ComplaintsforFirst National Bank of PA

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 jeep wrangler jk from 1# Cochran in 2019. My auto loan was set up through First National bank of hermitage, pa. There have been three occurrence where First national bank has placed a "force place insurance" on my vehicle loan. My insurance holder Geico has spoken to them and my policy binder has been send to F.N.B several times. There has been no laps in coverage on my vehicle but yet F.N.B keeps adding the insurance to my loan charging me extra money each month. The issue gets resolved and 2 months later they add it back. All I would like is for F.N.B to release my loan to another company so that I am no longer fighting to keep my vehicle which is being paid for. I believe F.N.B HAS STOLEN THOUSANDS from me over the past few years due to them adding the insurance to my loan and refinancing it without my consent.

  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 1, 2022, regarding your auto loan at First National Bank of Pennsylvania (FNB).

  
  We have reviewed the details of your complaint regarding Force Placed Insurance (FPI) being added to your
  loan balance. On September 26, 2019, FNB sent you a notification via mail (enclosed) informing you that
  proof of insurance coverage effective for July 27, 2019, was required as outlined in your loan agreement.
  On October 10, 2019, a second notification was sent to you via mail (enclosed) stating that we still had not
  received proof of coverage that was requested. Because these notices were not responded to, FNB sent
  you a third notification via mail (enclosed) on October 24, 2019, stating that FPI in the amount of $3,694.00
  had been added to your account balance. The FPI balance added to your loan resulted in an increase in your
  monthly payment amount.

  
  On July 21, 2020, FNB received proof of coverage from Geico Insurance for the dates of September 6, 2019,
  to present. Because proof of coverage was not provided for a portion of the time requested, a refund of
  $3,280.00 was credited to the account balance. A balance of $414.00 was still outstanding for the dates of
  July 27, 2019, to September 6, 2019. On October 18, 2021, FNB received proof of coverage from Geico
  which included the outstanding dates. On October 29, 2021, FNB credited your loan $414.00 for the
  remaining FPI balance. As of the date of this letter, there is no outstanding FPI balance on your loan, and
  your original monthly payment amount has been restored.

  
  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

  12/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 15th, 2021 I received a phone call from First National Bank Adjustment department stating that they had not received my mortgage payment due on December 1st. While on the call I reviewed my bank records and indeed the mortgage payment was processed by my bank on November 29th, 2021. This was a paper check so First National Bank received and deposited my payment but never applied it to my account. Per the customer rep the reference number is today's date ********. Payment will be applied with a payment date of November 26th, 2021. The customer rep was not abled to provide a reason as to why the payment was never applied to my account. Per customer rep the payment should be reflected within 1-2 business days.

  Business response

  12/29/2021

  Please accept this letter in response to the complaint that we received from the Better Business Bureau
  (BBB) on December 15, 2021, regarding your mortgage at First National Bank of Pennsylvania (FNB).
  On December 15, 2021, a Customer Service Representative (CSR) from the FNB Loan Adjustments
  department contacted you via phone regarding your mortgage payment that was due on December 1,
  2021. During this conversation, you explained that you had mailed a check for this payment and stated
  that your records showed the check had been negotiated on November 29, 2021. The CSR collected the
  payment information including the check number and was able to locate the payment. The CSR then
  advised that the payment would be applied to your mortgage with a payment date of November 26,
  2021, which was the day that FNB received the check. This payment was updated, and your mortgage
  does reflect the payment being made on November 26, 2021. FNB did not charge any fees and did
  update the interest calculation to reflect the appropriate payment date.

  
  After review, we determined that the payment was not properly applied to your account because your
  mortgage loan account number was not properly identified when the check was received.

  
  We apologize for any inconvenience this may have caused 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 Servicing
  First National Bank

• Initial Complaint

  11/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have been trying to make a loan payment for a week. The local bank closed in our area without notice. I have spent over 3 hours on hold over the last week. I finally speak to a rep and I am told that they do not accept payments over the phone unless they are late???? They do not have online payment options either. Who doesn't take online payments in this day and age? I don't expect this business to survive much longer.

  Business response

  12/06/2021

  Please accept this letter in response to the complaint that we received from the Better Business Bureau
  (BBB) on November 30, 2021, regarding your auto loan with First National Bank of Pennsylvania (FNB).
  We appreciate your feedback regarding our current options for making payments to your auto loan.

