Business Profile

Bank

Banner Bank

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

25 total complaints in the last 3 years.
7 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.

Initial Complaint
Date:01/24/2024
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.
They had a "malfunction" while processing my express pay instant transfers from Lyft and Uber. These are instant transfers that are supposed to be available in your account immediately. Unfortunately because of the system error the funds were not available even 15 hours later. After hours of dealing with customer service and dealing with my local branch they finally gave me provisional credits...then they vindictively reversed them 5 minutes later...and now they're trying to process charges again that already cleared. Now my account is screwed up even worse than it was this morning and no one is being accountable. No one is even trying to fix this.
Business Response
Date: 01/31/2024
Thank you for bringing this complaint to our attention. This complaint was escalated to management, who reached out to **************** to review his account and discuss what occurred with the posting of the transactions that did not show right away to his account. The issues have all been resolved and the Bank considers this complaint to be closed.
Customer Answer
Date: 01/31/2024

Complaint: 21195469

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:12/28/2023
Type:Order 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 December 13, 2023 I requested Banner Bank close my Home Equity Line of Credit with has no balance. They said the fee to do so would be $378.30 and said that was the filing fee they had to pay to file paperwork with Pierce County. On December 14, I checked the Pierce County website for fees and saw it would cost $247 and offered to submit that payment. I also requested a break down of the fee so I could better understand how they had arrived at $378.30 On December The representative told me someone from their Consumer ************************* would contact me. On December 23, I emailed the first representative to tell her I was never contacted. She replied on December 26 to say the reason the fee was higher is because "WA state is increasing their recording fees by $100 starting 1/1/2024 and it would not be recorded until after the fees would increase". If they had provided a breakdown when requested, there would have been plenty of time to file before 1/1/2024. They have still not provided a breakdown of the filing fee and the amount they are requesting still doesn't add up correctly even when adding another $100.
Business Response
Date: 01/03/2024
Thank you for bringing this complaint to our attention. Complaint #******** was escalated to management for review. Management reached out directly to **************** and addressed the issues noted in the complaint. Due to financial privacy concerns no further details will be provided in this response. The Bank considers this complaint to be closed.
Customer Answer
Date: 01/11/2024
This matter has not been resolved. My contact at the bank refuses to provide her supervisors contact information and the last correspondence we had was on 12/28/23 when they asked me to sign a form (which I did) so they could resolve the matter. I've asked for an update from them and waiting for a reply.
Customer Answer
Date: 01/11/2024
I would respectfully request this complaint not be closed. I was on a short vacation and it's only been 5 business days since you sent this reply. They have still not resolved the issue (see my reply to your messaged dated 1/11/24). Thank you
Business Response
Date: 01/12/2024
Banner Bank management contacted **************** directly to resolve this issue and provided him with a breakdown of the fee as requested. No further comment will be made due to financial privacy laws. The Bank considers this complaint to be closed to the satisfaction of *****************
Customer Answer
Date: 01/16/2024

Complaint: 21063285

I am rejecting this response because: Banner Bank contacted me on 12/28/23 and said they would resolve the issue at no cost to me provided I sign a form and return it. I immediately signed the form and forwarded it to them that day. I've emailed them twice since then on 1/11/24 and 1/16/24 with no response. I have also requested contact info for a supervisor multiple times and not received any information.

Sincerely,

***********************
Business Response
Date: 02/08/2024
Management at first attempted to make contact with **************** via phone and were unsuccessful but reached him via email and received a response from him. In his response he stated he appreciated the follow-through. In addition, he communicated he had been working with the Banks loan servicing department supervisor who was able to determine the issue and get the complaint resolved. No further details will be provided due to financial privacy laws.
Customer Answer
Date: 02/08/2024

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. It should be noted they acknowledged their fee included charges not agreed to in the signed agreement and waived the fee in it's entirety.

