Complaints

This profile includes complaints for FirstBank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FirstBank

  12345 W Colfax Ave Lakewood, CO 80215-3742

  
• 

  FirstBank

  6701 S Wadsworth Blvd Littleton, CO 80128-4075

  
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  FirstBank

  18521 Green Valley Ranch Blvd Denver, CO 80249-6832

  
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  FirstBank

  13300 E Colfax Ave Aurora, CO 80011

  
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  FirstBank

  18600 E Hampden Ave Aurora, CO 80013-3500

  

The 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:08/24/2023

  Type:Product Issues
  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.

  On March 3, 2023 I purchased on the Fashion Nova online website in the amount of $421.09. Such item never appeared so I went ahead and claimed fraud with my bank because so much time had passed without me receiving item purchased I forgot about the transaction. They stated that it was an order placed by me and the dispute was not valid. After checking bank statements and e-mails I determinedI found that on March 14 FN sent an e-mail. I received a picture of the item labeled Fashion Nova left at my front door. Prior to this I had taken precautions with the logistics company and FN about holding the requested package due to high theft in my area. The neighborhood isn't safe and tenants have their packages missing/stolen often. I was at work when I received this and when I got home package was gone. I called my bank and let them know that I did make this online purchase however such product never made it to me. I provided a police report for stolen purchase however they are claiming my dispute isn't valid. This has been ongoing since March 2023 and I would like a resolution.

  

  Business Response

  Date: 09/05/2023

  ******************** established her banking relationship in December of 2022.
  
  May 2, 2023, ******************** filed a **** Debit Card dispute for a charge to SP Fashionnova.com, in the amount of $421.09, claiming she did not participate in the transaction. Provisional credit was issued to the customer on May 15, 2023, and a notice was sent to ********************, informing her that the bank would be investigating her dispute.
  
  On June 29, 2023, the merchant responded with compelling evidence showing ******************** participated in the disputed transaction. The merchant was able to provide documentation for two previous undisputed purchases, showing the billing and shipping address matched the address used for the disputed purchase. The merchant provided tracking information, confirming the merchandise was successfully delivered to Ms. ********* address. Additionally,the merchant noted that ******************** had reported her shipment as missing, and the merchant processed and approved a replacement which was successfully delivered to Ms. ********* address. The bank sent ******************** a notice, on June *******, informing her the dispute was denied and that the provisional credit would be removed in five business days.
  
  On August 9, 2023, a second dispute was filed for the same transaction. ******************** shared that the purchase was authorized, but the merchandise was never received. **** dispute processing rules do not permit additional dispute attempts after initially claiming fraud. Therefore, the claim could not be pursued further, and a notice was sent to ******************** informing her of the outcome of the dispute on August 21, 2023.
  
  The bank regrets any inconvenience caused to ******************** and considers the matter closed.
  
  
  

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20515735
  
  I am rejecting this response because:

  merchant provided a pic of delivery at which time I was not home and once I came home package was gone. Numerous amount of theft and robbery happen in this area and I requested both merchant and bank to provide a refund for stolen goods. Neither has provided a resolution and I cant be held liable for something I did not sign. A picture, or otherwise, not a signature, means no acceptance by me. i deem this unresolved as claim should be reassessed.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/02/2023

  Type:Billing Issues
  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 contacted First Bank (www.efirstbank.com) on 7/21/23 about multiple unauthorized charges on my account. The amounts totaled ********* and were charged to my debit card.These amounts were disputed and I received a new debit card in the mail. However on 8/2/23 I logged into my First Bank account and noticed that the account was closed. I received a phone call from my local branch indicating they refused to dispute the fraudulent transactions and that they were closing my account.There was no other communication in writing indicating the reason nor any supporting documentation. First Bank refusing to resolve these unauthorized charges are a violation of the agreement between the card issuer ****** and the backing bank.Additionally per the First Bank user agreement account holders are not responsible for transactions that are not authorized and/or fraudulent.

  

  Business Response

  Date: 08/09/2023

  *************************** established an account relationship with FirstBank in September of 2021. On July 19, 2023, ****************** called FirstBanks ************** to initiate a dispute for eight **** Debit Card transactions processed by Crypto.com and Cash App, totaling $10,494.01. ****************** asserted that the transactions were fraudulent and unauthorized.
  
