ComplaintsforFirst State Community Bank

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/19/24, my business partner and I met with ************************* with FSCB at the Desloge location to apply for a loan. Communication from ****** was fine for the first week, but after this, it become very difficult to reach him. On 2/2, there were 5 unanswered emails and a text before getting a reply. Ironically, ****** gave us his cell number to get ahold of him quicker, but that was never the case. 2/6-2/7 sent 4 emails before receiving a response on an urgent matter. Throughout the process, we didn't receive any documents detailing loan information unless I practically begged, and information was wrong multiple times. On 2/12, two more ignored emails. The typical practice was waiting multiple days before responding if responding at all and I wouldn't get the full information requested. Never an apology for the slow response time. He never responded to an email on 2/26. I started calling *******, the loan coordinator. ******* is the only reason we still proceeded with the loan. On 3/1 around 11:00am I tried to call her, but she was out of the office so I got ******. I needed the water turned on for a 24 hour inspection period and to prevent pipes bursting from cold weather. The water company needed the lender to call to do this. ****** said this would be no problem and would take care of it and let me know when done. At 3:30pm, I texted ****** to confirm completion and never received a response. Text attached. Luckily, no pipes burst or further action would have been taken. The day before closing we found out the sale price had not been changed as previously requested. Screenshots attached. We also found out that our loan was not set up for escrow, so we would need to pay the insurance premium out of the loan proceeds. I work for a bank, and this kind of communication and customer service is absolutely unacceptable. ****** blatantly ignored me on many occasions and could have cost damage to the house jeopardizing the loan. We request all loan fees be refunded to us.

  Business response

  03/29/2024

  *************, 
  We apologize for the lack of communication from your loan officer.  That is not our standard, and this situation has been addressed with the lender.  We understand that purchasing real estate can be stressful much less if there is a lack of communication from the lender. I want to take a moment to address some of the individual concerns listed in your complaint.  Regarding the water, the loan officer contacted the City at 12:28 pm on 3/1/2024 to request that the water be turned on for the inspection.  We are unsure as to why it was not turned on by the city when requested.  Regarding the escrow and upfront fees; this was an interest-only construction loan with a builder's risk policy, unfortunately, escrow cannot be done in this situation.  This loan was a commercial purpose loan,not a personal loan, therefore; there is no requirement for a loan estimate or closing disclosure.  All proper information was provided for this loan type. Again, we apologize for the lack of communication during your loan process, however, we are pleased to hear that ******* was able to assist you.   In your complaint you requested that your loan fees be refunded, unfortunately, at this time we are unable to refund any fees.   Please let me know if you have any additional concerns.  
  Sincerely, 
  ***************************;

  Customer response

  04/01/2024

  Complaint: 21428074
  
  I am rejecting this response because:
  
  Regarding the water, the loan officer contacted the City at 12:28 pm on 3/1/2024 to request that the water be turned on for the inspection.  We are unsure as to why it was not turned on by the city when requested.:

  If this is the case, the loan officer should have responded to me as requested and especially after I sent a follow-up text around 3:00 that day. Im familiar with the front desk staff and its unusual that they would decide to blatantly ignore a request to turn water back on. Can you provide proof the call was made? Is this response based on the lenders word?

  Regarding the escrow and upfront fees; this was an interest-only construction loan with a builder's risk policy, unfortunately, escrow cannot be done in this situation.:

  I was told this information the day before closing. I understand this is the case and was told this by *******, but not until the day before closing.

  This loan was a commercial purpose loan, not a personal loan, therefore; there is no requirement for a loan estimate or closing disclosure.  All proper information was provided for this loan type.:

  This may be the case, but when you repeatedly ask for information and receive little or nothing, the requirements arent important from a customer service perspective. My requests were always reasonable and should have been accommodated.

  I appreciate the apology and you addressing this situation with the loan officer, but I wont be satisfied without some of the loan fees being refunded. This is a first commercial loan of many, and if we cant even receive a partial refund for the horrible service, Im happy to bring my business elsewhere.

  
  
  Sincerely,
  
  *********************

  Business response

  04/03/2024

  **************, 

  Please see the attached screenshot from the lender's phone.  The number ************* on 3/1/2024 @ 12:28 p.m. reflects the call made to the city utility clerk.  Unfortunately, we are unable to refund any fees on this loan.  

  Sincerely, 

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

  Customer response

  04/04/2024

  Complaint: 21428074
  
  I am rejecting this response because:
  
  I don't see a screenshot attached, but regardless, it's clear that you're not interested in maintaining customers. The fees charged by the bank are for the services provided by the bank. When the services are provided in the horrific manner that they were, refunds are more than justified. That's how any business that cares about their customers operates. I was told by many to stay away from FSCB, and I should've listened. I'll happily take my future commercial loans elsewhere.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well i have mobile deposit. I worked late so i sent it in through that. Checked 5-13-23 to see if it went through and no. So i called care center. Was told to take it to bank and they could get it done no big deal. So i drive to the bank to be treated like an idiot because that wasn’t the case they claim. I have banked here for years. Had a camper and a truck loan and not really many issues. But today with my money just held up when i have bills coming out they wouldn’t even stop the mobile to process my check in. Absolutely ridiculous practice! It’s a check and it’s in their hands verify and let’s move on! No they were very hasty and yes I’m beyond frustrated at this time and i will be seeking a new bank as this was just a slap in the face! Pretty simple see the check it’s present hit verify and deposit! The lady on the care team said they could verify and she apologized when calling back saying guess they told us wrong! Absolute pour customer service!

  Business response

  06/01/2023

  Mr. **** made a deposit through the FSCB Mobile Banking Mobile Deposit product on Friday, May 13, 2023 after 5:00 p.m. Our Funds Availability Policy Disclosure states the following: Mobile Deposits - All deposits made after 5:00 CT via FSCB Mobile banking on any business day will be credited to the next day's business.  In Mr. ****'s case, the next business day was Monday, May 15, 2023.  The teller Mr. **** spoke to on Saturday, May 14, 2023, was not aware that a mobile deposit could be reversed if a customer presents the physical check since this is not a common practice.  We have provided training to our employees so they are aware that this is an option should this occur again in the future.  We apologize to Mr. **** for the frustration this caused.

*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. ↩