ComplaintsforFirstBank

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First Bank is ridiculous. They decided to close my account after crediting my account. Then tell me that my credit of $2500.00, which I have an email stating it was credited to my account, that I won't be getting that. I called customer service this morning for them to unlock my account when the representative decided to hang up on me in the middle of talking. One second, I was trying to talk to her about my account and then she says "thanks for calling first bank have a good day and hangs up the phone. How the h*** is first bank allowed to say they closed my account yesterday but still credit my account and then not give me my $2,500.00. First bank has taken any check through mobile deposit as fraudulent even when they come from my employer. If they aren't a wired deposit to the account, the consider is fraud after approving the check. Your app says up to $500.00 per day can be available but the bank obviously approved the check if the full amount went into my account. Then finally get to talk to a supervisor and you still want to keep my account closed and not give me the money you credited into my account in full at 8:19am this morning on 5/31/24. I've read all the other complaints on first bank and seems they have a lot of issues, and this isn't just me who has issues with first bank. I want my $2,500 that you credited and refused to give me.

  

  Business response

  06/10/2024

  ***************** established a banking relationship with FirstBank in June of 2023. On January 12, 2024, ************** initiated a mobile deposit through FirstBanks Mobile Banking Platform for $3,500.00. The check was identified as fraudulent by FirstBanks Fraud Prevention Department;therefore, the deposit was reversed. Upon notification of the fraudulent check deposit, ************** claimed that his account information had been compromised and opened a new account as a result.
  
  On May 30, 2024, ************** attempted a mobile deposit for $2,500.00, which was subsequently reversed as it was deemed to be fraudulent. Due to the occurrence of a second fraudulent mobile deposit attempted by **************, the branch of account made the decision to terminate the banking relationship on May 31, 2024. ************** called into FirstBanks ************** to discuss the status of his account that same day, prior to receiving notification about the closure from the branch. ************** was transferred to a branch manager who explained that the check deposited was fraudulent. At this time, ************** explained that he had received the check through email and attempted to make the mobile deposit by using the electronic image of the check. When a deposit is processed through the banks mobile application, customers are notified that approved and processed deposits will affect balances, up to $500 per day. ************** stated that he received an email alert from FirstBank indicating that his deposit was received but was concerned that there was no mention about the validity of the item at the time of the deposit. The branch manager reiterated that the deposit could not be processed, and the account would remain closed.
  
  On June 3,2024, a previously deposited check for $1,519.66 made through Mr. ****** mobile banking application was returned as counterfeit, leaving the account overdrawn $1,405.81. ************** has expressed he is unwilling to bring the account back to a positive balance and as a result, the bank considers this complaint closed.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I filed a fraud case on my account! I had **************** take money out of my account because I lost my card at a **** station! I was not at this location at all. I was told they would not refund my money because they said I was there on social media. I was not there at all. Not one place did show I was at this place or tagged there!! This is a lie!! They are stealing my money from me! I have been with this bank for a long time and never had this happen. I am about to move banks and never come back! This is unprofessional. I'm shock that s bank would be like this! I had a friend take me out close to my house and she paid for everything. I didn't l. I wasn't even at this place! They close the case

  

  Business response

  04/05/2024

  Ms. ************************* established a relationship with FirstBank in June 2009.
  
  On March 11, 2024, **************** contacted FirstBank to dispute several debit card transactions totaling $93.88, asserting she had lost her card on March 9, 2024. FirstBanks *************************** investigated the dispute. Based on several factors including transaction detail, social media posts and timestamps, and additional surveillance imagery, we have determined **************** conducted and/or was a party to the disputed transactions.
  
  A letter was mailed to **************** on March 22, 2024, denying the dispute based on the evidence described above, and the bank considers this matter closed.  
  

  Customer response

  04/15/2024

  I don't agree with this response! I feel like this company is being very racist! They saw this message and looked up who I was and closed out my bank account. The branch location that I'm at wouldn't even let me go to another branch to move my account too. I have never had any problems before with this bank. I never received any warning! It was also also filing the complaint added to this closing my account out. The manager at the ******** location was very rude and had poor customer service! This is not right to be racist and not even allow me to go to another branch at all. This all happened after I filed a complaint on this bank as well! They new I complained and also closed it out because of this. 

   

   

  

  Business response

  04/24/2024

  On March 11, 2024, **************** contacted FirstBank to dispute several debit card transactions. A standard investigation of the dispute was conducted, and FirstBanks *************************** concluded that **************** participated in and received benefit from the transactions.Since **************** disputed transactions for which she received benefit, the bank terminated the relationship, as is standard procedure when fraud is suspected. When a FirstBank customers relationship is terminated, the decision is made for all branches of the bank. A Retail Manager notified **************** of this decision on April 8, 2024, and *************** collected her funds on April 9, 2024.

  Customer response

  04/25/2024

   
  Complaint: 21488971
  
  I am rejecting this response because:
  

  This is a lie! I never received any payment back on this dispute! You guys denied it! You closed my account with no warning! I was never paid by you guys from any branch or department! This was wrong after years of being with you guys and I feel that **** was being racist and wanted an excuse to not let me into any other branch or location and didn't like that I sent to the BBB. Soon after I went to BBB my account was closed!

  
  Sincerely,
  
  *************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First bank has issued a **** for the $300 sign on bonus I received when opening the account and classified this as interest when it should be a MIS income and not interest. That is a different taxable rate. I feel this was retaliation due to the last complaint.

