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BBB Accredited Business since

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that First National Bank Texas meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for First National Bank Texas include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 219 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

219 complaints closed with BBB in last 3 years | 66 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 115
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 99
Total Closed Complaints 219

Additional Complaint Information

Consumer complaints received by the BBB allege confusion with unclear overdraft charges. Company responses explain the fees that were charged and provide documentation to the consumer.

Customer Reviews Summary Read customer reviews

1 Customer Review on First National Bank Texas
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

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BBB file opened: May 12, 1993 Business started: 01/27/1901 in TX Business started locally: 01/27/1901 Business incorporated: 09/29/1982 in TX
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Federal Deposit Insurance Corporation
1910 Pacific Ave # 1900, Dallas TX 75201
http://www.fdic.gov
Phone Number: (800) 568-9161

Texas Department of Savings & Mortgage Lending
2601 N Lamar Blvd # 201, Austin TX 78705
www.sml.state.tx.us
Phone Number: (877) 276-5550
rcrochet@sml.state.tx.us

Type of Entity

Corporation

Business Management
Mr. Bobby Hoxworth, President Ms. Naomi Jones, Operations Officer Mr. Lee Thompson, Vice President
Contact Information
Principal: Mr. Bobby Hoxworth, President
Customer Contact: Ms. Naomi Jones, Operations Officer
Business Category

Banking Services Financing Investment Advisory Service Loans Loans - Small Business Financial Services Investment Management Mortgage Bankers Financing Consultants Banks

Alternate Business Names
First Community Bancshares, Inc First Convenience Bank
Industry Tips
Finding a financial planner

Customer Review Rating plus BBB Rating Summary

First National Bank Texas has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 100 E Houston St

    Beeville, TX 78102 (361) 354-5422

  • 1002 N 38th St

    Killeen, TX 76543 (254) 699-8614

  • 101 Calhoun Plz

    Port Lavaca, TX 77979 (361) 552-2600

  • 107 W Highway 190

    Copperas Cove, TX 76522 (254) 518-0902

  • 1216 Junction Hwy  Wal-mart

    Kerrville, TX 78028 (830) 257-0050

  • 1250 Flour Bluff Dr

    Corpus Christi, TX 78418 (361) 939-9930

  • 1314 W Adams Ave

    Temple, TX 76504 (254) 773-7444

  • 1400 Lowes Blvd

    Killeen, TX 76542 (254) 554-4431

  • 14028 N Highway 183

    Austin, TX 78717 (512) 249-0613

  • 14414 Us Highway 87 W

    La Vernia, TX 78121 (830) 779-5400

  • 1505 E Rio Grande St

    Victoria, TX 77901 (361) 485-0534

  • 1600 Wildcat Dr

    Portland, TX 78374 (361) 643-1289

  • 1821 S Padre Island Dr

    Corpus Christi, TX 78416 (361) 854-5381

  • 1904 S Colorado St

    Lockhart, TX 78644 (512) 398-5623

  • 1911 NE Bob Bullock Loop

    Laredo, TX 78041

  • 200 W Interstate 20

    Midland, TX 79701 (432) 687-3831

  • 2000 Us Highway 181

    Portland, TX 78374 (361) 643-9268

  • 201 E Central Texas Expy Ste 1600

    Harker Heights, TX 76548 (254) 690-4276

  • 201 E Main St

    Uvalde, TX 78801 (830) 591-2428

  • 2020 Heights Dr

    Harker Heights, TX 76548 (254) 690-6125

  • 210 W Del Mar Blvd

    Laredo, TX 78041

  • 2130 Culebra Rd

    San Antonio, TX 78228 (210) 736-0838

  • 2151 W Oaklawn Rd

    Pleasanton, TX 78064 (830) 569-5472

  • 2201 Trimmier Rd

    Killeen, TX 76541

  • 2314 S Zapata Hwy

    Laredo, TX 78043

  • 2450 NW Loop 338

    Odessa, TX 79763 (432) 332-1630

  • 2509 N Main St

    Belton, TX 76513 (254) 933-7009

  • 2511 Trimmier Rd

    Killeen, TX 76542 (254) 634-3958

  • 2604 N Main St

    Belton, TX 76513 (254) 939-5562

  • 2615 NE Bob Bullock Loop

    Laredo, TX 78045

  • 2700 Us Highway 281

    Marble Falls, TX 78654 (830) 693-9200

  • 2701 E Main St

    Alice, TX 78332 (361) 661-0259

  • 2701 S Ih 35

    Round Rock, TX 78664 (512) 310-1181

  • 2805 South Highway 36

    Gatesville, TX 76528 (254) 865-6442

  • 29 County Road 130

    Floresville, TX 78114 (830) 393-2767

  • 2990 E Business 190

    Copperas Cove, TX 76522 (254) 542-8531

  • 3033 S Port Ave

    Corpus Christi, TX 78405 (361) 882-1886

  • 3323 SE Military Dr

    San Antonio, TX 78223

  • 3401 S 31st St

    Temple, TX 76502 (254) 791-2804

  • 3701 N Main St

    Taylor, TX 76574 (512) 352-8422

  • 3801 E 42nd St

    Odessa, TX 79762 (432) 362-2929

  • 3829 Us Highway 77

    Corpus Christi, TX 78410 (361) 767-3577

  • 401 Coke Ave

    Hillsboro, TX 76645 (254) 582-0438

  • 4101 Houston Highway

    Victoria, TX 77901

  • 4109 S Staples St

    Corpus Christi, TX 78411 (361) 806-0554

  • 4210 John Ben Shepperd Pkwy

    Odessa, TX 79762 (432) 363-0078

  • 4304 E Central Texas Expy

    Killeen, TX 76543 (254) 680-2801

  • 4320 Franklin Ave

    Waco, TX 76710 (254) 741-6639

  • 4444 Kostoryz Rd

    Corpus Christi, TX 78415 (361) 852-2640

  • 4517 N Midland Dr

    Midland, TX 79707 (432) 694-2626

  • 4700 E Palm Valley Blvd  C/O First Convenience Bank

    Round Rock, TX 78665 (512) 310-2520

  • 4801 San Dario Ave

    Laredo, TX 78041

  • 507 N Gray St

    Killeen, TX 76541 (254) 554-4236

  • 5401 Fm 1626

    Kyle, TX 78640 (512) 268-2717

  • 600 Hewitt Dr

    Waco, TX 76712 (254) 666-4538

  • 6000 West Ave

    San Antonio, TX 78213

  • 601 Indian Trl

    Harker Heights, TX 76548 (254) 680-5600

  • 6030 Montgomery

    San Antonio, TX 78239 (210) 599-1083

  • 6106 N Navarro St

    Victoria, TX 77904 (361) 572-0863

  • 620 S Interstate 35

    Georgetown, TX 78628 (512) 869-7001

  • 6580 Fm 78

    San Antonio, TX 78244 (210) 661-5006

  • 6818 S Zarzamora St

    San Antonio, TX 78224 (210) 924-6129

  • 801 N Interstate 35

    Bellmead, TX 76705 (254) 799-2410

  • 9002 N Navarro St

    Victoria, TX 77904 (361) 570-0285

  • 925 10th St

    Floresville, TX 78114 (830) 393-3600

  • THIS LOCATION IS NOT BBB ACCREDITED

    1400 W Main St

    Farmington, NM 87401

  • THIS LOCATION IS NOT BBB ACCREDITED

    2266 Wyoming Blvd NE

    Albuquerque, NM 87112

  • THIS LOCATION IS NOT BBB ACCREDITED

    233 S. New York Avenue

    Alamogordo, NM 88310

  • THIS LOCATION IS NOT BBB ACCREDITED

    301 San Mateo Blvd. SE

    Albuquerque, NM 87112

  • THIS LOCATION IS NOT BBB ACCREDITED

    320 E. Wyatt Drive

    Las Cruces, NM 88001

  • THIS LOCATION IS NOT BBB ACCREDITED

    3331 Rinconada Blvd.

    Las Cruces, NM 88012

  • THIS LOCATION IS NOT BBB ACCREDITED

    3800 N. Lovington Hwy

    Hobbs, NM 88240

  • THIS LOCATION IS NOT BBB ACCREDITED

    400 Eubank Blvd. NE

    Albuquerque, NM 87108

  • THIS LOCATION IS NOT BBB ACCREDITED

    4201 Central Ave NW

    Albuquerque, NM 87105

  • THIS LOCATION IS NOT BBB ACCREDITED

    4500 N. Main St., Ste. A

    Border Hill, NM 88201

  • THIS LOCATION IS NOT BBB ACCREDITED

    460 Highway 528

    Bernalillo, NM 87004

  • THIS LOCATION IS NOT BBB ACCREDITED

    4600 E. Main Street

    Farmington, NM 87401

  • THIS LOCATION IS NOT BBB ACCREDITED

    901 Unser Blvd., SE

    Rio Rancho, NM 87124

  • THIS LOCATION IS NOT BBB ACCREDITED

    1701 N 23rd St

    Canyon, TX 79015

  • THIS LOCATION IS NOT BBB ACCREDITED

    2003 S Dumas Ave

    Dumas, TX 79029

  • THIS LOCATION IS NOT BBB ACCREDITED

    2801 Charles St

    Pampa, TX 79065

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 W 15th St

    Hereford, TX 79045

  • THIS LOCATION IS NOT BBB ACCREDITED

    4215 Canyon Dr

    Amarillo, TX 79110

  • THIS LOCATION IS NOT BBB ACCREDITED

    5730 W Amarillo Blvd

    Amarillo, TX 79106

  • THIS LOCATION IS NOT BBB ACCREDITED

    2003 S Dumas Ave

    Dumas, TX 79029

  • THIS LOCATION IS NOT BBB ACCREDITED

    141 I-45 STE E

    Huntsville, TX 77320

  • THIS LOCATION IS NOT BBB ACCREDITED

    1815 Brothers Blvd

    College Station, TX 77845

  • THIS LOCATION IS NOT BBB ACCREDITED

    1900 Texas Ave S

    College Station, TX 77840

  • THIS LOCATION IS NOT BBB ACCREDITED

    1905 Old Hearne Rd

    Bryan, TX 77803

  • THIS LOCATION IS NOT BBB ACCREDITED

    2200 Briarcrest #105

    Bryan, TX 77802

  • THIS LOCATION IS NOT BBB ACCREDITED

    2303 Boonville RdInside Kroger

    Bryan, TX 77808

  • THIS LOCATION IS NOT BBB ACCREDITED

    2500 Daniel McCall Dr

    Lufkin, TX 75904

  • THIS LOCATION IS NOT BBB ACCREDITED

    3535 Longmire DrInside Kroger

    College Station, TX 77845

  • THIS LOCATION IS NOT BBB ACCREDITED

    4810 North St

    Nacogdoches, TX 75965

  • THIS LOCATION IS NOT BBB ACCREDITED

    725 E Villa Maria Rd

    Bryan, TX 77802

  • THIS LOCATION IS NOT BBB ACCREDITED

    949 William D Fitch Pkwy

    College Station, TX 77845

  • THIS LOCATION IS NOT BBB ACCREDITED

    2200 Briarcrest Dr Ste 105Inside Super Wal-mart

    Bryan, TX 77802

  • THIS LOCATION IS NOT BBB ACCREDITED

    2303 Boonville RdInside Kroger

    Bryan, TX 77808

  • THIS LOCATION IS NOT BBB ACCREDITED

    3535 Longmire DrInside Kroger

    College Station, TX 77845

  • THIS LOCATION IS NOT BBB ACCREDITED

    2412 Texas Ave SInside Kroger

    College Station, TX 77840

  • THIS LOCATION IS NOT BBB ACCREDITED

    141 Interstate 45 S Ste EInside Super Wal-mart

    Huntsville, TX 77340

  • THIS LOCATION IS NOT BBB ACCREDITED

    1815 Brothers Blvd

    College Station, TX 77845

  • THIS LOCATION IS NOT BBB ACCREDITED

    3939 Frankford Rd

    Dallas, TX 75287

  • THIS LOCATION IS NOT BBB ACCREDITED

    4811 Wesley St

    Greenville, TX 75401

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    7555 N. Mesa

    El Paso, TX 79912

  • THIS LOCATION IS NOT BBB ACCREDITED

    1500 N. Fabens

    Fabens, TX 79838

  • THIS LOCATION IS NOT BBB ACCREDITED

    1551 Zaragoza Rd

    El Paso, TX 79936

  • THIS LOCATION IS NOT BBB ACCREDITED

    1850 N Zaragoza Rd

    El Paso, TX 79936

  • THIS LOCATION IS NOT BBB ACCREDITED

    4530 Woodrow Bean Transmountain Dr.

    El Paso, TX 79924

  • THIS LOCATION IS NOT BBB ACCREDITED

    5630 N. Desert Blvd.

    El Paso, TX 79912

  • THIS LOCATION IS NOT BBB ACCREDITED

    7101 Gateway Blvd.W

    El Paso, TX 79925

  • THIS LOCATION IS NOT BBB ACCREDITED

    7400 Viscount Blvd.

    El Paso, TX 79925

  • THIS LOCATION IS NOT BBB ACCREDITED

    7555 N. Mesa

    El Paso, TX 79912

  • THIS LOCATION IS NOT BBB ACCREDITED

    9441 Alameda Ave.

    El Paso, TX 79907

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O Box 27257

    El Paso, TX 79926

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 278

    Fabens, TX 79838

  • THIS LOCATION IS NOT BBB ACCREDITED

    1050 BRIDGEWOOD

    FORT WORTH, TX 76112

  • THIS LOCATION IS NOT BBB ACCREDITED

    1060 N MAIN ST

    EULESS, TX 76039

  • THIS LOCATION IS NOT BBB ACCREDITED

    1401 N SAGINAW BLVD

    SAGINAW, TX 76179

  • THIS LOCATION IS NOT BBB ACCREDITED

    1484 SW Wilshire Blvd

    Burleson, TX 76028

  • THIS LOCATION IS NOT BBB ACCREDITED

    1601 WEST ST,-HWY 114

    GRAPEVINE, TX 76051

  • THIS LOCATION IS NOT BBB ACCREDITED

    1732 PRECINCT LINE RD

    HURST, TX 76054

  • THIS LOCATION IS NOT BBB ACCREDITED

    1836 S MAIN ST, STE 102

    WEATHERFORD, TX 76086

  • THIS LOCATION IS NOT BBB ACCREDITED

    2108 BEDFORD RD

    BEDFORD, TX 76021

  • THIS LOCATION IS NOT BBB ACCREDITED

    2109 HARWOOD RD

    BEDFORD, TX 76021

  • THIS LOCATION IS NOT BBB ACCREDITED

    2210 S FIELDER RD

    ARLINGTON, TX 76013

  • THIS LOCATION IS NOT BBB ACCREDITED

    2350 SE GREEN OAKS BLVD

    ARLINGTON, TX 76018

  • THIS LOCATION IS NOT BBB ACCREDITED

    2401 Avondale Haslet Rd

    Haslet, TX 76052

  • THIS LOCATION IS NOT BBB ACCREDITED

    2475 ASCENSION BLVD

    ARLINGTON, TX 76006

  • THIS LOCATION IS NOT BBB ACCREDITED

    2580 ARKANSAS LN

    ARLINGTON, TX 76014

  • THIS LOCATION IS NOT BBB ACCREDITED

    2765 W WASHINGTON ST

    STEPHENVILLE, TX 76401

  • THIS LOCATION IS NOT BBB ACCREDITED

    2801 E I-20

    HUDSON OAKS, TX 76087

  • THIS LOCATION IS NOT BBB ACCREDITED

    2900 Renaissance Square

    Fort Worth, TX 76105

  • THIS LOCATION IS NOT BBB ACCREDITED

    3001 MATLOCK RD

    MANSFIELD, TX 76063

  • THIS LOCATION IS NOT BBB ACCREDITED

    3510 Altamesa Blvd

    Fort Worth, TX 76133

  • THIS LOCATION IS NOT BBB ACCREDITED

    3804 E Highway 377

    Decordova, TX 76049

  • THIS LOCATION IS NOT BBB ACCREDITED

    4101 HWY 121

    BEDFORD, TX 76021

  • THIS LOCATION IS NOT BBB ACCREDITED

    5330 S COOPER ST

    ARLINGTON, TX 76017

  • THIS LOCATION IS NOT BBB ACCREDITED

    601 N FM 1821

    MINERAL WELLS, TX 76067

  • THIS LOCATION IS NOT BBB ACCREDITED

    6080 S HULEN ST

    FORT WORTH, TX 76132

  • THIS LOCATION IS NOT BBB ACCREDITED

    6300 Oakmont Blvd

    Ft Worth, TX 76132

  • THIS LOCATION IS NOT BBB ACCREDITED

    6401 NE Loop 820

    N RICHLAND HILLS, TX 76180

  • THIS LOCATION IS NOT BBB ACCREDITED

    6513 MEADOWBROOK DR

    FORT WORTH, TX 76112

  • THIS LOCATION IS NOT BBB ACCREDITED

    6650 N BEACH ST

    FORT WORTH, TX 76137

  • THIS LOCATION IS NOT BBB ACCREDITED

    6756 W VICKERY BLVD

    FORT WORTH, TX 76116

  • THIS LOCATION IS NOT BBB ACCREDITED

    6770 WESTWORTH BLVD

    WESTWORTH VILLAGE, TX 76114

  • THIS LOCATION IS NOT BBB ACCREDITED

    721 BOYD RD

    AZLE, TX 76020

  • THIS LOCATION IS NOT BBB ACCREDITED

    735 HWY 377 E, STE 100

    GRANBURY, TX 76048

  • THIS LOCATION IS NOT BBB ACCREDITED

    812 S CROWLEY RD

    CROWLEY, TX 76036

  • THIS LOCATION IS NOT BBB ACCREDITED

    8401 ANDERSON BLVD

    FORT WORTH, TX 76120

  • THIS LOCATION IS NOT BBB ACCREDITED

    8840 Benbrook Blvd

    Benbrook, TX 76126

  • THIS LOCATION IS NOT BBB ACCREDITED

    9114 CAMP BOWIE BLVD

    FORT WORTH, TX 76116

  • THIS LOCATION IS NOT BBB ACCREDITED

    915 E RANDOL MILL RD

    ARLINGTON, TX 76011

  • THIS LOCATION IS NOT BBB ACCREDITED

    930 N WALNUT CREEK

    MANSFIELD, TX 76063

  • THIS LOCATION IS NOT BBB ACCREDITED

    945 W LAMAR BLVD

    ARLINGTON, TX 76012

  • THIS LOCATION IS NOT BBB ACCREDITED

    9500 CLIFFORD ST

    FORT WORTH, TX 76108

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    951 SW WILSHIRE BLVD

    BURLESON, TX 76028

  • THIS LOCATION IS NOT BBB ACCREDITED

    1107 South Shaver St.

    Pasadena, TX 77506

  • THIS LOCATION IS NOT BBB ACCREDITED

    121 Highway 332

    Lake Jackson, TX 77566

  • THIS LOCATION IS NOT BBB ACCREDITED

    12620 Woodforest

    Houston, TX 77015

  • THIS LOCATION IS NOT BBB ACCREDITED

    12620 Woodforest

    Houston, TX 77015

  • THIS LOCATION IS NOT BBB ACCREDITED

    14710 WOODFOREST BLVD

    Houston, TX 77015

  • THIS LOCATION IS NOT BBB ACCREDITED

    2300 N. Gessner

    Houston, TX 77080

  • THIS LOCATION IS NOT BBB ACCREDITED

    4533 Garth Rd

    Baytown, TX 77521

  • THIS LOCATION IS NOT BBB ACCREDITED

    4711 airline dr

    Houston, TX 77022

  • THIS LOCATION IS NOT BBB ACCREDITED

    4711 airline dr

    Houston, TX 77022

  • THIS LOCATION IS NOT BBB ACCREDITED

    5367 Antoine

    Houston, TX 77091

  • THIS LOCATION IS NOT BBB ACCREDITED

    5801 Gessner

    Houston, TX 77036

  • THIS LOCATION IS NOT BBB ACCREDITED

    6102 Scott St

    Houston, TX 77021

  • THIS LOCATION IS NOT BBB ACCREDITED

    6322 Telephone Rd

    Houston, TX 77087

  • THIS LOCATION IS NOT BBB ACCREDITED

    704 East DavisP.O. Box 2428

    Conroe, TX 77305

  • THIS LOCATION IS NOT BBB ACCREDITED

    12620 Woodforest

    Houston, TX 77015

  • THIS LOCATION IS NOT BBB ACCREDITED

    12620 Woodforest

    Houston, TX 77015

  • THIS LOCATION IS NOT BBB ACCREDITED

    14710 WOODFOREST BLVD

    Houston, TX 77015

  • THIS LOCATION IS NOT BBB ACCREDITED

    4533 Garth Rd

    Baytown, TX 77521

  • THIS LOCATION IS NOT BBB ACCREDITED

    4711 airline dr

    Houston, TX 77022

  • THIS LOCATION IS NOT BBB ACCREDITED

    4711 airline dr

    Houston, TX 77022

  • THIS LOCATION IS NOT BBB ACCREDITED

    6102 Scott St

    Houston, TX 77021

  • THIS LOCATION IS NOT BBB ACCREDITED

    6322 Telephone Rd

    Houston, TX 77087

  • THIS LOCATION IS NOT BBB ACCREDITED

    1461 Spring Cypress

    Spring, TX 77373

  • THIS LOCATION IS NOT BBB ACCREDITED

    1461 Spring Express Rd

    Spring, TX 77373

  • THIS LOCATION IS NOT BBB ACCREDITED

    Postwood Plaza

    Spring, TX 77373

  • THIS LOCATION IS NOT BBB ACCREDITED

    1501 N I-27 Ste 500

    Plainview, TX 79072

  • THIS LOCATION IS NOT BBB ACCREDITED

    1911 4th St

    Lubbock, TX 79415

  • THIS LOCATION IS NOT BBB ACCREDITED

    407 E State Road 114

    Levelland, TX 79336

  • THIS LOCATION IS NOT BBB ACCREDITED

    4215 S Loop 289

    Lubbock, TX 79423

  • THIS LOCATION IS NOT BBB ACCREDITED

    702 W Loop 289

    Lubbock, TX 79416

  • THIS LOCATION IS NOT BBB ACCREDITED

    5501 Sherwood Way

    San Angelo, TX 76904

  • THIS LOCATION IS NOT BBB ACCREDITED

    3130 Lawrence Rd

    Wichita Falls, TX 76308

  • THIS LOCATION IS NOT BBB ACCREDITED

    2700 Central Fwy

    Wichita Falls, TX 76306

  • THIS LOCATION IS NOT BBB ACCREDITED

    5131 Greenbriar Rd

    Wichita Falls, TX 76302

  • THIS LOCATION IS NOT BBB ACCREDITED

    2121 State Highway 16 S

    Graham, TX 76450

  • THIS LOCATION IS NOT BBB ACCREDITED

    1218 W Loop 281

    Longview, TX 75604

  • THIS LOCATION IS NOT BBB ACCREDITED

    515 E Loop 281

    Longview, TX 75605

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 9985

    Longview, TX 75608

  • THIS LOCATION IS NOT BBB ACCREDITED

    4006 Estes Pkwy

    Longview, TX 75603

  • THIS LOCATION IS NOT BBB ACCREDITED

    5050 Troup Hwy

    Tyler, TX 75707

  • THIS LOCATION IS NOT BBB ACCREDITED

    2223 S Loop 256

    Palestine, TX 75801

  • THIS LOCATION IS NOT BBB ACCREDITED

    105 Centennial Blvd # B

    Lindale, TX 75771

  • THIS LOCATION IS NOT BBB ACCREDITED

    1201 Stone St

    Kilgore, TX 75662

  • THIS LOCATION IS NOT BBB ACCREDITED

    1260 E Tucson Marketplace Blvd

    Tucson, AZ 85701

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Additional Phone Numbers

  • (254) 554-4236(Phone)
  • (800) 677-9801(Phone)
  • (800) 903-7490(Phone)
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Complaint Detail(s)

9/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/6/14 I made a deposit in to the bank branch located in ***** *******, *****. When I got home later that day and got on-line to make a bill payment, my card was denied. So I called the branch where the deposit was made and was told that the reason for my card being declined was, that a couple of weeks ago my card had been cloned by someone that was trying to make purchases using the credit side of my debit card and that the bank disactivated the credit side of the card. My complaint is that, when was the bank going to notify me that my account was in danger, when were they planning on sending me a new card. The bank has many ways of contacting me, by email, phone, mail to inform me of what is going on, even to just give me a heads up that if I try to use the card as credit that it will be denied. But the bank falled to inform me, I was under the impression that is was there responsibility to let there customers know when these things happen to our accounts. I had to pretty much find this out on my own and request to have a new card sent to me. This has been a big inconvienece for me and has made me late on making payments.

Desired Settlement: I would like to be informed, why I was not informed about this danger to the account. Is this how the bank operates it's security department. I do not want to be charged any fees for having used my card that day and it being declined.

Business Response:

Ms. ******* ****** *********

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

Re: Better Business Bureau Case # ********
Dear Ms. *********,

We are in receipt of your recent letter to the Better Business Bureau. Thank you for the opportunity to address your concerns.

On August 6, 2014 we identified the Debit Card assigned to you may have been involved in a data breach. Based on that information, we took the following actions:

·      We sent you the enclosed email on 8/6/14 at 10:10 a.m. If you did not receive this email notification, your browser settings may have prevented the email from being delivered to your inbox.

·      We initiated calls to you at the home and work number appearing in our records. We show a call at 5:47 p.m. was answered and our pre-recorded message telling you Card ending in 1941 may have been involved in a data breach. Our records do not show if the entire message was delivered or if the call was disconnected while the message was playing.

·      We ordered you a new Debit Card and requested expedited delivery. The new Card ending in 7790 was activated on August 12th.

Our records show you have enrolled in Online Banking. While your Debit Card is a convenient way to make payments, you may also wish to enroll in Bill Payment services as another way to pay your bills from your account. This is a free service giving you the flexibility of scheduling recurring or one time payments.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Long story short, I've been a customer for 3 years with 1st CB and up until the beginning portion of this year have had no issues. Several months ago I began to get charged $2.00 anytime I had a declined card attempt, or used another company's ATM (used to pay the atm fee, but not an extra $2 from 1st CB) and then have been penalized a couple times now for a negative balance, DUE to the fees i was being charged. In total, there's been over $80 in fees charged since 6/21 between two of my bank accounts with 1st CB. After 4 separate attempts to rectify the situation, and being denied all 4 times -(Mind you i've had this issue for a few months and up until mid-June, they've always corrected these errors, and did so apologetically; until Mid-June. I've now been told multiple times that they cannot refund those. They've never refunded those. That's a merchant issue.) I now had no option but to resort to a complaint. I also informed them of what I would do if these matters were not addressed with a sense of urgency. Today was the final straw; I did not receive my direct deposit today, 8/14/14, as I should have this morning around 8AM CST. I've spoken with the bank several times today; being denied for my refunded fees, and being told that there's not error on their end and everything's as it should be. My direct deposit was issued yesterday, Wednesday, as it is every week. Between their refusal to assist in refunding my money, due to their system's errors, and their insistent attitude that they're in the right and don't make these mistakes, I've unfortunately had to follow through with reporting this incident and their failures to adequately handle the situation. I do not want to uproot from their services and find a new financial institution, but if these matters are not resolves, or persist, then I'll be forced to do just that. Thank you for your assistance in this matter.

Desired Settlement: I want to have my account stabilized and not have to worry about being charged senseless fees. I was told directly upon my original account opening that I would not have any fees unless I didn't use my debit card 5 times a month. I do that each month as instructed. No other fee's were known upon signing for my account, and I was reassured that IF any issues presented themselves that they'd be resolved. This has not happened and it is my desire to see these matters addressed in a timely manner. I will go to Corporate and to the TX State Attorney General for a formal complaint as well if they push me to that point.

Business Response:

Mr. ****** *****

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

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

Re: Better Business Bureau Case # ********
Dear Mr. *****:

We are in receipt of your recent letter to the Better Business Bureau. We appreciate the opportunity to address your concerns.

As a customer service gesture, we are happy to provide occasional courtesy refunds of disclosed account related fees. We found this to be the case most recently in May and July 2014 when we provided you courtesy refunds of $10.00 on account ending in **** and $14.00 on account ending in **** respectively.

When you opened your accounts, you were given a number of disclosures including the one titled Banking Services/Fee Schedule which told you of any account related fees. The $2.00 fee for Denied Point-of-Sale (PUS) transactions and the $2.00 fee for each withdrawal, balance inquiry, transfer or denied withdrawal on any Non-Gold Key (Foreign) ATMs have been in place since the inception of each of your accounts.

On February 1, 2014 the $35.00 Negative Balance Fee became effective. This fee is assessed on the sixth banking day after your account has been overdrawn for five consecutive banking days. We notified you of this fee change in the account statements dated December 16, 2013 for accounts ending in ****, ****, and ****. Please find a copy of that notice enclosed herein. As outlined in the Deposit Agreement governing the accounts you have with us, if you continue to use the account after the effective date of the change, you are deemed to have accepted the change.

Our records of August 14th show we received an intraday electronic direct deposit of $1,612.54 from *** ****** ********* with a settlement date of August 15th. In order to have made those funds available to you by 8:00 a.m. on the 14th, we would have had to receive them before that time. We posted the funds to your account on August 14th so the funds were available for payment of items presented for payment on the 14th and for your withdrawal on August 15th.