  Upon submission of the dispute, FirstBanks Fraud Prevention team began the investigation of the request and identified prior conversations between ***************** and FirstBanks ************** that took place on May 26th and June 5, 2023. During prior conversations, ****************** requested to increase the purchase limits on his debit card to conduct two of the alleged unauthorized transactions made to Crypto.com. In both instances, ****************** was verified per FirstBanks standard procedures. In addition to the calls, all transactions processed by Crypto.com were authenticated through **** Secure and the ** address used for all transactions matched an ** address associated with Mr.******** ****** Banking history with FirstBank. Additionally, Crypto.com provided evidence that all transactions were authenticated using a One Time Passcode (OTP) sent to Mr. ******** cell phone number and email address that are consistent with FirstBanks records. The Cash App transactions were reviewed and identified as person-to-person payments which listed ****************** as both the sender and recipient of the transfers. As a result, all disputed transactions were denied and a letter was mailed to ****************** on August 1,2023, explaining the outcome of the investigation.
  
  Based on a good faith determination that ****************** participated in the transactions that he claimed were fraudulent, the decision was made to terminate the existing banking relationship on August 1, 2023. A branch representative contacted ****************** to inform him of the decision and offered to remit the remaining funds in Mr. ******** account in the form of a  cashiers check. On August 3, 2023, ***************** visited a branch location to collect the cashiers check previously discussed. FirstBank regrets any inconvenience caused to ****************** during this process and now considers this matter closed.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20414746
  
  I am rejecting this response because First Bank has violated multiple consumer protection laws and as a result this complaint has been forwarded to the ****************** Protection Bureau.

  Additionally this compaint has been forwarded to the ******************************** for arbitration proceedings. Thank you.

  ***************************

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair Issues
  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.

  FirstBank neglected my dispute and did not thoroughly investigate it. I initiated a dispute when my order from ***** was supposed to be refunded, after various times of contacting ***** they kept claiming my refund was sent. I waited till over a month and it still never showed ** in my bank. I contacted FirstBank in case it was an issue on their end. They ended up opening a **************. The dispute sided with ***** They said ***** sent supporting documents to win the case. Is the money not in my account not enough to prove I never got it? Ive sent pictures of multiple Kohls reps saying the refund was sent. *** talked to the highest manager they can send me to and they said it was sent as well. Im at a lost for words of how betrayed I feel from my own bank.

  

  Business Response

  Date: 07/28/2023

  ************* established an account relationship with FirstBank in January of 2019. On June 12, 2023, ******** submitted a dispute for a transaction initiated by *****, in the amount of $909.71. ******** stated that credit had not been received from Kohls upon return of previously purchased merchandise on May 9, 2023.  Upon initial review of the claim, a Disputes Representative issued provisional credit to the customer on June 21, 2023.
  
  As the dispute with the merchant progressed, the claim was denied on two occasions.As a result, the provisional credit previously granted was reversed on July 20,2023. On July 24, 2023, the dispute was reviewed by a Manager in the ******************* to explore additional alternatives that could be pursued. During this process, ***** initiated a credit into Mr. *** account in the amount of the dispute which was made final on the same day.
  
  The bank regrets any inconvenience caused to ******** as a result of the dispute process and the bank now considers this matter closed. 

• Initial Complaint

  Date:07/16/2023

  Type:Product Issues
  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.

