Business Profile

Bank

Primis Bank

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Complaints

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

Customer Complaints Summary

30 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

If you've experienced an issue

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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:06/03/2025
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.
On the date of 11/30/22 I went to Gulf Coast Mens Clinic to get help with erectile dysfunction, I paid an initial visit price of 99 dollars for the procedure. In order to complete it you sign an agreement to get a loan for the rest. The loan was with ***** which is in ***** springs ******* for the amount of ********, this is what's ode right now. I did not go back after the initial visit, and Gulf Coast Mens Clinic is now out of business. I refuse to pay for services not rendered. But they keep harassing me about this loan. They have even put it in the credit bureau as nonpayment. What can be done about this? They also have other complaints about these companies
Business Response
Date: 06/04/2025
Good afternoon,
Please see the attached response related to the complaint received for Mr. ******************** you,
***** *******, SVP
Chief Compliance Officer
Initial Complaint
Date:04/08/2025
Type:Billing 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.
Primis Bank is trying to collect funds I did not receive additional information attached
Business Response
Date: 04/11/2025
April 11, 2025

Better Business Bureau
******************************
********************
VIA: Upload to **********************************

Re: BBB Complaint Case # ******** Primis Bank
Customer Name: ***** *****

Dear ******************** received the complaint submitted to the Better Business Bureau by ***** ***** on April 8, 2025. The bank is investigating the complaint and will contact the complainant directly to work towards a resolution.

Respectfully,

***** *******, CRCM, CERP, AAP
SVP, Chief Compliance Officer
Customer Answer
Date: 04/14/2025
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,I would like Primis to drop their case against me and not stop any actions concerning my case

***** *****

Business Response
Date: 04/15/2025
Please note the item Mr. ***** attached stating he declined the resolution was not part of the resolution to the complaint. I've emailed Mr. ***** and asked for additional information in my investigation of his complaint and have not heard back at this point.

Thank you,
***** *******, SVP
Chief Compliance Officer

Customer Answer
Date: 04/29/2025
They got the information that was needed but I haven't heard back since.
Business Response
Date: 06/04/2025
Good morning,

This email is regarding the complaint for ***** *****, Complaint ID ********* We have offered to settle this loan balance for $500. This offer has been extended to Mr. ***** and he last indicated he wanted to think about it and get back to us. Since then, we have not heard from Mr. ****** We have attempted to contact him with no response. It is unfair to state this complaint is closed without resolution when we have worked diligently to resolve this complaint. We are unable to make changes without the borrowers agreement. We will continue to work with Mr. ***** to resolve this complaint, but we do not send our correspondence directly through the BBB as he has also complained to other agencies which we are required to respond to and that is taking precedence. If you have further questions, please do not hesitate to reach out to me directly.

Thank you,

***** *******, CRCM/CERP/AAP
Initial Complaint
Date:03/26/2025
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.
I called Primis bank about this issue because this loan is fraud. ***************** never told me they was applying for a loan or a line of credit. They told me that I needed health insurance and good credit to work with them. I thought that in case in the future if we need to go another route to continue treatment if my insurance refuse to take any more payments they would offer me another way to continue treatments. I had know idea that **************************** apply for a loan in my name. They told it was a 3 to 6 months treatment depending on the results. I only came to 2 or 3 treatments within 2 weeks, I wasn't given any bill a my visits, I assume my insurance would cover it. I did not return because I got very sick for a few months from a stomach issue. Around Sep on 2024, when I pull all 3 of my credit reports I realized there was a loan from ***** on my ********** credit report only for $5,742. I would like for Primis to help me go after Momnt and **************************** for making a fraudlent loan. ***** gave **************************** permission to give out loans without a docu sign signature or handwritten signature to protect fraud from happening. I have a loan contract with no signature on it and can't get a copy of electronic signature. How is this legal? I will file complaints with the attorney general and if not resolved I will file a lawsuit against all 3 parties. At this time **************************** on ****************** is closed. I am searching for other location. Because I did not apply for this loan, I am not responsible for this loan. I attached unsigned loan agreement and complaints from **** and BBB about both Momnt and **************************** showing clearly I am not the only one this happen too.
Business Response
Date: 03/26/2025
Re: BBB Complaint Case # ******** Primis Bank
Customer Name: ****** ******

Dear ******************** received the complaint submitted to the Better Business Bureau by ****** ****** on March 26, 2025. The bank is investigating the complaint and will contact the complainant directly to work towards a resolution.

