ComplaintsforFirst National Bank of PA

• Initial Complaint

  03/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Had a checking account opened with this bank since we got our mortgage through them in 2018. We did not receive monthly statement through them via the mail since they charged $2 to send a paper statement. Without any mailed notice to us, around June of 2020, they started deduction $10 from our account, totaling almost $200 by the time we received a paper notice in the mail alerting us that they were about to close the account. Had we received a notice in the mail that they were taking money out of our account, we would have immediately taken action to stop them. We had assumed that the money was safe in the account since no notice was sent to us prior to the one stating that they were going to transfer our money to the state within 60 days, at which point I promptly viewed my account balance, and was shocked to find that they'd been taking money from us for so long without notice.

  Business response

  03/23/2022

  Please accept this letter in response to the complaint that we received from the Better Business Bureau
  (BBB) on February 22, 2022, regarding your checking account with First National Bank of Pennsylvania
  (FNB).

  
  We have reviewed the details of your complaint regarding the Dormant Account fees charged to your
  checking account. Pursuant to the Deposit Account Agreement (DAA) provided to you at the time of
  account opening and enclosed for your reference, when there is no activity on your account or you do not
  contact us regarding your account for a period of 24 consecutive months, we will consider it a Dormant
  Account. A Dormant Account is charged a monthly fee of $10.00.

  
  On May 18, 2020, the enclosed notice was mailed to the address on file to inform you that your account
  was being considered a Dormant Account. On February 17, 2022, you contacted the FNB Contact Center
  regarding the Dormant Account fees applied to your account. The Contact Center Representative (CCR)
  removed the Dormant Account status and filed a complaint on your behalf to be addressed by your local
  branch.

  
  On February 25, 2022, Shelly W***, Branch Manager of the Lemont Branch, contacted you by phone
  regarding the Dormant Account fees. Ms. W*** explained that because the Dormant Account fees were
  charged in accordance with the FNB DAA, no refunds would be issued.

  
  Based on no previous refunds being issued to your account and as a one-time courtesy, FNB has issued you
  the enclosed check in the amount of $105.00, which is one half of the Dormant Account fees charged to
  your account.

  
  We hope this response to your complaint meets your satisfaction.

  
  Sincerely,
  Mike G*****
  Market Manager
  Central Mountain Region
  First National Bank

  Customer response

  03/26/2022

  
  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. They said they would send me a check for half of the money the took from me, assuming they follow through with this, my complaint will be satisfied.
  
  Regards,
  **** ****

• Initial Complaint

  03/10/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  19 Nov 2021 - OPENED a new FNB checking account using promo code PEN4000121 and within the first 90 days and earn either: - Earn $150 For making direct deposits totaling $1,500 or more - Earn $250For making direct deposits totaling $2,500 or more - You can also earn: $150 for making 10 online bill payments using FNB’s Online Bill Paying Service - Offer valid for new personal checking accounts opened 1 January through 31 December 2021. - FNB's current/updated offer states 'Offer valid for new personal checking accounts opened January 1, 2022, through December 31, 2022, promo code PEN4000121.' 9 Mar 2022 - FNB customer service confirmed all requirements met/satisfied for original promo offer PEN4000121 (1 January through December 31, 2021). 10 Mar 2022 - FNB disputes current account eligibility for cash bonuses, citing a past closed account. There is no language in the FNB promo offers addressing past/closed account restrictions.

  Business response

  03/24/2022

  Please accept this letter in response to the complaint that we received from Better Business Bureau
  (BBB) on March 11, 2022, regarding a promotional offer for a checking account with First National Bank
  of Pennsylvania (FNB).

  
  We have reviewed the details of your complaint regarding the promotional offer for your FNB checking
  account opened on November 19, 2021. Upon review, we determined that the promotional offer code
  was not entered online at the time of account opening. Nevertheless, FNB will honor the promotional
  offer for your account. FNB has determined that you have met all of the conditions set forth in the offer,
  and we have credited your account for $400.00. This credit posted to your account on March 24, 2022.
  We hope this response to your complaint meets your satisfaction. While this communication is intended
  to present the facts of the situation, we would also like to express our appreciation for your business
  and our hope that you will continue to allow us to serve your financial needs.

