Busey Bank
reviews and complaints

I've been using Busey for 18 years. I ain't got no complaints with any of the branches I've used in Bloomington/Normal or Decatur. They've been responsive online and in person. I love the online chat thingy and I like the new mobile app too. I ain't got nothing but good things to say. We got 3 deposit accounts with Busey and one loan. We gonna keep using them.

Typically, folks use ComplaintsBoard.com to share their not-so-great experiences. I wanna give a shoutout to Frank for his awesome customer service. I had a little hiccup, but he worked with me and fixed it up real nice. It was a breeze to sort things out through the chat on the Mobile app. I was actually thinking about closing my account after the merger with The Bank of Edwardsville, but I reckon I'll give Busey another shot.

This bank closed a probate account without any notification and left me in a bind. The regional manager was not able to provide a satisfactory solution. I requested a call back from an authority employee both in writing and on a call. No one has called back. It has been over a week. I am a senior citizen and have found the personnel at this bank rude and not helpful. This used to be Busey Bank. Seems the new ownership is not community friendly.

I'm giving this bank a one star rating because there's no option for zero stars. It has cost me time and money. The staff is poorly trained. Customer support told me not to contact my local branch because they're poorly trained. Customer support took hours to respond to my online messages. My transactions were declined days after the purchase was made, causing the transaction to fall through. This happened after one of their staff members told me the transaction had gone through. HORRIBLE BANK.

I wish I could leave negative stars. Honestly, this bank seems like a total scam to me. It's the scammiest of them all with their scammy tactics they use. Just like the other reviews, this bank is one of those scam banks that purposely let you overdraft so they can scam you with fees. It's really simple. The Credit Union down the street is no different, and their scammy attitudes are the same. I don't understand how these people can live with themselves, doing this to innocent people. But thanks to the internet, we can all warn potential customers and convince current customers to withdraw. This bank is all about scamming people with fees. I got scammed AGAIN with these fees. I specifically asked about this when I opened the account to avoid it, but it still happened.

This bank is absolutely terrible! My account got hacked and they are so slow to do anything about it, it's ridiculous! I had like 7 or 8 charges that were a result of the hacking, and they only refunded one of them. Then, when I reported another charge at the same time as the refunded one, they said they had no record of it. But when I mentioned it, they quickly refunded it. So, someone messed up there, right? And then I found like 5 or 6 more charges and went to the local branch to get them reversed. But after a whole week, I hadn't heard anything, so I sent a message. And guess what? They said there was no record of me being at the branch! It's been 9 days since I went there, and I sent messages today with no response. I'm closing my account tomorrow and I might even contact the local news. I hope your experience is better than mine!

Busey Bank is the absolute worst bank I've ever dealt with in my 57 years. They somehow managed to acquire my mortgage, which was already a frustrating process. The bank I used to work with was professional and hassle-free. Their so-called "online" payment program is a complete joke. It's incredibly hard to navigate and almost impossible to find what a normal person would need. Their "customer service" is a joke, just like their website. Don't even get me started on their "online" chat or the people you talk to on the phone - they're all a joke. And to top it all off, these clowns have the audacity to charge me $5.00 just to pay them electronically. Can you believe that? I have no words to express how much I despise the way this company does "business." I only gave them one star because the stupid system forced me to rate them. If I had the choice, I would give them minus a thousand stars.

I've been a Busey Bank customer in *** since 2018. In that time, I've had to get 3 different debit cards because of fraudulent purchases on my card. Every time I call to dispute charges, they accuse me of "forgetting that I made a purchase" or "forgetting that I let someone use my card." It's insulting because I'm very careful with my money, follow all safety protocols, and make sure all transactions are accurate. I've asked for callbacks from bank management, but they never happen. The chat feature rarely gives prompt responses, and every time I go to the branch, there are new employees, which I expressed my concerns about to a member who called for survey feedback. The only option they give me for fraud is to close my debit card, which is a hassle because I have to update my card information on bill portals. In the latest case of fraud, my account went $40 negative, and after reporting it, a direct deposit took the $40 immediately. I went to the *** branch to explain that I needed the money back in my account right away, but they said they couldn't do anything about it, not even issue a credit. They promised the manager would call me back, but she never did. They just wanted to get me out of the office. Reluctantly, I got a new card for the THIRD time, and not even a month later, I noticed fraudulent charges again. It's clear that there are serious security flaws in their system because two of my sisters had similar experiences. (One of the tellers even made a big mistake and took money out of my account and gave it to my sister when she cashed a check.) I've decided to close my account, even though it will be a huge hassle. It will give me peace of mind. Busey, you need to do better!