Sincerely,

***********************
Initial Complaint
Date:12/08/2023
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.
When I opened my account in high school, I was told I was opening a FREE checking account. I was promised that I would not be charged fees so long as I regularly transferred at least $25 to my savings account. I did that. They proceeded to charge me a $4 banking fee. I objected and they spewed lies gaslighting me on what I was originally promised. I told them I wanted to close my account and requested that I receive the remaining $1500 to me via check by mail. They refused to close the account. I am giving them the opportunity to fix it here before I report them to the *** and they get fined by the feds.
Business Response
Date: 12/13/2023
Thank you for bringing this complaint to Banner Bank's attention. Complaint #******** was escalated to management for a review. The reviewed showed that the deposit account terms and conditions changed in May of 2022. New account disclosures outlining the changes, that included the $4 monthly service charge, were mailed 45 days prior to the changes going into effect. The review also showed that the branch recently attempted to contact ***************************** and were unsuccessful. To resolve this complaint a letter has been mailed directly to ***************************** on 12/12/23 addressing the issues in the complaint. Due to financial privacy concerns no further details will be provided in this response. The Bank considers this complaint to be closed.
Customer Answer
Date: 12/13/2023

Better Business Bureau:

The business contacted me, and resolved my concern. 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:11/02/2023
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.
Was scammed by someone in my bank accounts and Banner bank is accusing me of being involved in the scam when I have filed a police report as well as have filed a report with computer fraud and have 190 pieces of evidence Now they are claiming I am overdrawn by $1500 when they returned every payment made from Oct 3 and Oct 6 except 2 payments which was my AAA auto insurance for $581 and $100 zelle payment but I had $246 dollars in one account $100 in a business account I had opened that morn of Oct 10 and $79.20 in my savings so they are trying to scam me and not deduct the money I had from the 2 payments that went through I have evidence of all the returned payments and payments did not go through as well They are threatening to report me to the credit bureaus with a fraudulent amount they say I owe even with all the proof and have treated me like I am the criminal when I had no idea I was being scammed and did everything the bank has told me to do to try and get the money back from the scammer and have been to the police department over ten times since I filed the report on wed Oct 11 at 8:45am at the ****************** on ******************* and *********************** I also have all the evidence from the man who scammed me that I provided to the **** and FDIC. Its too many pages to upload but am more than happy to provide if you require it Thank you for your help ********* is a bunch of rude crooked people and the attorney has been nothing but threatening and condescending towards me esp while accusing me of being apart of the scam which I have been sickened over since the bank called to inform me of the situation and froze my account and money They have done nothing to help me other than be rude and accusatory even while I am doing everything to try and help find the two scammers I need this matter resolved bc I know how much I owe is approximately $200 at most but they are threatening to ruin my credit while trying to extort me for money I do nor owe
Business Response
Date: 11/10/2023
Thank you for bringing this complaint to Banner Bank's attention. The Bank takes all complaints seriously. In regard to the complaint submitted by *************************, the Bank has been working with her prior to the BBB complaint and a letter was sent directly to her. The Bank has no further comment at this time due to Financial Privacy laws.
Customer Answer
Date: 11/14/2023

Complaint: 20816128

I am rejecting this response because:they did not fix the anount they claim I oee when I have proof attached in my original complaint showing how much the bank actually put thru and how much I had in my 3 accounts that they are completely mistaken in the anount I may owe them
it should only be $150-$200 since they reversed a bunch of payments I made **************************************************************************************************** 3 accts leaves me owing under $200 not $1500 as they claim and that was the last correspondence I received from them stating I owed that even though I was scammed and have a police and *** report and ******************************************************************************************************************************** to credit bureau so I will go on the news and call them out as being crooked and scam artists trying to take advantage of the situation
I provided u with the proof of what they allowed to be paid and amounts I had in my accts and all payments that were returned by them
if they would have allowed those payments to remain then maybe I would actually owe them $1000 at the most but they returned every payment made except my insurance
thank you for your help
they are liars and the shadiest bank and should not be allowed to be in business stealing peoples money

