Complaints

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

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• 

  Academy Bank, N.A.

  1111 Main St Ste 202 Kansas City, MO 64105-2114

• 

  Academy Bank, N.A.

  PO Box 26458 Kansas City, MO 64196-6458

• 

  Academy Bank, N.A.

  3022 S Belt Hwy Saint Joseph, MO 64503-1547

• 

  Academy Bank, N.A.

  1000 NE Sam Walton Ln Lees Summit, MO 64086-8426

• 

  Academy Bank, N.A.

  1700 N 291 Hwy Harrisonville, MO 64701-1218

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:03/22/2023

  Type:Order 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 requested that Roth IRA cd’s for myself and my husband be transferred to another institution. These requests originated from the other banking institution and stated that the balance at maturity be transferred. The request was sent 11 days prior to cd maturity.
  
  My issue is that a fee was netted from the proceeds and the remainder was transferred. If there was a fee I would like to pay from other funds and not a distribution from my Roth IRA!
  
  I purposely went to the banking institution to do an institution to institution transfer so as to enable the “entire” balance transferred.
  
  I would like the fees that were netted from these Roth IRAs to be sent to my new bank and I will provide non Ira funds if a fee must be paid.
  
  Thank you

  Business Response

  Date: 04/04/2023

  Concerns that you
  have raised:
  You state you requested the balances your IRAs be transferred to another financial institution upon maturity. The request was sent 11 days prior to maturity.
  The Bank charged fees from the IRA accounts prior to completing the requested transfer rather than allowing you to pay the fees in another way.
  You are requesting that the fees charged against the IRA be sent to the receiving bank and that you can pay the fees from a different source.
  Research into the
  matter reveals the following:
  Our records indicate that your request was sent to Academy Bank on March 3, 2023, to transfer your IRA balances to your other financial institution as you have stated.
  There was a $15 fee charged to these accounts for early closure. We would like to make this right and correct the issue. Multiple attempts were made to contact you via both the phone number and email address listed on this complaint however, we have not had a return response from you. Please contact ***** **** at ***** ******** and she will be happy to assist in getting the fees refunded.
  We sincerely apologize for any inconvenience this situation may have caused and look forward to hearing back from you to get this issue corrected.

• Initial Complaint

  Date:03/14/2023

  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 went to Valley Park to dump my trash. I went there and called the lady to ask how much it would be so I could have the money. She said $100 per pound. It came up to $459 and I asked the lady at the window if there were any more charges. When I went to get my receipt it was $634.00. I told her I asked if there were any other fees and she said no. I paid the $5 on my card to allow my brother to dump the trash. I called my bank and disputed the charges. When I disputed it they closed it because the merchant had the same receipt. I was disputed the fuel and the environmental fees. When they did the investigation they just went along with the receipt. They did not investigate it. They took money out of my account without my authorization. My resolution is to give me back my $175.05.

  Business Response

  Date: 03/21/2023

  Concerns that you
  have raised:
  
  You state you made a transaction at your local dump. You asked the merchant how much the transaction would be and were told the total would be $459.00. When you got the receipt back you had been charged $634.00 despite what you had been told the total would be. When you inquired with the merchant about the extra fees that were not disclosed to you, they refused to refund you the difference of $175.05.
  You filed a dispute with the Bank regarding the $175.05 however it was denied, and you were instructed to contact the merchant for a refund.
  You are requesting that the $175.05 that was disputed be credited back to you.
  
  Research into the
  matter reveals the following:
  
  Our records indicate that you filed a dispute due to an overcharge by a merchant for $175.05. On the dispute forms you state you were not informed by the merchant regarding fees that were added to your total, and they would not refund it to you.
  Because you were present at the time of the transaction and provided the card to make the purchase deeming it as an authorized transaction, your dispute was denied. Your dispute is between you and the merchant therefore, no refund will be provided.

  Customer Answer

  Date: 03/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  ********** ********
  
  
  
  I am rejecting this response because: I did not authorize the merchant to take $634 off my debit card.I only 
  
  authorize the merchant to debit $459 and some change I was not of aware of the $634 and some change after I receive my receipt and the supervisor  at Valley park dump told me to dispute with my bank and they will take care of it and ******* **** stated the merchant gave them an invoice that I did not sign ******* **** was more concern about the merchant than their customer because they believe the the merchant instead of their customer just because I give them my debit card does not give the merchant to debit what they want and not agreeable to cardholder when you give a merchant your debit card they only suppose take out what the cardholder agree to not no other amount unless the cardholder agree to it and I disagree because that was not the amount that was suppose to be debt from my debit card ******* **** was wrong and they need to own up to their mistake because gave them a fake invoice so their investigation team needs more training.
  
