FirstBank of Colorado

As previously summarized, we reviewed the transactions in question and determined no errors were made in processing Ms [redacted] ’s gasoline purchase which she made with her Visa debit card We are happy to discuss this matter further with Ms [redacted] , but consider this matter closed as no errors were made

Complaint: [redacted] I am rejecting this response because:Yes credit card is closed but my credit score is impactedI have just pulled my credit history and can see that because of this so called "error" from first bank, my credit score reduced by pointsAlso if this was an "error", when they allowed the card to be dispatchedI have moved to different state and had I not updated my address, anybody could have got access to this.I need bank to compensate for the hassle am going through because of this and also impacting my credit score Sincerely, [redacted]

FirstBank closed Mr [redacted] ' account because he did not handle it in a satisfactory mannerAdditionally, Mr [redacted] was verbally abusive to FirstBank employees on multiple occasionsPer the terms of FirstBank's Deposit Account Agreement, which was provided to Mr [redacted] at the time he opened his account, FirstBank reserves the right to terminate accounts at our discretionFirstBank sent Mr [redacted] a cashier's check for $on December 10, 2015; this amount includes a $refund of FirstBank's annual debit card fee and the $credit Mr [redacted] received from autotrader.com referenced in his complaint

A FirstBank representative spoke with [redacted] regarding her complaint on June 13th, In her complaint, [redacted] questions the transaction posting order on her checking account The transaction payment and processing order described by [redacted] is outlined in FirstBank’s Deposit Account Agreement which was provided to her when she opened her account During the discussion, the representative explained how the eSave package works The representative also explained that if the customer did not want the eSave account, we could close the account and open and different account As a courtesy to [redacted] ***, FirstBank refunded two handling charges totaling $

Complaint: [redacted] I am rejecting this response because: Please review the attached email thread where I was transparent and upfront with the bank even stating that I had the BankruptcyI was advised this was approved and invited to come on inClearly the institution does not wish to work with me even after offering to pay back the balance and I do not wish to fight any further to compel them to do so the bureau may close the matter despite the consumer remaining dissatisfiedIt is not logical to fight to do business with someone who is so determined not to reciprocate in the matterI did not return calls to the business as I was traveling on business and the matter appears to be "closed" as they stated so it is clear there is nothing left to discuss; additionally the matter should be discussed in writing anyhow not over the telephone where nothing is binding Sincerely, [redacted]

[redacted] ’s credit card was opened with FirstBank on August 1st, The account was handled as agreed until February, when Mr [redacted] ’s credit card became delinquent The account was closed by the bank in April, due to various delinquencies on Mr [redacted] ’s FirstBank credit card in addition to performance with other credit issuers A letter was mailed to Mr [redacted] on April 24, to notify him of the closure The credit card had become delinquent a variety of times since its closing (including ten day late payments and four day late payments) On June 19th, 2016, Mr [redacted] ’s credit card was days delinquent FirstBank made several attempts to contact Mr [redacted] to arrange payments to bring it current, but these attempts were unsuccessful On August 5th, 2016, a final notification was sent to the cardholder explaining the bank’s rights under FirstBank’s Credit Card Agreement The letter explains FirstBank has a security interest in any accounts held by FirstBank for the payment of the account in default The cardholder has twenty days from the date of notice to cure the account in default before additional collection action occurs On August 25th, the credit card account became days delinquent and the cure notice had expired Due to the serious delinquency of the account and the unresponsiveness of Mr [redacted] , FirstBank exercised its right to seize funds from Mr [redacted] ’s checking account to pay the outstanding credit card balance Funds in the amount of $were seized to pay down the outstanding balance of $1,

