Complaints

This profile includes complaints for Associated Bank, N.A.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Associated Bank, N.A.

  330 E Kilbourn Ave Ste 850 Milwaukee, WI 53202-3170

  
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  Associated Bank, N.A.

  401 E Kilbourn Ave Ste 300 Milwaukee, WI 53202-3212

  
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  Associated Bank, N.A.

  115 4th St De Pere, WI 54115-2107

  
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  Associated Bank, N.A.

  2550 W Mason St Green Bay, WI 54303-4837

  
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  Associated Bank, N.A.

  200 N Adams St Green Bay, WI 54301-5142

  

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:09/14/2023

  Type:Service or Repair 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.

  My monthly auto loan bill is due on/around the 20th of each month, and because of previous issues with this bank, I do not use auto-pay. On Monday, 9/11/2023 at approximately 2:00 pm, I logged into my account to make my monthly online payment. I attempted, at minimum, three times and repeatedly received an error message that the payment was not processing. I sent the bank a message through their "secure message portal" asking why my online payment was not processing. The receipt message through the secure message portal states: "Thank you for contacting Associated Bank Auto Finance. We will process your request within 24 - 48 hours during our normal operating hours Monday-Friday 9:00 AM - 7:00 PM Eastern." As of Thursday, 9/14/2023 (three days later), I had not heard anything from them (no phone call, no email, no message). I wrote a check for the monthly payment and mailed it via post office on my way to work at 7:00 am. At approximately 1:00 pm the same day (9/14/2023) I saw on my personal bank account that a payment of $557.38 was already pending to be paid to Associated Bank. I immediately called the Associated Bank customer service phone number and was advised that there was a "system issue" that Monday and that the payment would be posted within 2 business days. I told the representative that I had never received an answer about the payment issue the previous Monday, didn't authorize the online payment after that date and didn't think it was going to be processed because of the error message, received absolutely no communication from Associated Bank. I advised that I mailed a check that morning that I could not stop. She stated she didn't have access to the messaging portal but that I could have the extra payment credited to the principal balance, applied for the next month's bill, or refunded to me after it was processed but that she would have to transfer me. I disconnected. Everything about this bank is unacceptable.

  Business Response

  Date: 10/16/2023

  Please see attached response. 

  Customer Answer

  Date: 10/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is semi-satisfactory to me. I guess it will have to do. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:08/21/2023

  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.

  I had an existing auto loan with Associated Bank at which I was looking to trade in my vehicle and take out a new lease. In speaking with their customer service multiple times in July attempting to determine the payoff amount to provide the business that was buying my vehicle, I had asked clearly are taxes included in the payoff letter. On my call on July 12th their representative told me yes. I also called them again as the time was getting closer (Probably July 20th or 21st) and needing to provide the payoff letter so I called and again I asked "what do i need to provide the dealer and I believe I asked again about whether the taxes were included in the payoff letter". I felt I was misinformed multiple times by their customer ******************** team which led me to paying an additional $2400 out of my pocket to cover the taxes for the sale of my ******* as part of the payoff letter. Having known this ahead of time I would have either rolled that into my lease or likely went a different route with the car I selected. Bottomline, this company takes no accountability, there is no access to their senior management to voice your frustrations, they don't show any inclination to care about their customers or even improve this situation so others aren't impacted like I was. I have asked 3-4 times already for a call from someone from their management to call and over month have not received one. Their customer portal/website is extremely unfriendly and unclear. They should have a disclaimer in the payoff section, "If a dealer is paying the vehicle, please use the dealer payoff letter" and direct customers to that site. Given the lack of communication and follow up from their organization I have a terrible taste in my mouth and wanted to voice this matter with the BBB.Appreciate your review of my complaint. Happy to discuss this further to fill in all the details. Thank you in advance.Best Regards,***********************

  Business Response

  Date: 08/30/2023

  Please see attached response. 

  Customer Answer

  Date: 08/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you *** update it before sending it.]
  
