Complaints

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

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  First Century Bank, NA

  11660 Alpharetta Hwy Ste 225 Roswell, GA 30076-4962

• 

  First Century Bank, NA

  807 Dorsey St Gainesville, GA 30501-6619

• 

  First Century Bank, NA

  680 Engineering Dr STE 100 Norcross, GA 30092-2805

• 

  First Century Bank, NA

  680 Engineering Drive Norcross, GA 30092

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:02/04/2025

  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.

  I filed my taxes early and was highly depending on a refund advance from turbo tax as I received one last year. I am a hurricane victim who lost everything and I can prove it. I was denied for the advance and received a letter stating I wasn't approved because my taxes were to be offset to pay a debt. I've called the treasury **** and the irs and they have no record of any offset scheduled. I want to warn everyone they rip people off and highly mislead with this refund advance. Should have just used hr block again. They had no issue issuing me an advance last year. I will NOT be satisfied with this claim until the decision is reversed and I'm issued an advance immediately. I will not believe that it cannot be done. No more lies!

  Business Response

  Date: 02/05/2025

  Thank you for the opportunity to respond to this complaint. We take all complaints very seriously and
  immediately began researching the issue upon receipt.
  
  Ms. ****** basically states in her complaint that she was denied for an inaccurate reason. We have researched her
  Application to verify the reason and we made our decision based on the information we had and have determined that the provided reason was accurate,
  which was:
  On your application date, the ********************************** System relayed your federal tax
  refund may be reduced in whole or in part to repay certain outstanding debt obligations. Our credit
  decision was based in whole or in part on information from the **********************************
  System.
  
  Having determined the reason for denial was accurate, our decision stands and is final.
  Thank you again for the opportunity to respond.

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22895995
  
  I am rejecting this response because:

  I spoke to the *************** and they had NO RECORD of any offset currently in place. They are not taking my taxes. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/05/2025

  We stand by our decision and have nothing further to share.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22895995
  
  I am rejecting this response because:

  I am not satisfied. The promotion for refund advance was a scam. Many others have been forced into using turbo tax for nothing. There is no offset currently in place. First century bank is a joke and will not fix an error they made.

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

• Initial Complaint

  Date:01/28/2025

  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.

  text refund advance approved for $3500 January 15 through TurboTax. January 17 rejected Due to a 1095 form January 21 accepted by the *** still no tax advance refund. I was already pre-warned by previous comments that youre going to be playing past the baton and the other consumers are telling the truth. I called TurboTax several times and they told me to reach out to first Century Bank. I literally spoke to a representative several representative who confirmed that I was approved for $3500 but its been reviewed by the underwriting. I asked them can you reach out to the underwriting? Do you have a number or an email? The representative say no we do not speak with them. We dont even know where they are so basically you were telling customers this just to get them off of your phone. I believe this tax advance is false advertising not to mention you pulling peoples credit to see the amount of the advance and for them not to receive it. Apologizing for pulling peoples credit and not giving them the advance is not acceptable. There needs to be a better system and communication even if a document was left out of someones taxes. The systems need to coexist and work properly. It is all over social media on different platforms of how TurboTax and first century bank along with Credit Karma or scammers. I have emailed different departments within first century Bank as well as copied in TurboTax in regards to my attachment that shows the *** accepted my tax refund on January 21. That has yet to be acknowledged. People please be aware when youre filing your taxes make sure you take your time if you choose to go this route because they will pull your credit say you are approved and you do not get your funds. They will tell you to wait 24 to 48 hours and you still will not get your funds. There needs to be a lawsuit action between the three companies.

  Business Response

  Date: 02/05/2025

  Thank you for the opportunity to respond to this complaint. We take all complaints very seriously and immediately began researching the issue upon receipt.  Below summarizes the results of our investigation:
  
  Ms. ****** filed her tax return through TurboTax and submitted an application for a Refund Advance on January 14, 2025 and was pre-qualified with final approval dependent on *** acceptance of her tax return and final underwriting.  Unfortunately, the *** rejected her tax return on January 17, 2025.
  