[redacted] was impacted by an internal systems error that caused some FirstBank customers to accept a credit card through FirstBank’s Online Banking unintentionally This error was quickly detected after it occurred, and the bank proactively contacted all impacted cardholders on Friday, October 20th including [redacted] The FirstBank representative who spoke with [redacted] on the 20th confirmed that he did not want the card, notified him the account would be closed and his credit repaired On Monday, October 23rd a FirstBank Loans Manager also drafted an email which was sent [redacted] addressing his complaint and reiterating the card was closed and his credit was being fixed [redacted] ’s card has been closed and maintenance done to remove the trade line from his credit report A FirstBank Associate Manager for the Credit Cards Department, contacted [redacted] on Wednesday, November 1st after verifying the credit agencies were updating their reporting per the bank’s request The bank assured [redacted] they will send him a letter once all credit reporting agencies have finalized their updates to his credit reportThe bank is sympathetic to [redacted] ’s situation and acknowledges the system error and impact to [redacted] The bank will consider this matter closed once confirmation has been received from all credit reporting agencies that [redacted] ’s credit report has been fully corrected

Complaint: [redacted] I am rejecting this response because: unscrupulous charges still exist on said account which was also turned off after complaining which was never discussed with me and caused me difficulty when attempting to use my bank account Sincerely, [redacted]

A FirstBank representative spoke with [redacted] on October 31, in response to a post she made on social media regarding a stop payment she tried to place on an unauthorized transaction The FirstBank representative assisted [redacted] by placing a stop payment on the charge and, as a courtesy, refunded the $overdraft fee [redacted] subsequently filed a formal complaint regarding her experience and requested a refund A FirstBank representative attempted to contact [redacted] on November 1, and November 4, to discuss the complaint but had to leave a messageAs we were not able to reach [redacted] and the fee was already refunded, we are considering this complaint closed

As previously explained, FirstBank closed Mr [redacted] s’ account because he did not handle it in a satisfactory manner Per the terms of FirstBank’s Deposit Account Agreement, which was provided to Mr [redacted] at the time he opened his account, FirstBank reserves the right to terminate accounts at our discretion Based on Mr [redacted] ' unsatisfactory account history and verbal abuse of FirstBank employees, we will not reopen his checking account or engage in a business relationship with him FirstBank also provided MrWatkins with a refund in the amount of $35; a $refund of FirstBank's annual debit card fee and $for the credit received from autotrader.com At this time we consider the matter with Mr [redacted] to be closed

On January 2, 2017, Ms [redacted] attempted to withdraw $at an ATM located in a [redacted] grocery store, but states she did not receive the funds All ATMs within [redacted] are branded as FirstBank, but the machines are owned and operated by an outside vendor who also owns all cash within the ATMs Ms [redacted] contacted FirstBank after her attempted withdrawal to try and recover her funds Since Ms [redacted] is not a customer at FirstBank, the bank was unable to initiate a dispute If a card is issued by another financial institution, FirstBank does not have visibility into the transaction to determine if it was authorized A FirstBank representative instructed Ms [redacted] to contact her bank directly to initiate a dispute in order to recover her funds Ms [redacted] also spoke with a Manager in the FirstBank Card Services Department who offered to conference call Ms***’s financial institution in an effort to expedite the reimbursement of funds, but Ms [redacted] declined the offer On January 3, 2017, FirstBank submitted a request to the ATM owner to dispatch service to the ATM and was able to verify it was operational At this time, FirstBank is considering the matter closed since Ms [redacted] is not a customer and will need to contact her financial institution for resolution Tell us why here

A FirstBank representative called Ms [redacted] regarding her complaint on September 2, and September 6, and left messages requesting a call back Ms [redacted] has not returned the phone calls On August 28, 2016, Ms [redacted] authorized a gas bill The transaction cleared her account on August 30, at which time there were insufficient funds in her account to cover the transaction Due to the insufficient funds in the account on the day the transaction processed and cleared, the account was assessed a $handling charge Ms [redacted] currently has an account package that automatically transfers one dollar from her checking account to her savings accounts with each electronic transaction The transfer amount is debited from the checking account on the day that the transaction posts, if there is sufficient funds to do so, and credits the savings account the following business day The transfer between Ms [redacted] ’s checking and savings account was processed accordingly and did not overdraw her account As it appears that all transactions were processed properly and the bank is unable to get in touch with Ms [redacted] , we are considering this inquiry closed at this time

