ComplaintsforFirstrust Bank
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Complaint Details
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Initial Complaint
07/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I opened a checking account in January when there is a welcome bonus of $250+5,000 points if make a purchase of $200 or more. And the term said "Bonus will be paid within 60 days of purchase". However, it has been 6 months, I still havent received the bonus, I have called customer service for several times and they told me they have submitted a ticket for me everytime. If I dont receive my bonus within 30 days, I will have to file a small claim.Business response
08/10/2023
Please accept this email as confirmation that we responded to the above-listed BBB complaint directly to the customer, *********************, via phone today, August, 8 2023. Please feel free to contact ********** directly if you'd like additional information on our response.
Thank you,
*************************** | VP Customer Care
Firstrust Bank | ************************************, Horsham, Pa 19044
************* | www.Firstrust.com
Initial Complaint
04/04/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I opened an account with firstrust bank on January 14 2023. The bank was running a special where if you opened an account and spent $200 on the debit card in the first 60 days they would give you a $250 bonus. I did not receive the debit card for several weeks. I added funds to the account and set up one of my other bank accounts to transfer money into the account. In all I transferred over $700 into the account. I tried to use the debit card in a grocery store and it was declined, an embarrassing situation. I tried again when I got home to pay my utility bill with the debit card but again it was declined. I called firstrust bank to check to make sure there was not a problem. They said my account had been restricted the fraud team. I asked to speak with them, but was told that was not possible but that they would contact me the next business day. I never received a call back over the next three days. I called firstrust again and was again told my account was restricted and the debit card could not be used, nor could money be withdrawn from the account. I was again told there was no way to speak to the fraud team, but that they would send me a letter in the next two weeks with their findings. It has been more than a month and I still do not have access to my money. I called again today and they said they would email me a signature card to be resigned within fifteen minutes and I would have access to my account. It has been an hour and yet again Firstrust has lied and I have not gotten an email. The original bonus offer expired. Is this how firstrust works? They get customers to sign up with the enticement of a bonus offer, but restrict their accounts so that the offer can not be fulfilled? This bank needs to be investigated.Business response
05/16/2023
Please accept this email as confirmation that we responded to *** **********’s BBB complaint directly to the customer via phone today, May 5, 2023. Please feel free to contact *** ********** directly if you’d like additional information on our response.
Thank you,
****** ******* | VP – Customer Care
Firstrust Bank | 1 Walnut Grove Drive, Horsham, Pa 19044
###-###-#### | www.Firstrust.com
Customer response
05/16/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
******* **********Initial Complaint
03/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Last week I accidently over drafted my account as I messed up a deposit date and my transfer from another bank was returned. That was my fault. But this caused me to lose access to my account and debit card. I called immediately and explained the situation and was told everything was fine and that when my account was positive again I would immediately have access to it. This was not the case they put it under review and I still dont have access to my money I called customer service and they refuse to let me speak to a supervisor or executive relations as I was trying to deal with them on this issue to get it resolved they have all my money tied up in this and I cant live without my money I have to make purchases. They record their calls so they can easily pull the recording explaining when my account became positive it will be ready to use. They keep saying its under review and they will call me whens its done. But I have critical appts that I need to get to and be able to pay for in a few hours and they refuse to put me in touch with the person I need to speak toBusiness response
03/21/2023
Please accept this email as confirmation that we responded to ******************’s BBB complaint directly to the customer via letter, today, March 15, 2023. Please feel free to contact ****************** directly if you'd like additional information on our response.
Thank you,
******
*************************** | VP Customer Care
Firstrust Bank | 1 Walnut Grove Drive, Horsham, Pa 19044
Initial Complaint
02/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We paid off our mortgage loan with Firstrust Bank on October 20, 2021. We have contacted them SEVEN times since then because we have not received the Membership Certificate (released by Firstrust) which shows that we own the co-op interest free and clear. We have spoken with customer service and two separate escalations personnel. They advised us now that we need to contact their attorneys! We are attaching chronology of the calls, contemporaneous notes, and documents related to the request to release the Membership Certificate. NOTE: We also have complaints about the loan origination process, but will be filing that as a separate matter. We have received NO contact from Firstrust Bank about this request for information and action on their part. I'm attaching a chronology and supporting documentation.Business response
03/24/2022
Customer was contacted and the matter was resolved. On March 11 we confirmed with the customer that they received the document they were waiting for.
Thank you
Carol O******
SVP Operations Risk Management
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Customer Complaints Summary
6 total complaints in the last 3 years.
2 complaints closed in the last 12 months.