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Business Profile

Bank

Burke & Herbert Bank & Trust Company

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Burke & Herbert Bank & Trust Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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Burke & Herbert Bank & Trust Company has 34 locations, listed below.

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    Customer Complaints Summary

    • 8 total complaints in the last 3 years.
    • 4 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:07/17/2023

      Type:Service or Repair 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.
      Over the last several years, my Debit card with the bank is randomly declined, even when there is money in the bank. I have made written complaints all the way to the Corporate offices, had them tell me every excuse from it is a contract company issue to it is my fault for not somehow using the card right. I have filed two complaint in the past with the ******** *********************** and still as of today, my card was declined at an ATM according by the banks own messege service, by the card issuers request. When I went on line to ask why, I was ghosted.

      Business Response

      Date: 08/09/2023

      August 9, 2023

      Dear Sirs:

      I am writing in response to the complaint filed with the Better Business Bureau, as referenced above, received by the Bank on July 27, 2023.

      The Bank investigated the complaint and responded by letter to the customer on August 8, 2023 concerning their ATM issue. In our response, the Bank explained the issue the customer experienced was a machine error on a non-Burke & Herbert Bank owned ATM. The Bank also offered to discuss this further with customer, if needed, and provided contact information to the appropriate Bank party.

      Based on our investigation and response to the customer, the Bank considers the matter closed.

      Should you have any questions, please respond via the same way as the receipt of the original complaint.

      Sincerely,
      Deposit Compliance Manager
      Burke & Herbert Bank

    • Initial Complaint

      Date:06/10/2023

      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.
      Burke & Herbert Bank VA, to transfer account from a ** ****** MD bank to current location. Stress importance of bank account transfer be done only If it "couldn't be done, fine husband currently in Hospice. out of time to waste!" I left the bank a call instructed me come in to sign forms (blank)for transfer to go thru was given bank direct deposit slip for Social Security checks. SS's deposited weeks after being cashed! and spent B&H breaking HIPPA laws by demanding current medical info! Ensuring its profit at my expense over and over again.Is currently withhold all access to My paycheck and owed refunds! By creating a bank account I never wanted that has been open to paying for services never order or wanted for profit. Waiting until there was money available to steal to ensure no loss to bank. ensuring greatest profit in "returning check to Social Security". SS claims returning a cashed check is illegal!Rather then this Nurse be rewarded for serving neighbors and community at the end of life!

      Business Response

      Date: 06/28/2023

      June 28, 2023

      Dear Sirs:

      I am writing in response to the complaint filed with the Better Business Bureau, as referenced above, and received by the Bank June 20, 2023.

      Prior to the filing and receipt of this complaint, the Bank worked with the customer on some of the issues described. The Bank must comply with various requirements set by federal laws and funds ownership requirements, and the actions performed by the Bank complied with these requirements. Based on this, the Bank considers the matter closed.
      Should you have any questions, please respond via the same way as the receipt of the complaint.

      Sincerely,
      Deposit Compliance Manager
      Burke & Herbert Bank

      Customer Answer

      Date: 07/17/2023

      [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 Answered]



       Complaint: ********



      I am rejecting this response because:

      From: o <*********@*****.com>
      Date: Mon, Jul 17, 2023 at 3:28 PM
      Subject: Re: Complaint ******** Response
      To: ***** ****** <*******@mybbb.org>

      In Response: The law only Social Security can be an agent of SS this law Sec1140[42U.S.C. 132b-10] prohibits any and all to act as an Agent of Social Security. By determining I have committed a crime Burke & Herbert bank did become agents when my employment money was stolen from me and giving to a party who wants no part of it. Please send to any/all legal authorities 

      Thanks

      ********** ******    

      Business Response

      Date: 07/26/2023

      August 21, 2023

      Dear Sirs:

      I am writing in response to the complaint filed with the Better Business Bureau, as referenced above, and the Bureau’s last response that it is marking the complaint as unresolved.
      The initial issue at hand is the requirement to “Know Your Customer” as required by the Bank’s Customer Identification Program in compliance with the federal Bank Secrecy Act. In the Bank’s attempts to resolve the issue, we have had multiple communications with the customer, both in-person and via telephone. The Bank communicated to the customer the necessary requirements to process their request in compliance with federal regulations. The customer has not been able to meet these requirements.

      The Bank has provided the Better Business Bureau with timely responses to each of the customer’s complaints. We understand the desire for additional information. However, federal
      regulations that limit customer information sharing precludes the Bank from providing sensitive customer information related to this matter.

      Should you have any questions, please respond via the same way as the receipt of the original complaint.

      Sincerely,
      Deposit Compliance Manager
      Burke & Herbert Bank

      Business Response

      Date: 09/13/2023

      September 13, 2023

      Dear Sirs:

      I am writing in response to the complaint filed with the Better Business Bureau (“Bureau”), as referenced above, and the Bureau’s last response that it is marking the complaint as
      unresolved.

      The initial issue at hand is the requirement to “Know Your Customer” as required by the Bank’s Customer Identification Program in compliance with the federal Bank Secrecy Act. In the Bank’s attempts to resolve the issue, we have had multiple communications with the customer, both in-person and via telephone. The Bank communicated to the customer the necessary requirements to process their request in compliance with federal regulations. The customer has not been able to meet these requirements.

      The Bank has provided the Bureau with timely responses to each of the customer’s complaints. 

      We understand the desire for additional information. However, federal regulations that limit customer information sharing precludes the Bank from providing sensitive customer
      information related to this matter.

      With this response, the Bank requests the Bureau to mark this response as resolved.

      Should you have any questions, please respond via the same way as the receipt of the original complaint.

      Sincerely,

      Deposit Compliance Manager
      Burke & Herbert Bank

    • Initial Complaint

      Date:06/08/2023

      Type:Service or Repair 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.
      Contacted two banks Burke and Herbert and ************ made a transfer this morning for 5k to go to ************. ******* decides to hold my transfer for 2 weeks while they get to earn interest. They told me nothing can be done to make it available any sooner that was ******* from ************ then contacting Burke and Herbert was double the nightmare when *** decided to tell me that I couldn't have transferred it since she could not see it and all she showed was an old old old ******* account closed btw. Both banks argued they couldn't do anything so my money will be floating while someone that has it gets to earn off of it and I am left out waiting for two weeks. Fingers crossed my money is in one of the accounts. I am at a loss for words. ******* and *** both deserve below F grade.

      Business Response

      Date: 06/28/2023

      June 28, 2023 
      Dear Sirs: 
      I am writing in response to the complaint filed with the Better Business Bureau, as referenced  above, and received by the Bank June 20, 2023.  
      As a response to this complaint, the Bank investigated the customer’s issue and determined the  customer’s request was not initiated at Burke & Herbert Bank but at their other institution. On  June 27, the Bank responded to the customer providing the results of the investigation. Based  on this, the Bank considers the matter closed. 
      Should you have any questions, please respond via the same way as the receipt of the  complaint. 

      Sincerely, 
      Deposit Compliance Manager 
      Burke & Herbert Bank

    Burke & Herbert Bank & Trust Company is NOT a BBB Accredited Business.

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