  
  Sincerely,
  James A****
  Market Manager
  Mid-Atlantic Region
  First National Bank

  Customer response

  04/08/2022

  
  
  
  Thank you for your assistance to resolve my complaint.  It was resolved to my satisfaction.  
  
  Sincerely,
  ***** *******
  
  RTarpley

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a loan for a vehicle through this bank, In August I paid off loan and initially received my title for the vehicle along with a letter stating that the loan was paid off and no lien on said vehicle. The letter was dated 0907//2021. On 09/20/2021 the lien was released. On 09/22/2021 there was an electronic lien placed back on for no apparent reason. In midst of calling this bank numerous times to find out why, I was told there was no lien. I have sold vehicle and taken title I had received to a notary to transfer title, being told there is a lien. I also paid for a duplicate title, per the notary, which was rejected by PennDOT again. I have called this bank at least nine times to ask for a electronic lien release, each time being told something different. The last time being told that a electronic release would be done within 72 hours. I called again 02/28/2022 twice. The first time being told there is no lien. The second stating that an email was sent and that a letter would be sent out that there is no lien. I called PennDOT several times, getting told that this bank does indeed have an electronic lien placed back on 09/22/2022 and that until they release, and I get a letter dated after the 09/22/2022 date stating there is no lien, they will not transfer this title. I was told by the bank the second time I called 02/28/22 that I needed to request this by email, which I was never told this at any other time I called. I was not permitted to speak to anyone other than the telephone services when I requested it. I also wanted to file a complaint and was told they would do that. I specifically ask to have a return call with a message left each time I called, to which I received none. I was told 02/28/22 that this would be the last letter that Monica Gera was sending. I had received one prior that was rejected due to date as I had already mentioned. This type of interaction is unacceptable, there are still no answers as to why lien was placed back on wrongfully

  Customer response

  03/14/2022

  I have been notified that the Pennsylvania Department of Transportation will not release the title for vehicle that was paid off in August 2021. I received a letter from bank, in which I was told during my last call to PennDot, that they would accept it, however the bank still has not electronically released the lien.  This must be done in order for the title to be transferred to another party.  I have been dealing with this bank longer than needed to be to resolve this situation. They are rude people. I do not understand why it cannot be released. The loan was paid off in August, which there was a title to vehicle released. Then a electronic lien was put back on for unknown reasons.  I have ask and told this bank over and over that the electronic lien needs released on their end, to which they say there is no lien. Clearly if PennDot can read the history of said vehicle and tell me they see that the bank released the lien and then put it back on a few days later, the bank can see this too.  This should not be this difficult. I have filed a complaint through the telephone answering service, because you can never speak to anyone. It all goes through the telephone service. I want this electronic lien released effective now. This is unprofessional as a bank, and frankly not a way to run a business.  I would like a reply as to when this matter will be taken care of. The person in charge of this is Monica G.  She had stated to telephone service personnel to let me know she would not be writing any more letters. I’m sorry, if this is their mistake, which clearly it is,  a title would never have been sent, nor a copy of loan with it stamped paid,  who else would be at fault?  Do I need to file another way?  I am not trying to be a rude person, but this should never have happened .  I have numerous calls to this bank and to PennDot and to the notary trying to get this resolved.  I have kept records of dates and who and what was told to me.  This bank has clearly dropped the ball and I feel does not want to fix it, nor care if it gets fixed. I would be more than happy to give you dates and names and breakdown of every call I have made to get this resolved.  My outcome is for the bank to release the electronic lien immediately. This is an easy fix on their part.

  Business response

  03/16/2022

  Please accept this letter in response to the complaint that we received from the Better Business Bureau (BBB)
  on March 1, 2022, regarding your loan account with First National Bank of Pennsylvania (FNB).

  
  We have reviewed your complaint regarding the lien release for your auto loan which you paid off on
  September 7, 2021. When a vehicle is paid off, a 10-day hold is placed before the lien is released to ensure
  the payment is processed and is cleared. On September 17, 2021, FNB released the lien electronically, and
  requested for the title to be mailed from PennDOT to you directly. which then would gen***te a title to be
  sent to you via mail from PennDOT. On September 27, 2021, FNB received a copy of the title from PennDOT
  with our lien listed. The title being mailed directly to FNB was not a request made by FNB and was processed
  by PennDOT. That same day, FNB signed off on the title and mailed it to you using the address on file.

