Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Every time I have updated my address with them, for whatever reason, the information isn't saved. Long after one move, and after updating my address with their credit card department specifically on three separate phone calls, I received in the mail, a notice about canceling or auto renewing my credit card; this mail was delivered to the old address, and so I received it AFTER the deadline to cancel the card. Most recently, I updated my address through the website, as it cannot be done via app. I made sure to select to change the address with ALL departments; I received physical mail to ensure the change was me for all departments. However, now, upon logging into the website, it says one department has my current address on file, and the other departments list "no current address". My card recently got declined from a virtual transaction due to "invalid zip code". When I told this third party application my previous zip code, the purchase went through...Business response
05/03/2023
Please see the attached letter. Thank you.Initial Complaint
12/31/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Every time I use my card or try to transfer money it is DECLINED! I have money in my account, this is causing great stress, it is New Years eve. It declined everything yesterday also. I want access to MY MONEY. I NEED ACCESS. Nothing has been resolved.Business response
01/12/2023
Please see the attached letter. Thank you.Initial Complaint
12/22/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
First Interstate Bank ("Lender") approved our truck loan and disbursed the funds after viewing all application info and insurance cards, which were required to be submitted. They were fully aware of the insurance limits and deductibles.A few months later, ****** sent letters via unregistered mail advising that updates needed to be made to the insurance deductible (lowered from $2000 to $1000).Those letters were not received as our mail was on hold and we were out of town. No additional use of our contact information was made - Lender has both an email address and TWO phone numbers at which we can be reached.Instead of trying to actually reach us, or even trying to confirm in any way that we had received the letters, Lender very quietly added $10,480 to our loan on 11/29/22. No notice was sent of this whatsoever.A month later, when one of our credit reporting systems picked up that our balance on the loan has INCREASED, we were very surprised to see that the > $10k had been added to our balance.We called the Lender and learned that this is an "insurance premium" for insurance with the $1000 deductible covering the life of the loan - but we have 67 out of 72 months left and we have already updated the deductible.We have now discovered that the payee for the insurance that we are paying $10k for is the Lender, that they are charging us interest on the insurance premium they are charging almost 6 years in advance, and that THE LENDER EARNS A COMMISSION ON THE INSURANCE POLICY they scammed us into.I believe this is the definition of a racket.First Interstate Bank is predatory and failed to inform us when they had the means - the intention was always to charge us this scam fee and earn their extra commission and interest. They had our phone numbers and email address. This is known because they used that contact information to confirm our identities when we called in to find out what was going on with this fee!Business response
01/24/2023
We responded to the client in early January. Please see attached.Initial Complaint
12/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had two accounts with great western bank. When first interstate bought out bank it has been a disaster. Both accounts compromised and bank will not reimburse funds. 4 months and no new debit card to replace compromised one. Shut off temporary debit card so now I have no access to either of my accounts. They are telling me that I will have to wait 15 business days for ANOTHER new card. Closing my accounts tomorrow. Literally the worst bank I have ever dealt with. They shouldnt be in business.Business response
01/04/2023
Please see the attachments. Thank you for your patience.Initial Complaint
11/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I do not believe this bank is to be trusted. I started a new job recently and needed to have my account number and routing number as well as account type. I was initially told by first interstate in the past that all info would stay the same after they acquired great western. This is the first time they lied to me. I found out while trying to set up direct deposit my routing number was completely different and the one I had wasnt accepted. I also needed proof of the account info. I searched the app, the website, statements that were mailed out and also reached out to the bank via the website and got a we will contact you in 1-2 business days. That was weeks ago. I have not heard back at this point. I have moved and no longer have this bank in my town. I tried again a few days later and still no response. I attempted to call them but realized my phone didnt work because I was unable to have my paycheck deposited into my account so my phone bill had not been paid. I reached out online again to let them know that this was my only way to reach them and still no response. This has caused my account to go negative which I am confused by because when it was great western I had it set so that the account was not able to be overdrafted. In the 10 or so years at great western an over draft didnt happen. This was changed without my consent. I am requesting AGAIN info on how to close my account with first interstate because this situation is ridiculous, its not my fault they have poor customer support (I also requested this info online over 2 weeks ago. Shocker; they didnt send it). Also that the over draft fees are removed due the fact that I have been reaching out for weeks at this point to get MY account info and Im not able to, I feel that this was done purposely so they could make a profit. Its concerning that I dont have access to my own banking info and they have made changes to my account without my consent.Business response
12/12/2022
We have been trying to reach you by phone. Please see the attached letter for more information. Thank you.Initial Complaint
10/25/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I bought a horse trailer in July 2022 and regrettably my loan is through First Interstate Bank. When I bought the trailer I got a quote for insurance ($18 a mont) through Geico but didnt have the *** at the time and planned to call back. In Sept, First Interstate sent a notice to provide proof of insurance. I called Geico again and provided the *** and the fax number to First Interstate so that proof could be provided. On Sept 21, ***** sent the binder to First Interstate. On Oct 14, after insurance was in place and proof had been provided, First Interstate Bank added a retroactive policy for Aug and Sept and added $985 fee for two months of insurance to my loan. First Interstate Bank was well aware that a policy was in place but found an unethical opportunity to make money in a completely predatory way. This fee was not about insurance. I had provided proof of insurance 3 weeks before it was added. This fee was entirely a corrupt scheme designed to take advantage of a consumer.I wont even go into details about the absolute incompetence shown by the banking attend (*******) on ****************** in ********, **. Filling out automatic payment paperwork for the loan was a task she had trouble with. Finding the proof of insurance that ***** sent in Sept also proved problematic. All paperwork (proof of insurance and automatic payment) were provide at least twice.This is not reflective of community banking, rather predatory practices.Business response
11/04/2022
Please see the attached letter for a response. Thank you.Customer response
11/05/2022
Complaint: 18314228
I am rejecting this response because:First Interstate Bank finally mailed a copy of the absurd insurance plan they bought after I had purchased insurance.