  Opened a ckg acct 4 yrs ago & have had tens of $1,000s go thru this acct. Despite my acct having a block on it, so that no merchant can overdraw my account, this other ********************** did it anyway, for ~ $3700. 1st bank had no reply when I demanded to know why they were allowed to. My account went negative for at least two weeks, leaving me with no access to money. I spent 20 min filing a dispute. 7 Days later, I call back. No one has heard of my claim. I looked up my phone records, told them the *********** of my call, but no dispute was filed. I told them that I had filed a lawsuit against the company: extorting $3700 was about a 1/10 of what they had unlawfully done to me. I had a 12 page report filled with proof and reasons for the suit. I asked over & over if I could plz send it to the Disputes so they'd have all the info. They said no each time.They did nothing for me for 2 wk while I sat there with no money. Finally, *************************** (disputes) reversed the -$3700. I demanded to know why my original report hadn't been submitted. Someone in Recorded ********** was going to call me back when she found the recording & let me know who & why it happened. Never did. On 7/4 I go to get money out for my meds. Acct is -$3700, done so by *****************. Never got a call on 7/5 so 7/6 I call & refile claim w/ the 12 pg report. I had no money AGAIN. The next day I call back & unfortunately I get ****** again. I tell her I have no money, I'd only eaten 2 little chz burgers from McDs in 6 ********* cats had no food, WHAT WAS I SUPPOSED TO DO? She gets an ***************** 1st bank jargon at me, tells me my local branch may help. I go to **** E ****** w/ court ************** re: the extortion. Teller calls Disputes, of course, ******* answers. She humiliates me, sour attitude, speaks poorly of me to teller. They refuse to give me any of MY MONEY. Now 7/16, still no money, facing homelessness bec/ of this ********************** a single *********** 100% STARVING w/o a dime? How dare they

  

  Business Response

  Date: 07/26/2023

  ******************* established an account relationship with FirstBank in November of 2019.
  
  On May 30, 2023, **************** called into FirstBanks ************** to file a dispute for a transaction initiated by *****, in the amount of $3,860.26.The representative assisting **************** discussed the dispute process and stated that the dispute would be filed.
  
  On June 6, 2023, **************** called FirstBank to inquire about the ongoing dispute investigation. Upon review, it was determined that the dispute was never filed by the prior representative who assisted ****************. Upon discovery, a dispute was filed and subsequent correspondence requesting additional information to process the dispute was mailed to **************** on June 9, 2023. The information requested would allow the bank to determine if the dispute was covered under Regulation E and what dispute rights may be available. On June 12, 2023, provisional credit was provided to **************** as a courtesy, pending accurate classification of the dispute.
  
  The requested information was not provided by **************** within the 10 business days outlined in the previous letter sent. As a result,additional correspondence was sent on June 26, 2023, informing her that the provisional credit previously granted would be reversed on July 5, 2023 due to the bank not receiving the requested information.
  
  On July 6, 2023, **************** called in and spoke with a Disputes Representative regarding the reversal of provisional credit that was performed on July 5, 2023. The representative explained that the reversal was due to the bank not receiving additional information needed to process the request. During the interaction, **************** provided the necessary information and the claim was re-activated. **************** was informed that dispute would be reviewed and that provisional credit may be given within **** business days pending the outcome of the investigation. **************** asserted that ***** did not have rental automobiles available for prior advertised prices; forcing her to rent a higher priced vehicle. The transaction had been previously authorized by **************** and the dispute was processed as failure to provide services as described. Provisional credit was not given as it is not required under Regulation E.
  
  Additional correspondence was sent informing **************** that funds recovered, if any, would be issued upon completion of the dispute investigation.As of the date of this response, the dispute investigation is ongoing and FirstBank is awaiting a response from Hertz through the formal **** dispute process. At this time, FirstBank will continue to monitor the dispute process and will keep **************** informed of the status as information is received. FirstBank regrets any inconvenience caused to ***************** 

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  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.

  Yesterday I had a call with a FirstBank rep named ***** to find out more information about payments they sent to my mortgage company. She was supposed to call me at 9:30 AM MT this morning for a conference call with my mortgage company but never did. This is the first time I have experienced unprofessionalism with this bank - it was different before. .

  

  Business Response

  Date: 06/23/2023

  ********************* established an account relationship with FirstBank in March of ****. On June 15, 2023, ************** called FirstBanks ************** to inquire about a check sent through the banks ****************
  
  ************** was seeking to confirm that the check sent to her mortgage company specified that the funds should be applied as a payment towards principal. The FirstBank representative assisting ************** suggested that a conference call with the mortgage company and ************* could be initiated to allow all relevant parties to further discuss the situation. The representative placed ************** on hold while trying to contact the mortgage servicer, but after a few minutes the call was disconnected. The representative attempted to call ************** back immediately, but was unable to get ahold of her. There had been no prior discussion of scheduling a conference call the following day.  
  
