Complaints

This profile includes complaints for First Bank & Trust's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  First Bank & Trust

  520 6th St Brookings, SD 57006-2028

• 

  First Bank & Trust

  21420 Aberdeen St NE East Bethel, MN 55011

• 

  First Bank & Trust

  209 S Rum River Dr. Princeton, MN 55371

• 

  First Bank & Trust

  1909 Highway 36 W Roseville, MN 55113

• 

  First Bank & Trust

  Meckling, SD 57069

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The new ATM at the **** *** location in Brookings SD does not work well, The touch screen is not sensitive enough. This makes it very frustrating to use. Please adjust the touch sensitivity or add buttons ASAP.

  Business Response

  Date: 04/16/2025

  See attached response.First Bank & Trust (‘the Bank’), is in receipt of your complaint made to the BBB on April 7, 2025 requesting a repair of the Bank’s ATM at the **** *** location in Brookings, SD. The Bank has entered a service ticket for the ATM to be calibrated to resolve the sensitivity issues you noted.
  The Bank considers your complaint resolved and offers our most sincere apologies for any inconvenience experienced.

• Initial Complaint

  Date:03/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This credit card company seems to employ some fraudulent tactics. I have called them many times to issue me refunds for the foreign transaction fees that they charge to my account amounting to $25.30 plus a paper statement fee of $2.00 for 2 months. I need them to issue refunds for both items because they never informed me of such fees and by right, they have no right to charge for a paper statement. this is a serious act of fraud. I had not used this card in many years, and they contacted me threating me of closure and then they are lambasting me with fees for using the card. Is that real.

  Business Response

  Date: 03/26/2025

  See attached response.First Bank & Trust of Brookings, South Dakota (“the Bank”) received correspondence from the BBB on 3/18/2025 requesting refunds of foreign transaction fees totaling $25.30 and two $2.00 paper statement fees assessed to your Mercury Mastercard®. You state you were never informed of such fees and you believe these to be fraudulent tactics. Also, you mentioned you had not used the account for many years and received a threatening notice of closure and now you are being impacted by these fees.
  Our records indicate that the Change in Terms (CIT) notification was sent to the email address we have on file for you on 5/13/2024. For your reference, we have included a screenshot of the account documentation and an excerpt from the original email. A full copy of the email is also enclosed for your review.

  Business Response

  Date: 04/10/2025

  See attached response.First Bank & Trust of Brookings, South Dakota (“the Bank”) is responding to the BBB rebuttal received on 4/1/2025 in which you indicated that you have rejected our previous response and are seeking a refund based on your belief that the original terms of your Mercury Mastercard®—as well as subsequent changes—were not properly communicated to you.
  As previously stated, we have provided a detailed explanation of the fees in question, including the relevant dates and methods of notification.
  While we regret that you do not accept this explanation, we have thoroughly reviewed the matter and are confident that all appropriate information, documentation, and resolutions have been provided. No further adjustments will be made.
  If you have additional questions or require further assistance, our customer service team is available 24/7 at ************, option 1.

  Customer Answer

  Date: 04/17/2025

  
  Complaint: ********
  
  I am rejecting this response because this is a violation of state and federal laws. You will issue a refund and fees. I will set up against the wrongs that you and other credit card issues have done to customers for long periods of time. This is an act of gross theft. You have never communicated any information about fee. I will certainly stop using your card. I will ensure that you return all fees and assessed:

  You all are thieves and you will be fined by the federal government 
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:03/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history.

  Business Response

  Date: 03/21/2025

  March 21, 2025
  
  
  ******* ****** ***** ***** ***** ******
  Jamaica, NY 11433
  
  Re: BBB Case ******** and ********
  
  Dear ******* ****** *****,
  
  First Bank & Trust of Brookings, South Dakota (“the Bank”), received your correspondence
  from the BBB, dated 3/13/2025 and 3/18/2025, regarding inaccurate credit reporting from your
  former Mercury Mastercard®.
  