  ********
  
  ******* ****

  Business Response

  Date: 03/30/2023

  Concerns that you
  have raised:
  
  You have rejected the original response as you feel that the Bank is responsible for processing and crediting the funds for your Reg-E Dispute.
  You feel that you were misinformed by the merchant at the time of transaction and not provided the correct amount for the purchase.
  You are requesting that the Bank reopen the dispute and process the refund.
  
  Research into the
  matter reveals the following:
  
  As stated in the previous response, the dispute is between you and the merchant. While we understand that you state you were not told about the fees at the time of the transaction, there is no way for the Bank to validate that as the conversation happened in person. The receipt provided by the merchant is the same as the receipt you provided for the dispute. It should also be noted that a list of fees charged by this merchant is listed on their website and available for customers to review.
  If the merchant assured you that you would be issued a refund, our suggestion is that you file a complaint against the merchant in order to recoup the funds.
  

• Initial Complaint

  Date:03/08/2023

  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.

  Savings account was debited on 03/07/2023 for $339.75 for a debt owed from 2017! Customer service states I closed my previous checking account with a balance. I had no knowledge of this debt. I’ve accessed my credit report many times and this debt has never appeared. Nor have I received any letters from bank stating I owed money. I have no written proof or evidence of this debt. Customer service was unable to provide me this evidence. I believe this was done in error. I have nowhere to turn to. Unbelievable that it’s taking 6 YEARS for Academy Bank to take money from my savings account without prior notice. Deceptive and unethical. This bank preys on the vulnerable and desperate. Leaving the consumer with little to no options for recourse. Too bad they don’t get sued like ***** *****. Shame on this bank.

  Business Response

  Date: 03/17/2023

  Concerns that you
  have raised:
  You state your savings account was debited on March 7, 2023 for a balance of $339.75 owed on a checking account from 2017 that you have no knowledge of. You have accessed your credit reporting numerous times and this debt does not show.  You further state that you have received no notification from the Bank regarding the charged off account and feel that the money was taken in error.
  You are requesting evidence of the debt owed and that the funds be credited back to you.
  Research into the
  matter reveals the following:
  Our records indicate that you had a checking account that charged off on October 10, 2017 with a balance owed of $339.75. Included are copies of your statements as proof of the charged off balance for your review.
  Checking and savings accounts that are closed with a balance owed do not reflect on your credit report which is why the account was not listed.
  Multiple attempts were made to contact you regarding an offer to allow you to make payment arrangements on this debt however we did not hear back from you. Should you wish to take advantage of this offer, please contact our collections department at ************* and we will be happy to assist with that.
  As shown, the debt is legitimate and will not be credited back to you.

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair 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.

  My sister had an account with Academy bank for years. She passed away last year. I finally got the things I needed to close her account. Paperwork was complete & corrected and emailed to decentent affairs on Jan. 17, 23. At that time I was told to expect 10-14 days to complete this transaction. I have contacted the customer service department several times to inquire about this, only to be giving false information and/or just told nothing. It has now been 6 weeks and I still have not gotten the check. It is $547.00, I do not understand the problem. Feb. 28 *** ****** told the customer service rep. she would drop it in the over night mail & could expect it March 1st. Today is the 2nd at business day is almost over, still nothing. I called & they said they could tell me nothing.

  Business Response

  Date: 03/10/2023

  Concerns that you
  have raised:
  You state you have been working with decedent affairs to obtain the funds in your late sister’s account. You sent all of the required documentation on January 17, 2023 and were told that you would receive the funds in 10-14 days. As of the date of this complaint, you have not received the cashier’s check.
  You are requesting that the funds be paid out to you immediately as promised.
  Research into the
  matter reveals the following:
  Our records indicate that you have submitted all required documentation to have the proceeds of your late sister’s account paid out to you as you stated.
  A cashier’s check in the amount of $547.47 was sent to you via overnight mail on March 2, 2023. We show that you have received the check and cashed it on March 6, 2023.
  We sincerely apologize for any inconvenience this delay may have caused.

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair 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.

  Academy bank has become a problem within the last year. I do not recommend them to ANYONE. In the last year , their banks systems have been hacked yet they’ve failed to inform their clients. My information was leaked 3 times. February 16, i noticed my account had reached -$703 and some change. Academy places a $500 overdraft hold on my account from an apparent charge off in October of 2018 on a savings account. Academy bank then proceeded to take not only the $58 but the $500 as well, on top of overdraft fees. All of this money was taken from the next deposited check. My personal pay check. When i began calling Friday 2/24 , i was told to pay the charge off and my account would no longer be on hold. The story then changed to i needed to pay $300 to get my account of hold, much more than the $58. In was told this would cover all fees. When i asked about fees , they could not be explained. 2/27 i call again to find out when i would receive my money back. After being put on multiple holds , i was told possibly by Thursday but no guarantee any earlier. This bank does nothing but take money and it is not right.