  
  While FNB has multiple payment options, we understand that each customer has their own banking
  preferences. Although the ability to make a payment from a non-FNB account to your auto loan is not
  currently available on our website, you are able to make payments at any of our FNB branch offices,
  sending your monthly payments via mail or by setting up automatic payments from another financial
  institution. We apologize that your primary branch office was closed. The nearest branch to your home
  address is our Wellsburg Office, located at 1015 Commerce Street, Wellsburg, WV 26070.

  
  If you wish to have your monthly payment debited automatically from an account at another financial
  institution, you may contact our Customer Service Center at ###-###-####, or you may visit any of our
  FNB branch offices.

  
  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

  11/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My father put me on his bank account and passed away in June. His wife told social security that month. I told social security in July. I left our bank account open so they could get their money. My money was coming and going out of the account too. They took the money in September. At the beginning of October, I closed the account. On 11/15 I got a bank statement saying my account was -$1045.71. I call the bank and they say they have already charged the account off. The manager hung up on me instead of answering my questions.

  Business response

  11/29/2021

  Please accept this letter in response to the complaint that we received from the Better Business Bureau (BBB)
  on November 17, 2021, regarding your checking account with First National Bank of Pennsylvania (FNB).
  Please accept our condolences on the recent passing of your father, ******** *****. We value your feedback
  and want to thank you for taking the time to reach out to us.

  
  We have reviewed the details of your complaint regarding your checking account ending in **** being charged
  off on November 12, 2021. On July 1, 2021, a Social Security Deposit of $1,036.77 posted to your account. On
  August 2, 2021, a second Social Security Deposit of $1,036.77 posted to your account. On October 13, 2021,
  the Social Security Administration requested that the deposit that posted to your account on July 1, 2021, be
  returned, and was deducted from your account the same day.

  
  On October 18, 2021, you visited the Homestead Office to request that your checking account be closed. The
  account closure request was processed, and the remaining balance of $1,001.84 was provided to you in cash.
  On November 9, 2021, the Social Security Administration notified FNB that the deposit made on August 2,
  2021, in the amount of $1,036.77, would also need to be returned. This deposit was returned to the Social
  Security Administration on November 9, 2021, and the checking account was charged off with a remaining
  negative balance owed of $1,036.77 on November 12, 2021. A copy of the transaction history from June of
  2021, through November of 2021, are enclosed for your reference.

  
  The balance owed of $1,036.76 is accurate and is due to be paid. If you wish to discuss methods of payment or
  a payment plan, please contact Torres Collection Agency at ###-###-####. FNB has reviewed the conversations
  you had with multiple FNB employees and have found no evidence to support that you were hung up on at any
  time.

  
  We hope this response to your complaint meets your satisfaction.

  
  Sincerely,

  
  Donna G*****
  Market Manager
  Central Mountain Region
  First National Bank

  Customer response

  11/30/2021

  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.

  
  When I spoke to the Homestead office, I was told it was a rare occurrence for SSI to take out two separate payments at two separate times. They also said it was odd that it was sent to a collection agency so fast. Why did these two events happen?  As my bank, why was I not told that my account was reopened, or delinquent? Why wasn't the money requested back by SSI instead of the bank reopening my account a month after I closed it?  I feel like I was rob. In no other circumstance would it okay for someone to take someone else's money off them without them knowing weather they owe the money or not.  I have no reason to lie about the manager saying "I'm getting off the phone now" and hanging up abruptly without answering my questions when I called in to the call center. As a stock owner of your company, I would love to know if this is really how you treat your consumers because I really thought this bank was a good bank. 
  
  
  Regards,
  ****** *****

  Business response

  12/06/2021

  Please accept this letter in response to the rebuttal complaint that we received from the Better Business
  Bureau (BBB) on November 30, 2021, regarding your checking account with First National Bank of Pennsylvania
  (FNB).

