ComplaintsforSunflower Bank, National Association

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After the recent death of our mother, ************************** I provided the bank with a copy of the original trust agreement, the certification of the trust, death certificates and driver license info on August 2nd, ********* needed this to close out the account and issue a check to the trust. Their compliance officer came back to us requesting an updated certification of trust. This updated certification of trust was provided to the bank on 8/19/2024. On 8/20/24 they notified me by phone and email that the certification was not valid and requested the following information: "our compliance team reached back. They said the certification of trust provided was not sufficient to claim the account. They asked we receive a certification of trust stating that both co-trustees are deceased. As well as it states that the successor trustees are promoted to trustees with their identity and current address."We find their requests are unreasonable, especially in light of the fact that my parents brokerage account with ****** ******* processed same requst for distribution of assets with the information provided to them. Why First National 1870/Sunflower Bank is being so difficult is unknown. Unfortunately their push back has us in a precarious situation. We cannot pay funeral expenses, income taxes, property taxes or medical expense incurred prior to *****'s death due to the mishandling by First National/Sunflower Bank.I formally request the Better Business Bureau please advocate on our behalf and help us bring closure to this very unfortunate situation.Please let me know if you have any questions or if I may provide any documentation to assist with this closure.Sincerely,****************************

  Business response

  09/17/2024

  On August *******, a conforming certificate was presented to Sunflower Bank. The co-trustees thereafter closed the existing account and opened a new one. Sunflower Bank is confident that all issues raised in the complaint have been satisfactorily resolved. Sunflower Bank thus requests that this case be deemed resolved.

  Customer response

  09/18/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  After 40+ years of First National ************************************************************************************************ downtown ******************************** buys the bank and are cancelling the contract and kicking them out because a local gallery employee assaulted the Society of Artist's night security guard (not a bank employee) which turned into a confrontation. They need to restore this relationship and support the local art community. This is the 3rd largest art market in the country! They are losing customers over this. I am not an artist or member of this group. I collect many works from the artists of this organization.

  Business response

  09/10/2024

  Our business relationships with third parties are confidential in nature and will not be divulged in a public forum. We thus respectfully request that the complaint be dismissed and closed

• Initial Complaint

  07/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My credit card through Sunflower expired 7/23 and no replacement ever came. Come 3/24 I make a call asking for a replacement and request a change of address as Id since moved. The replacement was sent and I received a letter stating my address had been changed to the address of my previous residence I had requested the change from in a different state. They sent my card there. I call again and make another change of address to the MA address Id originally requested, they apologize, cancel the card and send a new one. I get the mailer with correct address, but no card ever comes. Its now May. I call again and request a new card once more or Ill close my account. This time I get the card only for the physical card to not work. My balance is low, and I can make purchases online, but anything I try in person declines and never clears from my account. I call customer service and get passed around for an hour only for the agent to say she had never seen this before and that the code was coming up blank but she could tell it was the bank declining it. She passed it onto her manager who she assured me was on the clock and would call me fast. He did not call me. A year of no credit card, still being charged fees/interest. Not sure how the bank can continue to operate like this.

  Business response

  07/18/2024

  
  Customer and ********************** Banks customer service representative visited on July 15, 2024 about the issues expressed in the BBB complaint submission. Sunflower Bank is confident that all issues raised by Customer in the Complaint have been satisfactorily resolved.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a Sunflower Bank account, they didn't tell me my checking account would have a monthly fee, I never received a phone call or email, they mailed me the notice but I never received it, poor communication

  Business response

  04/02/2024

  Sunflower Bank, N.A. (Sunflower) is in receipt of the complaint filed by *********************** (****). Sunflower has no record that **** has ever held an account at **********************.  Sunflower therefore requests that Conns complaint be dismissed.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I got charged overdraft fees, on November 22th 2023 I'm out of the country, they charged me for overdraft fees, which I cannot see in any statement since they closed my account, I want an explanation since the amount looks excessive, also I would like to see a statement to see why, where or what triggered those overdraft fees, I'm trying to reach by phone they put me in hold or tell me they will get to their supervisor and call me back every time I explain my case, once after 30min. in hold they got back and transferred me to ***************** after another ****** holding on the line the call just got cut off. That happens every time I'm trying to get this solved.I'm dialing ******* **. Branch ************, worst customer service I've experienced.

