Customer ReviewsforFirstBank

I have had an account with ********************** since highschool. Over half my life at this point. I've always been happy with their service and, in fact, have recommended them to many friends over time. Now, with the fee restructuring, I have to say I am very frustrated.Taking the account I've had for 16 years and increasing the fees 12 fold by changing them from annual to monthly *****. Having a minimum balance of over $1000 *****. They're now literally penalizing people for being poor. If I have less than $1000 dollars in my account it's not because I want to, it is because I don't have that money and I'm probably living pay check to pay check, carefully watching my spending to make sure I have enough to pay my bills. I can't afford an extra $12 monthly fee. I've already cancelled all my subscriptions to whatever services I can in order to make ends meet and now my own bank is adding one.Charge wealthy people the fees, they have the money to cover it, not poor people who are already struggling. I'm sure they'll respond with some long winded explanation about why this is necessary and makes sense and they can justify it all they want. That won't change the fact that as a loyal customer of many years this fee change hurts. And I know I'm not the only customer who feels this way. I know of at least a couple friends who have been with first bank for just as long who have already taken their business elsewhere and closed their first bank accounts.

As of October 1, 2024, FirstBanks account offerings are changing,and the checking account type that ************* utilizes will include a $12 *********************** Fee to enable the bank to enhance products and services and to increase security and fraud prevention measures to make banking more secure. The bank carefully reviewed the impact on customers and provides several options to waive the *********************** Fee, such as receiving at least $500 per statement cycle in qualifying direct deposits, maintaining a minimum daily starting balance of $1,500, or maintaining a combined average monthly balance across personal accounts of $5,000. As an option to those who may not meet the fee waiver requirements, FirstBank also offers an account which has no minimum balance requirements and a $5 *********************** Fee. 

FirstBank appreciates **************** feedback and long-term business,and hopes this information enables her to compare all options available when selecting solutions that best meet her banking needs.

Their ATM's were always broken down. They charge an exobant amount for monthly service fees. I'm glad to be done with them but first, let me tell you one more thing. The teller that dispensed my final balance, was the worst service employee I've ever had. She was rude and was playing games with My final withdrawal. I highly recommend going to another bank. Any bank is better than First Bank.

Mr. **** opened an account online in February 2024. The account he opened requires maintaining a daily balance of $2,500, receiving $1,000 in qualifying direct deposits, or maintaining $20,000 in combined average monthly balances across all personal accounts. If none of the requirements are met, the account is subject to a $20 monthly service charge that is waived for the first 60 days of account opening to allow customers time to meet one of the criteria to waive the fee.The requirements were explained in the New Account Disclosures provided at the account opening and accepted by Mr. ****.

************ called the bank on May 9, 2024,and expressed dissatisfaction about the account monthly service charge. The ************** representative explained the charge and offered a different account type with a lower service charge based on his banking habits. On May 14, 2024, ************ called the bank a second time, and the account was then converted to an account with no minimum balance and a monthly service fee of $5.00. The account was closed on May 30, 2024, per the customer's request,and Mr. **** went to a branch on June 24, 2024, to withdraw the remaining balance. Branch employees do not recall the interaction; however, customer service best practices were reviewed.

FirstBank routinely services and maintains their ATMs and requests repairs as needed. 

A FirstBank Branch Manager spoke with Mr.**** on August 7, 2024. The bank regrets any inconvenience caused; however, *********** indicated he had no interest in discussing the matter further.

Terrible bank! I was fooled by a scammer using First Bank's own phone number and eventually lost $2.5k like an idiot. I was hoping their fraud department could do ANYTHING to help at least get the funds back. What I got instead was a week long wait for a letter that told me to keep waiting, and then after a month I received another letter with a vague computer generated response letting me know I was not getting anything back. After calling the *** number to try and get any other help, I was dismissed and told to simply report the fraud to the *** and that there was nothing that could be done. Do not trust this bank with your money or your time.

************** established his FirstBank relationship in October 2020.

On March 8, 2024, ************** received a Zelle payment request from a personal Zelle profile with no affiliation to FirstBank in the amount of $2,489.00. ************** completed the requested payment. Zelle transactions are immediate and once processed, funds often cannot be recovered. This information is included in the Zelle Terms and Conditions that ************** agreed to when enrolling for the ************** Additionally, the Zelle payment confirmation screen reminds customers that money sent may not be recoverable.

On March 9, 2024, ************** contacted FirstBanks ************** and requested to dispute the transaction. He explained that he was contacted by someone from a spoofed number claiming to be from FirstBank, who told him that he needed to initiate a Zelle payment to get reimbursed for a fraudulent charge on his account. A dispute was submitted through the Zelle network. The dispute process prompts an investigation by the Zelle network and when a scam is identified, the individual and tokens (email address or phone number)associated with the scam are restricted, blocking them from sending or receiving any additional Zelle payments.