  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.  I will add that although my issue *** have been resolved, the customer experience and concerns around the communication and lack of correspondence back on this issue until we opened up the case with BBB. This was ultimately a productive effort and thanks for helping it get the attention is deserved from Associated Bank.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:08/14/2023

  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.

  I received instructions to set up autopay for my auto loan. I followed them and even with my automatic payments in place, I was charged a late fee for not paying the first payment on my loan. They claimed that they reached out to me prior to the date that they add late fees but I have a record of the call on my phone that I answered and waited for 20 seconds for a response and there was not one. If they are ***** enough to charge someone who pays monthly and has a great credit score, who knows what they do and how much they charge in fees to other people. They just scammed me out of almost $27. They are clearly desperate. I need to refinance.

  Business Response

  Date: 08/23/2023

  Please see attached response. 

• Initial Complaint

  Date:08/14/2023

  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.

  My problem is that Associated Bank took two full mortgage payments within days two months in a row even after I called customer service and representative assured me they fixed the problem. My mortgage payment of $1,655.07 was due 8/1/2023. I payed half on 7/15/2023 and the other half on 7/30/2023. On 8/1/2023, Associated Bank still took out $1,655.07 though I had $0 balance. I called associated bank on 3 separate occasions and customer service assured me they fixed the error and my check was mailed on 8/3/2023. They gave me incorrect info and I still have not received check and when I called again on 8/11/2023 the rep stated the check isnt mailed yet. Since Associated Bank does not have customer service over the weekend, I could not call anyone to fix problem while my *************** checking account was over drafting. On 8/11/2023, despite reps assuring me previously they fixed the problem, Associated Bank automatically took out not one $832.07 payment, but two $832.07 payments on the same day again over drafting my account, negatively affecting my credit score, causing me to overdraft and making me late paying my other bills.

  Business Response

  Date: 08/23/2023

  Please see attached response. 

• Initial Complaint

  Date:08/02/2023

  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.

  Acount # *********** Bank loan for 4 years was paid off in 3 months with interested added in.Bank does not charge for early pre-payments of loans but says that i dont get back interested money back charged over 4 yrs,why.

  Business Response

  Date: 08/10/2023

  Please see attached response. 

  Customer Answer

  Date: 08/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:07/14/2023

  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.

  I Associated Bank allowed a $500 charge from ********** to be taken out of my account when I had less than $30 in my bank. This is an unauthorized charged I filed fraud charges they took it out and they just return it again today saying that the company said it was mine because they could give them my address my phone number in my date of birth. that is easily obtainable online. They did not protect my account they allowed unauthorized access to it and now wont help me.

  Business Response

  Date: 08/21/2023

  Please see attached.

• Initial Complaint

  Date:06/28/2023

  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.

  I had an automobile financed in January 2023 with Associated Bank. My car ( being a ******** was stolen on February 3rd, 2023. The car was found on February 5th by the police and was completely destroyed which left it totaled by the insurance company. The car was largely paid off by my insurance company and also was finished being paid off with GAP insurance. For 5 months, AB has been billing me for payments which I DO NOT OWE. I have had NO RESOLUTION to this, and now they are threatening to garnish my wages FOR A CAR THAT WAS completely paid off! My good credit has been damaged because they have sent this info to the credit bureau; that is, that I am 5 months behind!!!!!! Every time I call, they tell me that they dont have enough info to close my case!!!! Every bit of information that they needed from me, I have provided, but all they say ( after like 10 -15 calls over the past few months) is- we didnt get those papers yet!!!!! They lie and lie and lie BE WARNED!!! Do not go with them!!!!!

  Business Response

  Date: 07/31/2023

  Please see attached response. 

• Initial Complaint

  Date:06/27/2023

  Type:Product 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.

  We would like the remaining fees and my deposit credited to my brothers estate and a refund check sent out. The bank was notified immediately of ************** death on 2/16 however refused to close the account or stop automatic payments . We called and stopped by a branch however no pause was placed. The total fees and overdrafts were $132 and we were only refunded $66. We are still owed $64 and a $200 deposit was placed by me on 3/6 I would like this refunded too. There should have been no activity after notification to the bank. Please refund $264 to the estate. Charges are not valid after death notification acct #**********

  Business Response

  Date: 07/10/2023

  Please see attached response. 

