ComplaintsforPrimis Bank

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  02/21/2024

  February 16, 2024
  
  
  Better Business Bureau
  *********************************************************************************
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  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
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Upon graduating from medical school, I took out a personal loan from Panacea Financial for $30,000 for debt consolidation and moving expenses incurred from moving for residency. The loan payments, which are interest only, were scheduled for $215.75. Between July 25, 2022 and March 23, 2023, I effectively made payments at $215.75 or a little more. Each time I made a payment, the system appeared to set my payment out a month later. In March 2023, I paused payments for six months to save additional money and allow the account to catch up. I resumed payments in October 2023. Sometime in November 2023, I noticed that my checking account was negative. When I reached out to my primary care banker, *************************, he explained to me that because I was on an interest rate reduction for automatic payments the system was charging me back interest. He reportedly adjusted my account and I would continue only paying $215.75 per month, which I would allow for the automatic payment to take place. However, in early January ****, the payment system reported that my January payment would be approximately $1500.00. When I reached back out to *************************, he essentially told me that he did not know that would happen and that there was nothing the bank could do. 1)The payment system is flawed. ************************* even told me over the phone that the system isnt smart enough to recognize payments. If there was an issue, why didnt someone from Panacea reach out to me? What happens in the future if I want to pay additional monies toward the loan? Will the system continue to tell me I have a future due date and then I end up with a large interest bill? 2)I believe there is something the bank can do. At this point, I am requesting that they adjust the account and write off this interest since there is no way I can pay $1500.00 at once for their oversight. ************************* has not reached out to me for one week nor do I have contact information for anyone else within the institution.

  Business response

  02/08/2024

  February 8, 2024
  
  
  Better Business Bureau
  *********************************************************************************
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  Re:       BBB Complaint Case #******** Primis Bank
                Customer Name:  ***********************
  
  Dear Sir/Madam:
  
  We received the complaint submitted to the Better Business Bureau by *********************** on February 5th.  ******** attempted to contact the customer via telephone and email to provide details on how his concerns will be resolved. We are waiting on a response from the customer.
  
  Respectfully,
  
  *******************************
  
  *******************************
  VP/ Sr. ********** Officer of Fair Lending and Complaints

• Initial Complaint

  01/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On July 10, 2009, we went to EVB Bank (Now Primis Bank) in ***************** for a consolidation loan for our business equipment and combined previous loans. The loan approval was for $145,000, however, after all of the debts were consolidated, there was $22,634.25 available credit. We did not need the extra so we left the $22,634.25 which was never asked for or used which meant the total of the loan was $122,365.75. After 14 years of making payments on the loan, we realized we had been paying for the entire $145,000. We then went from branch to branch asking for assistance from the bank managers to get the balance corrected but no one would help. At that point, we secured an attorney to see if we had a case. After research, the bank could not produce where the $22,634.25 went to and they could not prove the funds were distributed to us. On November 3, 2023, Primis Bank took us to court. They stated there was a 5 year statute of limitations on the contract. We were not told about this 5 year statute and were never told by the bank at the time the loan papers were signed. We feel this is extremely unfair. This complaint is to let other people know to not sign contracts unless you are made aware there is a statute of limitations and that if you need to correct a problem it has to be done within the first 5 years. We were not asking the bank to forgive the total loan, we were just asking that they remove the $22,634.25 they stated we used which we didn't. We have since paid off the loan in its entirety, but we would like to be refunded the $22,634.25. We would also like to bring awareness to others to pay attention to their loan paperwork at the time of signing and to understand you only have 5 years if corrections are needed.

  Business response

  01/16/2024

  December 15,2023
  
  Better Business Bureau
  *********************************************************************************
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  Re:       BBB Complaint Case # ******** Primis Bank
                Customer Name:  Hilton & ***************************
  
  Dear Sir/Madam:
  
  We received the complaint submitted to the Better Business Bureau by Hilton & *************************** on December 13, 2023. The matter has been through litigation and the case is considered closed.
  
  Respectfully,
  
  ***********************************
  
  ***********************************
  SVP Director CRA Compliance
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Recently, I had transactions being withdrawn from my account at **** of America. The entity was unknown, thus, I requested that **** Of America to submit inquiry or investigation of the processing of payments. And this followed my intentional contact to *****, located Georgia. If honest, ***** will has records of my calls to inquire as to who Primis Bank was. No conclusive response was given, leading to formal inquiry for the provisioning of transactions. **** of America issued investigation of the business applied to Primis Bank. During investigation by **** of America, I was encouraged not to make any payments to the business, to ensure correctness.Since the investigation, I reached out to ***** for clarity and to appropriate reconciliation, as inquiry was intentional for timely resolve. Following clarification from investigation, I have learned that ***** has sent my account to collections. My credit score has been damaged due to an installment loan amount of $10,000, for home renovation. Moreover, Primis Bank, while knowing the purpose of investigation, has now determined that my account is non-recoverable, despite **** of America's verifiable and formal intent to represent me, to secure understanding of electronic withdrawals. Be advised, I had no communication with Primis at initial agreement with *****, thus, completely unknown. It is imperative that my credit report is corrected to it's ethical and lawful truth, before deliberate disservice.