  Business Response

  Date: 03/09/2023

  Concerns that you
  have raised:
  You state you noticed your account was overdrawn and you contacted the Bank to inquire as to why. You were informed on February 24, 2023, that you had a charged off savings account for $58.46 and the debt was being paid from your checking account. You further state that a hold for $500 was also placed on your account at that time.
  You further state you were given multiple different answers regarding when the hold would be removed from your account and inquired about fees that would be assessed due to the hold.
  You are requesting that a refund for the fees assessed due to the hold be refunded to you.
  Research into the
  matter reveals the following:
  Our records indicate that a charged off savings account in your name was discovered with a balance owed of $58.46. On February 24, 2023, amount to the charge off was debited from your account along with a temporary hold so that the account could not be overdrawn until the debt was paid. This hold was for one business day however, because the hold was placed on a Friday, the next business day was Monday. The charge off debt was paid and the hold released on February 27, 2023.
  There were no fees assessed due to the hold and therefore, no refund is due. A copy of your statement is included for your review to show that no fees were assessed.

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair 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.

  My account is overdrawn 59 dollars. When I have tried to deposit money into my account as cash the cash was declined at the ***** ****** bank deposit machine. I left because I was in a hurry. Then a friend paid me for cleaning on **** ***. I sent the money into my account to clear the overdraft and also to pay some bills. The deposit from ******* was also declined. I haven't received any notice or reason for why I can't deposit money into my account

  Business Response

  Date: 02/27/2023

  Concerns that you
  have raised:
  You state your account with the Bank was overdrawn by $59.00.
  You further state that you attempted to make a cash deposit at the ATM as well as through **** *** however, both attempts were declined despite no reason for the declines being provided to you.
  You are requesting the reason for the declined transactions be provided to you as well as your ability to use your card be reinstated.
  Research into the
  matter reveals the following:
  Our records indicate that your card was restricted due to transactions that were suspected to be fraudulent on January 17, 2023. The Bank attempted to contact you via both the phone number and email address listed on your account to verify the validity of the transactions however, no response was received. Because of the card’s restricted status, the ATM and **** *** transactions were declined.
  Our records also indicate that you went into your local branch on February 24, 2023 and were issued a new debit card. You were able to successfully make a cash deposit at an ATM the same day and your account now has a positive balance.

• Initial Complaint

  Date:02/22/2023

  Type:Customer Service 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 went to the Fountain, CO branch inside of Walmart on Tuesday, February 14, 2023 around 4:15pm with the intention of opening 2 basic minor savings accounts. I stated my intentions and the lady gave me a look which at first I took as she didn't want to help me. Later I realized it was because she didn't know how to open a Basic Savings account for a minor. The lady's name was ***** *. and she was the Branch Manager. At one point when ***** and the coworker were discussing my accounts they kept saying the minors were not old enough for a Student Checking account. I corrected them multiple times stating I wanted a Basic Savings account for minors and again they were talking about the Student Checking account and how the minors weren't old enough for the account. I pulled up the accounts on my phone and showed the requirements of the Student Savings and showed it to *****. She picked up the phone, called someone and they told her to open a Student Savings (which I had just showed her!). ***** continued to not listen to me and was entering incorrect information into the system for me and the minors. Coming up on an hour of sitting there the coworker needed an over ride, ***** went to complete that and saw one person waiting in line and left me to go help them. I informed her I needed to go and didn't realize it would take this long to open one basic account. ***** replied "Well we're almost done". Against my better judgment I stayed. About 30-40 minutes later I was still there with nothing to show for it. She got stuck at one point and called 3 or 4 people (who were unable to help her). After over an hour and a half I was extremely frustrated and insisted I get all of my paperwork back because I really had to go.
  I sat there for an hour and a half got absolutely nothing done. The Branch Manager has no idea how to open a Basic Savings account for a minor.

