Complaints
This profile includes complaints for Republic Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 62 total complaints in the last 3 years.
- 19 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:06/03/2025
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.
About 6wks ago I called this company to cancel the autopay on the account and make arrangements to call in the payments when possible. I had been advised that if I could not make the payment within 30 days that the account would be sent to collections. Upon checking my bank account this morning I noticed a charge from this company in an amount higher than the agreed upon amount and unauthorized by me. Upon calling the company and after the representative confirmed the auto[ay shut off prior to today’s date. He was also able to confirm that the account was written off prior to the June first ‘payment.’ In summary, my bank account was charged after a cancelled auto-pay(confirmed by Republic) also after the account was charged off(also confirmed) and without my authorization. The representative verified that the auto pay was deactivated prior, however also shows that it was deactivated on the first of June. By the conclusion of the call the representative said that he could only make a note of the incident. However this should not have happened and it was noted as a system error. I’m am not sure how to handle this situation and believe others should be aware at the very least..
Business Response
Date: 06/13/2025
Please see the attached responseInitial Complaint
Date:04/30/2025
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 had my federal tax return processed thru Republic Bank via my tax preparer. Got state refund March 6th no problem from IRS. For a month I have been given the run around about where my federal refund is. Long story short Republic stated that the initial test direct deposit failed to my credit union so only a check would suffice. Why they couldn't try it again they couldn't/wouldn't explain. So now I have to drive across Md to my tax preparer's office to physically pick it up in person. There is no other option. Thank God I'm not disabled or this would be even more of a nightmare. I'm sure they tacked on a fee since direct deposit is free. Electronic transfers are safe and easy but not for Republic Bank. I have never had this problem with any financial institution before . This is so unprofessional. Never again.Business Response
Date: 05/09/2025
We are in receipt of your recent complaint to the Better Business Bureau. As we understand it, your
concerns are regarding the timeliness of receiving your federal tax refund.
Our records show you filed your 2024 federal tax return on February 27, 2025, using the tax preparation
services of Lancelot Financial Tax Services, to prepare and submit your tax return. For added context,
when a consumer selects a refund disbursement option other than to receive a check sent by the Internal
Revenue Service (IRS), or respective state’s Department of Revenue, directly to the consumer; the refund
is transferred (Refund Transfer) to a third-party bank for processing in the manner the consumer selected.
As Lancelot Financial Tax Services uses Republic Bank as their issuing bank for their clients’ Refund
Transfers for the 2024-2025 tax season, your tax refund was sent to Republic Bank for processing and
disbursement.
Our records show that on February 27, 2025, you completed a Republic Bank & Trust Company Bank
Product Application, where you applied for a refund transfer for your federal tax fund. When you applied
for the bank products, you were presented with and required to agree to the Republic Bank & Trust
Company Bank Product Application and Agreement (“Agreement”) if you wanted to proceed with the
application process; you acknowledged your acceptance by signature on the application dated February
27, 2025. This Agreement outlines, in detail, the terms of the bank products you applied for, including
fee details.
On March 1, 2025, we attempted a $0.00 prenote deposit to the bank account you provided in your
application to ensure that once your federal refund was received and processed, there would be no issues.
Your bank responded to the prenote test advising that there was no such account on file. As such, the
disbursement method was updated to check for you to pick up at your tax preparer’s office.
On March 6, 2025, we received your 2024 federal refund totaling $2,575.00. As detailed in the
Agreement, we deducted the agreed upon fees from the refund and generated a check file for $2,165.05
for your tax preparer to print in office.
On April 29, 2025, you contacted us and stated you had not received your refund. You were informed of
the direct deposit issue and that as a result of this issue, the disbursement method was switched to check
which could be picked up at your tax preparer’s office. We advised you to contact your tax preparer to
submit a “Reissue Check Form” for us to send a new check file to the office to print.
