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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My checking account has recently acquired fraudulent charges on 2 separate occasions. The first instance, and reason for this compliant, occurred on/around 03/29/2024; with the most recent encounter identified on today’s date. A charge was made from an ***** ****** ATM on 40 Hwy for $123.00. The amount was deposited into our account by the bank until the close of the investigation, and has since been reversed as indication that my or my husband were responsible for the purchase. We were told that since we still had the card in our possession and did not report it stolen that we made the purchase. Once the charge was identified as unauthorized, the bank was contacted and the card was closed. The ***** ****** ATM in question is 5 minutes from the bank that has an attached ATM. It makes no sense for my husband or myself to have made this transaction with the bank so close; we would have avoided an ATM fee that was also deducted from our account that was consistent with this gradient charge. I have been banking at this bank since the early 2000s, shortly after graduating high school, I am nearly 40 and have NEVER had so many fraudulent charges occur while still being in possession of the card or be penalized/accused of making an unauthorized charge.
Business response
05/31/2024
First Federal Bank of Kansas City has responded to *** ******** in regards to the Reg E dispute reversal. Our Director of Digital Banking and Deposit Operations contacted *** ******** by phone and explained the provisional credit was reversed because the card was present and the transaction was completed with chip and PIN. Due to the nature and close location of the transaction, *** ******** was asked to file a police report and email it to the bank, which was completed. *** ******** has been a customer since 2004, and the bank has made the decision to credit her the $123.00. First Federal Bank considers this complaint resolved.Customer response
06/03/2024
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.
Sincerely,
****** ********Initial Complaint
06/18/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had fraudulent charges in the amount of $76.68 hit my FFBKC bank account on March 30 2023. I filed a fraud claim on April 2 over the phone and the bank temporarily refunded the money to my account. On June 17 2023 the bank issued a Reverse Dispute Credit and removed the $76.68 from my account. I went to my local branch to request documentation as to why they denied the claim and start the appeals process. No one at the Bank could help me and they referred me to the Fraud department. I called the Fraud department and they would not help me and said that I had to visit my local bank branch. I want help to get reimbursed for the Fraud.Business response
06/27/2023
First Federal Bank has responded to Mr. ****** in regards to his debit card dispute credits and we have attached the documentation related to the communication. Our Director of Digital Banking contacted Mr. ****** via email as the attempt to contact by phone on 06/20/2023 was unsuccessful and there was not an option to leave a voicemail. A second attempt to contact Mr. ****** by phone was attempted on 06/22/2023, no answer and the voicemail box has not been set up. Mr. ****** was provided an explanation of the provisional credits being reversed due to the merchant providing a credit to the customer. Our Director of Digital Banking requested Mr. ****** to contact her to discuss if any additional assistance or information was needed. As of the date of this response, Mr. ****** has not contacted First Federal Bank.
First Federal Bank considers this complaint resolved, as customer has received credit from the merchant for the disputed items.
Initial Complaint
09/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Bank installed a new app for customers. App is not working correctly. I have not been able to see activity on my account for 7 days. I call and the call is disconnected before an answer or goes to a voice mail.Customer response
09/15/2022
The company has contacted me, so this complaint can be closedInitial Complaint
04/18/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I entered into a home loan with this company. All was upheld on my end and the company states that my loan was canceled on 1-21-22. However the loan officer was in contact with me after that date and was unaware as well as we were it it was terminated. Now the company has gone silent due to there inability to hold up there end of the contract. The company keeps stating a cancellation letter was sent but do not know when or if it was actually received. After sending all documents showing all paperwork was filled with the company the manager as yet to respond at all with any reasonable explanation or any response at all. The loan officer stated that they were switching processors to “someone who gives a damn”. The original loan was supposed to close November 11/15/2022. Due to there own inefficiency’s and constantly asking for the same paperwork the loan was canceled however myself and the loan officer were unaware. Now we are 9 months into a process that was supposed to take 5. Please help make them honor there agreement.Business response
05/03/2022
First Federal Bank of Kansas City has responded to Mr. ****** in regards to the length of time regarding his loan application. Our Bank Direct Sales Manager contacted Mr. ****** by phone and explained the process, indicated a 10 day letter was sent on August 9th due to incomplete documentation. Mr. ****** stated he was slow in getting the requested documentation, however felt communication was lacking. Our Bank Direct Sales Manager offered to take a new application at current market rates and handle the process personally for Mr. ******. Mr. ****** replied he would check locally first. Our Bank Direct Sales Manager stated that if he did shop around and if he would like to compare with us, to give her a call and they would discuss.
First Federal Bank considers this complaint resolved.
Initial Complaint
11/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am a military vet and this in regards to a military home loan. My husband had called in for the past two months switching over the automatic payment from my account to his account. The person did not do it correctly resulting in a double payment in which my account needed to be reversed for 1100. We called in and was instructed to email the customer service support. They said it would be processed and reversed in 10 days. No confirmation of receipt received. After 15 days we called and learned someone took the 1100 payment and applied it to the principal. We had never asked for that. This rep said they had no idea how it happened but they would process it rapidly for me before Thanksgiving. We called again they said that there is now a check in the mail. I was told that several times by several people that it was going to be taken care of and electronically so now" the check is in the mail"? I was promised follow up no one has called me back or emailed me or mailed us anything. It's been almost month and I have lost out on the holidays. They have not been very attentive even though we've been very patient and they have not been very accommodating. They would not accept their mortgage check in the mail after a month I am just looking for the same respect and courtesy that I afford them, Kind regards, ***** *****Business response
12/09/2021
First Federal Bank has researched, responded and resolved Ms. ******* complaint. A refund check has been issued with the correspondence sent to Ms. ***** on December 6, 2021. A copy of the correspondence to Ms. ***** and Mr. ****** is attached. First Federal Bank considers this complaint resolved.Initial Complaint
08/22/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I closed my checking account with first federal in May 2021. In Augus, I recipes a letter saying I owe them $190 dollars...!!! And I was going to be send to collection if I don't pay RidiculousBusiness response
08/24/2021
First Federal Bank has researched, responded and resolved Mr. *****'s complaint. Fees have been refunded and Mr. ***** has been removed from the collection process. A copy of the correspondence to Mr. **** ***** is attached. First Federal Bank considers this complaint resolved.
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Contact Information
Customer Complaints Summary
6 total complaints in the last 3 years.
1 complaints closed in the last 12 months.