  Our records confirm the following information:
  
  • The original creditor was First Bank & Trust, Brookings SD/Mercury.
  • Account opened 6/6/2020.
  • Copy of your original electronic application enclosed.
  • Last payment received was $60.79 on 5/2/2022.
  • Copies of your last three Mercury monthly billing statements are enclosed prior to
  default. Additional months are available upon request.
  
  This is a validation of the debt.
  
  Due to non-payment, your Mercury account charged off on 12/28/2022 and was then sold to
  Resurgent Capital Services LP on 1/18/2023. A copy of that sale notification is enclosed and
  their contact information is provided here for your records:
  
  Resurgent Acquisitions LLC
  ** ******* ****** ***** ***
  Greenville, SC 29601
  ************** *********************************
  A review of your account determined it is reporting accurately, and we have enclosed a copy of
  our report for your records. In accordance with the Fair Credit Reporting Act, the information we
  report to the Credit Reporting Agencies is required to be complete and accurate. Therefore, we
  are unable to modify or delete your credit file.
  
  We direct you to Resurgent Capital Services LP at ************** for further information as
  Mercury is a former creditor (not debt collector) and no longer owns this account.
  
  
  Sincerely,
  
  
  
  ******* *******, Director of Compliance
  
  
  Enclosures
  
  CC: The Better Business Bureau
  300 N 44th St., # 100
  Lincoln, NE 68503
  

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account with Mercury Cards in October 2021. After someone stole my card information from my wallet, I reported all of my cards, including my Mercury card, as potentially compromised and requested a new card number. However, instead of marking the card as lost or stolen, Mercury simply issued a new card number. Unfortunately, no action was taken to cancel any pending payments made through the old account, which remained linked to my debit card(cancelled for fraud). During this period, I had no access to the old account, including its transactions—my profile was essentially reset with the new account info. Despite receiving notifications that my payments weren’t going through, payments were still being made on my behalf to the new account. I contacted Mercury, and was told the issue was handled, but months later, my account was closed with an outstanding balance. This caused significant damage to my credit score. I’ve continued to make payments on the balance, but have requested assistance—such as a lower interest rate or a payment plan—without success. I've encountered disrespectful customer service and poor communication between departments. One representative even told me that it was my responsibility to contact the fraud department, despite my belief that I was being transferred there. The lack of coordination between departments and constant transfers has been incredibly frustrating. After more than a year of dealing with this, I’m seeking a resolution, as my attempts to resolve this issue with Mercury have been unsuccessful.

  Business Response

  Date: 03/06/2025

  See attached response.First Bank & Trust of Brookings, South Dakota (“the Bank”), received your correspondence from the BBB, dated 02/10/2024, addressing a number of issues regarding your Mercury Mastercard® account. You have also requested a settlement offer due to the experience you encountered in the handling of your account. We are pleased to advise that the “Closed by Grantor” status has been removed from your credit report as of 03/05/2025. Please allow up to 30 days for the credit bureaus to update their records. We sincerely apologize for the time this took to resolve and that it was not escalated sooner. After reviewing the calls and the credit bureau disputes you submitted, we acknowledge that there was some confusion regarding the nature of the issue. Specifically, our agents did not fully understand that when you referenced fraud, you were referring to the fraud-related closure of your bank account, not your Mercury Mastercard®. This misunderstanding, coupled with the submission of identity theft and fraud disputes to the credit bureau that were unrelated to this Mercury account, resulted in delays and miscommunication. To offer some clarification, after someone stole your wallet, you properly reported your Mercury card as compromised and were issued a replacement card. However, during this transition, your old Mercury account still processed the future dated payments that had not been canceled. Since your linked checking account had also been closed due to your wallet being stolen, the future dated payments continued to be processed from the closed account leading to returned payments. When the three $17.43 payments that had not been canceled were returned by your bank (final payment returns dated 09/18/2023, 10/17/2023, and 11/16/2023), notifications were sent regarding these failed transactions. While we acknowledge that you also made successful payments during this period, the system automatically flagged the account for closure due to three consecutive returned payments. Unfortunately, despite the successful payments made on