  On June 16, 2023, ************** called FirstBanks ************** and spoke to an Online Banking representative who provided her with a copy of the BillPay draft. 
  
  Upon receipt of this complaint, an Assistant Branch Manager contacted ************** to further address her concerns. ************** stated that the check image she had been provided was sufficient and that she no longer needed a FirstBank representative to participate in a conference call with her mortgage company. At this time, ************** indicated that this situation was resolved; therefore, the bank now considers this matter closed.

• Initial Complaint

  Date:06/11/2023

  Type:Product Issues
  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.

  I received a refund on 4/12/23 for $1,213.06 and it was sent to Firstbank. I had an account with them until 2019, my account was closed due to a garnishment. I owed them fees for the closed account and a credit line that I had. I filed for bankruptcy in 2020 and firstbank ****** was on the list that I gave to my bankruptcy attorney. I called the bank and went in person, and everytime, someone gives me a different answer. The last information that I was given was firstbank kept more that half of the refund and issued me a check for ****** after settling what I owed them. Only thing is, it's been 4 years, I don't have an active account with ********************** and I filed for bankruptcy in 2020. Why was firstbank still able to keep more than half of the money sent to me? Why haven't I received the rest of it? I am at the address they have on file and I have yet to receive anything. How can an open institution collect on a CLOSED account for a settlement that they probably charged off, 4 years ago? I gave no authorization nor was there any communication. When I call the bank directly, or show up, nobody really knows why they are able to do this. I am seeking a full refund of the fund they took, for money sent on behalf of someone no longer banking with them.

  

  Business Response

  Date: 06/21/2023

  ********************************* established an account relationship with FirstBank on September 25, 2015. Ms. ********** account became overdrawn in September of 2019, and was subsequently charged-off on November 5, 2019. In July of 2020, FirstBank received notification that ********************** had filed for Chapter 7 bankruptcy and later received a confirmation of discharge on September 28, 2020. Upon receipt, the bank notated the bankruptcy filing on Ms.********** ******** record.
  
  On April 12, 2023, Ms. ********** account received a credit of $1,213.06 from the ** ********** of ********* The branch of account overlooked the bankruptcy memo and mistakenly credited $615.19 to the amount owed and issued a cashiers check for the remaining $597.97. The check was made payable to ********************* and it was mailed to the address the bank had on file.  
  
  In June of 2023, ********************** contacted FirstBanks ************** to inquire about the status of her funds. The representative assisting ********************** informed her that the bank had collected on the amount owed and that a cashiers check for the remainder had been mailed to the address on file. ********************* explained that her address had changed and that she had not received the check. ********************** was then provided with the contact information of a Branch Manager at her branch of account to further look into the missing cashiers check.
  
  Upon receipt of this complaint a Branch Manager contacted ********************* to apologize for the error and to verify her mailing address. ********************* provided her current address and a new cashiers check in the amount of $1,213.06 was issued on June 16, 2023. FirstBank regrets the inconvenience this may have caused ********************** and now considers this matter closed. 

  Customer Answer

  Date: 06/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  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.

  1st bank made a double payment to City American Airlines AAdvantage from my checking account. I tried to file a dispute with them, but they said they do not have disputing rights to call City American airlines AAdvantage and get my money back. 1st payment was made to City American airlines for ****** and the second payment was made for ****** for charges made on February 28, 2023. Please help me get my money back into my 1st bank checking account. I have attached my bank statement so you can see the double charges.

  

  Business Response

  Date: 04/12/2023

  *********************************** opened her accounts with FirstBank in January 2017.
  
  On February 28, 2023, two **** Citibank debits in the amounts of $300 and $466.20, posted to Ms. ********** checking account. On March 2, 2023,********************** called FirstBank to file a dispute for the $300 transaction,claiming it was a duplicate presentment of the same Citibank payment to American Airlines AAdvantage.
  
  On March 15, 2023, FirstBanks ****************** determined that the $300 transaction was processed to a Citibank AAdvantage card, but the $466.20 transaction was paid to a ********** Citibank credit card. In addition, both transactions were one time authorizations, initiated by the customer, at different times, indicating the transactions were not duplicates. Since the transactions were not duplicates, ********************** would need to work directly with the merchant,Citibank, to resolve the billing issue. This was communicated to ********************** on March 15, 2023.   
  
