Complaints
This profile includes complaints for Capitol Federal's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/02/2024
Type: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 made an online payment from my checking account with Capital Federal Savings on 4/22/2024 in the amount of over $4,500 to pay off balance on credit card from ****** Savings. Cap Fed will only say they mailed out payment with a “3rd” party company (*******) on the 4/22/2024 with no tracking number or information to the checks where about. Meanwhile, payment to truity is now late and charge late fees along with bad credit. Cap Feds only suggestions is this I cancel check since none knows where it is ( at a 32$ fee to me) and reissue another payment. I just sold my home, I have over $40,000 in my checking account and can’t help but feel this is bing done to their advantage. At present, Capital Federal is doing NOTHING about this and has said it is out of their hands. What do I do.
Business Response
Date: 06/14/2024
Thank you for your feedback regarding your payment experience. Capitol Federal Customer Service has made contact with you and confirmed your payment successfully reached the intended destination and has been credited. Thank you again for trusting Capitol Federal with your banking relationship and for being True Blue®.Initial Complaint
Date:08/30/2023
Type: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.
Complaint: ********
I am rejecting this response because:I did not receive their response in a timely fashion, prior to closing my accounts for poor service and lack of communication and breach of trust. Close this case as unresolved.
Sincerely,
******* ****Business Response
Date: 08/31/2023
Thank you for you input regarding your recent experiences. We share your frustration with the May 2023 breach incident referenced in your complaint, as the breach occurred with an outside vendor, who notified Capitol Federal after the incident, prompting us to then notify affected customers. Capitol Federal did undergo a planned change of our core processing systems beginning in the afternoon of Friday, August 4th, through the weekend, and reopened the following Monday morning, August 7th. In-depth information for customers about what to expect and how to prepare for the conversion weekend was distributed to customers via newsletters and direct mail to your home address, email, online banking messages, social media, online how-to videos, account statement stuffers, signage in all branch locations and on the Bank’s website beginning in May 2023. Based on all the channels we communicated through to reach all customers continually, we believe we more than adequately informed customers. We regret to hear you may choose to close your accounts and certainly would value the opportunity to continue serving you. Thank you for choosing Capitol Federal in the past, and thank you again for your feedback on this matter.Business Response
Date: 09/15/2023
From the BUSINESS:Sent 9/13/2023 8:32:52 AMWe did not receive this complaint (dated 8-29-23) timely enough (notification received 9-12-23) to respond. No further action available at this time.Initial Complaint
Date:02/09/2023
Type: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.
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, they may contact me with the information already provided. I will not be contacting their customer support hotline as I have already called 2 times before and spent over 45 minutes on hold each time before hanging up. I never was able to talk with a real person.Business Response
Date: 02/13/2023
Thank you for reaching out to Capitol Federal about your concerns regarding the non-usage fees assessed on gift cards. As Capitol Federal operates out of ****** and ******** our gift cards would meet the requirements of the statutes of the states that we are located in. We would be happy to review the situation in order to assist you, but require more information before we are able to do so. Please let us know if you are comfortable with us contacting you via the contact information that was provided or contact our customer service line at ************** so a customer service representative may gather more information.Initial Complaint
Date:01/11/2023
Type: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 have been trying for months to use Capital Federal online banking. I can't get in. I call and they give me suggestions and I just can't get in. I have a mortgage with them and there is no branch where I can get help. I need help but I can't get it. It is the worst online banking I have ever seen. .Business Response
Date: 02/08/2023
Business Response /* (1000, 5, 2023/01/12) */
A Bank agent was able to contact the customer and helped the customer gain access to the online banking system.
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