  
  In December of 2021, you contacted the FNB Contact Center because you had not received the title in the
  mail. The Contact Center Representative (CCR) transferred you to Monica G***, Loan Op***tions Specialist, to
  discuss the title. Ms. G*** informed you that FNB no longer had possession of the title because it had been
  mailed to you on September 27, 2021. During this conversation, Ms. G*** agreed to have a notarized lien
  release letter drafted and sent to you so you could get a duplicate title. A copy of this lien release is enclosed
  for your reference.

  
  On or around December 24, 2021, you contacted Ms. G*** by phone and informed her that PennDOT would
  not accept the release letter and an electronic lien was still on the title. Mr. G*** confirmed that FNB
  released the electronic lien and advised that you contact PennDOT to request a DL 135 form to be
  completed. The DL 135 form would show if a lien were on the vehicle and what type of lien (if any) it is. On
  February 14, 2022, Ms. G*** received the enclosed fax which is a distorted image of your registration, along
  with a handwritten note stating that FNB is still the lien holder.

  
  FNB has confirmed that the lien was released electronically, and the lien listed on the paper title must be
  removed by PennDOT. On March 2, 2022, another lien release letter (enclosed) was mailed to the address on
  file for you to use to remove this lien.

  
  We apologize for any inconvenience you may have experienced and hope this response to your complaint
  meets your satisfaction.

  
  Sincerely,
  Loan Servicing

  Customer response

  03/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The issue about the title for paid vehicle has not been satisfied. I had to once again pay for another title.   The electronic lien is not off according to PennDOT.   I am not satisfied with outcome. Its a simple push of a button to release electronic lien from bank.  Ive contacted the state representative which is why another title had to be paid for. Titles are only good for 90 days.  Will the next step need to be an attorney?  This is gone on far too long and cost more than it should have at no fault of mine.  The bank needs held accountable for their inability to do what they failed to do.  This process should not be a drawn out process. 

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

  Customer response

  04/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  This issue has not been resolved, I contacted the state representative, who said I had to redo another title, which cost another 58.00.  All the bank has to do is release the electronic lien, that PennDOT  says is still in existence.   

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

• Initial Complaint

  02/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So I was provided first of all wrong information I was informed on phone three times that my card is orders and it's not orders and also I was ask about talking to menager from monroeville branch first national bank he never called me back as promised . When I was complained about card they told me I need to set up appotnemnt and come to branch I work 10 hours a day as single mom for me coming somewhere and sit is luxurious and they were provided three times wrong information about service I get three times overdraft fee they e never wanted to talke about that money for putting in Accoitn was late I'm one way I don't have card to put and their online call center is about 3 hours wait online . Very unprofessional rude stealing money from clients and is till didn't get card even they'd aid it's order 5 weeks ago . Very disappointing

  Business response

  03/07/2022

  Please accept this letter in response to the complaint that we received from the Better Business
  Bureau (BBB) on February 22, 2022, regarding your checking account with First National Bank of
  Pennsylvania (FNB).

  
  We have reviewed the details of your complaint regarding your request to order a new debit card for
  your account. On November 30, 2021, you contacted the FNB Contact Center to dispute an
  unauthorized transaction on your account. The Contact Center Representative (CCR) informed you
  that because the transaction in question was processed with your FNB debit card, the debit card
  would need to be closed. The CCR filed a dispute on your behalf and closed the debit card, however a
  new card was not ordered.

  
  On Monday, February 14, 2022, you visited the Homestead Office and spoke with Michele L******,
  Assistant Branch Manager, regarding a charge of $99.00 for Accidental Death and Dismemberment
  (ADD) insurance that posted to your account on January 7, 2022. During this conversation, you also
  expressed your dissatisfaction with the Overdraft fees (OD fees) charged after the ADD transaction
  posted, and that you did not receive a new debit card. Ms. L****** assisted you with contacting the
  ADD insurance provider to cancel the policy. Ms. L****** explained that a new debit card could not be
  issued until the account had a positive balance, but she would escalate your concerns regarding the
  OD fees to the Assistant Branch Manager of the Monroeville Office for further review.

