ComplaintsforFirst Foundation Bank

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unauthorized Bank access, ******* account login, email, phone number got changed and funds were transferred into someone else account. I never got an email about any changes made on my account. I realized only when I received statement that fund were missing. Contact ***, and after 3 months of "investigation" ****** ***** said that it was my responsibility. She said the bank sent email about the changes, which I never received, and they never showed me any proof. Very suspicious

  Business response

  11/05/2024

  On December 12, 2023, the client was notified that the Bank declined to reimburse him for the outgoing wire of $2,780 sent on August 9, 2023. An investigation was conducted on behalf of the business client, ***************************************. The investigation found the clients online banking credentials, as well as his business email, were compromised, which enabled the changes to the online banking passwords and breach of the online banking access through which the wire was initiated. The unauthorized outbound wire was not a result of bank error. The Banks Commercial Online Banking Agreement Security Procedures specify client liability in the case of device compromise and email compromise. It is the clients responsibility to safeguard the security credentials and implement and maintain physical, technical, and administrative controls and procedures sufficient to prevent impermissible or unauthorized access to or use of any service.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed a complaint with customer service at ********************** main line and spoke with ********* who told me that I would receive a call from ******* a supervisor. I went into the ******** location: ***************************************** Let me tell you I have been a customer for years and after my visit on 04/23/2024 in the after noon with the vice president **************** was appalled at her telling me in a corporate way that my business doesn't mean anything to first foundation. She was unwilling to waive the rush fee for a debit card to my checking account for a debit card that I didn't receive. I also spoke to your regional manager whos name was ******. She had the same demeanor of unhelpful disgusting energy that ******* had as well. Considering the mission and values on the wall of the bank. I'm truly appalled those just seem like words on a wall vs. actually meaning to execute them. i closed my checking account and considering my savings next.

  Business response

  04/25/2024

  We assisted *************************** on April 23, 2024, but his statements are not accurate.
  
  **************** came to the branch to order a new debit card and insisted that not only it be rushed, but any fees associated with it be waived as well. We verified his address and contact information, which were correct, and informed him of when his last card was mailed. We did not receive any returned mail for the card or notice that it was undeliverable. We explained to him that ******* the card would only change the delivery date by a day or two. We asked if he needed it early for a particular reason, such as going out of town. He stated that he didnt need it right away, he just wanted it rushed and wasnt going to pay for it. He then went on to say if he didnt get it, he would close his account.
  
  He wanted to talk to a supervisor, so the Retail Banking Market Area Director came out to assist.He asked to talk to her in her office. He would not let her get a word in edgewise and continued to state how appalled he is at our bank. He went on to make accusations that branch staff told him ordering the card would be a waste of time, but they did not. It was explained to him a rush would not change the delivery time drastically. He also stated that our refusal to order the card without ******* it for him was saying that he is not worth our time or his $39,000. We explained that is not the case, we are happy to order a new card for him, but we cannot waive the fee. We did not receive notice of an undelivered card or issues with mail deliveries to his address. As it was not a bank error, we would not waive the fee. He said he wanted to close the account, so he was walked over to the teller line and the team assisted him with closing his checking account. He left his savings account open. He was rude and insulting to the team.
  ...

  Customer response

  04/25/2024

  it's not a response 

  Business response

  04/26/2024

  Our response is that the situation did not warrant an exception to waive the rush fee. ******************** previous debit card was first opened 8/10/2020 and had zero activity. His account history was reviewed and showed zero debit card transactions during the life of the account. His renewal debit card was mailed on 7/2/2022 and the Bank did not receive any return mail or alerts that it was undeliverable. We continuously stated we could order a card for him, and it would arrive in approximately the same amount of time, but he refused our offer. **************** raised his voice to the Retail Banking Market Area Director and threatened to file complaints against the Bank if he we did not ***** him an unwarranted exception. This is an abuse of the complaint system and undermines our ability to provide exceptions when truly warranted. In addition, it is not fair to other clients in the same situation who do not receive such exceptions. 
  

  Customer response

  04/29/2024

  Just by seeing the response from the bank goes to show you that there is no acceptance of personal management leadership  accountability. The response is simply to blame my frustration on me after the fact that ******* and ******* were in alignment to not taking care of a customer given that I didn't have the debit card that was supposedly mailed to me. Instead I had an expired debit card, they wanted to not be commendable to waiving an expedited fee for something that was bank error. It truly goes to show that instead of taking responsibility and showing their customer who clearly was showing in their system "no active debit card with transactions" I had no debit card that wasn't expired and in their system they could see that no new debit card was used. I had never asked for a debit card to be rushed out all the years of being with the bank. I was very kind when I was at the bank and only when they were telling me that they were unwilling to expedite the debit card because they were taking advantage of my kindness to abuse their authority or saving money for what reason I don't know, ******* "the vice president" got sassy with her co-worker directed at me, "IM NOT GOING TO WAIVE THE **** She did it in a way to make me feel that after all this time of being with the bank, I wasn't worth waiving the card to expedite even though it was bank error and they didn't want to take responsibility. Therefore it's easier to blame your customer and point them out. I became upset in reaction to which is completely a normal reaction considering now it's clear that this particular First Foundation doesn't represent what the banks mission and values stand for in putting the customer ******************. They all just words, playing the blame game and stating what's fair is not taking a stance. I'm appalled at this response. I don't accept it. Wow 

• Initial Complaint

  06/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 1st 2022, ***************************** Vice ********** ****** Manager, at First Foundation Bank, former, First ******* ************** denied ** access to all accounts. We are still the officers representing ROMANIAN ORTHODOX CHURCH ST POLYCARP OF SMYRNA **** FEI/EIN 27-1069274. The officers have been elected by the General Assembly. The access has to be restored so we pay flood insurance, water, FPL.... ***************************** informed me she is not at liberty to talk to us, the officers entitled to perform bank transactions and payments.As treasurer I am expected to present the financial report and based on it the parish council will propose the budget for 2022.As president ******************************** is supposed to present a report and together present the recommendation of the parish council going forward.We have to pay flood insurance and liability insurance before June 16th.We also have water and electric bills.The current treasurer and the president do need access to the financial statements in order to present the report and present the new president and Treasurer the statements of all accounts.We would like the access restored. We are stunned as one would expect this thing to happen in *****.Complaint is against ***************************** Vice ********** ****** Manager Crosse Pointe ********************* ************

*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. ↩