ComplaintsforFirst Bank

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Deposited an insurance company check that did not have a secondary signature requirement. FirstBank deposited then removed the deposit from my account. My request to pick up the original was denied by FirstBank, they stated the check was destroyed. They said they would NOT allow me to pick up a legal facsimile of the check (with proper identification) from the FirstBank ****************** but would only mail the legal facsimile and would not provide the date it would be mailed. Extremely rude customer service personnel. NO personalized service from FirstBank personnel, even though I have been a client for over 20 years.

  Business response

  09/06/2024

  We have been in contact with our client and consider this issue resolved.  A detailed, formal response will be sent directly to our client.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 7.1.24, I attempted an electronic to transfer of $140 into my First Bank checking account. Instead of transferring $140 into my First Bank checking account, my ********************** checking account deducted $140 electronically in error. I am unsure how the error happened but I did not request a transfer from First Bank Account. On ******, an overdraft fee of $30 was placed on my account when I declined overdraft protection for the First Bank Checking account. If the account was overdrawn on 7.1.24, I expect the electronic transfer of $140 from the First Bank Checking account to be declined for $140 similar to the other transactions that have been declined when I overdraw on the checking account.For this reason, I ask that the overdraft fee of $30 be waived that was placed on my checking account.

  Business response

  07/22/2024

  It appears our client set up and completed an external transfer in another financial institution's online banking system.  First Bank acknowledges the transaction to be an inadvertent error that resulted in our client overdrawing her First Bank checking account.  As a result, First Bank has refunded the Overdraft Fee to our client's account, and we will be sending a detailed response to our client.

  Customer response

  07/23/2024

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My father passed away and I have been waiting for a month to obtain his funds. I keep getting the run around and I have a funeral to pay for. I have provided them with all the paperwork they&#**;ve asked for and there is no reason it should be taking this long. I have gone in 6 different times and they keep telling me they&#**;re waiting to hear back from someone different every time and nothing is being done.

  Business response

  06/27/2024

  We confirmed our client was able to access two out of three of his father's accounts with us once the required documentation was presented; the third account will need to be settled in probate.  However, this investigation is still in process as we have tried contacting our client to request additional information about his experience.  A formal response will be provided to our client once the investigation is complete.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  FirstBank in ******** refused to honor a small estate affidavit from ******** to deposit a life insurance check for my father's estate. They said they could not negotiate the check since it was made out to his estate even though the small estate affidavit is a legal document that makes it clear that there is no estate account since the estate is not large enough to pass through probate. The affidavit makes it clear that, as the executor, I take all responsibility for if the check fails to clear properly.

  Business response

  06/11/2024

  First Bank has been in contact with our client to obtain further information and is in the process of investigating this complaint.  We will provide a formal response directly to our client once the investigation is complete.

  Customer response

  06/11/2024

  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. First Bank accepted that there was an error in process and rectified the situation. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged twice for using their ********* a customer. This is criminal.

  Business response

  05/28/2024

  First Bank has completed its investigation of this complaint and have concluded the Automated Teller Machine (ATM) in which the transaction was conducted, is not owned by First Bank thus creating the fees in question.  We have provided a detailed response, along with corresponding documentation, directly to our client.

  Customer response

  05/31/2024

  The *** at the *************************************** drive thru.

  Customer response

  05/31/2024

  I just want a fair refund. The proof is in the photos that I have taken. I'm simply reporting this because this is unfair treatment & the truth is the truth. After the refund i would like to close the complaint.

• Initial Complaint

  05/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/2/2024 I made a bill payment for my mortgage for the amount of $400.00. This left my account negative until a couple of hours later my direct deposit came in for $593.00 that cleared everything right up wiping out the negative balance for $400.00. Everything is in order to see. I paid the $400.00 bill pay for my mortgage before the overdraft hit my account & they took my money anyway. I want my $30.00 back because this was a fraudulent charge all day long & here are the photos to proove it. I took the photos with my other phone. Everything is in order & the overdraft fee is at the top after I paid the -$400.00 balance. There should have been no overdraft fee because I paid the amount back later that day via direct deposit.

  Customer response

  05/10/2024

  This is fraudulent practice & I want my money back. 

  Business response

  05/16/2024

  We are currently investigating our clients claim and will provide a final disposition directly to our client as soon as possible.  We advise our client to contact First Bank if he has any additional questions or concerns about his account. 

