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Business Profile

Financial Services

Crescent Bank
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Crescent Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 90 total complaints in the last 3 years.
    • 25 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/21/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Sept 2,2019 I was involved in a car accident around 2021 the car was paid off and was left with a $5,690.00 of interest that shouldnt be held against me because I was not at fault in this accident. I told them this they did not care and kept messing my credit report up every month then reported my account as charged off and when they did it reporting as income and you cant report income on a credit report. They are violating laws and keeping my credit messed up because they will not remove this account that got won in litigation. Crescent bank will not remove anything and its messing my report up since 2019 till now

      Business Response

      Date: 12/21/2023

      RE: Complaint Id: *******

      Mr. *********************,
      We have received your complaint concerning your account with **********************. Please be aware that Crescent Bank has responded to numerous other complaints regarding your account. Please refer to our responses to your complaints filed with the BBB (December 12, 2022) and the FDIC/CFPB (April 7, 2023; June 29, 2023; September 20, 2023) for additional information.
      Under the Retail Installment Contract you signed, you remain responsible for the remaining balance on the loan,including interest, even after an accident occurs. The contract is valid, and we are accurately reporting your credit history with us.
      Please call ** at ************** to discuss options for resolving your account, or write to ** directly at Crescent Bank, P.O. Box ****, *******, ***** *****, with any additional questions.

      Thank you,
      Crescent Bank Complaint Department 

    • Initial Complaint

      Date:11/08/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      On the date of 11/7/23, I was informed over the phone with customer representation, on what I believe to be a recorded call, that a credit report was filed and my credit score is 100 points lower than the last time I had seen it. Every other source that takes regular payments from me is up to date and there is no other company that has reason to report a missed payment from me to the credit bureau.

      Regards,

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

       
      roblem. The resulting credit score, if not rectified, will reflect on my character badly and destroy the credit I've been building since I began payments on the car in August of 2021. I'd also like to report that I've made payments, totaling up to the sum of $501 every month since August of 2021, which adds up to $13527. The car's total amount due started at $20053.00. Doing the math, I should owe $6526, but the remaining balance claims I owe $16025.28. This may have some taxes or things that I don't know or understand, but it seems strange and is very concerning since I've been financing this car for over 2 years and investigating it to find more information would help me understand at least.

      Business Response

      Date: 11/09/2023

      Reference Number: BBB 20839734
      We have received your Complaint about credit bureau reporting. We can confirm that the reporting to the bureau is correct and in compliance with reporting requirements. We have sent you a copy of your transaction history as well as a copy of how we are reporting your history to the credit bureaus as of month end October 2023. The account has never been reported as late by Crescent Bank. If your bureau is reporting something else, you would need to file a dispute with them to correct it.
      The loan is a simple interest loan and does accumulate interest daily. The transaction history will reflect the amount of interest that was applied on every payment. The interest is calculated based on the outstanding principle of the loan and the days between payments.
      We have confirmed that monthly statements are being sent to the address on this complaint. You enrolled your account online at CBTNO.com and can manage your payments and track your account balance and see the monthly statements there. You can also set up automatic payments, if that would be of interest to you.
      Please call us at ************** with any questions that you have, or write to us directly at Crescent Bank, P.O. Box ****, *******, ***** 75001.
      Thank you,
      Crescent Bank ********************

      Business Response

      Date: 11/13/2023

      Crescent Bank has confirmed that the credit reporting on **************** complaint is accurate as reflected on the previously uploaded credit reporting letter. If the account is not reflecting accurately with the credit bureaus, ************ will need to file a dispute with the bureau.

      Please call ** at ************** with any questions that you have, or write to ** directly at Crescent Bank, P.O. Box ****, *******, ***** 75001.

      Thank you,
      Crescent Bank Complaint Department 

    • Initial Complaint

      Date:11/06/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      [what outstanding balance??? they agreed to **** dollars to close the loan, and i picked up my car. no way can they back out of that!!!]

      Regards,

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

       

      Business Response

      Date: 11/13/2023

      Reference Number: BBB 20830389
      We have received your Complaint about your matured auto loan.  We can confirm that you have spoken with Managers here and an agreeable arrangement was entered into on November 7th,for payment on November 9th. 

