Complaints

This profile includes complaints for Community Trust Bank - Pikeville's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Community Trust Bank - Pikeville has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Community Trust Bank - Pikeville

  346 N Mayo Trl Pikeville, KY 41501-1492

• 

  Community Trust Bank - Pikeville

  254 Cassidy Blvd Pikeville, KY 41501-1426

• 

  Community Trust Bank - Pikeville

  37 Main Street Suite #4 Pikeville, KY 41501

• 

  Community Trust Bank - Pikeville

  105 Northgate Drive Pikeville, KY 41501

• 

  Community Trust Bank - Pikeville

  PO Box 2947 Pikeville, KY 41502

The 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:01/16/2025

  Type:Billing Issues
  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 purchased a car through rod ********* ********* and it was fun answer community.Trust bank I assume I never seen a contract but I was mailed payment slips. I was.
  Making my payments on time and Your system didn't process it 1 day and they were talking about repo that day even though the error wasn't on me. So, after charging me if tons of late fees it was the next month when i emailed them and told them I was going to be late on a payment due to my mom's illness. She asked ***** * **** *** ***** ****** and told him I would pay it promptly and they told me it would do no good unless I paid the full amount. Of the loan in cash that day. They usually only wanted money orders. That it was already up for repossession, which was close to 12000. I've tried to pay several times and they said no, it was just up for repossession if I couldn't pay off the whole thing, then just don't worry about it. So they have refused any payments even before it was late. They reported it to the credit bearu before I had missed a payment. They refuse to give me any transaction history but I have all my reciepts. So now I don't know what to do and I'm the only way my mom has to chemo every week. I'm scared they will just come take it. I've never recoeved a bill or anything I don't know what to do.

  Business Response

  Date: 02/10/2025

  For whatever reason, I'm just now seeing this complaint.  I will work directly with the customer to get her issues reviewed and resolved to the best of our ability.

  
  

  Thank you,

   

  ******** ** ****

  SVP/Senior Staff Attorney

  Community Trust Bank, Inc.

  ***************

  * ***** ********
  
  * ***** ********

  Customer Answer

  Date: 02/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: on January 31st 2025 my account was closed 
  
  For loss-profit or something which I had to find out from ****** *****. I haven't received any communication at all. I've requested my transaction history thru multiple means of communication I have all my correspondence from when I could actually get a response.  My credit score suffered from false payments history. 
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 02/18/2025

  Community Trust Bank will provide the requested information to the consumer.

  Customer Answer

  Date: 02/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I never received any transaction history or any other documents that I've requested. There are payments that I have the receipts for and they didn't credit my account for. I also have documentation of me attempting to communicate with them where I was told I have to pay it off before the payment was missed. Every email I got was two months ahead of schedule making it look like I owed more than I should. I was treated with repossession before I was lasted on any payments 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Customer Answer

  Date: 02/25/2025

  
  
  Date Sent: 2/25/2025 2:44:22 AM
  
  Complaint: ********
  
  I am rejecting this response because: I never received any transaction history or any other documents that I've requested. There are payments that I have the receipts for and they didn't credit my account for. I also have documentation of me attempting to communicate with them where I was told I have to pay it off before the payment was missed. Every email I got was two months ahead of schedule making it look like I owed more than I should. I was treated with repossession before I was lasted on any payments 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/25/2025

  We are sending the requested information to the customer via the address she's provided in this complaint.

  Customer Answer

  Date: 03/24/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  All they sent me was a piece of paper with a few payments on there and a ton of them left out? I want to be in good standing with them but they have refused my payments and even before when I was trying to they said cash only and I could only give it to a specific person and they didn't give reciepts
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 03/25/2025

  We will continue to work directly with the customer to address any issues.