Complaint: ***
I am rejecting this response because: As of midnight which is 08/31/the bill had not cleared my account it was still pending, my paycheck deposited on 08/31/as wellI was told by the bank that they backdated the bill to make it go on 08/30/from 08/31/
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/11/03) */
After reviewing Mr***'s request, we are unable to provide further information as Mr*** is not an authorized party on the accountFirstBank routinely allows for the use of power of attorney documents after review of the original,
properly executed agreementsWith receipt of proper power of attorney documentation the bank would be happy to assist Mr*** with this matter

A FirstBank representative spoke with *** *** on June 14, and explained that it is FirstBank’s practice to verbally notify customers of the credit check at account opening and any fees associated with products received. *** *** received all of the written disclosures and fee
schedules, as well as FirstBank’s credit report policy. The representative also re-explained the features of *** ***’s account including why the account was closed when it was brought to a zero balance. As a courtesy to *** ***, FirstBank refunded the $cash reserve annual fee

*** *** opened a FirstBank checking account on January 26, 2016. The account was overdrawn multiple times and was charged-off on May 27, 2016. Upon reviewing *** ***’s account history, FirstBank has determined that the information reported on *** ***’s credit report is accurate
Standard overdraft notices are provided to all customers with each overdraft. Additionally, letters are mailed to consumers with an overdrawn account on the 10th and 24th day after the overdrawn status occurs. Finally, it is standard practice for the bank to reach out via telephone regarding overdraft balances. FirstBank had numerous conversations with *** *** regarding the overdrawn status of his account during which *** *** indicated he would deposit sufficient funds to cure his overdraft. As a courtesy to *** ***, FirstBank refunded several non-sufficient fees to reduce the amount *** *** owed the bank. However, *** *** did not bring his account to a positive balance which resulted in FirstBank reporting the balance owed to the credit reporting agencies. Should *** *** pay the amount due on his account, FirstBank will update his credit report to a “paid” status

On September 15, 2017, *** *** came in to a FirstBank branch requesting recent overdraft charges to be refunded. Upon reviewing *** ***’s account, it was determined several fees had recently been refunded. As a courtesy, the bank refunded two additional fees and discussed
several options to help *** *** manage his account and avoid potential fees in the future. *** *** called on September 16, regarding another feeAlthough all fees are disclosed in the fee schedule at the time of account opening, the bank refunded the additional fee as a courtesy and now considers this matter closed

FirstBank closed Ms*** account because she did not handle it in a satisfactory manner. In November 2015, FirstBank and Ms*** discussed the status of her line of credit. At that time, Ms*** agreed to a monthly payment of $to pay her outstanding debt. At her
request, FirstBank agreed to contact Ms*** when the payment was due so that Ms*** could deposit money into her checking account to cover the automatic payment to her line of credit. FirstBank notified Ms*** via telephone and email when her December payment became due, however, received no response from Ms*** until February 2016. FirstBank has made numerous attempts to notify Ms*** of the status of her line of credit, however, she has not made the agreed upon payments or remained in regular contact with the bank

Complaint:
I am rejecting this response because: Due to my account closure was due to reporting the Dispute Supervisor, for intimidating protocol, and bad customer service. I manage my account, not the bank, and I do not appreciate my personal information being compromized in the process. When opening an account with a bank entity, the account holder is the customer, and should be the only person authorized to open or close account. I do believe that there is a substantial discriminatory factor here, for speaking up about horrible customer service
Sincerely,
*** * ***

Mr*** opened his account on June 15th, 2017. Shortly after account opening, the account became overdrawn and was repeatedly overdrawn in the subsequent monthsAs a customer courtesy, the bank refunded insufficient funds fees on four different occasions totaling $170.
Between October 16, and November 7, 2017, Mr*** initiated nine electronic funds transfers (EFTs) from five separate companies out of his account. The bank returned the nine EFTs due to insufficient funds. The account subsequently became overdrawn and no additional deposits were made to cure the overdrawn balanceThe insufficient fund fee is disclosed to all customers at account opening and is outlined in the account disclosures provided to Mr***. The overdrawn account was charged off on December 5, and the bank considers this matter closed