Complaints
This profile includes complaints for The Federal Savings Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 64 total complaints in the last 3 years.
- 21 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sent 495 dollars for the appraisal on October 4,2023 for a refinance that I was doing to The Federal Savings Bank with the banker ************** . So he did the application and asked me to send him the fee of an appraisal so they can go ahead with the process . He did the process and well it didn't get accepted. Then he told me that since it didn't get accepted that I would get refunded my money and so far I haven't gotten one ***** back from them. He said that it is accounting that is taking long to send it back to me . I have been waiting patiently but need to pay bills with that money that I had to put on hold so I can do the refinance that didn't get accepted .They should send it back to me as fast as I sent it to him . I am truly upset and have a feeling I have been scammed by their word . He is still keeping in touch when he wants to answer my texts or emails about the situation . Also says he is trying his best to expedite the situation but it's obviously not working fast enough .
Business Response
Date: 10/27/2023
Please see attached.Customer Answer
Date: 10/27/2023
Complaint: 20731125
I am rejecting this response because: ******* told me nothing about third party fees so that's a lie . He told me the 495 was for the appraisal. That's all he said and I believed him . He didn't mention any third party fees of any kind . He told me to file out the application and sign them . If I didn't get approved that my 495 would be refunded. So I am very upset because I wouldn't have sent any kind of money to The Federal Savings Bank if I knew they would get my money like that . The people that are doing mortgage applications should explain everything in detail . Not just be in a hurry to s**** someone over . This isn't resolved .
Sincerely,
*****************************Business Response
Date: 10/30/2023
Please see attached.Customer Answer
Date: 10/31/2023
Complaint: 20731125
I am rejecting this response because: this isn't right and I think u all should make this right . This is wrong of the banker to not discuss this with me about the fees . No where in our conversation he mentioned fees because he was explaining the papers to me . I will make sure others know about this matter . I have seen many reviews about the same situation where they were not told and the banker said it was for the appraisal nothing for fees and that's what ************************* did . But ok .
Sincerely,
*****************************Initial Complaint
Date:10/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Loan officer made a hard inquiry on my Experian credit file without my permission, this inquiry was supposed to be a soft pull to prequalify for a home equity loan. The lead that they recieved clearly indicated that I was not interested in a refinance, yet, my information was handled as though I was and I am guessing they thought I wouldn't notice? Deceptive and underhanded. I DID NOT give permisison for hard inquiry on my credit file, verbally or in writing.Business Response
Date: 10/11/2023
Please see attached response.Initial Complaint
Date:09/21/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
It all started Aug 18 was told we would be able to close by Sep 15 and then Terrible communication. Especially from *************************** during a refinance mortgage loan. Never let me know we were waiting on a document until I reached out. I had to direct everything pretty much myself by bugging him. All documents required from me were uploaded within an hour, every single time. Finally get to the closing, sign it, notarize and mail out. Title company receives documents, then ********* says we need another verification of employment. Even though I had uploaded one 8 days!! before closing. Regardless I provide 3 alternate methods of acquiring VOE and then ********* just ghots me.Business Response
Date: 10/03/2023
Please see attached.Customer Answer
Date: 10/05/2023
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.
Sincerely,
*************************Initial Complaint
Date:09/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Started mortgage refinancing.VERY pushyadvised that I did not know if husband would agree to some of terms (escrow account, lending fees). Paid $500 for appraisal (which was not scheduled). Had to deal with emergency health issue and kept receiving numerous texts/emails from appraiser and bank employeeshusband said he would not deal with due to behavior, fees, escrow requirement.told them to cancel process and refund $500 as we would not be going through with appraisal and did not wish to continue loan process. Was advised by ********************** (whom we had been dealing with from day one) that he couldnt cancel/refund and that we would have to contact his bossattempted to reach that person by both email and phone.no response.Customer Answer
Date: 09/12/2023
Complaint: 20579070
I am rejecting this response because:As you can see by the attachments (1-4), ********************** as very much aware of why we were cancelling this process; ********************** stated he was unable to refund the appraisal fee and that we would have to contact his boss (who has not responded to subsequent emails/calls); ********************* advised that First Federal kept contacting them daily wanting them to contact us daily to reschedule appraisal despite my advising appraisal company to wait until after I dealt with medical issue and ********************** was advised that ********************* was indicating that they were being advised to continuously contact me. NONE of the calls I received were from other lenders and ********************** is not being honest.
If Mr. ********* refunded the appraisal fee when said, we should have received same. We have not. When we receive a refund, we will close the file. We will also be leaving comments concerning Mr. ********* effort to displace responsibility for this situation. Thank you.