  

  Business response

  02/01/2024

  **************** established a relationship with FirstBank in May of 2023 through the online channel. All applicable disclosures were provided to and accepted by **************** digitally, including disclosures detailing the New Account Promotion requirements and that the cash bonus is considered interest. Per the Truth in Savings Act, the promotion is a bonus, and it is taxed as interest per IRS requirements. **************** was eligible for and received the $300 promotion in August of 2023.
  
  FirstBank regrets any confusion caused to ****************; however, the issued ***************************************************************************** accordance with standard procedure, as with other customers who received the promotion. A new one will not be issued.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had over 50 non-1st bank ATM fees this year and am not sure why. I have not received anything stating that my normal fees would be removed for overseas. I ask the company to ***** some sort of leeway on these new fees, or explain how I can get a debit card with less fees through them, or refund my fees because I was not aware until going through my expenses this year. I never got a call or communication this would occur like this.

  

  Business response

  12/29/2023

  ************************* established a relationship with FirstBank in April 2010. At account opening, ************** received a copy of FirstBanks Fee Schedule detailing FirstBanks fees for withdrawals conducted at non-FirstBank ATMs and international transaction fees. In **************** February 2023 statement, he was notified that FirstBank would be transitioning to the Money Pass network, which would expand the number of free ATMs available to customers. The notice also included a reminder that withdrawals conducted on ATMs outside the MoneyPass network would receive a $2.50 fee.
  
  A Retail Manager called, left a voicemail, and emailed ************** on December 22, 2023, to discuss options to avoid fees for international transactions and ATM transactions outside of the fee-free network. She emailed him a link to the MoneyPass ATM network and described how to find locations from the Mobile App.
  
  As a courtesy, the Retail Manager refunded all non-FirstBank ATM and international transaction fees charged by FirstBank in 2023, totaling $285.99.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used car for my son and used Zelle to make a payment. It was flagged for fraud. When first bank called, the representative was rude, spoke over me, and argued with me like a child saying nugh ugh and used a mocking tone. She closed my accounts and has blocked my *** so I cannot pay my bills with a new bank account. They also promised to mail my tax refund and instead returned it to the **** I want the *** block removed as this is retaliation for nothing! There was no fraud! Im an attorney and very upset they did this and will *** if Im unable to pay bills as normal due to this.

  

  Business response

  12/13/2023

  **************** established a relationship with FirstBank in May of 2023. On November 7, 2023, **************** attempted to complete a Zelle transfer for $500.00. The contact to whom **************** was sending funds was recently added, and the transaction was blocked until it could be verified by FirstBanks **************************** A Fraud Representative called *************** to verify the Zelle transfer attempt. The Fraud Representative explained that the transaction was flagged, as it was a new contact, and FirstBank wanted to verify its legitimacy prior to allowing it to process. **************** expressed frustration with the fraud protections provided by FirstBank and proceeded to make inappropriate comments directed toward the Fraud Representative. The call was terminated by the Fraud Representative when ****************** language escalated.
  
  On November 8, 2023, a Fraud Prevention Supervisor called **************** to discuss her concerns with FirstBanks fraud prevention services. **************** expressed dissatisfaction with the service she received and alleged the representative had accused her of fraud. The Fraud Prevention Supervisor explained that he had listened to the call recording, at which time **************** requested her accounts be left alone and disconnected the call.
  
  In accordance with standard protocol, the Branch Manager at ****************** branch of account called **************** on November 8, 2023, to inform her that the relationship would be terminated due to her inappropriate treatment of FirstBank employees and to see how she would like to receive any remaining funds from her account. **************** reiterated her displeasure with FirstBank. The Branch Manager clarified that the account closure was in relation to the inappropriate language used and was not based on the Zelle transfer. **************** came into the branch and withdrew the remaining account balance on November 8, 2023.
  
  On November 29, 2023, **************** called the ************** inquiring about an *** ACH deposit that was returned on November 24, 2023. **************** stated she had been informed the bank would send her a check for the amount of the **** **************** also asserted that FirstBank placed an ACH block on her accounts at her new bank. The ************** Representative explained to **************** that the *** deposit was returned to the *** on November 24, 2023, and indicated **************** would need to speak to a Branch Manager for further information. **************** requested to be transferred to the branch, and the ************** Representative transferred the call to the Branch Manager with whom **************** spoke previously about the account closure. The Branch Manager reiterated that the bank had returned the *** ACH, as is standard procedure when the bank terminates a relationship.
  
  FirstBank is unable to put an ACH block on an account at another financial institution, and the bank has not received a trace from the ***. The branch has mailed an interim statement to **************** to show that the *** credit was reversed. The bank regrets any undue frustrations caused to **************** and considers this matter closed.  

  Customer response

  12/14/2023

   
  Complaint: 20927343
  
  I am rejecting this response because: the above facts do not reflect what occurred, as I only called the representative names after she began speaking to me like a child, arguing and saying "nut ugh" to which as an adult I cannot respond in any manner to proceed to a resolution. I responded in kind.

  Also, I have been unable to pay any bills through the *** system since this time and received a letter, which instructed me how to dispute this information and I am in the process of doing such. This way, I will no longer be punished for trying to buy a used car.

  I take offense to being told I was committing fraud. My son loves his new used car.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

*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. ↩