ComplaintsforFirst Financial Bank

• Initial Complaint

  05/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I’m liable for this debt with FIRST FINANCIAL BANK N. have no contract with this collection agency they did not provide the original contract as requested.

  Business response

  05/14/2024

  ******* ******** is not currently, nor has ever been a customer of First Financial Bank. It is likely that Mr. ******** could be referencing First Financial Bank in Indiana, which is in no way associated with First Financial Bank in Texas. 

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I tried to deposit $250 on 1/24/24, but the atm froze & took my money. I called 3256277200 immediately & explained what happened & that I was trying to make the deposit to avoid my account being overdraft by payments scheduled to be paid automatically. The girl I spoke with then told me she made a note on my account & I could go through the line and get the $250 back bc I had $700 in overdraft protection & as long as the payments set to auto draft didn’t exceed the $700 they would be paid as scheduled. She told me this would make my account say overdraft, but not to worry bc once the dispute was resolved the $250 would be put back in my account & the OD fees that resulted would also be waived. She said it could take up to 10 business days & to check my email for updates. I received nothing after the initial dispute I e signed on 1/25 & was concerned with all the $35 fees listed, So, I went in person for update on 1/31, then I messaged customer service in their app on 2/2 but no one could give me an progress report. So, I called today (2/5) bc it had been 10 business days, & I was finally able to get the $250 put into my account. When I asked about removing the OD fees, I was told I would only be refunded for the initial one when I got the $250 but I was responsible for the 11 others that resulted from it totaling $385. I knew nothing about withdrawing money from the $700 OD protection until advised to do so & would’ve just waited for the investigation to be be complete to get my money returned if I knew I’d have $385 taken bc of their malfunctioning equipment & conflicting instructions. As soon as I was told today that it was an issue & I would be responsible for the fees, I deposited $380 while on the phone to bring my account out of the negative. I apologize for my part in the misunderstanding but I would have just transferred money from the start & waited the 10 days if i was told to. I asked if I could explain the situation to her boss but was told I could not.

  Business response

  02/09/2024

  *** ****** called the bank on January 24, 2024, and reported an issue with an ATM deposit. *** ****** stated she deposited $270.00 in cash into the ATM and received an error message. The ATM returned $20.00 and kept $250.00. During the call the bank representative assisted the customer with the ATM dispute for $250.00 and advised *** ****** of her available Overdraft Privilege. The representative informed the customer it could take up to 10 business days to receive credit for the ATM deposit, and also stated any fee received as a result of the error would be refunded. The customer incurred overdraft fees totaling $385.00 between January 24, 2024, and February 2, 2024. The bank provided provisional credit of $250.00 on February 5, 2024, and refunded one $35.00 overdraft fee the same day. The remaining $350.00 was refunded to the customer on February 8, 2024.

  Customer response

  02/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21251910, and find that this resolution is satisfactory to me. I appreciate their understanding & refunding the fees. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Lender credit for $2,645.76 on my closing worksheet discussed and agreed with loan officer ****** ******* out the branch in Forth Worth, has disappeared. I received my closing worksheet the same day I e-signed it was the only reason why I chose to go with First Financial bank. Obviously my numbers changed because insurance, taxes and mainly my realtor was able to get an $8,000 credit from seller, all that had nothing to do with bank fees. Lender keeps saying she made mistakes that changed the cash to closing to bring down about $600. a mistakes that she failed to mentioned to me nevertheless she never mentioned removing the lender credit before sending documents to me for e-signature and then pressuring me to get signed same day according to her to lock-in the interest rate. I have emails with worksheet she provided 10/3/2023 telling me she could match and text message 10/3/2023 saying to e-signed that same day by a certain time 5:45PM minutes after loan discloser documents was sent to me.

  Business response

  10/24/2023

  "We investigated this complaint and found the following:

  The Closing Costs Worksheet provided to *** ***** did list a Lender Credit in the amount of $2,645.76 in error. However, the worksheet also contained the disclaimer required by 1026.19(e)(2)(ii) “Your actual rate, payment and costs could be higher. Get an official Loan Estimate before choosing a loan.”  The Loan Estimate issued to *** ***** on October 3, 2023 is the binding document for establishing tolerance under the Truth in Lending Act and Real Estate Settlement Procedures Act Integrated Disclosures rule. The Loan Estimate was prepared with the best information reasonably available and did not disclose a Lender Credit."