In an effort to resolve your concerns amicably and in appreciation of your tenure with us, we have provided a courtesy refund of $70.0 to account ending in ****. Should you have additional questions, please do not hesitate to contact me directly.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Account was supposed to be closed out on the June 12th by supervisor ******** ******* and she told took debit card back and account card . Went back reopen account with them Supervisor ******** ******* stated never got card back and I was liar . I asked supervisor to roll camera a back on of her taking card then she wouldn't help spoke with manager **** ********* he stated that couldnt help that supervisor wouldn't lie ask him for corporate number he gave me fake number . As of now I'm furious and to file complaint there company now waiting for response Product_Or_Service: Bank account

Desired Settlement: DesiredSettlementID: Not applicable I need my account closed and clear ed from faust transactions made . I need supervisor reported and written up conduct for denying working me .manager needs to be replaced very bad customer service

Business Response:

August 20, 2014

Ms. ***** ******

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

Re: Better Business Bureau Case # ********
Dear Ms. ******:

We are in receipt of your recent letter to the Better Business Bureau. Thank you for taking my call yesterday afternoon and sharing your concerns with me.

While researching your concerns, I found that you submitted a Feedback Form on August 7th and later spoke with my associate, ******** ** who facilitated a call between you and Branch Manager **********. After that call, it was Mr. ******' understanding that we would be receiving a claim of unauthorized activity from you for the $87.00 remotely created check that paid on your account on 6/16/14. As I mentioned in our call, the timeframe for filing that claim has expired.

As part of our investigation, we also reviewed our surveillance footage of your branch visit on 6/11/14 at approximately 6:29 p.m. Unfortunately, we were not able to confirm or refute your assertion that you had given your debit card and account card to our employee ********.

Since your account balance did go to a zero balance on June 12th and you have said it was your intention to the close the account, we have posted credits to your account to restore it to a zero balance and have closed your account. We have also updated your address in our records.

During our call you agreed to remit payment for the $40.00 debit from ******** which

posted to your account on 6/24/14. Please make your payment payable to First National

Bank Texas and mail it to:

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

You also indicated you had been a victim of identity theft so you may wish to place an alert on your credit file with the three major credit reporting agencies — *******, ********, and ***** *****. You may obtain contact information for these agencies on our website by clicking on Fraud Prevention Center and then scrolling down to the Identity Theft section.

At the conclusion of our call, you indicated your concerns had been resolved. If you have a need to contact me, my direct number is ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was assured a full reimbursement of funds due to an overdraft fee that was placed upon my bank checking account. This was verbalized to me through an in-person banker at a local branch, told that the measure that I needed to take was to call the cuatomer service line because they have the power to communicate with the local branch, and when I had called it in to tell them the situation, they refused the full reimbursement as I was personally assured by another representative I would be receiving. I was originally lured into using this bank, by the promise that it was only $1 to join, and that I would be granted overdraft protection, which I requested for my bank provided debit card. They allowed funds to still be transferred when I clearly selected overdraft protection under my initial contract with them. I want to make it known that these people are crooks. They will find any way that they possibly can to make your money THEIRS. I will be pulling my money from this bank ASAP, as well as deactivating my checking and direct deposit accounts with them

Desired Settlement: To have these ludicrous overdraft charges removed from my account and reimbursement of the funds that they have taken from me.

Business Response:

August 25, 2014

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

Re: Better Business Bureau Case # ********
Dear Ms. ****:

We are in receipt of your recent letter to the Better Business Bureau. I appreciate the opportunity to address your concerns.

When you opened your account in October 2013, we discussed our standard overdraft practices with you. You authorized us to use our discretion to authorize and pay overdrafts for ATM and everyday Debit Card transactions when you do not have enough available funds in your account to cover a transaction. At that time, we told you would be charged a per item fee for each debit we paid when you had insufficient available funds. We also told you we will not charge you an overdraft fee if the items we pay are less than $1 per item or result in an available balance that does not overdrawn the account more than $3, including fees.

As shown by the enclosure titled DDA Holds/Transaction History, we used our discretion to pay four items on August 11, 2014 when you did not have sufficient available funds in your account.

While researching your concerns, I had the opportunity to listen to the calls you made to us on August 12, 2014. These calls did not substantiate your allegation you were promised a full refund of all of the overdraft fees from 8/11/14. During the calls you acknowledged you had authorized / initiated the transactions that resulted in an overdraft fee. When you requested a fee refund,our Customer Support Personal Banker reviewed your account to see if you qualified for a courtesy refund. Your account history showed we had previously refunded $104.91 or 100% of the overdraft fees assessed during the last twelve months. While we were not able to accommodate your request for a full refund at this time, we did offer you a courtesy refund of $17.50 which you accepted.

Our records show you visited our branch on August 15th and requested we no longer use our discretion to authorize and pay overdrafts when you do not have enough money in your account for the transactions you are attempting to make. That change was effective on 8/19/14 and we mailed you confirmation of the change (enclosed) on 8/20/14.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was giving a charge on my account that I did not authorize by a motel. I filed a dispute and signed all necessary paperwork. I had to do all the foot work and I never receive my money back. The motel could not produced a receipt and the bank still refused to give my money back with all the over draft fee's it caused. The bank sided with the motel with no evidence. I feel I was done wrong. I never authorize the transaction made and I still had to pay the money back. I am a single mother of two and drive a school bus for a living. I don't make enough money to pay back I do not owe.

Desired Settlement: I would like my 190.00 dallors back and all over draft fee's along with the 65.00 refunded back to my account and the 21.00 I put in my account.

Business Response:

We are in receipt of your recent letter to the Better Business Bureau. We appreciate the opportunity to address your concerns.

Our records show you filed a claim on July 21, 2014 for an alleged unauthorized debit of $190.00 transaction that was presented to us for payment by '**** ****** **** ******* **' on July 1, 2014. As part of our investigation we contacted the merchant who confirmed you had been a guest with them for an extended length of time. The merchant also stated they were willing to work with you to resolve any billing errors. Based on our understanding this was a merchant billing dispute and not unauthorized activity, we sent you the enclosed letter dated July 23"1, 2014.

On August 4th you contacted us and said you were unable to reach the merchant. We then initiated a conference call with you and the merchant. While the call was ongoing, you disconnected from the call. Subsequently, the merchant explained that after you had paid for a five week stay, you paid for an additional week and that payment was the one you were disputing. The merchant said they would provide us with a copy of the $190.00 charge authorized by you.

When we received a copy of your letter to the Better Business Bureau, we noted the merchant copy of the charge had not been received so as a conciliatory gesture to resolve the dispute, we re-instated your claim and took the actions outline in our letter of 8/13/14 (enclosed). After doing so, we received the enclosed merchant receipt with your signature showing you presented you card and signed the authorization for $190.00 on June 25, 2014.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The bank was opened as a student account where all fees were waived as long as I was a student. The account started charging denial fees when there was the appropriate money in the account. I closed my account. My employer forgot to change over my direct deposit so when I called the bank to figure out what to do the bank told me I would have to open the account to have the check but I would be able to close it after 90 days. If before 90 days they will charge my account $25.00. Then I asked what happens if I leave it open for 90 days but with nothing in it they said I will be charged that way to. I said how is that possible because there were many times before I never had money in my account and they said mam I am unsure. I said yall are so unreliable because when my account has been compromised 3 days with 60 - $100 dollars at a time why in the world would I want to keep my account open with my paycheck in it. There was a time where my card was swiped at a ****** gas pump when I dont shop at ****** so I closed the card and re did my account that way it would go under investigation and i could get my money back and it never happened.

Desired Settlement: I mean all the nonsense charges would be nice to have back!

Business Response:

I am in receipt of you recent correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

As stated in your letter, your student status qualified you for a Convenience Checking account when you opened your account ********* on March 17, 2014. At that time, you were given a disclosure packet outlining the terms of the Convenience Checking account as well as a brochure titled Banking Services which detailed all account related charges. We disclosed to you the Convenience Checking account monthly maintenance fee would be waived as lona as the account was enrolled for E-Statements but all other account related fees would apply.

A review of your account history shows you were charged a POS denial fee of $2.00 as follows

·    4/8/14 — A pre-authorization request of $4.80 received from ****** ****** **** when your available balance was $4.21

·    5/6/14 - A pre-authorization request of $100.00 received from *********** when your available balance was $51.75

·    6/23/14 a pre-authorization request of $100.00 received from ***** **** **** your available balance was $52.71

·    6/24/14 a pre-authorization request of $7.75 received from **** ** ****** when your available balance was $2.71.

We show you were issued a new Debit Card on 5/13/14 but we have no record of an unauthorized activity claim from you. Please review your account statements. If you identify transactions not authorized by you call Customer Support at ************ to file a claim.

You closed your account on June 27, 2014. On July 7, 2014 you called us for help after learning your July 1 1 th paycheck would be electronically deposited to your former account. At that time, we advised you the direct deposit would be returned back to your 

employer and this process could take 2-3 business days. You asked for alternatives to receive your funds sooner. As an accommodation to you, we suggested you open a new account and request the direct deposit to account **** 'be swapped' to the new account. When you inquired if the new account would be subject to fees, you were advised that normal account fees would apply. You were also advised there was a $25.00 fee if the account was closed within 90 days of opening.

Our records show that you established Convenience Checking account ********* on July 9, 2014. You were provided a disclosure package which included "A Clear and Concise Guide to Convenience Checking" (enclosed) which outlines the requirements to waive a monthly maintenance fee. We posted your electronic deposit to this new account on July 10, 2014.

Based on recent events concerning your account relationship, another financial institution may better meet your needs. Therefore we have closed your account and have enclosed a cashier's check for $8.85 representing the balance in your account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On July 10, 2014 i went to ********** ****** ** **** ******* to open a checking account. I deposit 5.00 to open, then 50.00 the following day. On July 12, 2012 i went to ****** resturant and my debit card declined. I paid cash for purchase then called customer service, I tried to see the problem concerning my card. They could't access my account because my Drivers ID number was wrong, The number didn't match my ID number that i provided while i opened the account, I called branch and spoke to Branch Manager because i provided my social security card, ID, and another debit card for verification, in which, the assistant manager made a copy of all documents. First Convenience Bank Set off my account of my deposit of 55.00 because i had a prior account with a negative balance. I have never had a account with First Convenience Bank. I resquest all documents of this account but nothing was provided. I was a victum of Identity theft, and i did not open this account and i want this removed asap. The Bank charged me a 2.00 card denial fee, so now my account is negative 2.00. I have a police report concerning Identity theft with *********** Police department, ***** ****** Sheriff Department, FBI I-C Unit. I will report this to the Federal Trade Center next.

Desired Settlement: I will provide a Identity theft report to First Convenience Bank, and a copy of police report. I also want full detail of set off, and the reason they put wrong ID number to my account when i provided correct information. I want some kind of settlement for harming my name without notification prior to opening account. Bank put wrong information to open account while i provided them with actual Identification. I have never lived in*****, or any sourrounding areas. I need the document stating my correct identification for this set off.

Business Response:

Dear Mr. ***************:

We are in receipt of your recent letter to the Better Business Bureau and appreciate the opportunity to address your concerns. We show the $2.00 point of sale denial fee mentioned in your letter was refunded to you on July 17`11. We have also received your claim of identity theft and will provide response to that separately.

While researching your concerns, we found you first established an account relationship with us under the name of *** * ******** on 8/21/2002. Enclosed please find copies of the signature card for account ********* completed that day as well as a photo of you taken on 12/3/2002 during a branch visit. This account was charged off on 1/07/2013 when an overdraft of $719.36 remained outstanding for 30 days.

We also found you opened account********* on 11/15/2012 using the name of *** * ****************. For your reference, we have enclosed the signature card and photo documenting that event. This account was charged off on 1/22/2013 when an overdraft of $270.01 remained unresolved.

As shown by the signature card (enclosed) for account ending in****, you opened this account on July 10, 2014 in the name of *** ******* ********* The surveillance photos of the account opening show you to be the same person who opened the aforementioned accounts ending in**** and****.

On July 12th we exercised our right of set-off and transferred the balance in account xxxxx **** to account*********. Please take this opportunity to make a deposit of $934.37 to resolve the outstanding amounts still due us.

Consumer Response: 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,

*** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 1st convince takes money away from you available balance when a charge is pending and if a charge posts before another charge posted they charge you an over draft fee even though they are taking money away from you available balance, then when the charge that is pending posts to the account you also get a fee for that charge because from the charge that posted first you received an overdraft fee.They don't take money from the account until transactions to the account post but they take it away from the available balance and then if you go over your AVAILBLE balance anything that posts you will be charged a fee and even though the are taking money away from the available balance for a specific charge when that charge posts they give a fee for it too. My story is I made 4 transactions and got 4 overdraft fees even though I had the money in my account...They are ripping people off by doing this!! FRAUD!!PLEASE call me I can explain it better.

Desired Settlement: I am looking to get a refund for 2 of the 4 charges that they gave me overdraft charges for!! This is FRAUD what they are doing.!!!

Business Response:

Dear Ms. ******:

I am in receipt of your recent correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

I show you opened checking account ending in **** on February 04, 2014. At that time we provided you with a disclosure packet which included the terms, conditions, and fee schedule governing your account relationship with us. You were asked to review the options available to you regarding our overdraft policies and make a choice whether you want us to use our discretion to pay ATM and everyday debit card transactions when there are not sufficient available funds to cover them. You selected this choice and confirmed your election with your initials on the signature card. You may change your decision at anytime by calling us at ************ or by stopping by your local branch.

When you called Customer Support on July 11, our representatives confirmed with you that the Bank pays items presenting for payment based on the available balance. The available balance includes the amount you have on deposit from the prior banking day minus (a) deposits that are not yet available for withdrawal under our funds availability policy, (b) pending debit card or other transactions that we are legally obligated to pay, or have already paid out in cash, (c) other pending transactions like ACH debit transactions, and (d) any hold on your account to comply with court orders or other legal requirements. To help you understand the fees assessed you on 7/4/14, 7/5/14, and 7/9/14 I have enclosed documents titled DDA Holds/Transaction History outlining the transaction history reviewed with you during the call.

When a debit card transaction is completed, a "Hold" is placed on available funds in your account until (a) the charge is presented by the merchant and clears your account or (b) up to a maximum of three banking days, whichever is sooner. Funds on hold are not available for withdrawals, payment of checks or other debits. If the charge is not presented by the 3rd day, the "hold" is released. However, a merchant has up to 90 day to present a transaction for payment so you should continue to carry the transaction amount as an outstanding item in your transaction register. In order to avoid unwanted fees, never assume that the item will pay in a specific order and always use your transaction register to keep track of your account balance.

As a gentle reminder, the account will not be assessed an overdraft or non-sufficient funds fee if at the time you write a check or otherwise authorize a payment from your account, there are sufficient available funds on deposit to cover all previously authorized outstanding debits as well as the new transaction being initiated.

Our records show that we have given you several courtesy fee refunds in the past with the most recent refund occurring on June 18(11. At this time, your account will not be considered for additional refunds.

As a way to avoid overdraft fees, you may wish to enroll in AccountTRANSFER. Our AccountTRANSFER Overdraft Protection Plan allows you to put money aside in a separate "transfer from" account and link it to your checking account. Please stop by any of our convenient locations for more information on this product.

Consumer Response: 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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/18/2014 Problems with Product/Service | Complaint Details Unavailable
7/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The First National Bank is trying rid me off. I never order checks for this account. I never used this acct. I call First National Bank and spoke to the Supervisor. I ask her to close the acct she said that she would. I wasn't using the account at all. I called several time to close the account to no prevail. They didn't do it left it open until they decided to charge it off with the bank fee in it. This is wrong you don't make money off of me. Now this account is charge off with a balance of 132.00. I didn't even know I just happen to call to see about the account should be close. I called the bank several time and ask to speak to a supervisor I was told ***** would call me back that never happen. I want this remove off of me this is wrong by the bank.

Desired Settlement: I would like my name remove from the charge off acct ease the fee that shouldn't be on me.

Business Response:

Dear Ms. *****,

I am in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

We show that you established a Power Checking account with us on February 15, 2013. At that time, we provided you with a disclosure packet outlining the terms, conditions, and fee schedule governing your account relationship with us. In the disclosure packet, the Power Checking Account disclosure provides information on how to avoid the $12.00 monthly mainte***** fee and the Banking Services/ Fee Schedule outlines the Point-Of-Sale (POS) Denial fee, and the negative balance fee. You were also provided with monthly statements during the tenure of your account.

You made frequent use of your account by completing debit card transactions which assisted you in avoiding the monthly mainte***** fee. However, during your July 2013 statement cycle, you did not meet any of the qualifiers to avoid a monthly mainte***** fee. This resulted in the assessment of the monthly mainte***** fee of $12.00 which overdrew the account. Because the account remained negative for five (5) consecutive banking days, a $2.49 daily negative balance fee began to assess on the sixth banking day.

When you contacted us on August 17, 2013, we provided you with courtesy refunds totaling $54.33 which restored your account to good standing. On August 21st, a payment request from iLA Mobile Apps presented to your account for payment against an insufficient available balance. The debit card transaction was declined and the disclosed Point-Of-Sale (POS) Denial fee of $2.00 brought your account balance to ($.71). When the overdraft was not corrected, the disclosed negative balance fee was assessed.

You contacted us on September 12, 2013 and we again provided you with refunds totaling $39.84 to assist you with the negative account balance. We show no record that you made a deposit to resolve the remaining overdrawn balance in your account or requested the closure of your checking account. On October 20, 2013 after sixty (60) consecutive days with a negative balance, your account was charged off in the amount of $132.98.

Although fees were assessed in accordance with the account disclosure, we have credited your account in the amount of $132.98. Your account is now closed at a zero balance.

Consumer Response: 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,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have an issues with two lost checks in one envelope that could be very serious because I am disabled, no family, no longer drive, have limited income, the checks have never been received and the people live 10 minutes from me and I have sent emails through the First Convenience website and ask simple questions or probabilities and even possible assistance with waiver of fees as I don't have the money but it took three days to get an original email response. I responded back immediately with a few more ideas and questions, luckily checks still have not cleared and are lost or will come back. I have health issues and this exaserbates it and I feel like sometimes because I am not a wealthy or healthy person, I am kind of looked down on when I ask for possible help. Checks **** for 270.00 to **** ******* and **** for 30.00 to **** ********. They have been missing for almost I mailed them on the 27th dated July 2 I think. I was going to pay back help she gave me. She didn't want the money and told me to use it as needed she would shred checks. She is wealthy. She has never gotten checks as of to date. I cannot these checks trying to clear or taking money from me and I have a check to deposit 07/11 that would cover these checks. I need food, to pay electric, and some medicine and this is help from a friend, ****** ****** and I have a copy of the check if needed to prove it. He lives in Atlanta, is wealth and we are old friends.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I am writing to ***** ******** *** *** ********* ********* *** ** to adivse them of the issue and see if they will consider one time help. I don't usually use checks, I mostly use my DC and if I do use checks it is auto draft or directly to merchant. I don't mail them. I am sorry to even complain.

Consumer Response: 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.

I have been able with the bank to amicbly resolve my issue and am very happy.  


Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The bank has taken out $130.00 out of my account without my knowledge or me knowing what it is. I called ###-###-#### and gave them my information and that I needed to file a fraud claim and the lady told me that it was a bank adjustment from something previous... I haven't been into a branch location for about a month! A month later this transaction came out on my account. Again, called the 800 number for them to state that they had their supervisors look at it and printed out a description of the charge and they couldn't find anything on it and cant tell me what it is. I have checks coming through and automatic payments. I cannot afford for banking agents to make mistakes then take my money out months later! This is HORRIBLE business practices and I do not appreciate being a loyal customer for long to have them do this to me!

Desired Settlement: I need my $130.00 back into my account IMMEDIATELY! This was not my error. The bank needs to pay for their less than qualified tellers mistakes and satisfy their customers.

Business Response:

Dear Ms. *****,

I am in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

On May 30, 2014, our records show you purchased two money orders of $212.46 and $695.00 respectively. The money order transaction totaled $907.46. Our records indicate you paid our employee $777.46 in cash. You also cashed a check for $130.00 and that amount was deposited to your account.

After balancing, the teller who assisted you was short $130.00 in her cash count. An investigation ensued and it was determined the cash shortage was associated with your transaction. We apologize we were not able to reach you before the adjustment to your account occurred.

Your correspondence was shared with District Manager Justin Turner who immediately contacted you by phone to discuss the money order purchases that resulted in the $130.00 debit adjustment. Although the debit adjustment did not result in a fee to your account, Justin issued you a credit of $***** as a good will gesture. At the end of the phone call, you expressed your appreciation for the refund and indicated that our explanation had resolved your concerns.

Consumer Response: 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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Currently am a member of the Bank. I perform almost all my business with the bank online. Recently the bank has changed their online banking security. This is good. However, on the website they directly tell members to make a phone call to various phone numbers to register for a new pin number. After multiple calls to the various numbers I was told that I had to go to the bank in person. My banking online is for a reason. I live over 30 minutes from the nearest bank. If I could have resolved this issue over the phone the service that they offer would have been as advertised. This is not the case. They ackowledge that the website is wrong and that the service is incorrectly stated. However, they have not fixed this issue.

Desired Settlement: This online service is a very big reason for my business with this bank. Due to the nature of the false advertising on the site I may not be able to correctly identify my account balance. As I personally am responcible enough to keep a log of expenditures of my own this should not be a major problem. However, this change to their online advertised service and part of their banking package could result in very large fees and penalties that far exceed my own personal finances. I am asking that they immediately take down the information about their online pin registration. Call or contact every single person that they have as a member and inform them directly of the error. Then, they need come up with at least an apology or compensation for any issues that they may have created with customers that use their online service for banking needs.

Business Response:

Dear Mr. Arnold,

1 am in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

As discussed with **** ********t, ****** *****, when you first enrolled in Online Banking on December 24, 2009, you were asked to establish a four digit telephone PIN. Our Customer Support phone numbers are provided on our website and on the step by step instructional guide to assist in the establishment of a telephone banking PIN. Once a telephone PIN is established and an Online Banking account is created, you are then required to enter your username, verify your identity, and confirm your password to access your account through Online Banking. Customers who wish to reset their telephone PIN are invited to contact Customer Support or visit their local branch.

Our records show you last accessed your Online Banking account on January 16, 2014. You participated in a Live Chat on April 19, 2014 to receive assistance in resetting your telephone PIN. We provided you with our Customer Support phone number as displayed on our website and you confirmed you were able to access your account online.

In addition to Online Banking, we also offer mobile banking and our telephone automated customer service system to assist our customers in managing their accounts. Mobile banking gives customers the freedom to monitor account activity using a mobile device and the opportunity to receive email or text message low balance alerts.

Should you require additional assistance with the enrollment process for mobile banking, you may call Customer Support at ###-###-####.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution worked as a work around but was not addressing the original issue. All that needs to be done is that they look at the phone numbers that they have on their pages and ensure that perform the functionality they pose. I was able to take extra measures and it fixed my problem.  I'm fine with the company. It's a simple typo.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The bank offers to help it's customers borrow money and pay it back within a 6 month period. Supposedly so that we can build up our credit rating. I was told I could overdraw my account, apply for the loan at the end of the month but now I'm out of my monthly Social Security Disability and unable to pay this month's rent. The bank charged me a total of $140.00 in overdraft fees and an additional $2.00 for an attempt made by our cable subscriber to get paid for a recent service request on our behalf. Please please please take action as soon as possible because I'm not the only one who has been greatly affected by their business practice tactics!!!

Desired Settlement: This banking institution needs to stop advertising and/or luring innocent bank customers into believing that it's a second chance bank and that we can borrow money through a 6 month short term repayment plan. I am one of many of their bank customers to have suffered their illegal tactics in luring us into a loan, not getting approved and now I'm don't have my Social Security Disability Check to pay this month's rent. Once again, I am not the only one that has been greatly affected financially there are many others out there. The staff in their loan department are very rude, inconsiderate, and act as if they personally the one who we are asking to borrow money from? Now we are seriously concerned about how we are going to pay our rent and how we are going to survive with what was left after paying our rent? Please take action as soon as possible! Please please please!!!!!!

Business Response:

 

Dear Ms. *****,

I am in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

When you opened your account on January 30, 2014, we disclosed your account comes with our standard overdraft practices — meaning we may, at our discretion, authorize and pay overdrafts for automated bill payments and checks and other transactions made using your checking account number. Additionally, you gave consent for us to use our discretion to authorize and pay overdrafts for ATM and everyday Debit Card transactions when you did not have sufficient available funds for the transaction you were requesting to conduct.

Our records indicate that you utilized our overdraft practices when you asked to overdraw your account on May 15th and again on June 6th. On each occasion, we used our discretion to approve a withdrawal for more than the available balance of your account.

When you shared the financial challenges you were having with Branch Manager *******, he suggested that you consider applying for a Fresh Start Loan, which if approved, would allow you to pay back your overdraft in monthly payments. To be eligible for this type of loan, your account had to be open a minimum of four months.

We received your Fresh Start Loan application on May 30th. After careful review and consideration, we were unable to approve the request as submitted. You were informed of the denial status when you called us on May 31st.

On June 3rd you spoke to one of our lending staff who said the loan request could be reconsidered if you provided other income sources. On June 5, you gave us information on your child support income and asked that your application be resubmitted. Unfortunately, the application still reflected excessive obligations in relation to income.

Although we are unable to assist you with a Fresh Start Loan at this time, we have reduced the 
outstanding overdraft on your account with fee refunds totaling $142.00.



Consumer Response: Complaint: ********

I am rejecting this response because: I fully understood the fact that overdraft fees are incurred when the bank approves an overdraft withdrawal. I am grateful for having received a credit of $142.00 back into my account which now shows a negative balance of ($728.00).

 
The letter you and I received doesn't give me any other options as to how I can payback the negative balance. There is no way that I can continue to have a negative account balance every month. This is not what I expected or much less wanted to happen with my bank account. The staff at this local bank are more than professional and outstanding bank representatives who go out of there way to help their loyal customers like myself. This is not the first time I bank with you all, this is my second time that I reopen an account with you all. I lost my unemployment benefits in June of 2013 and my husband lost his job back in August of 2013 which led to my previous account to be negative. We made a promised to Mr. Mike ****** that we would not fail him in paying back the money owed to him/bank. My Social Security Disability was granted at the beginning of this year and when we received my lump sum check it was then that my then outstanding balance was paid off and a new account was opened for me. 
 
So now I/we ask what is this financial institution willing to do for us to clear and pay off the current negative balance on my account. I dispute $941.00 but only got a credit of $142.00. The staff in the lending department are the ones who are very rude and unprofessional not the local bank staff. 

Regards,

**** *****

Business Response:

Dear Ms. *****,

It was my pleasure to speak with you by phone and discuss the concerns you outlined in your letter to the Better Business Bureau. I have shared your feedback with the appropriate party for training purposes.

As discussed, you may restore your account to good standing by making a deposit to cover the remaining negative balance at any of our branches or by mailing a check or money order to First Convenience Bank, Attention: Mail Teller, **** *** **** ******** ** ******

Upon receipt of a merchant letter stating they submitted a debit for payment in error, we will refund any fees we assessed related solely to that error. You may forward supporting documentation from the merchant or check collection service by fax to *************

At the conclusion of the call, you stated you were satisfied with the resolution and you would continue your account relationship.

Consumer Response: Complaint:********

I am rejecting this response because: of the fact that it was never my intention to end up with a negative balance. I accepted the credits they honored but not the fact that as a result of not being able to pay back the loan respectively through a loan/monthly installment.

Regards,

*********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I feel as though this bank is coming up with additional charges every month. They charged me a $2.00 fee when my debit card was denied, therefore causing one of my transactions to put me in overdraft. Then the bank charged me another $35.00 for that overdraft. This has happened numerous times and last month they charged me 2 fees for the same transactions. When I called them to ask why they charged me, they could not give me an explanation. They did reimburse me for the twice charged fee but I am tired of them making money by taking it from me. I don't believe that it's fair that they can just make up and add all of these charges each month. Since I have started banking with them, they have started charging a 35.00 fee if the account is negative for more than 6 days (which this is not the case for me). They started charging 2.00 if we use an ATM that is not with their branch. it seems as though they come up with a different charge every other month. Is this legal? It seems to me that they are robbing ***** to pay ****. Furthermore, when I signed up with this bank, these charges were NOT part of my contract. This is ridiculous how they **** people of their money.

Desired Settlement: I feel as though they should reimburse me the fees because it was their fees that caused this to happen. I went back to March and the total fees minus the fess that they have reimbursed are $118.00. I also don't believe that they should have the right to charge me 2.00 if I use another ATM or if my card is denied. What rights do they have to make this possible? I already pay a fee for using another ATM to the provider of that specific ATM. Why does my bank charge me? If my card is denied, how does it effect my bank? Why do they charge me 2.00 for that? I want to know how this is legal?

Business Response:

Dear Ms. ********,

It was my pleasure to speak with you by phone and discuss the concerns you outlined in your letter to the Better Business Bureau.

As discussed, when you opened your account on November 22, 2013, we provided you with a disclosure packet which included the terms, conditions, and fee schedule governing your account relationship with us. The Banking Services brochure outlines all account-related fees including the Foreign ATM fee, Point-Of-Sale (POS) denial fee, and the per-item Non Sufficient funds /Overdraft fees. A copy of the disclosure packet has been sent to your email address on file.

