Complaints

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

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  Lindell Bank & Trust Co

  6900 Clayton Ave Saint Louis, MO 63139-3739

  
• 

  Lindell Bank & Trust Co

  3921 Hampton Ave Saint Louis, MO 63109-1402

• 

  Lindell Bank & Trust Co

  5500 Mexico Rd Saint Peters, MO 63376-1624

• 

  Lindell Bank & Trust Co

  10018 Manchester Rd Saint Louis, MO 63122-1826

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  Lindell Bank & Trust Co

  1037 Majestic Dr Fenton, MO 63026-2790

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:12/03/2024

  Type:Billing 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.

  On 12/2/2024 Manager, **** **** charged me a $50 penalty for not providing her with a paper certificate when I requested to cash out a CD that was due. I explained to her that I was not provided a paper certificate when I opened the account. I let her know that I was surprised when I opened the account that a certificate was not provided. The only way she would let me receive the funds from my account was for her to first deduct a $50 penalty. I asked her to give me my funds. I let her know that I was not happy and would be seeking ways to have the $50 refunded.

  

  Business Response

  Date: 12/10/2024

  Please see the attached response.

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** E *****

• Initial Complaint

  Date:08/22/2024

  Type:Billing 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 just reopened an account with this bank and ordered a debit card that I asked them to send to the bank when they asked me if I wanted it sent to my home address or to the bank and they still sent it to my home address. When I did not receive the card because they sent it specifically where I asked them not to they told me to cancel that card and they would order a new one and have it sent to the bank like I asked in the first place. I then discovered they charged me $5 to order the new card. I spoke to 2 different people that said they would refund the money so I kept checking for 2 weeks to see the refund and it never came so I called again only to be told they would not refund it now. I am not in a position where I can just forget $5. The bank might not think $5 is a big deal to people but for some of us that could be our gas to get to work. This was not ok. I was lied to twice and they stole my money because at no time did they tell me I would be charged for their mistake or to prefer a new card.

  

  Business Response

  Date: 08/29/2024

  Date:  August 29, 2024
  
  
  To:  The Better Business Bureau Serving **************** and *****************
  
  From:  Lindell Bank
  
  Subject:  *******************************; Complaint #********
  
  
  Lindell Bank is very sorry that a complaint has been filed regarding a replacement debit card fee and would like to take this opportunity to respond.
  
  Upon our review of this complaint, we found that ******************** completed a debit card application using her home address and did not request the banker to mail the debit card to the bank. In addition, ******************** signed an application showing her home address with no notation for the debit card to be mailed to the bank.  We will be updating our application to reflect this special request so it is clear to our customers and customer service representatives in efforts to avoid future misunderstandings.
  
  When ******************** inquired about her receiving her debit card, she was notified that it was processed and mailed to her home address and should arrive any day.  ******************** stated she did not want that and expressed her concerns regarding the possibility of her children gaining access to her card.  The debit card was blocked and a new debit card was ordered and mailed to the bank.  When a replacement card is issued, our system defaults to charge the $5.00 replacement debit card fee.  ******************** was notified of this fee and did not express her displeasure nor request that the fee be waived. 
  
  That said, it is our standard procedure to charge the replacement debit card fee for all reorders unless it is due to fraud, bank error, or lost in the mail.  The banker followed procedure, however, this situation was a missed opportunity to provide personal service and waive the fee out of courtesy given the concerns that ******************** expressed.  Accordingly, we have refunded and credited Ms. ********* account $5.00.
  
  Once again, we are sorry for any complaints received and strive to resolve any concerns immediately and to our customers satisfaction.  All business is important to us.  If you have additional questions or concerns,please contact me at **************.
  
  Sincerely,
  
  
  
  **********************************
  SVP of Operations
  Lindell Bank
  
  
  
  
  Enc: 
  Fee Disclosure
  Debit Card Application
  

  Customer Answer

  Date: 09/03/2024

  The bank did refund my money but I would like if to be clear that I watched the lady clearly write on my paperwork while opening the account to have the card sent to the bank so what they responded with is incorrect information and they also did not say anything about a $5 fee while getting a new card to replace the one they sent to my address. 

• Initial Complaint

  Date:03/10/2023

  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.

