Complaints

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:02/24/2025

  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 deposited 3100 dollars into my Do more business checking account. When I tried to wire out my entire balance to my brokerage account- which I told them I would do- they froze my account. Or rather, hacked my account. Because my passwords were all wrong and was unable to recover them or reach out to anyone

  Business Response

  Date: 02/27/2025

  Please see attached letter for response.  Thank you.  

• Initial Complaint

  Date:08/22/2024

  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.

  On 4/4/24, I contacted ***************************** of First Internet Bank in regards to a SBA loan for *********** Adjusting. **** was able to get me pre qualified quickly and into formal underwriting. Once in underwriting is when the nightmare began. ************************* took over my file on or around 6/27. She took more than 10 business days to schedule the kick off call, which was supposed to be within 48 hours per ****. Once the kick off call finally happened on July 9th, she finally sent me a closing checklist a few days later. I told her we needed to close by 7/31 to which she said no problem. Everything required on this checklist was sent to her the same week. I then, over the course of 7/12-7/31 emailed her every few days for updates. I never ONCE received an updated checklist. I received nasty emails from her asking me to be patient, trust it will get done and to give her time. Of course we got to 7/25 and was forced to asked the seller for an extension that was granted. I was then sent random emails asking for documentation but nothing that actually gave me an update. On 8/5 I asked for a closing date to which she never responded to. I only found out about the closing date being 8/15 due to the seller copying me on an email from the title company. The two days before closing, I was expecting to receive the mandatory pre closing packet that would outline my loan and give me a chance to review the closing statement. That never came. The first and only time I saw the documents was at the closing table for Threkeld Law. In those documents, it states that my first payment is due 60 days from the note date. I took that ambiguous statement as my first payment would be 2 months from closing. I then received an email from ********************* stating my first payment would be October 1st. When arguing this, he then lied to me stating it was a SBA policy, not the banks. ****** from FIB called me the next day to clarify his statements but didnt provide any real resolution.

  Business Response

  Date: 08/27/2024

  Please see attached for response. 

  Thank you,

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

  Customer Answer

  Date: 08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  FIB claims to have sent 8 different checklists, however, no evidence of those attached to their letter because they only sent one. 
  

  Their team claims to value customer service, however, their employee Temeika was beyond incompetent; lying to the title company, ignoring requests for information and not sending the pre closing packet as required by SBA guidelines. She also never told us that my wife would be required to sign, which lead to an additional $250 charge for a mobile notary because she wasnt in town.
  

  You should also take not that FIB did not comment on the fact that a closing date was never disclosed to me, and I that I had to hear secondwind from the title company when it was. How is that following proper protocol and providing exceptional customer service? 

  This bank needs a complete overhaul of leadership beginning with whoever responded to my complaint. 
  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 09/06/2024

  see attached for response 

   

  Customer Answer

  Date: 09/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  This seems to be a pointless exercise, as FIB will not take accountability for the incompetence of Temeika and the poor service they provided on this large loan. If you'd like, I am happy to forward to the email from ******, the referenced 3rd party vendor mentioned in this response, stating her surprise that the bank had never reached out to inform us of the closing date. 

  Since you admit and acknowledge the mobile notary was added late, why am I still responsible for this fee? It was never disclosed. Another item the bank never disclosed to me directly, they passed the **** over to ****** at the title company.

  Why again was the pre closing packet not sent for review? Only possible explanation is negligence or the desire for your client to be rushed through closing so they wouldn't have time to full read the documentation they would be required to sign.

  Is this the type of communication that you would consider excellent service?

  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 09/13/2024

  A member of the ************** team has reached out directly to **************** to have a conversation about his concerns.  

  Customer Answer

  Date: 09/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  ********************* called, admitted fault on behalf of *************************, but refused to do anything to resolve. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:05/17/2023

  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.

