FirstBank of Colorado

Mr*** opened an account with FirstBank on November 04, 2016. Mr*** was provided a Reg E form detailing the opt-in/opt-out options. Mr*** opted out for debit card purchases and opted in for checks and ACH’s. The Reg E from states any charges for electronic payments
presented with insufficient funds regardless of paid status will be charged a fee. On January 12th, 2017, an ACH presented to Mr***s’s account, however the account did not have sufficient funds to cover the ACH. This resulted in an insufficient funds fee of $34. On January 17, 2017, Mr*** contacted the bank and left a voicemail indicating he upset about the fee. A FirstBank representative called Mr*** back and also left a voicemail. Mr*** has not returned the phone call, but as a customer courtesy the bank refunded the fee. At this time, the bank is considering this matter closed

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

*** *** *** LLChas had accounts with FirstBank since August 29, On November 20, 2017, Mr***, the signer on the account, made a deposit in the amount of $14,at the bank. A FirstBank representative called ***, the issuing bank, to verify funds due to the large
dollar amount drawn off a personal account, which was not typical for the business. The paying bank was unable to verify if there were sufficient funds or whether the check had clearedFirstBank then reviewed Mr***’s account and was concerned given the overdraft history on the account and the paying bank would not verify funds. Under Regulation CC, banks may extend the availability time period under certain circumstances to mitigate risk. The bank made the decision to place a seven-business day exception hold on the check. Unfortunately, the bank placed the hold under an incorrect reason. Although an incorrect reason was used, the bank still had sufficient reason to hold the check. As a customer courtesy, the bank did pay items presenting on the account between November 22nd and when the hold was removed on November 28th. The bank did send a hold notice to MrTrujo, but communicated the incorrect reason in the hold notice. The bank acknowledges the error made and regrets any confusion the incorrect hold reason may have caused. Additional training has been conducted with all employees involved and the bank now considers this matter closed

A FirstBank representative called *** *** subsequent to receiving the dispute she filed regarding several unauthorized debit card transactions on her checking account. The bank was unable to reach *** *** to discuss the fraudulent charges, however, deleted the pending unauthorized
transactions on July 26th. Due to debit card processing rules, the transactions subsequently posted to *** ***’s account on July 31st. On August 1st, FirstBank credited *** *** for the unauthorized charges and refunded all applicable processing fees. A second FirstBank representative called *** *** to discuss the dispute and debit card transaction posting process, explaining that charges must post to an account before they can be disputed. At this time, *** *** has received full credit for the unauthorized transactions on her account and we consider the matter closed

As explained in the previous response, *** *** was impacted by an internal systems error that caused some FirstBank customers to accept a credit card through FirstBank’s Online Banking unintentionally. *** ***’s card has been closed and maintenance done to remove the trade line from his credit report. The bank has confirmed with all credit reporting agencies that *** ***’s credit report has been fully corrected

As documented previously, FirstBank has reviewed *** ***’s account relationship and refunded fees as a courtesy and has offered to assist *** *** with managing his accountThe bank considers this matter closed

On November 4, 2016 a complaint from [redacted] IRS tax consultant, was received. A FirstBank representative spoke with [redacted] on November 4, 2016 in regard to the complaint and her accounts.  [redacted] was unaware of the formal complaint that was filed on her...

behalf.  The FirstBank representative resolved the concerns directly with [redacted].  Messages were left for [redacted], but the bank has not received a call back.  We are considering this complaint now closed, given it was handled directly with the customer.

[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 report. The 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.

[redacted]’s credit card was opened with FirstBank on August 1st, 2013.   The account was handled as agreed until February, 2014 when Mr. [redacted]’s credit card became delinquent.  The account was closed by the bank in April, 2014 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, 2016 to notify him of the closure.   The credit card had become delinquent a variety of times since its closing (including ten 60 day late payments and four 90 day late payments).  On June 19th, 2016, Mr. [redacted]’s credit card was 60 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 95 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 $851.45 were seized to pay down the outstanding balance of $1,667.37.

A FirstBank representative spoke with [redacted] regarding her complaint on June 13th, 2016.  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 $68.

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 Bankruptcy. I was advised this was approved and invited to come on in. Clearly 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 dissatisfied. It is not logical to fight to do business with someone who is so determined not to reciprocate in the matter. I 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]

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]

On January 2, 2017, Ms. [redacted] attempted to withdraw $600 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. [redacted]’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, 2016 and September 6, 2016 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, 2016 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 $34 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.

