ComplaintsforFirst National Bank of PA

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Deposited a check 6-10-2024 and the bank put a hold on it until 6-20-24. They said it's a federal law to do this. Is that true? Is there a federal law that says they have to put a ten day hold on checks over 5 grand? I pay fees for overdrawn account while a 7000.00 check is on hold.

  Customer response

  06/17/2024

  I wasn't sure if this was the main branch of my local first national bank. My complaint is actually about the local branch in west york, pa. They are penalizing the people who need it most.

  Business response

  06/20/2024

  Please accept this letter in response to the complaint that we received from the Better Business Bureau (BBB) on 
  June 11, 2024, regarding your checking account at First National Bank of Pennsylvania (FNB).

  
  We have reviewed the details of your complaint regarding a hold placed on a large dollar check deposit, in the 
  amount of $7,008.84, made on June 10, 2024, at the York Crossing Drive Office. At that time, you were provided 
  the attached Notice of Delayed Funds Availability, which explained the reason for the delay and advised you that 
  your funds would be made available on June 20, 2024. Pursuant to the Deposit Account Agreement (DAA), 
  provided at account opening and enclosed for your reference, depending on the type of check you deposit, or 
  under other circumstances defined within the DAA, availability to withdraw deposited funds may be delayed and it 
  is your responsibility to keep your account in good-standing, regardless of delayed availability of funds. The hold 
  was released today, June 20, 2024, and the funds were made available in your account.

  
  The Federal Reserve supervises and regulates the length of holds placed on checks and the availability of funds for 
  financial institutions via Regulation CC. Regulation CC defines the availability of funds, collection of checks and the 
  required disclosures associated with them. For deposits over $5,000.00 (large deposits), Regulation CC permits 
  financial institutions to delay the availability of funds for up to seven (7) business days and requires a notice be 
  given to the customer at the time of deposit. Regulation CC documentation is also available online at 
  https://www.******************* 

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

  
  Sincerely,

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

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Can’t access bank account, can’t login or anything. FNB is withholding access to my account from me and not closing my account as request.

  Business response

  06/21/2024

  June 21, 2024
  ********* ** ****** *** ******** *** **** **** ************* ** *****
  Better Business Bureau ***** ********
  **** *** *******

  
  Please accept this letter in response to the complaint that we received from the Better Business Bureau
  (BBB) on June 8, 2024, regarding your checking account at First National Bank of Pennsylvania (FNB).
  We have reviewed the details of your complaint regarding your account access. On May 30, 2024, you
  opened your checking account on FNB’s website and made an initial deposit of $100.00. Your account
  number was provided to you on the screen that confirmed your application was approved and also in
  your Application Summary which you had the option to download.
  On June 8, 2024, you contacted the FNB Contact Center via email to inquire about receiving your
  account number to enroll in Online Banking. You were advised by the Contact Center Representative
  who assisted you that for security purposes, your personal information should never be shared through
  unsecured channels, such as email, and that you may call the FNB Contact Center for further assistance.
  Enclosed for your reference is the statement that was mailed to you on June 6, 2024, which includes
  your account number. If you would like further assistance with enrolling in Online Banking, please call
  the FNB Contact Center at 800-555-5455, Monday through Friday 8:00 AM to 9:00 PM and Saturday
  through Sunday 8:00 AM to 5:00 PM.
  We hope this response to your complaint meets your satisfaction. While this communication is intended
  to present the facts of the situation, we would 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

   

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Can't get debit card to work on phone 45 min they need to get there sh fixed

  Business response

  06/12/2024

  Please accept this letter in response to the complaint that we received from the Better Business Bureau (BBB) on June 5, 2024, regarding your debit card at First National Bank of Pennsylvania (FNB). 
  We have reviewed the details of your complaint regarding the activation of your debit card. On June 4, 2024, you called the Contact Center and spoke with a Contact Center Representative (CCR) and advised her that you were unable to activate your debit card. The CCR assisted you with navigating the prompts to activate your card on the activation line. You were able to successfully activate your debit card on that call. 