  Customer Answer

  Date: 03/26/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  They haven't worked with me what so ever, all I have received was a printed piece of paper in the mail with the majority of my payments missing on it, and a response saying that even tho my payments were paid in full before the due date that because it was two separate amounts they didn't count and they were taking my car if I didn't pay the 12,000$ cash. I never received or signed any contract from these people just a payment book that said pay 436 by a certain day every month. My payments were refused after the 4th month so I would just get money orders and put them in the overnight deposit box.
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:12/11/2024

  Type:Billing Issues
  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 writing to demand the immediate removal of a charge-off and late payment entries from my credit report. These entries are not only inaccurate, but they are also unjustly damaging my credit score and financial reputation. I have no contractual obligation with the reporting entities for these entries, and they must be corrected without delay. Under the Fair Credit Reporting Act, 15 U.S.C. § 1681, I assert my right to an accurate and fair credit report. The presence of these erroneous entries is a violation of my rights, and I insist on a thorough investigation and prompt removal of these items from my credit report. Please ensure that my credit report is updated to reflect the accurate status of my accounts, free from any charge-offs or late payments that are incorrect. I expect immediate action and resolution on this matter. Thank you for your prompt attention to this urgent issue.

  Business Response

  Date: 01/13/2025

  I was forwarded the complaint submitted to the BBB by ******* ****. Please be advised *** **** failed to provide sufficient information for Community Trust Bank to verify any potential account(s) she may have had with Community Trust Bank. The bank has tried contacting *** **** to request additional information to verify a potential account, but she has failed to respond to any of our attempts to contact her. The bank will be sending *** **** a notice with its determination. Thank you,   ******** ** **** SVP/Senior Staff Attorney Community Trust Bank, Inc. **************** ***** ******** * ***** ********

  
  

• Initial Complaint

  Date:03/12/2023

  Type:Service or Repair Issues
  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 am ready to privately sell my vehicle and called yesterday (March 9, 2023) to get the payoff amount and inquire how to pay the payoff in order to get a release of lien or some sort of document stating the lien was satisfied so that I could transfer ownership at the DMV and sell my vehicle to a person who does not live in my town and will be leaving Monday. I was told yesterday by the employee who answered that this was no problem and instructed me to pay the payoff via ******** ( a phone system in which you enter your bank account and routing number to make payment) and then email a signed letter stating that I would like my release of lien document emailed to me. I followed all instructions, paying the remaining $3,829.19 payoff from my checking account via ********, waited until today to ensure the money had been taken from my account, and then sent the email exactly as instructed. I followed up with a call - explained the situation and requested that they email it at their earliest convenience. Much to my surprise, I receive an email stating that unless the payoff was received by wire transfer, they cannot provide a release of lien or any document stating that I have satisfied the lien. I've called and explained that the error is not mine, but theirs, however they refuse to do anything to correct their mistake. Now - had I been told that yesterday (that I needed to complete the payoff via wire transfer) when I called the bank to ask for instructions on how to do this - I would have gladly gone to my bank and completed the payoff by wire transfer, however I was given erroneous instructions that have now cost me the $6,170.81 profit that I would have received for the sale of my vehicle. Now I've paid $3829.19 that Community Trust Bank has in their possession - in their account - that I cannot get back - and I also still have my vehicle - that I am not able to sell, thanks to an error on their part, that they refuse to make right.

  Customer Answer

  Date: 03/14/2023

  
  
  

   

  From: ***** ******* <********************>
  Date: Tue, Mar 14, 2023 at 12:06 AM
  Subject: Complaint ID ******** Resolved
  To: <******************>

   

  Hello, 

   I filed a complaint (complaint ID********* on 3/10/2023 in regards to Community Trust Bank in ********** ********. I continued to follow up with them in regards to my issue on Monday 3/13 and I was able to resolve the issue and get my needs met. I would like to close my complaint as my desired resolution has been achieved. Thank you!

   

   

  ***** **** *******, **** ***** ******

  ** *** *** ****

  ********************

  
  
  
  
  

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 have tried to close my bank account due to moving. I made a special trip to my hometown just to close the account. My account kept getting charged even though I switched over all my auto payments. Since “closing the account” one other payment was sent to my old account resulting in an overdraft of .89 cents. I got a letter threatening to send me to collections and report me. I called the bank asking what had happened since I closed the account. They informed me that it had not been closed. I am at a loss for what to do as I live hours away from a branch and made a special trip. The person I talked to at the bank repeated put me on hold without informing me he was going just “click” no one there was rude and told me “I do not know what to do”. I understand it is not this person at the bank’s fault (who answered the phone today) but even though I was frustrated his customer service was unacceptable. I am frustrated because this has happened to me 3 different times. I have heard other people have had similar issues with this bank. I just need to close my account but I get getting pushed from customer service to the local branch with no help or solution. I even asked to pay the balance by card over the phone since I live hours away and was told no I could not do that.