  Customer Answer

  Date: 03/12/2025

  Dear Better Business Bureau,
  I am writing to provide an update on my ongoing issues with Mercury Card Services (First Bank and Trust) and to offer more details following their response to my complaint.
  For the past two years, I have been caught in an endless loop of miscommunication and unresolved issues. While I appreciate that my account was finally reopened, this resolution feels insufficient given the severe impact this situation has had on my credit and financial well-being.
  As I mentioned in my initial complaint, I was unfairly flagged in the system due to what I believe to be Mercury Card Services' internal error. This mistake led to the closure of my account and the damaging report to the credit bureaus, which significantly affected my credit score. Despite my repeated attempts to resolve the issue, I was constantly given the runaround, and no one at Mercury Card Services took responsibility for the mistake or offered a satisfactory resolution.
  Today, I contacted Mercury Card Services once again to discuss a potential "Hardship" program, as I had been previously denied a payoff settlement. When I spoke to a representative named Roselynn, she indicated that the hardship program I had been enrolled in had ended in December 2023 and that I was not eligible for any further assistance at this time. When I requested the name of the supervisor she had spoken with, Roselynn informed me that she could not provide that information. When I asked why, her response was simply that I was speaking to her and not the supervisor. This lack of transparency is unacceptable.
  Moreover, I was transferred to the wrong department again, and despite my efforts to escalate the issue, I was unable to speak to anyone who could address my concerns. This continued lack of support and refusal to provide clear answers is causing significant frustration and exacerbating an already challenging situation.
  In September/October, after receiving the first notification that my payment had been returned, I contacted Mercury Card Services for clarification. After being on hold for nearly an hour, I spoke with an agent who informed me that the payment had been returned because it was linked to my old account, which I, Gene Hildebrandt, no longer had access to. The agent advised me that the remaining scheduled payments tied to the old account would continue to be returned, and I was instructed to make payments on my new account instead.
  It is deeply troubling that I was given this information by a Mercury Card Services employee, as it directly contributed to the closure of my account and the negative impact on my credit. This advice was both incorrect and irresponsible, and it has caused significant damage to my financial situation.I am asking the BBB to intervene and ensure that Mercury Card Services (First Bank and Trust) takes full responsibility for their actions, provides a formal resolution to the errors that have impacted my credit, and offers a fair and transparent solution moving forward.
  Thank you for your attention to this matter. I look forward to your assistance in resolving this ongoing issue.
  

  Business Response

  Date: 03/17/2025

  See attached response.First Bank & Trust of Brookings, South Dakota (“the Bank”), received your rebuttal from the BBB, dated 3/7/2025, regarding your Mercury Mastercard® account.
  Per your request, we have now closed your account as of 3/14/2025. Please allow up to 30 days for the Credit Reporting Agencies to update their records to reflect this latest change. We acknowledge the challenges you faced and regret any hardship this may have caused. Please know that our intention was solely to correct the reporting back to the time prior to your wallet being compromised and your account was open.
  As previously stated, we have corrected all credit reporting history directly related to the fraud-related issues, including removing the "Closed by Grantor" status and any late payment history tied to your fraud claim. However, in accordance with the Fair Credit Reporting Act (FCRA), we are required to report all other account activity accurately, and therefore, any prior history unrelated to the fraud matter remains unchanged. Credit reporting agencies consider various factors when determining a credit score. We recommend you to contact these agencies to determine how this will be considered in determining your credit score.
  If you have any other concerns, you can contact us any time at * ************, Option 1.

• Initial Complaint

  Date:12/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with FB&T/ Mercury. I do not have a contract with ********* ******* ******** they did not provide me with the original contract as requested.