  This bank has communication problems. There was a undisclosed limit on the ammount you can deposit/withdrawl in a money market savings account after opening an account. It was disclosed that you could only process 6 transactions a month. It did not put a limit to those transactions. After bringing my cocerns to surface no one properly addressed it and I have not heard back in over 4 business days. With this experince opening an account I can only imagine what it would have been if we used it too.

  Business Response

  Date: 05/19/2023

  See attached letter as our response.  

  Please let me know if you need anything further. 

  Thank you,

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

• Initial Complaint

  Date:12/23/2022

  Type:Order 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.

  This bank allowed me to open an account and when I got a deposit thru zelle from my mom they closed my account and never returned my funds can you guys please help

  Business Response

  Date: 12/27/2022

  First Internet Bank of Indiana (the Bank) is in receipt of the above referenced case forwarded by the Better Business Bureau of Central Indiana to the Bank on December 27, 2022, regarding funds in a closed account that were not returned.    
  
  The Bank has reviewed the circumstances surrounding the complaint.  An account was opened in **************** name on Tuesday, December 20, 2022.  A subsequent review of the account resulted in the account being closed.  A check for the remaining funds in the account was issued back to ************ at the address on file.       
  
  Thank you for forwarding this case to the Bank and allowing the Bank to respond accordingly.  I have included my contact information in the response letter to ************ should you require additional information regarding this matter. 
  

• Initial Complaint

  Date:10/24/2022

  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.

  This bank is absolute garbage! They pre-approved us for a loan and then after dragging their feet for 8 weeks, they came back and said "we're sorry for pre-approving you for the loan, we didn't know how to admit the fact that we couldn't provide the original terms that we pre-approve you at, would it be possible for us to change the original terms of the agreement?" It's the most unprofessional experience we've had with a bank (and trust me we use many loans for our transactions). Would highly recommend anyone stay away from them and not even waste their time, there are so many more reliable banks out there that it's not even worth the headache.

  Business Response

  Date: 10/27/2022

  Tell us why here...First Internet Bank is in receipt of a complaint filed by a customer on October 24, 2022. A review was performed to evaluate the nature and circumstances of the complaint.   
  
  Representatives of a corporate entity applied for a business loan with First Internet Banks ***************************** (SBA) department,and a Term Sheet was signed by the representatives on September 26, 2022.  A Term sheet is not a pre-approval as the customer suggests, but rather denotes that the base parameters and requirements have been met to continue with further underwriting and approval of the loan. 
  
  The loan was assigned to an underwriter immediately upon receipt of the signed Term Sheet and was worked in a manner consistent with our process flow.  However, there were multiple changes to the structure of the credit during the underwriting process.  *********** changes to the loan structure necessitate the need for further documentation which can slow the process.  Part of these changes included adding the customer as a party to the loan subsequent to the original Term Sheet being issued. First Internet Bank received the customers initial information on October 10, 2022. 
  
  Unfortunately, it does not appear that the process has been as timely as the customer anticipated.  The customer did have a conversation with ******************************************* Banks underwriter and loan officer on Monday, October 24, 2022, to express his dissatisfaction with the process and the amount of time it was taking to approve the loan.  However, since that conversation, on Tuesday,October 25, 2022, the customer issued a written apology to the underwriter and loan officer for his behavior via email. 
  
  While we understand the customers frustration and perspective that he feels the process has been slow, the loan has been worked in a timely manner consistent with our internal policies and procedures.  New information for the loan was received on Monday, October 24, 2022, and is currently under review in order for a final decision to be issued. 
  
  Please let me know if you should need any further information.
  
  Thank you,
  ***********************

  Customer Answer

  Date: 10/28/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  The bank did address my concerns by providing the approval that they originally promised they would which I believe was a result of me filing this complaint so thank you.

  Regards,

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

• Initial Complaint

  Date:07/10/2022

  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.