      Please call ** at ************** to discuss payment options for the outstanding balance, or write to ** directly at Crescent Bank, P.O. Box ****, *******,***** 75001.
      Thank you,
      Crescent Bank Complaint Department 

      Business Response

      Date: 11/13/2023

      Reference Number: BBB 20830389


      Our apologies for the confusion. We confirm the parties have reached an arrangement regarding the account and the vehicle has been picked up. 

      Please call us at ************** if there are any remaining questions.


      Thank you,
      Crescent Bank Complaint Department 

    • Initial Complaint

      Date:11/06/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Predatory lending - purchased a 2018 Volkswagon Tiguan- the car was worth about 15k- got tricked into a loan for nearly 40k if paid to term. car was ultimately repossessed, being sold for over what the suggested manufactured pricing, I feel that I'm being muscled to pay the 40k though they sold the vehicle for over the suggested price of 15k in addition to what I paid for the year I had the car in my possession 12k.

      Business Response

      Date: 11/06/2023

      Reference Number: BBB 20828823
      We have received your Complaint about your purchase of a 2018 ********** Tiguan.  The price of the vehicle is negotiated at the time of purchase between you and the selling dealership.  Crescent Bank is a third-party lender and finances vehicles within lending guidelines, after you have completed the dealership negotiations.  Per section 3F of the back of your contract, the process of having the car repossessed and sold at auction is explained.  A copy of the letter that was sent post sale has been sent to the address of record.

      Please call ** at ************** to discuss payment options for the outstanding balance, or write to ** directly at Crescent Bank, P.O. Box ****, *******,***** 75001.
      Thank you,
      Crescent Bank Complaint Department 

    • Initial Complaint

      Date:10/12/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      I have paid off the loan in full in May 2018 and confirmed by your finance and credit department by phone and payment receipts.  I DO NOT OWE ANY MONEY ON THIS ACCOUNT.  You have listed this as a charge off of $9000 that is completely false.  The late payments I accept, the charge off on my credit report is false and needs to be removed.

      Regards,

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

       

      Business Response

      Date: 10/16/2023

      Reference Number: BBB 20727313
      We have received your Complaint about credit bureau reporting.  We can confirm that the reporting to the bureau is correct and in compliance with reporting requirements.  Crescent Bank has an executed Retail Installment contract dated June 24, 2013. With your signature on the contract, you authorized us to report your payment history to ***********.  A credit reference letter has been mailed to the address that you provided.

      Please call ** at ************** to discuss payment options for the outstanding balance, or write to ** directly at Crescent Bank, P.O. Box ****, *******,***** 75001.
      Thank you,
      Crescent Bank Complaint Department 

      Business Response

      Date: 10/17/2023

      Crescent Bank has reviewed the reporting on ************************** account and has confirmed that the account is accurately reporting as Paid in Full Charge Off.

      Please call us at ************** or write to us directly at Crescent Bank, P.O. Box ****, ******************** with any additional questions. 
      Thank you,
      Crescent Bank Complaint Department 

    • Initial Complaint

      Date:10/09/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Crescent Bank Account wont remove a settled account from my credit report which was paid in full in 2019 which has a negative impact on my credit score and report.

      Business Response

      Date: 10/11/2023

      Reference Number: BBB 20709831
      We have received your Complaint about credit bureau reporting.  We can confirm that the reporting to the bureau is correct and in compliance with reporting requirements.  In the event of an account being settled, the account would still report to the credit bureaus.  Settlements do not remove ************** reporting.  Crescent Bank has an executed Retail Installment contract dated October 20, 2012.  With your signature on the contract and credit application, you authorized us to report your payment history to ***********.  A credit reference letter has been mailed to the address that you provided.

      Please call ** at ************** to discuss payment options for the outstanding balance, or write to ** directly at Crescent Bank, P.O. Box ****, *******,***** 75001.
      Thank you,
      Crescent Bank Complaint Department 

    • Initial Complaint

      Date:09/25/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      [Provide details of why you are not satisfied with this resolution.]