Respectfully,

***** *******, CRCM, CERP, AAP
SVP, Chief Compliance Officer
Customer Answer
Date: 03/27/2025
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

Regards,

****** ******
Initial Complaint
Date:03/03/2025
Type:Customer Service 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.
My father ******* ******* *** contacted Oak Park Medical Clinic for rectal service, and was scheduled a FREE consultation in which he attended for the first time in which I received an electrical treatment to break up the blood flow in the sterim. Then I went to visit my Doctor after the 1st treatment they gave and that is when my heart went into A Field (dangerous stage which can stop his heart from beating and die). I called *********************** to tell them what my Doctor stated to me about my heart and asked them to CANCEL my contract and they said NO they couldn&#**;t do it and gave me 5 different numbers to call and each one of the numbers they gave me said they couldn&#**;t CANCEL Contract and after calling all of these numbers provided and they saying the same exact thing that is how I knew it had to be a SCAM or FRAUD and the 5th was a lender/institution the person in charge of the Loan and she stated she was not going to CANCEL the contract either. What my Doctor end up doing to resolve my issue with my heart is seal the pocket in my heart to keep the blood to flow thru, put a watchman in me and I end up having to get a pace maker.
Customer Answer
Date: 04/15/2025
My daughter ******* ********** helped me file the complaint.

I would like for this to go away because services was not rendered and I feel that they are trying to get money out of me because of my age and the fact they went forward and paid the other people so now they trying to get their money back from me.

Thank you.
Business Response
Date: 04/15/2025
Good afternoon,
Primis Bank is in receipt of the complaint sent to us on 04/15/2025 and will investigate and respond directly with the complainant.

Thank you,
***** *******, SVP
Chief Compliance Officer
Customer Answer
Date: 04/15/2025
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

Regards,

******* *******
Initial Complaint
Date:12/17/2024
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.
Primis Bank was notified of a transaction in which I was fraudulently overcharged. I tried resolving this with the company that overcharged me and was not able to get it resolved. Primis Bank was made aware the same day this transaction was made, a transaction dispute was filed including proof of the correct amount that should have been charged; however, Primis Bank refuses to accept my transaction dispute. I am very shocked at the low level of care for its customers and refusal to assist when a customer is disputing a transaction. I am requesting a refund for the overcharged amount.
Business Response
Date: 12/19/2024
We have received the complaint submitted to the Better Business Bureau by ******** ***** on December 8, 2024. The bank is working directly with the complainant to resolve the issue.
Customer Answer
Date: 12/19/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. The concern has not been resolved yet. I am still waiting on Primis Bank to resolve the concern after sending them documented proof.

Regards,

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

Customer Answer
Date: 12/20/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

Primis Bank still has not resolved the concern even after having proof of the disputed transaction. I am still waiting to hear from Primis Bank about anything regarding my concern.

Regards,

******** *****
Initial Complaint
Date:10/25/2024
Type:Billing 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.
Section FCRA 611(a)(6)(B)(iii) and (7) of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. Fair Credit Reporting Act, 15 U.S.C. 1681s-2 Section 623(a)(8)(D) Section 603(p), must notify consumers in writing if they may furnish or have furnished negative information to a CRA. Section 623(a)(7). According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 *** 1681 have the right to privacy According to 15 *** 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 *** 1681 I have the right to privacy According to 15 *** 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. PRIMIS BANK/****************** Amount:$15338Date:10/31/2022 Acct#**********
Business Response
Date: 10/30/2024
October 30, 2024

Better Business Bureau
******************************
********************
VIA: Upload to **********************************

Re: BBB Complaint Case # ******** Primis Bank
Customer Name: ****** *********

Dear ******************** received the complaint submitted to the Better Business Bureau by ****** ********* on October 25th. The bank partners with many companies to provide lending opportunities for a range of products and services. We encourage Saris ********* to contact ************** to address her concerns.

Respectfully,

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

***** **********
VP/ ********************** of Fair Lending and Complaints
Initial Complaint
Date:08/18/2024
Type:Customer Service 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 had spoken to ********************* in the **********, ** office about a mortgage. During which he checked our credit and assured us he could beat the mortgage company we were dealing with. I told him to run the figures and sent him our buyers disclosure. He then ghosted me, but did run a hard inquiry on our credit WITHOUT authorization! I want the inquiry removed.
Business Response
Date: 08/30/2024
August 30, 2024

Better Business Bureau
******************************
********************
VIA: Upload to respond.bbb.org

Re: BBB Complaint Case # ******** Primis Bank
Customer Name: ***********************

Dear ******************** received the complaint submitted to the Better Business Bureau by *********************** on August 19th. After the complaint was submitted, the bank attempted to contact the customer by phone on 08/29/2024 to address his concerns. .

Respectfully,

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

*******************************
VP/ ********************** of Fair Lending and Complaints
Customer Answer
Date: 09/03/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have not received any phone calls or messages from this business. Multiple emails to ************* in ********** have gone unanswered.
I did not authorize the inquiry on my credit or my wifes. Please contact the credit bureaus and remove the inquiry.