Sincerely,

*************************
Business Response
Date: 11/22/2023
Banner Bank worked directly with the complainant and conducted a complete investigation into this matter. A thorough response was sent directly to the complainant. Due to privacy considerations, the bank is not responding publicly regarding any specific details of the complainants personal banking matters.
Customer Answer
Date: 11/27/2023

Complaint: 20816128

I am rejecting this response because:they did not resolve anything with me personally
they still claim I owe more than I do and state they are going to report me to the credit bureau affecting my credit scores when I have provided proof that they returned all payments made by me and kept the money I did have in all 3 of my accounts even with a police report and *** report

Sincerely,

*************************
Business Response
Date: 12/05/2023
Hello,
A detailed letter was sent to ******************, dated 11/1/2023 breaking down all the issues noted in her complaint. Banner Bank will be happy to provide this letter to the BBB if kept confidential. ****************** has requested to have no further contact with the Bank. Please advise on how the Bank can confidentially send the letter to address your request for further clarification. Thank you.
Initial Complaint
Date:10/21/2023
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.
Im a new homeowner and Banner Bank is my lender. Banner called to tell me my escrow account was negative approx $6200 around March 2023. Apparently when I switched home insurance companies/plans they fronted the payment and did not get reimbursed for approx $4400. The other balance was from property taxes they fronted. It took about 4-6 weeks to get a check from American Modern for the insurance plan I did not have/activate because the cost more than tripled. Meanwhile they increased my mortgage payments following that audit to account for the increased escrow balance. So my payment included: principle, interest, property taxes, active **** insurance and the insurance plan I never actually had. I neutralized the escrow account but then they never adjusted my monthly payment for the months following which was hundreds of dollars more each month. Ive been told by customer service and loan officers to simply make more mortgage payments until next years audit but anything I pay in excess goes into the principle, not back to me. I fear they are also charging unfair late fees because they think Im behind but Im not and possibly docking my credit although I pay my true mortgage calc every month. I feel like they are finding ways to extract more money from me and not offering to perform a new audit or actually help me fix any issues within my account. Its easier for them to do nothing. Im frustrated and all help is over the phone vs in the branch so I always get someone new vs someone who is dedicated to handling my case so Im not making any traction. I have had nothing but poor experiences from the start of my home buying journey with Banner and would not recommend them to anyone buying a home. I want nothing about their errors to reflect on my credit between March to present, any late fees for inflated monthly payment requests reimbursed and a new audit performed and any funds I paid in excess for the year credited back to me.
Business Response
Date: 10/30/2023
Dear ********************,
Thank you for bringing this Complaint to Banner Bank's attention. The Bank takes all complaints seriously. Your complaint was escalated to ***************** in our ***************************** to be investigated. Attached is a detailed letter outlining the activity that took place with your escrow account. The attached documents were also mailed out to you for your files. If you have any questions, you may reach out directly to the Bank's Mortgage Servicing Director, *********************, at ******************************. Our hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. PST.
Initial Complaint
Date:07/13/2023
Type:Product 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.
When I started my account, I was told that I was not going to be billed for paper billing and that it was set up to receive electronic. Roughly a year after the account was I found out that I was still being billed for paper billing. I contacted customer service and was told that they would look for a resolve. Nothing happened. So I went to my local branch which was great at filing an email with the company to get the problem resolved. Now I am still being charged for paper billing and they will not refund my money as it was a company mistake and not my fault. At this point I have sent the information through customer service and upper management and am waiting for a call from the district manager for my area. At this point there still has been no resolve and no employees that seem to want to actually fix the problem and refund the money that I was told I was not going to be charged.
Business Response
Date: 07/24/2023
Thank you for bringing this complaint to Banner Bank's attention. The complaint has been escalated to senior management to review, due to privacy laws no further comment will be made.
Initial Complaint
Date:05/22/2023
Type:Sales and Advertising Issues
Status:
UnresolvedMore 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.
5/18/2023 Banner Bank had an error that took $600 out of my account. On the 20th a Saturday I had a late fee of $300 because the money wasnt in my account. On 5/22/2023 I had to take the day off work to straighten this all out since Banner Bank wasnt going to fix it without me on the phone apparently. Overall they cost me about $500 between late fees and lost wages at work. Good job folks you made me close my accounts.
Business Response
Date: 05/26/2023
Thank you for bringing this complaint to Banner Bank's attention. The Bank takes all complaints seriously. The complaint has been escalated to management for review, due to financial privacy concerns no additional comments will be made,
Customer Answer
Date: 05/28/2023