Later that same day, Lancelot Financial Tax Service submitted the Reissue Check Form and the check file
was reissued to the office and printed that same day for pick up at your convenience.
Our records show the check was cleared May 7, 2025.
Should you have any additional questions, please contact us directly at 502-420-1147 Monday – Friday,
8am-5pm ET.Customer Answer
Date: 05/15/2025
Complaint: ********
I am rejecting this response because:I have had the same credit union banking account for over 30 years. For Republic to state that they tried to "check" the direct deposit would go through and my credit union told them that my account didn't exist is laughable. The same paperwork I signed for my tax preparer with my direct deposit information was sent to the IRS. My state refund was sent to my account with no issues, as it has always done. In this day and age, electronic transfers are the norm and the fact that I have no recourse or knowledge about your testing is disgraceful. I am also not pleased with my tax preparer's handling on this issue. I just have to take your word for it that it didn't work. At the end of the day I got my refund and I am not and never did dispute the fees in your paperwork. I will never be using your service again regardless.
Sincerely,
******* *****Business Response
Date: 05/21/2025
We are in receipt of your additional communication to the Better Business Bureau. As we understand it,
your concerns are regarding the timeliness of receiving your federal tax refund.
As previously stated, on March 1, 2025, we attempted a $0.00 prenote deposit to the bank account you
provided in your application to ensure that once your federal refund was received and processed, there
would be no issues. Your bank responded to the prenote test advising that there was no such account on
file. As such, the disbursement method was updated to check for you to pick up at your tax preparer’s
office.
We appreciate your feedback on this matter and apologize for any inconvenience this may have caused.
Should you have any additional questions, please contact us directly at 502-420-1147 Monday – Friday,
8am-5pm ET.Customer Answer
Date: 05/22/2025
Complaint: ********
I am rejecting this response because: Your response is just a duplicate of your original response. You didn't address the obvious point in my complaint at all. Looking at my documents, you can clearly see that you and the IRS received the exact same direct deposit information. And yet you claim my credit union told you that my account didn't exist. The account that I've had over 30 years doesn't exist? The account I use almost every day.I'm very aware that you don't care and I have no intention of continuing this back and forth.
Sincerely,
******* *****Initial Complaint
Date:04/16/2025
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.
This is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter.
12 REPUBLIC BANK TRUST COMPANY
ACCOUNT no.: 11310
DATE OPEN: 05/31/2024
BALANCE: $4,280.00Business Response
Date: 05/01/2025
We are in receipt of the above-referenced complaint and appreciate the opportunity to respond. As we
understand it, Ms. ******’s complaint is regarding an Elastic account in her name that she claims was
opened fraudulently as a result of identity theft. To resolve this matter, Ms. ****** requests that the
related information be removed from her credit report.
Elastic is a revolving line of credit product offered by Republic Bank & Trust Company (“Republic
Bank”). According to our records, we received an application for an Elastic line of credit account in Ms.
******’s name on February 17, 2018, and a Credit Limit of $2,500.00 was assigned, though it was later
increased to $3,500.00. Since establishing the account, a total of 29 Cash Advances were requested, and
52 payments were made in relation to this account before we received a phone call from her on March 25,
2020, advising that she no longer wanted payments to process automatically. We updated her account to
ensure no further automatic payments processed. The account exceeded 60 days past due and charged off
with a balance of $4,280.00 on May 12, 2020. This debt was sold to Spring Oaks, LLC (“Spring Oaks”)
on June 21, 2024.
Republic Bank is the original creditor in relation to this line of credit and Spring Oaks is the current
owner of the account. We reported the account history to Clarity, but no other major credit bureaus.
