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Business Profile

Bank

Bank of Bartlett
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Bank of Bartlett has 8 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 3 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:03/20/2025

      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.
      We have an escrow account with the **********************. The initial Escrow Payment at closing was $2685.75. The Bank of Bartlett is responsible for paying our City Taxes, County Taxes, and ******************** from the Escrow Account. The City and County Taxes were paid at a reasonable time but the ******************** has not been paid. The ******************** payment was due on March 8, 2025. I think it should have been paid on March 7, 2025. The Bank of Bartlett has become delinquent on paying our ********************. The ******************** Premium at closing was $1148.00. It has increased since then to $1154.00. We have paid our mortgage payments on time each month from May 1, 2024 to March 1, 2025. A total of 11 monthly payments of $2174.77 in which $420.81 goes into the Escrow Account. The $420.81 of the 11 payments adds up to $4628.91. The city and county taxes were paid in 2024 totally $3342.08. The amount of Escrow totally should be $7314.66 and once the city, county, and insurance has been paid there should be $2818.58 left in the Escrow Account.I called on March 6, 2025 and spoken with a Bank of Bartlett representative about all of the Escrow Account payments and what he quoted was a different amount than what it should be. I also spoke to the representative about the documents; 4 pages of an ANNUAL ESCROW ACCOUNT DISCLOSURE STATEMENT ACCOUNT HISTORY that was sent to us. It stated that This is a statement of actual activity.. It is not because there is no May 1, 2024 and no Feb 1, 2025 payments listed and the insurance amount is incorrect. It should state $1154.00 not $1148.04. So, it is not an actual statement of payments. I hope our ******************** does not get cancel because of the Bank of Bartlett delinquency in not paying it on time. The Bank of Bartlett should make corrections on the documents that they sent to us. If one document is incorrect then the others are not correct as well.

      Business Response

      Date: 04/03/2025

      We welcome the opportunity to speak with you directly about your concerns. Due to the personal information contained in your questions, we would like to speak with you and provide copies to you directly. You may call us at ************ and ask to speak with the ****************** We will also be reaching out to you via phone and written communication that includes all your requested documentation.

      Your escrow balance is correct, and your homeowners insurance has been paid. We look forward to speaking with you directly to answer your questions.

      Customer Answer

      Date: 04/06/2025

       
      Complaint: 23090425

      I am rejecting this response because: I have called before and let a message and no one has called me back. Also, again the documents that was sent to me does not show all of the payments that has been made and the escrow balance is not correct.

      Sincerely,

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

    • Initial Complaint

      Date:08/29/2024

      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.
      THIS ACCOUNT HAS BEEN DISPUTED AND STILL APPEARING ON MY REPORT

      Business Response

      Date: 09/10/2024

      Bank of Bartlett has verified that the borrower information provided to the credit bureau is correct and proper identification is on file. This dispute is denied as information reported to the credit bureau is accurate. We would like the opportunity to speak to you directly regarding this matter. Please call us at ************ and ask to speak with the Credit Department. 

    • Initial Complaint

      Date:08/08/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      These are the upsetting things about this situation: We should have been notified that the Bank of Bartlett was going to maintain our mortgage loan. We should have been given information and instructions on how to and in which ways we could pay it. If we were notified at least one month before the July payment, I would not have sent the other ************ a payment in which, I had to pay my bank $37 to cancel that check. The check that I sent the ************ Company was sent to the Bank of Bartlett and we were not notified that they had received it. I got a copy of the check from the Senior Representative when I spoke to him about it. On 30 July 2024 I called and spoke with the Senior Representative about not receiving a payment notice in the mail for the upcoming payment for the month of Aug. He stated that it will be mailed out this week. It didnt come in the mail during that week at all.On 7 Aug 2024 I received a notice from my Credit Report monitoring service that there was a change in my credit balance which was an increase in my home loan by the Bank of Bartlett. My credit report showed that the Bank of Bartlett had increase my loan by $1,982.00 on Aug 7, 2024. I was not notified of this at all by anyone from the Bank of Bartlett nor given a reason why. I called the Senior Representative about this. He was not aware that this has happen. The fact that this was done it made my credit report drop from Exceptional to Very Good. A total of 20 points decreased from my FICO score. This is unacceptable and it just poor service, poor communication and no one still have not contacted me at all!

      Business Response

      Date: 08/21/2024

      We welcome the opportunity to speak to you directly about your concerns. We have tried to connect with you via phone and email, please call us at ************ and ask to speak with the Credit Department.

      Our records include the dates, copies, and proof of mail of the Notice of Servicing Transfer and the monthly Payment Notices. These were all mailed to you to the address we have on file. We would like to speak with you to confirm that address is correct. We would be happy to provide copies of these to you again upon request.

      Information reported directly to the Credit Bureaus is accurate, and we would like to speak with you directly to explain the reported amounts.

      We look forward to speaking with you directly to answer your questions.  

      Customer Answer

      Date: 08/23/2024

       
      Better Business Bureau:

      I have spoken with a Bank of Bartlett representative on Aug 22, 2024 concerning about the address and about the increase loan amount that showed up on my credit report. He and I have agreed to wait until Nov 2 to 15, 2024 to look for a noticeable decrease because the credit reporting company may take 30 days before it will do any updating since the increase was done on Aug 2, 2024.

      Documents requested will be mailed to me. Other matters are pending. Consider this file case close.

      I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.


      Sincerely,

      *************************
      , TN 38133

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