Busey Bank

jan colbert _{on Google}

Apr 9th, 2024

I UPSed a letter (with my signature) to Busey Bank which they received on 03.28.24 requesting a joint account to be closed (since I was no longer the POA on the account). On 03.28.24, Busey called me and acknowledged receipt. After a week, the account was still open. I called. I was told it would be taken care of within a day. I was told that she was sending it to the Branch Manager marked 'Urgent."
On the next day, Day 8, it was not taken care of; I called. I spoke to yet another person. She assured me it would be taken care of and she would get back to me. I brought up my UPS letter of eight days previously. She stated that it was lost. She called me back on Day 11. She left a voicemail saying I was to 'be patient.' I did not see the vm at that time, so I called her on Day 12. She told me that it would take time, maybe until the following Monday (which would have been Day 18.).
Later on Day 12, another person called me because the new POA for the account had come in (I live in another state and could not come in). This person sent me an electronic document to sign, which I immediately did. She stated that the new POA would have to come in to sign a document also. I suggested sending her an electronic document to sign, like I was doing. She stated that she dealt with this person in person. The new POA did not come in to the Busey office until Day 13 to sign.
I had been told that when the documents were complete and I no longer had access to the account that I would receive notice. I did not. I just had to call Busey again and was told that everything had been taken care of. I asked why I still had access to the account online. He stated that it takes a day. I was clear that I want access to stop. He then called IT and asked them to revoke access immediately. I just tried to logon and was not able to, so after 13 days, this matter has been taken care of.
I was shuttled around among eight people over the course of 13 days. I made many phone calls; I sent many emails. I included an entire history (much more detailed than the above) to one of the people. I of course have a record of each person involved in this matter.
When opening this account, it took a very short amount of time. Why did it take 13 days to get me off of this account?
Surely this violates banking laws and regulations.
How can Busey receive a UPS letter and then lose it?
Apparently, there is no log of such receipts.
Perhaps Busey could scan in the document as soon as it is received.
The culture appears to be lack of accountability (shuffling me around among eight people and not following up).
Busey Bank has a long history. Busey is an SEC company (BUSE). Yet, controls are clearly lacking.

Josh Nagy _{on Google}

Aug 25th, 2022

These people are great!!! They went above and beyond today. I wasnt paying attention and arrived about 15 minutes before they opened. They helped me anyway. Thanks Busey for the excellent customer service!!

Sherri McMahan _{on Google}

Mar 20th, 2022

I've banked with Busey Bank for the past 6 years and I highly recommend them.