  On April 4, 2023, the FirstBank Disputes Manager, reviewed the dispute and verified that correct procedures were followed and left a voicemail for ********************** regarding the dispute.
  The bank now considers this matter closed.      

• Initial Complaint

  Date:04/01/2023

  Type:Billing Issues
  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.

  Please let me start out by stating how highly I think of the people who work in First Bank's branches. They have been sincerely concerned. My complaint directly concerns the corporations of First Bank (FB) and Fiserv, and the banking app that connects them. I am a FB customer requesting that FB take some iota of responsibility for their bill payment app and ****************** that by all indications have gone awry and caused FB customers a lot of grief and time. Thus far, my attempts to correct the problem 25 Days Since I First Attempted to Resolve the Problem with FB 7 The Number of FB Employees Who I Have Spoken With 3 The Number of In-person FB Branch Visits 4 Entire Days Invested in Attempting to Sort Out the FB/Fiserv Mess 3/03/2023 I used FB online app and attempted to make a $50 payment to my *********** (DC) account. A window popped up stating that I had already made the payment and prevented me from completing the payment. I backed out. I checked my balance, and that the $50 payment was NOT made. A few minutes later, I changed the payment amount and the payment was processed as normal. 3/07/23 I received a Fiserv debt collection email "Avoid Cancellation of Your **************** stating that I owed Fiserv $50. The rep explained that the app is a third party. I saw that the second payment was processed as normal, but the $50 (that I did not make or authorize) was attempted to be processed sometime afterwards. I keep only small balances in my FB accounts. 3/14/23 I received two NSF letters from FB via US Mail.3/13/23 I received a Fiserv email "**************** Has Been Suspended/ Reinstate Your **************** and Avoid Collections. My FB online app became indeed disabled. 3/31/23 I called FB headquarters who informed me that FB was aware of a Fiserv problem, seeking supporting customer documentation, and that FB ****** Services would collect the documentation. I was on the phone with FB ****** Services for nearly 2 hours because all FB supervisors who could do something about the Fiserv problem were all out to lunch and the rep could not get an answer. I went in person to a FB branch and personally delivered the documents. The documents are attached as well. Perhaps your organization can get the documents to the correct FB people who are working on the known problem - that is, if they are not all at lunch again.

  

  Business Response

  Date: 04/10/2023

  ******************* established an account relationship with FirstBank and became an active user of its **************** in April of 2021. Ms. **** has routinely sent monthly payments to ************ dating back to June of 2021. All payments are manually scheduled and occasionally increased in frequency to weekly or bi-weekly.Ms. Main scheduled a $50 payment on February 24, 2023, and a second payment for $60 on February 27, 2023, both made payable to ************. When a payment is initiated through the mobile app, a message is displayed that reads, This ****** has pending and/or recent payments. Tap here to view" in an effort to avoid duplicate payments from being sent. Bill *** transactions are not reflected in the senders available account balance until the selected payment date.
  
  On February 28, 2023, both transactions were remitted to *********** and showed as pending activity on ************* account. The account did not hold sufficient funds to process both transactions; therefore, the $50 payment was returned per the banks transaction posting order and ************** account settings to opt out of OD services on Check, ACH, and recurring debit card transactions. FirstBanks Bill *** Vendor, Fiserv, sent an email to Ms. **** informing her that the $50 payment was made to ***********, and as a result, she had an outstanding amount due.
  
  It is Fiservs practice to conduct a second collection attempt when payments are returned for insufficient funds. ****** attempted to debit the $50 payment from ************** account on March 3, 2023, which was again returned as unpaid due to insufficient funds in the account. ****** sent Ms. **** a second email informing her of the second attempt to collect funds, the temporary suspension of her Bill *** account, and a request to contact ****** to pay the balance due and avoid collection action.
  
  Ms. **** did not incur any fees related to this incident, was provided a refund of  $50 from *********** for the duplicate payment, and her Bill *** account status was reactivated on March 23, 2023.  The bank would be happy to address any further concerns Ms. **** may have and at this time this matter is considered closed.