       

      I am not sure why is says I logged in when the reason for my complaint is that I was not able to log in. I paid this morning and was able to log in and today is the 26th. I want to make sure I will not be changed late fees for a system error from your facility. If this was in error in the companys part, why was no customer notified of this outage. I have had many issue regarding log in on my account since Ive had this account, how do you expect to fix these issues going forward to insure this kind of outrage preventing customers from contacting you or paying there balances down will not happen again?


      Regards,

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

       


      Business Response

      Date: 09/26/2023

      September 26, 2023

      ************************
      ******************************* Apt Upper
      ****** Bay, ** *****

      Reference Number: BBB 20651210

      We have received your Complaint about your ability to log into the online payment system.  Per our records, we show that you were able to log in on September 25th, 2023 five times and two times on September 26, 2023.  We did have a system outage on September 25th, so we were unable to answer phones and many systems were impacted due to the outage.  We apologize for temporarily not being available, but our system is back up and running and if you need assistance, we can be contacted at **************.

      At this time, Crescent bank does not offer refinancing.  If you would like to refinance, you can contact a bank or credit union of your choice to explore those options.

      Thank you,
      Crescent Bank Complaint Department 

      Business Response

      Date: 09/26/2023

      Crescent Bank has confirmed that Ms. ********* has not been charged any late fees in connection with her account. If you need further assistance, we can be contacted at **************.

      Thank you,
      Crescent Bank Complaint Department 

    • Initial Complaint

      Date:09/22/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      The most recent changes in my credit report are entirely inaccurate. This account was paid in full in December, and there should be no records of any payments past that date. These erroneous updates are detrimental to my credit history and must be rectified immediately.
       
      Regards,

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

       

      Business Response

      Date: 09/26/2023

      We have received your Complaint about credit bureau reporting. We have verified that the most recent reporting to the bureau is accurate for the status of your account. A credit reference letter and transaction history has been mailed to the address that you provided.
      Please call ** at **************, or write to ** directly at Crescent Bank, P.O. Box ****, *******, ***** 75001.
      Thank you,
      Crescent Bank ********************

      Business Response

      Date: 09/28/2023

      Crescent Bank's initial response has not changed. ***************************' account is reporting accurately with the credit bureaus. If *************************** has further questions, she can contact Crescent Bank  at **************, or write to ** directly at Crescent Bank, P.O. Box ****, *******, ***** 75001.

      Thank you,
      Crescent Bank Complaint Department 

    • Initial Complaint

      Date:09/08/2023

      Type:Billing Issues
      Status:
      Answered
      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'm not liable for this debt with CRESCENT BANK AND TRUST. I didn't sign any paperwork with company stating that I will pay them. Company didn't provide me with the original contract as requested.

      Business Response

      Date: 09/11/2023

      ******************
      ******************************br>*****, ** 74105-8334

      Reference Number: BBB 20573684

      We have received your Complaint about credit bureau reporting.  We can confirm that the reporting to the bureau is correct and in compliance with reporting requirements.  Crescent Bank has an executed Retail Installment contract dated March 15, 2022, which was funded in April 2022.  With your signature on the contract and credit application, you authorized us to report your payment history to ***********.  A credit reference letter has been mailed to the address that you provided.

      Please call ** at ************** to discuss payment options for the outstanding balance , or write to ** directly at Crescent Bank, P.O. Box ****, *******, ***** 75001.

      Thank you,
      Crescent Bank ********************

    • Initial Complaint

      Date:09/07/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Attached is the current address for the Lienholder

      Business Response

      Date: 09/12/2023

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

      Reference Number: BBB 20509277
      We have received your Complaint about concerns in handling your account.  We apologize that you have not had a positive experience with our agents.  We have attempted to reach out to you from our Manager Escalation Team to try to resolve your concerns.  They are available at ************ from 8 am-6 PM EST. They will be able to make adjustments to your accounts phone setting,should you want us to place your account on cease and desist.  

      Please call ** at *************, or write to ** directly at Crescent Bank, P.O. Box ****, *******, ***** *****.

    Crescent Bank is BBB Accredited.

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