  
  I spoke with you on June 7, 2024, regarding the issues you had while activating your debit card with the automated system. You confirmed that the CCR was helpful with the activation of your debit card. I also provided you with my direct contact information as well as the information for the Branch Manager of the West End Office should you require any further assistance. 

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

  
  Sincerely, 

  
  Daniel *. H***** Market Manager 
  Central Mountain Region 
  First National Bank 
  

  
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In April of 2024 I received a request from first national Bank of Pennsylvania to provide proof of insurance on a 2015 Chevy traverse that I have a loan through that institution for. They requested that I show proof of insurance for the term of 3/31/23 to 3/31/24. I called my insurance company and had them send the information to the bank. The bank added $3,000 of insurance on my automobile and was sending me a statement for it. In the meantime, they received proof of insurance from my company and then they canceled part of the bill from 3/31/2023 to 3/31/2024 for the amount of $874. I then saved every letter in May stating that the policy from 3/31/2023 to 3/31/2024 was not canceled because they did not receive proof of insurance for that year. I did have full coverage insurance on the vehicle at that time. The bank did not have insurance on my vehicle for that time. I had my own insurance through national general insurance on my vehicle through that time. The letter I received in May stated that they were charging me $1,283 for an insurance policy to cover my vehicle through 3/31/2023 to 3/31/2024. Here is my complaint. How can they legally charge me? $1,283 for insurance that they did not put on my car through that time. They are charging me this amount on insurance that they did not give me nor did I need. This being said, I do not see how you can purchase insurance coverage for 2023. If this is 2024 you cannot insure something in the past. I feel that these charges are completely fraudulent if not illegal. I had my insurance agent submit the information again showing that I did have insurance for 3/31/23 to 3/31/24. Just to State one more time I am questioning The legality of the bank charging me for an insurance policy. They did not put on my vehicle. Thank you very much for your help in this matter.

  Business response

  06/14/2024

  Please accept this letter in response to the complaint that we received from the Better Business Bureau on June 5, 
  2024, regarding your loan at First National Bank of Pennsylvania (FNB). 

  
  We have reviewed the details of your complaint regarding the Forced Placed Insurance (FPI) added to your vehicle 
  loan. Pursuant to the enclosed loan note that you signed on July 6, 2020, you agree to have physical damage 
  insurance covering the loss of or damage to your vehicle, through which FNB is named on your policy as loss payee. 
  If you do not obtain insurance, we will purchase insurance on your behalf and the cost of the premium will be 
  added to your principal balance. 

  
  Beginning April 6, 2023, you were provided notices advising you that proof of coverage was needed. On May 4, 
  2023, notification was provided to you which states that FPI was placed in the amount of $1283.00 for the period 
  of March 31, 2023, through March 31, 2024. Beginning on April 4, 2024, you were again provided notices 
  requesting proof of coverage. On May 2, 2024, notification was provided to you which states that additional FPI 
  was placed in the amount of $874.00 for the period of March 31, 2024, through March 31, 2025. Copies of these 
  notices are enclosed your reference. 

  
  You provided proof of coverage for the period of March 30, 2024, through March 31, 2025, on May 10, 2024, and 
  $878.00 was refunded to your account. On May 28, 2024, additional proof of coverage for the period of March 31, 
  2023, through March 30, 2024, was obtained, and your account was refunded the remaining FPI balance of 
  $1279.00. As of the date of this letter, the FPI that was purchased for your loan has been fully refunded. On June 
  11, 2024, you spoke with Tiffany C****, Contact Center Supervisor, who reviewed your account and confirmed that 
  the FPI was fully refunded. You were satisfied with the outcome of the conversation.