As a reminder, it is important to maintain a transaction activity record of all initiated payments and related bank fees. As a goodwill gesture, a courtesy refund of $41.00 was credited to your account. At the conclusion of the call, you stated you were satisfied with the resolution and you would continue your account relationship.

You then asked me to share with Assistant Branch Manager Amy, your positive feedback regarding the level of customer service she provided to you when you visited your local banking center. Should you require further information or assistance, you are welcome to submit a Customer Feedback form, participate in Live Chat, or you may contact me directly at ************.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: About two weeks ago I realized a transaction was going to go through on my account that I did not have sufficient funds for. After I got off of work I rushed over to the bank and deposited $40 cash hoping that would cover the charge. I was told that it would not be available until the next day but I thought that since it would still be pending then if my charge went through then I would not be charged an NSF fee considering the money I deposited was cash. Of course that is exactly what did not happen, when I called the number on my phone to discuss it with someone we kept going in circles of policy vs. gray area. I asked to speak to a manager and was told there was not one available and they would have to have someone call me back at a later time. I waited quite some time and when that did not happen I decided to visit my local branch for more answers. Again I was told that basically even though I tried to catch the charge and deposited money into my account before the bank closed because business days end at five there was nothing and could have been nothing that I could do. I am not sure where in your policy it states that there will ever be a time that a bank can charge me and NSF and there be absolutely nothing I could do. Think about how that sounds. There is an unspoken rule between bank and customer, you properly hold and distribute my money and I do not spend more money than I have in my account. What happens when your own policy affects me? Despite what I tried to do after five pm and before eight am if anything happens in my account I am just out of luck? After arguing with the teller for 20 minutes one of the other tellers, I am assuming she was some kind of management because she did not identify herself, said that she would give me half of the NSF fee back but because it was no error of the bank they could not refund the entire thing. I could tell it was a “shut up and get out of here” kind of refund almost like bribery for me to leave quietly. What do you do when it was also no error on my part? When is there a time that it is ever ok for you to tell me that there was nothing I could do and no matter what this bank would be allowed to charge me an NSF fee? Since you have a department of policy citers and they will read this and quote some obscure policy that makes this all my fault and none of theirs please tell me the paragraph and line number of the policy that makes it ok to outwardly steal people’s hard earned money. That was the second to last reason I closed my account with this bank, the last straw came about a week after that. On a Friday I had some errands to run and things to buy I made sure to keep a close watch on my account so that there would be no reason for NSF fees to be charged to my account. When all was said and done I had $2.40 left in my bank account. I know it is not much but that is just how things ended up. I made sure to not spend another dime because I have direct deposit and I knew at the end of the following week I would get paid. On the following Monday I had to withdraw $20 out of my savings account. I tried to do this with my debit card at the First Convenience Banks ATM in ****** but for some reason it would not let me take it out directly from my savings account. I feel if that had been possible then maybe I would not be here writing you this letter but I digress. I texted my bank and it said that my $2.40 was holding strong, then I transferred the $20 from my savings to my checking account, take into account I am still standing in front of the ATM, I then took the $20 out of my account and went about my day. Tuesday night I had a bad feeling I texted my bank and low and behold I was overdrawn. I will admit the reason I was overdrawn was of my own volition. There was a once a year charge from my gym that I completely forgot about and it went through completely decimating my $2.40 and replacing it with a negative sum of around seventy something dollars. My issue is an NSF fee I was charged for taking the $20 out of my account. I was unaware that ATM withdraws were something that pended until the following day. You can see on my bank statement where the transfer was accepted and then a day later my $20 came out. That is what I am confused about. I never realized so many things pended and were delayed and of course conveniently come out of bank accounts in such a way that it is beneficial to the bank. What is the purpose of this letter you are probably asking yourself by now, and it is reform. Stop stealing people’s money change your policies. There should never be a gray area where you can charge NSF fees and because of some policy somewhere that no one has ever seen besides yourselves you get away with it. I believe ***** and ***** ***** were sued for the way that they allowed transactions to be withdrawn from accounts. If a judge said it was unfair then I am pretty sure they would say it was unfair what you are doing now. Please people work hard to earn their money and they choose your bank, you should also choose to keep your people and stop this NSF fee madness. I paid my fees and closed my account and moved on. I do not expect you to refund any money or anything like that. What I would like is just that you sit down and look at these policies and sincerely think about what you are doing to people. It is wrong. Sincerely, Another Human Being

Desired Settlement: I am not looking for a settlement or money or anything I just hope that you will look into these issues and seriously consider reformation. I hope that you realize that every dollar you make there is a hardworking person behind it who has bills, kids, problems, and a whole life that you can affect.

Business Response:

Dear Ms. *****,

I am in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

When you opened your account, we provided you with a disclosure packet outlining the terms, conditions, and fee schedule governing your account relationship with us. The Deposit Agreement provides detailed information on the order in which withdrawals and deposits are processed, discloses that the Bank pays transactions based upon the available balance, and outlines our funds availability policy.

Our funds availability policy states, "Our policy is to make funds from your deposits available to you on the first (1st) banking day after the day we receive your deposit.. .For determining the availability of your deposits, every day is a banking day, except Easter Sunday, Thanksgiving Day and Christmas Day.. .if you make a deposit after 5:00 p.m., or on a day we are not open, we will consider that the deposit was made on the next banking day we are open."

We show that you made a cash deposit of $40.00 at 6:30 p.m. on May 19, 2014. Since the deposit was completed after 5:00 p.m., the deposit was considered made on the banking day May 20th. In a subsequent call you made to Customer Support, you acknowledged that the teller made you aware that the deposit would not be available until the next day.

On May 1 9th, a payment request of $21.70 from ****** ******* presented for payment. Your available balance was $1.63 so we used our discretion, as authorized by you, to overdraft your account and pay the item. The disclosed per-item overdraft fee was asscsscd.

When you visited your local branch on May 20, 2014, Personal Banker *********, reviewed with you our funds availability policy and offered other alternatives such as Online Banking Account Transfer to deposit funds into your account. To assist you with your overdrawn balance, ********* provided you with a courtesy refund of $17.50.

You mentioned in your letter to the Better Business Bureau that you had experienced problems withdrawing funds from your savings account at an ATM. Our records show you have a sole owner checking account and a joint owner checking account but no savings account.

We did find on June 2, 2014, you attempted to withdraw $20.00 at 8:13 p.m. from your sole owner checking account but the transaction was denied because the Debit MasterCard® used was for your joint checking account. Later that evening at approximately 8:26 p.m., you used the same card to withdraw $20.00 from your joint checking account. A pre-authorization hold was immediately placed on the funds and the transaction posted to your account on June 3, 2014.

When you contacted Customer Support on June 4, 2014, Customer Support representative ******* explained this $20.00 withdrawal was completed after the end of the banking day of June 2nd so was posted to the account on the following banking day.


 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name is ***** ****** and my phone number is **********. My address is **** ******* ***** *******. I have an issue with first convenience bank where they lied about one of their services and that is how got suckered into a bank account there. I have paid off a loan three times with them and again. I am paying off the same loan again. they also have told me that they were going to forgive an hundred dollars.of the loan. Now they keep adding and changing the remaining balance. I just want them to remove the remaining charges that promised to.

Desired Settlement: see Attached document

Business Response:

Dear Mr. ******,

I am in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

Our records show you received a $1,124.52 Fresh Start Loan on August 3, 2009. You agreed to repay the loan in 12 monthly installments with an automatic transfer from your First Convenience Bank checking account ending in ****. On April 27, 2010, you signed a Loan Payment Auto Transfer form authorizing the bank to debit your new checking account ending in **** for the remaining installments.

Our records show your last loan payment was received on May 3, 2010. After funds were not available in your account to make the scheduled transfer payments, the loan was charged off for $295.17 on August 2, 2010. Further search of our records show checking account **** charged off in the amount of $731.77 on July 6,2010

On April 30, 2014, you made a cash deposit of $176.15 toward the charged off Fresh Start Loan. Although we are unable to verify if you were promised a refund of $100.00, as a good will gesture, District Manager ***** ****, credited your new checking account ending in **** with courtesy refunds totaling $158.00. ***** then transferred $119.02 to pay off the remaining charged off balance of your Fresh Start Loan.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged $105.00 over draft fee for a -$.34. When I contact the bank they stayed that even though I made almost $400.00 in deposits two days before, basically they went back and charged me $35.00 for each item after the cash was deposited. This purchases were my made 2 days after the cash was deposited. I asked how could that be right they couldn't explain. Then customer service rep. gave me a run down of the things purchased and the available balance was completely different from what my account detail showed. When asked why, I was told that they could send a request for a branch manager to contact me. I then asked why would I need to speak with a branch manager if your the customer service supervisor. She could explain and just keep repeating herself. Needless to say I spoke with 3 customer service reps. 1 customer service supervisor, and 2 branch managers. Still NO help.

Desired Settlement: $105.00

Business Response:

Dear Ms. ******:

We are in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

When you opened your account, we provided you with a disclosure packet outlining the terms, conditions, and fee schedule governing your account relationship with us. Included therein, we declared if we choose to pay items into the overdraft we will not charge you an Overdraft fee if the items we pay are less than $1 per item or result in an available balance that does not overdraw the account more than $3, including fees.

The Deposit Agreement tells you that the Bank pays items presenting for payment based upon your available balance. The available balance is defined as the amount you have on deposit from the prior banking day minus (a) deposits that are not yet available for withdrawal under our funds availability policy, (b) debit card or other transactions that we are legally obligated to pay, or have already paid out in cash, (c) other pending transactions like ACH debit transactions, and (d) any holds on your account to comply with court orders or other legal requirements.

Please note that it is still possible for you to overdraw your Account even though the Available Balance shows there are sufficient funds to cover a transaction that you want to make. The Available Balance may not reflect all of your Card transactions. In some cases a Merchant may not present a transaction for pre-authorization. When they do present a transaction for pre-authorization, a Merchant pre-authorization Hold on your Account will decrease your Available Balance for up to three (3) Banking Days or up to thirty (30) Banking Days for certain types of Card transactions (including but not limited to car rental transactions and international transactions). If a Merchant does not submit the corresponding preauthorized transaction for payment within timeframes listed previously, our automated systems will release the pre-authorization Hold on your Account. The Available Balance will not reflect this transaction until it has been presented for payment to us and posted to your Account.

On June 6, 2014, our records show your available balance was $272.27 when you initiated transactions totaling $278.76. The record of the call you made to Customer Support on June 10th confirmed our representative Victor reviewed with you your account history and  explained that merchant holds reduce the amount available to pay checks and other debits that are presented to the bank for payment. To assist you with your overdrawn balance, Victor provided a courtesy refund of $35.00.

We show you called Customer Support on June 17th and spoke with ****** who again reviewed your account history and explained that if you initiate items in excess of your available balance you could be assessed a per-item overdraft fee when the items present to your account for final payment. A courtesy refund of $35.00 was again provided you.

Branch Manager ******** reports that she spoke with you on June 19th. She provided you with documents titled DDA Holds/Transaction History outlining the activity which resulted in overdrafts. As a goodwill gesture, ******** refunded $89.21 to your account.

As you are aware, you may utilize Online Banking and Mobile Banking to help you in reconciling your account and track your available balance. You may wish to enable text alerts to receive notifications of when your balance has fallen below the designated amount.

Consumer Response: 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. Only because after speaking with several workers, one took the time to actually review my account, and found that the problem is not with me or my account like I tried to clarify. But it was a purchase that was made at a restaurant and a certain amount was taken out and then they went back and took out a different account that included the tip. Once that happened everything else automatically went negative regardless if the balance was positive. So I want to thank the Branch Manager ******** for actually caring, and not just blowing me off. She was very sweet and understanding.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: In January, I acrued nearly $200 in overdraft fees for using my account when funds were "Available" due to direct deposit. The company advertises that your direct deposit will post a day earlier than your normal pay date in order use your funds. This is what brings most customers for the availability and access to his/her money earlier. In January, my normal payday was set for 1/17 but the direct deposit occured on 1/16(a day early). As long as I have had the account, when the funds were "Available" I would use them. However, on this occasion when I used my funds I accrued overdraft fees because the funds could not be used. I contacted customer service and was advised that just because the funds are showing "Available" it doesn't mean that it's the "Current" balance. In other words, I had to wait until the following day to use the funds. Since I used the funds under the impression that they were "Available", this caused my account to go into a negative balance and overdraft fees to accumulated. Since this incident, I have refrained from using the funds until the actual pay date because I'm afraid I'll be charged overdraft fees. My complaint is that, I want a refund of the overdraft fees for false advertising. The funds are deposited a day early but you can't use them until the actual pay date.

Desired Settlement: $175 for the overdraft fees

Business Response:

Dear Ms. ********,

Upon receipt of your correspondence to the Better Business Bureau, our representative ******* contacted you by phone and was able to satisfactorily resolve your concerns. During the call, ******* confirmed, when you opened your account, you had given us your permission to use our discretion to pay ATM and everyday Debit Card transactions when you do not have enough available funds to cover the transaction.

She clarified that it is still possible to overdraw your account even though the available balance shows there are sufficient available funds to cover a transaction that you want to make. She explained that the available balance may not reflect all of your Debit Card transactions if the merchant does not present a transaction for pre-authorization and would not reflect any outstanding checks, automatic payments such as mobile or online bill payments, and ACH and recurring Card transactions you have scheduled/authorized.

******* disclosed when a merchant presents a Card transaction for pre-approval and it is authorized by us, a merchant pre-authorization hold is placed and may decrease your available balance up to 3 banking days or up to 30 days for some types of transactions to include but not limited to car rentals and international transactions. If a merchant does not submit the corresponding pre-authorization transaction for payment within the timelines mentioned, our automated systems will release the pre-authorization merchant hold. Your available balance will not reflect this transaction until it is presented to us for payment and posted to your account.

As a good will gesture, ******* offered a fee refund of $70.00 which you accepted. You also stated you no 

longer wanted us to participate in our overdraft services. Your request has been processed and will be effective on June 16, 2014.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband received an alert on our account that 900.00 was charged through someone purchasing ********* giftcards for 100.00 a piece. There was even an alert on our account of Fraud. They told him he had to come in and get a new card. They credited the account back 900.00 but told him the merchant may try to put it through again but assured us that we could call and have it taken off. Well today I saw it. So he called. All of a sudden there are no notes on our account that this even happened. Even the alert I saw yesterday is gone. They are telling us they have no record of this happening and we now have to wait until it posts and then dispute it. Even though they were the ones that closed his card and he had to get another one yesterday . This is wrong and they need to be investigated!

Desired Settlement: Apology from them, and acknowledgement that this happend, and them to take care of this fraud issue and return our money.

Business Response:

Dear Ms. ****,

We are in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns. We realize it can be unsettling to have unauthorized activity on your account.

We show we phoned your husband ***** on June 8th when our monitoring systems alerted us to unusual card activity on *****'s debit card. Mr. **** confirmed he had not authorized nine ********* transactions totaling $900.00 which appeared as pending transactions on your joint account. Our representative informed your husband we would close his debit card and initiate the process to send him a new card. We also asked him to monitor his account and contact us should the transactions post to the account so a formal claim could be opened enabling us to refund the unauthorized transaction amounts along with any related fees.

On June 10th, your husband contacted us to let us know the ********* transactions were again reflected as pending transactions. That night, the transactions were presented for payment and posted to your account.

On June 11th you called and filed a claim of unauthorized activity. As shown by the enclosed letter, we credited the $900.00 back to your account.

Consumer Response: 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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Response: Phone call-dispute-tape recorded conversation (06/02/2014)I was threaten by the Banks employee todayDear CEO:A check of five hundred did not clear my account (03/2014). Therefore, a sum of four-hundred and forty dollars plus fees totaling over 200 dollars has been paid to 1st National Bank of Killeen as of June 2, 2014.Over-draft fee of 300.00 plus another 140.00 has been removed from the account( does not include fees your bank has charged in addition to fees the other Bank has charged due to you sending the check though the account several times.But your Bank has managed to send the check to collect payment for the same check on 3 different times.As you know that is against the law. You have managed to violate my right as a customer trying to collect 3 times for a check that originally was sent up under my over-draft protection plan.I want all fees waived due to the fact your office has collect fees illegally. You have managed to send the check back for payment in May (this also caused an overdraft in my other account).IF this matter is not address we will be seeking legal actions against the bank for 10 times the amount you have managed to charge and draft my account.Sincerely ******** ****** ******************************** ****** ** ********* ** ******* *****

Desired Settlement: I want all Bank fees removed and stop sending the check though the account 3 or fours and do not threaten me.

Business Response:

Dear Ms. ******,

I am in receipt of your correspondence to the Better Business Bureau and find that we have addressed your concerns in our letter dated June 6, 2014. I have enclosed a copy of the response for your reference.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 2/10/14 12:13am MST my debit card was fraudulently charged an amount of $47.00 with a description of (2/10/14 ******** **** ***** *** ***** ***** ******. At the time of the charge I was at home asleep with the debit card in my possession.2/15/14 I noticed the fraudulent charge and called ###-###-#### to dispute the charge. The person I spoke to assured me that my money would be refunded to me within ten days of my phone call. He instructed me to go into my local bank to sign a Cardholder Dispute Form so the branch can fax it into the main office for review. That following Tuesday 2/18/14 1pm MST I went into the branch to sign the paperwork. Clerk behind the counter stated he would fax in the form immediately.2/21/14 I received a message from a ******* ****** from the phone number ###-###-#### stating the had not received my signed form. 2/21/14 I spoke directly to ******* and explained I had already entered the bank to fill out the required form and informed her that my work schedule does not allow for me to be returning to the bank multiple times because First National Bank employees are not competent enough to fax a form to its necessary destination. She promised to contact the branch manager to locate the form and have my money refunded to me immediately. ******* also promised to contact me within 24hrs of that phone call with an outcome. 2/24/14 I had not received a follow up and called her. She placed the blame on a manager and took no responsibility for not following up. Said the form was lost and I needed to go back to the branch. She requested that take a picture of the form and email it to her directly to avoid any further delay of the claim and stressed that lost dispute forms are a common occurrence! 2/28 I signed the form at the bank and emailed ******* at 12:34pm MST the copy of the form, 12:35pm MST she confirmed the receipt of the form and stated to expect my refund by 3/3. 3/3 ******* stated she never received the form, even though she sent me a confirmation email.

Desired Settlement: DesiredSettlementID: Refund I am requesting immediate refund of the full amount $47.00. I will be escalating my claim as far as possible and plan on contacting the Attorney General. Unlike First National Bank, I will be keeping my promise. And I hope to see a reprimand on the employee who lied multiple times and instilled nothing but mistrust and distaste for the company as a whole.

Business Response:

Dear Ms. *****:

We are in receipt of your letter to the Better Business Bureau (BBB) and appreciate the opportunity to respond to your concerns. Please accept our apologies that your claim was not handled as promised.

The case was denied on March 6, 2014. After receiving your Feedback Form dated March 14th, we worked with a claims resolution specialist who took a second look at your claim. Since we were unable to identify the merchant, we paid your claim final on March 24th with a credit to your account of $47.00.

Should you require further information or assistance, please do not hesitate to contact me directly at *************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have an excessive amount of fees on my account that are grossly unwarranted. I agreed to ONE $35 fee is an item is PAID and overdrafts my account. I agreed to ONE $2 fee if a transaction I MYSELF attempt is declined. I was never told about any additional fees, and I surely would not have agreed to this institution charging me an exorbitant amount of fees just because they're looking for a quick buck. The only fees I should owe is $37 period. My account is over $467 overdrawn due to fees. I've made multiple attempts to reconcile this situation. I've also tried to stop payment on any further transactions and even close my account. No one is willing to do anything. This is horrendous business practices.

Desired Settlement: These fees need to be credited to my account immediately. I will then zero out my account and close it and take my business elsewhere.

Business Response:

Dear Ms. ********,

We are in receipt of your letter to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

We show you opened a checking account and a savings account on February 28, 2014. At that time we provided you with a disclosure packet which included the terms, conditions, and fee schedule governing your account relationship with us. You were asked to review the options available to you regarding our overdraft policies and make a choice whether you want us to use our discretion to pay ATM and everyday debit card transactions when there are not sufficient available funds to cover them. You selected this choice and confirmed your election with your initials on the signature card. Copies of the disclosure and the signature card are enclosed for your reference.

You also enrolled in AccountTRANSFER, a contractual agreement for overdraft protection. Your savings was the "transfer from" account while your checking was the "transfer to" account. This means that if debit transactions are presented for payment for more than your checking account available balance, we will make one transfer per day of available funds from the "transfer from" account to cover the non-sufficient funds (NSF) items. If the "transfer from" account does not have sufficient available funds to cover the overdraft, all available funds will be transferred. After the AccountTRANSFER transaction is completed, any debit items not covered by this process will still be subject to a per-item overdraft or non-sufficient funds fee.

As illustrated by the enclosed document entitled DDA Holds/Transactions History for April 15th, you authorized transactions totaling $114.27 against a beginning balance of $33.24. Based on you AccountTRANSFER agreement, a transfer of $3.92 was made from your savings to your checking account. Unfortunately, this was not sufficient to cover all items presented for payment and you were assessed an overdraft fee for both the $16.00 and $69.90 transactions.

On April 18th a non-sufficient funds fee was assessed when the $20.00 transaction to National Agents was presented for payment and returned unpaid for insufficient available funds as illustrated by the enclosed DDA Holds/Transactions History for that date.

Listening to the recording of your call to customer support May 4
th, we found our representative made several attempts to clarify the types of transactions which would result in either non-sufficient funds or overdraft fees, but you stood firm in your position.

In seeking to reach an amicable resolution to your concerns, we have processed a courtesy refund of $105.00 to your account. There are several choices available to you to remedy the remaining overdrawn balance of your account. You may:

·         make a deposit sufficient to resolve the overdraft and bring the account to a zero or positive balance.

·         be eligible to receive a Fresh Start Loan. This product is designed specifically to assist with repayment of an existing overdraft at our bank with repayment terms of up to 6 (six) months. For more information or to apply for a Fresh Start Loan, you may:

m  Visit your local branch and speak to a bank representative

m  Contact Customer Support at ************

m  Visit our website at ************** click loans, click consumer, click fresh start loans

·         choose to accelerate the charge-off of your account without entering into a repayment plan. For more information or to choose this option, you may:

m  Visit your local branch and speak to a bank representative

m  Contact Customer Support at ************

m  Respond to this letter in writing indicating your choice to accelerate the charge-off of your account

Consumer Response: Complaint: ********

I am rejecting this response because:

 
This is by no means an adequate resolution to the issue I had submitted the complaint about. Since my original complaint on 5/4/2014, fees on my account have increased several hundred dollars. The current balance on my account as of today is negative $510.11, after the mere $105 "courtesy credit" that was applied to the negative $615.11 balance. The bank only explained three overdraft fees in their response, only one of which was made aware to me when filling out the banking documentation for overdraft protection.It was clearly stated to me at this time that I would be assessed ONE fee of $35 for overdraft protection if my savings couldn't cover the transaction, and no mention of subsequent fees thereafter. I have vision impairment and cannot read fine print, so I requested the bank representative to explain it to me at that time, and proceeded based on this explanation. Furthermore, when I spoke with another bank representative on the phone, I stated explicitly that I did not authorize any further transactions on my account and to have it frozen immediately. This was blatantly disregarded as multiple additional charges have ensued since 5/4/14. The only options the bank has offered is for me to pay the fees I do not owe in full, take out a loan to cover the fees I do not owe, or to charge off the account and have the debt I do not owe go against my credit. This is outlandish and unjustified. I have no choice but to continue to pursue adequate rectification at any length until my account is fully credited any and all fees but the $35 I actually owe.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My account was again overdrafted and I was charged 3 times. The previous time I was overdrafted I paid, and kept my account open hoping that it wouldn't happen again. Now that it has, I'm very upset and only want my money back.

Desired Settlement: DesiredSettlementID: Refund I want the overdraft fee erased.

Business Response:

Dear Ms. *******,

We are in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

We show you opened checking account ending in -**** on February 6, 2014. At that time we provided you with a disclosure packet which included the terms, conditions, and fee schedule governing your account relationship with us. You were asked to review the options available to you regarding our overdraft practices and make a choice whether you want us to use our discretion to pay ATM and everyday debit card transactions when there are not sufficient available funds to cover them. You selected this choice and confirmed your election with your initials on the signature card (copies enclosed).

Please review the enclosed documents entitled DDA Holds/Transactions History showing your transaction activity on April 28th and 29th when your account became overdrawn. Based on your overdraft election, we used our discretion to approve and pay transactions into the overdraft and assessed the associated per item overdraft fee.

When you visited Branch Supervisor **** on May 6th to understand why your account was overdrawn, he provided you with information regarding how transactions post to your account, the activity which led to the overdrawn balance, and a courtesy refund of $35.00 or half the fees assessed.

The following information is provided to help you avoid overdrafts going forward.

We suggest you maintain an accurate transaction record of your account to avoid unwanted fees. The account will not be assessed an overdraft or non-sufficient funds fee if at the time you write a check or otherwise authorize a payment from your account, there are sufficient available funds on deposit to cover all previously authorized outstanding debits as well as the new transaction being initiated.

Several tools are available to you to assist you in reconciling your account and tracking your available balance. In addition to your online banking account and our 24 hour telephone automated customer service system, you may elect to receive text or email account balance or activity alerts. You can activate text and email alerts through your online banking account.

You may also wish to enroll in AccountTRANSFER, a contractual agreement for overdraft protection. Simply open a "transfer from" account in addition to your checking account. Then, if debit transactions are presented for payment for more than your checking account available balance, we will make one transfer per day of available funds from the "transfer from" account to cover the non-sufficient funds (NSF) items. If the "transfer from" account does not have sufficient available funds to cover the overdraft, all available funds will be transferred. Regardless of the number of non-sufficient funds items, only one transfer fee will be assessed. After the AccountTRANSFER transaction is completed, any debit items not covered by this process will still be subject to a per-item non-sufficient funds or overdraft fee. Please see our Banking Services and Important Account Disclosure brochures for additional information.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Feb. 10, 2014 I ran across a website "***-**********"; I decided to check my credit score. There was a notice that I needed to cancel my membership before a certain date to prevent a withdrawal from my bank account. The initial withdrawal was one dollar to check my credit score. After checking my credit score I canceled the membership the same day. I had about $11.00 dollars in that account, and I did not wish to be a member so I canceled the membership. Two months later I went to the bank and was informed that my account was in the negative for $60.98. First National Bank of Texas charged me a $2.00 fee each time ***-********** tried to withdraw money from my account. The account is now $60.98-. I called customer service at inquiring about the debits from ***-Scorsense and asked them to reverse those charges. As of this day, that has not happened. The account number at First National Bank is: *********. Please help me resolve this matter. Thank you, ****** ******

Desired Settlement: I would like the $60.98- to be reversed for acct #*********.

Business Response:

Dear Ms. ******,

We are in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

When you called Customer Support on April 6th to understand how your account had become overdrawn, we provided you with information on the POS Denial fees related to the merchant **************. You informed us that it was your intention to receive your credit score for $1 and that you cancelled the subscription to **************.

Our representative provided you information to have the merchant fax us a letter of error for the subsequent attempts to debit your account so that we could provide a refund of the associated fees. Unfortunately, we do not show that the merchant's fax was ever received SO the account was charged-off after 60 consecutive days with a negative balance.

In appreciation of your banking relationship with us we have provided a refund of fees sufficient to resolve the charge-off. After all adjustments, the balance in your checking account ending in -**** is $25.02.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had nothing but bad service with this bank. They have done nothing but give me a run around regarding when I will have access to my funds and repeatedly get a different story every time I call them. When I call the 800 customer service # they tell me they cant help me only the branch I took my check to can give me the help I need. I have payments due and have now had to have help paying my child support payment cause I couldn't pay it myself due to the hold on my acct when I have asked for corporates number they tell me I have to speak with the branch manager but she is never available to speak with me. Product_Or_Service: Bank Acct

Desired Settlement: DesiredSettlementID: No settlement requested - for I am wanting my funds available I don't wish to pay late fees for rent I have had to borrow money from friends and co workers for gas to get back and forth to work I shouldn't have to do that. I want their customer service efforts to improve. I will most likely be closing my account with this bank for their lack of efforts of help!!!

Business Response:

Dear Ms,*****,

I am in receipt of your letter to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

When you established your account with us, we provided you a disclosure packet which included our Funds Availability Policy, This policy strictly complies with Federal Reserve Regulation CC and is posted in each of our branch locations. Another copy of the policy is enclosed for your reference.

We show that you deposited a check for $702.74 on April 26, 2014. At the time of your deposit, you were informed that the funds would not be available for seven business days and provided with a notice of delayed availability letter (copy enclosed).

You contacted customer support April 28th to get clarification of when the deposit would be available to you. After confirming the seven business day hold, the representative suggested that you visit the branch at which you made the deposit to request that funds be made available early.