  Business response

  03/04/2024

  We are working to contact this customer in order to discuss the issues that led to his complaint.  Please extend the response date to 3/28/2024 if possible.

  Business response

  03/27/2024

  On March 26, 2024, Sunflower Bank officials and customer conferred about the details of his overdrawn checking account, at which time customer agreed to pay the overdrawn balance along with associated fees. Sunflower Bank is thus confident that all issues raised by customer in the complaint have been satisfactorily resolved.

  Customer response

  03/27/2024

   
  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.
  

  I would only like if possible and since this was made by a transfer that the amount has been successfully paid.

  Sincerely,
  
  *****************************

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had no option than to go through Sunflower Bank for my HSA account through work back in 2018/2019. Shortly after, the bank in my hometown closed and the nearest is 1.5 hrs away. After finally receiving my HSA card, the pin provided did not work. Every time I call to try to get my PIN number reset, it is at least an hour wait and then I am disconnected. When finally reaching someone, they were to send me a new pin (which for whatever reason has to be mailed???). I never received it. Start the process in this never ending cycle of not being able to access my money and my account slowly dwindling from fees from not being able to access my account. Finally, FINALLY, reach someone today 1/13/24 to get things situated and they said that they cant do anything about it because my account is inactive due to inactivity and that I have to drive to the nearest location (again 1.5 hrs from me out of state) to go through the process of reactivating my account. ****** ID ************************************************************************************************************************************************* to access MY money that the bank has been holding hostage. I started with around $900.00 in my HSA account and now only have $254.99 because of their fees and not being able to access the account. WORST BANK EVER and has no business in handling anyones money. They are stealing from people and make it completely impossible to access their money! I would give 0 starts if that was an option.

  Business response

  03/27/2024

  On March 7, 2024, Sunflower Bank officials and customer conferred about the details of the ************** Account and steps that must be undertaken to get the account reinstated from its dormant status, fees waived, and possible disputed transactions resolved.  Sunflower Bank is thus confident that all issues raised by customer in the complaint have been satisfactorily resolved.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I have a credit card through this bank. I make monthly payments on my account. The account was supposed to be set up for automatic debit from my bank account for monthly payments. It routinely falls off the deduction. I have called and complained to let them know this. I have to watch payments every monthly to monitor it. 10/2023 I went to make the payment the first week of November. I had already been locked out of my account and the bank and submitted my account for legal action. They continued to send me notifications and mail to avoid further action, but refused to talk to me and made me go through the attorney despite their documentation stating that was able to take care of the account. Now they are trying to make me pay attorney fees and settle the full balance when they purposing locked me out of my account. Not to mention that technically I was ahead on payments due to having paid the entire balance in full back in April. They refuse to discuss the matter and are purposing causing pain and suffering to their client.

  Business response

  03/04/2024

  On January 30, 2024, Sunflower Bank and the Customer entered into a written agreement resolving the indebtedness referenced in Customers complaint.  Sunflower is confident that all issues raised by Customer in the complaint have been resolved to the satisfaction of both parties.

