Community Trust Bank

I called this bank today with a very simple question and waited for at least 10 minutes. The person on the phone gave me a smart response; so I hung up on her. If it's that difficult to get an answer to a simple question, it concerns me about doing my banking with them.

Absolute worst bank here. Their 24-hour convenience line is closed on weekends and after hours. So that's not 24-hour, but there is an automated system...that needs a person to verify anything. So, God forbid you go home for Veterans Day because you are in the army and get a break, then all of a sudden your card stops working, you're stuck until they open on Monday. But wait, Monday is Veterans Day, so they are closed, you say? So how do you get back to base? Well, thank God you bought the ticket in advance because this bank does not operate on weekends, and neither does their fraud department. Whenever I've needed a card because my old one was going to expire, it's been late, so I had no access. And by late, I mean I went there, complaining for months, then went back and told them if they didn't have my card at the bank in three days, I would be leaving; all of a sudden it was there the next day. Don't use this bank, or if you are, go somewhere else; these people don't deserve to be trusted with your money, especially if you can't fix your card when they aren't inside the bank itself. I've changed my number when I've logged on to the mobile app multiple times, but for some reason, the only one on file is the number I had when I was 16 years old. Email? Same deal, no access to it; therefore, no access to the account in person. And if you want answers, just look anything up on the website, and it'll say what to do when you get there but not how to get there, so prepare to look through many different tabs to find what you're looking for. Again, I don't recommend this bank. I hope I helped some of you prevent making a mistake and a waste of time.

These thieves will steal your money. Go anywhere but here for a loan. They can apparently change your payment and then deny they took extra money. I have never seen anything like this before. I honestly don't know how they haven't been shut down; they are so corrupt.

Have never seen such rude customer service. Let one payment be a day late and you start getting phone calls and threats of repos and letters. I wouldn't recommend this POS company to my worst enemy. And I may I also state that I've made payments that by and large were well over the amount due each month

Love the service good place to borrow from to buy a car. I would borrow from them again if I needed it and they would accept my loan

2nd time last minute notification that payment late. Donna sucks. We pay by autopay and check was lost. May you rot. I have excellent credit and there’s been zero qualms about reporting “no matter what.”

Always available for any questions. Excellent staff, friendly and knowledgeable in ways to help people improve their lives and credit scores.

Wonderful bank!!!!! Love them so much!!!!!!! Couldn’t ask for better service and customer satisfaction that’s for sure 100% !!!!!!

Nice loan sharks . I’ve been making additional payments for 2 years . Nothing reduces principal . Additional payments gets applied to future payments so they can maximize interest . Buyer beware on an auto loan , would not recommend to my worst enemy .

Unbelievably poor customer service on many levels and from many employees, including both the assistant Manager and general manager at the Berea branch. Additionally, I experienced major employee incompetence in handling my car loan payments.
Their payment systems are antiquated, and I imagine this may have contributed to their employees not being well trained in how to process auto draft payments.

Basically this bank punished me for attempting to pay overage on my car payment, by processing the overage ($133.31) as the actual payment, ($297.71) resulting in a delinquent account, and a disturbing collections letter.
I called the bank and was told my forms were insufficient (meaning the bank teller had not given me the correct forms) and that I would have to come in person to the bank again with another voided check to fill them out again. This would be the third time I had filled out the same forms since starting the loan in February, as I requested a pause on overage payments in March due to Covid causing financial instability, then tried to reinstate it in May.

I did fill out the forms again, and was told all would be taken care of. This was Monday

Friday I received a call from Jonathan in collections, who stated that my account was delinquent. When I told him what has transpired, and that I was assured that finally this ordeal was taken care of, he put me on hold. When he returned, he stated that the account was in fact taken care of. I pointed out that by this point in the conversation, good customer service would look like his having already apologized to me twice. Jonathan flat out refused to apologize for the bank’s multi layered mistake, which was causing me, the customer, to do a lot of footwork myself, as well as causing a lot of stress.