After you spoke to assistant manager ***** ** on April 30, she was able to verify that the check would be paid and requested that your funds be released early. The hold was canceled and funds made available to you that same day.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: MBut they bank card has been charged over and over again for the same unauthorized charges, and overdraft fees. I tried to dispute them but they Told me I have to close my account

Desired Settlement: I just want the unauthorized charges put back on my card

Business Response:

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

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

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

Re: Better Business Bureau Case #********
Dear Ms. ******,

We are in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

On April 26111, when you contacted us to understand how your account became overdrawn, our representative provided an explanation of the account activity which led to overdraft fee assessment. You expressed some confusion as to the transaction posting process along with an uncertainty about having completed some of the transactions. Our representative explained the unauthorized debit activity claim filing process at which point another individual came on the line and asked that the call be escalated to a supervisor.

Once the call was escalated, we received your permission to speak with your mother, ******** ******. Ms. ****** stated she was uncertain if you had initiated any of the transactions but wanted the assessed overdraft fees of $140.00 to be removed immediately. Our representative explained that overdraft fees related to disputed transactions would be refunded in the claims resolution process if the investigation confirms unauthorized debit activity. As a courtesy, our representative provided a refund of $70.00.

The only transactions specifically identified as unauthorized during the conversation were the $5.00 POS purchase for ****** *****, $13.62 for ****** ***** and $7.05 for ****** *****. Based on that information, an unauthorized debit activity claim was filed on your behalf. The enclosed letter outlines our findings of your claim.

In your letter to the Better Business Bureau, you stated that we requested that your account be closed. It is not our practice to close an account when disputed debit card activity is reported. We do close the debit card associated with these transactions.

A copy of your account statement dated May 13, 2014 is enclosed. Please take some time to review the transaction activity and report any additional unauthorized transactions to us by visiting a branch location or by calling ************ or ************* select Option 2 and then Option 4 to reach a Dispute Analyst. They are available to assist you Monday — Friday 7:00 a.m. to 9:00 p.m., Saturday 8:00 a.m. to 5:00 p.m. and Sunday 10:00 a.m. to 5:00 p.m. Once a claim is filed, an investigation will be completed within the timelines described in our Electronic Funds Transfer disclosure provided at time of account opening.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is the second time I have used First Convenience Bank. At the time of this notice, First Convenience Bank has fraudulently charged my account in the amount of $210.00 in alleged NSF fees. First Convenience Bank has received notification that these charges are invalid and refuse to correct the issue. The charges was from ******** originally and the bank declined the 1st charge with a sufficient balance. (please request screenshot as evidence)Then the bank failed to make any payment to them causing my account to go negative. First Convenience Bank then proceeded to charge another fee to my account 20 minutes before a direct deposit was applied to my account. When I called in to First Convenience Bank to request a correction on the account and they proceeded to tell me that this is a T-Mobile issue and I need to resolve the issue with them. While ******** was to not process charges until 4-18-2014, the charges SHOULD have been paid because the financial institution did have the ability to process payment with funds in the account.

Desired Settlement: First Convenience Bank is indebted to me $210.00 and I demand payment to be applied to the account to avoid further actions being taken against the institution.

Business Response:

Dear Mr. **********,

We are in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

We show you opened checking account ending in -2186 on April 3, 2014. At that time we provided you with a disclosure packet which included the terms, conditions, and fee schedule governing your account relationship with us. You were asked to review the options available to you regarding our overdraft policies and make a choice whether you want us to use our discretion to pay ATM and everyday debit card transactions when there are not sufficient available funds to cover them. You selected this choice and confirmed your election with your initials on the signature card (copies enclosed).

As stated in the disclosures, we use our discretion to pay items presenting for payment based on the available balance in your account. The available balance includes the amount you have on deposit from the prior banking day minus (a) deposits that are not yet available for withdrawal under our funds availability policy, (b) debit card or other transactions that we are legally obligated to pay, or have already paid out in cash, (c) other pending transactions like ACH debit transactions, and (d) any hold on your account to comply with court orders or other legal requirements.

Enclosed please find documents titled Deposit/Hold Transaction History outlining your account activity on April 7, 8, 15, 16 and 17. As illustrated in these documents, ******** presented transactions against insufficient available funds through April 16th. After the end of the April 16th banking day, your direct deposit with a settlement (posting) date of April 17th was received. Based on that information, we stopped the return of the ******** debit of $70.43 presented for payment on April 16th and paid the debit by overdrawing your account. We also adjusted your fee assessment record to reflect the 4/16 NSF fee as an overdraft fee. To be clear, you were only assessed one fee for this $70.43 debit transaction.

While researching your concerns, we listened to a recording of your phone call on April 22. During the call with supervisor ********, you indicated that ******** would not provide you with a letter stating that payment requests were erroneously submitted prior to the April 18
1h date mentioned in your letter. In recognition of your efforts, ******** offered a refund of $52.50 which you indicated resolved the matter to your satisfaction.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am dealing with the bank service issue because of there online banking, I went to the banking center and asked them to explain me regarding the overdraft fee's that I got on my account as they were not showing the right balances. The Banker ****** who works @ the *** * ***** ***** **** inside ******* told me its one of the merchant error as they posted the charges on your account and removed it from your balance and thats the reason you got this and when i asked her so now you tell me where it is my fault she said its not bank error and we wont be able to do anything for you after a long argue she said she can only waive one overdraft fee, and wont be able to do anything else. She said you need to deal with the merchant, my thing is if you'r online banking is not showing the right information how can you blame this to other business, I am not satisfied with this bank and their employees completely ignorant and will treat you like you are no value to them.I dont want to come across harsh but this is what you end up getting when these small banks wants to make money and thats how they make there money.I want all my overdraft charges refunded and close this accountThanks

Desired Settlement: DesiredSettlementID: No settlement requested - for Account needs to be @ 0 Balance and closed!!!!

Business Response:

Re: Better Business Bureau Case #********
Dear Ms. *****,

It was a pleasure to speak with you about the concerns outlined in your letter to the Better Business Bureau.

We talked about the way a debit card transaction clears your account and how your account became overdrawn. After listening to the recording of previous phone calls you made to customer support, we found that you were not provided with a sufficient explanation of how your account became overdrawn and why the *** ****** transaction took several days to post to your account.

As discussed, your account was credited for an additional $***** reducing you overdraft balance to negative -$28.22. You appreciated the refund and indicated that you would be making a deposit to cover the overdraft in May when you received your next paycheck.

Should you require further information or assistance, please do not hesitate to contact me directly at *************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Charges were placed on my credit card without my permission. Several day later, the Bank refuse to take my complaint without me using their words

Desired Settlement: I want my money placed back in my account today

Business Response: Dear Ms. ******,

We are in receipt of your correspondence to the Better Business Bureau and find that we previously addressed your concerns. Enclosed is a copy of our response for your reference.
You submitted these same concerns on a Feedback Form located on our website. On April 7th, employee ******** *. contacted you and provided an explanation of the charges to your account and information on the transactions that caused your account to become overdrawn.

******** also made you aware of the courtesy refund outlined in our earlier response. As the call concluded, you expressed your appreciation for the refund and indicated that our explanation was satisfactory.


 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently visited **** lounge on Saturday March 8th. At the time, I received 3 holds placed on my account one for *****, one for *****, and the other for *****. The first 2 holds were the actual charges that should have and were processed by 1stcb on 3/10/14. However, the hold for ***** never paid out but remained as pending causing me to incur 3 over draft fees totaling ****** for items that were presented while the hold was still reflecting; as well as a ***** negative balance fee. I spoke to the banker ******#****, who told me that instead of filing a cliam for the charges that should have not been presented to my bank in the first place; I should just have the company send a fax,they are asking that a fax be sent a Merchant Error Letter that states you had no intention on collecting both the ***** and the *****; as they are both for the same bill, and to please waive the fees that were assessed to the account due to this accidental operator error. I called the lounge and the manager ***** ********* - stated they never even presented that amount to my bank in the first place; he offered to send his records to the banker and myself as proof; I then called the bank and asked that we have a 3 way call to explain why Mr.********* needed to send a fax for something he claimed his lounge did not do; the banker allowed the 3 way call; while on the call the banker could not prove as to how or why it happened - simply stated the lounge must have made a mistake. Mr. ********* did not argue, though fraustrated - he simply got the fax number and sent the fax to the bank on 3/20/14. as of today the bank claims they did not recieve the fax. Meantime, my account is yet having more fees assessed because companies are presenting for money that was promised to them, but due to this matter the checks are being denied. I called today to talk with the manager of 1stcb, Dalmas was his name, he said unfortunately, until he has the letter in hand his hands are tied. The error was clear, yet he can not provide refund until the fax is received. I said so basically as the customer I am stuck between 2 businesses - I reviewed my account with him and he could see if that error had not happen I would have had all the funds and would have never hit negative. As the customer I asked him that if they can see that how; come they can't rectify the matter, he said he couldn't because the fax has not been rec'vd. So now I am stuck waiting on this fax and getting assessed fee after fee. This is poor banking/customer service and it feels that the only thig that matters to this bank is charging customers with absurd fees(mind you if I call more than 17 times in a month I will get assessed a fee for each additional call, I am sure that will happen soon, seeing as this matter is ongoing) . Not only is this hendering my credit restoration with companies who are trying to help me get on track financially, it is also taking food out of my 19 month old child's mouth. It would be one thing if the back could not see the error, but the error is clear! So I asked if I could file a claim for the unapproved charges and Dalmas the manager told me no because they have not presented the charge to be paid, so there is nothing to file a claim on. Which means the company could lie and say they sent a fax, and the bank can lie and say they never rec'vd the fax and continue to apply fees to my account, without any consideration to the person that matters, which is the customer! If I can not file a claim and can not control this fax situation, what am I to do to get the problem resloved? How do I get my money back? Please help. My call reference number for today with ****** *** ********

Desired Settlement: I would like for 1stCB to honor the fact that this is indeed an error and refund all fees that I have gotten because the of error. As of today that would be ******** * over draft charges and *****: negative balance fee) and plus a new ***** NSF (for a check presented, that could not clear this week). I want this matter resloved and in a timely fashion. Thanks!

Business Response:

Dear Ms. ********,

It was my pleasure to speak with you this morning about the concerns expressed in your letter to the Better Business Bureau.

As discussed, our records show that the fax from the merchant was received March 28, 2014. At that time we provided courtesy refunds of fees associated with the pre-authorized debit totaling $****** to your account. After re-calculating your transaction activity, I found that an additional $***** in fees should have been refunded. That refund was credited to your account today.

Should you require further information or assistance, please do not hesitate to contact me directly at *************

Consumer Response: 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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: To whom it May concern, I recently opened this account as a secondary checking to allow me to save money in my USAA bank account. USAA is a military banking institution and they do not have walk-in branches so it appealed to me to have a local bank near my AFB where I could walk in and speak to a representative. However i had no intention of opening this account when i passed by the counter in the *******t location. The teller at the location (young female), got my attention and proceeded to tell me all the benefits of the absolutely FREE checking account, and "super-freindly" bank. Ultimately I declined because I had a bank account already that I was very happy with. To which her reply was, it will take less than 5 minutes to open the account. The young lady was true to her word, unfortunately for me. She quickly took my ID card and gave me a temporary card, NOT MENTIONING THE BANKS OVERDRAFT PRACTICES, and repeatedly staing there were no banks fees, as long as i kept my direct deposit on this account. I asked her repeatedly because i was skeptical, about checking accounts being giving away for free. Again she advised that there were no fees and as long as i kept my direct deposit the account would even qualify me for a line of credit. I had heard these kinds of promises before at less than credible institutions and I told the young lady at this point, that I did not want any credit, nor did I want to opt in to any overdraft programs. Now I have been charged over 630.00 in Overdraft Fees and that is only in the last 30 days. This is not my primary checking account as I stated previously, and I will admit I do not monitor it closely. But I do know that I have my civilian paycheck being deposited in this account for the past 4 months and I have a negative balance. I keep a ledger and my outgoing expenses for the past 30 days total 594.57 and my total credits to the account total 1249.62. It is completely unethical and reprehensible to me that the inordinate amount of overdraft fees being charged to my account is precisely the reason that my account is negative. I am not overspending, i am being overcharged to spend. I have read the legislation published by the FDIC in regrds to this matter and have enclosed an excerprt here: "Regulation E Requirements Under new Regulation E requirements that took effect on July 1, 2010, institutions must provide notice and a reasonable opportunity for customers to opt-in to the payment of ATM and POS overdrafts for a fee. In complying with these requirements, institutions should not attempt to steer frequent users of fee-based overdraft products to opt-in to these programs while obscuring the availability of alternatives. Targeting customers who may be least able to afford such products such as through aggressive advertising or other promotional activities can raise safety and soundness concerns about potentially unsustainable consumer debt. Any steering activity with respect to credit products raises potential legal issues, including fair lending, and concerns about unfair or deceptive acts or practices (UDAPs), among others, and will be closely scrutinized. Although the FRB did not address the payment of overdrafts resulting from non-electronic transactions, such as paper checks or automated clearing house (ACH) transfers, the FDIC believes institutions should allow customers to decline overdraft coverage (i.e., opt-out) for these transactions and honor an opt-out request." First National Bank of Texas did not honor my opt out request. In addtion, they used steering and misleading sales tactics to get me to sign up, and charged inordinate and incongruent amounts of fees to the transactions that were being charged. In the inception of this acocunt I specifically asked not to be signed up for any credit or overdraft protection programs, and the representative did so anyway. I am outraged and horrified when I think about how long this has gone on and how many otheres with limited incomes this bank has perpetuated into a cycle of debt. If this matter is not resolved and the amount of the overdraft fees of $630 returned. I will continue to escalate this matter, and I am not above seeking legal representation and class action suit.

Desired Settlement: I would like a refund of the overdraft charges to my account in the amount of $630, this is in no way full recompense for the potential financial damages that the bank has actually incurred since i have had the account. However I will attribute the remaining loss to my neglect to ensure that the company was living up to the representative's sales pitch. In addition I would like to formally "opt-out" of all future overdraft protection. If I am not given the option to opt out, I will close the account and seek counsel with an attorney and file a complaint with the FDIC. I am certain I am not the only young adult military member that this bank has targeted.

Business Response:

Dear Mr. ********,

We are in receipt of your letter to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

We show you opened a checking account and a savings account on October 26, 2013. At that time we provided you with a disclosure packet which included the terms, conditions, and fee schedule governing your account relationship with us. You were asked to review the options available to you regarding our overdraft policies and make a choice whether you want us to use our discretion to pay ATM and everyday debit card transactions when there are not sufficient available funds to cover them. You selected this choice and confirmed your election with your initials on the signature card (copy enclosed).

We have no record of a request to change your election until March 12, 2014 when you requested that we no longer pay any items when there are not sufficient funds to cover them.

Enclosed please find the document entitled DDA Holds/Transactions History which shows your account activity on January 15, 2014 when you used your debit card and authorized transactions totaling $100.00 against an available balance of $13.16. We used our discretion to approve and pay these items and assessed the disclosed per-item fee for each paid transaction when your available balance was insufficient to cover the amount of that item. Please take some time to review the account activity and read through the last page which contains important information on how overdrafts are assessed and what you may do to report unauthorized activity on your account.

The following information is provided to help you avoid overdrafts going forward.

We suggest you maintain an accurate transaction record of your account to avoid unwanted fees. The account will not be assessed an overdraft or non-sufficient funds fee if at the time you write a check or otherwise authorize a payment from your account, there are sufficient available funds on deposit to cover all previously authorized outstanding debits as well as the new transaction being initiated, 

Several tools are available to you to assist you in reconciling your account and tracking your available balance. In addition to your online banking account and. our 24 hour telephone automated customer service system, we offer text alerts through our free mobile banking service. You can also elect to receive email alerts through your online banking account.

You may also wish to enroll in AccountTRANSFER, a contractual agreement for overdraft protection. Simply open a "transfer from" account in. addition to your checking account. Then, if debit transactions are presented for payment for more than your checking account available balance, we will make one transfer per day of available funds from the "transfer from" account to cover the non-sufficient funds (NSF) items. If the "transfer from" account does not have sufficient available funds to cover the overdraft, all available funds will be transferred. Regardless of the number of non-sufficient funds items, only one transfer fee will be assessed. After the AccountTRANSFER transaction is completed, any debit items not covered by this process will still be subject to a per-item non-sufficient funds fee. Please see our Banking Services and Important Account Disclosure brochures for additional information.

The last three monthly checking account statements are enclosed for your reference. You may submit payment for the remainder of the outstanding negative balance by making a deposit at any of our branches or mailing a check or money order to First Convenience Bank, Attention: **** ******* ** *** **** ******** ***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: First Convenience Bank has been calling my cell phone no less than two times a week asking for a Miss ******* (spelling uncertain). This has been going on for 4 months now. Every time they call, I tell them they have the wrong number. The phone calls have not stopped even though I have told them that there is no one at my number by that name. They state that they will correct the records and yet the phone calls keep occurring. This has become an issue of harassment now and regardless of the fact that I have explained it is the wrong number they keep calling me (as late as 9:37PM). The last time I called I was simply hung upon. I tried to block their 800 number but now they call me from a local number. It has become a burden for me to keep telling them they have the wrong number!

Desired Settlement: First Convenience Bank removes my phone number from their system or whatever file they have which lists my number as someone else in their system. My phone number is *************

Business Response:

Dear Mr. *******,

It was my pleasure to speak with you by phone about the concerns outlined in your letter to the Better Business Bureau. As discussed, your phone number ************ has been removed from any association to an individual at this institution.

Consumer Response: 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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have previously filed a complaint ID number *******. The Bank said they were going to deposit 206.82 back into my account and they never did.

Desired Settlement: For them to complete the agreement

Business Response:

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

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

Re: Better Business Bureau Case # *******

Dear Ms. *******,

In response to your follow up letter to the Better Business Bureau, please be advised that a refund of $206.82 was credited to your account on March 10, 2014. We sincerely apologize for our oversight in taking this action.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This will be the second time I have reported this business because of billing dispute. I have been an account holder with first convenience bank for a few years now, and until recently had not been using my account because I left my job and thus have no funds being deposited regularly anymore. The last time I used the account, I had a balance in the negative for a little over ten dollars. I made a huge mistake by trying to use my account as of a few days ago. I am a single mother and a full time student as well as unemployed at this time. So the only funds I have to purchase books and supplies as well as other needs is disbursed to a different account 2 times a year in a lump sum. I misplaced my debit card for the account associated with my financial aid and therefore decided to try and wire transfer some funds to the only account I could which was my first convenience. I sent 300.00 and tried to call and check my balance/ go online but my online account was locked, customer service was closed, and the automated system wouldn't let me access my balance because my account was apparently deactivated at this point as I later learned on my first phone call with customer service. So then I tried to stop the wire transfer and have yet to figure that out through the other bank. the next day I called first convenience because no funds had posted to the card despite the wire transfer's confirmation. The lady I spoke with told me my account had been deactivated and that it was 200 some odd dollars in the negative att his point from all the negative balance fees and charge back fee. I then requested for them to stop the wire transfer or decline it back to my other account because I needed my funds to purchase books and didn't want to lose my money to this despicable bank AGAIN. She informed me the wire department was closed. The next day the funds posted and left me with 60$ out of 300. I cannot get my books, cannot buy groceries, and when I called and finally got a manager he waived 20 DOLLARS AS A RESOLUTION AND TOLD ME UNFORTUNATELY THEY HAVE POLICIES THAT IF THEY DIDNT MAKE AN ERROR THEN THEY DONT HAVE TO RETURN MY MONEY. I DIDNT WANT THE TRANSFER TO GO THROUGH TO MY ACCOUNT BECAUSE I KNEW IT WOULD LAND ME BACK INTO A SITUATION WITH THIS BANK ACCOUNT BECAUSE THEY CON THEIR CUSTOMERS OUT OF THEIR MONEY. I DO NOT HAVE A JOB, THIS IS THE ONLY MONEY I HAVE FOR MY BOOKS, MY FAMILY AND MY HOME. TO TAKE THESE FUNDS WHEN I TRIED TO CANCEL THE TRANSFER THEN TO GIVE ME BACK NOT EVEN HALF OF WHAT THEY TOOK FROM ME IS DISGUSTING. IF MY ACCOUNT WAS CLOSED/ INACTIVE THEN IT SHOULDNT HAVE ALLOWED THE TRANSFER IN THE FIRST PLACE. THEN TO LISTEN TO MY SITUATION AND TELL ME THEIR PROCEDURES REQUIRE THAT THEY NOT RETURN MY MONEY IS MORE THAN I COMPREHEND APPARENTLY QUALITY SERVICE , NO, FAIR BUSINESS PRACTICES ARE NOT PRESENT AT THIS BANK. I TRULY HOPE THIS DOESNT HAPPEN TO ANYONE ELSE.

Desired Settlement: I think my desired outcome is very apparent. I WANT MY MONEY BACK. IT WAS NOT FOR YOUR SCAMMING COMPANY IT WAS FOR MY SCHOOL BOOKS AND I NEED IT BACK NOW. MY ACCOUNT SHOULDNT HAVE ACCEPTED A WIRE TRANSFER IF IT WAS CLOSED, EVEN MY CARD WAS NO LONGER ACTIVATED. I HAVE NO BEEN SCREWED OVER TWICE BY THIS COMPANY AND WILL BE REACHING OUT TO EVERYONE, EVERY FRIEND, EVERY FAMILY MEMBER, EVERYONE I POSSIBLY CAN ABOUT THE HORRENDOUS SERVICE OF THIS BANK AND YOUR ILL PRACTICES. THANK YOU FOR STEALING FROM ME.

Business Response:

Re: Better Business Bureau Case # *******
Dear Ms. ******,

1 am in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

Your account became overdrawn October 14, 2013 when, in accordance with your debit card overdraft selection, we used our discretion to pay transactions totaling $52.53 when your account did not have sufficient available funds. After that date, no deposits were made to bring the account back to good standing so the disclosed account terms, conditions, and fees continued to apply.

Your account was charged off December 13, 2013 with an outstanding balance of -$226.97. The wire transfer of $300.00 was received February 18, 2014. At that time, we collected the charged off balance and deposited the remaining $63,03 to the account. The enclosed statement snapshot is provided to show your account activity since the February 18th wire transfer.

When you contacted us by phone to request some portion of the charged off balance be refunded, we provided you with a courtesy refund of $24.90. As a goodwill gesture, an additional courtesy refund of $92.13 has been credited to your account,

Should you require further information or assistance, please do not hesitate to contact me directly at *************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This bank has not posted my debits in chronological order. They have gone directly against Judge ******* ruling in **********. My debit sheet shows that I was charged an overdraft fee before my account ever went negative. Because of this, my account has since received 4 more fees due to the fact that this company did not apply it's own rules of posting debits in chronoligical order. Furthermore, I wrote a letter to the bank complaining and have not heard back Yet they promise to contact you within 24 hours.

Desired Settlement: I would like the excessive illegal fees reversed.

Business Response:

Dear Mr. *******:

I am in receipt of your letter to the Better Business Bureau (BBB) and appreciate the opportunity to respond to your concerns.

We show that you contacted us both by phone and by internet banking secure message on February 10th to understand how the overdraft fees were assessed to your account. Our telephone customer support representatives provided you with information about how transactions clear your account and the method by which fees are assessed. In our answer to your online banking secure message dated February llth, we provided you with similar information including the way transactions clear your account, the assessment of overdraft fees, and tools available to you to assist you with avoiding overdrafts in your account. A copy of your inquiry and our response is enclosed for your reference.

Transaction information, both pending and posted, is made available to you through our telephone automated customer service system or online banking as we become aware of items which are either pre-authorized or presented for payment against your available balance. Historical information regarding pre-

authorized transactions is not made available to you in online banking but can be requested by visiting any of our branches or contacting customer support by telephone.

Your transaction history for February 7, and 8, 2014 is enclosed. These documents, titled DDA Holds/Transaction History, show that you authorized transactions totaling $127.76 against an available balance of $54.29. During this period, four transactions were posted against an insufficient available balance and assessed a per-item overdraft fee.

Our records show you made a deposit on February 14, 2014 which covered the overdraft and brought your account balance to zero. Your account is now closed.

Consumer Response: Complaint: *******

I am rejecting this response because:

 
Mr. ********, while your attempt at resolving this issue is appreciated, it falls short of answering my questions. First National Bank of Texas has failed to clearly identify how ATM withdrawals are classified in the debit process. I have my ledger and statement showing you charged me with overdraft fees while my account had a positive balance on 02/07/14.  The debit in question posted 02/08/14. In your response to this claim, you purposefully omitted this material and included I'm guessing an internal receipt of the transactions that all reflect the date of 02/07/14.  Why is there no evidence showing any transactions after the 7th.  Most notably, the roughly $275 in deposits made to cover my account? In my mind, this is very deceitful.  I also got charged another fee on 02/12/14 for a negative balance fee.  Your company charged $175 in fees for a $97 overdraft. 
 
Lastly, your customer service provided me with your debit process claiming to post chronologically first by time, than lowest to highest.  You did neither and because of that, charged me 5 fees instead of one. I will gladly send you what was received from your representative. I will also gladly send you the statement that shows you posted three debits in reverse order of when they occurred and they posted highest to lowest coincidentally enough.  They come out of my available balance in the same order. Not to mention, you charged me for something that hadn't even posted.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged an overdraft fee of $105 when I had made a deposit and had plenty of money in my account. My statement shows a balance of $15.93 then an overdraft charge of $105 leaving my balance at -$89.07. Now the reps are giving me the run around.

Desired Settlement: A refund of the $105 overdraft fee.

Business Response:

RE: Better Business Bureau Case #*******

Dear Ms. *********,

I am in receipt of your letter to the Better Business Bureau and find that we have already addressed the concerns in our recent response to your Office of the Comptroller of the Currency letter. A copy of that letter is enclosed for your reference.


Dear Ms. *********,

I am in receipt of your letter to the Office of the Comptroller of the Currency and appreciate the opportunity to respond to your concerns.

When you established your account relationship October 29, 2013, we provided you with a disclosure packet which included the terms, conditions, and fee schedule governing your account relationship with us. At that time, you were asked to review the options available to you regarding our overdraft policies and make a choice whether you want us to use our discretion to pay automated bill payments and everyday debit card transactions when there are not sufficient available funds to cover them. You selected this choice and confirmed your election with your initials on the signature card (copy enclosed).

When you contacted Customer Support on February 25, we provided information on how transactions are posted to your account and reviewed the pending and posted activity with you. As a supplement to the information provided you during that call, please review the enclosed document titled DDA Holds/Transactions History. Please note after pending transactions were considered, your available balance was $123.04 and there were six debits totaling $137.28 presenting for payment. Also note that debit card transactions presented for payment were posted in the time and date order in which you conducted them. Please take some time to read through the last page which contains important information on how overdrafts are assessed and what you may do to report unauthorized activity on your account.

As a gesture of goodwill, a courtesy refund of $35.00 has been credited to your account. The following information is provided to help you avoid overdrafts going forward.

We suggest you maintain an accurate transaction record of your account to avoid unwanted fees. The account will not be assessed an overdraft or non-sufficient funds fee if at the time you write a check or otherwise authorize a payment from your account, there are sufficient available funds on deposit to cover all previously authorized outstanding debits as well as the new transaction being initiated.

Several tools are available to you to assist you in reconciling your account and tracking your available balance. In addition to your online banking account and our 24 hour telephone automated customer service system, we offer text alerts through our free mobile banking service. You can also elect to receive email alerts through your online banking account.

You may also wish to enroll in AccountTRANSFER, a contractual agreement for overdraft protection. Simply open a "transfer from" account in addition to your checking account. Then, if debit transactions are presented for payment for more than your checking account available balance, we will make one transfer per day of available funds from the "transfer from" account to cover the non-sufficient funds (NSF) items. If the "transfer from" account does not have sufficient available funds to cover the overdraft, all available funds will be transferred. Regardless of the number of non-sufficient funds items, only one transfer fee will be assessed. After the AccountTRANSFER transaction is completed, any debit items not covered by this process will still be subject to a per-item non-sufficient funds fee. Please see our Banking Services and Important Account Disclosure brochures for additional information.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ***** had took on my case for theft when I had my debit card was stolen. I spoke with ***** over a couple of weeks and faxed in all the required paperwork. She had called me and left a message asking what was the last debit transaction I had made. I returned her call the following day on Tuesday February 11th,2014 at 2:28pm and ***** was out of the office so I left a message with ****** stating my last transaction. I noticed I had a missed call the following day at 9:39am I followed up at 3:41pm and ***** stated that she already spoke with me and the police report I filled was for domestic violence . I had no idea what she was talking about. She then went on stating that my case was denied. ***** had never spoke with me but claimed she did. She had made me late on every bill I have I had to go to the food bank and get food and diapers for my family as well as rental assistance because she has not handled my case properly and exceeded the companies policy of 21 days. My social is ***** .

Desired Settlement: I would like for ***** supervisor to review our calls so she will hear everything I said so that I can get my money back that was stolen from me. I have a family and need to pay my bills. No company should ever make a consumer feel like this. I would also like to see ***** exterminated because no person working in the claims department should be confusing cases and telling other customers about them. Also ***** work ethics are questionable, I will not continue banking with them if they have such dishonest people with then.

Business Response:

Dear Mr. *****,

I am in receipt of your letter to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

We show that you contacted us to report unauthorized debit activity on your account January 27, 2014. A copy of the confirmation letter is enclosed for your reference. During our initial interview, we asked several questions including information about the last transaction you authorized before the card was stolen and whether you filed a police report.