Sincerely,
*****************************Customer Answer
Date: 09/20/2023
I did notice a deposit in the amount of $272.05 going into my account today from ******************************, as you can see from the second screen shot, they withdrew $495.00 for this appraisal on July 13, 2023.I did not agree to any other fees/withdrawals. I did not have an appraisal. They still owe me $222.95! Please advise. Thank you. *****************************Business Response
Date: 09/20/2023
Please see attached.Customer Answer
Date: 09/25/2023
Complaint: 20579070
I am rejecting this response because:I/we did not agree to/nor were there to be any fees unless the loan was processed and accepted. We were asked to pay for an appraisal (we were told $500.00, but the account was only actually charged $495). We paid for an appraisal which we did not receive. We asked ********************** to cancel the process and refund our appraisal (copy of this email previously provided), to which ********************** responded that he couldnt and we would need to contact his boss. The Federal Savings Bank has only returned $272.05 of the $495.00. A balance of $222.95 is still owed. Thank you. *****************************
Sincerely,
*****************************Business Response
Date: 09/27/2023
Please see attached.Customer Answer
Date: 09/29/2023
Complaint: 20579070
I am rejecting this response because:The Federal Savings Bank keeps referring to the $495.00 we paid as application fees. We did NOT agree to any application fees. We were asked to pre-pay for an appraisal (***********************) which appraisal we did not receive and which was cancelled due to unacceptable behavior (numerous contact from appraisal company which they indicated was at the instruction of The Federal Savings Bank).
The balance of the appraisal has not been refunded.
Sincerely,
*****************************Initial Complaint
Date:08/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company has failed to respond to my request to remove a second lien from my consumer loan. They are charging me late fees for insufficient funds withdrawn on the 23rd of each month when my actual auto pay is on the first of each month. My paydays are always on the first of each month. I also suspect deceptive business practices.Business Response
Date: 08/22/2023
Please see attached.Initial Complaint
Date:07/04/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 22 JUN 23, I received an "Available Funds Alert" from the Federal Savings Bank showing what funds "may be available". My first question is how did you obtain my personal information and financial information? I have never provided my information to The Federal Savings Bank let alone contact the business. Cease mail communications and do not share my information with other parties as I've never asked for you to and remove my information from your database. I find this rather to be quite deceiving; I fell victim to a scam late last year and I am not about to fall for another one. The Federal Savings Bank's leadership knows better and by what I am seeing posted here on your BBB shows your poor business ethics (attached for reference along with your fake notice). Do not send anything else to my mailing address.Business Response
Date: 07/07/2023
Please see attached.Customer Answer
Date: 07/11/2023
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, just make sure that you stop mailing me because I received another piece of mail today (attached).How long will it take for you to stop sending me mail?
***********************Initial Complaint
Date:06/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
2x now in the last 6 months the Federal Savings bank, ************************* has pulled my credit for fraudulent reasons, and sent me a letter saying that they cannot continue with my loan (never had one with them), the 1st time it happened, I called them and was assured they would cancel all associated paperwork. then in less than 3 months later I get another letter from them (her) saying I need to send in more information to complete my loan.Business Response
Date: 07/18/2023
Please see attached.Customer Answer
Date: 07/19/2023
Complaint: 20260409
I am rejecting this response because,:this answer is totally unacceptable, I did not, have not, nor will not do any business with this company as I had previously stated, I do not a loan with them nor would I accept one if it was offered, I originally called them back in may to report this as fraud when I got the 1swt letter from them, and was promised by their fraud prevention **** that the would cancel the request and stop any future proceedings in my name. I did not and have not requested a loan from them nor did I authorize my credit be pulled by them,
Sincerely,
*************************Business Response
Date: 07/24/2023
Please see attached.Customer Answer
Date: 07/25/2023
Complaint: 20260409
I am rejecting this response because: they fail to understand that I did NOT authorize any contact with them in may 2023. they pulled my credit without any permission or authorization from me, My credit rating takes a hit, and all they say is opps, it was my fault,,, I do not accept this as reasonable.
*************************Initial Complaint
Date:06/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company is pretending to be contracted by the VA to help Vets save money on their home loans.Business Response
Date: 06/20/2023
Please see attached.Customer Answer
Date: 06/25/2023
Complaint: 20174371
I am rejecting this response because:
Sincerely,
***************************Customer Answer
Date: 06/26/2023
I sent *********************, the ** of Compliance In-House Counsel, an email with the recording of the phone call that lead me to file this complaint. I used the email on the letter head on the response on this complaint. I revised no response. I have attached the recording again.Business Response
Date: 06/27/2023
Please see attached.Customer Answer
Date: 06/27/2023
Complaint: 20174371
I am rejecting this response because:I'm disappointed in your response. I feel it was weak and dismissive. As an organization with strong ties to military I would have thought your company would have understood the concept of "taking ownership." Blaming a third party company is not taking ownership. That company is calling on your behalf, that is a direct representation of your organization. Because of this misrepresentation, even by third party representation, I now have a negative opinion of your organization. As do others that I have shared your responses and the recording with.
