ComplaintsforFirst National Bank Texas

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Initial Complaint
07/01/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Was approached by a teller in ******* on 6-28-2024 , I only decided to reopen an account here at the branch at ****************************** I was deceived and told all prior fees would be waived. Lie #1 , on Friday June 28 I deposited a check and saw $114.45 was deducted for an old waived fee. Lie 2 your check will post immediately, no I was only allowed $300 of which $100 I took out then and there. Leaving a pending $400 for 3 business days. The next day I look and my account is negative $295 approximately. How, the math simply doesnt Add up. It seems fraud runs rampant in this institution! Look at the screenshot, how in the real world does that equal Negative $295 and change?
Business response
07/11/2024
July 11, 2024

To Whom It May ******************* response to ******************************** BBB Case # ******** is attached.

Regards,
First National Bank Texas/First Convenience Bank
Customer response
07/11/2024
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
06/21/2024
Complaint Type:
Billing Issues
Status:
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.
I filed fraud on my bank account as soon as I noticed it from a random company I have never even heard of. I immediately notified my bank as soon as I found it I had an open chat message thread about the fraud as directed by my mobile app. I waited for over a month to hear something from them and have reached out to them several times where they just keep closing my messages. I even recently got a letter saying that they needed to discuss the fraud with me but yet I never even received a phone call. I also waited the 10 to 14 days for a temporary credit which I never received, then on top of that trying to call them is a nightmare because several times I have tried to call waited over two and a half hours on hold just that either be hung up on or have to start completely over. I finally reached someone today after over a month and a half almost two months of waiting Just for them to tell me that they credited two of the charges but not the other two which doesn't make any sense and then when I asked for the verification that they supposedly had to deny my claim, the gentleman told me he couldn't provide that. So I don't understand how something can clearly be fraud when I report it and receive half the credits back but ironically not the other credits WHEN ITS FRAUD! IVE NEVER USED MY CARD IN ALL THE **** I HAD IT AT THAT COMPANY!
Business response
07/01/2024
July 1, 2024

To Whom It May ******************* response to ****************************** BBB Case # ******** is attached.

Regards,
First National Bank Texas/First Convenience Bank
Customer response
07/01/2024
Complaint: 21881087

I am rejecting this response because:

I never answered any sweepstakes raffle and it sounds to me like the bank wasn't able to protect my personal information. Furthermore I never received any letter from y'all which is why I kept reaching out despite waiting on hold several different times for over two and a half up to 6 hours at a time, and the phone number you stated in your letter is not the phone number on file which is why it was saying it was disconnected. The merchant didn't give it back as a courtesy The merchant gave it back because I didn't authorize those transactions and I want the proof where I agreed to terms and conditions and I want the proof to show where I signed up for anything because I didn't and that's the problem. Anyone can tell you I signed up for something and just automatically authorize the charges, But where is the proof Because there isn't none, because I didn't sign up for anything. All this bank has done is lie and try to save their own butts, as well as work with the merchants to steal my money.
Regards,

*****************************
Business response
07/11/2024
July 11, 2024

To Whom It May ******************* response to ****************************** BBB Case # ******** rejection is attached.

Regards,
First National Bank Texas/First Convenience Bank
Customer response
07/12/2024
Complaint: 21881087

I am rejecting this response because:

You still have no provided any physical proof that I enrolled in whatever this program is and I NEVER Received anything in the mail or it got delivered to the wrong house. There is no proof that I enrolled in any of this authorized any of these charges or anything BECAUSE I DIDN'T and ur right at this point I consider the matter closed too because y'all stole my money and refused to handle this in the proper manner so Im closing my account and have already let everyone I know to never do business with y'all because you are thieves!
Regards,

*****************************
Initial Complaint
06/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
H37313735343631**36H Convenience Spanish No quiere pagar las transaciones por una tarjeta que me sacaron sin me consentimiento y yo tengo todas las transaciones que hicieron nomas quieiero pagarme 4 meses. Me astubieron sacando dinero por un *** y medio mas.English He doesn&#**;t want to pay for the transactions for a card that they took from me without my consent and I have all the transactions that they made. I just want to pay me for 4 months. They tricked me by taking money for another year and a half.
Business response
06/27/2024
June 27, 2024

To Whom It May ******************* response to ********************************** BBB Case # ******** is attached.

Regards,
First National Bank Texas/First Convenience Bank
Customer response
06/28/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is unsatisfactory. I was never contacted by someone directly anytime I tried to contact them I would get the run around in being transferred from representative to representative. The department confirmed that the debit card transactions were not authorized by me. The person was never an account holder on my account, and I was the only owner on the account. I never gave authorization to the person who completed these transactions. I was never given any form or anything to address this issue.