Ms. [redacted] spoke with a FirstBank representative regarding fraud on her account on January 13, 2018.  A new debit card was ordered with express shipping on the same day.  The bank representative speaking with Ms. [redacted] overlooked the fact that the order for the new Debit Card was...

being placed on a Saturday and the following Monday was a federal holiday, which would cause a delay in delivery.  The bank apologizes for the misinformation provided to Ms. [redacted].  Ms. [redacted] account did receive provisional credit on January 16th, the first business banking day after the card was ordered.  A bank representative attempted to contact Ms. [redacted] on January 19th after receiving the complaint, but left a message because they were unable to reach her.  Another voicemail was left on January 23rd requesting a call back to discuss the concern.  Ms. [redacted] has not returned a call to the bank, but the bank verified Ms. [redacted] has been using her new card since January 19th and therefore considers this matter closed.

Complaint: [redacted]
I am rejecting this response because:Yes credit card is closed but my credit score is impacted. I have just pulled my credit history and can see that because of this so called "error" from first bank, my credit score reduced by 10 points. Also if this was an "error", when they allowed the card to be dispatched. I 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]

Initial Business Response /[redacted]/
A FirstBank representative spoke with Mr. [redacted] on May 28th to discuss his concerns regarding a $25 fee he was assessed by a third-party business for writing a check that was returned by FirstBank. On April 28th, Mr. [redacted] ended his banking...

relationship with FirstBank by withdrawing all funds he had on deposit and closing his checking account. On May 1st, a check which Mr. [redacted] had written was presented to FirstBank for payment. As Mr. [redacted] had closed his account three days earlier and left no money in his account, FirstBank returned the item unpaid so as not to overdraw a closed account.
At the time Mr. [redacted] closed his account, FirstBank requested that he leave a balance in his checking account to cover any outstanding checks that he had written so that they may be paid. Mr. [redacted], however, did not account for all of the outstanding checks he had written and left a balance of zero dollars in the account. This error ultimately led to Mr. [redacted] being assessed a $25 fee by a third-party business.
Although FirstBank did not assess the fee in question and is under no obligation to do so, as a courtesy to Mr. [redacted], FirstBank will be reimbursing him the $25 he was charged by the third-party business.
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
The First Bank response is not accurate. They state that "FirstBank requested that he leave a balance in his checking account to cover any outstanding checks that he had written so that they may be paid" This is untrue. First Bank checked my accounts and told me that I needed to leave a balance to cover unpaid items. The amount was figured and presented to me by First Bank and numerous forms were needed to complete this request. The amount that First Bank told me they were withholding did not cover a second check issued by First Bank 3 days prior through their Bill Pay, thus this check was not covered by the amount that First Bank instructed me to leave in the account. The amount First Bank told me they were going to withhold was not enough to cover the 2 outstanding checks, yet First Bank would not cover the fee incurred when one of the checks First Bank issued prior to the account being closed was returned. When a refund for the overage was requested I was denied by First Bank because I was no longer a customer and there was no reason to do so, as explained by the Branch Manager Tim. I spoke with his boss Lauren, and her boss, V.P. Jennifer. All refused to reimburse me. Filing a complaint with the Revdex.com was the only way I was able to have the charge reimbursed. I will accept First Bank's response if it is updated to reflect a more accurate account of the situation, or if is edited to reflect this statement only:
"Although FirstBank did not assess the fee in question and is under no obligation to do so, as a courtesy to Mr. [redacted], FirstBank will be reimbursing him the $25 he was charged by the third-party business."
and the first 2 paragraphs of their response are deleted as it is unnecessary and petty.
Final Business Response /[redacted]/
Although FirstBank did not assess the fee in question and is under no obligation to do so, as a courtesy to Mr. [redacted], FirstBank will be reimbursing him the $25 he was charged by the third-party business.
Final Consumer Response /[redacted]/
(The consumer indicated he/she ACCEPTED the response from the business.)

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 Mr. Watkins with a refund in the amount of $35; a $10 refund of FirstBank's annual debit card fee and $25 for the credit received from autotrader.com.  At this time we consider the matter with Mr. [redacted] to be closed.

On August 28, 2017, [redacted] completed an online application to open an account with FirstBank.  The application was reviewed by the bank.  An email was sent to [redacted] stating that he needed to visit a FirstBank location with identification and an opening deposit to complete the new...

account process.  There was additional correspondence with [redacted] indicating the bank would be able to open the account with the appropriate documentation, but when [redacted] went into a branch to complete the new account process the bank identified they had previously taken a loss on [redacted]’ relationship.  Due to the previous loss FirstBank took on [redacted], the bank has chosen not to open a new account.  The branch tried to contact [redacted] to discuss the situation, but was unable to reach him.  At this time the bank considers this matter closed.

FirstBank closed Mr. [redacted]' account because he did not handle it in a satisfactory manner. Additionally, Mr. [redacted] was verbally abusive to FirstBank employees on multiple occasions. 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. FirstBank sent Mr. [redacted] a cashier's check for $35 on December 10, 2015; this amount includes a $10 refund of FirstBank's annual debit card fee and the $25 credit Mr. [redacted] received from autotrader.com referenced in his complaint.