  Customer response

  03/04/2024

   
  Complaint: 21074187
  
  I am rejecting this response because: they threaten legal action which I should not have been subject to for all the reasons I previously stated. By threatening legal action this put me in a difficult situation as I also work in the legal field. I did not sign any agreement. I merely told the attorney I would pay what I rightfully owe. However I advised the attorney that this matter should have never reached this attempt due to the reasons I listed in my original complaint.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Contacted Guardian mortgage, ********************************* and *************************** on ********************************** *********************, Office: ************** My loan ******* On Sept 28, 2022 and Sept 30, 2022 I made double payments for my monthly payment.One is $1,652 the second payment is $1,655.09 total payments are $3,307.09 My amount due for October is supposed to be $254.27 interest and $1,308.47 principal balance. So my interest for that period should be $254.27 applied and $3,052.82 payment should go to my principal reduction, because my total payment is $3,307.09 Instead, on the next statement on Oct 17, 2022, my payment was applied $504.76 interest and $2,802.33 principal reduction. I am looking to get credit back of $250.29 , ******** took away my money and effectively they charged me double interest for the month.I need this $250.29 to be credited to my principal ASAP or a check issued to me Both ********* and ******* said they can't help, they say the cutoff date is back in March 2023, but I as a customer, has never received a disclaimer or any legal document about the cutoff date to rectify what they claim is a lack of oversight on my part. They said I should have contacted them sooner.I found it ironic that as a customer if I make less payment than required, they will send me to credit agency and ding my credit history, but when I made overpayment on interest, they keep quiet about it and they said I can't get my money back in any way. This is Guardian mortgage system error, the system automatically took my money and put them towards double interest that month , instead of applying the payment just to cover the required ONE month interest and applying the rest to principal balance.Guardian mortgage should have programmed their system, so if the interest for upcoming one month is already paid, the remaining overpayment should go to principal automatically, or flag it so they contact me the customer on time. Could you please help me? thank you, my statements are attached

  Business response

  06/26/2023

  Please see the attached Bank response.

  Customer response

  06/30/2023

   
  Complaint: 20213067
  
  I am rejecting this response because:

  The letter from ************** it referenced "***** Home Equity Note dated July 15, 2023 between Customer and the bank".

  But July 15 , 2023 is in the future. Now is only June 30,2023.

  I'm not signing anything on July 15, 2023 with the bank

  so what is ************* trying to reference here?

   

   

  Customer alleges ********************** failed to properly apply payments on a home loan.
  

  Sunflower, however, applied the payments in accordance with the contractual provisions
  in the ***** Home Equity Note between Customer and ********************** dated July 15, 2023
  (Note). Specifically, Section 4 of the Note obligates Customer to notify **********************, in
  writing, if a proffered Prepayment should be applied as a principal reduction on the Note.
  Customer failed to provide such written notice.

  Sincerely,
  
  *************

  Business response

  07/13/2023

  On July 7, 2023 a date typo was identified within the original Bank response letter.  I was unable to directly upload the corrected letter so I sent an email to *****************************************.  On July 11, 2023 I received a response from the BBB that I could email the corrected letter to Accredited Business Resolutions Team <**************************************** and they would upload it to the case.  The corrected letter was submitted on July 12, 2023.
  
  I have also attached that letter as part of this response.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ************* rude and unprofessional. She/ he asked me inappropriate questions and did inappropriate risks concerning/regarding my account and my personal information. I do not want him working on or in my account. He yelled at me for no reason. Please take care of his disrespectful attitude and actions. Thank-you.

  Business response

  06/09/2023

  Please see the attached Bank response.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ****** in customer service at ******* hung up on me. 2) I called back she said she didnt hang up and transferred me to a voicemail and did not communicate that to me. 3) she was deragatory and called me names and laughed at me- very unprofessional.4) I asked her to transfer to **** branch-she said no one was there. 5) I asked her for the number to **** and she would not give it to me. 6) I told her I would ****** it myself. 7) I know that someone is at the **** branch. 8) I can ****** the number myself and take care of it. 9) she is either unintelligent or this was on purpose-it was on purpose. No one is this unintelligent and unprofessional. 10) I called Zeek-the **** location. He took care of it. He was polite. I reported ****** to Zeek. It is important ************* the bank one goes to. Thank-you ****.

  Business response

  05/15/2023

  Please see the attached response letter.

*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. ↩