Regards,

*********************************
Initial Complaint
06/13/2024
Complaint Type:
Customer Service Issues
Status:
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.
I HAVE BEEN TRYING TO GET MY DEBIT CARD REPLACED, BECAUSE IT STOPPED WORKING FOR SOME REASON. HOWEVER, THE **** WON'T HELP, BECAUSE THEY HAVE AN OLD PHONE NUMBER OF MINE ON RECORD. I AM SENIOR PERSON AND MY SOCIAL SECURITY IS LOCKED IN THEIR ACCOUNTDUE TO THEM NOT BEING ABLE TO SEND ME A VERIFICATION CODE BY TEXT.i HAVE BEEN WITHOUT MY MONEY SINCE JUNE 01, 2024 AND I HAVE TRIED CALLING THE **** ALONG WITH MY GRANDSON AND DAUGHTER AND THEY AERE NOT WILLING TO ASSIST. I HAVE SOME MEMORY LOSS, SO I NEED THEIR ASSIST WHEN CONDUCTING BUSINESS.I NO LONGER LIVE IN TEXAS AND HAVE NOT BEEN SINCE WE WERE FLOODED OUT IN HURRICANE ****** 08/2017. I CURRENTLY RESIDE IN ***********I NEED SOMEONE TO HELP ME, I CAN'T GET MY MONEY TO PAY MY RENT OR BUY FOOD.
Business response
06/21/2024
June 21, 2024

To Whom It May ******************* response to ******************************** BBB Case # ********* is attached.

Regards,
First National Bank Texas/First Convenience Bank
Initial Complaint
06/10/2024
Complaint Type:
Billing Issues
Status:
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.
This complaint is in regards to service at the First National Bank location in the ******* in **********************************************. I am writing to complain about this bank's excessive and unreasonable fees. On April 22, 2024, I was charged with a $35 account inactivity fee. I was very surprised by this fee because nobody had explained this when I opened the account the previous year. In addition, I was not given any written notification of said fee. After noticing this fee in my account, I went to the bank to explain why it was unfair and to ask them to reverse the fee. The clerk agreed that the fee was excessive, but said the manager was out and would address the matter the following week. I dropped by the following week, but the manager was still out and no action had been taken. That was weeks ago, so I must assume that the bank will take no action in regards to this matter. This was not the first time that this bank charged me an unreasonable fee. In 2023, it had charged me $2 on two occasions, for a total of $4, for mailing me paper statements. Upon opening the account, the clerk had not told me that paper statements cost $2, and I had never agreed to pay $2 for mailed statements.
Business response
06/20/2024
June 20, 2024

To Whom It May ******************* response to ******************************** BBB Case # ******** is attached.

Regards,
First National Bank Texas/First Convenience Bank
Initial Complaint
05/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
FNBT continuously advertises itself as 7-day banking, as noted on their website with a picture below. The headline on their website is "Putting Customers ********************, since 1901". This is a blatant lie to the consumer. I had an incident on May 11th, 2024, involving FNBT/GC Services. I made a purchase at a Dollar General using Apple Pay, which was approved, and then immediately went to eat at a restaurant. When I tried to use Apple Pay, the bank denied it and alerted me that it was "rejected due to issuer". So, I called their *********** number and spoke with Will about my issue. He would say, "You need to step into a branch". Well, ****, I'm trying to pay for my food, so I can't leave. I tried to verify the transaction and let him know it was not fraud, and he would only respond to me with a statement about stepping into a branch. I asked to speak to a supervisor, and his response was "They'll say the same thing", trying to deny me a resolution. Sending me to a branch shows how they just push the problem around on other people. He is customer service and can't help me. I finally got the supervisor ***** on the phone, and she said I need to go into a branch and verify Apple Pay. Mind you, I already ate so I can't leave without paying, and also, my Apple Pay JUST WORKED on another transaction. Why do I need to go to a branch to verify it? No one can answer that question. Instead of offering to 3-way phone call a branch to help me, she just laughs and says there is nothing they can do. I asked to escalate the call to a district manager or someone who could help and she claimed they have "no ability to transfer phone calls". Again, blatant lie. I ask to have ********************************* email, as she's the "Director of customer experience". ***** says she can only email her. She allegedly wrote an email to her. I have yet to hear from her. This company sells 7-day banking, yet they have no one to help you on a Saturday. FRAUD!!! FNBT is not 7 day
Business response
06/03/2024
June 3, 2024

To Whom It May ******************* response to ************************ BBB Case # ******** is attached.