  Business response

  01/23/2024

  January 16, 2024
  
  
  Better Business Bureau
  *********************************************************************************
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  Re:       BBB Complaint Case #******** Primis Bank
                Customer Name:  *************************************
  
  Dear Sir/Madam:
  
  We received the complaint submitted to the Better Business Bureau by ************************************* on January 11th.  ******** contacted the customer via telephone multiple times in January to provide to resolve his concerns.
  
  Respectfully,
  
  *******************************
  
  *******************************
  VP/ Sr. ********** Officer of Fair Lending and Complaints

  Customer response

  02/13/2024

  I am writing regarding the unexpected and unethical decision to push my account to Collections, during lawful and purposeful inquiry by **** of America. During this inquiry by **** of America, I was informed not to make any payments to *****. This has been well established with your business per phone calls with **** of ******************** I was informed that the decision to force my account to collections, during **** of Americas transactional inquiry process, was solely based on Primis Bank per ***** ***************** I was informed during the Conference Call with you and **** of America, that I would hear from Mr. ****** ***. However, I have not received any communication whatsoever, from your organization or titled leadership. Your decision to place my account into collections during **** Of Americas inquiry speaks opposition of our mutual agreement, and divides are existing ethics and values. Moreover, this decision is defiant to lawful practices. I am writing to gain your attention to this matter ASAP. I would like to understand why Primis Bank, according to *****, placed my account in Collections, without warning or notice, during **** Of Americas claim inquiry, on my behalf?

  Correction to a credit report

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 9th, 2009, we went to the *** Bank (now Primis Bank) in ***************** for a consolidation loan for our company equipment and previous loans. The loan amount for $145,000 and under other disbursement, there was $22,634.25 available credit which was never asked for or used. We paid interest for 14 years on the total amount of $145,000. We went branch to branch to ask for assistance to show why we were paying for the $22,634.25 when that portion of the balance wasn't used. However, the bank could not prove to us where the funds went to and it was not disbursed to us. We retained an attorney to review our loan paperwork and to work with the bank on proving where the funds were disbursed to. On November 3, 2023, Primis took us to court and stated we were past the 5 year contract statute and the judge ruled in their favor. We were not aware of a 5 year statute when the loan papers were signed. We feel this is unfair and are concerned how many other Primis Bank customers were taken advantage of concerning loans. This complaint is to let people know not to sign a contract unless you are advised of a 5 year statute of limitation since you cannot correct the problem after that time.

  Business response

  12/15/2023

  
  December 15,2023
  
  Better Business Bureau
  *********************************************************************************
  VIA:  Upload to respond.bbb.org
  
  
  Re:       BBB Complaint Case # ******** Primis Bank
                Customer Name:  Hilton & ***************************
  
  Dear Sir/Madam:
  
  We received the complaint submitted to the Better Business Bureau by Hilton & *************************** on December 13, 2023. The matter has been through litigation and the case is considered closed.
  
  Respectfully,
  
  ***********************************
  
  ***********************************
  SVP Director CRA Compliance

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Web ********************** issues while niece, resident, uses software for a position she obtained with this financial institution.

  Business response

  09/14/2023

  September 14, 2023

  
  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 September 10th. Primis employees can communicate to their direct supervisor/manager with work related concerns and direct IT related concerns to the banks internal IT team.
  

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

• Initial Complaint

  07/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My Primis debit card was terminated twice in the last 2 months (first time in June 2023, and second time in July 2023) with NO prior notification. Each time I found out is because I tried to use my debit card and it was declined. Each time I called and spoke to an agent, they could only tell me that the card was terminated due suspicious activity, but I was never provided with specific details as to what activity was being investigated.Additionally, I never received any explanation or conclusion to the investigation when this first occured in June 2023. It is incomprehensible to not have received a notification of suspicious activity OR a notification of card termination each time. To find out BOTH times by getting my card declined in a checkout line is embarrassing and inexcusable. I now have a non-functional debit card and will need to wait 10 business days for a new card when I need to use the card asap.I am seeking a representative to contact me with a detailed explanation of both instances. If I don't receive a timely response, I will pull all funds, close all accounts, file additional reports (BBB, FDIC, etc.), contact all Primis representatives I can find contact info for, and spread the word. I've never had a banking experience as terrible as Primis.Looking forward to hearing from Primis.*********************

  Business response

  08/15/2023

  August 14, 2023
  
  
  Better Business Bureau
  *********************************************************************************
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  Re:       BBB Complaint Case #******** Primis Bank
                Customer Name:  *****************************
  
  Dear Sir/Madam:
  
  We received the complaint submitted to the Better Business Bureau by ***************************** on August 3rd.  ******** attempted to contact the customer via telephone and email on several occasions to resolve his concerns.
  