  Business Response

  Date: 12/20/2024

  See attached responseFirst Bank & Trust of Brookings, South Dakota (“the Bank”), is in receipt of correspondence we 
  received from the BBB, dated 12/12/2024, advising you are not liable for your Mercury 
  Mastercard® debt. Also, you stated Resurgent did not provide a copy of original contract as 
  requested and you want tradeline deleted.
  Our records confirm the following information:
  • The creditor for your account was First Bank & Trust, Brookings SD/Mercury. 
  • Account opened 9/13/2020.
  • Copy of the electronic application is enclosed.
  • Copies of the last 3 statements are enclosed. Additional statements are available upon 
  request.
  This is a validation of the debt.
  Due to non-payment your account charged off on 1/27/2023 and was sold to Resurgent Capital 
  Services L

  Customer Answer

  Date: 12/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: First Bank & Trust never contacted myself about selling of said debt owed. Further more documentation submitted by First Bank & Trust submitted as proof of sale and owed debt say nothing about the debt owed or selling of said debt owed. I request the Bbb take a look at documentation. 
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:09/25/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently discovered this company listed on my credit reports with transunion.I file a police report, theft affidavit, and FTC identity theft report in which all have been forwarded to this company..As I have stated to this company and in my theft documents I DID NOT OPEN THIS ACCOUNT! If this account First bank and trust Mercury card is not remove from my file promptly, I will be force to take legal recourse for violation of the Fair Credit Reporting Act, Fair debt collection practices act, negligent enablement of identity fraud, and defamation..I have tried to resolve this matter amicably..So far nothing has been done..I have supplied all necessary documents to prove my case..This account first bank and trust mercury needs to be remove with all haste from my credit reports!!y

  Customer Answer

  Date: 10/07/2024

  The matter have been resolved by the company,  account has been removed from my credit file..no further action is needed..Thank you so much for your assistance 

• Initial Complaint

  Date:09/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This card services is continuously charges me $20 a month. I closed this account a couple months ago. Account Ending **** New Balance $768.86 Minimum Payment Due $27.94 Payment Due Date 09/12/24

  Business Response

  Date: 09/19/2024

  September 19, 2024
  
  ****** ****** **** *********** **
  Columbia, SC 29204
  
  Re: Case # ********
  
  Dear ****** *******
  
  First Bank & Trust of Brookings, South Dakota (“the Bank”), is in receipt of correspondence we
  received from the BBB, dated 9/9/2024, questioning an ongoing $20.00 fee assessed each month.
  
  We have reviewed your monthly billing statements and did not locate a $20.00 fee being billed
  monthly. You provided a copy of your August 2024 monthly billing statement and we do
  acknowledge you were charged $20.46 in interest. This was assessed because you did not pay
  your previous balance in full. We are also providing a copy of your September monthly billing
  statement for your records.
  
  Our records reflect we have previously provided a breakdown of your account activity, your
  Cardmember Agreement and Terms and Conditions in our response to your previous BBB
  complaint received in June 2024. We explained:
  
  Cash advance fees will be assessed when a cash advance is applied to the account, and late fees
  are assessed if at least a minimum payment isn’t received by the due date. Interest is applied to
  the balance if the full statement balance is not paid in full by the due date. We are enclosing a
  copy of the Cardmember Agreement and the Terms and Conditions disclosures that were
  provided to you when the account was opened. These disclosures provide information on
  payments, fees, and how interest is calculated and applied.
  
  If you have other questions, you can contact us any time at * ***** ********* ****** *.
  
  Sincerely,
  
  ******** ********* ***
  
  Enclosures
  
  CC: The Better Business Bureau
  *** * **** **** * ***
  Lincoln, NE 68503
  
  This card is issued by First Bank & Trust, Brookings, SD pursuant to a license by Mastercard
  International Incorporated or Visa USA Incorporated; and managed by Mercury Financial. All
  trademarks are the property of their respective owners.
  