  "We have temporarily placed your account on hold due to a large returned deposit. Please answer the following to assist in our review:1) **** was the purpose of the check? 2) **** services were performed for payment?3) **** is your relationship to xxxx company, a tech company?4) **** is the purpose of your business? 5) **** services do you offer/provide?Thank you, First IB Small Business Team First Internet Bank of Indiana rejected and returned a scheduled business deposit check via the mobile app after providing approval for the increase in deposit limit ($640 above the original limit). First Internet Bank of Indiana made it appear the US company ***** Fargo business account rejected the check. First Internet Bank of Indiana customer support could not provide details of the rejection but requested answers to the questions in the notification of rejection email received after the account had been disabled. If the debit card had been used on that day, the purchase would have been rejected. In addition, it has been confirmed that the US company nor ***** Fargo rejected the check. The US company has over $100 million in cash reserve. The US company has made direct deposits prior to the date of the attempted deposited check. The US company and our company both agree that First Internet Bank of Indiana behavior is vary unusual. Therefore, who rejected the check? Why was the check rejected? **** reasonable suspicion does First Internet Bank of Indiana have that a law was violated by both companies and why do this after First Internet Bank of Indiana accepted and processed the first direct deposit check. **** is First Internet Bank of Indiana's problem? Did the two US companies break the law? Why are they asking questions about relationships when they have answered their own question by identifying the company as a tech company? Systemic and historical biased behavior with a big dash of ignorance. **** will be First Internet Bank of Indiana excuse?

  Business Response

  Date: 08/16/2022

  Dear BBB:

  We are in receipt of ************************ complaint regarding a returned check on his account, why the account was placed on hold, and his question of what gives us the right to ask questions about his account.  The following addresses his questions:

   

  - ******************** deposited a check to his business account held at First Internet Bank.  Following our normal procedures with the **************** the check was processed and presented to the check maker's bank.  The check was returned unpaid to us by the check maker's bank.  The return reason given to First Internet Bank was "Refer to Maker."  ******************** will need to contact the maker of the check and ask them to determine the issue as to why their bank refused to honor the check and returned the check unpaid.  First Internet Bank does not have any further information and would not be given this information by the other bank. 

   

  - In response to why the account was placed on hold -- This was a large returned check for an account relationship that was less than 30 days old with First Internet Bank.  In addition, the amount of the check exceeded the amount that was estimated for all monthly deposits when the account was opened.  It also exceeded ************************ daily remote deposit capture limit.  As a result, the Bank placed a hold on the account in order to review the activity and to ensure we have accurate information regarding the account.

  - In response to asking questions regarding the account -- This is not bias as ******************** suggested.  All banks have the responsibility to follow federal regulations specified in Bank Secrecy Act and *** Patriot Act.  These regulations require banks to do Customer Due Diligence regarding activity in accounts to ensure expected activity is consistent with the stated activity at the time of account opening. ************************ deposit and returned check was not consistent with the stated activity at the time of account opening.  As such, it is the Bank's responsibility to clarify activity with the customer to understand the nature and transactions within the account are consistent with expected activity.  

  While we understand that ******************** was frustrated with his experience, the large returned check on a new account, as well as activity above the expected transaction amounts in the account caused the Bank to review the account within our normal operating procedures and as outlined in federal regulations.

  If you should have any further questions regarding this matter, please contact me directly at ************ or *********************************.

   

  Sincerely,

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

  Customer Answer

  Date: 08/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  The policing bank placed a hold on a business account for a deposit that was $600 over the limit after complying with calling and getting confirmation of the additional amount of the deposit. Per their request, I contacted these people and received verbal confirmation about the additional $600 over the deposit limit. They confirmed it! Again, I complied with their request to contact them and inform them of the additional deposit amount, and they placed a hold on the entire account for almost three weeks. For three weeks, a business could not operate. Think about that. That is enough to shut most businesses down. In economics, we refer to this as a shutdown condition.

  I reject the idiot response from the business. This is an overreach and is destroying commerce and the economy. Proceed with caution and do not trust these people.

  
  Regard
  
  R ********