 Investigation efforts exhausted options to recover ************** funds and determined that the bank has no recourse against the recipients. On March 28th, 2024, ************** was sent a letter explaining that the dispute was unsuccessful and funds were not recovered. The bank apologizes for any delays caused by attempting to retrieve funds and regrets that ************** experienced this unfortunate incident. The bank publishes customer communications regarding fraud trends, including spoofed calls, and how to avoid being a victim of a scam.

Horrible customer service. They are supposed to be there when you need them, but dont protect you against fraud.My account was hacked, someone bought almost $1400 worth of **** shoes with my card. I filed a dispute, was given the provisional credit. Some of these payments were made with Affirm account. I contacted ******, they investigated an confirmed I had unauthorized transactions. They refunded me that money.I received a letter from First Bank, saying they are closing my dispute as the merchant has provided documentation of supporting a valid charge. Why would smeone make 15 transactions, one after the other like that?Now First Bank is saying the provisional credit will be reversed. I have a bunch of documentation, but was never asked for it.The scammers used my name, my email address, and had items sent to an address in PA (Im in CO).I received shipping info for these items I did not purchase. All items were refused by the receiver, saying they didnt order items, all items sent back to sender. So, that money should have been refunded to me then. Dont hear anything from this company called KITH. They have horrible reviews, and other people have also been scammed. Thats a fraudulent company. And very little help from a bank Ive done business with fir 20 years!!Im hoping this will be investigated again, as Im not the one who purchased these items. Did not hear fromFirst Bank since I opened the dispute. Im being encouraged to file a complaint with the ***** and have the bank investigated on this matter.Hopefully this can be resolved before I take that drastic measure.Very disappointed in First Bank.

This use to be a friendly, competent bank. Now the ************* I use is absolutely terrible. The *** never works, when get a loan, prepare to go back multiple times since they cant get that right. Worse is, bill pay is third party contract. 3 different times my payments never made it. **** admitted was third party fault.. BUT as usual, nothing could be done. I lost $250 in late fees because of their terrible service. Been customer for 35 years, time find a bank that actually knows what theyre doing and cares about customers.

The customer established a relationship with ********************** in December of ****.

On November 15, 2023, the customer called the ************** to inquire about the status of a scheduled Bill *** payment. The customer explained to the Online Banking Representative that the payment had disappeared from the Future Transactions tab without previous notification. The Online Banking Representative explained that the payment was mailed out to the payee as a draft check and would post to his account once negotiated. The customer questioned if the check would arrive on time as he was concerned with potential late fees. The Online Banking Representative offered to put a stop payment on the check, to which the customer agreed and mentioned he would take care of delivering the payment the same day. After placing the stop payment on the check, the Online Banking Representative apologized for the inconvenience and thanked the customer for his call.

Prior to submitting a payment sent as a check by the ***************** the Online Banking platform notifies the customer that the check may be cashed, and the money withdrawn, before, on, or after the pay by date to account for **** delivery time and/or delays.

The customer opened a home equity installment loan with FirstBank on November 2, 2023. At loan closing, a payment disclosure should have been executed but was not. The customer was asked to return to the bank to sign the required document. The Banking Officer apologized for the inconvenience.

FirstBank does not have specifics from the customer regarding his issues with the *** at the Lakewood location. A service request is sent each time the branch is alerted that an *** is malfunctioning.  FirstBank has attempted to contact the customer regarding his review but has been unable to reach him to obtain additional information. The bank regrets any inconvenience caused.

Horrible service,stay away You don't get their support when you need them

FirstBank appreciates your feedback and takes matters like this seriously. Please contact us at ************ so we can discuss your concerns. Thank you.

I was scammed by a guy on the internet I called the bank to dispute the charges and first bank REFUSES to get me my 67 dollars back everyone else that got scammed got their money-back except me. s**** first bank plus all the crazy expensive overdrawn fees I've paid. They are crooks been with them since I was 13, I'm 38 now I will be switching banks

Mr. *********************** established an account relationship with FirstBank in September, ****.

On February 22, 2023, **************** submitted a dispute for a transaction that occurred on February 9, 2023 in the amount of $67.19 to PayPal*AidenMcCabe.The transaction was initiated by **************** to purchase an undisclosed service that was not received. Under Regulation E coverage, there were no dispute rights available for this transaction, as it was initiated by ****************. A letter was sent to the customers address on file, explaining the reasons for denial of the dispute.

FirstBank adhered to the dispute process and followed all applicable procedures. At this time, the bank considers this matter closed.

*********************** VP of FirstBank called to apologize for the unacceptable treatment and behavior I'd received from ************************* (Branch Manager). He said, " I completely understand where you're coming from and I apologize". However, he did not want to take any steps toward making things right. He does not value me as a customer. When I asked how the bank was going to make things right going forward, ******, became extremely rude, unprofessional, condescending and blatantly ignorant in his ability assist in any fashion "There will be no further actions taken". My account is in good standing, with no history of insufficient funds/fees or claims. Yet, I'm treated subpar and harassed with many phone calls from the branch apologizing for their unethical behavior (harassment specifically) still threatening to close my account and cancelling my debit card (which doesn't happen because they legally can't) No one has been held accountable for how I've been treated. Completely unnecessary and unacceptable harassing phone calls while I'm trying to work! I will take this to corporate as well as every social media platform to protect as many as I can in the hopes no one else experiences what I've experienced with Firstbank.