  Customer Answer

  Date: 09/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had this credit card for a couple of years, we used and paid off all balances. We only had a balance of under $500. Next thing I get a balance of over $5,170.42. Got email on April 30, 2024 saying mobile app set up on card. I called cc company to report it not being me. Someone else's phone number was linked to my account. From May 2, 2024 to May 23, 2024 all these charges were on my account from Florida. I did not do these charges. I live in Delaware and did not go to Florida to do these transactions. I have reported this to State police and FBI website. Credit card company says I did not report card lost or stolen, no it never left my person. We used card at gas station in Delaware that must have had a scamming device. We just got done paying the card off, my wife goes on Medicare and we are financially strapped, we knew that we couldn't afford any cc payments any anymore. Now they want us to pay for something we didn't do. I just can't do this. I have fair credit, now I am going to get bad credit. I am 72 and don't need this. Can you please help. Honestly I don't know what to do.

  Customer Answer

  Date: 09/17/2024

  The fraud department called and asked more questions. They said they would look at my claims more closely, and try to resolve this matter. They said they will call back. This was on September 12, 2024. 

• Initial Complaint

  Date:08/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern, I filed a chapter 7 on September 14, 2022 the organization was paid off on Sept 08. 2022 in the amount of $350 the representative stated the account would remain open, but the organization falsely stated on credit reports that they were included and that was FRAUD. This organization has defamated my character and credit reports to all Bureaus. I have phoned multiple times speaking to collections representative as well as supervisors that a letter of paid in full would be sent within 5 business days but that never happened. I had to send in documentation from tge organization themselves and documentation from Chapter 7 stating account paid off and organization not filed in bankruptcy chapter 7. This false information was being rejected in disputes multiple times from the Bureaus. I finally got someone to look over proof, and company removed off chapter 7, but dishonesty is still being repirted from organization on myself closing account in which they took upon themselves to do. I would like all late payments removed on section USC 16871b in which this is a violation of law. I would like compensation of my time and character defamation in which, Im asking for $1000.00. I will send all documentation on this matter very shortly upon completing complaint

  Business Response

  Date: 09/11/2024

  See attached response.

  First Bank & Trust of Brookings, South Dakota (“the Bank”), is in receipt of correspondence from the BBB, dated 8/26/2024 requesting compensation of your time and character defamation regarding the reporting of your Mercury Mastercard®. We were unable to locate calls where our agent advised your account would remain open. When we confirm that a customer has filed bankruptcy, that account is closed so no further charges can be made. The account was reported as part of the bankruptcy because the payment you made to pay off the account could have been required to be returned to the court. As you noted, because the payment was not removed and the balance remained $0, we updated the reporting on your account as closed and paid in full rather than being included in a bankruptcy. A review of your account determined it is reporting accurately. In accordance with the Fair Credit Reporting Act (FCRA), the information we report to the Credit Reporting Agencies is required to be complete and accurate. Therefore, we are unable to update your credit file. A copy of our credit reporting is enclosed for your records. We regret you were dissatisfied with the reporting; however, we did not determine a bank error occurred and therefore offer no compensation. If you have other questions, you can contact us any time at 1 ***** ********* ****** *

  Business Response

  Date: 09/19/2024

  See attached responseFirst Bank & Trust of Brookings, South Dakota (“the Bank”), received your rebuttal from the BBB, dated 9/12/2024, regarding the reporting of your Mercury Mastercard®. While you made a balance in full payment, the payment was received less than 90 days prior to the Bankruptcy; the court could have requested the money be returned to them. In this situation, the account was closed due to Bankruptcy. Due to the fact the money was left on the account, we were able to update your bureau and remove the Bankruptcy status as the court did not request the payment to be returned. A correction was submitted to the Credit Reporting Agencies which can take up to 30 days for the agencies to update their files. We regret you were dissatisfied with the reporting; however, we confirm no bank error occurred. If you have other questions, you can contact us any time at 1 ***** ********* ****** *