  Records show that she re-filed her tax return through TurboTax on January 18, 2025 but did not select Refund Advance when she re-filed, choosing the direct deposit option through TurboTax instead, which does not include Refund Advance.  Therefore she did not apply for a Refund Advance with the tax return which was actually filed and accepted by the *** which is why she did not get approved for a Refund Advance.
  
  Thank you and I hope that the above explanation clears up any misunderstanding.

• Initial Complaint

  Date:01/24/2025

  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.

  I filed my taxes with Turbo Tax on 1/24/2025 and applied for the refund advance. Turbo Tax charged me 99 for my taxes and 40 for processing my refund. The first screen said pre-qualify the last screen said I qualified. At 11am today the same day I received an email from *** stating I was not approved because of an offset; I immediately called the number of the agency they provided, and they informed me I had no offset or potential offset. This is misleading and predatory. You, Turbo Tax and Credit Karma are scamming people, lying about false offsets only to gain monetary fees, when I could have had the refund sent to my personal bank and saved myself money. DO NOT LIE and say you are basing it on information you received from the ********************************** System, I called them less than 10 mins after receiving your denial.

  Business Response

  Date: 01/31/2025

  Thank you for the opportunity to respond to this complaint. We take all complaints very seriously and immediately began researching the issue upon receipt.
  
  Ms. ***** indicates in her complaint that she was denied for an inaccurate reason.  We have researched her application and we made our decision based on the information we had and the provided reason was accurate, which was:
  On your application date, the ********************************** System relayed your federal tax
  refund may be reduced in whole or in part to repay certain outstanding debt obligations. Our credit
  decision was based in whole or in part on information from the **********************************
  System.
  
  We would also like to point out that the tax preparation and processing fees paid to TurboTax do not have anything to do with the Refund Advance Loan which has no fees and 0% APR.  We would suggest that Ms. ***** would need to contact TurboTax with any issues related to the fees that she paid to them.  Neither TurboTax nor Credit Karma are involved in making the loan decisions.
  
  Thank you again for the opportunity to respond.

• Initial Complaint

  Date:01/22/2025

  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.

  False and misleading advertisement, making you receive your refund just to deny you with false denial that can most certainly proved, I was denied before the or's accepted my return and they state in fine print final decision is made after *** accepts return I was pre-approved, I recieved emails with pre approval and a sudden false denial claiming I owe the *** but I reached out before *** even accepted and representative claimed they did not see any decision. Then called after I was accepted and was told I was denied but still false denial and have solid proof it's a false denial before and after acceptance but I feel forced just so they get my money and fees from having to pay to remove my mk.ey from their acct so I want my money deposited elsewhere since I was denied and seems intentionally done beings advertisement said final decision made after accepted *** they made their decision before and judged me instantly I honestly feel discriminated against

  Business Response

  Date: 01/27/2025

  Thank you for the opportunity to respond to this complaint.  We take all complaints very seriously and immediately began researching the issue upon receipt.  I will try to address each of the main points below:

  
  Ms. **** states that she was denied for a Refund Advance before her tax return was ever accepted by the IRS.  We have looked into this and found that the application was received at 18:45:54 CST on January 19, 2025 and was accepted by the IRS.  The verification with the ************************ was performed at 18:49:02 CST on January 19, 2025 and confirmed that the consumer has a history of not receiving their entire refund due to government offsets, which is an indicator of increased risk and the cause of the denial for a Refund Advance as stated on the Notice of Adverse Action On your application date, the *************************************** System relayed your federal tax refund may be reduced in whole or in part to repay certain outstanding debt obligations.  Our credit decision was based in whole or in part on information from the ************************************** System.

  
  Ms. **** states that she was pre-approved which is inaccurate since there are no pre-approvals for this product.  She may have been pre-qualified based on meeting certain initial qualification criteria, but it is made clear in the materials that applications are subject to final review against all underwriting criteria once the tax return is submitted and accepted by the ****

  
  As to her request for a refund of tax preparation fees and for her actual refund to be deposited to an account other that the Credit Karma ** Money Spend account, ******************************************* Bank, N.A. (***) is not involved in the tax preparation process and those fees are not paid to ***, but to Intuit/TurboTax.  Also, FCB is not the bank that holds Credit Karma ** Money Spend account, but a different bank which is unaffiliated with FCB.  We recommend that ******** reach out directly to Intuit/TurboTax to see if they can direct her refund to an account other than the ** Money Spend Account.

