Complaints

This profile includes complaints for Happy State Bank & Trust Company, a Division of Centennial Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Happy State Bank & Trust Company, a Division of Centennial Bank has 67 locations, listed below.

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  Happy State Bank & Trust Company, a Division of Centennial Bank

  701 S Taylor St, LB 120 Amarillo, TX 79101-2405

  
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  Happy State Bank & Trust Company, a Division of Centennial Bank

  1401 4th Ave Canyon, TX 79015

  
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  Happy State Bank & Trust Company, a Division of Centennial Bank

  PO Box 787 Amarillo, TX 79105-0787

  
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  Happy State Bank & Trust Company, a Division of Centennial Bank

  4302 W 45th Ave Amarillo, TX 79109

  
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  Happy State Bank & Trust Company, a Division of Centennial Bank

  500 Tascosa Rd Amarillo, TX 79124-1503

  

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:02/06/2023

  Type:Customer Service 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.

  In May of 2022, my agent requested a transfer of my IRA to another company. I still have shares in a company that Goldstar has not transferred. My agent has contacted them twice since the original request, with the most recent being 01/03/2023. I am requesting that the transfer be made immediately.

  

  Business Response

  Date: 02/16/2023

  GoldStar Trust Company (“GoldStar”) received a full transfer
  request in May of 2022. All assets were transferred to the successor
  custodian except for the publicly traded stock held in the account, which would
  have to be transferred electronically. GoldStar received delivery instructions
  for the stock from the successor custodian, but the transfer was rejected a
  number of times. The GoldStar Operations Manager reached out to a contact
  at the successor custodian to clarify and confirm the process. The stock
  was electronically transferred on February 8, 2023, and has been confirmed
  received by the successor custodian. Residual cash received into the
  account at GoldStar has also been transferred and confirmed received. The
  account at GoldStar is now officially closed. The client and his advisor
  have been notified via email of the completion of the transfer.

  Customer Answer

  Date: 02/18/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** **********

• Initial Complaint

  Date:12/05/2022

  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.

  Happy State Bank has claimed I was doing fraudulent activity using my checking account. When I asked what the fraud was, they claimed I use Cash App, Zelle, and Venmo too much. These are mobile apps used like mobile banking. I used these apps while connected to my bank account. I used Zelle to pay bills and my rent on the house I live in. I explained this to them on the phone and they claimed it was not a good enough explanation and they still believe I commit fraud. There is currently $381.38 in the account and they are denying sending me my money via deposit. I earned this money from my employer. It has been locked since 11/18/22 and I have not been able to pay my bills or afford food as I do not make a lot of money. I have been forced to beg my family for money. I want my money ASAP and I want the people who made this false claim against me held responsible as I very clearly stated and proved that I was not using my account for any nefarious purposes. Happy Bank account number is **********.

  

  Business Response

  Date: 01/11/2023

  The
  investigation showed that the complainant’s account had been flagged by the
  Fraud Department for suspicious activity on 10.28.22. The branch CSR attempted
  to call the complainant and was able to leave a voice message on 11.16.22. No response
  had been received from the complainant and the decision was made by the branch
  Market Retail Leader to proceed with closing the account. The account was
  placed in limited status for suspicious activity and a 30-day account closure
  letter was sent on 11.18.23, informing that online/mobile banking and debit
  card access had been suspended pending account closure. The complainant called the
  Bank on 11.17.22, after the account had been flagged for closure, requesting
  more information. The complainant confirmed that he wanted to proceed with
  closing the account, but expressed that he wanted the funds immediately. The complainant
  lived out of state and was informed a check could be mailed that day. However,
  the complainant would have to allow for mail time to receive it. As an
  alternative, the complainant was asked if he had another Bank account set up to
  allow for the funds to be wired and received the same day. Wiring instructions
  were received via email on 11.18.22. However, the emailed instruction had been
  inadvertently missed by the branch CSR. A direct deposit was received into the
  complainant’s account on 12.09.22. The branch CSR sent a follow up email to the
  complainant on 12.12.22, again asking for the wiring instructions and they were
  received by the branch CSR on the same day. On 12.12.22, the CSR initiated the
  wire for the balance of the account, less the disclosed $25 outgoing domestic wire
  fee and the disclosed $35 new account closure fee (assessed for accounts closed
  within six months of account opening). The account was closed on a zero balance
  on 12.19.22. The $35 balance for the waived new account closing fee, due to bank
  initiated closure, was sent via cashier’s check to the complainant’s last known
  mailing address on 12.19.22.

