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Business Profile

Bank

First Bank & Trust Co.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for First Bank & Trust Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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First Bank & Trust Co. has 7 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:04/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 happened April 27th 2023. I am not a customer at this bank but use the ATM often and pay the fee. Did the same today and it kept my card. Teller at the window advised since I didn't bank there they would have to shred my card per business policy. It will take 7 to 10 business days to get a new card and I don't have access to my money now. I'm going to have to get help from friends and family for gas and food money.

      Customer Answer

      Date: 04/28/2023

      They told me it was their banks policy to shred cards that was not through them. This is a HUGE inconvenience for me and could be for others like me. If this is their policy they should be required as a company to put a warning prompt on the machine so people know before putting their card in. 

      Business Response

      Date: 05/05/2023

      The Bank is required to follow Visa Rules when handling captured cards at the ATM.  The Rules for Card Retention at an ATM require the Bank to 1. Log the card under dual control after removal from the ATM; 2. Render the card unusable, following secure card destruction requirements as specified section 10.7.1.2, Recovered Card Handling and Notification Requirements and 3. the Bank must notify the issuer through Visa Resolve Online that the card has been recovered, as specified in the section 10.7.1.2 above. After reviewing the Bank's process for handling captured cards at ATMs, the Bank was following the rules per VISA guidelines.  The Bank understands that this was an inconvenience for the card user, but the Bank must abide by the rules in place by Visa. 

    First Bank & Trust Co. is NOT a BBB Accredited Business.

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