  
  Your concerns were addressed on February 22, 2022, when you returned to the Homestead Office.
  Ms. L****** contacted Marc B********, Branch Manager of the Monroeville Office, regarding the OD
  fees. Based on the circumstances of the OD fees, the inconvenience of having to go into the
  Homestead Office multiple times, and not receiving or requesting previous refunds, Mr. B********
  processed a one-time courtesy refund for all fees charged between January 7, 2022, to February 22,
  2022, totaling $146.00. The ADD charge of $99.00 was also reversed and credited to your account
  the same day.

  
  A new debit card has also been ordered and will be delivered to the mailing address listed on your
  account no later than March 15, 2022. If you do not receive the debit card by this time, please
  contact Mr. B******** directly at ###-###-####. If you would like a temporary debit card while you
  wait for the new card to arrive, you may visit any FNB location to obtain one.

  We apologize for any inconvenience you may have experienced and hope this response to your
  complaint meets your satisfaction. We have used your experience as a coaching opportunity for our
  employees to ensure FNB continues to provide an exceptional customer experience.

  
  Sincerely,
  Deanna B***********
  Market Manager
  Pittsburgh Region
  First National Bank

• Initial Complaint

  02/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  FNB recently took over Howard Bank. I have been trying 6 days to make a Principle Only payment to my mortgage online (which my Howard Bank agreement stated was allowed and FNB stated there would be no changes to Mortgage agreements) and it states system no available. I chat with an online rep and was told I needed to call the Mortgage Servicing Center. I speak to a representative who's states I can't do that online but if I make a regular payment, they can switch it for me by calling in each time I do it. Why would it be in my legal documents, that FNB said would not change, and indeed, FNB did change without notice.

  Business response

  03/02/2022

  Please accept this letter in response to the complaint that we received from the Better Business Bureau
  (BBB) on February 17, 2022, regarding your mortgage loan at First National Bank of Pennsylvania (FNB).

  
  On February 16, 2022, you contacted FNB’s Mortgage Servicing via phone for assistance with making a
  payment to your loan. The representative you spoke with advised that you did not have the option to make
  a principal-only payment via online banking due to unavailability during the conversion process from
  Howard Bank to FNB. On February 28, 2022, an online banking specialist contacted you via phone to make
  you aware that the restriction was removed. You may now make payments via online banking, including
  principal-only payments.

  
  We apologize for any inconvenience you may have experienced because of this situation and hope this
  response to your complaint meets your satisfaction. While this communication is intended to present the
  facts of the situation, we would also like to express our appreciation for your business and our hope that
  you will continue to allow us to serve your financial needs.

  
  Sincerely,

  
  Mortgage Loan Servicing
  First National Bank

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dealt with a financial advisor that I feel gave me poor investment advice and was dishonest about what I was getting into. The advisor name is Mark S*******. I was told by FNB that this deal was between me and him so they have no liability and he no longer works for FNB.He had a card saying he was with FNB Investments. I do have a detailed letter that I sent them. I have heard no response. I tried to attach it to this form but it is too long.

  Business response

  02/28/2022

  The concerns you expressed to Cetera Investment Services regarding the above referenced investment have
  been forwarded to me for review. As you may know, Cetera Investment Services LLC (“Cetera”) is the
  brokerage firm located on the premises of First National Bank of PA through which customers may buy
  and/or sell a variety of non-deposit investment products. As the broker-dealer of record of your contract, it
  is our responsibility to review and respond to your concerns.

  
  We understand you are concerned you did not receive information regarding your contract as the contract
  listed the incorrect address and do not believe it meets your financial needs or that you received the level
  of service you expected. Please accept this letter as response to your concerns and allow me to share our
  findings.

  
  In speaking with AIG, they were able to confirm that at the time of issue, the address listed was the *******
  Dr. address and no mail was returned to them. From July 30, 2021 through December 16, 2021, your
  contract listed the ********** address. On December 17, 2021 the address was changed back to the *******
  Dr. address.