You provided transaction details that did not match any items paid from your account and the police report number you provided us did not match a report of a stolen debit card. When questioned about these inconsistencies, you agreed to review your information and contact us with the actual transaction and correct police report number. Since this information was not provided by the tenth business day of the investigation, we found no reason to believe that the transactions were not authorized and denied your claim. A copy of the denial letter dated February 10th is enclosed for your reference.

Although we denied your claim, our investigators continued to work with you after you provided us a valid police report on February 18th. During our most recent phone conversation with you today, you agreed to go into a branch to view surveillance photos of a person conducting one of the disputed transactions to see if you can identify the suspect. We continue to cooperate with law enforcement on your case and may consider reinstating your claim after you have viewed the surveillance photos and provided us with information on the last transaction you initiated on your account.

Questions or concerns regarding your claim should be directed to Dispute Investigations at ************, or ************, extension *****.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had 4 overdraft charges on my account. I do know that the account was in overdraft but only one overdraft should have been charged and not 4. I called the customer service number and talked to 3 people. Was given credit for 2 of the overdrafts. All my information that is below is coming from my account detail page from the bank. 2/3/14 when the bank closed my balance was 172.46 and on this night I was charged a OD fee of 35.00 2/4/14 when the bank closed my balance was 16.23 and again I was charged a OD fee of 70.00 2/5/14 I was also charged a OD fee of 35.00. This fee is right(2/5/14) and I know that I owe it and will pay it. Was told by customer service that I cannot see the pending tractions on the statement and that is why it was charged the 4 time fee of 35.00. Said that they will gladly print of a copy when every I need it. This is not good accounting service coming from a bank. I customer should be able to look at the statement that the bank provides (on the web page) and know what the balance is and what all the charges are for just by looking at the statement.. Again I have received 2 OD charges back. I am owed just one charge of 35.00 and would like that returned to me.

Desired Settlement: I am owed just one charge of 35.00 and would like that returned to me.

Business Response:

Dear Mr. ******,

1 am in receipt of your letter to the Better Business Bureau and appreciate the opportunity to respond to your concerns. When you established your account, we provided you with disclosures outlining the terms, conditions, and fee schedule governing your account relationship with us.

We are providing you another copy of the Deposit Agreement which took effect February 1, 2014. It was delivered to you electronically when your December 18th statement was made available to you through your e-statements account. Please take some time to review this document, especially item 9 which outlines Processing Transactions and Posting Order to gain an understanding of how items clear your account.

Transaction information, both pending and posted, is made available to you through our telephone automated customer service system or online banking as we become aware of items which are either pre-authorized or presented for payment against your available balance. Historical information regarding pre-authorized transactions is not made available to you in online banking but can be requested by visiting any of our branches or contacting customer support by telephone.

Your transaction history for February 3,4, and 5,2014 is enclosed. These documents, titled DDA Holds/Transaction History, show that you authorized transactions totaling $565.74 against an available balance of $496.97. During this period, four transactions were posted against an insufficient available balance and assessed a per-item overdraft fee.

When you called customer support February 6th to understand how your account was assessed four overdraft fees, our representatives provided you with information on how transactions clear your account, how overdraft fees are determined based on your available balance, and strategies to avoid overdraft in the future. In order to assist you with the overdraft fees, the agents provided courtesy refunds totaling $70.00 or one half of the fees assessed your account

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/20/2014 Problems with Product/Service | Complaint Details Unavailable
2/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I encountered debit card fraud on 1/2/14. I reported the fraud on 1/3/14.I went to my local branch after i reported the fraud to have the card disconnected. i was issued a new card however , the old card was not disconnected.i only found that out when i called the following day to file a case for the origional fraudulent charges. On 1/5/14 i fould that some more charges were made on the card during the time that the card was left open by the bank. After several attempts to have prompt resolution of the matter i was told that even though its was the fault of the bank in handling the affected debit card and that there were substantial fees and amounts attributed to me. there was nothing that could be done immediately.

Desired Settlement: I would like to have the funds that were charged during the time the card was in their possession returned immediately if oly to fulfill the promise made to my creditors

Business Response:

Dear Mr. ******,

1 am in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

We show you visited our *** ******* **** **** branch January 3, 2014 and spoke with Branch Manger ***** to report that you had unauthorized debit card activity pending on your account. ***** gave you instruction on how to file an unauthorized debit activity claim once the transaction posted to your account and ordered a replacement debit card. She also thought that she cancelled your card in our system when she destroyed the card in your presence at that same time.

The oversight left your card active and additional unauthorized debit transactions were pre-authorized from your account that evening. You filed unauthorized debit activity claims on January 5th and 7th. In compliance with Federal Reserve Regulation E, we conducted our investigation and provided the account with a provisional credit within ten business days of receipt. Copies of the letters notifying you of the January 17th provisional credits are enclosed for your reference.

We regret that your request to receive an accelerated provisional credit was not escalated to the appropriate level for handling and have shared your concerns appropriately. Should you require further information or assistance, please do not hesitate to contact me directly at *************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 1/2/2014 my Social Security Disability check was direct deposited. I went to get my prescriptions at ********* and paid via DEBIT when leaving it said i had available balance in the positive. I then went to local grocery store *** to buy groceries. My groceries put me in negative this i admit, however this transaction was made not only after *********, but i had positive balance. First Convenience Bank processed it it reverse order charging me for 3 NSF fees of approximately $35 each totaling $105, in addition to an $2.50 a day for as long as account negative. I was told they processed my debits not by time of transactions but by amount of transaction purchase. This is wrong on many levels, in my case i had money in account when i made purchases at ********* and when i left said store. I am requesting all NSF fees and their daily penalies returned to my account.

Desired Settlement: To have NSF for both ********* transactions as well as the daily penalty refunded to my account

Business Response:

Dear Ms. Travis,

It was my pleasure to speak with you by phone regarding your correspondence to the Better Business Bureau. We discussed the posting order of transactions to your account and the way overdraft fees are assessed.

As a way to recognize your efforts to track your account activity and maintain a sufficient

available balance, a courtesy refund of $104.80 was credited to your account. You expressed your appreciation for my call and the courtesy refund.

Should you require further information or assistance, please do not hesitate to contact me directly at ************.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bank with a branch of First National Bank of Texas, First Convenience Bank. I am currently 8 months pregnant and a few weeks ago discovered that I could sign up to receive a low balance alert through my email. I am currently on disability and only getting 70 percent of my normal pay so I thought this would be a good idea and then I wouldn't have to check my account daily. Last week I got a low balance email the day before I was getting paid it showed I had a balance of (78.31). I have today discovered that the parenthesis meant it was negative. I then received an email yesterday stating my balance was (153.95). Seeing as that didn't make sense to me I went on to my account online and discovered that it meant negative. I was looking and last week before I was paid it shows my balance being -62.43 but I have overdraft fees of 69.94. How can I be charged overdraft fees if without them I wouldn't have over drafted? This week I have been charged 104.91 in overdraft fees. My available balance shows at -153.95. So if they had not over drafted my account last week I can assume I wouldn't have over drafted this week seeing as my negative balance is less than the amount of the fees. I consider this to be equal to theft.

Desired Settlement: I think at the very least I should get my money back. I have called the bank and am waiting on a manager to call me back but they cannot be allowed to get away with this.

Business Response:

Dear MS. *******,

I am in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns. In an effort to resolve this matter amicably and to assist you with bringing your account to a good standing, a courtesy refund of $206.82 has been credited to your account.

We show that you enrolled your account for low balance email alerts in November 7013 At that time, you set your low balance threshold at $25.00. This means that we will email you an alert when your beginning daily balance is below that amount. As shown by the enclosed documents, your account originally became overdrawn on January 71h when your beginning daily balance was $42.28. The low balance email was sent to you the next day when your beginning daily balance was below the threshold. We suggest that you consider raising the low balance threshold on your account to avoid this going forward.

When you established your account, we provided you with disclosures outlining the terms, conditions, and fee schedule governing your account relationship with us. Please take a moment to review some important information from those disclosures a,s summarized below:

·         The Deposit Agreement tells you the Bank pays items presenting for payment based on your available balance which is defined as" the amount you have on deposit from the prior banking day minus (a) deposits that are not yet available for withdrawal under our funds availability policy, (b) debit card or other transactions that we are legally obligated to pay, or have already paid out in cash, (c) other pending transactions like ACH debit transactions, and (d) any holds on your account to comply with court orders or other legal requirements."

·        

"We process items presented for payment in the following order by category: prior day's transaction adjustments and teller cashed items, ATM withdrawals and debit card transactions, then ACH debits and checks. Items within each category are paid in largest to smallest dollar amount order. We reserve the right to process 

items in any order, as permitted by law." Debit card transactions are posted when the merchant submits request for final payment which usually occurs within three business days but may take longer.

In addition to our online banking and low balance alerts, you may also wish to enroll in AccountTRANSFER, a contractual agreement for overdraft protection. Simply open a "transfer from" account in addition to your checking account. Then, if debit transactions are presented for payment for more than your checking account available balance, we will make one transfer per day of available funds from the "transfer from" account to cover the non-sufficient funds (NSF) items. If the "transfer from" account does not have sufficient available funds to cover the overdraft, all available funds will be transferred. Regardless of the number of non-sufficient funds items, only one transfer fee will be assessed. After the AccountTRANSFER transaction is completed, any debit items not covered by this process will still be subject to a per-item non-sufficient funds fee. Please see our Banking Services and Important Account Disclosure brochures for additional information.

Enclosed are documents titled DDA Holds/Transaction History showing your account activity January 7, 12, 13, and 14, 2014 when your account became overdrawn. Please note the last page contains important information to help you understand the transaction history provided. If you require further information or assistance, please contact me directly at ************.

Consumer Response: 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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had two items to go throught I had enough money to cover one and I was short about under five dollars to cover the other so I was -17.65 two days ago. When I looked again the bank has changed the date of all my payments and now there is a NSF that has been taken before all payments that had a legitamet amount there which have now cause a negative balance of -158.65 which is not correct.

Desired Settlement: The bank balance shows a available balance and this is suppose to be what is there, but the bank have another balance that they are going by that is causing problems for me and they are reaping charges for them. If I purchase with my debit card and it shows me in my balance that minus the payment but accorrding to the bank this is not a correct balance, but this is the balance that I am going by and I believe this is very very deceiving.

Business Response:

Dear Ms. ******,

It was my pleasure to speak with you by phone about your correspondence to the Better Business Bureau. You informed me that employee ******** *. had already addressed the concerns you outlined in your letter.

******** contacted you in response to the Customer Feedback Form you submitted through our website January 17th. She provided you information on how transactions clear your account, the method used to assess fees on overdrawn accounts, ways to avoid overdraft, and a courtesy refund of $69.94.

Should you require further information or assistance. please do not hesitate to contact me directly at ************.

Consumer Response: 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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Monday 12/09/2013 I tried to use my debit card at a gas station. My debit card was denied and I had to pay cash, so after I left I pulled up my account information on the online banking website. It was at that time I relized I had $1168.83 in fraudulent charges on my account. Naturally I panicked. I went to the bank as soon as they opened. That was when I was given a card with the number to a claims resolution center and told they could not help me in the bank. I called the claims center and was told by *** they could not legally do anything as long as the charges are pending. I do understand this but I was not offered any help and was left on my own to try and get my money back. I was told on the phone I could try and look up the website the charges came from and try and contact them that way. I had to spend all day Monday trying to find contact information on the Merchant while also trying to work. I called back to the claim center to find out why the charges could not be stopped before they went through and was told by **** that he had no idea and wondered the samething himself. This is the last thing you want to hear when your money has been stolen. He transfered me to ******** which finally helped me out the best she could by trying to explain everthing and even trying to look up the website to help me, but still was left to take care of all of it myself. I finally got in touch with the merchent by email and they did agree someone had obtained my card information fraudulently. She did reverse the transactions and it was finally off my account on Thursday 12/12/2013. I then on Thursday called the claims department back to get all of the overdraft fees on my account reversed due to the fraudulent charges. I was then told they could not reverse them until I got a letter from the Merchent stating all the charges were fraudulent. Another case of poor customer service. I then went up to my bank branch to see if I could have anything done there. I spoke with the branch Manager *****. He looked over my account and told me he would go ahead and reverse all the charges. I told him I was not happy with the service I had recieved this week and that I wanted to close my account. At which pont he tried to bully and blackmail me in to keeping my account open by telling me he would reverse all the charges and put them back on my account if I tried to close it. The charges totaled $163.88. I was disgusted and could not believe what he was telling me. I have been the victim in all of this and now am being bullied by my bank too. He acutally asked me at one point was I just going to "cop out" and close my account after he reveresed the overdraft fees when he didn't have to. I am very upset by the way I have been treated and the very poor customer service I have recieved.

Desired Settlement: I would just like to be able to close my account without fear ov being punised or being threated by taking my money. I just want to close it and be done with this whole nightmare.

Business Response:

Dear Ms. ****:

I am in receipt of your letter to the Better Business Bureau (BBB) and appreciate the opportunity to respond to your concerns. We apologize that you were not provided with the high standard of service we strive to achieve when you, reported unauthorized pending debit card transactions on your account.

As you were informed during your calls to the Claims Resolution Center, Federal Reserve Regulation E, a consumer protection regulation for electronic transactions, makes no provision for claims involving a preauthorized Card transaction not yet presented for payment. Today, when receiving such reports from a customer, we ask the caner to monitor their account and re-contact us once the pending transaction(s) is posted to the account so a claim may be opened, investigated, and a final disposition to include fee refunds can be made. Because customers like yourself have expressed frustration with the current process, we are modifying our claim system and processes to provide a more customer centric response when notifications of this type are received.

Our records show the disputed pending transactions were not presented for final payment. On December 12th fees of $163.88 associated with the disputed pending transactions were refunded to your account. At the present time, your account has a balance of $2.99.

District Manager ***** ******* has attempted to contact you by phone to discuss your experience at our banking center located on *** ** **** **** ********* **. When ***** was unsuccessful in reaching you directly, he left his con tact information on your voice mail and mailed you a letter requesting a return call.

If you still wish to close your account containing a balance of $2.99, please contact ***** ******* or call me directly at ************ so that we can finalize your request.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been making payments for a layaway Christmas present at a local retailer. Recently the retailer, by mistake, charged the full amount instead of the small payment I intended to make. In doing so the retailer put my checking account, at First Convenience, into the negative. I was unaware of this mistake so I continued to use my debit card like I always do. When I found the mistake I called the local branch and explained to them what happened. I was assured by 3 different employees, from two different locations, that the overdraft charges would be removed when the bank received a faxed letter of error containing the companies letter head. The retailer was also told these overdraft charges would be removed and I would be credited back that money. One employee assured me it was ok to continue to use my card, after all that account is all I have! I have bills and need gas, food, etc. The bank received the faxed letter of error which stated the retailer had made an error and the retailer refunded that money back into my account. The retailer called and confirmed it again. I went to the bank and they said they would send it to a district manager to be processed. Days passed and I was still in the negative accumulating more charges from pending transactions. I went back to the bank and found that nobody had sent the fax to the district manager, I waited while an employee sent either an email or some form of communication to the district manager and was told they would call me the next day. The next day came and went. So I go back to the bank asking again if there had been any progress. At that time I was told they would not refund my overdraft charges. They said if I had a problem I would have to call the 1-800 number, which I did and they operator told me I had to deal with the local branch. So I went back to the local branch and was told I had to call the 1-800 number and that it wasn't their fault. Hoping for resolution I go to the retailer and it was suggested that I was trying to scam them for money... after all the retailer was assured by the bank they would refund my overdraft charges back to me. So I go back to the bank and ask that a fax from the bank be sent to the retailer stating they refused to refund my over draft charges and the bank said they had to get authorization from the district manager to send that money and would call me when they found out. I waited 2 days for that call. So I go to a different First Convenience bank across town and asked how I could get a latter for the retailer proving that the bank was denying my refund. and they referred me to the 1-800 number or to go back to the other First Convenience. I went to the other and was told the district manager would not prove to the retailer that the bank was denying my funds. In short; I went back and forth many time between the banks and hit all dead ends, plus the retailer is skeptical of me now.

Desired Settlement: I just want the bank to do what it had said it would do in the first place. Refund my $489.58 in overdraft charges.

Business Response:

Dear Mr. ******,

It was a pleasure speaking with you by phone regarding your letter to the Better Business Bureau. After finding that we responded to your concerns December 16th when you filed a Customer Feedback form through Our website, I wanted to call and confirm that we had satisfactorily resolved your concerns.

You stated that once the merchant letter was faxed to us on December 19th, we provided a refund of $489.58 resolving any concerns that you had, Should you require further information or assistance, please do not hesitate to contact me directly at 254-680-5795

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First Convenience Bank is hands down the worst bank I've ever had the misfortune of dealing with. The associates at the specified location are lazy and misinformed. In order to file a charge dispute with this bank, you actually have to physically go into a branch. Ridiculous. Especially for those of us who don't have our own transportation, or an unusual amount of free time.I did as the phone center associate told me, and went in to my nearest branch to sign the disputed charge paperwork. I get there, and they tell me they don't have paperwork for me to sign, and that it is all supposed to be completed the same day I filed the report over the phone. No one mentioned this to me. So I contact the call center again, only for them to tell me that they didn't have any paperwork for me, and that what I needed to do was go back to the branch. What the heck! So I called the branch and complained. The branch manager ******** said that she would handle it directly, and also give me a $5 additional credit for my inconvenience. I signed the document 3 days ago, but still to this day have not received my money, or the additional $5 I was promised, and now I am in a financial bind because of it. Product_Or_Service: Provisional Credit Account_Number: *********

Desired Settlement: DesiredSettlementID: Refund I want my money, immediately! Not 10 business days from now, not 3-5 business days from now, IMMEDIATELY. And I will be emptying my account with them and taking my business elsewhere by Monday. I would also like the $10 they took from my account for RECEIVING a bank transfer from my boss. I was never informed of such a greed-motivated practice, or else I would not have signed up for this bank in the first place.

Business Response:

Dear Ms. *****:

We appreciate the opportunity to clarify any misinformation or misunderstanding involving your recent claim involving a $215.00 electronic transaction.

As the branch informed you, we have a centralized claim department reached by by calling ************ and then selecting option 2 and then option 4. Once a claim is on file, an investigation is conducted as allowed by law and within the timelines stipulated by Federal Reserve Bank Regulation E.

When you spoke with a Claims Resolution Specialist on 12/2/13 once she became aware that you had authorized the transaction but were unwilling to wait for a the refund check the merchant had agreed to send you, we should have told you your claim did not meet requirements for reimbursement under Regulation E as there was no error and the transaction was authorized. Although we attempted to contact the merchant on your behalf to see if the refund you had been promised could be expedited, we had little or no leverage in obtaining an earlier refund for you. We sincerely apologize for the resulting inconvenience and false expectations that you experienced.

Our records show the $5.00 Bonus Buck promised to you was posted to your account on 12/9/13. Although the $10.00 incoming wire transfer fee assessed your account on 12/4/13 was disclosed to you when you established the account, we are enclosing a check for that amount as a courtesy to you as we see you closed your account on 12/23/13.

Consumer Response: 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. The address where the check can be sent is:

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

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I think this bank is running some type of overdraft scam. I lost at least 2 paychecks over thism in addition to not being able to pay my rent. The personal banker I worked with at your Mesa AZ location on *******, her name is ****** ******. Anyways, when I went to her regarding my overdraft issues to correct them, she opened up a second account in my name to draw fund for that for me. She then put that money in my first account, promising me this big loan to correct it all. Anyways, a few weeks later, and I can't pay rent and no loan forthcoming. I beleive I was scammed and I want my money back.

Desired Settlement: I want my December first rent paid. $600.00. thank you

Business Response:

Dear Ms. *****:

I am in receipt of your letter to the Better Business Bureau (BBB) and appreciate the opportunity to respond to your concerns.

Our records indicate on November 1, 2013, you visited our banking center located at **** ** ******* ***** ** **** ******a and spoke with Branch Supervisor, ***** ******. You revealed that unauthorized transactions may have posted to your account as you were unfamiliar with the debit from ***********. When ***** advised you to file an unauthorized debit claim, you refused to do so and asked if there were another option available so that you could receive funds that day.

To assist you with your need for available funds, ***** established a new account for you and obtained approval to overdraft your account by $700.00. This was done with the understanding that you were going to switch your direct deposit to the new account. Records show that your direct deposit was never changed but you continued to initiate transactions into the overdraft on both accounts.

Subsequently you visited with Branch Manager ****, who suggested you file the unauthorized debit activity claim, close the old account, and apply for a fresh start loan for assistance with any remaining overdraft. At that time, you informed **** that the transactions were authorized and a loan would not help you with the overdraft. On December 11, 2013 your accounts ending in **** and **** were charged off after 60 consecutive days with a negative balance.

From your recount, it appears that there may have been a communication breakdown. Therefore, a courtesy refund of $400.00 has been credited to account **** to reduce the charged off balance. You may submit payment for the remaining portion by visiting any of our branches or mailing check or money order to First Convenience Bank, Attention: Mail Teller, PO Box 937, Killeen, Texas 76540.

Consumer Response:

Complaint: *******

I am rejecting this response because: This is not what happened. The "New" account was opened to cover the unauthorized overdrafts.
I was never told to move my direct deposit to the new account. I was not given a card for this account. I was told we would keep using the new account until I was a customer long enough to qualify for the fresh start loan.  I was told this was a "temporary account" and at no time was told any different. if I had been instructed to move my direct deposit, I would have done so. This is a false and grossly negligent account of what happened. I was definetly ripped off by this business.

Regards,

**** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Business has charged me with bank fees that are unreliable to myself. My account fell into negative balance because of all the insufficient funds the bank charged me for. The insufficient fund fees were made due to trying to cash a check without any funds, this was not done by me, but by a identity theft individual. This person tried to cash one of my checks and even signed it with his signature he is a male I am a woman. I have tried about 8 times to resolve this problem. I have gone to two branches, called the representatives in the 1-800 number, filled a claim, and tried everything I could to talk to someone who would actually help me to take this out of my credit because it is not a balance I owe it is from a fraud balance. The business is making everything impossible to help me, including their District Manager ***** *********. The only supervisor that has filed a report and a claim is ***** ******, he has reported this incident to Regional District Manager ***** *******. I have myself reported to Mr. ******* and I am now waiting from a answer from him, he was not very concerned when I called.

Desired Settlement: I want this First convenience bank/First National Bank of Texas to make these changes to my credit; by taking these false charges out of my credit Bareu. To fix and take out all charges towards myself (my personal credit); because it was a Fraud this male performed under my account. It was not my fault all these negative charges were done to my account and credit!

Business Response:

December 24, 2013

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

RE: Better Business Bureau Case #*******
Dear Ms. ** ********,

I am in receipt of your letter to the Better Business Bureau (BBB) and appreciate the

opportunity to respond to your concerns. I was sorry to hear that your initial attempts to resolve the identity theft were not handled in a timely manner.

When you brought your concerns to the attention of ****** **** *********, ***** ******* on December 9m, he took immediate action. It was found that your initial identity theft claim was not delivered to the appropriate department for processing. To avoid further delay in providing a resolution, Mr. ******* authorized a refund of the charged off amount in your account and ensured that it was closed. District Manager **** ********, acting on Mr. ********* behalf, contacted you later that day to inform you of the steps taken to resolve your concerns.

If you require additional information or assistance, please do not hesitate to contact me directly at *************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a deposit on 11-29-2013 to the local First Convenience Bank branch on ********** **. here in Wichita Falls, Tx. The deposit was made before closed hours on this day, and was placed in the drop deposit box. Nobody told me that they wouldn't check it until the morning, I believed that they would check it both at the beginning and end of the day. They overdrafted my account by a hefty sum, considering that it was an error on their end that it had been misplaced. I continuously contacted both thelocal branch and 1-800 numbers to no avail, they constantly kept telling me to contact each other. Finally, my deposit slip had been found, deposited LATE, and they refuse to waive the ludicrous overdraft fee imposed. I was told that if I got a note posted to my account stating that a bank error was the case, the fee would in fact be waived. I was promised TWICE that it would be taken care of and it was not! I was told that once the note is posted from my local branch, the bigger branch could/would then remove that fee. They are liars and crooks! Everyone here is mentally incompetent based on their exhibition of both redundancy and failure to adhere to their promises. They lack a moral compass and evidently try to just get their greedy hands on undeserving CUSTOMERS, wonderful customer service! NOT! So, since calling back and forth for 9 hours did nothing in my favor, I would like to make this known! They told me it would be waived TWICE and it has not been, they make false promises, and ultimately are going to develop a horrid reputation both for themselves and the entire banking community. A lot of first-time bankers will have an experience with them, go through this INCONVENIENCE and ridiculousness, and will not want to bank again, thus money being pocketed, and not circulating through the banking system, thus diminishing the amount getting put back in the econony.

Desired Settlement: For the overdraft fees as a whole to be waived. My deposit that did not post on time was abundant enough to have had some left over, had the funds been posted when I made the deposit.

Business Response:

December 24, 2013

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

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

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

RE: Better Business Bureau Case #*******
Dear Ms. ****:

I am in receipt of your letter to the Better Business Bureau (BBB) and appreciate the opportunity to respond to your concerns. I apologize that our service did not meet the high standards we strive to achieve during your calls to customer support regarding the overdraft of your account.

During my research, I found that you spoke to bank officer ***** ***** about your concerns. She confirmed that refunds totaling $104.91 were credited to your account resolving your concerns about overdraft.

If you require additional information or assistance, please do not hesitate to contact me directly at *************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I began my checking account balance with $1568 total. This balance include my payroll and child support direct deposit. I can't provide my actual statement showing the order of transactions and the balances. I first called a spoke to a representative but was disconnect. I then called back and spoke to ***** who explained that I have over drafts totaling approximate $176 because of five pending transactions. Credits come before debts which is the normal banking policies and practices. I explained to ***** that they can not charge me for transactions that have not even transpired. I had a positive balance of about $179 that would cover the five pending transactions but because the unethically charged be overdraft fees for pending items my account will be overdrawn even more once everything clears. But that is not the case either . I spoke to a supervisor ******** she informed that yes I had 1568 in my account and I spent 1300 they way the transactions posted cause overdraft fees . I paid my rent which was 1040 and other bills including groceries . ******** also explained the customer screen might show a positive balance but the screen on her end shows a differently because of the way they chose to process my transactions. I told ******** if I was able to see the screen they see I we would not have this issue. I'm devasted a single parent with children a home. I want them to be honest and reverse all of my NSF and OVERdraft fees. I can provide you guys with my statement showing that I am correct and accurate in my complaint.

Desired Settlement: I would like the 174 fully refunded and the 34 NSF fee reversed including any future items that could be affected by these fees.

Consumer Response: Better Business Bureau:

This situation has been resolved u spoke to ******** from the corporate office and she was most helpful and understanding. They agreed to refund all of my fees. I explained everything to her and will still remain a customer with First Convenience Bank.

 Thank you so much and have a Blessed Holiday 

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/6/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I opened an account with First Convenience Bank I think in July 2013. It is now November 2013.I soon discovered that the tellers have no customer service skills nor do they know how to count money. I would spend up to 20 minutes to cash a check and get a money order processed because the teller was clueless. And couldnt figure out what buttons to process. I understand being new but this was each teller. And when they werent processing transactions you had to hear about the night before with their boyfriends etc. Really too much information. The last time I was in the big discussion was wearing Cowboys jerseys to work since the other branch was. Again no focus on the job at hand.I stopped going to the bank after the third or fourth time of this madness.Now months later I get a call from the bank stating I owe them $50.68 however, per the automated system there arent any over drafts to my account. I cant get an explanation as to what the $50.68 is for.I refuse to pay this or any other amount of money to them since I have NOT used the account in many months, nor over drafted the account. I have been meaning to go out of my way to the ****** location in ******** to close this account since I have no use for it.Since I cant get acknowledgement from the bank or anyone with common customer service skills I have reached out you the BBB and will got to the States Attorneys Office and the overseers of banks if I have to. To get this issue resolved.

Desired Settlement: Account closed with a letter sent to me on company letterhead that account is closed with a zero balance and no further collection activity.

Business Response:

Dear Ms. *********,

I am in receipt of your letter to the Better Business Bureau and appreciate the opportunity to respond to your concerns. We apologize that you were not provided with the high standard of service we strive to achieve during your visits to our branch as outlined in your letters.

We show you submitted a Customer Feedback form through our website on November 4, 2013. That same day, we called you and, when we reached your voice mail, left our contact information. We followed up with an email to provide you an additional point of contact.

You followed up with a second Customer Feedback form On November 5th stating that you cannot take personal calls at work. Since we were not able to speak with you directly, to resolve your concerns we provided a courtesy refund of the overdrawn balance and closed your account.