- on 9/23/2022 Geico sent a binder to First Interstate Bank showing I had purchased full coverage insurance for approx $20 a month.
- on 10/17/2022 First Interstate Bank contracted with an insurance company for a 12 month policy that began on 7/21/22 through 7/22/23 for $2329.
- the 12 month policy was cancelled the same day because all involved knew insurance was already in place.
- if a 12 month policy costs $2329, how did anyone come to the conclusion that a 2 month policy was $985?
The ethics of either of these companies do not complimentary them. Assigning insurance to this loan was ethically egregious because insurance was in place. This was an opportunistic move to take advantage of a consumer. if the consumer can purchase insurance for $500 a year, there is no reason for the businesses to be purchasing insurance for $2329 a year unless they are conspiring together to take financial advantage of a consumer.
I am just one of many consumers that the banking industry has preyed on. I wont let this matter rest until both companies have refunded the excessive funds.
Sincerely,
****************************************Business response
11/22/2022
We did not retroactively apply a policy. We covered the trailer for the two months lapse before the Geico policy became effective. ****** placed collateral insurance is priced higher than consumer purchased insurance which is why we sent the notice to and followed up with phone calls before force placing the policy. The policy for $2329 is not simply divided by 12 to get a monthly amount and we have run three independent calculations on your scenario and found them to be correct.Initial Complaint
10/12/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
This business has stolen $25 and counting from me for holding bank accounts that fountain less than $200 in them. Each month the bank withdraws $5 without my consent from my savings accounts, I have never overdrafted and there are always sufficient funds in accounts. This bank has made an unreasonable and what should be if it is not- illegal withdrawal of my own funds and if I were ever to overdraft it would be their fault for withdrawing my hard earned money from my account without my consent or any notification. They are attempting to punish those with fewer dollars in accounts even if their total sum of money invested in the bank is higher than $200 total. They are punishing those in poverty and they need to be held responsible for their discrimination on the grounds of financial holdings In their bank.Business response
10/21/2022
Please see the attached response. Thank you.Initial Complaint
10/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have my mortgage with First Interstate Bank. It was with ****************** and Interstate took them over.I received in the mail a paper from the courthouse saying my taxes haven't been paid. I immediately called First Interstate Bank on 9/16 and spoke to *****. I told her my taxes were due by 9/23 or my name would be in the local newspaper. She said she would pass the information to the department that takes care of it. I then called the courthouse on 9/23 to see if the taxes have been paid. They were not. I called First Interstate Bank again and spoke with ********. She read the notes on my account and passed the information to the department. Where I was told they would overnight the payment to the courthouse. I gave them the number for the courthouse and asked them if they could call and let them know what was going on. I asked to speak to a manager. The next day I got a call from *** and she assured me that my name would not be in the paper and that they say that to scare people. At that time the check still hadn't went out to the courthouse. On 10/6 on my way home I picked up the local paper. Sure enough my name was in it for not paying my taxes. I got home and called the bank again. Talked to ******** and she said the check went out and how sorry she was. I asked to speak to a manager. She said ****** had left for the day, but she would have him call me the next day. I received a call from ****** and told him how embarrassing this was for me. I live in a small town where everyone know everyone. I have a lot of family that live here. How embarrassing. He couldn't even assure me this wouldn't happen again. I pay my bills on time and I get treated like this. I have never had this problem until now. Something needs to be done.Business response
10/19/2022
Please see the attached letter. Thank you.Customer response
10/26/2022
If the bank follows through with it being taken care of by the due date. I was assured before it was going to be taken care of and it wasn't. Maybe the bank needs to put a correction in the newspaper that it was their fault the taxes weren't paid.Initial Complaint
10/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
10/1/2022-my husband and I noticed on 10/1/2022 that our bank account was hacked, we called First State Interstate Bank 800 number and notified them our account was comprised and gave them all the details. They failed to stop the charges from going through from that point forward. 1, ****. has been removed from our account from fraud. we have been with this bank for more than 10 years and as of today they have not resolved the situation and our blaming us, being ***************************** and ******************************* because they are claiming they sent a text to my husband regarding the charges. I have talked to the bank manager with no resolution I am now negative on my account.Business response
10/27/2022
Please see the attached letter. Thank you.Initial Complaint
09/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
First Interstate Bank is an institution of incompetence and scam artists. I had to shut down my bank accounts because they were moving money around without my knowledge or authorization. I was patient and understanding but the problem persisted with no end in sight. The credit card division of First Interstate is even worse. They redeemed a payment but keep sending me statements with interest and late fees for something they were already payed on. I have sent letters with proof from my current bank that it was redeemed on there end and had numerous mind numbing phone calls that lead right back to square one over and over and over again. They have ridiculous excuses for why it's not getting fixed. Most recently I spoke with a very rude and unprofessional lady that gave me an email to send proof of payment but it was an incorrect email address. I have given up and payed it again with interest and late fees to save my own sanity and move on from dealing with these crooks. DO NOT BANK WITH FIRST INTERSTATE BANK!!!!!!!!!!Business response
09/27/2022
Please see the attached letter, thank you.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
30 total complaints in the last 3 years.
7 complaints closed in the last 12 months.