  This Lindell Bank is closing May 3, they sent out a letter requesting that if you have safe deposit box that you should come in relocate the box or take your belongs. If you you relocated your box you would be given a years free fee. Upon entering the bank I spoke to the ********* ******* of the bank, because I did not have a key she stated that it would be $200.00. I paid the $200.00 to have the box drilled. She looked up my account and she stated that I was not banking at this bank. She went through some papers and she located my name and my box number was **. She informed me that the box was drilled 01/26/2023. I told her I just received the letter on 01/25/2023 and the box drilled open the next day. Which was not by my permission. I asked to speak to the manager. She gave me the Manager at the ******* location and his name is **** ******. I called **** and he did not take my call. My lawyer calls **** and he informs my lawyer that it was a mistake, and he will go to the Lindell bank on ***** ***** and look for my possessions. He calls and he states that he locates a bag with my possessions. I ask if my jewelry was in the bag? **** states that he was not sure but it is a bag inside of bag. I go the next day a get the bag and there is no jewelry in the bag. Just insurance for my sons, myself and VA papers. I took pictures of everything in the bag. I was given a check in the amount of $70.00. I took the check. I asked when was the last time I was in the safety deposit box? I was informed that the last time I was in the box 11/01/2017. She gave me a list of dates that I was in the safety deposit box. Here I am thinking all my stuff is safe, I don't know when my stuff came up missing. I made a police report 23-0101-23. I would like to compensated for all of my valuables.

  

  Business Response

  Date: 03/21/2023

  On behalf of Lindell Bank & Trust Company, a Missouri chartered member bank ("Lindell Bank" or "Bank"), this letter is in response to the communication received from the Bureau on March 10, 2023 regarding the complaint identified above.  We are sorry to hear that Ms. ********* is not satisfied with our services, and apologize for any inconvenience or frustration experienced by Ms. ********* as a result of our services.

  As a locally owned, independent bank in and around the *** ***** area, Lindell Bank values its customers, its reputation in the community and its Better Business Bureau rating of A+.  Lindell Bank appreciates the opportunity to provide information to ensure that the Bureau and Ms. ********* have the facts necessary to fairly evaluate Ms. *********'s complaint and the events that occurred.

  In order to provide a complete response with respect the complaint filed by Ms. *********, the Bank hereby requests an extension on the timeframe within which to respond.   Lindell Bank intends to respond by no later than March 22, 2023.  The additional three business days will allow the Bank to be able to further investigate the complaint.

   

  

  Business Response

  Date: 03/21/2023

  See attached.

  This letter provides the written response of Lindell Bank & Trust Company, a Missouri-chartered member bank ("Lindell Bank" or the "Bank"), requested by the Bureau on March 10, 2023 regarding the complaint identified above. We are sorry to hear that Ms. ********* is not satisfied with our services, and apologize for any inconvenience or frustration experienced by Ms. ********* as a result of our services. We appreciate your consideration of our request for an extension from March 17, 2023 to allow us to fully investigate the complaint.
  As a locally owned, independent bank in and around the *** ***** area, Lindell Bank values its customers, its reputation in the community and its Better Business Bureau rating of A+. Lindell Bank appreciates the opportunity to provide this information to ensure that the Bureau and Ms. ********* have the facts necessary to fairly evaluate Ms. *********'s complaint and the events that occurred.
  One branch of Lindell Bank located at **** ***** ***** in *** *****, MO will close effective on May 1, 2023. All of the other fifteen branches of Lindell Bank will remain open, and all of the services that were available at the ***** ***** branch will continue to be accessible at the other Bank locations throughout the *** ***** area.
  All customers of the ***** ***** branch of Lindell Bank were mailed a notice of the upcoming branch closure in January of 2023. In addition, all renters of safe deposit boxes located at the ***** ***** branch were mailed a separate letter dated January 30, 2023 requesting that such boxes be closed and moved to the another location of Lindell Bank and offering customers a free year of safe deposit box rental for the inconvenience of moving the box to the new location.
  It appears Ms. *********'s complaint is based on certain of the Bank's actions related to the upcoming ***** ***** branch closure, which included the Bank drilling open numerous safe deposit boxes for which rental payments were overdue or for which the owners could not be reached due to outdated or incorrect contact information in the Bank's records. Unfortunately, due to an administrative error in which Ms. *********'s safe deposit box was mistakenly included among those with delinquent rental payments, her safe deposit box was drilled open on January 26, 2023.
  When the safe deposit box was drilled, there were two bank officers and the locksmith present. In accordance with the Bank's standard procedures, the bank officers conducted an inventory of the  box and placed the contents of the box an inventory bag, which was sealed and signed and dated by both officers of Lindell Bank and was secured in the Bank's vault at the ***** ***** branch. Ms. *********'s box contained paper documents only, and no other contents of monetary value, such as jewelry-
  As a renter of a safe deposit box, Ms. *********, along Wilh another individual who is joint account holder for the box, executed a Safe Deposit Box Lease (the "Lease") upon the opening date of February 3, 2015. Among other things, the Lease includes the language below, where "we" and "us" refers to Lindell Bank, and "you" and 'Your" refers to the renters.
  We wilt use reasonable and ordinary care and diligence to prevent anyone other than you from opening your safe deposit box. . . . We will not be responsible for any of your losses from theft, embezzlement or any other cause, unless we fail to use reasonable care in preventing these circumstances. . . . We have no knowledge of the contents in your box, and we will not supervise the deposit or removal of these contents.
   
