I have been with BancorpSouth, now Cadence Bank, for 22 years. Anytime I had an issue while it was BancorpSouth, it was always handled very easily and smoothly. I recently had a fraudulent charge on my account on July 3rd and called to dispute it. It took several hours just to dispute this charge, that was the first odd thing about this situation. Of course, my card was cut off as I expected, but the guy I spoke with told me to call back if the charge was still showing on my account after I received my new card. I initially thought this was odd, too, because I had never had to do that before. A week later, I received my new card and called to activate it. This was such a bad experience; I could get all the way to the point of putting in the card expiration date only to receive an error saying the info was incorrect. After going through this several times to make sure I wasn't hitting the wrong numbers or anything, I called customer service. I knew what was wrong, the person that inputted my card information into my account put the wrong expiration date. The first person I spoke to made up the excuse that my phone was breaking up and she couldn’t hear me, I knew it wasn't, and just to be sure called my husband and my mother, who has a completely different service provider, and my phone was fine. The second person I spoke to asked several questions and tried to help, but we got nowhere. No one would listen to me about my information being inputted into the system incorrectly. So, I finally went to the local branch, and a lady there called headquarters and, after five hours, finally had my card fixed. When I asked her what the problem was, she said the expiration date was in the system wrong. Go figure. I say all that to say I called customer service this morning to let them know the charge was still showing on my account, and she told me we're going to have to cut my card off again. I told her that I was NOT going through that again, and this had literally been the worst baking experience I have EVER had. I plan to go back to my local branch this afternoon and will most likely be changing banks today. They really need to have someone thoroughly go through EVERY step of their info line and correct all the issues. I am extremely displeased with Cadence Bank and the service I have received since the transition from BancorpSouth.
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