• Initial Complaint

  08/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In NOV 2019, my account with FFB was closed due to an overdraft I did not pay within the required 60 days. In Feb 2020, I called and paid the overdraft account in full. The bank then allowed me to reinstate/reopen my account, even using the same account number. The bank reported my account to the credit bureaus, however, as "Paid, Closed. $518 written off." (per Equifax) The account was PAID in full, and therefore not WRITTEN OFF. The account is also not CLOSED, as it is the account I am currently using. When I called to discuss/dispute this with the bank after realizing its impact on my credit score, they indicated that their reporting method was valid and sent a letter stating: "account was paid in full but will remain on your credit report for seven years from the date of the first delinquency." Subsequently, however, the account was then reported to the credit bureaus as a LATE PAYMENT for 2 consecutive months (JULY & AUG 2022) before being updated to CLOSED. This restarted the clock on a debt that, up until that point, was nearly 2 years old, as the initial CHARGE OFF was Jan 2020. This account is showing on my credit report twice - the one I'm currently using, I assume, shows as "OPEN/NEVER LATE"; the other shows as "PAID, CLOSED. $518 WRITTEN OFF" and shows to be negatively affecting my credit. (both accounts show an ACCOUNT OPENED date of NOV 2012) I called recently to speak with the bank. They indicated that they reported the debt as a charge off, not a write-off. My credit report does not reflect this verbiage and I am not even 100% sure of the difference (I am working on my financial literacy -_-), only that they both carry a negative connotation, as well as a negative impact on my credit report. Can this debt be valid as a charge-off (which is what the bank is stating) or as a write-off (what is being reported on Equifax) even after the debt was PAID IN FULL and the account (same account number) is currently active and in-use?

  Business response

  09/01/2023

  "We investigated this complaint and found the following:
  
   ******** ********** called and talked with a representative from our Collection Department on August 29, 2023. She inquired about a charged off account reported on her credit report.  The account was charged off on November 8, 2019 and subsequently reported to the Consumer Reporting Agencies. On February 27, 2020 *** ********** paid the charged off balance and reopened the account. The account was subsequently reported to the consumer reporting agencies as a charge off in paid status.
  
   *** ************ complaint stated we reported the account as a “write-off”. Our records indicate the account was only reported as a charge off. Presumably the terminology “write off” is being used interchangeable with “charge off” from whatever source *** ********** obtained the copy of her credit report.
  
   During our investigation, we found that the tradeline was duplicated on the consumer Credit Bureau Report as *** ************ complaint stated. Since the balance had been paid in full, the bank elected to delete the tradeline from the consumer’s credit report on August 29, 2023. It can take up to 30 days to be removed from the credit report. We will monitor the *** ************ credit report to ensure both tradelines are removed."

  Customer response

  09/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20539202, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  07/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used my bill pay option to send membership dues to AACN and the address I have used in the past and to which the bill was to be paid was in my bill pay profile: AACN in Aliso Viejo, California. I paid this bill on 5/23/23 and recently received an email saying they had not received the payment. I looked in my bank statements and saw that it did not go to California but to an address in Chicago (local AACN chapter). I called the bank and asked how they could send my money to a different place than what I had listed in my bill pay profile. I was not given an answer but transferred to three different people who were unable to answer my questions an help correct the problem. I was told that I would need to contact the bill pay service “I PAY” to get resolution. I’m not able to continue sitting on hold with people who cannot answer the questions or solve the problem. The bank cannot arbitrarily decided where to send my money.

  Business response

  08/03/2023

  "******** ****** called in to our Customer Care Center on July 17, 2023 inquiring about a transaction she originated though bill pay in online banking. Ms. ****** stated she had received notice from the AACN that her membership was canceled since they had not received payment. Ms. ****** used the bill pay option through online banking for this payee for many years and has never had problems in the past. After looking at the bank statements she found the transaction was processed differently than in previous years and the payee that appeared was “AACN NORTHWEST CHICAGO AREA CHAPTER” when she intended the payment to go to an address in Aliso Viejo, California.
  