  Respectfully,
  
  *******************************
  
  *******************************
  VP/ Sr. ********** Officer of Fair Lending and Complaints
  

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This ******** bank received a check from me August 24, 2020. When I looked at the account online the $300.00 was not posted on the account. I contact the bank and was told they dont accept paper checks and it would be sent back to me. After a few weeks looking at my bank statement Primis bank had cashed the check but it wasnt posted to my account. I have contacted the bank on several occasions about this but the bank has not yet posted the payment and its has been almost a year. Im hoping that you can help revolve this situation.

  Business response

  08/21/2023

  Please consider the below Momnts response to the complaint referenced in this email. 

   

  We received the complaint submitted to the Better Business Bureau by ************************* on July 21st.  ***** has attempted to contact the customer via email and telephone to inform him that the matter has been resolved

   

  Thank you,

   

  *******************************
  Vice President/Fair ******* & Complaints

   

  Primis
  Direct: ************

  *****.shoniregun@primisbank.com
  www.primisbank.com

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had opened a money market account with ********************** to take advantage of their high interest rate. When I attempted to transfer my money back to my account, I was told that I had a limit of $18k per day and it has to be 3 separate transactions. On 7/12/123, I placed 3 transaction, for $6k each, and only one of the transactions went through. When I called the bank on 7/14/23 to figure out what happened, the representative told me theyll look into it and get back to me before the end of business day. On 7/8/23 at 3PM, when I didnt receive I call back as promised, I called back. I was told that the representative was gone for the day and they cant transfer my money out.I requested for the account to be closed and transfer the full balance (which is over $50k) back to checking account, I was told that they cant transfer the money but they take my name and have a manager contact me on Monday, 7/17/23, as they are closed for the day. When I asked the representative to escalate the issue to a higher manager and allow me to directly speak to someone, she replied that shes unable to transfer me to any of her leadership team members. I explained to the representative that I am doing a large transaction, and is in need of the money immediately, but she kept repeating that I will be getting a follow up call on the following Monday. This is unacceptable as the financial instigation should not be able to hold my money hostage when I specifically requested for the account to be closed and the funds to be transferred to my checking account. This is unlawful as I have been refused access to my funds or someone who can assist me with the wire transfer.

  Business response

  07/27/2023

  July 27, 2023
  
  
  Better Business Bureau
  *********************************************************************************
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  Re:       BBB Complaint Case # ******** Primis Bank
                Customer Name:  Mena Shaker
  
  Dear Sir/Madam:
  
  We received the complaint submitted to the Better Business Bureau by Mena Shaker on July 15th. The bank confirmed the customer transferred his funds on July 17th and he has since closed his account.
  
  Respectfully,
  
  *******************************
  
  *******************************
  VP/ Sr. ********** Officer of Fair Lending and Complaints

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened a Primis Checking and Savings account in early May 2023. Checking number ending in ***** & Savings ending in ***** My wife then proceeded apply to be added as a co-owner for both the ****************** on May 22, 2023. Primiss response was it takes 2 business days to process & in very unusual circumstances it takes longer than 2 business *********** will email with an status update.The checking co-ownership was approved May 27, 2023 with no problem utilizing the exact same application information.The Savings account approval has been pending since May 22,2023 with no emails or any communication whatsoever per their policy of 2 business days as to why she has not been added. I have called a approx 7-8 times and been told 2 or more times they would leave a note for processing team to finalize the app & also been given a different answer each time ive called as to why this simple review has not occurred. I have also been told their is no escalation to supervisors or appeals available.At this point this has become beyond frustrating for this request to not have not be processed & completely unacceptable that there has been zero explanation as to why a simple account ownership addition has not occurred for my savings account when every required document is on file with Primis.

  Business response

  07/18/2023

  July 18, 2023
  
  
  Better Business Bureau
  *********************************************************************************
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  Re:       BBB Complaint Case #******** Primis Bank
               Customer Name:  *****************************
  
  
  Dear Sir/Madam:
  
  We received the complaint submitted to the Better Business Bureau by ***************************** on June 29th.  ******** has since contacted ***************** and the matter has been resolved.
  
  Respectfully,
  
  *******************************
  
  *******************************
  VP/ Sr. ********** Officer of Fair Lending and Complaints

*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. ↩