I went to Busey Bank in Urbana on Philo Rd on Wednesday, February 3rd for some banking. The sign said I needed an appointment to enter, which was different from before the pandemic when they just wanted customers to ring the bell. I called from my car and they said I couldn't go inside and no other branches were open for indoor transactions. I explained what I needed and they said they might be able to help me at the drive-thru. I got to the drive-thru window at 2:13 pm. I had insurance checks to drop off for Busey to sign, a deposit and a withdrawal, and I wanted to open a CD or something similar, but I wasn't sure what was best. I stayed at the drive-thru window until 2:44 pm. After a few minutes, a line formed behind me, and there was a man who honked, yelled, and cursed at me for about 20 minutes because I was taking too long (when I talked to him before leaving, he apologized and said he took his anger out on me instead of Busey, which was nice to hear, but Busey shouldn't have to deal with that). I opened a CD, but I don't feel like my questions were answered and I'm not sure if it was the right choice. It's really hard to figure out what to do without talking to a banker, especially while getting cursed at. After I left, I talked to a banker I know at that location on Facebook, trying to get contact information for someone who decided to close all branches. She wouldn't give me any info besides her building, so I decided to do this instead since I couldn't find the information myself. It's really frustrating to have a mortgage with Busey, to have had savings and checking accounts with them for decades, and to have a CD, but not be able to do in-person business months after the rest of the community reopened. The banker I know told me they aren't open because four of them have compromised immune systems. I understand that, since I'm in the same situation and I have heart issues, but I still go to work every day and serve my customers. I've been really worried about catching COVID, but we know so much about how to protect ourselves now, so there's no reason why in-person service can't be done safely. And that excuse about four of them being compromised doesn't make sense when all branches are following the same process. I can walk into my other bank and my credit union whenever I want. I understand that banking won't be "normal," but it's absurd to tell customers they can't come inside. As I've talked about my experience with multiple people in the past 24 hours, I've realized that this is a big problem for many. After 11 months of this pandemic, it's time to figure out how to provide proper banking opportunities for customers.

My debit and credit got hacked on Walmart.com. Someone made 5 payments of $373.89 on the same day. I called Busey Bank to let them know. They investigated and said that because the hacker had all my information on file, they couldn't refund my money. This is clearly fraud! Walmart admitted their security isn't the best and apologized. It's not right that they took almost $2000 from me. I can't afford to lose that much money. I really need help.

After my phone got hacked, it seems like this company joined forces with the State of IL and trusted them with my personal information. But ever since then, Busey Bank and their online banking system have been messing up my balances and transactions. Suddenly, my cash disappears from my online banking and I can't figure out what kind of balance or advances I have. It's really frustrating because I'll get notifications on my phone about a debit, but when I check my account, it's still pending for days. I can't even keep an accurate balance anymore. And don't even get me started on money transfers. The transfer time is all messed up now. It used to be reliable, but ever since this alliance with the State, it's gone downhill. I used to have all these services available in my online banking, but now I have to manually search for everything. It's just not right for a bank to operate like this and be so unethical.

I got a complaint 'bout Busey Bank. Every time I call customer care 'bout a problem with my account, they just tell me to talk to the merchant. But here's the thing, I never even authorized the payment in the first place! Their response is always, "Sorry, you gotta reach out to the merchant you bought from." But I didn't buy anything! This has happened three times already, and each time I gotta pay for it.

I was supposed to get a new debit card before my old one expired, but it never came. So I reached out to them, and they said, "Oops, sorry! It should've been there already, but we'll send it fast now!" Waited another two weeks, still no card. Called 'em again, and they said, "Oops, sorry again! We forgot to send it, but we'll send it now."

Next day, I wake up to yet another charge that I didn't authorize! Let's see what their super helpful response is this time - "Oops, sorry! We see the charge, but you gotta talk to the merchant." I'm done with this! If my account got hacked or my card got stolen, I don't think this bank even cares what happens to my money, as long as they can charge me for it somehow!

The worst part is, I know my complaint won't make a difference 'cause this bank is so huge and been around forever.