  
  While this communication is intended to present the facts of the situation, we would 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

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 22,2024 I discovered fraudulent purchases on my account starting from Door Dash that started in March 3, 2023 totaling around $1070.45 currently I am trying to fix this issue with the fraud department without success, purchases was made even after the account had a negative balance that should have been stopped immediately but, continued creating over draft fees in excess of $1,403.54 this issue was a result of the bank allowing activity on the account even after a zero balance and a negative of over $1,520.00 the card activity continue this is at no fault of myself and has caused a huge burden on my family financially and emotionally and still has not been resolved.

  Business response

  05/20/2024

  Please accept this letter in response to the complaint that we received from the Better Business Bureau (BBB) on 
  May 3, 2024, regarding your business checking account at First National Bank of Pennsylvania (FNB).

  
  We have reviewed the details of your complaint regarding your debit card dispute. On April 26, 2024, you called 
  the FNB Contact Center to report unauthorized transactions. The Contact Center Representative who assisted you 
  filed a dispute on your behalf for thirty-six (36) transactions totaling $1,035.26. 

  
  The dispute investigation began, and on May 3, 2024, the merchant provided a partial credit directly to your 
  account in the amount of $918.33. On May 6, 2024, the investigation was complete, and the remaining $116.33 
  was credited to your account by FNB that same day per the enclosed notification that was provided to you.
  Pursuant to the Deposit Account Agreement provided at account opening and enclosed for your reference, 
  business accounts are automatically opted-in to optional Overdraft Services, in which a debit card transaction may 
  be approved and paid into overdraft if you do not have sufficient funds in your account. Please note that only 
  consumer accounts can opt out of this service. 

  
  Beginning on April 5, 2024, your account became overdrawn because of your disputed transactions. Pursuant to 
  the enclosed Business Fee Schedule, your account was assessed a $35.00 Overdraft fee for each transaction that 
  was paid into overdraft, and an $8.00 Continuous Overdraft fee beginning on the second business day and each 
  business day thereafter in which your account remained overdrawn. A copy of your recent transaction history is 
  enclosed for your reference. On May 17, 2024, a refund in the amount of $571.09 was credited to your account to 
  bring it current.

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

  
  Sincerely,

  
  Teresa K*****
  Market Manager
  Mid-Atlantic Region
  First National Bank

• Initial Complaint

  05/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I recently created an account with FNB. Whenever something needs email or phone verification, I never get an email or text. It is to the point now where I can't even login online or using the app because doing either requires text verification, and although they have the correct number the text never arrives. I don't have this issue with any other platform. I'm on hold now for 20 minutes trying to get to a person so that I can resolve this. Previously I called and waited for 30 minutes trying to talk to a person before having to hang up. The best part is the hold music is interrupted about every minute to tell me to use the online platform instead. Wish I could. FNB basically took my money and has locked me out of accounts and given me no way to contact them.

  Business response

  05/16/2024

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on May 2, 2024, regarding your checking account at First National Bank of Pennsylvania (FNB). 
   
  We have reviewed the details of your complaint regarding your Online Banking access. On May 2, 2024, 
  you called the FNB Contact Center because you could not log in to your Online Banking. The Contact 
  Center Representative (CCR) who assisted you completed the security question authentication process
  and enrolled your profile to receive text verification codes so that you could log in successfully. 

  
  I spoke with you on May 10, 2024, and verified that you were able access your online banking. I also
  discussed alternative options to calling the Contact Center that may result in a quicker resolution, and 
  you were satisfied with the outcome of our conversation.

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

  
  Sincerely,

  
  Jordon M********
  Market Manager
  Pittsburgh Region
  First National Bank

  Customer response

  05/17/2024

  
  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

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I owned a house with another who was not my spouse or partner in anyway. We have a right of Survivorship on the deed. She has passed away. She had a mortgage on the house that my name was not on. The mortgage holder, First National Bank, made no attempt to contact me before starting foreclosure even though I had called them upon learning of the other owners death only to be told they couldn't talk to me. I am in the process of selling the house to pay them off. They sent me a payoff with extra interest, legal fees, late charges, unpaid EMS bill, and projected escrow reserves. I've tried to speak with them about these extra charges, some of which wouldn't exist if they'd have talked to me about this when the other party passed away in September of 2023. They will not talk to me at all. The only correspondence has been through email which I initiated.