On November 6' we wrote You to explain how the account became overdrawn and outline our resolution actions. Should you require further information or assistance, please. do not hesitate to contact me directly at ************.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/6/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My account had overdraft for one item in the amount of $60.86. There were 4 other transactions for $11.75, $6.58, $7.16, and $5.42 that posted on 9/28/2013 and 9/30/2013, which funds were available. Via online banking funds were available. However, the $60.86 was debited after these transactions and posted on 10/1/2013 causing the account to overdraft. The bank decide to give me fees for the smaller transactions instead of doing smaller to larger in which the funds were available. Therefore, instead of paying the smaller transactions, they paid the $60.86, which posted after the 4 smaller transactions. Therefore I was given over draft fees for the four small transitions for $34.97 equaling $139.88. I disputed with the bank in reference to the order they paid transactions. They did not resolved the matter- it is clear they are trying to make a profit off of people. In addition, they charged me $2.49 dollar each day my account is negative (because I am disputing this) so, now add $54.78 plus maintenance fees of $12.00. So, the grand total is 206.66 fees alone for one transaction. I believe this excessive overdraft fees and that the bank have used misrepresentation of account balances and reordering of credits and debits to push my account into excessive into overdraft, allowing the bank to collect bank to profit and charge excessive overdraft fees.

Desired Settlement: I will pay the $60.86 in which the funds were not available, and the fee for NSF of $34.97, and my account closed immediately. Total $95.83

Business Response:

Dear Ms. *******,

I am in receipt of your letter to the Better Business Bureua (BBB) and appreciate the opportunity to respond to your concerns. In an effort to resolve this matter amicably and to assist you with bringing your account to a good standing, a courtesy refund of $129.81 has been credited to your account.

When you established your account, we provided you with disclosures outlining the terms, conditions, and fee schedule governing your account relationship with us. Please take a moment to review some important information from those disclosures as summarized below;

·       The Deposit Agreement tells you the Bank pays items presenting for payment based on your available balance which is defined as" the amount you have on deposit from the prior banking clay minus (a) deposits that are not yet available for withdrawal under our funds availability policy, (b) debit card or other transactions that we are legally obligated to pay, or have already paid out in cash, (c) other pending transactions like ACH debit transactions, and (d) any holds on your account to comply with court orders or other legal requirements."

*         "We process items presented for payment in the following order by category: prior day's transaction adjustments and teller cashed items, ATM withdrawals and debit card transactions, then ACH debits and cheeks. Items within each category are. paid in largest to smallest dollar amount order. We reserve the right to process items in any order, as permitted by law." Debit card transactions are posted when the merchant submits request for final payment which usually occurs within three business days but may take longer.

Please take this opportunity to make a deposit to cover the remaining negative balance in your account. To avoid future overdrafts, we suggest you maintain an accurate transaction record of all your account activity and reconcile that record with the information provided to you with COIF free online and mobile banking tools.

You may also wish to enroll in AccountTRANSFER, a contractual agreement for overdraft protection. Simply open a. "transfer from" account in. addition to your checking account. Then, if debit transactions are presented for payment for more than your checking account available balance, we will make one transfer per day of available funds from the "transfer from" account to cover the non-sufficient funds (NSF) items. If the "transfer from" account does not have sufficient available funds to cover the overdraft, all available funds will be transferred. Regardless of the number of non-sufficient funds items, only one transfer fee will be assessed. After the AccountTRANSFER transaction is completed, any debit items not covered by this process will still be subject to a per-item non-sufficient funds fee. Please see our Banking Services and Important Account Disclosure brochures for additional information.

Enclosed are documents titled DDA Holds/Transaction History showing your account activity from September 28th through October 1' when you authorized transactions totaling $91.77 against an available balance of $32,82. Please note the last page contains important information to help you understand the transaction history provided. If you still require further assistance, please contact me directly at *************

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/2/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 10/21/13 my husband purchased gas using his debit card for $25.03 at ******** Gas Station that serves ***** gas. On 10/21/13 the card was charged the amount and cleared on the 10/22. There were some other purchases made on the account and were showing pending with a positive balance. On 10/23/13 pre-authorized hold appeared for the same ***** location with a second time difference but in the amount of $91.00. To my husband and myself it looked like a fraudulent purchase because we were not at that location on 10/23. He immediately called in to report the purchase as fraud and was told the the account would have to be placed on hold while they investigate. He was also told that while it was on hold, though there were pending transactions if they cleared before the $91 fell off it would send the account into negative. We called the station to see of someone could assist us with verification before the account went negative. We waited on the banks response and watched the account go into negative charging the account for 6 NS F's in the amount of $208.82. The $91 amount did not drop off until 10/25/13, this is when we called into customer service to be told by *****, that the only way the NS F charges could be reversed would be by having ***** submit a Letter of Error, to them, by fax . I proceeded to call the local store manager, the stores retail manager ,then to the ***** Customer Service. After talking to two reps with *****, I was informed by them that First National Banks Disputes of Resolutions team would be able to handle it by contacting the right group with *****. I called back to the banks Customer Service and asked for this department. After transferred, I was informed by ******, that Customer Service would handle it because they couldn't dispute something that wasn't charged to my account. I asked them concerning handling a preauthorize hold that they could clearly see existed but had feel off, and they again told me that they couldn't contact anyone on my behalf and Customer Service would need that letter. I asked what did the letter need to state and they said Customer Service would be able to tell you in detail and then I was transferred again. Back at Customer Service with *****, I explained what ***** had relayed and asked what did the letter need to state in detail. She said that they need to submit it saying that the hold had been released and that the amount was received. Back at *****, they stated that there was no such thing and that the bank could tell in detail what was taking place with the accounts and that they could deny or authorize the holds. My husband went into the branch to retrieve the IMIS Report that showed the $25.03 being held on the 10/21/13 and released on the 10/22 and the then on a separate report the $91 being held on the 23rd. Both the branch manager and rep were confused

Desired Settlement: I would like for someone with the bank to be responsible enough to call the other merchant for the desired information needed. I don't feel that a customer who doesn't know the odds and ends be held responsible for making contact. I would like to have the NS F's refunded since the original amount had been received and if the hold didn't appear until days later, the bank is still aware that this is a hold for the original amount that had been cleared. I feel that if the bank was aware of the account status and knew that this late hold would send it into a negative status, that they should be willing to reverse the NS F's not that the account was in it's right standards.

Business Response: November 8,2013

Re: Better
Business Bureau Case # *******

Dear Ms. ********.

I am in receipt of your letter to the Better Business Bureau (OCC) and appreciate the opportunity to respond to your concerns. We apologize that you were not provided with the high standard of service we strive to achieve during your calls to resolve the ***** pre-authorization on October 23rd and 25th. Your experiences have been shared with the appropriate parties.

Unfortunately, when ***** submitted the transaction for payment on October 22", the reference number did not match the reference number submitted with Exxon's pre-authorization request. In such cases, our automated system is not able to match reference numbers and remove the pre-authorization request. This resulted in the pre-authorization showing on your account October 23"I caused items presenting for payment to be assessed overdraft fees.

On October 25th, a customer service supervisor reviewed your transaction history and provided a refund of the overdraft fees in question. The refund of $209.82 was reflected on your account October 26th

Should you require further information or assistance, please do not hesitate to contact me directly at ************.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The credit chgs from my MC debit that I was monitoring on the online service did not reflect the accounting on the backend. I checked it everyday to keep up with my balance. On October 21, 2013, I called in because there was a $104.91 charge for overdraft fees. The customer service person said the latest charge, which was at 8:55pm on 10/19/13 was treated as if it has gone through before several other smaller charges ($25.00, $15.99, $6.25) that were made on the following day (10/18/13) and earlier on 10/19/13. I made a cash deposit on 10/19/13 at 5:53pm and yet this bank did not post this cash deposit immediately, but waited until the next day. Nothing was said to me by the teller that this cash deposit was not immediately posted to my account. This cash deposit was made to make a bill payment later on that evening, which is the latest charge mentioned above. I would not have had much left in my account at that time, but it would have been a positive balance. I spoke with a customer service manager and she said I had a negative balance starting with the $25.00 charge from 10/18/13. I told her I have a print out of the online service showing there was no negative balance. She then said there was a negative balance with all the charges after that and I told her there was no indication of that on the online service and told her that is what I use to monitor my account. I told her that if that is not correct, then how am I supposed to know my current balance. What is evident to me is that they put through the larger charge which made the other charges go into an overdraft. I told her those funds were already 'set aside' when I made the charges so they should not have gone into overdraft. I was also told that any business after 5pm on Saturday is posted to the next day (Sunday) even though they are open until 6pm on Saturday. No signs indicate this and the teller did not say anything about the transaction not posting (a cash deposit, mind you) was not going to post until the next day.

Desired Settlement: I would like all the overdraft fees removed, the balance that is left, withdrawn paid to me and the account closed. I cannot bank with a business that is not upfront and does shady accounting on the backend while showing the customer something else online.

Business Response:

November 4, 2013

***** ****

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

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

Re: Better Business Bureau Case # *******
Dear Ms. ****,

I am in receipt of your letter to the Better Business Bureau (BBB) and appreciate the opportunity to respond to your concerns. In an effort to resolve this matter amicably and to assist you with bringing your account to a good standing, a courtesy refund of $107.30 has been credited to your account. This amount is in addition to the courtesy refund of $52.50 given you on October 21 when you contacted us by phone.

When you established your account, we provided you with disclosures outlining the terms, conditions, and fee schedule governing your account relationship with us. Please take a moment to review some important information from those disclosures as summarized below:

  • The Deposit Agreement tells you the Bank pays items presenting for payment based on your available balance which is defined as" the amount you have on deposit from the prior banking day minus (a) deposits that are not yet able for withdrawal under our funds availability policy, (b) debit card or other transactions that we are legally obligated to pay, or have already paid out in cash, (c) other pending transactions like ACH debit transactions, and (d) any holds on your account to comply with court orders or other legal requirements."
  • The Funds Availability Policy outlines when deposited funds will be available for your

    withdrawal or our use in paying presenting debits. It states, "If you make a deposit before 5:00 p.m. on a business day we are open, we will consider that to be the day of

    your deposit. However, if you make a deposit after 5:00 p.m., or on a day we are not open, we will consider that the deposit was made on the next business day we are open." This information is also posted in every branch and summarized on each deposit receipt.

    To avoid future overdrafts, we suggest you maintain an accurate transaction record of all your account activity and reconcile that record with the information provided to you with our free online and mobile banking tools. Please note it is still possible for you to overdraw your account even though the online available balance shows there are sufficient funds to cover a transaction you want to make.

  • The available balance docs not reflect transactions of which we have no knowledge which may include your outstanding checks, automatic payments such as mobile or online bill payments, or ACI1 and recurring Card transactions you have scheduled/authorized. For example, when you write a check, the payee may not present the check to us for payment on the same day, so the outstanding check will not be reflected in your available balance.

 

  • The available balance may not reflect all of your Card transactions. In some cases a Merchant may not present a transaction for pre-authorization. When they do, a Merchant pre-authorization hold will decrease your available balance for up to three(3) banking days or up to thirty (30) banking days for certain types of Card transactions (including but not limited to car rental transactions and international transactions). If a Merchant does not submit the corresponding preauthorized transaction for payment within timeframes listed previously our automated systems will release the pre-authorization hold on the account. The available balance will not reflect this transaction until it has been presented for payment to us and posted to your account.

You may also wish to enroll in AccountTRANSFER, a contractual agreement for overdraft protection. Simply open a "transfer from" account in addition to your checking account. Then, if debit transactions are presented for payment for more than your checking account available balance, we will make one transfer per day of available funds from the "transfer from" account to cover the non-sufficient funds (NSF) items. If the "transfer from" account does not have sufficient available funds to cover the overdraft, all available funds will be transferred. Regardless of the number of non-sufficient funds items, only one transfer fee will be assessed. After the AccountTRANSFER transaction is completed, any debit items not covered by this process will still be subject to a per-item non-sufficient funds fee. Please see our Banking Services and Important Account Disclosure brochures for additional information.

Enclosed are documents titled DDA Holds/Transaction History showing your account activity from October 18 21 which were covered by our customer support representative during your call on the 21m. Please note the last page contains important information to help you understand the transaction history provided. If you still require further assistance, please contact me directly at ************.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i apply for a first star loan, well i make 3 payments of on this loan with you guys and one One payment was missing and I went back to the branch were I make the all payments and they tell me my payment history, Im missing one payment of 145.00 in this loan I got a phone call from ***** in the loan department with first convenience bank telling me I need make payments on this particular loan I when back to the bank were I make my all payments they tell me the teller make the payment is not longer with the company this loan was charge off on 10/24/2013 for a error of this bank I got delinquent on my credit report I really this is very unfair please call me at *** *** **** I need a resolution from you guys check the payment history of that branch thank you

Desired Settlement: please re open this loan and apply the 145.00 dolls is missing on this account

Business Response:

I am in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns_

We show on May 9, 2013, you received a Fresh Start Loan of $790.59. You agreed to repay the loan in 6 monthly installments of $143.07 beginning June 23 and ending November 23 with an automatic transfer from your First Convenience Bank checking account. When funds were not available in your account for transfer on the due dates, you made payments of $145.00 and $200.00 on July 18 and September 5, respectively. Subsequently, a thorough search of our records found no additional payments from you. The loan was charged-off and turned over to an agency for collection on November 2, 2013.

To clear the charge off and stop collection activity, you may pay the charged-off amount at any of our branch locations or mail your payment to First Convenience Bank, Attention: Mail Teller, PC) *** **** ******** ***** *****. If I can provide further information or assistance, please do not hesitate to call me directly at ************.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/15/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged an overdraft fee on my account when there was a positive balance. Which in turn put my account into to a negative balance causing two more overdraft fees. When i asked why i was charged a o.d fee on a positive balance they told me that the. 2 debits that were pending had been taken out of my balance already and that they had caused my acct to go negative when i made another debit. And then they told me that those same 2 debits that had caused me to go negative were still pending and when they posted i was going to be charged 2 more o.d.fees. so basically they charged me twice for the same o.d. by making my account go over then putting tthe money back after they charged me. When i opened this account i was told that if a debit was still pendding it was not out of your account and you could get the money on there and keep it from bouncing when i tried to give them the 30 that would have taken my account out of the negative they said it wouldnt help they charged me and that was it they where not going to change it.

Desired Settlement: I would like at least 3 of the overdraft fees to be returned to me. Wouldnt even got any if they would have honered the poljcy that i was told when i opened the account with them but the way they do it i makes them money by double chargingveveryone

Business Response:

I am in receipt of your letter to the Better Business Bureau (BBB)
and appreciate the opportunity to respond to your concerns.

When you opened your account, we provided
you with a disclosure packet outlining the terms, conditions, and fee schedule
governing your account relationship with us. As outlined in the Deposit
Agreement, the bank pays items and determines the assessment of fees based on
your Available Balance. The disclosure defines available balance the balance
that, "includes the amount you have on deposit from the prior banking day
minus (a) deposits that are not yet available for withdrawal under our funds
availability policy, (b) debit card or other transactions that we are legally
obligated to pay, or have already paid out in cash, (c) other pending
transactions like ACH debit transactions, and (d) any holds on your account to
comply with court orders or other legal requirements."

We show you visited the branch in July to
understand why your account had become overdrawn. At that time, our
representatives outlined your account activity, reinforced transaction
processing as outlined in the disclosures, provided you with the various tools
available to monitor your account balance, and credited you with a courtesy
refund.

On October 6, and 7, 2013, when your account
became overdrawn, you made use of the full overdraft privilege you selected at
time of account opening when you initiated transactions totaling $532.61
against an available balance of $271.57. Please take some time to review your
account activity on the enclosed DDA Holds/Transactions History documents and
read through the last page which contains important information on how
overdrafts are assessed and what you may do to report unauthorized activity on
your account.

In an effort to resolve this matter amicably and assist you with
bringing your account back to good standing, a courtesy refund of $69.94 has
been credited to your account. Please take this opportunity to make a deposit
to cover the remaining negative balance in your account. The Ibllowing
information is provided as a reminder of the information covered in our
disclosures and discussing in your July visit to the branch.

To
avoid overdrafts going forward, we suggest you maintain an accurate transaction
record of your account. The account will not be assessed an overdraft or
non-sufficient funds fee if at the time you write a check or otherwise
authorize a payment from your account, there are sufficient available funds on
deposit to cover all previously authorized outstanding debits as well as the
new transaction being initiated.





Several tools are available to you to assist you in reconciling
your account and tracking your available balance. We offer text alerts through our
free mobile banking service. You can elect to receive email alerts through your
online banking account. Our 24-hour telephone automated customer service system
is also made available to all our customers.

You may also wish to enroll in AccountTRANSFER, a contractual
agreement for overdraft protection. Simply open a "transfer from"
account in addition to your checking account. Then, if debit transactions are
presented for payment for more than your checking account available balance, we
will make one transfer per day of available funds from the "transfer
from" account to cover the non-sufficient funds (NSF) items. lithe
"transfer from" account does not have sufficient available funds to
cover the overdraft, all available funds will be transferred. Regardless of the
number of non-sufficient funds items, only one transfer fee will be assessed.
After the AccountTRANSFER transaction is completed, any debit items not covered
by this process will still be subject to a per-item non-sufficient funds fee.
Please see our Banking Services and Important Account Disclosure brochures for
additional information.

Should
you require further information or assistance, please do not hesitate to
contact me directly at ************.

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

Support Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Thursday, October *** at ******* I attempted to get money out of an ATM at the bank in *** ****. The ATM did not dispense the money. My wife immediately went to the front and explained to ***** ********** (********* ****** *******) that the ATM had take the money and not dispensed it. ***** gave us the number for the claims dept. I called the claims dept and **** told me that I could go back to the branch and have them perform an audit. So I went back to the branch and ***** ********** was pretty rude acting as if it wasn't the banks problem at all. But after I pressed her on it, she said she would keep my information and ask an audit would be done when the ATM company showed up to fix the machine later that day on the ***. So I came home and thought that she would follow through and contact me back on the status. On Monday the ***, I called the bank to see the status because I hadn't heard anything from ***** or anyone from the bank and the claims dept said that nothing had been done and I needed to file a claim with the claims dept. So I got upset and got them to transfer me to *********. ********* said that she would personally over see it and expedite the process and she would contact me back *******. Well here it is ********* the ***. *** *********** **** still hasn't done anything to get my money back to me and it has been 6 days. UNACCEPTABLE!

Desired Settlement: I WANT MY $200 BACK IN MY ACCOUNT. I HAVE SPENT OVER 4 HOURS OF MY TIME CHASING DOWN PEOPLE AT THIS BANK TO GET MY MONEY BACK IN MY ACCOUNT. AT THIS POINT I FEEL LIKE THEY ARE JUST GOING TO STEAL IT FROM ME!

Business Response: October **, 2013

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

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

********, ***** *****

Re: Better
Business Bureau Case # *******

Dear Mr. *******,

I am in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns. I apologize that you did not receive the attentive service we strive for when you reported that our ATM did not dispense the cash you requested.

As outlined in your letter, we show you made several attempts to report the ATM dispense error which occurred on October *. 2013. When you spoke to ****** **** ********* ******* ******* on October *****, an investigation was initiated, the error was corrected, and we extended our sincere apology for your inconvenience. Funds were credited back to your account that same day.

Should you require
further information or assistance, please do not hesitate to contact me
directly at ************.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company has the pleasure of being one of the most horrible experiences I have ever dealt with. to start, I opened an account for a secondary job I was taking on. Being that the bank was located in my local *** grocery store, I found the location convenient. I deposited $50 in my account to start it. I recieved my debit card in teh mail and was happy go lucky, until I stopped to use my card for teh first time to purchase gas at the pump. I was confused when my debit transaction was declined and thought there may be something wronbg with my pin, so I proceeded to use it as a credit transaction which went through just fine. Upon checking my balance after my first transaction, I realized they charged me a fee for some reason. I contacted teh customer service who informed me that the pump attempted to authorize a $90 amount and I only had $50 in the account so they cahrged me a fee. My other bank has never charged me any type of fee like this and understands that just because an authorization is put in, it doesnt mean I am going to purchase that amount. Upon asking how I am supposed to know what the preauthorization charge would be I was told that it is posted on every pump. I have looked at every pump in the several months since and have never seen anything of the sort posted. The representative told me if it isnt posted then the fuel company is breaking a law..? This one fee was credited back. I used my card one more time to purchase lunch and that has been it. I was shocked after a month or so had passed that I recieved a statement showing my account was negative around $75 dollars. Upon speaking with another representative, they explained that I didnt meet the minimum amount of transactions with my card so they charged me a $25 fee. The fee caused my account to go negative and because of this I have been charged $2.50 every day. I requested my account be closed immediately in an effort to stop accruing fees as I already didnt have the money to pay the amount I had been charged. The representative then informed me that I could not close the account with it having a negative balance... So to reiterate, so far, I opened an account with $50. Used my card once and was charged a fee. Called that fee was refunded. Used my card again had a positive balance, and a month later am more negative in my account than I have ever been positive..? As you can imagine, this did not make me happy. I asked to speak to a ******* and after a while was able too. The ******* finally offered to credit a small amount ($19? I think) if I could pay the remainder. I explained to the ******* that I am a single income household and my wife stays home to care for my child who was born with disabilities. I think she really could have cared less. Not that I was using this information as an excuse, I was more attempting to explain to the lady that I rarely have any extra money to pay unexpected charges and that I had no money readily available to pay anything that day. I ended up becoming so frustrated about the whole situation that I did not pursue anything further on the call. Since then, the account has still continued to accrue daily cahrges and is closed to $200 at this point. $200 negative in an account that I never used. At one point I asked the collection calls to stop as I have decided not to pay any amount for this. I have never heard of a bank charging such outragous and rediculous fees. I am still with my other financial institution and to this day if my account goes negative, I am simply charged an overdraft fee. There is no daily charge if I am negative. I am also able to use my debit card to purchase fuel as they only charge the actual amounts I get, and could care less about the short term hold. At the end of the day, I really think FNBT is very sketchy and charges its customers for things that should be illegal. How is it I can be expected to pay hundreds of dollars for an account in which ever had a max deposit of $50 and was maintained by me to be in the positives. Im not sure how their operations *******s and leadership can go home and sleep at night knowing they are taking advantage of their customers and impacting their lives in such a negative light.

Desired Settlement: I would really appreciate FNBT to erase their erroneous charges and simply close the account. I would prefer us to both walk away from this mistaken relationship unscathed. Again, I do not have the money to pay these charges and this can only lead to additional expenses on their part attempting to collect what they call a debt and further negatively impact me in ways of my credit. I cannot pay this "so called debt" as I do not have the means to do so.

Business Response: Dear *** **********,

I am in receipt of your letter to the Better Business Bureau (BBB) and appreciate the opportunity to respond to your concerns.

We show that you established a Power Checking account with us in May 2013.  At that time, we provided you with a disclosure packet and discussed the terms and conditions of the account with you.  In order to avoid a monthly maintenance fee with a Power Checking account, you must: 

* Maintain a $100 minimum balance, OR
* Receive a direct deposit of at least $100 during the monthly statement cycle, OR
* Make at least 8 debit card purchases during the monthly statement cycle.

When you did not meet one of these three requirements during your statement cycle ending July 29, 2013, we assessed the disclosed maintenance fee.

As outlined in Banking Services brochure, a negative balance fee will be assessed each banking day that your balance remains negative beginning on the sixth banking day after your account becomes overdrawn. Your account was assessed this fee beginning August 3rd.

After listening to recordings of your call made to customer support on August 19.2013, our representatives discussed the terms, conditions, and fees assessed your account.  They provided information on available tools to assist you with monitoring your account balance and offered a courtesy refund of a portion of the negative balance which you refused. 

When the account remained overdrawn, the disclosed terms, conditions, and fees continued to apply until September 27th when the outstanding balance of -$171.32 was charged off.

In an effort to resolve this matter amicably, a courtesy refund of $171.32 has been credited to the account.  Your account is now closed.

Sincerely, 


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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/1/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I went into the branch located in Grapevine, TX and opened an account with ***. At that time he called to verify the check I was using to make the deposit. He and a lady who said she was the ********* ****** ******* told me the check would not clear. They then told me they would place a hold on the check to avoid me paying an NSF fee. However I later find out after getting my statement in the mail that I was charged an NSF along with daily charges. Now they are not willing to correct the issue at hand.

Desired Settlement: I would like those charges reversed as well as an apology because what was done to me was not right.

Business Response: Dear ** *********,

I am in receipt of your letter to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

We show that you opened your account on August 13, 2013 with a check deposit of $100.00.  The check was returned for non-sufficient funds (NSF) on August 16th.  We charged the check against your account bringing your available balance to zero.

When the transaction of $99.23 from ******** was presented for payment August 19th, your account did not contain sufficient available funds.  The transaction was returned NSF and the associated fee was assessed to your account.  ******** re-presented the debit on August 27th with the same result.

A deposit on September 25th brought your account back to good standing.  Subsequent to the visit referenced in your letter, the ****** ******* provided courtesy refunds of $122.12 on September 26th to assist with the negative balance in your account.  Your account has remained in good standing since that time.

Should you require further information or assistance, please do not hesitate to contact me directly at ************.

Sincerely, 

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




BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/1/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: the bank has incorrectly and justifiably charge my account over two hundred dollars in disguise of overdraft fee when I have opted out and declined any overdraft protection not only I was charged for returned items I was charged an overdraft protection fee on incoming deposit , I called the customer service trying to understand what is going on the rep. was so rude and unprofessional when I asked her to explain she couldn't and she started to go up and down back and forward in transactions just to make the math add up even doing so the it just didn't add up ,I even told her that what you are telling its not what I see in my statement she said don't worry about what you see your statement in the online banking its not right and i should accept her explanation which didn't make any sense whatsoever when I asked about the fee I was charged on the deposit she said well hum I don't know but all i can do is to wave half of the fee ....REALY

Desired Settlement: The correction of all fees and cancellation of the account and most of all stopping the unfair treatment toward the poor who their stitution force them to open a bank account with a bank located in a grocery store.

Business Response: Dear ******,

I am in receipt of your letter to the Better Business Bureau and appreciate the opportunity to respond to your concerns.  After listening to the recordings of you call to customer support, we found that our representatives provided you with information regarding the overdrafts on your account as well as filing an unauthorized debit activity claim.

When you opened your account, we provided you with a disclosure packet outlining the terms, conditions, and fee schedule governing your account relationship with us.  At that time, we asked you to review your options regarding overdraft privilege and make your selection.  You chose full overdraft privilege and confirmed your election by initialing the signature card (copy enclosed).  Based on your letter, I have removed overdraft privilege from your account.  As outlined in the enclosed notice, please allow up to five banking days for this change to take place.

Recently, you made use of the overdraft privilege you selected when you established your account with us when you initiated debits totaling $249.00 against an available balance of &192.76.  We used our discretion to approve and pay most of the items into overdraft assessing the associated overdraft fee for each transaction.  The Paypal/Echeck of $61.00 was marked non-sufficient funds (NSF) and returned unpaid.  You were notified of the overdrafts and NSF items in your account by mail.

The enclosed documents entitled DDA Holds/Transactions History show your account activity on September 23,24, and 30, 2013, when your account became overdrawn.  Please take some time to review the account activity and read through the last page which contains important information on how overdrafts are assessed and what you may do to report unauthorized activity on your account.

In an effort to assist you with closing your account, I have provided a courtesy refund of $82.39 bringing your overdrawn balance to negative -$163.10.

Since your account is currently overdrawn, we would like to provide you with the following choices to resolve the negative balance.  You may:

1. Make a deposit sufficient to resolve the overdraft and bring the account to a zero balance.

2.  Choose to accept a variation of our Deposit Agreement and accelerate the charge-off of your account.  By choosing this option, you acknowledge and agree to the following: 
a) The identified account is currently overdrawn.
b) Section 22. Overdrafts of the Deposit Agreement states "The amount of any overdraft and NSF fees are due and payable as of the date incurred.  If you have a joint Account, each of you, and the Agent (if applicable) drawing the check or other debit creating the overdrafts, shall be jointly and severally liable for the amount of such overdraft and NSF fees."
c) All pending ATM or debit card transactions that the Bank is legally obligated to pay will be posted to the account upon presentation for payment and will be subject to assessment of applicable fees.  The posting of these transactions may cause the amount of the existing overdraft to increase.
d) The account will be closed by charging off the overdrawn status as an uncollected debt. 
e) By accommodating your request, the Bank does not waive any collection rights including the right to report the charge-off to a collection agency.
f) This request is subject to Bank review and approval and you will be notified in writing of our decision to honor your request.
g) My account is subject to the disclosed Recover Fee as outlined on the Banking Services Brochure.
Please provide us with your election as soon as possible by visiting a branch, contacting me at 254-680-5795 or sending a signed written request.  Until we receive your response, you account is subject to the terms, conditions, and fee schedule as disclosed at the time of account opening.
Should the account balance remain negative, it will be charged off and may be reported to an agency for collection. In order to avoid the charge off of your account, you may make a deposit equal to the overdraft amount in your account.  Deposits can be made at any of our branches or by mail to First Convenience Bank, Attention: Mail Teller, PO Box 937, Killeen, Texas 76540.

Sincerely, 


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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On July *** 2013 I went to make a cash deposit in my wife's account and I had a hand written check from the owner of my company to put in my account. The guy that took the deposit said my wife's deposit would be there in the morning. I said ok, then he seen the check I wanted to deposit and said your wife is over drawn would you like to put some money in her account as well? I said sure why not. He did not say anything about the check being on hold. So I went about my business, I used the debit card 3 or 4 times. Friday the *** I tried to use it and I was unable to use it. So I went to the bank and that is when the manager said we can't verify the check because it is hand written. Until it is verified we can not release any money. So now they tell me they are going to charge me all the overdraft charges until it clears and then when it clears they said they will not credit my account for all the charges. I am in the customer service business myself and this bank has no idea what customer service is at all. I will be changing banks asap. Never again will I bank with them as soon as my check clears.