Regards,
First National Bank Texas/First Convenience Bank
Customer response
06/05/2024
Complaint: 21750387

I am rejecting this response because:
They attempted to call me one time, and it wasnt even *******. They had another employee reach out when I specially wanted a call from *******. I called back of course didnt get an answer. I left a voicemail to call me back and they never have. I want to speak on the phone to them. I was also told by ***** when the incident happened that I would get my recorded phone call and never did.

Regards,

***********************
Business response
06/13/2024
June 13, 2024

To Whom It May ******************* response to ************************ BBB Case # ******** rejection is attached.

Regards,
First National Bank Texas/First Convenience Bank
Initial Complaint
04/12/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hope this finds you well. I have this issue lingering very long and I am not pleased with the end result, so I thought I would share.Last February I saw a discrepancy on my account where there was money that went missing.To the sum of $96.64 and $153.69. I was able to receive the $96.64 back but I never received the other amount of money ($153.69 )that went missing. I am aware that once the amount of money stands lower than $100.00 on your account you will be charged a maintenance fee. As I waited for the other monies to be back into my account I realize a monthly maintenance fee came off the following week and there after. Although my account sat at over $200.00 prior .I have called to no avail and I have opened many cases and they have all been closed without rectifying the other amount of money to a sum of $153.69.I did get someones attention at one point and got a measly $36.00 back. Yet not enough to be over the $100.00. So my money keep getting taken out for a maintenance fee.This left me with great financial loss. After I realize that they have failed to rectify my issue so many times , I then had to cancel my account when it was left with nothing but $14. I tried closing my account since January 2024 and my money still kept coming out. It was not until March it was successful. I would like my monies back for the monthly maintenance fee to the sum of $132.00( 11 months at $12) and my $153.69 back that I never got back! I have to share this because I am not satisfied with the service. And I was truly robbed of my hard earn money because of the lack of protection from this bank.
Business response
04/19/2024
April 19, 2024

To Whom It May ******************* response to Warner, ******* BBB Case # ******** is attached.

Regards,
First National Bank Texas/First Convenience Bank
Customer response
04/23/2024
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.

Everything that has been stated indeed matches my information. I have had no success in reaching anyone for help over the phone.Which I have tried many times . Out of pure frustration I had to move along and close my account.I was made aware of that call and reached out on Saturday to return the call and was told there were no notes on file. So the representative was unable to assist.
It appears that I have been sent a check in the amount of $261.69. If so I will gladly take it. And I thank you for **********.
Regards,

********************
Initial Complaint
04/12/2024
Complaint Type:
Billing Issues
Status:
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.
I have had thousands of dollars transferred through cash app. It's my friends helping me out so that I don't starve. I have a six-figure job now. And I'm just getting it through with my friend's help. He sent me money so that I could have water and food. And I won't eat tonight because my card says that my cash app is declined even though I already used it. The only thing it did was minus my bank account. When I have been very careful to make sure my bank account doesn't go into minus.
Business response
04/23/2024
April 23, 2024

To Whom It May ************************* response to ******************************** BBB Case # ******** is attached.

Regards,
First National Bank Texas/First Convenience Bank
Initial Complaint
04/11/2024
Complaint Type:
Product Issues
Status:
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.
The *** says that my bank should have received my refund from my tax return on the 3rd of April as according to the *** the refund has already been sent to my bank. I must file a complaint for quick service of my refund to be credited to my bank as the *** asks for me to contact my bank yet my bank states the refund for my 2023 taxes has not been received. I expect the funds to be credited ****.
Business response
04/18/2024
April 18, 2024

To Whom It May ******************* response to ****************************** BBB Case # ******** is attached.