Republic Bank takes claims of identity theft very seriously. Should Ms. ****** still believe that this
account was opened fraudulently as a result of identity theft, we ask that she please send a copy of a filed
Federal Trade Commission (“FTC”) ID Theft Report (****************) or a copy of a
completed police report listing Republic Bank/Elastic as the disputed creditor, along with a copy of her
government-issued identification card (valid, non-expired driver’s license or state ID) via email to
*****************.Initial Complaint
Date:03/19/2025
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 am not accountable for the debt associated with ******** **** ***** **. There is no contract between me and ******** **** ***** **, and they have not provided the original agreement as requested.Business Response
Date: 03/26/2025
Please see the attached response.Initial Complaint
Date:03/18/2025
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 filled tax return 2/24. Paid for Republic Bank to deposit funds in my bank account. 59.99 they were supposed to text me with updates, they did not. They said I put my account number in wrong although taxact has verified my account and I triple checked the numbers. They end up sending me a check and took the fees out anyway. I had to contact them to find out that I was getting a check and not direct deposit.Business Response
Date: 03/26/2025
Please see the attached response.Initial Complaint
Date:02/24/2025
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 tax refund was sent to you guys from ******* ****** and no one contacted me in regards to my account number needing to be verified since my account number was entered incorrectly which was no fault of my own and I talked to someone and was told even though the check has not been made that it can't be changed to a direct deposit. Unfortunately where I am at I have no where in my city that will cash a check that has two people names on it and is over 4000 dollars so I really need it switch to direct deposit so I can recieve my refund now that you guys recieved the fees out of it.
****** ***** and *********** clark ********* ********Business Response
Date: 03/06/2025
Please see attached response.
Initial Complaint
Date:02/12/2025
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.
So, this is an odd problem, but I am simply trying to PAY Republic Bank back for an Early Refund Tax Advance Loan that they issued to us through ******* ****** *** ********. When I contacted ******* ****** asking how to pay, they directed me to the Republic Bank website (********************). When the website gave us an error upon entering our information, it directed us to a phone number (************). We have tried EVERY number, and every possible route, but every time we talk to a person at ******* ****** OR Republic Bank, they transfer us back to that number, and it is all automated. I cannot reach an ACTUAL PERSON at the company (there is not even an email at which they can be contacted). I am a VERY capable person when it comes to reaching a customer service agent, and I take paying my bills seriously. I only want to pay Republic Bank back what we owe them - I've never had such a hard time doing something so simple. Please find me a person that can help us.Business Response
Date: 02/21/2025
Please see attached response.Initial Complaint
Date:02/11/2025
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.
I had deposited 2 large checks into my account on February 5th. The deposit of $61,404.25 showed up as green on my account as well as a black updated balance of $66,638.09. Because of this I had those funds withdrawn to ****** *****. The next day, my account was overdrawn by over $50k, and I was assessed multiple fees. All of these fees were reimbursed but the $36 overdraft.
Repuplic’s handling of the large checks along with their overtly confusing deposit details caused the issue, and I’m asking for my $36 to be refunded.Business Response
Date: 02/28/2025
Please see the attached response.Customer Answer
Date: 03/04/2025
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,
******* *******If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:02/07/2025
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.
They won’t refund me my money $418.95 from ***** ****** and then 148.19 from **** when the merchant issued the refund the bank denied both then they denied my claim when my nephew stole my debit card for ********* ****
Bank number is *** *** ****Business Response
Date: 02/18/2025
Please see the attached response.Initial Complaint
Date:02/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Application for line of credit was denied for weird reason. It saids “ unable to verify my identity or information “ and I put everything correctly on my ******* laptop . And the company wants me put it in writing which is too old it’s 2025 no 1980 . Was pre-approved for 2500 and denied by this company.Business Response
Date: 02/13/2025
Please see the attached response.Customer Answer
Date: 02/13/2025
Complaint: ********
I am rejecting this response because: this is brand new device .. it’s a iPhone 16 pro max and I paid 1600$ for this phone there is nothing wrong my device . They denied it based on my device this don’t make any sense I don’t have any fraudulent blocks on my device
Sincerely,
******* *****Business Response
Date: 02/21/2025
Please see the attached response.
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