My mom died on Sept 20, 2021 and got her VA Pension check. I went to the Del Prado Cape Coral location in Oct/Nov 2021 to close her account with her death certificate. The banker said I needed court papers to prove I deserved it. They wouldn't let me close it. I got papers from small claims for $231. The account had $1244 left. I went back on Sept 9, 2022 with the documents to close the account and get the check. But I realized I didn't have my license. They told me to email a copy that day and they would close the account and mail the check. I waited for the check in the mail, but that idiot sent it back to the Veterans without telling me. I waited 2 weeks and my wife emailed the girl. That's when I found out. I talked to the VA 2 months after my mom died and they said they would have taken it out, but they didn't. If I had my license, I would have left with the check. They closed many branches between Cape Coral & Port Charlotte because deposits went down. Worst bank in Florida. The Branch Manager said she would talk to the Regional Manager about refunding the court fee. She said she would get back to me in a day. It's been over a month and she never did. I wouldn't have gotten the court papers if they were just going to send it back.

Busey Bank took over *** last year and now they have my loan. They told the credit bureau that my loan is more than 120 days late, even though I paid on time. They say the loan was due in full in 2017, but I have proof that I made monthly payments since then. I have records, a tax statement, and a credit report showing that I paid on time and the loan is in good standing. I also included the last two statements from *** showing that the loan is current. Busey Bank doesn't want to accept any of this evidence. They are basing their actions on one piece of paper without a header or signature from ***. They can't provide any evidence to support their claim. They say it's my job to prove them wrong, but they don't accept what I show them. The loan officer I worked with at *** now works for Busey Bank, but they won't let him help me. They say I can only work with Chris Harris. Does any of this make sense? *** accepted payment on this account after 2017, otherwise Busey Bank wouldn't have taken over. There were no collection letters, the account was in good standing, and yet Busey Bank reported it as negative to the credit bureau. I want this removed from my credit report and reported as current. I also want Busey Bank to honor the payment plan I had with ***, which was $385 per month at 4% interest until the balance is paid off.

I got a call from someone claiming to be Busey Bank. They said my accounts were compromised and I needed to transfer my money to another bank for safety. So, I went to the *** branch and asked to send a wire transfer. They checked my ID and verified my funds before authorizing the transfer. Then, I signed and verified the outgoing wire transfer form. The funds were sent to a coin base account, which quickly converted them into cryptocurrency. They didn't ask any more questions after verifying me. I had two business accounts, one checking account, a money market account, and a personal loan with *** Busey Bank branch. I've been banking with them for over 25 years, and they all knew me by my first name. I think they didn't do enough to protect me as a customer. They should have questioned why I was sending such a large amount of money ($56,799.89) to another institution. They just approved the wire transfer without showing any concern. If they had asked, I would have known it was a scam. I would have told them that the person claiming to be from Busey Bank wanted me to transfer the money to a dummy account because they suspected someone inside the bank was trying to hack into my accounts. Busey Bank promises to handle customer accounts with care, confidentiality, and integrity. They claim to use good judgment and common sense when making decisions. I don't think they lived up to this promise because they didn't question me.

My checking account and online banking info got hacked by a fraudster on April 12, 2022. This led to my account being overdrawn by $1,453. I talked to customer care at *** bank, and they said they'd close my account due to the fraud. They told me to go to a local branch to open a new account. So, I went to the *** bank branch in Granite City, IL to discuss the problem. The two managers I spoke to didn't want to fully close my account. They decided to keep it open for deposits but not allow any withdrawals. They also refused to open a new account for me, blaming me for the situation. I contacted my payroll department, but they couldn't stop my direct deposit from going into the account on April 14, 2022. I asked the bank again to fully close my account to prevent my paycheck from going into a fraudulent account. However, the bank manager flat out refused. To make matters worse, my paycheck was deposited into the account that I couldn't access anymore. The bank basically stole my paycheck by not closing my account completely, even though they had all the evidence of fraud. They kept it open to take my check and allow more money to be taken out, increasing the debt. A bank customer care rep advised me to file a police report with the Granite City Illinois police department. So, I did that. The officer I spoke to asked for my bank statements from the last 30 days. I went to *** bank on Wednesday, April 13th to get my bank statements. I asked about the account balance, and it was -$3,600. I was surprised because it had changed overnight from -$1,453 to -$3,600. The manager I spoke to said that there were 5 more fraudulent transactions, which caused the extra money to be withdrawn. My account was supposed to be closed, with only deposits allowed, but no withdrawals.