  
  A review of your account found that on October 22, 2020, you completed and signed a Cetera Investment
  Services New Account Application. This form indicated you had 20 years of investment experience in
  stocks, bonds and mutual funds/ETFs. An account objective of capital preservation was selected with a
  conservative risk tolerance and a time horizon of 5-8 years with no liquidity needs in the next 3 years.
  We also found a Cetera Investment Services Switch/Exchange Disclosure form was signed by you on
  October 22, 2020 which explained you were replacing your ****** ****** ************ 401(k) to a
  SunAmerica (AIG) Power Index Plus (7-Year Product) Fixed Indexed Annuity. It also explained the new
  product had a 7-year surrender schedule and you were making the change as the existing product did not
  meet your current financial goals and/or objectives. A Cetera Investment Services Annuity Transaction
  Worksheet was also completed reflecting there was a 7-year surrender schedule. Your signature dated
  October 22, 2020 acknowledged you understood the specific features of the indexed annuity.

  
  Further review found an American General Life Insurance Company Individual Deferred Index Annuity
  Application was completed for the purchase of a Power Index Plus (7-year product). This application listed
  your address as **** ******* Drive and was for a rollover of $50,000 into an IRA. The 1-year fixed account
  received 20% of your premium and 80% was invested into the MLSB Annual Point-to-Point participation
  rate. Your signature dated October 22, 2020 acknowledges you received the Buyer’s Guide for Deferred
  Annuities and that you understood the various features of the product including the surrender charge period
  and the Owner Acknowledgement and Disclosure Statement Attestation. 

  
  We are sorry your address was inadvertently changed during the year 2021, however it appears based on
  the above information the contract information was sent to the correct address at inception. We also find
  this investment was suitable at the time of purchase based upon the above referenced documentation
  meeting your investment goals and needs. Based on the above findings, we are respectfully declining to
  offer compensation, now or in the future, for any actual or perceived losses should you choose to keep or
  surrender your AIG Power Index 7 Plus policy.

  
  As it does not appear we can provide you with the level of service you desire, we ask that you transfer your
  account to a new broker-dealer of record within the next 30 days.

  
  Should you have any questions, I can be contacted at ###-###-####, extension #####.

  
  Sincerely,
  
  Sarah T******
  Sr. Compliance Analyst
  Regulatory and Client Response Department
  Cetera Financial Group

• Initial Complaint

  01/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  An unauthorized withdraw/money order was withdrawn from my account on 12/20/2021 from Mexico for the amount of $1387.81. I immediately called my bank to file a dispute. First National Bank did refund me $1257.81 but then withdraw the same amount $1257.81 from account on 01/24/22 without notification. I filed another dispute. This is acceptable.

  Customer response

  02/23/2022

  
  

  
  
  

  Good morning,

   

  This matter is not resolved. I have emailed FNB that there are no receipts, no merchandise, and no purchases were made.

   

  Please advised.

   

  ***** ****

  Business response

  03/02/2022

  Please accept this letter in response to the complaint that we received from the Better Business Bureau
  (BBB) on February 16, 2022, regarding your checking account at First National Bank of Pennsylvania
  (FNB).?

  
  We have reviewed the details of your complaint regarding the dispute you filed on December 18, 2021.
  The dispute was for a transaction in the amount of $1,387.81 that was first presented to your account
  on December 18, 2021, and posted to your account on December 20, 2021. On December 18, 2021, you
  contacted the FNB Contact Center and spoke with a Contact Center Representative (CCR) regarding this
  transaction. You informed the CCR that you did authorize a transaction from this merchant, however the
  purchase was to be in the amount of $130.00. The CCR processed your dispute as an incorrect
  transaction amount being charged by the merchant. On December 30, 2021, FNB issued a provisional
  credit to your account in the amount of $1,257.81. A notification was sent to you via mail (enclosed) this
  same day to inform you of the provisional credit and requested additional information for the dispute.
  The notification states that the additional information requested was to be sent back within 15 days
  from the date of the letter.

  
  Because the additional information requested from you was never received, FNB had only the
  information from your initial dispute to render a decision. On January 24, 2022, FNB concluded the
  investigation for the disputed transaction and found the transaction to be legitimate. The enclosed
  letter was sent the same day via mail explaining that the disputed item was considered valid, and that
  the provisional credit was reversed.