  Business Response

  Date: 03/06/2023

  Concerns that you
  have raised:
  You state you went into your local branch to open two minor savings accounts. When you got there, you let the associate know what you needed, and they were unable to complete your requests despite spending nearly two hours in the branch.  You further state the associate who assisted you was the branch manager who did not know how to open the requested accounts although she made many calls to get assistance with it. You are requesting to understand why a branch manager could not complete your requests.
  Research into the
  matter reveals the following:
  Upon receipt of this complaint, research was conducted, and it was found that you were in the branch for an extended period as you stated. It was also discovered that the branch manager you were working with was unsure how to open the minor savings accounts you were requesting. Extensive training regarding the account opening processes was provided to the associate to prevent this from occurring in the future.
  A Regional Executive for the Bank contacted you to offer their assistance in getting the requested accounts opened. You also have the option of requesting the account through the Bank’s online banking website should you still desire to do so. We sincerely apologize for any inconvenience this situation may have caused. If you have any questions or need further assistance, please feel free to contact me directly at the phone number or email address listed below.

• Initial Complaint

  Date:01/31/2023

  Type:Customer Service 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.

  Hello,
  I would like to file a complaint against Academy Bank. I have a checking amount with Academy Bank. I have reached out and expressed my concerns as a consumer. When I open the account. I opt into the Overdraft protection. Yes, my account has been negative a few times. However, I have always paid my balance off. Recently, I have noticed when I make a return for purchases Academy Bank will decline my funds from the return. I was informed per bank rep that I have a $250 for overdraft protection. I was informed per two bank reps, that Academy Bank sets a different amount each day for overdraft protection funds and it depends on Academy bank. I was informed that their isn't anything I can do a consumer about this. I was not informed of these details when opening the account. I would like a better understanding of Academy Bank practices. Thank You *** *****

  Business Response

  Date: 02/07/2023

  Concerns that you
  have raised:
  You state when you opened your account, you opted into overdraft protection. You state that recently, you were told you have a $250 overdraft limit by one associate and then told that the overdraft limit can change by other associates.
  You further state that the Bank has declined refunds that were attempted to be made through your card.
  You are requesting a better understanding of how overdraft limits work as you feel you have been misinformed.
  Research into the
  matter reveals the following:
  As per the deposit account agreement provided at account opening, overdraft is a discretionary courtesy we may provide and which may be reduced, suspended, or revoked by us at any time without notice and for any reason or cause. This includes the amount you can overdraft your account. Please see pages 11-13 of the Deposit Account Agreement that is included.
  A thorough investigation of your debit card transactions shows that all merchant refunds presented to your account successfully posted to your account. Please bear in mind that any credits received will be applied to any negative balance your account may have at the time the refund is posted.
  We hope this letter and the Deposit Account Agreement included provide you with a clearer understanding of the Bank’s standard overdraft practices. Should you have any further questions, please feel free to contact me directly at the phone number or email address listed below.

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair 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.

  Debit cards have been shut off for over 24 hours. They are unable to provide a cause as to why cards have been shut off nor are they able to provide an estimated time for resolution. No correspondence has been sent notifying customers of any issues. This is unacceptable. I should have access to the money I earned.

  Business Response

  Date: 02/02/2023

  Concerns that you
  have raised:
  You state your debit card has not worked for over 24 hours. When you contacted the Bank to find out why, they were unable to provide you with a reason or an estimated timeframe for when your card will function properly again. You further state no correspondence from the Bank has been provided regarding this situation.
  You are requesting that the issues be resolved that are preventing your debit card from working so that you can access your funds.
  Research into the
  matter reveals the following:
  The Bank is aware of an issue with the vendor that processes the debit card transactions that was causing the cards to be denied at some merchant locations. We worked diligently and continuously with the vendor to get the issue corrected and the cards are now working properly. A notice was posted on the Bank’s mobile banking and website home page on Friday January 27 to advise our clients.
  I have reviewed your account activity and see that you have been able to successfully complete card transactions.
  We understand your frustration and sincerely apologize for any inconvenience this situation may have caused.

• Initial Complaint

  Date:11/18/2022

  Type:Customer Service 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.

  Deposit stated 3 business days I have no money to take care of my family since my check hasn’t been cleared to use for lack of banks in my area you closed!!!!!

  Business Response

  Date: 11/29/2022

  Concerns that you
  have raised:
  You state you were told that your deposit would be made available in three business days and as of the date this complaint was submitted, the funds are still not available.
  You are requesting that the hold be removed from your deposit and the funds be made available.
  Research into the
  matter reveals the following:
  Our records indicate that you made a mobile deposit for $1,342.34 on November 15, 2022.
  Availability of these funds were delayed 5 business days because the funds could not be verified, and your account did not have a compensating balance should the check deposited be returned.
  The funds from this check deposit were made available for use on November 22, 2022, and your account statement shows that you have been able to successfully access these funds.