  
  Thank you and I hope that the above explanation can clear up any misunderstandings.

• Initial Complaint

  Date:04/23/2024

  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.

  We were not informed there would be a fee if my loan was not approved. We were not informed how much the fee was. A total scam, the year prior a paid $275, for my taxes. I was scammed into paying $646, with the offer of receiving my refund early. Total scam, no reason to have been denied, my Wife and I have very good credit.

  Business Response

  Date: 04/24/2024

  There are no fees associated with the loan other than in the case of an approved loan, in which case there is the interest charged.  The fees to which the consumer refers, are not fees associated with the loan, but are fees charged for tax preparation by the tax preparer who prepared their tax return and not charged by the Bank.Any disputes over those fees would need to be submitted to the tax preparer who charged the fees.

• Initial Complaint

  Date:03/01/2024

  Type:Customer Service 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 was issued an invalid gift card for repayment of fees over paid to establishment. No one will return my phone calls or emails. This company knows that they are issuing cards that are either empty or have been emptied of funds before being sent.

  Business Response

  Date: 03/05/2024

  There was an issue during card activation which resulted in an error message to the consumer.  The issue was escalated to BlinkSky and resolved and a link provided to activate.  However, attempts to reach out to the consumer at the phone number they provided have been unsuccessful.  Additionally, an email was sent to the consumer providing an update and informing them that the activation issue had been fixed, to which no response has been received.

• Initial Complaint

  Date:02/10/2024

  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.

  I am filing this complaint for the same reason as many others. LIES told by Credit Karma and First Century Bank NA while filing taxes through Turbo Tax. I filed on 02/07/2024 through Turbo Tax online, upon completing the filing process it asked if I was interested in a refund advance so I applied, I was approved for $750 IF I were to open an account through Credit Karma with FCB NA so I did. The *** accepted my return within hours, now it has been 72+ hours and no refund advance in ANY amount has been deposited. I am writing this complaint because First Century Bank NA should be held accountable for their predatory lies they are using to make people open an account with them. I would have had the refund deposited into my actual account if they had been honest from the beginning. I am seeking retribution for myself and the many others who have fallen victim to this scam. I believe a class action should be opened against First Century Bank NA and Credit Karma, Turbo Tax is just as guilty for allowing and advertising this scam. I refuse whatever generic nonsense the company chooses to respond with.

  Business Response

  Date: 02/12/2024

  We appreciate the feedback and bringing this to our attention.   We are sorry that the consumer did not understand that a prequalified offer is not an approval.  We try very hard to make the process as clear and understandable as possible and we continue to look for ways to do so.  The screen that the consumer sees after successfully opening a Credit Karma Money account says, if prequalified, Youre prequalified for a ${dollar amount}Refund Advance.  If approved, youll see funds on your Credit Karma Money card in as little as 30 seconds after IRS acceptance.  As noted below,final underwriting, which among other things includes a check for government offsets, does not take place until after the consumer files their taxes.
  
  Pre-Qualification does not mean the applicant is approved for the Refund Advance.  Offer details clearly state, among other things:
  
  Availability of the Refund Advance is subject to satisfaction of identity verification, certain security requirements, eligibility criteria, and underwriting standards.
  Not all consumers will qualify for a loan or for the maximum loan amount.
  You will not receive a final decision of whether you are approved for the loan until after you file your taxes.
  
  The applicant was declined due to information obtained during the underwriting process and which was current at that time. The reason for declination was documented in the communication which was sent to the customer's email address the same day they filed, February 7, 2024.  All such decisions are final and cannot be revisited. 