  Business response

  05/09/2024

  
  Dear Ms. *******,
  Please accept this letter in response to the complaint that we received from the Better Business Bureau
  (BBB) on April 25, 2024, regarding a mortgage loan at First National Bank of Pennsylvania (FNB) for a
  property in which you state you are the owner.
  To further discuss this matter, you, or your attorney if you are legally represented, should contact FNB’s
  counsel via mailed correspondence at: First National Bank, Attn: Legal Dept, **** ******** ********** ********** ** ******
  Sincerely,
  First National Bank

  Customer response

  05/11/2024

  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.
  
   
  Regards,
  
  ****** *******

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged an overdraft fee of $70 when my account was never overdrawn. My account had charges go through that works have overdrawn my account, however a large deposit was immediately made to cover these; account was checked several times and never overdrew. I contacted the main customer service and they validated this and stated the fees would be refunded by the local branch, however after two weeks and 6 attempts by me, the branch did not respond and I have not received my credit. This is the third time in a year this bank has done this.

  Business response

  05/07/2024

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on April 23, 2024, regarding your checking account at First National Bank of Pennsylvania (FNB).
  We have reviewed the details of your complaint regarding the Overdraft fee (OD fee) that was assessed 
  to your account. On April 3, 2024, the ending balance for your checking account was $123.48. No further 
  transaction activity occurred on your account until April 8, 2024. To determine your available balance, 
  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 April 8, 2024, was $123.48. Because you 
  deposited a transit check on April 8, the funds from the check were not available to pay items until April 
  9, 2024, per the enclosed Deposit Account Agreement.

  
  From your available balance, your account was presented with four (4) items totaling $394.35, which 
  posted to your account leaving a negative balance of $270.87. The OD fee assessed to your account on 
  April 9, 2024, in the amount of $70.00, was caused by the following transaction amounts: $364.09 and 
  $22.42. Please note that the $2.51 transaction that posted to your account on April 8, 2024, was not 
  assessed an OD fee because it was in the amount of $5.00 or less per the enclosed Consumer Fee 
  Schedule. 

  
  On April 9, 2024, you contacted the FNB Contact Center via chat to inquire about the OD fee. The 
  Contact Center Representative who assisted you incorrectly advised you that your account balance was 
  not negative. Your account was credited $70.00 for the OD fee as a courtesy on May 6, 2024 . Please 
  keep in mind that moving forward, no fees will be refunded to your account unless they are a result of 
  bank error. A copy of your recent transaction history is enclosed for your reference.

  
  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 for any inconvenience this may have caused 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,

  
  Brad J****
  Market Manager
  Raleigh-Durham Region
  First National Bank

  Customer response

  05/10/2024

  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.
  
   I appreciate the $70 refund. However, you state in the reply that there are not overdraft fees charged if accounts overdraw for less than $5. Earlier this week mine did for $3 and I was charged $35. We have had these fees as a result of having three checking accounts and trying to balance this. We are in the process of transferring everything over to one and are obviously missing auto payments. As a result of your providing your policy previously, please refund this $35 as well and then we will close this account and there will be no further complications. Thank you
  Regards,
  
  **** ********

  Business response

  05/24/2024

  Please accept this letter in response to the appeal that we received from the Better Business Bureau 
  (BBB) on May 13, 2024, regarding your checking account at First National Bank of Pennsylvania (FNB).

  
  As stated in our enclosed previous written response to your initial BBB complaint dated May 7, 2024, 
  the $2.51 transaction that posted to your account on April 8, 2024, was not assessed an Overdraft fee 
  (OD fee) because the transaction itself is in the amount of $5.00 or less. On May 3, 2024, a $43.99 
  transaction posted to your account, which caused a balance of negative $3.86. Please note that because 
  the transaction that caused the overdraft was not in the amount of $5.00 or less, the $35.00 OD fee that 
  was assessed to your account on May 6, 2024, is valid.