• Initial Complaint

  Date:10/03/2022

  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.

  I tried to deposit $7,500 in my bank account. This took weeks to accomplish due to the bank's negligence. The money finally hit, I paid rent, and I drove 4 hours to Dallas to pick up gifts.
  
  When i tried to use my card, it declined. I checked my account and my money had been taken out.
  
  This is a trespass and a theft. My rent was return with a 10% returned check fee added. I have to drive back to Dallas. I have incurred approximately $500 in expenses.
  
  I am wanting Happy to reimburse me for the money I spent in reliance on the amount stated in my account and for trespassing and stealing that money out of my account without notification or permission.

  

  Business Response

  Date: 10/25/2022

  Consumer Response /* (3000, 13, 2022/10/21) */
  The bank tried to contact me. They finally have admitted that they messed up. Although, they are careful with their wording. They offered to reimburse only my rent. I will not accept this. As of now, I would like a total of $500. That would cover my rent, my gas for my wasted trip, and about $100 extra to reimburse my time. (I missed class because I was on the phone with them for hours several times. As of now, I am not including my full damages. If this is not resolved and I have to go to court, I will be.
  
  
  Business Response /* (4000, 17, 2022/10/24) */
  Centennial Bank takes all complaints seriously and has thoroughly investigated the complaint. On 09/27/22, the investigation shows that the complainant's mobile deposit was made to his account. On 09/28/22, the Bank placed a 9 day hold on the mobile deposit item in accordance with the Bank's mobile deposit review process. It appears that an error was made in the length of the hold placed by the branch and in not contacting the complainant regarding the hold placed or providing a copy of the hold notice in a timely manner. As a result, the hold was released early on 10/03/22, and no fees were assessed by the Bank. The Bank apologized for the error and provided a response directly to the complainant offering a reimbursement of the late fee that was assessed for the returned monthly rent payment. Upon receipt of a statement or invoice of the amount of the assessed late fee, the Bank will process a reimbursement to the complainant's account at Happy State Bank. No reimbursement will be offered for any travel expenses or wasted time. The complainant does not appear to be content with the resolution and contends the Bank was not within its right to place a hold on the mobile check deposit. The Bank's position has not changed. In addition, the investigation showed that the complainant's debit card was temporarily restricted for potential fraud on 10/14/22. The Bank has attempted to contact the customer to verify the transactions and clarify the customer's daily card limits.
  
  
  Consumer Response /* (4200, 19, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is a misrepresentation of the facts. The money hit my account. Only after it hit was there a hold placed. I relied on the amount stated in my account. That is called detrimental reliance. Also, going into my account and placing a hold after it was already approved is trespass of Charles or conversion. The bank cannot do this legally. I want to be reimbursed $500. $283 is for rent. The rest is for other expenses including travel and wasted time. If the bank does not agree to this, I will file in small claims court and seek full damages. I am not done adding them up, but right now, if I have to go to court, I will be starting my ranges at $1,200.

• Initial Complaint

  Date:08/10/2022

  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.

  Unjustified fees for paper instead of electronic account statements late fees etc spoke to ****** operations manager unwilling to waive fees .

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/22) */
  GoldStar Trust Company takes all complaints seriously and has thoroughly investigated the complaint. An updated fee schedule was mailed to the client on July 22, 2022, which included the annual fee for paper statements and how to avoid the fee by enrolling in the electronic delivery of statements. The customer was mailed statements for January 2022 and April 2022, which included the statement message regarding fee/electronic statement enrollment information. All customers not enrolled in electronic statements were sent an email on February 16, 2022, with a reminder regarding the fee/electronic statement enrollment. GoldStar's internal call records indicate that the customer contacted the call center on June 1, 2022, to inquire about paper statements and online access. The customer also contacted the call center on August 10, 2022, to request a fee waiver. The representative researched the system and discovered the customer did not sign up for electronic statements so the fee was not waived. The customer has been set up for the electronic delivery of statements to avoid the fee in the future. The Bank appreciates the opportunity to respond to the customer's concerns.