ComplaintsforFirst Commonwealth Bank

• Initial Complaint

  11/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I dont think 2000 characters is enough so we'll make this as short as possible. My fiance Tarran and I went through First Commonwealth Bank(FCB) in Altoona PA for a loan. My fiance also works for First Commonwealth as a teller. We decided to go with them in September and got all of our ducks in order. First thing, Kaitlynn Tomlinson is one of the worst morgage consultants I have ever experienced. At the beginning Kaitlynn told us no no no to a conventional loan that we can ONLY do a FHA loan. Ok, fine. Keep in mind, we never met with Kaitlynn and we havent still to this day. It has nothing to do with covid because my fiance sees her meeting with other customers all the time. So the bank hires a company called Four Seasons Appraisal to appraise the property, and the gentleman came out to the house at 1106 19th ave, the house we are wanting to purchase. He gives us a handful of things we must accomplish before the property can pass FHA. I spent about 6,000 dollars on fixing the place up. Then Kaitlynn texts me, not calls, texts me on Saturday October 30th and says that we can't do FHA that we MUST do conventional without explanation. Keep in mind, closing is Nov 8th. So that 6 grand i spent is lost money now. Also she told us we MUST put down 17,000 dollars instead of 3k like originally planned. Now i'm out 23 grand right off the bat. This is infuriating. Kaitlynn then blames it all on underwriting eventhough underwriting has had our information since a week after deciding to go with first commonwealth. THEN, she texts me on NOV 4th...The thursday before closing! Proceeds to tell me that we MAY still need to get a new furnace because the furnace that was installed in 2015 isnt "traditional". so now I'm out another 5-7 grand BUT she doesn't know because "its up to the appraiser". THEN on NOV 5th she told my realtor that its UP TO UNDERWRITING. I havent heard from her since thursday after numerous attempts of contact. There are identical reviews of her and FCB.

  Business response

  12/08/2021

  The attached direct response was mailed to the customer on November 18, 2021.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This bank had messed up my account several times in the past by taking duplicate payments and not setting up my automatic payment correctly for several months in a row, even when I visited a branch to have it corrected. Now they’re saying I’m past due in my account when I have record my account had been paid every single month since I got the car loan. And now they’re calling me at work after I specifically requested twice for them to not contact me there. It seems every time there is a resolution with one person at this bank, another person doesn’t know what it going on. It is constant run around with them. I asked why my account is past due and they say a payment was missed when I can furnish every account being made on time. I have been charged a late charge the past two months of almost $18 now and they cannot provide a reason as to why.

  Business response

  12/21/2021

  The bank has thoroughly researched the customer's concerns and has offered to review the matter with him via phone or in person. Attached is a letter summarizing the events related to his complaint as well as additional documentation of outreach. 

• Initial Complaint

  09/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Previously paid our monthly payments out of my personal bank account (PNC). However, after setting up September payment and setting up monthly auto draft out of my husband and I joint account (Saving Bank). First Commonwealth Bank withdrew 2 monthly payment out of my PNC and 2 monthly payments out our joint account (Saving Bank). Our First Commonwealth account was paid to current with no past dues. Why this has occurred is dumbfounding. After several phone and app conversations, I was told to file disputes with our banks and they could not recredit our accounts. Total withdrawn from our accounts was $2,549.64. when only $637.41 should have been withdrawn.

  Business response

  10/12/2021

  Upon review of the customer's complaint, errors were confirmed and corrected. Attached is a copy of the direct response sent to the customer summarizing the resolution steps taken.

   

  October 8, 2021
  **** ********

  
  We received a copy of your complaint filed with the Better Business Bureau (BBB) on September
  27, 2021. In your complaint, you stated that you initiated a change in the account your payment
  is auto drafted from, and First Commonwealth Bank (FCB) withdrew three extra payments via
  auto draft to satisfy your September payment. You further stated that when you contacted FCB
  to correct the error, you were instructed you would need to file disputes with your two banks.
  We have researched your complaint and note that your first loan payment, due on August 6,
  2021, was received on August 9, 2021 through a one-time ACH request initiated by FCB at your
  request on August 6, 2021. The next payment was due on September 6, 2021 and your
  September 3, 2021 request for a one-time ACH payment could not be processed because the
  routing number provided was invalid. An updated request was submitted by you on
  September 16, 2021 and a few hours later, a corrected form was submitted with new account
  information.