Desired Settlement: I would like to have all of the charges they charged me to be refunded in to my account.

Business Response: I am in receipt of your letter to the Better Business Bureau and
appreciate the opportunity to respond to your concerns.

Upon research of your concerns, I found that a delayed
availability hold was placed for funds From your deposit of $2,500.00 during
post-deposit review on July *, 2013. At that time, a notice of delayed
availability was mailed to you at the address on file. I have enclosed a copy
of this notice for your records.

This notice states if you were not aware of the hold at that time
of deposit and overdraft fees are incurred as a direct result of the hold, the
fees may be refunded.

We show refunds totaling $69.94 were issued to the account on July
*, 2013. However, one additional fee of $34.97 was incurred as a direct result
of the hold. This fee has been refunded to the account today.

Should you require further information or assistance, you may
contact me directly at *************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/15/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This bank engages in unbelievable highway robbery. I received a $35.00 charge for each amount that posted beyond my available funds. There were 3 purchases that were posted, all totaling less than $30.00 but instead of bank taking one fee, they charged my account 3 separate times. I have the bank app downloaded on my phone and it is very inaccurate. There is no sufficient way to be able keep current with your account besides, per there too-late suggestion "writing every transaction down that happens within the account". And honestly, who does that? That counters the whole reason for downloading an app and receiving text messages and reminders of transactions. First National Bank PURPOSELY does this to be able to cheat people out of money. Then they put their institutes in places like supermarkets and then come out and solicit to people as they shop about opening accounts with them. I have dealt with 3 different "bank ********" (and I use the term loosely) about the same issue, NONE have been able to efficiently rectify my complaint or do anything satisfactorily for the account. They are very poor in the areas of consumer etiquette and problem resolution. Also, last week when I went to close the account, a "*******" encouraged me to hold off until she could speak with her boss and get something done. She assured me that she would get the matter handled in some way. Well, that was on a Wednesday afternoon and yet, on a Tuesday...I go to the branch only to be told that nothing could be done by yet another "*******" who offered to remove one of the overage charges. When I went to get the money to bring the account back to the positive and close the account still (because by this point, I am discouraged by all of the shoddy practices and inept ********** skills) she says, "Well, since you're closing the account, I cannot remove the portion that I said that I would remove." Excuse me? She didn't say that her removing funds was based on me leaving the account open. It was a whole lot of lies and deception involved and I am very regretful that I was ever duped into trusting them.

Desired Settlement: I would like them to refund my money and change their policy as it pertains to overage charges per day and incorporate the ability to opt out of the ability for the account to be overdrawn period (which they don't have).

Business Response: Dear *** ****:

I am in receipt
of your letter to the Better Business Bureau and appreciate the opportunity to
respond to your concerns.

Upon research of your concerns, 1 found that we also received a Customer
Feedback form from you on September 10. A representative contacted you by phone
at that time and resolved this issue with you directly. The  account history, the transactions which caused
a negative balance and the posting order of transactions were all discussed.
Information was also provided regarding the options to avoid a monthly balance
requirement fee.

Courtesy refunds totaling $82.39 were provided in an effort to assist you
and resolve the issue amicable. You stated you were satisfied with the
resolution and agreed to maintain the account relationship.

Should you require further information or assistance, you may contact me
directly at ************.

Sincerely,


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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/15/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 8/16 I contact First National Bank Of Texaa checking my balance, They inforned me that I had overdraft charge for 189.00. I asked they what were the charges. They told me ****** took three transactions. $6..99, $12 $54, I told them I would have ******* call in have the funds refunded. They informed me that tgey woukd then reverse the charges once they sent over the credits. I called the next day and they stated my balnce was 309.09 and that ****** had only sent one credit. First national wiyld nit give me credit for the overdraft fee. I was misinformed by the pervious rep and lied to by tge *******. They told me that they would only give me a credit for 69.99 even though they could see that ****** was giving me credit. ******** (******** stated that I signed up for overdraft in the 24 of July. I asked ******** for her full name and she did nor provide that to me.. I asked for the Corperate phone number and was told they didn't have a number to give me. (Agent ****** *******) I can't believe I would have to pay my hard earned money bc of a mistake not my fault. Due to this bank actions I will loss my daycare and possibly my job. I begged the ******* to please consider what would you do if this happened to you and she keptsaying...I know how you feel. She told me that 69.99 would be gicing to me as a courtesy. I didn't need a courtesy...I need the issue to be resolved. I tried to call ****** while I was on the phone with a bank rep but he hung up the phone on me. This issue should be serious looked into...This is not far to me as a customer!

Desired Settlement: I'm paying for a mistaken not by me and I want my money back so I don't loss everything Ive workes hard to uptain

Business Response: I am in receipt of your letter to the Better Business Bureau and
appreciate the opportunity to respond to your concerns.

Upon research of your concerns, I found that an escalation email
regarding these concerns was sent forward from Customer Support on September I
8th. That information was shared with **** ********* of Customer
Relations, **** ******, who contacted you by phone at that time and resolved
the concerns with you directly.

Refunds totaling $279.76 were provided in an effort to assist you
and resolve the issue amicably. You stated you were satisfied with the
resolution. You also requested the removal of discretionary overdraft privilege
from the account, so we processed that update to your account at that time.

Should you require further information or assistance, you may
contact me directly at ************.

Sincerely,

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/10/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 1st national bank of Texas branch location **** ** ******** ****The deposits I have made compared ti the purchases I have made on my balance, the purchases are lower. I was not told about signing up for the website or I would be cahrged 5 dollars a month, they have over drafted my account to -300.00 keep in mind the deposits I have made are more than the purchases I have made, yet I owe 300.00 They will not help me and I will not help them that is no resolution. I have spoke to everybody from branch manager to supervisor at call center. I'm writing this to maybe have something happen even if the odds are 1 in a billion. I feel ripped off by them. I have asked for the late fees to be taken off or even half way met, because I was never told that because i did not sign up for there website i would get charges. Each deposit I made was going in there pocket, then I would go use the money I deposited but I was actually spending the negative balance getting hit by more over drafts. Some how I now owe them 300.00 $ if you add up my deposits and up the purchases the purchases are less! They actually owe me 30 some dollars.

Desired Settlement: bring my balance to 0 and I will continue to use the account.

Business Response: I am in receipt of your letter to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

When you opened your account, we provided you with a disclosure packet outlining the terms, conditions, and fee schedule governing your account relationship with us. At that time, we asked .oti to review your options regarding overdraft privilege and make your selection. You chose full overdraft privilege and confirmed your election by initialing the signature card.

Since the terms to avoid an associated monthly account maintenance fee were not met, the $5.00 fee was applicable. In addition, transactions were presented for payment against insufficient available funds, resulting in the assessment of associated overdraft fees.

As disclosed when you established your account, the Bank pays items presenting for payment based on the available balance. The available balance includes the amount you have on deposit ftom the prior banking day minus (a) deposits that are not yet available for withdrawal under our finds availability policy, (b) debit card or other transactions that we are legally obligated to pay, or have already paid out in cash, (c) other pending transactions like ACH debit transactions, and (d) any hold on your account to comply with court orders or other legal requirements.

Several useful tools are available to you including online banking, mobile banking, and our telephone automated customer service system to help you keep your register up to date. These tools enable you to set up email or text message alerts for balance information and low balance warnings. Simply go to **** ********, click 'Resources' on the left side of the screen, then click the Banking Basics button on the right of the screen to learn how to set up these features.

In an effort to assist you and resolve this issue amicably. we have issued a courtesy refund of $189.68, or half of all overdraft and daily negative balance fees assessed. The remaining negative
balance due is -S144.68. To avoid further fee assessment on the account, please make a deposit to resolve this balance at any of our branch locations or by mail to ***** *********** **** — ***** ****** * **** ****** *** *** * ******** ***** *****.

If you are unable to resolve the remaining negative balance, you may be eligible to receive a resh Start Loan. This product is designed specifically to assist with repayment of an existing




overdraft at ow- bank Nkith repay mem terms of up to 6 (six) months. For more information or to apply lOr a 1.resh Start Loan. you may:

a) Visit your local branch and speak to a bank representative

b) Contact Customer Support at ***** ********

c) Visit our \'‘ ****** ** *** *************, click loans, click consumer, click fresh start loans.

You may also choose to accelerate the charge-off of your account without entering into a repay ment plan. By choosing this option, you acknowledge and agree to the following:

a)   T'he identified account is currently overdrawn.

b)   Section 22. Overdivii.s of the Deposit Agreement states The amount of any overdraft and NSF fees are due and payable as of the date incurred. If you have a joint Account, each of you, and the Agent (if applicable) drawing the check or other debit creating the overdrafts, shall be jointly and severally liable for the amount of such erdraft and NSF fees.'

c)  All pending ATM or debit card transactions that the Bank is legally obligated to pay will be posted to the account upon presentation for payment and will be subject to assessment of applicable lees. The posting of these transactions may cause the amount of the existing merdraft to increase.

d)   1 he account will be closed by charging off the overdrawn status as an uncollected debt and will be charged a recovery fee of $10.00 if overdrawn less than $25.00 and $49.00 if overdrawn more than $25.00

e)   By accommodating your request, the Bank does not waive any collection rights including the right to report the charge-off to a collection agency.

A request to accelerate the charge-off °Ian overdraft account is subject to Bank review and approval and we will advise you in writing of our decision.

Should you require further information or assistance, you may contact me directly at ************.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/27/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I open an account with this bank to be able to do some saving now and then since they don't charge a month base prime I tough it was perfect for me to do some saving in here I open the account and the guy who help me told me a was getting a debit card in the mail and I should reive it in 5 to 10 day since then I haven't recive a card but I check my account online and I have several charges from the bank about some companys where traying to charge the card and since I dindt have money the bank the bank reject does charges but they charged me fees for rejecting them , I call them and ask them what was going on and they teld me to call those companys and ask them to stop traying to charged the card but that I was responsible to pay the fees for the bank put cause I was responsible of the account when I never use this account at all.this is the worse bank to bank with

Desired Settlement: Take the debit card fees off and closed that account and a lettler of apology will be fine

Business Response: I am in receipt of your letter to the Better Business Bureau (BBB) and
appreciate the opportunity to respond to your concerns.

We show you
received a temporary debit card on June 25, 2013, the same day you established
your checking account with us. A permanent card was mailed to you June 26'1)
and an attempt to activate the card was made on July 1st. All debit
attempts made with your debit card were declined and the associated denial fee
was assessed.

After listening
to recordings of the calls you placed to customer support to get assistance
with your account, we find that there may have been a misunderstanding by our
representative. Although our representative did cancel the card upon your
request to avoid any further debit attempts, I apologize that we were not more
attentive in meeting your needs.

Based on your
letter to the BBB and the results of our research, we have credited your
account with courtesy refunds of $77.74 to bring the balance to zero. The
account is now closed.

Should you
require further information or assistance, please do not hesitate to contact me
at ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/20/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On August 20, 2013 Transaction 17, I made a purchase of $1.06 and had a balance of $90.18, Immediately after that purchase my account went into the negative of -$49.70. I was charged with a overdraft charge of $139.88 for no legitimate reason. I didn't have any clue that my account was in the negative because I was locked out of my online banking, I was under that assumption that my account was in the positive so I made a couple other purchases. On August 21, 2013 Transaction count 9, I was again charged another overdraft fee of $209.82 because the account was unknowingly in the negative. On August 22, 2013 I placed $662.00 into the account which debited out all of the the overdraft fees which left me with $144.26 which was not correct. On August 23, 2013 I had my account unlocked and reviewed the account and seen that the bank charged me on August 20, 2013 on Transaction count 16 with a overdraft fee of $139.88 that placed me in the negative of -$49.70 when I had $90.18 in the account. and charged me again on August 21, 2013 Transaction count 9 for the amount of $209.82. I printed off the account summary from my online access account for evidence to bring to the bank to resolve the next morning. On August 24, 2013 I went into the bank and discussed this matter with the banker to attempt to resolve this at the lowest level but she continued to insist that they're were pending transactions that "could" have went through but I showed her my printout of the account and what transactions where made and that no pending transactions were made when the bank charged me with overdraft fees for an account that was in the positive and showed no reasonable reason why they charged me with the overdraft fees continuously. I requested that my money be refunded from non reasonable unauthorized overdraft fees and the banker stated she had to contact corporate to review the matters at hand and that I would be contacted regarding that matter that afternoon. I never heard from no one and was ignored regarding this matter that day nor till this day I am filing this complaint. I am only seeking that the overdraft charged be removed due to their is no legitimate reason for the charges when I was in the positive by $90.18 and no other accounts were made to even justify why this account went into the negative that day of August 20, 2013 on Transaction count 16 nor 17. I made copies of this so that nothing can be construed if needed by the BBB.

Desired Settlement: I am seeking that all overdraft fees be removed from the account so that my account will be placed back into the positive where it should have been.

Business Response:

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

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

Re: Better
Business Bureau Case # *******

Dear *** *******,

It was my
pleasure to speak with you today about your letter to the Better Business
Bureau (BBB).

When you opened
your account, we provided you with a disclosure packet outlining the terms,
conditions, and fee schedule governing your account relationship with us. At
that time, we asked you to review your options regarding overdraft privilege
and make your selection. You chose full overdraft privilege and confirmed your
election by initialing the signature card.

Recently, you made use of the overdraft privilege when you initiated
transactions totaling $158.97 when your available balance was $134.51. We used
our discretion to approve and pay the items into overdraft assessing the
associated overdraft fee for each transaction.

After listening
to recordings of the calls you made to customer support to understand how your
account became overdrawn, we found that you had attempted to reestablish access
to online banking and mobile banking. Our representative assisted you in resetting
your password for online banking and provided you with available balance
information.

To supplement the information provided during the calls, we have enclosed
documents entitled DDA Holds/Transactions History which show your account
activity between August 20 and 21, 2013, when your account became overdrawn.
Please take some time to review the account activity and read through the last
page which contains important information on how overdrafts are assessed and
what you may do to report unauthorized activity on your account.

In recognition of
your efforts to monitor your account balance, we have provided a courtesy
refund of 6 overdraft fees The following information is provided to help you
avoid overdrafts going forward.

We suggest you maintain
an accurate transaction record of your account to avoid unwanted fees. The
account will not be assessed an overdraft or non-sufficient funds fee if at the
time you write a check or otherwise authorize a payment from your account,



there are
sufficient available funds on deposit to cover all previously authorized
outstanding debits as well as the new transaction being initiated.

Several tools are
available to you to assist you in reconciling your account and tracking your
available balance. In addition to your online banking account and our 24 hour
telephone automated customer service system, we offer text alerts through our
free mobile banking service. You can also elect to receive email alerts through
your online banking account.

You may also wish to enroll in AccountTRANSFER, a contractual agreement
for overdraft protection. Simply open a "transfer from" account in
addition to your checking account. Then, if debit transactions are presented
for payment for more than your checking account available balance, we will make
one transfer per day of available funds from the "transfer from"
account to cover the non-sufficient funds (NSF) items. If the -transfer from" account does not have sufficient
available funds to cover the overdraft, all available funds will be
transferred. Regardless of the number of non-sufficient funds items, only one
transfer fee will be assessed. After the AccountTRANSFER transaction is
completed, any debit items not covered by this process will still be subject to
a per-item non-sufficient funds fee. Please see our Banking Services and
Important Account Disclosure brochures for additional information.

Should you
require further information or assistance, you may contact me directly at
************.

Sincerely,


*** ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/7/2013 Billing/Collection Issues | Complaint Details Unavailable
9/7/2013 Problems with Product/Service | Complaint Details Unavailable
8/31/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: At the beginning of each month i always set up my bill pay to be paid on the 3rd of every month. For some reason this month my bills were not paid on the 3rd but on the date i had set up my payments. i am on disability and i receive my check on the 3rd of every month. so i make sure my payments do not get posted until that day. since i my payments were posted early, i was charged almost $400 in overdraft charges. like i said, i am on disability and i can not afford to pay that kind of money, especially since it was not my error. if you were to review my bill pay history. you will see that i have never posted my bills to be paid until my check has deposited. i went to my local office to try to resolve this issue and they said all they can do is give me payment options to pay them back and if i wanted to speak to someone to assist me in this matter i would have to call the number on my bank card. i called the 800 number and they could not help me and i tried calling back but was hung up 2 or 3 times after that. i have the cell phone logs to attest to this. this was definitely a software problem. and i should not be held accountable for their software glitches.

Desired Settlement: i wish to have my account closed and all charges cleared off my account

Business Response: Dear *** *******

After receiving your letter to the Better Business Bureau, you
were contacted by ******** ******* ****** *********.

*** ********** discussed with you our finding
regarding your July bill payments and the resulting overdraft balance of your
account. During our research, we found that the payments were requested on July
1.2013 and scheduled to be debited that same day. In reviewinu, other bill
payments that you scheduled for May and June, we noticed that you in lact
scheduled hills to he paid on the ri of those months.

laking into consideration your letter and the
bill payment history, a courtesy refund was credited to your account to assist
with the overdraft fees that were assessed following the July bill payments.
You agreed to make a deposit to cover the remaining negative balance in yotw
account.

We appreciate the opportunity to provide you
with a satisfactory resolution to your concerns and hope that you would
reconsider your decision to close your account. Should you require further
information or assistance. you may contact *** ********* or me directly . You
may reach me at ************.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was checking my online banking statement this evening and I noticed that I was given an overdraft fee even when I had a positive balance. on 7/27/2013 I had one purchase that was done it was 10 dollars from ******* which brought my balance to 3.99 well very same day on 7/27/13 I was given a 34.95 overdraft fee.

Desired Settlement: DesiredSettlementID: Refund I just want my 34.95 back

Business Response: Dear *** *****:

It was a pleasure to speak with you by phone about your letter to the
Better Business Bureau.

In our call. we discussed the transaction activity and overdrafts
assessed to your account on July 17 and 18. Enclosed for your review are
documents titled DDA Holds/Transactions History outlining the posting detail
for each of those days. Please take a moment to read the last page as it
contains important information about each section of the posting detail. This
page also provides contact information and how to report unauthorized
transactions.

In addition to online banking, mobile banking and our 24- hour automated
telephone information service are other tools available to help you keep your
transaction register and account records up to date. Mobile banking and online
banking enable you to set up email or text message alerts for balance
information or low balance warnings. Go to www.Istcb.com and click 'Resources' on the left side of
the screen, then click the Banking Basics button on the right of the screen for
guidance in setting up these features.

You may also wish to enroll in AccountTRANSFER. a contractual agreement
for overdraft protection. When you open a "transfer from" account in
addition to your checking account, we will make one transfer per day of
available funds in the 'transfer from" account when debit transactions
presented for payment exceed the available balance in your checking account. If
the "transfer from" account does not have sufficient available funds
to cover all of the non-sufficient (NSF) items. all available funds will still
be transferred. Regardless of the number of NSF items covered by the transfer,
only one transfer fee will be assessed. After the

Account TRANSTER
routine is completed, any debit items not covered by this process will still be
subject to a per-item NSF fee. Please see our Banking Services and Important
Account Disclosure brochures for additional information.

Should you require further
information or assistance, do not hesitate to contact me directly at
###-###-####. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was wrongfully charged NSF fees multible times while my account had a positive balance. I noted my account having an esspecialy high negative balance. upon inquiering into the matter I was given no other reason for this bank failure other than, I'm sorry sir but our policy is to charge a $34.95 fee for all transactions with a negative balance" I attempted to explain that my account was made negative by the bank and the fees applied to my account that was unsubstanciated by an adverse action on the part of the bank.

Desired Settlement: I am simply requesting a refund of the fees incurred on my account of $395.88 that I beleive was in error

Business Response: **** *****
** *** ****
******* ***** ** *****

Re: Better
Business Bureau Case I* *******
Dear *** *****,

It was a pleasure
to speak with you by phone today about your letter to the Better Business
Bureau (BBB).

We discussed the
method by which transactions clear your account, the way overdrafts are
assessed, the credit of electronic direct deposits and some solutions to assist
you with bringing your account back to good standing.

A courtesy refund
has been credited to your account. ****** ******* ***** ****** has contacted
you to provide information regarding electronic statements and assist you with
applying for a Fresh Start Loan.

Should you
require further information or assistance, you may contact me directly at
************.

Sincerely,

*** ********

Consumer Response: 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,

**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have an account with FNBT (*********). I been having a problem with my previous accounts that I had and nobody seems to care to get issue resolve and it has affected me greatly in a financial way. There was fraud done to my account and when my direct deposit from my employer was made on 4/11/13 it took almost all my funds due to it and the bank NSF fees, I was left with only $200 after covering my overdrafted balance of $976. I went to the branch locates on ******* **, *** *******, TX to file a claim, police report, and even an affidavit; I did everything that was asked from me and this claim has not been resolved to this date (5/13/13) I've already talked to the claims representative (***), ****** ***** ******* (*****), ****** ******* (*******), and ******** ******* (****) but no one has done anything to return my funds to my account everyone say that they will work on it but I know that it doesn't take this long to get a claim approved or denied and I cannot go any longer without my money especially now since I came across a financial hardship that involves me and my kids to loose the place where we live because we cannot pay the rent, it has been over a month without any resolution. I also need to file another claim for account ending in **** because that account also was overdrafted by $200 but I'm scared to file another claim due to the first initial one hasn't been handled in a timely manner and don't want anything to delay it any longer. I trusted FNBT to protect my money and to be my advocate when needed and still choose to continue to do business with FNBT. I just can't believe that FNBT has allowed me to be affected financially by fraud even after complying and doing everything that I was told to do. Every other financial institutes don't allow their members to get affected by it, they return the funds to the member's account after filing the claim with their fraud department, giving the member a sense of security by taking full liability until claim is closed. I always spoke nothing but good things about FNBT and how FNBT first priority was its members and their financial needs but now I don't know how to respond due to all I've been through. I feel that it was my fault that fraud was done to me, that I could of avoided this by doing something different especially because of my current situation with loosing my house. I just hope that who ever gets this message can help me by the end of business day (5/13/13) and re-gain that security level that I had when it came to my money and who I trusted with it, because if it don't then I won't have a choice but to leave my house and be in a much worst position that what I already am.

Desired Settlement: Close out everything except for my current active account and issue credit of 976.00 since claim hasnt been closed after their 2 weeks time period for resolution and the horrible experience I've been through.

Business Response: I am in receipt of your correspondence to the Better Business Bureau (BBB) and appreciate the opportunity to respond to your concerns.

We show that you filed an affidavit Of identity theft which was received April ** .2013. The affidavit disputes six checks that were alleged forgeries. These checks presented for payment against
your account, returned unpaid, and assessed the associated non-sufficient funds (NSF) handling fee.

In an effort to collect further information, the claim investigator attempted to contact you on April **** and left a voice mail message with a return telephone number. When you contacted us by phone on May ***, the claim investigator discussed the status of your claim with you. Although your affidavit Stated a police report had been filed, you indicated that you had not .filed a report. It was agreed that you would file a police report and deliver it to a local branch when you had an opportunity.

During your visit with ******** ******* ****** ********* at our branch on May ****, you provided the police report. A refund of the associated NSF fees totaling $209.82 was credited to your account on May 14th.

Your letter to the BBB mentions that there may be additional transactions that you feel were unauthorized. Any unauthorized ACH or Debit Card transaction must be reported within 60 days of
the statement date by calling ************ or **************: select Option * and then Option * to reach a Claims Resolution Specialist. They are available to assist you ****** • ****** **** **** ** **** ***** ******** **** **** ** **** **** *** ****** ***** **** ** **** ***. Once a claim is filed, an investigation will be completed by a claims representative.

Consumer Response:

Complaint: *******

I am rejecting this response because the statements that the representative is saying that happen never trully happen. I did complete that affidavit among other documents that I was told to be required by the bank to do their "job", which by the way it was poorly executed by all personnel involved in the handling of my case/claim. I was told that I would have to wait to get any of my check that was Direct Deposited into my account due to the claim being open and claim representative taking his time and abusing the banks policy to solve an issue that was obvious that it was fraudulant activity indeed (6 checks to same individual for the same amount of $100.00). Either way claim was set to be close no later than the 3rd of May, 2013. a whole month after claim was filed, which their own policy says it may take up to 10 business days (2 weeks) not 20 business days (4 weeks) but I said oh well I lost my house, my car, my job due to always something new that I had to get done atleast I can look forward to that date which came and norhing was done but finally a call that I initiated due not having my money on the promised date which it was the 3rd of May, 2013 that I for once spoke with the lady that handled my case and she told me that they never got a copy of the police report and that I needed to file a new one so that she can finally start the claim that I had filed a month ago and that i would have to wait the 10 business days once I gave her the new police report number that she made me file. At the point U asjed for supervisor and she said "NO, there is no one higher than me" so I told her that unless she owned the whole bank then there will always be someobe higher than her then she said "Hold on!!! Im going to try to get my manager on tge phone but she really busy" and I said Ill wait as ling as I have to. I waited over an hour on MUTE because it wasnt a hold due to it being a complete silence and not the music you hear when you get put on hold every other time. My phone died waitibg for the manager and still never came nor left a voicemail nor anything at that point I went to the ******** Manager and to the BBB because that is unacceptable for any customer to go through. I lost my check of over $1200.00 i know is not alot but it was my money because I got only 200 worth in fees back had to take a loan with that bank to put food on my kids plates but my check I never saw my money. So I want what the bank think I deserve for hoing through all that or do I need to file a law suit to get what the judge decides that I deserve for that. **** is aware of the situation too. My email is *********************

***** *****

Business Response:
Dear Mr. *****.

I am in receipt of your follow up correspondence to the Better Business
Bureau (BBB).

While there are
no regulations covering the time an unauthorized paper draft claim should be
resolved, our goal is to provide a resolution within 10 days of the receipt of
a customer claim. Investigations may take longer for many reasons including the
amount of research required and our ability to easily communicate with the
claimant and other parties involved in the claim.

Your affidavit of identity theft was received
April 16, 2013 and resolved May 14th. As outlined in our letter of
May 21st, the disputed checks were returned unpaid so the only
monetary loss experienced was the associated non-sufficient funds (NSF) fees
assessed. Those fees were refunded to your account on May 14th when
your claim was resolved.

To date, we have not received any additional claims of
unauthorized debit activity and consider this matter closed.


Consumer Response: Complaint: *******

I am rejecting this response because:

Regards,

***** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ****** has made a purchase confirmation on my account that I did not authorize.bank is not helping or preceding error and keeps over drafting charges A purchase went thru on my ** * account. I called my bank to stop this I didn't authroeize it. Bank said they can't cancel till it goes thru. Well do to this ****** fee it went through twice. Which overdraft we my account t

Desired Settlement: Due to merchant error from ****** and 1st cb not canceling or stopping this payment that was not authorized by me ********* ******* . My bank a count has went into a over draft . Which I had out purchases pending but had already been pulled out my account. But since ****** went ahead and charged my account with out my permission 1st cb went ahead let it go through and my overdraft fees stated to build up. ****** did not at all want to do a merchant error report 1st cb didn't want to help me in n

Business Response: Dear *** *******.

It was a pleasure
to speak with you by phone today about your letter to the Better Business
Bureau (BBB).

You provided me with details regarding the charge from ******* mentioned
in your letter. When you noticed the charge that you did not initiate, you
contacted ******* the next day and a representative reversed the transaction.
The pre-authorization and posting of the ******* transaction caused fees
totaling $238.23. When you contacted us several times to request a refund of
fees, we gave you confusing information about the appropriate steps.

After providing
the details of your situation to ******** ******* ****** *********, he assisted
you with a refund of' all the fees associated with the ******* transaction. You
agreed that your concerns were addressed satisfactorily and indicated that you
would maintain your account relationship with us.

I apologize for any
confusion we caused when you requested a refund of fees. Should you require
further information or assistance. you may contact *** *********, or I can be
reached directly at ************

Sincerely, 

*** ********




Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

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




















BBB's Final Determination: Consumer accepted resolution offered by the business.

8/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This bank is charging overdraft fees for debits while I still had a positive balance. This ******** the additional overdraft fees. I spoke to ***** a customer service representative and she said she doesn't know why I can't view "the actual date" that the funds were being charged, I explained to her the dates that I saw on my online banking and she had no idea. I also went thru my banking history online and she still does not know. I had a positive balance, until the last transaction there I do recognize I should of been assessed a overdraft fee, not 3 because I had a positive balance before the last transaction. This has happened 4 times before. As well as I mentioned a returned mail fee for $10.00 which is not valid I have checked with my postal office several times and there is no problem with my address, this has happened like almost 6 times this year and I'm tired of calling them to refund it because it is not my fault my address is correct. They keep saying that its my postal office's error, then how come I get all of my other mail and not their mail, apparently there is a glitch or an error in their system.

Desired Settlement: For this inconvenience I would like all fees refunded, which includes all other returned mail fees for $10.00 that I am not aware of and all overdraft fees for $34.97 that I have been assessed in the history that I have with this institution.

Business Response: Dear *** ******,

I am in receipt of your letter to the Better Business Bureau (BBB) and appreciate the opportunity to respond to your concerns.

I apologize that we did not provide you with the high level of service we strive to achieve when you contacted customer support to ensure the address was corrected and request a refund of fees.  During our research, we found that a minor correction has been made, and your account has been credited a refund of $20 representing the return address fees not already refunded.