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21274069
  
  I am rejecting this response because:
  The company is scamming people into opening accounts by lying and falsely advertising. If no remedy I will pursue other legal actions against this banking institution that is not even BBB accredited 
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/14/2024

  We strongly dispute the consumers assertion regarding false advertising.  During the process all important details regarding the offer are fully disclosed to the consumer.  We would advise the consumer to read the offer details and other documents provided.  We would also point out, for clarification, that the checking account opened during this process through Credit Karma is not with FCB but with another bank which is not affiliated with FCB.  FCB only provides the Refund Advance Loan; not the checking account.

• Initial Complaint

  Date:02/09/2024

  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.

  My husband and I filed taxes and were pre-qualified for a refund advance. We have not received any further information since our return was accepted in January 29th. Their advertisement states that we should receive the advance within 4 minutes of acceptance by the **** yet it's still in underwriting 9 business days later. Some form of communication would be nice..

  Business Response

  Date: 02/15/2024

  We have researched and determined the situation with this consumer.  Records show that the only tax filing in which the consumer chose Refund Advance in TurboTax was on January 17, **** and the tax return was rejected by the IRS.  The consumer then re-filed on January 25, but did not select Refund Advance in TurboTax, and this tax return was also rejected by the IRS.  The consumer then re-filed taxes again on January 29, ****, again not selecting Refund Advance in TurboTax, and this tax return was accepted by the IRS.  In summary, the only tax filing attempted by the consumer in which they selected Refund Advance in TurboTax was on January 17, **** and that return was rejected by the IRS.  Because the Refund Advance was not selected by the consumer for the tax return of January 29 that was ultimately accepted by the **** a notification was not prompted to the consumer regarding Refund Advance.

  Customer Answer

  Date: 02/15/2024

   
  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.  I was not given the option to reselect and was not receiving any response from either business. This was all I needed to know.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair 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 called about a TurboTax advance loan. I spoke to several people and they said I was in pre qualifying status. They couldn't tell me why this was and what was taking so long. They also thought to talk over me and not listen to what I was asking and wanted to blame credit karma and TurboTax. They were extremely rude. Told me there wasn't a supervisor and told me to mail in a complaint. I have never had issues with my TurboTax refund! This is horrible!

  Business Response

  Date: 02/09/2024

  We have researched and the customer remains in pre-qualified status because the system shows that the *** has not yet accepted the tax return.  As noted in the offer details, final underwriting review is not performed until after the *** actually accepts the taxpayers tax return.

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21262780
  
  I am rejecting this response because: When I spoke with my IRS tax preparation person she told me that I was accepted. I had actually got an email stating that I was accepted. I'm not sure why they are stating that my taxes have yet to be accepted by the irs. Can you explain further? 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/15/2024

  We have researched and found that the consumer prequalified for Refund Advance on January 31.  However,prior to actually filing their tax return, the consumer chose to do their final tax filing with a method other than the Refund Advance selection in TurboTax.  They in fact chose the CreditKarma Money with Refund Transferrather than the Refund Advance selection.  They would have seen the pop up screen, warning them they were about to file using a method that would cancel their application for Refund Advance.  By choosing Continue with my selection rather than Continue with Refund Advance they cancelled their Refund Advance application.
  
  

  Customer Answer

  Date: 02/15/2024

   
  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. This could have been a possibility on my part. I appreciate you guys looking into it. I was having trouble and switched from my phone to computer so I can see how this had happened. I just wanted to know what was going on. Thank you! 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/05/2024

  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.

  I filed my return and was pre-approved for a refund advance but after submitting my return, I received a false denial stating that I owe the **** I called the *** and verified that I do not owe nor have I ever owed or have any offsets. I requested to have my file reevaluated because it was falsely denied and was told that I could not have it reapplied. I do feel that this is shady business practices. It also caused a lot of stress and panic thinking that owed money and finding out that it was not true.

  Business Response

  Date: 02/07/2024

  Thank you for bringing this to our attention.  We reached out and made contact with the consumer,explaining the information we received when reaching our decision.  We provided the information we received on the offset and provided the number that the consumer could call regarding the government offset.  We believe this matter is resolved to the best of our ability at this time.