  Customer Answer

  Date: 07/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This response is not acceptable. The bank was made aware of ******** passing in February by phone call and by a branch visit. It took time to get the death certificate but the notification to the bank was immediate. No action was taken on the account when my parents went to bank and made notification to them. Furthermore the death certificate shows the date of death and any fees and overdrafts after that date are invalid and should be refunded. We are still owed for one overdraft and $20 in fees. I am also due back the $200 deposit that I put in temporarily to prevent further overdrafts. The bank should not in good conscience charge any of these fees that they have proof he was no longer alive at that time. They have s copy of the death certificate and are fully aware at this point these were charged when he wasnt living and we should get s full refund to the estate.

  
  Regards,
  
  ***********************

  Business Response

  Date: 07/13/2023

  Dear ************,
  

  I have been attempting to reach you by phone but have been unsuccessful. After further review we have verified that we have followed our processes and no errors occurred. Seeing as there are no bank errors we will not be refunding the $200 deposit. However, as a final courtesy Associated Bank has waived the additional $66 that accrued in fees. You may visit a local Associated Bank branch to withdraw the funds or if you prefer a cashiers check can be mailed. Please advise on how you would prefer to proceed.
  

  Thank you again.

  Customer Answer

  Date: 07/14/2023

  I will accept a cashiers check. I do not wish to speak to the associated bank representative on the phone as he was rude and unhelpful the first time we spoke . 
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair 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 April my account showed that I was late making a payment so I ended up double paying.Now, for ***** I have been trying to pay since 6/22/2023. Multiple days. It errors out and won't let me pay. Now it says I'm late and owe double. There's no way to contact anyone. I've tried calling and am on hold forever with no human interaction. This is ridiculous!

  Business Response

  Date: 07/11/2023

  Please see attached response.

  Customer Answer

  Date: 07/11/2023

  Better Business Bureau:
  

  ID ********,

  While I was in fact able to get the matter resolved, I had to jump through a lot of hoops to do so.  I'm sure it will be problematic every month based on their inability to provide information easily, or to contact anyone.  I had to use ******** to reach a human being, then call a long distance number, then reach a completely different department.  So yes, it's resolved, but certainly not satisfactorily.
  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  Date:05/19/2023

  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.

  I opened an auto-finance loan with Associated Bank in November 2022 and have had nothing but problems. I made my monthly payments on a bi-weekly split payment (half the monthly payment, twice), and the bank was unable to process half payments, so I enrolled in auto pay for monthly payments. Six months into my loan I noticed the automatic billing was taking out more money from my account than what my "Amount Due" stated on my account homepage, so I canceled all of my automatic payments. When I called and spoke to them, customer service told me that because I made the first few months' payments bi-weekly I had a credit of just over $7 that was not being applied to the principal or the monthly payments, so even though my account said one amount was due the autopay would only take out the amount due that was determined at the conception of the loan. I told the representative that I had never received any statements and she told me that they were unavailable online, and statements were only sent out if you are NOT enrolled in autopay. I asked her how I would be able to see how much credit I had on my account and how much I have paid in principal and interest, and the representative told me that I would have to call and request them each month. When I called to make my next payment, I spoke to a new representative who applied the credit to the principal balance and then attempted to process my payment but said it wouldn't go through because there was a pending payment in the amount that my homepage told me was due. I told her I canceled autopay and now my monthly payment would be short because she applied the credit to the principal instead of the payment because she did not tell me there was a pending payment already. AVOID THIS BANK AT ALL COSTS. There is no transparency from them and it is very hard to get ahold of them. I sent emails with no response and their phone system will hang up on you, it's like they intentionally make it difficult to speak with them.

  Business Response

  Date: 05/31/2023

  Please see attached response.