Complaints
This profile includes complaints for Busey Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 17 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/06/2023
Type: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.
Busey Bank never contacted me regarding a “collections bill.” They have me in Chex systems as if I owe them money but I do not have record. I contacted them Friday and the agent I spoke with explained to me the charged and I explained the account was closed. She confirmed it was not closed properly and it has accrued extra charges. I am asking for the NSFs and service fees to be waived due to the lack of communication from Busey bank.
Business Response
Date: 03/23/2023
Busey has addressed the customer's complaint internally. Thank you for reaching out and providing important feedback.Customer Answer
Date: 03/27/2023
I am rejecting this response because I never received any responseBusiness Response
Date: 03/31/2023
A Busey associate attempted to contact the complainant via phone call twice before making contact on March 7. This associate explained to *** ****** why the charges could not be refunded. Since then, however, the remaining balance on the charged off account has been cleared.Customer Answer
Date: 04/03/2023
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.Can you please send me a letter or an email confirming the cleared charges?
Initial Complaint
Date:11/17/2022
Type: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 a notification from text and on the mobile app saying they posted a credit from Liberty mutual for $48.22 & they have my money they will not release my money here is all the proof they will not release It I will be taking this bank to court on
November 21 2022 here is my proofBusiness Response
Date: 11/21/2022
Customer's complaint was noted and passed along to the Relationship Manager. RM reached out today 11/21/22 to inform customer that a refund was issued on 11/18/22.Customer Answer
Date: 11/23/2022
I am rejecting this response because:
Since November 3rd I've never got my order for a cat litter. I called ******** and they never would deliver it to me. They said the delivered it but I never got to my house. I've got the the first delivery on November 17th, not the second order for the cat litter from November 3rd they said they're going to reorder it and have it here by November 21st 2022 I emailed and call them over and over and over. Then I went to my bank to get the refund and the bank will not give me the money back so the bank will not respond to get my money back. So I emailed busey bank on my mobile app over and over and over and over and over since November 7th and they will not respond to me to get asking me why why why this why that why this why that and I told them why over and over and over and over piece of **** and garbage bag they will not do a dispute on this and I asked them to do it and it will not do **** here is the picture of why I've asked for my money backInitial Complaint
Date:10/31/2022
Type: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 mother passed away on Sept 20, 2021 and had received her VA Pension check which I was Personal Rep for .In Oct/Nov 2021 I went into the location to close out the account with her death certificate and was told by the banker at the Del Prado Cape Coral Location that I would need to get papers from court saying that I was entitled to this. Would not let me close it out. Got papers from small claims which cost $231.00, the account had $1244.00 left in this. Went back to close this account Sept 9, 2022 with documents they were going to close out account and give me the check until I realized that I did not have my license, where I was told to email a copy of the license the same day and they would close out account and put check in the mail. I waited for the check in the mail this dumbbell behind my back sent it back to the Veterans without even notifying me. I waited 2 weeks and my wife emailed the girl and this when I was told they did this. I spoke to the VA about 2 months after she passed away and they had told me that they would have already pulled it out which they didn't. If I would have had my license I would have walked out of there with check in hand . In recent years they have closed many branches between Cape Coral & Port Charlotte because of declining deposits , the worst bank in Florida. I was contacted by the Branch Manager who was going to contact the Regional Manager about getting a refund on the fee for the court documents that they said I needed and was told that she would get back to me within a day. Over a month has passed and never got back to me about this. I would never have gotten the court documents if they were just going to send this back.Business Response
Date: 11/10/2022
The customer's complaint has been acknowledged and passed along to the appropriate parties. This matter will be handled internally and the customer will be contacted to discuss this matter and find a solution.Initial Complaint
Date:08/16/2022
Type: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.
My husband had a loan with Busey Bank for his car. He passed away and because the loan was in his name, I needed to send our will and his death certificate and then payout the loan in order to get the title sent to me. (They wouldn’t transfer the loan to me so this was my only course of action) I did all of these things immediately. They cashed my very large check paying out the total remaining balance on the loan on 7/25/22. (I sent it on 7/19/22) Today is 8/16/22 and I still have NOT received the car title from them. Due to the license plate expiration on 7/31/22 I have been unable to drive the car because I cannot get any renewals from the DMV until I have the title. Busey Bank seems fraudulent in their handling as they told me they would be sending the title in 8/4/22 and when it didn't arrive they told me it would be sent from a 3rd party and they didn't know when and it was out of their hands. Multiple phone calls later a supervisor at Busey told me they asked the 3rd party to send it. It still hasn't arrived.Customer Answer
Date: 08/17/2022
Okay — the car title actually has arrived now so no longer need any action on this from Busey Bank as I originally requested/submitted on the form. It was still super delayed but but now that I actually have it in hand I don’t need anything more. Thanks so much for your help in getting me the form so quicklyInitial Complaint
Date:07/26/2022
Type: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.
Hello, my debit and credit was hacked by someone on Walmart.com for 5 separate payments of 373.89 in the same day I called Busey to inform them. They concluded there investigation stating *********** says due to them having all my info which was on file that they can't give me my money back this was clearly fraudulent activities. Walmart also stated that they don't have the best security an they sorry that this happened to me. This is unacceptable they took almost 2000.00 dollars I don't have that kinda of money to give away. PLEASE HELPBusiness Response
Date: 08/15/2022
Busey is aware of this issue and is working towards a solution that is acceptable for the complainant. The complainant has been visiting her branch and working with the Branch Manager frequently over the last week to come to a viable resolution.
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