  Unfortunately, as a result of the involvement of multiple individuals in processing
  your request, the transaction was initiated two times using the old account information and two
  times using the new account information. Upon receipt of your letter and our investigation, we
  reversed the three extra payments and returned them to the accounts of origin for the ACH.

  
  It is our goal to exceed the expectations of our customers during each and every interaction, and
  I sincerely apologize that the refunds were not completed at your first request and for the
  inconvenience this error caused you. We’ve used your experience as a training and coaching
  opportunity to make sure this situation does not occur for you or any other customers in the
  future. Your relationship is very important to us and I hope you are very satisfied with the way
  that we resolved your complaint, but if you have any remaining concerns,

  I invite you to
  contact me directly to discuss how I might be of further assistance.
  Sincerely,
  Barbara ** W**********
  VP, Customer Experience Manager
  ************************** ***** ********

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So i have a car loan with this bank. A few months ago back in February (i think) i had my car taken from me for missing 2 months of payments when i called them and explained that i was in between jobs that i would pay what i could. They said okay we'll put that in your file. Well about 2 week later they took it. So my dad got it out and my payments were up to date. Well then in june my grandmother got sick and i had to take a few weeks off of work to help her. And i called to tell them that i was going to have a hard time paying that mouth that i would pay when i could. So every payment after that had been on time. So the repossessed my car for the second time and when i called they told me that i was 2 months behind. And it would cost me my enitre loan amouth plus towing when all the paper work i have for them tells me that repossession doesnt happened until 3 months of a negative balance with no payments. I had also made sure to ask multiple employees to make sure i understood.

  Business response

  09/14/2021

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

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

  
  We received a copy of your complaint filed with the Better Business Bureau (BBB) dated
  September 2, 2021 in regards to your loan account ending in xxxxxx91. You state that First
  Commonwealth Bank (FCB) took repossession action in violation of the terms of your loan
  agreement. We’ve reviewed your loan contract and account history and found the following:

  
  • The terms of the loan contract state that the loan will be considered in “Default” if any
  payment is not made on or before it is due. Under the agreement, FCB has the right to
  remedy the loan when it becomes default, which includes repossession action.

  
  • After attempts to work with you from November 23, 2020 through February 17, 2021 to
  keep your loan payments current, the vehicle was assigned for repossession on February
  17, 2021.

  
  • After the January and February 2021 payments were made on February 18, 2021, the
  vehicle was returned to you.

  
  • On June 22, 2021, when the loan became delinquent for the June 14, 2021 payment, FCB
  began reaching out in efforts to work with you to bring the loan current.

  
  • You made several partial payments toward the outstanding balance due, however, on
  August 17, 2021, the loan was still past due for part of the July 14, 2021 payment and the
  vehicle was again assigned for repossession.

  
  • On August 18, 2021, after the vehicle was repossessed, you phoned FCB to inquire how
  you might regain possession of the vehicle. At that time, it was explained to you that
  since it was the second repossession order, you could only redeem the vehicle if you
  paid the loan in full before the vehicle was scheduled for sale at auction on October 16,
  2021.

  
  • On August 23, 2021 FCB spoke with you by phone and provided a payoff at your
  request.

  
  • On August 30, 2021 FCB spoke with you by phone and reviewed your payment history
  with you to demonstrate the default of the loan and to provide the outstanding balance.

  
  Since November 2020, in addition to over 15 voicemail messages, the FCB Special Assets team
  held nine telephone conversations with you, and sent out seven written reminders and two
  repossession order notifications in an effort to help you resolve the delinquency. Special
  payment arrangements were agreed upon three times during those phone conversations,
  including at the time of the first repossession; however, the account remains delinquent. 
  
  It is our goal to help our customers work toward positive outcomes during difficult financial
  circumstances, and we regret that we could not come to a mutually satisfactory resolution
  regarding your loan. As previously noted, the vehicle can be redeemed if the full outstanding
  balance of the loan is satisfied prior to the scheduled sale at auction on October 16, 2021. If you
  have any question, please do not hesitate to reach out to our Special Assets team at 800.221.8605
  for assistance.
  

   

  Sincerely,
  Barbara W**********
  *** ******** ********** ******* ************************** ***** ********

*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. ↩