  Customer Answer

  Date: 04/24/2023

  Please accept my communications. After spending four days myself attempting to resolve the Fiserv/ First Bank problem, I needed to catch up on my other matters. Due to the protracted problems relating to First Bank's partnership with ******, the two weeks attempting to determine whether it was a system issue or suspected fraud as two different bankers opined, and being treated harshly by ****** as someone who is a credit dodger. I have closed out my First Bank account. Again, the people who work at First Bank have been nothing but caring and sincere in attempting to bring a resolution to the problem. I do want to inform you that the letter posted by First Bank on the BBB website is incorrect. Here are my findings: - I made a regular payment to *********** on 23Feb for $50. - I attempted to make another payment to *********** on 28Feb for $50, but the system returned with a red and black glaring screen stating that the payment was a duplicate and could not be made. It was not a screen that is consistent with First Bank's website design and color scheme. A few seconds/minutes later, I made a $60 payment to *********** and First Bank's system operated as normal. - It is these two payments within seconds/minutes of one another that caused the problem. - First Bank confirmed on one of my many phone calls that there was a "Fiserv problem" across multiple accounts. I received an email from First Bank ********************* ****** Assistant Vice President reassuring me that their Fiserv problem would not affect my credit. ***************** If BBB would like a screen print of the account history, please let me know.

  

  Business Response

  Date: 04/27/2023

  FirstBank appreciates ************** feedback and have relayed her concerns to FiServ. At this time,there is no new information FirstBank can provide regarding the complaint. Ms. **** is welcome to contact the bank directly for any banking needs. 

  Customer Answer

  Date: 05/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/08/2022

  Type:Sales and Advertising Issues
  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.

  1st bank overcharged us 16x 34 in 2022 only so $544.They say insufficient funds while we always had money in the bank, just not in the right account. The right, honest way would be to send us a notification (text- email ), so we could transfer the funds in the second But instead, 1st BAnk, in a very fraudulent way, charges a fee without notification Even the government is starting to fight these fraudulent fees, and some banks (The honest ones) even remove them. Because everybody knows it's fraud. We want all these fees refunded since we always had the money in the account and could have solved the issue on short notice instead of being fraudulently abused by a crooked bank. No to mention, by doing this, 1st bank damaged our credit score, which was impeccable before we started with 1st bank. 1st bank uses a fraudulent system, and we are willing to dispute it in court and make it public.The refund for 2022 is 16x 34, so $544 (Again, we always have the money in the bank, and that could have been solved in a second instead of stealing it)

  

  Business Response

  Date: 09/19/2022

  ******* ******* established his relationship with FirstBank on August 30, 2019 and currently maintains several open accounts. On July 8, 2022, the bank attempted to contact ****************** regarding payments that presented to one of his accounts with insufficient funds, but his voicemail box was full.  ****************** called the bank on July 13, 2022 to review his account activity and request that $544 in non-sufficient funds fees be refunded. A Supervisor agreed to refund $102 at that time
  
   An Assistant Branch Manager, called Mr. ************* after receiving the complaint.  The Assistant Branch Manager explained FirstBank policies and procedures surrounding items that present to an account that does not have sufficient funds to cover the item.  She further explained that while FirstBank may make a courtesy call to customers when they are having an item returned, this is not standard procedure on every item that presents to an account with non-sufficient funds. The Assistant Branch Manager  made ****************** aware of  account alerts that FirstBank offers.
  
  ****************** agreed to set up alerts for the account and  the Assistant Branch Manager agreed to refund the remainder of the  non-sufficient funds fees ****************** had been charged. Upon review of Mr. ******** relationship,FirstBank did not report any negative information to the credit bureaus. ***************** was pleased with the resolution offered by the bank and this complaint is considered closed.
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/09/2022

  Type:Sales and Advertising Issues
  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.

  I have a fraudulent charge on my account that I never made from a place called Everlovegadgetwarehous. I never received any good or services from them and had not even heard of them until I received this fraudulent charge and Firstbank is refusing to remove this charge from my account.

  Customer Answer

  Date: 05/12/2022

  Firstbank has resolved my issue.
  
  Thank you,
  
  ***** Knopping