   
  
  We investigated this complaint. In 2022 the same payment was made through bill pay and the payment was sent via check to American Association of Critical Care Nurses. When the bill payment was made in 2023 the bank’s third-party bill payment provider, iPay, transmitted the payment via a single use virtual prepaid card instead of mailing a check. We opened a ticket with iPay on July 28, 2023 and are working to resolve the issue. In addition, we are trying to get in contact with Ms. ******. We called the customer several times and left a voicemail.
  
   
  
  ****** ***** CRCM CERP
  
  Director of Compliance Assurance SVP
  
  First Financial Bank, N.A."

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I opened an account with FFIN several years ago and have never had any issue banking with them, until recently. I made the move to DFW and ultimately opened another banking account because FFIN had no locations near me. Last month, May 2022, I receive a notice that my credit score has dropped almost 40 points due to my account being charged off. Every time I checked my personal account with FFIN, there was never any issue. Until I receive a phone call stating I needed to pay $154 due to my account charging off. I 1. Never received any type of notice about my account being negative/or in jeopardy of charging off. FFIN has my correct phone number on file, yet they had my old address. I have gone to the FFIN location in Grapevine and Southlake and told them about my updated address, yet they are giving that as an excuse as to why they can't do anything about my charged off account. I never had any issues with that account, and feel like I was hit with a 40 point decrease to my credit, without even having the opportunity to settle the dispute. I have spoken with an agent, no resolve and was very rude stating they can't reach out to all of their customers who have negative balances. Yet, they called me AFTER the account charged off. There is no way I can take care of something that I have NO knowledge of. I have spoken with the Manager, ********, and she has provided no assistance as well. I am taking this all the way up the chain, because this is extremely unfair. I settled the balance in full, without hesitation, when I was contacted by phone, which was my first time hearing about the issue. I want my credit fixed and I will tell every one I can about my experience and take this all the way up the ladder.

  Business response

  07/01/2022

  Business Response /* (1000, 5, 2022/07/01) */ In review of this complaint, it is noted that Mr. ******'s account of the handling of his checking account is accurate. We submitted and updated to the credit bureaus to remove the charge off from his history, on June 30, 2022. Please note the bureaus have up to 30 days to updated their records.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I closed my account with First Financial Bank on 9/25/21 at the college park Weatherford location. I signed paperwork and withdrew my balance. The bank associate told me that my account is now closed and that any transaction that comes in will be returned with notification that the account is closed. There is no reason for me to believe that my account wasn't closed. Two days later a recurring payment transaction hit my "closed" account and the bank paid it and sent me notice. Since then other recurring transactions have hit the account that I forgot to update with new account information and I'm now receiving a response that they are being returned and I'm getting hit with returned payment fees. I call customer service and ask why this is happening when I was told my account was closed the day I closed it. They said it wasn't closed because a transaction was pending. I was never notified that it wasn't closed. In fact I was told the exact opposite. If there were pending transactions then the account shouldn't have been closed. I shouldn't have been told it was closed. This is not right. They now say they refuse to close my account until I have paid the overdrawn amount on the account. Again this makes no sense. I closed it once and signed a paper agreeing to close. How is this bank doing business? I demand I not be held liable for the error your associate made when closing the account. Not disclosing that there were pending transactions and advising incorrectly that it was closed. Advising incorrectly that transactions that tried to hit would be returned with notice that the account was closed. I demand these fees and charges be written off and my account closed as indicated on 09/25.

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/12/22) */ We have refunded all fees associated with the improper closure of Ms. ******'s account and have counseled our employee in this regard. Inasmuch as we paid AT&T their billing in the amount of $125.34, Ms. ****** owes the bank these funds as that amount was previously approved for payment. While we agree had the account been closed correctly, the AT&T debit would have rejected, and not been paid, but since we subsequently paid the bill, she justly owes us the funds. We have called Ms. ****** on several occasions to discuss this matter and explain all fees were refunded, and to advise of the balance owed, however, she refuses to return our calls.

*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. ↩