Regards,
First National Bank Texas/First Convenience Bank
Initial Complaint
04/02/2024
Complaint Type:
Billing Issues
Status:
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.
In March of 2024, I opened my account with ******************************************* Bank of Texas / 1st Convenience bank. I was issued a permanent card by mail, Which I just received today 04/02/2024 and a Temporary card which ended in 6213. After I obtained my card I had to go to the hospital for a procedure. The card was stolen, and I am not sure where but I believe in the hospital along with my wallet. I was able to get a replacement ID. However, I noticed that there were several charges from what appears to be an online gambling facility I am not positive, It says ******* Gold Coins. These charges were constant from 03/24 through 03/31. I do not know whom this merchant is, and I assume they allowed the charges due to using my stolen identity. I filed a Fraud claim on 04/01/2024. For all Charges, I did not authorize any charges from this merchant or credits. I do not know whom this merchant is, and I do not conduct business with this merchant. I want these charges reversed as these are fraudulent and illegal online gambling charges. I do not approve any gambling charges. When I saw the charges, I reported it promptly. I have not received a single credit for any of these charges, and these charges drained my account. I am going to attach a letter here to my complaint along with a FTC Notice to furnishers. I do NOT want my account closed, and the Debit card ending in 6213 is already closed. I had to wait on hold for 2 hours to reach someone, and they were not open saturday. I have bills to pay, and This has financially crippled me. This is my only bank account, and Due to the fraud I would like this resolved as soon as possible. I did not sign any contracts nor receipts with this merchant, and I do not conduct business with this merchant. These are fraudulent charges completely. I am a victim of Fraud. I have storage payment due, and Rent and I can't pay either due to the fraud that occurred on my account. I need my money returned from this fraud.
Business response
04/05/2024
April 5, 2024

To Whom It May ******************* response to ****************************** BBB Case # ******** is attached.

Regards,
First National Bank Texas/First Convenience Bank
Customer response
04/05/2024
Complaint: 21518346

I am rejecting this response because: I understand what the manager has advised but, this unfortunately does not resolve my issues. The manager that contacted me from the dispute department advised me that a call was placed for debit card limit increases, and to authorize one of the charges. As I advised I never authorized any calls for the charges or limit increase. If someone called that stole my identity it would make sense because they stole my wallet as well and would have used the ** to verify. Secondly, I went ahead and changed my email, for online banking, I also changed my password out of an abundance of caution in case someone accessed my information. I have rectified that situation and resolved any outstanding security concerns. However these charges drained my account while I was in the hospital. I did login to online banking but I did not pay attention to my charges. I have never authorized this merchant or any of their subsidiary. I have already attached an identity theft affidavit which is sent to the **** and local police department. I understand the new account provision but these charges are affecting me. Money was stolen from me, and I did not authorize this merchant I did not sign Any contracts nor receipts with this merchant. This merchant appeared to be some sort of online gambling which I would never use. Thats not my normal spending habit either. I did try contacting that merchant to advise of the identity theft and they proceeded to verbally assault me. Again not acceptable. It would be one thing if the thief didnt drain my account but the thief or thieves did.

Regards,

*****************************
Business response
04/19/2024
April 19, 2024

To Whom It May ******************* rejection response to ****************************** BBB Case # ******** is attached.

Regards,
First National Bank Texas/First Convenience Bank
Customer response
04/22/2024
Complaint: 21518346

I am rejecting this response because: First National Bank Texas is causing a financial loss to consumers and then blaming them for unauthorized transactions, even after filing a police report. This bank will close your account for reasons they think are valid straight out the door. They stated I filed authorized Charges as unauthorized which is not true, and they have no proof to back their false accusations therefore they closed my account and didnt provide a reason. This does not answer or address my issues.

Regards,

*****************************
Business response
04/23/2024
April 23, 2024

To Whom It May ******************* second rejection response to ****************************** BBB Case # ******** is attached.

Regards,
First National Bank Texas/First Convenience
Customer response
04/24/2024
Complaint: 21518346

I am rejecting this response because: First National Bank of Texas is not committed to assisting their customers. I do not accept this response because they have still not sent documents used in their investigation: At a consumers request you are allowed to request documents used. Unfortunately First National Bank of Texas does not have any documents. I did not sign any contracts nor receipts with this merchant and a voice call does not constitute approval. In addition the representative did not even want to investigate my claim, and instead of gathering evidence the investigation immediately told me I was at fault before even conducting an investigation. This has not been investigated. The bank will close all your accounts if you submit unauthorized transaction dispute. They will not follow REG E laws, and they will not assist you. I read their deposit agreement and it doesnt say anywhere if your a victim of fraud that First National Bank will close your account. All the reason they could provide was they believe its authorized. No evidence, no facts and no documentation proof. Per consumer protection laws the bank is required to provide documentation upon request used in their investigation. I do not think they rightfully closed my account. These charges were not authorized and my phone was stolen. I do not accept responsibility and I want the BBB to notify future customers and warn of the behavior of this bank. If your victim of fraud they will decline your dispute immediately and they will close your accounts. Its not in their terms and conditions. They will blame you as at fault if you are the consumer. Even if you didnt conduct the charges and they will close your account thereafter no reason was provided. First National Bank of Texas owes me over. $10002 and I fully expect a refund. This issue has not been investigated and they closed my accounts based on what their dispute representative decided without providing any factual evidence.

Regards,

*****************************

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