ComplaintsforCarter Bank & Trust

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 16, 2021, I went to Carter Bank and Trust to make a deposit through the drive thru. I had two checks in the amount of $1,558.37 and cash in the amount of $800.00 I placed all of it in the box and sent it to the teller. The teller the sent receipt back as I was driving off, I notice the amount was incorrect the cash amount was not included. I immediately went back through the drive thru and the teller stated she did not get any cash I then ask for her till to be counted. I went inside the bank and spoke with ******* ******** the branch manager she stated she would give me a call later that day, which she never did. I then called ***** ***** the Division Manager and he told me that I would be able to view the video on Friday September 17,2021. September 17, 2021, I called ******* ******** left a message never received a return call. I then went to the I to the bank she stated that she had heard from technical support, and she could not let me view the video until she heard from them. September 20, 2021, I received a voicemail from **** ****** and he stated he was the investigator. I left a voicemail for ***** ***** to return my call because ****** ******** had not called me. ***** ***** did not and still have not returned my call. September 21, 2021, I called ****** ******** to get in contact with **** ******. I talked with **** ****** and he stated he would investigate and give me a call back. September 29, 2021, I called ****** ******** to get in contact again with **** ****** which he stated he was still investigated. September 30, 2021 received a call from **** ****** stating he was still investigating I have not heard from him since this day. I want my money returned to me and would like to review the video tape.

  Business response

  01/25/2022

  Thank you for bringing this case to our attention. Carter Bank & Trust performed an investigation of this incident. Our internal Investigator notified Ms. ******** on September 30, 2021 of the outcome. Video surveillance was not released to the customer; as it is standard policy and best practice to not allow anyone to view our video footage for safety and security reasons unless a court order, search warrant or subpoena would be properly served with legal documentation. A letter was sent to Ms. ******** outlining the investigation and outcome on January 24, 2022.If you have any further questions, please do not hesitate to reach out.Yours sincerely, ******** ****** Compliance Assistant ******** ******

*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. ↩