  
  On February 2, 2022, you contacted Jonathan M***, Branch Manager of the Canonsburg Office, via
  email regarding the status of the dispute. In your correspondence to Mr. M***, you stated that the
  transaction was never authorized, and you did not have any of the information that was requested from
  you from the initial dispute filed. Because you claimed that this transaction was not authorized rather
  than charged an incorrect amount, Mr. M*** notified FNB Card Services of this information, and on
  February 17, 2022, a chargeback request was processed. A chargeback request will involve FNB
  contacting the merchant and asking for proof of the purchase. FNB will continue to work with the
  merchant to retrieve the funds from this transaction and will credit your account if the funds are able to
  be retrieved. If the chargeback request is not found in your favor, FNB will notify you via mail with the
  decision and will provide any supporting documentation provided to FNB by the merchant that resulted 
  in the decision. If you have any further questions regarding this transaction, please contact FNB Card
  Services at ###-###-####, option #.

  
  We hope this response to your complaint meets your satisfaction. While this communication is intended
  to present the facts of the situation, we would also like to express our appreciation for your business
  and our hope that you will continue to allow us to serve your financial needs.?

  
  Sincerely,?

  
  Sheila S******
  Market Manager
  Pittsburg Region?
  First National Bank

  Customer response

  03/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Good Morning,
  
   
  
  I review the response from FNB.  They state they are contacting the merchant in Mexico. There is no merchant. Yes, I authorized a transaction from the merchant for $135.27 on 12/17/21 which was deducted from my bank account. I did NOT authorize a withdraw for $1387.81.
  
   
  
  Regards,
  
  ***** ****

• Initial Complaint

  01/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted First National Bank after getting a second overdraft fee which occurred while a check was depositing in order to clear my first overdraft fee. I have rarely had any overdraft fees and have always paid them when it was my fault. I after 5 attempts finally got through to one of the chat consultants for the FNB app. Her name was Stacy and she cut me off each time I attempted to explain the situation. I attempted several times to explain to her that the second overdraft fee was not appropriate but it was to avail. I then emailed FNB in order to contact someone in corporate to explain the issues with the help as well as maybe get some help for my situation. I was emailed back and told I could not have corporates number. That spoke volumes to me. I see from reviews this is a consistent issue. I am horrified that they would not disclose corporates number to me in order to try to resolve this issue. I am now reporting them because it felt wrong that they wouldn't share corporates information. I would like the overdraft fee taken off as it was the second and I do not believe that was fair considering my check was clearing. When you look at my account the check cleared yesterday and they are attempting to charge me an overdraft fee today. I feel dismissed and discourage with my bank that I have had with no issues for over 6 years.

  Business response

  01/28/2022

  Please accept this letter in response to the complaint that we received from the Better Business
  Bureau (BBB) on January 20, 2022, regarding your checking account with First National Bank of
  Pennsylvania (FNB).

  
  We have reviewed your complaint regarding Overdraft fees (OD fees) charged to your checking
  account. On January 12, 2022, the ending balance for your checking account was $10.59. To
  determine your available balance for January 13, 2022, we take your ending balance from the
  prior business day plus or minus any preauthorized debits or available credits. Your available
  balance to pay items on January 13, 2022, was $10.59. From your available balance, your account
  was presented with one (1) recurring debit card transaction for $34.95, which posted to your
  account leaving a negative balance of $24.36. The OD fee of $37.00 assessed to your account on
  January 14, 2022, was caused by this recurring debit card transaction.

  
  On January 18, 2022, your available balance to pay items was negative $61.36. This same day, a
  mobile deposit was presented to the account in the amount of $300.00, however this deposit was
  not available to pay items until the following business day. On January 18, 2022, your account was
  presented with (1) one recurring debit card transaction of $15.89, which posted to your account
  leaving a negative balance of $77.25. The OD fee of $37.00 assessed to your account on January
  19, 2022, was caused by this recurring debit card transaction. A copy of your January account
  statement which provides the details of the transactions listed above is enclosed for your
  reference.

  
  As a one-time courtesy, two (2) OD fees, totaling $74.00, have been credited back to your
  account. Please keep in mind that going forward, no fees will be refunded to your account unless
  they are a result of bank error. To help avoid OD fees in the future, I also recommend reviewing
  our Financial Insights video about managing your checking account. The enclosed instructions will
  help to locate this and other helpful videos to manage your account and increase your financial
  management knowledge.