The following information is to address your concerns regarding transaction processing and assessment of overdraft fees.  When you opened your account, we provided you with a disclosure packet outlining the terms, conditions, and fee schedule governing your account relationship with us.  At that time, we asked you to review your options regarding overdraft privilege and confirmed your election by initialing the signature card.

Recently, you made use of the overdraft privilege you selected when you established your account with us when you initiated debits totaling $166.40 against an available balance of $81.82.  We used our discretion to approve and pay the items into overdraft assessing the associated overdraft fee for each transaction.

The enclosed documents entitled DDA Holds/Transactions History show your account activity on July 1 and 2 2013, when your account became overdrawn.  Please take some time to review the account activity and read through the last page which contains important information on how overdrafts are assessed and what you may do to report unauthorized activity on your account.

In an effort to assist you in bringing your account back to good standing, I have processed a courtesy refund of $100.00.

To avoid overdrafts going forward, we suggest you maintain an accurate transaction record of your account to avoid unwanted fees.  The account will not be assessed an overdraft or non-sufficient funds fee if at the time you write a check or otherwise authorize a payment from your account, there are sufficient available funds on deposit to cover all previously authorized outstanding debits as well as the new transaction being initiated.  

Several tools are available to you in reconciling your account and tracking your available balance.  We offer text alerts through our free mobile banking service.  You can elect to receive email alerts through your online banking account.  Our 24-hour telephone automated customer service system is also made available to all our customers.

You may also wish to enroll in AccountTRANSFER, a contractual agreement for overdraft protection.  Simply open a "transfer from" account in addition to your checking account.  Then if debit transactions are present for payment for more than your checking account available balance, we will make one transfer per day of available funds from the "transfer from" account to cover the non-sufficient (NSF) items.  If the "transfer from" account does not have sufficient available funds to cover the overdraft, all items, only one transfer fee will be assessed.  After the AccountTRANSFER transaction is completed, any debit items not covered by this process will still be subject to a per-item non-sufficient funds fee.  Please see our Banking Services and Important Account Disclosure brochures for additional information.

Should you require further information or assistance, you may contact me directly at ************.

Sincerely, 

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



Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is under satisfactory to me.
In the response received it stated a refund of $20.00 for the returned mail fees and $100.00 refund to assist to bring the account current but no specified date.
I request proof of both refunds and or credits in writing.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ***** *********** **** has unethical collection practices by withdrawing fees for returned mail of $10.00 per mail item returned, if account is over drawn the account is charged $34.97 per transaction plus $2.50 per day that the account is in the negative, This excessive over charging of the customer.

Desired Settlement: Refund and to change their business practices.

Business Response: am in receipt of your letter to the Better
Business Bureau (BBB) and appreciate the opportunity to respond to your
concerns.

We show that we received returned mail for checking
account ending in **** on June **** and applied the associated
return mail fee of $10 as disclosed at account opening. Coupled with an account
maintenance fee and a subsequent debit card purchase, your account became
overdrawn and was assessed an overdraft handling fee.

You contacted us on June ***** to understand the fees
assessed and get assistance with a refund. Although we updated the address and
provided you with a courtesy refund of $34.97 (the overdraft handling Ice). I
apologize that we did not provide you with the high level of service that we
strive to achieve.

****** ******* **** **** agreed to contact
you to explain the fees, set up an appointment to assist your daughtei ith
signing up for estatements and text alerts, and provide a courtesy refund
totaling $15 representing the return mail fee and monthly maintenance fee
assessed your account.

Should you require further information or assistance, do not
hesitate to contact Ms. **** or you may contact me directly at ************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I noticed that my account was in the negatives from purchases that weren't mine within 12 hours after the purchases started happening. I then made a call to the bank and had my card deactivated. Being that I noticed the problem early I was told that things would be resolved within ten days and I would see some money back. However, charges continued to post to the account after I had canceled activity and my account was applied overdraft fees and a daily fee for every day that it sits in the negative. After doing everything I am suppose to do on my end I have had the worst time trying to get ahold of anybody that can give me some answers. My case was assigned a claim representative, ******, and she called me once Monday around lunch time. However, I work in food service so I was unable to answer the phone when she called. As soon as I was able to I called back but was told she was on the phone with someone else and that she would call me back. I waited for a call for about an hour and a half and I didn't get one so I called back and she was away from her desk so I was told she would call me back soon. She never called and when I called again they were closed for the day. I called again Tuesday morning, but she was away from her desk so I was told again she would call me back, but a pattern developed and of course she didn't call back. I called her again Tuesday afternoon around 2:00 and she was out for the day due to an emergency and the staff couldn't even tell me when she would be back. How am I suppose to resolve this issue when I cannot even get ahold of my claims representative? Also, on top of all this I got three calls last week and two calls yesterday informing me of my negative account balance and could I please deposit money soon. With each call I have to spend a few minutes each time explaining my situation to people that should already know it. Why would I deposit money into a account that is being investigated for fraudulent charges? I am a college student that works two jobs to stay on top of all my expenses. I cannot afford to have money tied up in an account while the people that are suppose to be helping be aren't doing their jobs. I have been picking up extra hours at both jobs but with that also comes extra gas money that is nonexistent for me right now. It is final exam time for school and instead of being about to focus and study for my exams I have to work extra hours to fill the void that this unresolved issue is causing me. Answers that I get vary with each person that I talk to from the bank, and I keep getting calls like I should be doing something more but I try and can't get ahold of anyone to do anything. The customer service has been awful, and with a serious matter like this I would think that a bank would want to resolve it. How do I light a fire under their butt to get this resolved?

Desired Settlement: All funds refunded to the account along with banking fees that have caused the account to become overdrawn $600. I have given a statement for each charge that is not mine that should be refunded. A police report has already been filed the first day as well.

Business Response: It was my pleasure to speak with you by phone today about your correspondence to the Better Business Bureau (BBB).

During our conversation, we discussed the unauthorized debit activity claim you filed on May 2. 2013. As part of our investigation, we made contact with the merchants on your behalf and they processed reversals of the disputed charges.

As a result of the rc...versal completed by the merchant AVG on May 10th, we refunded associated fees totaling $37.97. On May 161h, when merchants reversed the remaining disputed transactions, we refunded associated fees of $360.61. A copy of each of the letters describing this activity is enclosed for your reference

You indicated that the concerns had been resolved to your satisfaction. If you require further information or assistance. you may contact me directly at ************.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I opened an account with them being told that it was suppose to be a student account free of service charges. They opened it as a different type of account requiring minimum balance of $100.00, 5 uses of the card each month, and deposits monthly - aka direct deposits. I never used the account one time and they charged me 11.06 per month for the account. That overdrafted the account, accruing $2.46 per day charges, bringing the grand total up to $162.08 of which they have charged off on my personal credit report which they will not remove. So I am reporting them, and telling individuals that for the their personal financial health to boycott opening any checking accounts at these banks, usually located inside *** **** stores or others.

Desired Settlement: I would like the charge off to be removed from my personal credit report.Thank you!

Business Response: I am in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

When an account is opened, written disclosures are provided so that each customer has all information necessary to understand both the bank's and the customer's responsibilities in the banking relationship. Included in this documentation is the Banking Services brochure which outlines all account related service fees, including daily negative balance fees. The signed account signature card indicates your acknowledgment of opening a Power Checking account on January **, 2013.

Upon review of the account activity, I found that an initial deposit of $1.49 was made to the account. The disclosed maintenance fee of $11.97 was assessed in both February and March
2013; however, a service charge credit adjustment was also processed on each of these occasions to ensure this fee did not result in a negative balance since no activity had been initiated on the account.

On March **, 2013, two ATM withdrawal attempts of $63.00 and $23.00 made against insufficient available funds caused two ATM denial fees of $2.00 each to be assessed. This left a
negative balance of -$4.00. Since the account remained overdrawn for five consecutive banking days, a $2.49 daily negative balance fee began to assess on the sixth banking day. An account statement outlining this activity was provided by mail to your address on file.

No additional deposits were received to correct the overdraft and the account was charged off on May **,2013. To resolve this dispute amicably, we have refunded fees to satisfy the
charge-off.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased tickets for a Memorial Day event on 5/16/2013, the event date was 5/25. However when I arrived at the event I was informed it was cancelled. I contacted First Convenience Bank on 5/29/2013 to file a claim concerning this matter. I explained to the claims rep that I paid for an event and that it was cancelled and my money had not been refunded. I was advised that I needed to go into a local branch and sign a Card Holder dispute form. When I went into the local branch on 5/30/2013 I was advised that the claim was closed and I would not be credited back my 45.00. I then called the claims department as I was advised by the bank teller. I asked to speak with a manager and they forwarded me to ****** who is the one who closed my claim in less than 24 hours. She stated she was a supervisor even though I specifically asked not to speak with her because of how poorly she handled the initial claim. She then said that my claim that she received said that I didnt purchase the ticket. I explained to her that I never told any claim representative that and if they had listened to the recording and if she had done more investigating then she would be aware of that. She then placed me on hold so she could call the merchant so that I could be on the phone. The merchant ***** ***** then informed her that they were a third party company who collects the money for the event . ***** ***** advised us that the refund must come from the event planner and not them. I advised both ****** and ***** ***** that I have already contacted the vendor on sever occasions and have recieved no response. At this point I feel as though my money has been stolen and I have paid for services that I have not received. The claims representative ****** has still not contacted the event planner concerning my refund. She has only made phone calls to ***** ***** who has already explained that they have no control over the refund.Instead of contacting the event planned she is depending on ***** ***** to do the work with contacting the event planner instead of asking for the information and conducting the investigation herself. I then asked ****** what is she going to do to get the money credited to my account. She advised me there is nothing she can do except wait 90 days to see if someone will refund my money. She has placed all responsibility on others instead of her investigating properly. Closing a claim in less than 24 hours in completely unacceptable. Not protecting bankers money and doing your job to the fullest is not how you treat people.

Desired Settlement: for the 45.00 to be credited to my account being that my money was stolen and I didnt receive my services. Speak with someone in upper management who can guarantee that my claim with be handled correctly and actually investigated. I would like not to have to do the leg work that a claims representative is suppose to do. I stayed on the phone thirty minutes while at work to help her resolve this matter. I am extremely uspset and disappointed at how this bank has handled this situation.

Business Response: I am in receipt of your correspondence to the Better Business Bureau (BBB) and appreciate the
opportunity to respond to your concerns.

We show that you filed a claim of unauthorized debit activity for a debit card transaction of
$45.00 to ** *Memorial Day on May 29, 2013. Our investigator contacted the
merchant and confirmed that you authorized the transaction and we denied your
claim on May 30ffi. A copy of our denial letter is enclosed for sour
reference.

When you contacted the investigator on Ma) 31', you were informed that
the claim was denied. As a courtesy, our investigator contacted the merchant on
your behalf and learned that a refund request was placed and could take 48 to
72 business hours for a response.

The merchant reversed the charge with a credit to your account on June 5th. Should you
require further information or assistance. you may contact me directly at
*************









BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This establishment charges overdraft charges before the transaction is even processed, I have been charged almost 300 dollars within 2 days. They called with a courtesy call after they incurred all the overdraft fees they could pile on. This bank should not be allowed to rob their customers like this. They did not want to waive the overdraft fees, even though they were processed as soon as the transaction was processed. My normal back will not let me process a transaction if there is no money in the account. I have this a account as a leisure account and only used for one week. I told the Account Manager **** that I would put the account current with no problem but he stated that he would only waive 2 overdrafts. My account was technically overdrawn by 60 dollars and I had no problem with going down there and making the account current along with depositing more money. So I can continue to use the account. Normal large banks for instance **** ** ******* and ******** give you at least a 48 to 36 hours to put your account current.

Desired Settlement: I would gladly continue business with this establishment if they put my account current with the overdraft fees and I will happily deposit more funds into the account. I just use this account for leisure.

Business Response: I am in receipt of your correspondence to the
Better Business Bureau and appreciate the opportunity to respond to your
concerns.

When you opened your account, we provided you
with a disclosure packet outlining the terms, conditions, and fee schedule
governing your account relationship with us. At that time, we asked you to
review your options regarding overdraft privilege and make your selection. You
chose full overdraft privilege and confirmed your election by initialing the
signature card.

Recently, you made use of the overdraft privilege you selected
when you established your account with us when you initiated debits in excess
ofy our available balance to cover them. We used our discretion to approve and
pay the items into ON erdraft assessing the associated
overdraft fee for each transaction.

I he enclosed documents entitled DDA Holds/Transactions History show your account activity from May 29 to June I,
2013, when ,..our account became overdrawn. Please take some time to review the
account activity and read through the last page which contains important
information on how overdrafts are assessed and what you max, (to to
report unauthorized activity on your account.

In an effort to assist you in bringing your
account back to good standing, our customer support representative provided a
courtesy refund of $****** NA hen you contacted us for details regarding your
overdrawn balance. Your current available account balance is negative -$******.

You may restore your account to good standing by making a deposit
to cover the remaining negative balance at any of our branches or by mailing
check or money order to: First Convenience Bank, Attention: Mail Teller, ** ***
**** ******** ***** *****.





BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My service at First Convenience Bank is giving false services.I signed up for their alerts, I have not received any alerts for an overdraft in May. I overdafted in April 2013 and I deposited my check to pay it off. I tried to close the account the teller insisted I try their online/ phone service that would notify me if I overdrafted again. I had a direct deposit setup for May. I was not notified as told that my last purchase made on 5/17/13 caused an overdraft. Therefore when I expected my check to be direct deposited on 5/31/13 the overdraft added up to $200+. I am left with a negative in my account still and I lost my check due to the overdraft. I have not recieved an email or text in regards to the overdraft. I would of had it cleared within the next day if I had notice.

Desired Settlement: The bank will not let me close the account unless the negative balance is paid. I do not feel they have given me the service I was promised. I would like the account closed before it accumulates. My companies payroll dept will not print another check unless the account is closed.

Business Response: Dear *** ******, 

I am in receipt of your correspondence to the Better Business Bureau and appreciate the opportunity to respond to your concerns.

We show that you made a deposit of $252.10 and received a courtesy refund of $18.00 on May 15, 2013, which brought your available balance to $216.80.  That same day, you enrolled in online banking however we do not have a record of you signing in to online banking to activate your email or text low-balance alerts.

On May 17th, transactions that you authorized exceeded your available balance to cover them.  Based on your election of full overdraft privilege at time of account opening, we used our discretion to approve and pay the items into overdraft assessing the associated overdraft fee for each transaction.

The enclosed documents entitled DDA Holds/Transactions History show your account activity May 17 and 18, 2013, when your account became overdrawn.  Please take some time to review the account activity and read through the last page which contains important information on how overdrafts are assessed and what you may do to report unauthorized activity on your account.

After speaking with ****** ******* ******* at the ********* *** *'s location where you opened your account, she provided you with an additional courtesy refund of $137.50 to cover the negative balance in your account. Your account has been closed with a zero balance at your request.

Should you require further information or assistance, please do not hesitate to contact ******* or me.  I can be reached at ************.

Sincerely, 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our account became over drawn because of a fee the bank charges for inactivity on the account. I do not have a problem paying the fee, however I do not think it is fair to pay a daily fee for the account being negative. I spoke with collections several times on one occasions they told me to go to the branch and speak with the bank manager. The manager at the branch was unavailable on at least 3 occasions. Then I was given the number to customer service and told they could help and had the authority to remove the fees. I spoke with **** a supervisor and he then informed me that the account had bee charged off and that there was nothing that could be done. If we would have been responsible for the over draft I would be more then willing to settle the debt, but the bank caused the over draft.

Desired Settlement: I would like the bank to remove the daily fees that occurred due to the over draft by the bank. I do not have a problem paying fees for inactivity. Would also like a statement from time of first charge for inactivity.

Business Response: It was my pleasure to speak with you regarding the concerns outlined in your letter to
the Better Business Bureau.

During my research, I contacted Branch Manager ******** ******* to share your concerns.
She contacted you by phone to resolve your concerns and provided a partial
refund of fees.

You agreed that your concerns were addressed satisfactorily and you would be making a deposit
to cover the remaining charged off balance in your account. Should you require
further information or assistance, please do not hesitate to contact ********
or me. I can be reached at ************.







BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Multiple over draft fees for pending purchases. When I spoke to the bank in person, it was told to me like there were only two overdraft fees equaling $69.94 each. Upon further research, this is actually four over draft fees of $34.97 each. After speaking to the ****** at the bank, she informed me that even though three transactions cleared the same day (two were actually made the day before the third transaction) they clear the largest transaction first. She also informed me that I would not have gone into the negative if the $50 transaction had not been made, however, according to documents that I printed off line, that $50 transaction is still pending.

Desired Settlement: I would like to have all four overdraft fees reversed.

Business Response: Dear *** *********.

I am in receipt of your letter to the Better Business Bureau (BBB) and appreciate the opportunity to respond to your concerns.

While researching your concerns, I found that you visited with ****** ********** ******* on May 30, 2013.  ******* provided a detailed explanation regarding the transaction activity on your account during May 21 and 22, 2013 which led to your account becoming overdrawn.  She also gave you some suggestions on monitoring your account to avoid overdrafts going forward and credited your account with a courtesy refund of $34.97.

As the visit with ******* ended, you expressed appreciation for the refund and confirmed that you understood your account activity and how the fees were assessed.  Should you require further information or assistance, please do not hesitate to contact me directly at ************

Sincerely, 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Opened an account. I did not have a job shortly after opening the account. I was charged an 11.00 maintenance fee (for not using my account). I would be fine with that I suppose even though I was not aware that I had to be active in my account every month. I not once received a letter/ email stating that they would be charging me this fee. They made me go negative in my account then proceeded to charge me the overdraft fee and a 3 dollar charge everyday until I pay. Since i was not aware of my account in the negative it has now racked up to 120 and some change. The only letter i received in the mail was a letter stating that they have taking .15 cent out of my account. So i go onto my online banking and was shocked at the amount that was negative. When I call them they were very rude speaking over me even the supervisor. They told me in no way is it their fault its all mine and I need to pay or they will be sending it to a collections agency.I also got 2 different stories about getting my bank statements. One woman said that they were sent back to the bank but the supervisor told me they were sent out and not sent back to the bank. I went online to see if i was the only one going through this and im not. here are some websites with more complaints.**************************************************************************** ********************************************************************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like all the over draft fees taken off. I will pay the 11 dollar charge but i refuse to pay the over draft and the daily charges! It is unfair, if i was aware of the negative balance it would have been taken care of when they charged me the $11.

Business Response: Dear *** *****, 

I am in receipt of your correspondence to the Better Business Bureau (BBB) and appreciate the opportunity to respond to your concerns.  After listening to the recording of phone calls referenced in your letter, we found that our representatives maintained professionalism in the face of profanity and name-calling.

We show that you opened a Power checking account February 6, 2013.  Since you did not meet one of the three requirements to avoid a service fee during the monthly statement cycle ending March 28, 2013, the disclosed $11.97 service fee was assessed leaving a negative available balance.

There were no deposits bringing the account back to good standing and the disclosed terms, conditions and fees continued to apply until May 27th, when your account was charged off in the amount of $169.76.  Copies of the last three monthly statements are enclosed for your reference.

To resolve this matter, we have processed a courtesy refund of $169.76 and closed the account relationship.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: First Convenience bank refuses to remove overdraft charges for an apparent mistake on the behalf of ******* **************. Bank representative was aware of mistake, was verbally told by ******* ************** representative that they were in error. In addition, the returns of said monies is noted on my bank account. however First Convenience refuses to return $174 that they charged in overdraft fees. ******* ************** representative stated during phone conference that he would send fax of this error, however it has not been noted and/or sent , and First Convenience refuses to look at said evidence of the account activity and remove $174 overdraft fees. For they see ******* ************** returning their portion which makes it evident that it was a mistake on ******* ************** part and not on my part. I, **** ****, have additional responsibilities/bills and the $174 was needed and is still needed. I would like my money returned.

Desired Settlement: For the bank to search account information and/or whomever and return my $174 they took from my account for overdraft fees...for I did not personally overdraft my account and the ******* ************** Representative told the First Convenience Bank Representative verbally that it was an error with their system as well as stated he would send a fax.

Business Response: I am in receipt of your letter to the Better Business Bureau (BBB) and appreciate the
opportunity to respond to your concerns.

We show that three transactions from ******* ************** for $170.00 each were debited
from your account May 20, 2013. Reversals of $170.00 and $35.00 were credited back to your
account on May 21st. Another reversal of $170.00 was credited on May
13)d.

I was able to listen to your call to our customer support department when you had a
representative from ******* ************** on the line to verify that two of
the three transactions were done in error. The representative informed us that
two of the transactions would be reversed and a refund of $35.00 would also be
credited to your account. Our customer support representative provided
information that ******* ************** would need to fax us a letter of error
so we could provide a refund of fees.

As of the date of this letter, there is no record of the appropriate department receiving the
letter of error. To resolve this matter, I have made an exception to our policy
of getting the error letter and credited a refund of $174.85 to your account.

Should you require further information or assistance, please do not hesitate to contact me
directly at ************.





BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Service Fee charges are over done.

Desired Settlement: Refund of all fees charged.

Business Response: It was a pleasure to speak with you by phone about your letter to the Better Business Bureau
(BBB).

During our call, you expressed frustration at the number of overdraft
fees assessed to your account in a short period of time. After reviewing your
account activity, you identified some transactions that were not authorized.
Once you identified the unauthorized ******** transactions, branch manager
******** assisted you with filing a report of unauthorized activity and
encouraged you to contact the merchant.

The transactions in question were reversed by ******** and we refunded associated fees of
$429.49. You informed ******** that you were impressed with our efforts to
provide )ou a quick and satisfactory resolution of your concerns.

Should you require further information or assistance, please do not hesitate to contact me
directly at ************.




Consumer Response:
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,

***** ******




















BBB's Final Determination: Consumer accepted resolution offered by the business.

6/8/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I found out that due to suspicious/fraudulent activity on one of my two bank accounts with this company, the bank took it upon themselves to close out the account that was receiving odd activity. They did NOT call me, email me, or notifiy me in any way of any of this suspicious activity nor did they inform me in any way that they were closing the account! After trying to log on to my accounts on the banks' internet site, and receiving log in error, I immediately called the bank. I was then informed that the one account had been closed by the bank but at the time was not given an explanation as to why it was closed. I immediately panicked because we weekly paycheck is direct deposited into one the accounts and living paycheck to paycheck, raising 3 children on my own as a single mother, times are hard and I cannot afford to have my paycheck withheld whatsoever. The gentleman on the phone informed me that the account that was closed, was NOT the account that I had my paycheck direct deposited into weekly, that it was the "other" account that I had. As I sighed with relief, he informed me that the account that my paycheck deposits into every week was fine, there was no type of suspicious or fraudulent activity, and the account was active and in good standing. This conversation occurred on Tuesday, April 30, 2013 and I assured the man that I make it into the bank by that weekend, either Saturday or Sunday (this bank has weekend hours), to go over the closed account transactions with a manager and sign any necessary paperwork to finalize the closing of that account and also order a new debit card for the "good" account, just in case! I specifically told him, DO NOT close the active account whatsoever and absolutely DO NOT cancel the debit card on the active account as this was the account that my only source of income is deposited into and the only was that I can access my money is with my debit card. He assured me that the account and debit card would be fine and that I would not have any problems using it! I was able to use my debit card without issue the entire next day which was Wednesday, and the day after that which was that Thursday. Friday morning, May 3, 2013, I attempted to use my debit card and it was declined!! I immediately called the bank and after a long through conversation and being on hold for a very long time, the lady on the phone explained that the bank has cancelled ALL debit cards associated with both of my accounts and are also in the process of closing my second account as well! I immediately got upset as my paycheck had just been deposited into that account only hours before this!!! The lady told me that I could go to any bank branch and withdraw my paycheck amount along with the $400+ that was in there already. My complaint is that when I got to the bank, attempted to withdraw the balance from the account that was fixing to be closed, the lady told me that I only had $594 in there!!!!!! Even though my paycheck was over $750 and I also had over $400 in there before my paycheck went in! The bank has charged me over $400 in NSF fee, daily negative balance fees, etc. that are due to transactions that are not mine, I never authorized, and never gave permission to anyone to make!!!! UH UH, no way!! So the bank took it upon themselves AFTER they closed the first account to withdraw over $400 of MY MONEY that I work hard for every day, not them! Out of my second account, without my persmission for fees that were charged for transaction that I did NOT authorize or agree to whatsoever!!!!!! This is very bad business practices!! They cannot just take my money as they see fit!! I will not put up with it and will retain a lawyer immediately if they do not refund me every penny that I have NOT authorized them to take!!!!! When I initially went into this bank, I went in to open one savings account only!! The bank manager gave me the whole sales pitch on the free checking and not only encouraged me but somewhat coerced me into opening checking accounts rather than just a savings account! Also, I told her 3 times that I really did not want the overdraft protection on either account as I thought that was just not a smart thing to have and didn't really care for it, but she once again, talked me into getting it, and giving me a whole sales pitch on getting that on both accounts! I feel that I was coerced into doing some things that I really wasn't comfortable with doing!!!

Desired Settlement: I want every penny of the money that the bank has charged me and taken out of my other bank account for transactions that I did not authorize or agree to!! I do not know the exact amount as I cannot access either account any longer, because the bank has completely closed both accounts and I have never once even received a statement from them!!! But I do know that the bank owes me at least $299.68 and $104.91 in various fees that were incurred by transactions that I did not authorize or agree to!!! That is a total of $404.59 that I expect to be paid back by the bank, in cash, immediately!! If the bank does not reimburse me, I will retain a lawyer and sue the bank as a whole entity for this balance and for pain, suffering, and emotional distress as well as sue the ******* of the Baytown, Texas branch, ******* personally, for emotional distress, coersion, poor business practices and unethical sales persuasion!

Business Response: Dear Ms. ******,

I am in receipt
of your correspondence to the Better Business Bureau (BBB) and appreciate the
opportunity to respond to your concerns.

We show that you had two checking accounts with us ending in **** and
****. On April 12, 2013, you deposited a check in the amount of $1,898.89 to
account ****. Since this account was opened April 8, 2013 and your account
relationship for both account was less than 30 days, a nine-day new account
funds availability hold was placed on the deposit. On April 17th,
the check was returned unpaid marked as "Altered/Fictitious" (copy
enclosed).

The check was
charged back against your account and we initiated the closing of our account
relationship with you. You were notified of our decision by mail in a letter
dated April 23. A copy of the letter is enclosed for your reference.

On the closing
date of May 2thi, we charged off the past due amount in account
****. The next day after pending transactions posted to account ****, the
charged off amount was offset by the remaining balance and both accounts were
closed. Copies of the account statements reflecting this activity are enclosed
for your reference.

Should you require
further information or assistance, please do not hesitate to contact me
directly at ###-###-####

Sincerely,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/31/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged 5 overdraft fees in one day. On my last charge of the day I overdrated 50 dollars. Instead of only charging me only for the last purchase, they paid my charges from biggest to smallest instead of how it was debited and charged me 34.97 for purchases under $10 I had made before I was out of funds. I tried to explain that I overdrafted because of a 100$ deposit that was on hold for a hotel room and was not aware of it but they did not want to refund one single overdraft.

Business Response: Dear Mr. *****,

I am in receipt
of your correspondence to the Better Business Bureau and appreciate the
opportunity to respond to your concerns.

When you opened
your account, we provided you with a disclosure packet outlining the terms,
conditions, and fee schedule governing your account relationship with us. Among
the items outlined in the disclosures are overdrafts including how they are
assessed, how to avoid them, and fees associated with overdraft.

Our records show
that you visited the branch on ***** **** to understand how your
account became overdrawn. At that time, you were provide with information on
how your account became overdrawn and courtesy refunds totaling $84.94 to
assist you with the overdraft in your account.

Enclosed please
find the document entitled DDA Holds/Transactions History showing your account
activity on April 19, 2013, when your account became overdrawn. Please take
some time to review the account activity and read through the last page which
contains important information (also included in the disclosure packet) on how
transactions clear your account.

We suggest you
maintain an accurate transaction record of your account to avoid unwanted fees.
The account will not be assessed an overdraft or non-sufficient funds fee if at
the time you write a check or otherwise authorize a payment from your account,
there are sufficient available funds on deposit to cover all previously authorized
outstanding debits as well as the new transaction being initiated.

You may set up email or
text message alerts through online or mobile banking, respectively, for balance
information and low balance warnings. Simply go to www.lstcb.com, click 'Resources' on the left side of the screen, then click the
Banking Basics button on the right of the screen to learn how to set up these
features.

You may also wish to enroll in AccountTRANSFER, a contractual agreement
for overdraft protection. Simply open a "transfer from" account in
addition to your checking account. Then, if debit transactions are presented
for payment for more than your checking account available balance, we will make
one transfer per day of available funds from the "transfer from"
account to cover the non-sufficient funds (NSF) items. If the "transfer
from" account does not have sufficient available funds to cover the
overdraft, all available funds will be transferred. Regardless of the number of
non-sufficient funds items, only one transfer fee will be assessed. After the
AccountTRANSFER transaction is completed, any debit items not covered by this
process will still be subject to a per-item non-sufficient funds fee. Please
see our Banking Services and Important Account Disclosure brochures for
additional information.

Should you require further information or assistance, please do
not hesitate to contact me directly at ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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