Complaint: 20091771

I am rejecting this response because: an escalation wont help me pay the late fees I accrued because of your companys inability to not steal from me.

Sincerely,

*********************
Initial Complaint
Date:05/12/2023
Type:Billing Issues
Status:
UnresolvedMore 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 banner bank drive thru and asked to cancel my account. I was told that I could not cancel it from the window. I would have to come in. As I am secretly handicapped and didn't have my wheelchair with me I was not able to go in at that time. I removed all of my money from the account and was under the impression that the account was still open. When I checked online banking the account was still listed as active, with a zero balance. When my social security checks were to be put into the account by direct deposit they were returned because my account was closed. It has taken me twelve days now to get it straightened out and I still only have about twenty to twenty five percent of my income. I may have to reapply for my medical and food stamps. When the check couldn't be deposited then all of my benefits were cancelled. I had to go to the social security office and spend the better part of the day, in my wheelchair trying to figure out what happened. I spent the next two days in bed from having to do it I have yet to find out about my medical and food assistance. Without the medical services I receive, I simply won't live long. This mistake on the banks part could have cost me my life. All transactions were made in front of my caregiver so I have a witness that I was told my account could not be closed.
Business Response
Date: 05/26/2023
Thank you for bringing this complaint to Banner Bank's attention. The Bank takes all complaints seriously. The account was closed per ************************ instructions on 4/4/23. The complaint has been forwarded to management for review. No additional comments will be made due to financial privacy concerns.
Customer Answer
Date: 05/26/2023

Complaint: 20053415

I am rejecting this response because: I was told that my account could not be closed without me physical entering the building and signing paperwork. Because I was in so much pain that day, I told the bank clerk that I would have to do that at another time. So I pulled all the money out of the account, planning on returning on a day I didn't hurt as bad. My condition didn't improve I'm the following weeks, so I decided to leave the account open until after my checks were deposited. I used the automated online banking system to check the account. My account status was open, with a zero account balance. This was weeks after the account was closed. I was never notified that the account was closed. I assumed it was open because I did not enter the bank and sign paperwork. After all, I was told that it would be impossible to close my account unless I came into the building. So I claim that they are lying when they say that they closed the account because I instructed them to close it. My care giver from home services was driving me around that day. He is a witness to the transaction. He was even part of the conversation at the drive thru window. He offered to be the runner and take paperwork to me to sign. They told him I had to come in. Basically I told them to **** off and I thought they were just harassing me and that I thought it was possible to cancel any account from the drive thru. So I pulled all the money out of the account and we left. The account was still open. I know because I didn't go in and sign anything. Now they are saying that they can close my account with out my signature and without me physically being in the building. Somebody is lying. The reason I was closing the account in the first place was my debit card was constantly corrupted. The last card I got was corrupt the first time I tried to use it. That tells me that there is somebody leaking info out of the bank. How could a card be corrupt if it had never been used? The only thing I can figure is someone had access to my account from inside the bank. So I decided to close account. Then my check gets sent back because the unclosable account had been closed. Even though the online system says my account is still open, both checks, from ssa and SSI, are sent back due to my account being closed. Now the bank is saying that they closed the account due to my request. When in fact, they refused that request because I couldn't come in the building. Please don't let them get away with this. Their unprofessionalism has cost me pain and suffering because I have had to try to cover the shortage caused by not getting my money on time. The, straight out lie, that was told about them closing due to my request. Is unforgivable. Trying to cover your a** by telling a lie is tawdry. Especially when there was a witness. I'm ashamed to have been a client of theirs

