Complaints

The 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:06/06/2025

  Type:Product Issues
  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.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

  Business Response

  Date: 06/10/2025

  The Bank is aware of this issue.  The Bank tried to return the $150 via ACH from the original account the funds were drawn from at the consumer's bank.  However, the funds were returned back to First Internet as the account was closed at the other bank.  On Friday, 6/6/25, First Internet Bank received a notice from the consumer's other bank to accept the return of the funds.  The full $150 has been returned by First Internet Bank to the consumer's original account.  The consumer should be whole on all funds. 

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  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 deposited 3100 dollars into my Do more business checking account. When I tried to wire out my entire balance to my brokerage account- which I told them I would do- they froze my account. Or rather, hacked my account. Because my passwords were all wrong and was unable to recover them or reach out to anyone

  Business Response

  Date: 02/27/2025

  Please see attached letter for response.  Thank you.  

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  FIB claims to have sent 8 different checklists, however, no evidence of those attached to their letter because they only sent one. 
  

  Their team claims to value customer service, however, their employee Temeika was beyond incompetent; lying to the title company, ignoring requests for information and not sending the pre closing packet as required by SBA guidelines. She also never told us that my wife would be required to sign, which lead to an additional $250 charge for a mobile notary because she wasnt in town.
  

  You should also take not that FIB did not comment on the fact that a closing date was never disclosed to me, and I that I had to hear secondwind from the title company when it was. How is that following proper protocol and providing exceptional customer service? 

  This bank needs a complete overhaul of leadership beginning with whoever responded to my complaint. 
  
  Regards,
  
  ***********************

  
  . I was then sent random emails asking for documentation but nothing that actually gave me an update. On 8/5 I asked for a closing date to which she never responded to. I only found out about the closing date being 8/15 due to the seller copying me on an email from the title company. The two days before closing, I was expecting to receive the mandatory pre closing packet that would outline my loan and give me a chance to review the closing statement. That never came. The first and only time I saw the documents was at the closing table for Threkeld Law. In those documents, it states that my first payment is due 60 days from the note date. I took that ambiguous statement as my first payment would be 2 months from closing. I then received an email from ********************* stating my first payment would be October 1st. When arguing this, he then lied to me stating it was a SBA policy, not the banks. ****** from FIB called me the next day to clarify his statements but didnt provide any real resolution.

  Business Response

  Date: 08/27/2024

  Please see attached for response. 

  Thank you,

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

  Customer Answer

  Date: 09/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  This seems to be a pointless exercise, as FIB will not take accountability for the incompetence of Temeika and the poor service they provided on this large loan. If you'd like, I am happy to forward to the email from ******, the referenced 3rd party vendor mentioned in this response, stating her surprise that the bank had never reached out to inform us of the closing date. 

  Since you admit and acknowledge the mobile notary was added late, why am I still responsible for this fee? It was never disclosed. Another item the bank never disclosed to me directly, they passed the **** over to ****** at the title company.

  Why again was the pre closing packet not sent for review? Only possible explanation is negligence or the desire for your client to be rushed through closing so they wouldn't have time to full read the documentation they would be required to sign.

  Is this the type of communication that you would consider excellent service?

  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 09/06/2024

  see attached for response 

   

  Business Response

  Date: 09/13/2024

  A member of the ************** team has reached out directly to **************** to have a conversation about his concerns.  

  Customer Answer

  Date: 09/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  ********************* called, admitted fault on behalf of *************************, but refused to do anything to resolve. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:05/17/2023

  Type:Billing Issues
  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.

  This bank has communication problems. There was a undisclosed limit on the ammount you can deposit/withdrawl in a money market savings account after opening an account. It was disclosed that you could only process 6 transactions a month. It did not put a limit to those transactions. After bringing my cocerns to surface no one properly addressed it and I have not heard back in over 4 business days. With this experince opening an account I can only imagine what it would have been if we used it too.

  Business Response

  Date: 05/19/2023

  See attached letter as our response.  

  Please let me know if you need anything further. 

  Thank you,

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

• Initial Complaint

  Date:12/23/2022

  Type:Order Issues
  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 bank allowed me to open an account and when I got a deposit thru zelle from my mom they closed my account and never returned my funds can you guys please help

  Business Response

  Date: 12/27/2022

  First Internet Bank of Indiana (the Bank) is in receipt of the above referenced case forwarded by the Better Business Bureau of Central Indiana to the Bank on December 27, 2022, regarding funds in a closed account that were not returned.    
  
  The Bank has reviewed the circumstances surrounding the complaint.  An account was opened in **************** name on Tuesday, December 20, 2022.  A subsequent review of the account resulted in the account being closed.  A check for the remaining funds in the account was issued back to ************ at the address on file.       
  
  Thank you for forwarding this case to the Bank and allowing the Bank to respond accordingly.  I have included my contact information in the response letter to ************ should you require additional information regarding this matter. 
  

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  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.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  The bank did address my concerns by providing the approval that they originally promised they would which I believe was a result of me filing this complaint so thank you.

  Regards,

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

  Business Response

  Date: 10/27/2022

  Tell us why here...First Internet Bank is in receipt of a complaint filed by a customer on October 24, 2022. A review was performed to evaluate the nature and circumstances of the complaint.   
  
  Representatives of a corporate entity applied for a business loan with First Internet Banks ***************************** (SBA) department,and a Term Sheet was signed by the representatives on September 26, 2022.  A Term sheet is not a pre-approval as the customer suggests, but rather denotes that the base parameters and requirements have been met to continue with further underwriting and approval of the loan. 
  
  The loan was assigned to an underwriter immediately upon receipt of the signed Term Sheet and was worked in a manner consistent with our process flow.  However, there were multiple changes to the structure of the credit during the underwriting process.  *********** changes to the loan structure necessitate the need for further documentation which can slow the process.  Part of these changes included adding the customer as a party to the loan subsequent to the original Term Sheet being issued. First Internet Bank received the customers initial information on October 10, 2022. 
  
  Unfortunately, it does not appear that the process has been as timely as the customer anticipated.  The customer did have a conversation with ******************************************* Banks underwriter and loan officer on Monday, October 24, 2022, to express his dissatisfaction with the process and the amount of time it was taking to approve the loan.  However, since that conversation, on Tuesday,October 25, 2022, the customer issued a written apology to the underwriter and loan officer for his behavior via email. 
  
  While we understand the customers frustration and perspective that he feels the process has been slow, the loan has been worked in a timely manner consistent with our internal policies and procedures.  New information for the loan was received on Monday, October 24, 2022, and is currently under review in order for a final decision to be issued. 
  
  Please let me know if you should need any further information.
  
  Thank you,
  ***********************