Ms. **************** holds a single checking account that was opened on April 5, 2023.

On April 7, 2023, a FirstBank Branch Manager completed a review of newly established accounts and noticed that Ms. ****** account would become overdrawn by the end of the day due to several pending **** debit card transactions. Given the recent opening of the account, the Branch Manager decided to close the account and reached out to Ms. ***** to inform her of the decision. Ms. ***** confirmed that she was aware of the charges and stated that she had opted-in to paying overdrafts for **** transactions if the account did not have the funds to pay them. Ms. ***** and the Branch Manager agreed that the account would be reopened once a deposit was made. A deposit was received later that same day and the account was reopened.

Ms. ***** submitted a complaint to FirstBank about this situation and was contacted by a FirstBank Retail Manager on April 10, 2023. Ms. ***** was upset that the account was initially closed and felt that the Branch Manager would retaliate against her for overdrawing her account by having her mortgage payment returned. During this conversation, the Retail Manager confirmed with Ms. ***** that the account was reopened, her mortgage payment had been made, and explained that the **** account activity was a concern for the bank as it was a new relationship and funds were not available for the transactions. The Retail Manager also explained that even though Ms. ***** opted-in to paying overdrafts for **** transactions if the account had insufficient funds, the bank was not obligated to pay overdrafts. Ms. ***** concluded the conversation by stating that she would be closing her account.      

Following this conversation, Ms. ***** reached out to FirstBanks ************** to file a complaint about not being able to overdraw her account. On April 12, 2023, an Assistant Vice President contacted Ms. ***** and reiterated that opting in does not obligate the bank to pay overdrafts on accounts.  The officer offered to provide the terms of the account agreement that were explained to Ms. ***** so she could retain them for her records, but Ms. ***** declined the offer. Based on the customers indication that she expected overdrafts to be unequivocally paid, the branch opted to terminate the relationship.  A closing letter was mailed to the customer on Friday, April 14, 2023.

All phone calls to Ms. ***** were in response to her account activity and complaints that she filed with FirstBank. The calls were made to her cell phone number, which she also listed as her home phone number, and were made during normal business hours with no more than three total calls being made since the account was opened on April 5, 2023. The bank considers this matter closed.                       

Branch Manager *************************, treated me unjustly and portrayed herself quite rudely over the phone on multiple occasions. All of *******'s accusations are completely unfounded. My checking account has never been overdrawn for more than a few hours and I've always had funds to cover all pending **** transactions. I've never been charged insufficient fund fees on this account; it is absolutely outrageous *******'s choice of retaliation, and I'm asking for FirstBank Corporate to take notice of how their customers' are being treated by this particular Branch Manager (*************************). No one should ever be insulted or treated as unfairly as I've been. ******'s judgement calls are completely unnecessary and definitely not usual or customary for general banking. I was discriminated without due process. And, again, no one has been held accountable for how I've been treated. It is unacceptable to receive harassing threats and rude phone calls during regular office hours while I'm working. This case of harassment and discrimination will be reported to other bureaus and agencies as well.

This place is a joke. I have been a customer here for over a decade and have had fraud on my account now three times in the past 120 days. They refuse to refund my money because "we called the vendor and they said it was not fraud". They told me they sent me a letter in the mail (they did not) asking for more evidence of fraud, and then later told me that "no matter if the letter was lost in the mail, we were told by the vendor it wasn't fraud". Get out of here. I am done with this place and moving my money at once. Avoid banking here at all costs. Even ***** Fargo is better than these people! If your information is stolen, it's basically on you!

********************* established a relationship with FirstBank on June 1, 2009, and currently holds a checking account with the bank. On January 27, 2023 **************** contacted the bank to dispute two fraudulent transactions totaling $1,468.94, and provisional credit was provided for the full amount. One transaction for $87.44 was confirmed as fraud by the merchant, and the provisional credit was made final on March 28, 2023. For the second transaction in the amount of $1,381.50, the merchant provided sufficient evidence that the transaction details matched prior undisputed online transactions by ****************, including the same name, address, email address, and IP address. Because there was insufficient evidence to support the fraud claim and recover funds from the merchant, the provisional credit was reversed, and **************** was notified of the dispute outcome on March 17, 2023. An incorrect letter was mailed to **************** stating the reason for the denial was a lack of response to requests for additional information, however conversations were had with the customer explaining the evidence provided by the merchant that indicated **************** authorized the disputed charge. The bank considers this matter closed as we have no further dispute rights.