ComplaintsforThe 1st National Bank

• Initial Complaint

  11/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  A few weeks ago, I began a residential loan process with Brenda D*******. I had worked with 1st National on a refinance a few years ago, and the process went very smoothly. Therefore, I decided to proceed with this home purchase with 1st National, even though I received the same interest rate (5.25%) from two other lenders. Brenda confirmed the rate as 5.25%, and I signed all the mortgage documents, including the rate lock agreement, for 5.25%. She is very nice and promptly responds to all questions, so I have nothing against her personally. However, when I sent a text to inform her that the closing would be in two weeks, she replied, stating that the rate was not locked, which was shocking to me. To me, this seemed like an organized scam by 1st National Bank. If interest rates do not increase from the time of loan origination to closing, they will close on the loan; but as in my case, since the interest rates have risen to now 6.25%, they decided to lie and take advantage of my situation. I tried contacting a couple of managers, including Don R******, and did not receive any response at all. I have all the conversations and copies of the signed documents, which I can provide if anyone is interested in taking a look.

  Business response

  11/07/2024

  Dear *** *** ******,

  I do apologize if you feel there was lack of communication concerning a discussion regarding this topic.  It appears, unfortunately, that all of your communication to all departments and individuals was after business hours.  As of this morning, all emails you sent have been seen and you will be contacted.  For future reference should you need an immediate response regarding any questions or concerns you can reach out between the hours of 9am-5pm Monday through Friday.  Emails before that time will be answered in the order to which they were received . Messages after that time will be completed on the next business day.  We appreciate your business and hope to rectify any misunderstandings or concerns you may have.  Please expect a phone call from our head of mortgage lending before the end of business today.  Thank you!
  

  Customer response

  11/07/2024

  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

  12/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Make bank account was compromised by someone, they used paypal to access funds out of my account. I reported it to the bank and PayPal loss and prevention. Paypal take my information, along with my statement. My bank notified me that i had to file a dispute and follow the process. So I followed the process and the following days my money was returned. I the process i was too receive a new debit card and that all transactions will not be not be honoured. The following when i was asked to return the car from avis. I returned the car and the following day i was charged 5000 dollars to my bank account. I looked at the receipt and it had my old card information. I contacted the bank immediately and put i stop payment on the transaction. The bank responded with, avis used a pre authorization to process the transaction. Well i asked why was it allowed to process through when i have a stolen card information and my account was compromised. They explained it was like a blank check and that is what pre authorization means. I confused because i have regular payments coming out from avis and those payments never went through. Neither did I received a call from avis about the charge to authorize anything, or even made aware that charges would occur. Avis refused to reverse the transaction and will not take any of my calls. Then at the same time my bank has not returned my 50 dollars from the theft. There’s something going on with this bank. ****** has his hands in it somehow. I just want my money back and my account resolved. My bank is in the wrong and they know it

  Business response

  03/03/2023

  Mr. *******
  
  I understand your concern and hope that this response will aid in answering your questions regarding your disputes and other issues you mentioned in your complaint. On behalf of the bank, please accept my continued apologies for any frustration this matter may have caused you. As you mentioned, we did file disputes on your behalf to PayPal for multiple transactions that processed through your account. However, these disputes were denied which is why the branch staff suggested you also dispute these charges through PayPal’s loss prevention department as well. After reviewing your account, it appears that PayPal returned all but one transaction to you. We suggest you contact PayPal as this transaction may have been missed in their process.
  

  As you mentioned, we were unable to prevent the AVIS transaction from being sent back due to it processing through as a preauthorization. Our branch staff had asked if you had authorized AVIS to debit your account and you confirmed that you had. Due to these reasons, we were unable to dispute the AVIS charge and suggested that you contact AVIS directly to resolve this matter.
  

  Lastly, we would like to assure you that the branch manager, ******, had nothing to do with this process besides taking your dispute request and sending it to the correct department. Managers do not have access to the programs we use to file disputes and are not involved in the process other than answering questions from customers. Our institution understands the frustrations and harm that can come from fraudulent transactions which is why we do everything possible to both prevent fraudulent activity and resolve the situation if it occurs. Unfortunately, due to the circumstances listed above, we were unable to prevent or dispute the AVIS charge due to it being authorized by you. If you have any other questions or concerns, please contact us and we will work to help in any way possible.
  
  Sincerely,
  1st National Bank

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