  Customer Answer

  Date: 09/20/2024

  No this complaint hasn't been to court

• Initial Complaint

  Date:08/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** sold my Premier World MasterCard account to First Bank & Trust (FB&T) in 2022. Over the span of 11 years the **** account earned/accrued 1,584,055 reward points. FB&T moved the acquired account to their PFCP Reward Card platform and converted all the points to $15,840.55 in redeemable cash rewards. Despite numerous calls it took PFCP nearly a year to link the online card account I created to their rewards redemption portal. PFCP's online account shows my old **** statements from 2021 & 2022, but no statements exist under PFCP for over two years. PFCP still has my email, phone and home address information correct in my online profile and I received two generic emails from them in 2022 and 2023 - nothing since. Thus, emails were received initially and do not go to junk/spam. On June 4, 2024, I logged into my account and discovered that all $15,840.55 of my rewards were arbitrarily eliminated on January 22, 2024. The rewards were subsequently reinstated on February 15, 2024 and then eliminated again and the account closed on April 2nd, 2024. I received no written, email or verbal notice of anything. I placed calls PFCP and a supervisor named ******** informed me that the account was closed due to inactivity. She stated they mailed a letter of notification but none was received. All my contact information has remained the same since 2016. She said she'd mail a copy of the letter but nothing was sent. PFCP's terms of service state nothing about any card utilization requirements to avoid account closure. Next, I contacted FB&T and a customer service rep named Derrick said he would email their National Products Team about the issue. To date I've still received zero communication from anyone at PFCP or FB&T. My attorney sent a letter to FB&T's legal department on July 12th, 2024, requesting the points be reinstated. To date no response has been received and the funds have evaporated. FB&T pocketed $15,840.55 without notice and harmed my credit rating.

  Business Response

  Date: 09/10/2024

  Good morning BBB,

  Please see the attached response sent to *** ******* attorney. Due to *** ***** retaining council, all communication will be done through their attorney. Because of this, I did not upload the response to the BBB portal through the normal means as it would then go to *** *****. May I please request the BBB close this case as we continue to work with *** ******* attorney.

  Thank you!First Bank & Trust of Brookings, SD (“the Bank”) is in receipt of *** *****’s correspondence to the Better Business Bureau (BBB) on August 19, 2024, as well as your correspondence dated July 12, 2024, regarding the cash rewards on *** *****’s Premier Finance Card Program™ (PF|CP) credit card account. A copy of this response has been provided to the BBB. The account has been updated to reflect your representation and to cease communication with the customer. Our records indicate that the account was opened with **** on December 13, 2011. The last payment of $169.00 was received by **** on April 4, 2022, which brought the account to a zero balance. On September 17, 2022, PF|CP assumed ownership of *** *****’s **** account. Correspondence from both **** and PF|CP was sent to advise *** ***** of this and was mailed to the address on file prior to conversion. As the account converted with a zero balance and was never used for purchases, no statements were issued by PF|CP. On October 25, 2022, *** ***** spoke to a representative regarding their online access. The representative assisted *** ***** with regaining access and the account was enrolled in paperless statements on the same date. After the representative helped *** ***** with online access, they transferred them to further discuss their questions about rewards points. On January 23, 2024, the account was closed due to inactivity, which resulted in the forfeiture of points. We confirmed that the enclosed closure notice was mailed to *** *****’s address on file on February 2, 2024. We have no record of returned mail from the post office. As outlined in Section 7 of the enclosed cardmember agreement, “At any time, for any reason, we may take any of these actions, subject to applicable law: Close your account, Suspend your access to new credit, Reduce your credit limit, and/or Not renew your card. We also reserve the right to close your account based upon how you manage your account, or for our business needs. Once your Account is closed, by you or us, please destroy all card(s) and any unused checks. You

  Customer Answer

  Date: 09/13/2024

  
  Complaint: ********
  
  I am rejecting this response because the bank's response cuts off at the end and is incomplete. I have no idea how it ends.  I believe your submission form limits the amount of characters and it merely closes with the word "You". My attorney has not received any response from the bank to date.
  
  Sincerely,
  
  ******* *****