  Customer response

  05/17/2024

  I simply want a refund because my direct deposit came before the overdraft fee was applied. It's only right & it's only fair. The overdraft fee came last after my direct deposit had applied.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Nov. 6th payment was posted on my account for American ************** One. The money was in my account & it was paid in full for both charges. I had the ********** was paid on the 6th. On Nov. 7th I made a withdrawal for $260.00.On Nov. 7th the exact same ************ I was charged $30.00 3 times for that same one time *** withdrawal via First Bank *** & each withdrawal overdraft is reading $30.00 3 times from the one time $260.00 withdrawal. I am calling to get two of the overdrafts reversed or I'm going to speak to someone higher to get these charges reversed. Each overdraft clearly says it's because of the $260.00 *** withdrawal. On Nov. 13th I called First Bank at ************** & the agent told me that two of the overdrafts was because of American ************** One Bank. When I got off the phone to double check to find out that her information was inaccurate. When I went to the **************** ******** branch *** the *** was malfunctioning. It could not Read any debit cards whatsoever which forced me to request an video bank teller to retrieve the money from the ***. I called the branch with my cell phone to let the *************************************** know what was going on. That could be the reason why I was charged 3 times. I took the photos that I sent you with my other phone for proof. I just want correction made to my account immediately. I'm in the process of paying back the $260.00 but the overdrafts are making things different. I really love my ********** not trying to scam or disrespect in anyway.I need 2 of those overdrafts reversed.Thank you very much.******************

  Customer response

  11/16/2023

  The payments for American Water & Credit One posted & was paid on the 6th. I made the *** withdrawal took place on the 7th. There is no way I should have been charged $30.00 for each payment that posted on the 6th because I had the money to cover both payments. The 6th & the 7th are different days.

  Business response

  11/20/2023

  We are currently investigating our clients claim and will provide a final disposition as soon as possible.  We advise our client to contact First Bank if he has any additional questions or concerns about his account. 

  Customer response

  11/22/2023

  I really like my bank & like I said the 2 charges posted on 11/6/23. I made the *** withdrawal on the 7th. I had the money to cover all costs in my account & I just want both overdraft fees removed & that I do understand having 1 for the *** withdrawal. As I stated before the *** was also malfunctioning on the 7th as well. I'm just looking for fareness. I apologize to the bank for any inconvenience.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried to sign into my accounts for 4 days, wasted over 3 hours on the phone with no results. Now I am filing complaints with the Missouri Attorney General, the BBB, and the ************* regulators about this c***

  Business response

  10/05/2023

  First Bank received notification from our client on the evening of September 28, 2023, that he was having difficulty with enrollment into our new eBanking system.  We contacted our client the morning of September 29, 2023, and were able to identify and resolve the issue with his online banking access.  We apologize for the difficulties our client endured during his enrollment process. We have confirmed our client was able to successfully enroll into the new eBanking system.  We believe our client is satisfied with the resolution and encourage him to contact us should he need any further assistance.

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I joined this bank to pay my mortgage. I am trying to use the Bill *** option to pay it but it does not work. The error message that I get is:Attention At this time payments must be made in online banking. As long as this bank has been open this feature should be working. I tried everything. Mobile ************* computer. I even called them to tell them about ********* act like they can not comprehend. IT'S NOT FUNCTIONING AT ALL.

  Customer response

  05/02/2023

  The bill pay has a defect. It will not allow me to cancel the Midwest BankCentre transaction. This needs to be looked at.

  Business response

  05/02/2023

  We have reviewed the complainants account transaction history and have confirmed the complainant had successfully added payees to their Bill *** eBanking function, but has yet to complete a transaction via Bill ***.  A pending bill payment to one of the payees is scheduled to occur on May 3, 2023.  We will be monitoring this payment for proper processing and provide our client with an update.  Our Client Experience Manager has reached out to the complainant and we will continue to assist him with ensuring he has the ability to use the full extent of our e-banking system.

  Customer response

  05/03/2023

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My wife and I opened a Small Business Checking Account for our LLC at First Bank in April 2022. Staring on June 10, 2022, we started being charged a monthly "Account Analysis Fee" that varied anywhere from $33 to $38. Nowhere on the Schedule of Fees, that we were given when we opened the account, is there a listing for this fee. In fact when I called and spoke with First Bank employees (starting with ****************** Camia at 6:26 pm CST on 1/6/23) and eventually the ********** branch employees, most (if not all of them) could NOT initially tell me what the fee was for. I spoke with Branch employees **** and **** on 1/13/23, ****** and **** on 1/20/23 and again with ****** at a more recent date. Eventually, I was told that the charge was for ********************** which we HAVE NOT used at all since opening the account. While we did select that as an option upon opening the account, it was never explained to us initially that it was a service with a monthly fee (nor was it listed on the fee schedule)! Between the lack of fee cost information and the misleading "Account Analysis Fee" that showed on our account statements, we were completely misled by First bank.We seek complete reversal of the "Account Analysis Fees" going back all the way to 06/10/22, which is the timeframe for which we did not receive any service (did not use the service). The good news is that the charges on 10/13/22, 11/10/22, 12/12/22, and 01/12/23 were reversed. The bad news is that the fees on 09/13/22 for $33, on 08/10/22 for $33, on 07/13/22 for $33, on 06/10/22 have still not been reversed. We request a full refund of the four $33 fees, totaling $132.

  Business response

  02/16/2023

  First Bank has contacted our client to discuss his account and we have come to a resolution to the clients satisfaction.  We advise our client to contact First Bank if he has any additional questions or concerns about his account.

  Customer response

  02/17/2023

  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.
  
  Sincerely,
  
  *******************

*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. ↩