Customer ReviewsforFirstBank

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I banked with FirstBank for over 10 years. I had to close the account because I could no longer afford the high minimum required balance. I requested they send me the remaining balance in the mail because I no longer lived in Colorado. Three weeks later I received a final statement with a zero balance, but still no check. After contacting FirstBank, they claim the check was lost in the mail and that I had to sign an affidavit that seems like I will be releasing them from paying me the remaining balance. Very disreputable bank, but they all are.

*********** ******* established an account relationship with FirstBank in October of 2012. On January 6, 2023, Mr. ******* called FirstBank’s Contact Center to request the closure of his account and have funds mailed to him in the form of a Cashier’s Check. Upon receipt of this request, branch staff closed the account and issued a Cashier’s Check. On January 7, 2023, the account was verified to ensure it was closed properly and the check was mailed at that time via the US Post Office. On January 30, 2023, Mr. ******* called the Contact Center to notify the bank that he had not received the Cashier’s Check. The same day, Mr. ******* contacted a branch location and an Assistant Branch Manager informed him that a Stop Payment Affidavit was needed in order to reissue the check. It was explained to Mr. ******* that a Stop Payment Affidavit is used to identify all specifications of the check, explain the reason for the stop payment, and certify that the original check, if received or recovered, will be destroyed or returned to the bank once the replacement check has been issued. An Operations Supervisor provided a copy of the Stop Payment Affidavit to Mr. ******* via email. Mr. ******* expressed that he was uncomfortable with the verbiage contained in the affidavit and was hesitant to complete it. Branch management offered to make an exception and accept a letter drafted by Mr. ******* describing the specifications of the check and a statement requesting to place a stop payment on the item. On February 3, 2023 Mr. ******* submitted a signed letter for this request via email. A new check was issued and mailed via Federal Express overnight service to the customer the same day. At this time FirstBank considers this matter closed.

Dear Better Business Bureau, Homosexuality is beyond my scope. I have been the victim of hate crimes with gay men. My review pertains to the First Bank located at ********************************************************************. I have complained to a manager with First Bank that when I had driven to this First Bank *** at 8:50am this morning to make a deposit that the *** then shut down artificially before I could make my deposit. I went inside the bank at 9am when it opened and was then manipulated to a teller who was a gay man. I told the manager later that day that I am not comfortable with that and that I feel offended that this had occurred. It is unsettling and unsafe for me since I have been targeted by gay men for hate crimes. I also told the manager that the ***************** police department is a few miles from here which is completely corrupt with members of Gay Pride/Preponderance of the Aryan ******** That would be the source of the corruption at this First Bank branch I told him. The manager then left for a minute returned and said "....The *** shuts down regularly at 8:50am to reset." ** huh. I think the manager lies easily as well. I do not appreciate the lack of candor and honesty that First Bank shows when it pertains to customer safety after speaking with the ********************** manager this morning. The only people I envy less than the customers who go here for banking are the people who work there. It sounded like members of Gay Pride/Preponderance of the Aryan ******* when I called who answered the phone. That's corruption. It is dysfunctional and disappointing.

FirstBank is a community-oriented bank that strives to create an inclusive environment for all members of our community. FirstBank will continue to work in conjunction with employees and customers to create an authentic environment that builds and strengthens our community.