Sincerely,
***************************Business Response
Date: 06/28/2023
See attached response.Initial Complaint
Date:06/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've never done business with this company. I've never agreed to receiving any offers.I request that this company cease to contact me with deceitful offers.Business Response
Date: 06/12/2023
Please see attached.Customer Answer
Date: 06/12/2023
Complaint: 20146446
I am rejecting this response because:While the business partially addressed the issue by adding MY information (not my father's information as the business says) to the do-not-mail-list, they claim that the letter is clear. I reject that claim. The letter does not say "refinancing offer" even a single time. It instead reads "available funds" which is misleading recipients to believe that they're foregoing some fund unless they take an action. The "letter" is clearly designed to be misleading, including an ambiguous and official-sounding web address such as "TFSBprogram" without spelling out in plain English that the letter is a commercial offer of refinancing, and many official looking "case numbers" on the letter. There is only one logo in the mailer, and it's on the front of the envelope, not in the mail body. It is clearly misleading, and ambiguous as to whether the letter is simply a commercial offer or some official correspondence to an average reader.
I request that the business stop the misleading sales practices, and remove my address from all their future offers.
Sincerely,
***********************Business Response
Date: 06/20/2023
Please see attached.Customer Answer
Date: 06/20/2023
Complaint: 20146446
I am rejecting this response because:The Federal Savings Bank (the Bank) clearly did not take a look at the complaint letter and the initial attachment.
1. The Bank claims that "Banks logo is clearly contained within the main body of the letter," but the Bank's logo is only next to the recipient's address, which can be detached and discarded- it's clearly NOT the main body of the letter.
2. The Bank claims that "the letter also identifies that a new loan is required to receive the funds identified." This is an outright lie. If they read the attached letter, they would know that's not true. In the entire letter, there is not a single instance of the word "loan." Again, the word "loan" was NEVER used.
3. The Bank states that "there is no indication that it came from a government agency." While the Bank did not straight out lie when they said they did not pose as a government agency, the attached marketing letter was designed to mislead a reasonable person to believe it was some type of official letter.
I appreciate adding me to the Do-Not-Mail-List. However, no one should receive such deceptive letter. Also, no business should be allowed to engage in such misleading and questionable marketing tactics. The Federal Savings Bank should own up to engaging in such deceptive tactics, apologize, and stop such behavior.
Sincerely,
***********************Initial Complaint
Date:06/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The federal savings bank of ******** contacted me about refinancing my home I told the gentlemen that I was just denied from rocket mortgage cause one I live in a mobile home and 2 the va wanted me to have a 620 score to be able to refinance my home he (**************************** ) informed me there was some new laws passed and he knew they could help me so he ran my credit I sent them my info to include my current insurance info on my home which states manufactured home and then they asked for 495 for a property appraisal which I provided then a day or so ************* comes back and says is your house a manufactured home I said yes and he says well thats gonna be an issue u need a higher credit score for that which I already told him and he said would not be an issue now my problem is theyve now denied me cause my score is to low which not happy I was mislead but what can u do but they only returned 402 dollars of my appraisal money shorting me 93 dollars saying well its for processing fees and flood insurance well if my mobile home or my score was a problem they should have never asked for the 495 appraisal fee these mistakes were Mr ****** not mine this is his fault like I said if my score was to low the loan process should have never advanced and if my manufactured home was an issue it should have never advanced I want the other 93 dollars the owe me and an apology sincerely *******************************Business Response
Date: 06/16/2023
Please see attached.Customer Answer
Date: 06/19/2023
Complaint: 20131673
I am rejecting this response because:
Sincerely,
*****************************what they say is not true I am on a va loan so there are no application fees it was for an appraisal and per the documents u were sent you state my reason for denial was my credit and credit score therefore there should have been no reason for an appraisal fee and its was an appraisal fee which shows on the documents I sent u , and u know it and then you take my apprasel fee which I should have never been charged cause of my credit score and allocated it for something else which is illegal again I am a 100 percent total and permanent disabled vet and cannot be charged any of those fees and if you try to do that I will report your response to the ig office of the va and let them know your charging fees to veterans your not permitted to now just return my 95 dollars please
Business Response
Date: 06/20/2023
Please see attached.Customer Answer
Date: 06/20/2023
again as I have should u several times the credit score is the first thing u check if my score was bad as your employee states there should have been no other fees but if your company needs to steal 95 dollars from disabled vets and your really proud of the work you do well go ahead but I can assure you I will do whatever I can on every veteran platform to warn them of your unethical practices you have a great day
Complaint: 20131673
I am rejecting this response because:
Sincerely,
*****************************
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