **** did what he said he would do. I called the Bowman location at 2:10 pm and requested an update from **** about him forgiving some of my overdraft fees. The bank teller said, "he is busy and will be for a long time." I am assuming that **** either completely ignored my request or decided not to go through with the request at all. I am demanding an explanation behind this and I am very frustrated. If this matter does not get resolved I will be switching banks.

  Business response

  11/17/2023

  Centennial Bank reviewed the account upon receipt of the complaint. The Market Retail Leader called the complainant on November 17, 2023, to advise and confirm that the Branch Manager had refunded the agreed upon overdraft fees as a courtesy on November 8, 2023, before the close of the business day. The Retail Leader apologized that the Branch Manager had been extremely busy that day and for the perception of being ignored. The Bank appreciated the chance to address the complainant’s concerns.

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Requesting copies of all the loans that I signed on behalf of Evangelistic Baptist Church. I requested these documents on February 28, 2022 by email to *****************@my100bank.com. Initially I was given the incorrect email address. I have been requesting all loan documents that I signed on behalf of Evangelistic Baptist Church. On February 28, 2022 **** *********** responded to my email and forwarded it to ****** ************ and ***** *******. I did not receive a response from either person. But, I found it odd that ******* ****** had attempted to call me on February 28, 2022. I suspected that ****** ************ had called him. She did not respond to my email requesting the documents. On March 04, 2022 I sent another email to **** *********** inquiring about the status of the copies of the loan documents. She forwarded my email to Ms. ***** and Ms. ******* again. No response. March 07, 2022 I emailed Ms. *********** again requesting Centennial Bank CEO contact information. She forwarded my email to Ms. ***** and Ms. ******* again. March 07, 2022 I received a phone call from Ms. ****** She was extremely rude. She was talking to me like I was child- rough and not pleasant. My phone conversation with her was not pleasant. My wife had to intervene. She talked to us with hesitation about giving me the copies of the loan documents. She told me that it takes a long time and she basically didn't have time for me because she had to work as well. My wife asked her if she received my emails and did she call ******* ****** when she received my email on February 28, 2022. She wanted to put her manager on the phone. We told her to please put her manager on the phone. She did not. I am wanting all the documents that I signed on behalf of Evangelistic Baptist Church. Including the side loans or unsecured loans for the church. Ms. ***** sent some loan documents today but, she hand picked them. I am requesting all the documents- including every page.

  Business response

  05/04/2022

  Business Response /* (1000, 8, 2022/03/28) */ Centennial Bank had previously responded to a prior complaint through the ASBD on 03/22/2022. Please accept this correspondence from Centennial Bank (Bank) regarding the complaint case referenced above to ****** ********** (complainant). On February 28, 2022, an email was received via the Bank's Loan Servicing group email concerning a request for a copy of all loan documents signed by the complainant for Evangelistic Baptist Church. The request was forwarded to the assigned Loan Officer that same day. A follow up email for a status update was received on Friday, March 4, 2022, and was again forwarded to the assigned Loan Officer. The assigned Loan Officer contacted the complainant via phone on Monday, March 7, 2022, concerning the request. There was no answer and a message was left. The Loan Officer eventually spoke with the complainant, who confirmed the request for copies of all loan documents which contain his signature on behalf of Evangelistic Baptist Church. The complainant was unable to provide any details (loan numbers, dates, amounts, etc.) for the loans that had been previously paid off. All loans to Evangelistic Baptist Church were paid in full previous to the complainant's request on March 7, 2022. The Loan Officer advised the complainant that extensive research would be required and this could take some time. The Loan Officer contacted the Pastor, who was primary contact and signer on the loans, in an attempt to gather more information concerning the complainant's requests. After researching, it was determined that Evangelistic Baptist Church executed two loans, to which the complainant signed in his capacity as Deacon. The Loan Officer called the complainant on March 8, 2022, to go over the loan documents in detail. The complainant's spouse attempted to elicit a conversation. The complainant's spouse was not a signer on the loans, and therefore, no information could be provided to her. The Loan Officer responded to the complainant, that copies of the loan documents could be sent by email and by mail. Copies were emailed and mailed to the complainant on March 8, 2022. The Loan Officer called the complainant on March 9, 2022, to confirm receipt of documents, but there was no answer. Subsequent to the response to the initial request, an additional loan was found that the complainant had signed and guaranteed personally. Documents for the loan were mailed to the complainant on March 17, 2022. Centennial Bank takes all complaints seriously and anticipates that the information provided satisfies the complainant's request for documents. Consumer Response /* (3000, 10, 2022/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I requested a copy of all the loans that I secured on the behalf of Evangelistic Baptist Church. I am requesting every page of the loan documents and not the handpicked pages of the loan documents the loan officer sent to me. Each loan documents there were several pages I had to sign not the one page that the loan officer has provided. Also, I am needing a copy of the loan that I secured on the behalf of Evangelistic Baptist Church showing that it is paid in full loan number ending in ***** I want an explanation in reference to the loan officer not responding to my initial emails and instead she called ******* ******* The loan officer stated that she had to call information to provide me with what I was requesting. The loan officer called ******* ******* The church was it's own entity. We all had equal responsibilities for this loan. The loan officer made it look as if ******* ****** and **** ****** were the sole owners of the church and loan with the last modification that they did to sell the church on October 15, 2021. I did not sign anything to have my name removed.. I need to know when my name was removed from loan ***** and documentation showing my name removal. This loan ending in **** is separate from the original loan ending in ***** There are several more unsecured loans that I secured with Centennial Bank on the behalf of Evangelistic Baptist Church. The loan officer stated that she can't locate it. She originally told me that it was two loans that I secured from the bank on the behalf of Evangelistic Baptist Church but, eventually she found three loans. There's several more that I secured for the church. I was not provided copies of none of the loans that I secured for the church. I am needing to know why the loan officer continued to ignore my emails request that was forwarded to her. She found the time to call ******* ****** but not respond to my emails. The only reason she responded is because I asked for the CEO's contact information. I am needing the CEO's information. I wasn't provided with the CEO's information when requested. I need documentation that the CEO of Centennial Bank is aware of my complaint and this situation. Business Response /* (4000, 14, 2022/04/28) */ Please accept this as response to the rebuttal statement of the complainant. Centennial Bank has provided the complainant with copies of the loan documents identified with the Bank's internal research as a courtesy. The Bank identified three loans that were paid in full previous to the complainant's request and provided the signed notes. The complainant was unable to provide any details (loan numbers, dates, amounts, etc.) of the loans to Evangelistic Baptist Church for which he is requesting additional documentation. Centennial Bank has previously responded in detail to the Arkansas State Bank Department and believes appropriate actions have been taken in regard to providing loan documentation without specific detail on the loan and documents being requested. Centennial Bank has provided all documents to the borrowers required by law or regulation.

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