  Ms. ********* agreed Lo these terms when entering into the Lease. Lindell Bank believes it has  acted in good faith, has observed applicable business standards in the banking industry and used commercially reasonable care with regard 10 the safe deposit box rental since the Lease began in 2015. Although the Bank obtained access to the contents of Ms, *********'s safe deposit box when it mistakenly drilled the box Open, it nevertheless followed customary and appropriate procedures, and used reasonable care, in taking an inventory of, and thereafter safeguarding, the contents of the safe deposit box. Lindell Bank has provided Ms. ********* with its records of all access to the  safe deposit box. Lindell Bank does not maintain keys to the safe deposit boxes; the renters have the only means of accessing the box without drilling it. Lindell Bank cannot, as requested in Ms.  *********'s complaint, compensate her for jewelry that she claims was in the box, and which the officers of Lindell Bank did not find upon drilling.
  Ms. ********* visited the ***** ***** branch on Febrtlary 28, 2023, likely as a result of (he  customer notice referenced above regarding the branch closurc. understanding is that Ms.  ********* stated that she did not have the key 10 her deposit box, and the branch manager therefore informed Ms. ********* ofthe Bank's policy or charging  to drill a sale deposit box to access it, Ms. ********* did not pay the drill fee. The branch manngcr then accessed the  Bank's records 10 look more specifically li.jr inlörmalion regarding Ms. *********'s safe deposit box and saw [hat it had been drilled ill .lanuary. In response 1.0 Ms. *********'s request upon sharing [Ital. inlörmation, the branch manager provided my name and contact information.
  Though I initially missed Ms. *********'s call on February 28, I promptly returned her phone message thc same day, and explained that the contents of her sale deposit box were placed ill a sealed inventory bag. I also explained that she could go to the ***** ***** branch the next day (on March L 2023) 10 pick those up.
  
  With respect to the check referenced in Ms. *********'s complaint, Lindell Bank did receive a $70.00 rent payment by mail on February 6B. 2023 for her safe deposit box. This amount was refunded to Ms. ********* when she picked up the contents of her box on March I, 2023, since the box had been drilled prior to its due date.
  In hopes of resolving this complaint, Lindell Bank also relünd the safe deposit rental fee for 2022. In addition, Lindell Bank's offer tö customers of the ***** ***** branch for a free oneyear rental of a safe deposit box at one of its other locations is also available to Ms. *********.
  Please let us know of questions. Again, wc apologize for any inconvenience or frustration Ms.  ********* has experienced in connection with the accidental drilling of her safe deposit box. Thank you.
  
  

  Customer Answer

  Date: 03/23/2023

  I went through another manila envelope and there was a empty plastic bag that was ripped open with nothing in it.  I am assuming that is what they thought my jewelry was in but it is not a large bag, it is a see through plastic bag, and it was stuffed down in a manila envelope.