Reviews

This profile includes reviews for Heritage Bank, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Heritage Bank, Inc. has 20 locations, listed below.

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  Heritage Bank, Inc.

  1818 Florence Pike Burlington, KY 41005-7933

  
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  Heritage Bank, Inc.

  2101 Medical Arts Dr Hebron, KY 41048-8495

  
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  Heritage Bank, Inc.

  647 Monmouth St Newport, KY 41071-1810

  
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  Heritage Bank, Inc.

  3600 Decoursey Ave Covington, KY 41015-1438

  
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  Heritage Bank, Inc.

  9749 Montgomery Road Montgomery, OH 45242

  

Review Details

• Review fromA. V.

  Date: 02/04/2025

  1 star

  A. V.

  Date: 02/04/2025

  Location 7434 US 42 Florence, KY
  I was a customer at this branch for 3 years. I had a checking, savings and in 2023 & 2024 I opened a CD account. Bad decision, I believe I was gaslighted.
  I used their billpay/electronical service & I received a late payment fee on one of my utility accounts. I found out after much footwork that a check was sent instead of electronic. A customer has no choice in the matter in which to send payments, electronically or a check by the bank. Also, I learned that the utility company changed their PO Box in which I was not aware. The billpay department & the branch said they would not pay the late payment fee because the address had changed.
  I made a screen print from my bank account in which it clearly states that the bank will be notified by the company if their address changes. I mentioned this to the female behind the glass office & she said no.
  This particular utility company which is local, that was sent a check by the bank, had changed their p o box 3 times in one year. I didn't have a late payment on my account for those address changes.
  4 of 11 of my bills, the branch writes checks for, I wonder why they can't be electronically sent, very strange.
  I believe I was gaslighted, they wanted me to move on, take my business elsewhere because I was making money off of the bank by having a cd account also. Needless to say, I closed all my accounts & moved to another bank.
  Maybe this is why banks can make your electronic payments late by sending a check instead, you know, a way to gaslight you so you will move on.

  Heritage Bank, Inc.

  Date: 02/14/2025

  We apologize for any inconvenience that the customer might have incurred. However, the BillPay payee is responsible for alerting customers to changes in the payment process (including address) and the customer is responsible for updating the mailing information in BillPay. The bank is always willing to assist the customer when making these changes. Additionally, the BillPay system does send payment by ACH, but there are circumstances where the payment will be made by check (example: when the payee does not accept ACH). The customer is always welcome to contact the bank at ************ for additional discussion or questions.

  A. V.

  Date: 02/20/2025

  Thank You for your response. You are correct, the utility company does not accept electronic payment from banks, only checks, I called the utility company for this verification. So, the late payment I received was because the check was sent late, only 6 days prior to when I asked the payment to be made. The bank fails to acknowledge that I stated in my review that I have, from my account on the bank website, a screenshot printed in which it clearly states under the company name, “THE COMPANY CONTACTS US DIRECTLY IF THE ADDRESS CHANGES”. This is a false statement and should be removed from all BillPay companies listed on accounts that use BillPay with your bank, otherwise the bank has the opportunity to gaslight its customers at the bank's convenience. I asked to include this screenshot, but the BBB cannot accommodate.