I then called back and asked to speak to a manager.
Lugenia in collections did very well and was professional, competent and apologetic. She was polite and helpful.

Delena, assistant manager at Berea Branch, did not apologize even once or explain what she was doing as I waited in silence, after she received a warm transfer from Lugenia (meaning L had explained the situation to her).
6064373309

Philip Smith, general manager
Made excuse after excuse for their incompetence, refusing to say he would look into the issue and attempt to retrain employees on how to complete important paperwork.

I’m aghast at the level of incompetence in both customer service and daily paperwork processing at this bank, and saddened by their lack of empathy.

My parents banked here so this is where I decided to start banking as well. I opened an account with them after I got my first job and have been a satisfied customer ever since. I've been very pleased overall with their service and never had any problems.

Community Trust Bank was the first bank I ever opened an account with. I was able to open my checking account with just $100. My favorite part about this checking account is that it is completely free with no monthly maintenance fee. I also enjoy how friendly and knowledgeable the staff are at my local branch. I have never had any problems with this bank. In fact they have always been very helpful. I once overdrew my account a few years ago, it was the first and only time I did that. I called the bank and explained to them that it was the first time that I had ever overdrawn and they told me since it was my first time that they would waive the fee. Ever since then I have been careful about my purchases and accounting for everything I buy. Overall I am glad I chose community trust bank to do business with. Doing business with them has been very easy and enjoyable.

Being used to corporate banks, I was skeptical when a close friend suggested I try Community Trust Bank to open a new checking account after I moved to a location where my old bank was simply too far away to conduct daily business. After seeing how friendly and, for a change, competent everyone I dealt with at my local branch was however, I was convinced that this was the place for me. Every transaction has been smooth, fast, and efficient, and I've never felt more secure making deposits, tracking my balance, or even just asking for financial advice from the people I've quickly grown to trust and admire. The application process was the most hassle free I've ever experienced, and seemed like more of a formality. The representative I spoke to was very friendly and answered all my questions confidently and knowledgeably. I've never run into a concern that wasn't addressed quickly and professionally, and their customer service completely blows your typical bank's out of the water in terms of knowledge and straightforwardness. They've very open and informative with clear and concise disclosures, and I don't feel like I'm getting the short end of a stick when I'm doing business with them. I'm glad I gave them a chance!

I had only one account with Community Trust Bank since August. That first account was a savings account but recently I opened a checking account because there are more advantages associated with it. I had no problems opening this account. Everyone was so nice and the application process was simple. There were no hidden costs. I only needed $100 to open this account. I got a free debit card and the first 50 checks were free.

I enjoy the friendliness of the employees at this bank. Everyone is always nice and helpful. I enjoy that there are many difference branches of this bank in this small area where I live. I like that I can use my debit card at any Community Trust Bank ATM at no cost.

I know that Community Trust Bank will always be there for my banking needs in the future. Whatever I may need, whether there may be a loan in my future or something different, I know that Community Trust Bank will continue to be helpful and I will have no complaints.

I have been a customer at Community Trust Bank for years. They have always delivered excellent service every time I have ever had an interaction with them. The attendants are always very friendly and very knowledgeable of any questions I have had. They have a free checking account option which is what I use and it is great. No hidden fees, no minimum balance and you only need a very small amount to open an account. I have never had any problems arise that was the fault of the bank. A great thing about this bank is that they have many branches around the location where I live, which was one of the reasons I chose this bank over competitors.

I never worry at all about my money. I know it is being taken care of. I recently got a call from a credit fraud company that works with Community Trust. I had used my debit card for multiple transactions at the Gas station and this raised a red flag for them. I was called the very next day and was told that they had put a hold on my account because of this suspicious activity. After talking with them they quickly took the hold off and I was able to use my debit card again. Since Community Trust works with this credit fraud agency I can have peace of mind when it comes to my money.