  
  We apologize if we were unable to meet your needs during your Online Chat session and hope
  this response to your complaint meets your satisfaction. We have used your experience as a 
  coaching opportunity for our employees to ensure FNB continues to provide an exceptional
  customer experience.

  
  Sincerely,
  Sheri C*****
  Market Manager
  Capital Region
  First National Bank

• Initial Complaint

  01/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i was affected by covid and noticed this car company is charging me 82 a month in late fees on a 280.00 loan is that illegal i want them to explain to me how this makes sense i can see 20 a month late fee not 82.00 that is being a crook

  Business response

  01/25/2022

  Please accept this letter in response to the complaint that we received from the Better Business Bureau
  (BBB) on January 16, 2022, regarding your auto loan at First National Bank of Pennsylvania (FNB).

  
  We have reviewed the details of your complaint regarding fees being charged to your account. As outlined
  in the terms of your original Loan Agreement, provided to you at the time of the loan origination and
  enclosed for your reference, if your monthly payment is not paid within the ten (10) day grace period after
  the payment due date, you will be subject to a late fee. Because multiple payments were paid after the
  grace period, multiple late charges were added to your loan balance. The late payment fee is 2% of the
  total payment amount due each month and may vary depending on the number of days in the billing cycle.

  
  The most recent late fee charged to your loan was on January 3, 2022, in the amount of $5.61. Your 2021
  loan statement, which provides specific loan details including payments made, interest charged and fees
  assessed, is enclosed for your reference. The amount of $82.00 you referenced in your complaint is the
  total amount of the outstanding late fee balance for your loan and is an accumulation of multiple fees
  charged.

  
  FNB offers auto pay, which will automatically deduct your monthly payment from an account of your
  choosing. This service requires the completion of an auto pay form which can be obtained at any of our FNB
  branches or by contacting the FNB Customer Service Center at ###-###-####. You may also monitor the
  status of your account using FNB online banking.

  
  We hope this response to your complaint meets your satisfaction. While this communication is intended to
  present the facts of the situation, we would also like to express our appreciation for your business and our
  hope that you will continue to allow us to serve your financial needs.

  
  Sincerely,
  Loan Servicing
  First National Bank

• Initial Complaint

  01/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They are charging overdraft fees even though there was a $0.00 account balance. They will not close the account even after being ask too.

  Business response

  01/13/2022

  Please accept this letter in response to the complaint that we received from the Better Business Bureau
  (BBB) on January 6, 2022, regarding your checking account with First National Bank of Pennsylvania (FNB).

  
  We have reviewed the details of your complaint regarding the Overdraft fees (OD fees) charged to your
  checking account. Pursuant to the Deposit Account Agreement (DAA), provided to you at account opening
  and enclosed for reference, if the available balance in your account is not sufficient to pay your
  transactions, FNB will decide whether to pay the transaction into overdraft or return the transaction
  unpaid; this decision is at FNB’s sole discretion. Further, if any transaction is paid into overdraft or returned
  for any reason, FNB will assess an OD fee or a Return Item fee of $37.00 for each item.

  
  On December 28, 2021, the ending balance for your checking account was $0.60. To determine your
  available balance for December 29, 2021, we take your ending balance from the prior business day plus or
  minus any preauthorized debits or available credits. Your available balance to pay items on December 29,
  2021, was $0.60. From your available balance, your account was presented with one (1) item totaling $7.28,
  which posted to your account leaving a negative balance of $6.68. The OD fee assessed to your account on
  December 30, 2021, was for this item.

  
  On December 29, 2021, you made a check deposit of $7.28. Per the FNB Funds Availability policy outlined in
  the DAA, funds from a check deposit are not made available to pay items until the following business day.
  The check was deposited on December 29 and the funds were not available to pay items until December
  30. Because the account remained negative for more than three (3) consecutive business days, a
  Continuous Overdraft fee (COD fee) of $12.00 was assessed to your account on January 3, 2022. A copy of
  your account statement which provides the details of these transactions is enclosed for your reference.
  As a final courtesy, FNB has issued a credit to your account in the amount of $49.00 and have closed the
  account per your request. We hope this response to your complaint meets your satisfaction.

  
  Sincerely,
  Sheila S******
  Market Manager
  Piedmont Triad Region
  First National Bank

  Customer response

  01/14/2022

  
  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,
  
  ****** ******

*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. ↩