  
  On November 28, 2023, your account was credited $105.00 as a courtesy after Branch Manager 
  Matthew F******* contacted you and explained the overdraft in response to your complaint that was 
  submitted on November 25, 2023. Because of this credit, along with the $70.00 courtesy refund credited 
  to your account on May 6, 2024, the remaining $35.00 OD fee will not be refunded.

  
  Sincerely,

  
  Brad J****
  Market Manager
  Raleigh-Durham Region
  First National Bank

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car through a dealership. They provided financing through First National Bank. In less than 1 year, they have demanded now for the fourth time proof that the car is insured. I have provided this to them three times in the past. It seems that every time I give it to them, they wait a couple months, and then claim they don't have it. This is ridiculous. My husband and I have had a dozen car loans, and we have never run into a company so incompetent that they keep losing the documentation we have provided them.

  Business response

  04/19/2024

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on April 5, 2024, regarding your auto loan at First National Bank of Pennsylvania (FNB).

  
  We have reviewed the details of your complaint regarding your Force Placed Insurance (FPI) 
  notifications. On April 3, 2024, Contact Center Manager Gregg L******* contacted you via phone 
  regarding your previous complaint you submitted to FNB via email on March 26, 2024. Mr. L******* 
  explained that the identification cards you previously provided to FNB were not sufficient proof of 
  coverage and your insurance carrier was previously using an incorrect lienholder address, which has 
  since been updated. Mr. L******* also advised that there may be delays between the effective dates of 
  your insurance coverage and when FNB may be notified of your current insurance policy, which can 
  cause you to receive FPI notifications.

  
  On March 26, 2024, the FNB Insurance department contacted your insurance carrier, who confirmed 
  that your current insurance policy is valid through September 21, 2024. As of the date of this letter, your 
  insurance coverage is current and FNB has not purchased any FPI for your auto loan.

  
  We hope this response to your complaint meets your satisfaction. While this communication is intended 
  to present the facts of the situation, we would 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

  Customer response

  04/19/2024

  
  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, despite the inaccuracies contained in the letter.
  
  Regards,
  ******** ********

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A teller from your Brentwood branch in pa messed up my auto loan payment and I’ve been behind for months I have money to fix the problem but nodody can seem to fix it so I’d like someone to fix the issue that nobody in your company can seem to fix

  Business response

  03/20/2024

  Please accept this letter in response to the complaint that we received from the Better Business Bureau (BBB) on 
  March 6, 2024, regarding your auto loan at First National Bank of Pennsylvania (FNB).

  
  We have reviewed the details of your complaint regarding your payment history. Pursuant to the enclosed note 
  that you signed on July 23, 2022, beginning on September 6, 2022, your monthly payments in the amount of 
  $513.37 are due on the sixth day of each month. You enrolled in automatic recurring payments to debit your 
  monthly payment from your checking account at another financial institution on August 16, 2022.

  
  Your automatic payment that was debited from your checking account on December 6, 2023, was returned 
  because of insufficient funds. The enclosed notification was provided to you on December 11, 2023, to advise you 
  of the returned payment. On January 4, 2024, the Loan Adjustments department contacted you via phone 
  regarding your past due payment. The Loan Adjustor you spoke with advised you that your loan was past due 
  because of the returned payment.

  
  You did not make your December 2023 payment until January 8, 2024. Your loan is now current because you made 
  your February 2024 payment on March 6, 2024, and your March 2024 payment on March 11, 2024. Enclosed for 
  your reference is a copy of your payment history. As of the date of this letter, your next payment is due on April 6, 
  2024. This payment will be automatically debited from your external checking account ending in ****, per your 
  request to change your debited account, which FNB completed on December 27, 2023.

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

  
  Sincerely,

  
  Deborah V************
  Market Manager
  Pittsburgh Region
  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. ↩