  
  We apologize for any misunderstanding and inconvenience you may have experienced. FNB does not have any
  control of when the Social Security Administration requests for a deposit to be returned. Because you
  requested for the account to be closed on October 18, 2021, FNB had to debit the account for the deposit
  amount sent back to the Social Security Administration. The account was then charged off because the status
  of the account was closed prior to the deposit being returned to the Social Security Administration. The
  account being charged off also prevented Continuous Overdraft fees (COD fees) fees from being charged to the
  account for having a negative balance.

  
  If you have questions regarding why the Social Security Administration requested the deposit to be returned,
  FNB advises that you contact them directly to discuss the matter. As stated in our previous response, the
  balance owed of $1,036.76 is accurate and is due to be paid.

  
  We hope this response to your complaint meets your satisfaction.

  
  Sincerely,

  
  Donna G*****
  Market Manager
  Central Mountain Region
  First National Bank

• Initial Complaint

  10/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Oct 12, I was charged $111 for overdraft fee. On Oct 13, I was charged $148 for overdraft fee. The FNB bank mistakenly charged my account. All the transaction is made after I check the available balance with my account on my online banking and I was 100% sure that I have enough fund to cover the transaction. First of all, I made all transaction on debit card after I RECEIEVED money from friends via ZELLE. Also, when I made the purchase, the AVAILABLE balance shows in online banking/APP is enough for all the transactions. On the other hand, I know that I can't use the debit card to purchase anything if the amount of money is larger than the AVAILABLE balance. Thus, the transaction mentioned above also implies that I had ENOUGH money in my account. So, I shouldn't pay for the error caused by your banking system. And I want the bank give back all those fees to my account.

  Business response

  11/02/2021

  Please accept this letter in response to the complaint that we received from the Better Business Bureau
  (BBB) on October 18, 2021, regarding your checking account at 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. On October 7, 2021, the ending balance for your checking account was $488.61. To
  determine your available balance for October 8, 2021, we take your ending balance from the prior
  business day plus or minus any preauthorized debits or available credits. Including all preauthorized
  debits, your available balance to pay items on October 8, 2021, was $388.61. From your available
  balance, your account was presented with six (6) items totaling $488.00, which posted to your account
  leaving a negative balance of $99.39. The OD fees assessed to your account on the following business
  day, totaling $111.00, were caused by the following transactions: $100.00 for BetMGM, and $80 and
  $8.00 for Fanduel.

  
  On October 9, 2021, a Zelle deposit of $200.00 was presented to your account and posted on October
  12, 2021. Your available balance to pay items on October 12, 2021, was positive $20.61. From your
  available balance, your account was presented with four (4) items totaling $199.80, which posted to
  your account, along with $111.00 in OD Fees, leaving a negative balance of $290.19. The OD fees
  assessed to your account on October 13, 2021, totaling $148.00, were caused by the following
  transactions: $34.80 for Zelle, $100.00 for BetMGM, and $60.00 and $5.00 for Fanduel.

  
  On October 15, 2021, you contacted the FNB Customer Service Center via secured message regarding
  your dissatisfaction with the fees charged. The Customer Service Representative (CSR) forwarded your
  complaint to Meredith Pritchard, Senior Banking Consultant of the East College Avenue Office, for
  review. The Associate Banking Consultant of the East College Avenue Office attempted to contact you
  via phone on October 18, 2021, but was unable to reach you. As a one-time courtesy, Ms. Pritchard
  refunded two (2) OD fees totaling $74.00 to your account.

  
  Pursuant to the Deposit Account Agreement (DAA) and personal fee schedule, provided to you at
  account opening and enclosed for reference, if the available balance in your account is not sufficient to
  pay all of your transactions, FNB will first use any overdraft protection you have established to cover the
  transactions. If you do not have overdraft protection, 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 returned for any reason, FNB will assess a return item (RI fee) of $37.00. Because the fees
  charged to your account were in accordance with the DAA, FNB will not provide any additional refunds
  to your account.

  
  You are able to view your available balance at any automated teller machine (ATM) or on a supported
  electronic device by using Mobile Banking or Online Banking. You also may contact your local branch or
  FNB’s Customer Service Center via telephone at ###-###-####. Your available balance does not
  include any checks you may have written, or electronic Automatic Clearing House transactions (ACH)
  that you have scheduled, which have not posted to your checking account.

  
  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 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,
  Michael G*****
  Market Manager
  First National Bank

*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. ↩