Regards,

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

Business Response
Date: 09/05/2024
On August 29, 2024, at 12:55 PM, Primis made an effort to reach out to ************ using the phone number he had provided. Furthermore, the bank left a message outlining the steps for ************ to get in touch regarding his issues. ************ is encouraged to call Primis at ************** whenever it is convenient for him to address his concerns.
Initial Complaint
Date:08/08/2024
Type:Product 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.
On 01/04/2023, $9200 was transferred out of my Primis checking account. I did not notice this transaction until I was preparing my 2024 taxes in March of 2024. The account was our emergency fund and I hadn't been checking it since we did not need the money at that time. I immediately notified my branch manager in ***********, **. Primis eventually initiated a fraud investigation which clearly showed the transaction was fraudulent (unknown email address and phone number). However, I cannot get any information about how it happened or how to get restitution. I have asked repeatedly to talk with someone familiar with the investigation but do not get any response. I have submitted reports to the Westmoreland *********************** and to the **** The sheriff's office created a case but it does not seem to be progressing.
Business Response
Date: 08/16/2024
August 15, 2024

Better Business Bureau
******************************
********************
VIA: Upload to respond.bbb.org

Re: BBB Complaint Case # ******** Primis Bank
Customer Name: *********************************

Dear ******************** received the complaint submitted to the Better Business Bureau by ********************************* on August 8th. After the complaint was submitted, the bank contacted the customer by phone to address her concerns.Furthermore, the bank also sent the customer clarifying information via mail.

Respectfully,

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

*******************************
VP/ ********************** of Fair Lending and Complaints
Customer Answer
Date: 08/16/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]The response contained the same information that I received several months ago. It does not explain the next steps of the investigation. The report shows that the transaction was made using an unknown email address. It seems to me that it would be Primiss responsibility to investigate who made the transaction that resulted in 9200 dollars being taken from my account. It is so frustrating that the bank will not let me speak to anyone above the branch manager level. I would like to speak with someone who could actually help solve the problem.

Regards,

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

Business Response
Date: 08/19/2024
Our Regional Retail Manager/, ****************** called ******************** on Friday to answer questions and left a voicemail. She will attempt to contact ******************** again today in-between 4-5pm.
Initial Complaint
Date:05/09/2024
Type:Product 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 made a mobile deposit of $5000 on 05/06/24. I received confirmation that the deposit was accepted. No part of the funds were made available. On 05/09 I phoned customer service and was told that the funds were being held for SEVEN BUSINESS DAYS. Per Primis funds availability they reserve the right to put a hold on funds of the deposit is $5525 or above NOT APPLICABLE, a new Primis account NOT APPLICABLE. The funds availability on their website says THREE DAYS.
Business Response
Date: 05/13/2024
May 13, 2024

Better Business Bureau
********************************************************************************************************
VIA: Upload to respond.bbb.org

Re: BBB Complaint Case #******** Primis Bank
Customer Name: ***********************************

Dear Sir/Madam:

We received the complaint submitted to the Better Business Bureau by *********************************** on May 10th. Following submission of the complaint, the bank reached out to the customer via email to resolve the matter and make the customer aware of the availability of checks deposited via mobile deposit.

Respectfully,

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

*******************************
VP/ Sr. ********** Officer of Fair Lending and Complaints
Initial Complaint
Date:02/16/2024
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.
Primis Bank makes it impossible to add external transfer accounts to its online account. They use an "instant" verification system that does not work 95% of the time and has been malfunctioning for years. Be sure of this: I am doing my part correctly. This is their problem. It fails in different ways at different times, while always wastefully prolonging the agony before it dead ends. Despite this, Primis stupidly eliminated the alternative trial deposit method even as this system only became worse. Misnamed "instant" verification, it should be called "never" verification. For one thing, it is ironic, and idiotic, to ask anyone to trust a broken system with another bank's login data. It is also idiotic to create barriers to incoming deposits--without which a bank would become insolvent. Primis spends much time on propaganda, fishing for compliments and bios of persons responsible for such disastrous results. They should instead focus on not failing miserably. A good start would be to stop hiring IT people who changed their major to computer science their senior year and then didn't graduate.
Business Response
Date: 02/21/2024
February 16, 2024

Better Business Bureau
*********************************************************************************
VIA: Upload to respond.bbb.org

Re: BBB Complaint Case #******** Primis Bank
Customer Name: *****************************

Dear Sir/Madam:

We received the complaint submitted to the Better Business Bureau by ***************************** on February 16th. ******** attempted to contact the customer via telephone and email to obtain more details in order to resolve his concerns. We are waiting on a response from the customer.

Respectfully,

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

*******************************
VP/ Sr. ********** Officer of Fair Lending and Complaints

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Primis Bank is NOT a BBB Accredited Business.