Sincerely,

********************************
Initial Complaint
Date:01/19/2023
Type:Billing Issues
Status:
UnresolvedMore 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.
Banner Bank changed the Connected Checking Account, no minimum balance fee that I opened on 02-20-2020 without my knowledge and charged me $4.00 on 06-10-2022, 07-11-2022, 08-10-2022, 09-09-2022, 10-11-2022 and 11-10-2022 for a total of $24.00 Banner Bank changed my phone number and email address sometime after 02-03-2022 so that I was unable to access my account online to view statements or notices.I was finally able to go into the Banner Bank at ************************************************************** to get my online access restored so that I could access my statements on 01-18-2023.The account was opened expressly because Banner Bank advertised free checking with no minimum balance fees but started charging minimum balance fee of $4.00 starting June 10, 2022. There was no notice informing me of this change on any of the statements that I was able to access on 01-18-2023.I would like the $24.00 for the minimum balance fees refunded and for Banner Bank to honor the original agreement for no minimum balance fees.I am including the statements from the opening of the account 02-20-2020 through the 01-10-2023 statement showing no minimum balance fee before 06-10-2022.I am also including the flyer from Banner Bank as of 02-19-2020 showing that there is no minimum ongoing balance required and no *************** Charge.
Business Response
Date: 01/19/2023
Thank you for bringing this complaint to Banner Bank's attention. The Bank takes all complaints seriously. On May 1, 2022, Banner Bank made changes to personal checking and savings accounts, the required 45-day account change notification along with new terms and conditions were mailed to all Banner Bank clients prior to the changes going into effect. The complaint has been forwarded to management for further review, no additional comments will be made due to privacy laws and regulations.
Customer Answer
Date: 01/25/2023

Complaint: 18837693

I am rejecting this response because: There is no evidence that the supposed letter was sent in my online account once I gained access after a Banner Bank representative blocked my online access by changing my email address by 1 letter and changing my number by 1 number, which made the authentication codes needed to logon go to someone else.
My attempts to resolve this prior to this between 02-03-2022 to 01-18-2023 were unsuccessful. I have complied with the requirement that I was aware of to not allow the account to be inactive for 12 months as seen by my record of deposits.
I do not have any certified mail to verify that a notice was mailed by Banner Bank.
I maintain that I did not receive any notice verbally when making the deposits in person or via US Postal Mail.

As of 01-25-2023 the $24.00 in fees have not been returned to my account.

Sincerely,

*************************
Initial Complaint
Date:01/17/2023
Type:Sales and Advertising 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 name is ******. I own *********************. On 01/10/2023, I made the final payment for my loan with Banner Bank. The account went to a ZERO balance on my Banner Banking app. I then get a notice stating via snail mail that stated I had "unpaid late fees" in the amount of $129.87. I have ALWAYS paid on time even when the bank messed up processing the payments. If there was a late fee, I paid it with the payment IMMEDIATELY. I have screen shots to show ALL OF THIS. They are now refusing to close the account and **** the loan paid off. I want them to MARK THE ACCOUNT CLOSED AND PAID IN FULL.
Business Response
Date: 01/18/2023
Thank you for bringing this complaint to Banner Bank's attention. The Bank takes all complaints seriously. The Complaint submitted from ***************************** has been escalated to management for a review. No further comments will be made due to financial privacy.
Customer Answer
Date: 01/18/2023

Complaint: 18827752

I am rejecting this response because: No resolution effort of any kind has been made by Banner Bank.

Sincerely,

*****************************
Business Response
Date: 02/07/2023
This complaint has been resolved and the Bank considers it closed. Due to financial privacy no additional comments will be made.
Customer Answer
Date: 02/07/2023

Complaint: 18827752

I am rejecting this response because: Banner Bank refused to do any reasonable compensation or resolution. As a result, I have closed my accounts with them and will advise that NO ONE ever does business with them.

Sincerely,

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

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Banner Bank is NOT a BBB Accredited Business.