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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/23/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
MY MOTHER PASSED AWAY *********************************** AND THE **** HAS FAILED TO RELEASE HER FUNDS. I HAVESUBMITTED A POLICE REPORT, THE WILL, AND THE ADMINSTRATOR OF HER ESTATE DOCUMENTS AND STILL NO RESPONSE.Business response
06/02/2023
June 2, 2023
*******************************
PO Box 2730
******, ** 60426
Dear **************,
We are contacting you in response to the Better Business Bureau (BBB) complaint we received on May 25,2023. First Merchants Bank strives to be the most responsive, knowledgeable and high-performing financial organization for consumers and our clients. We have investigated this situation and respond as follows.
The account you are requesting funds be released from is a joint account. While we are very sorry for the loss of you mother, funds cannot be released to you when there is a remaining active account holder. Our records indicate that this information has been relayed to you on more than one occasion, including 2/16/23, 2/17/23, 2/24/23, 4/19/23, 5/2/23 and 5/5/23, and from multiple First Merchants branches.
If you need anything else, please let me know. Thank you for your time in reading this response.
Sincerely,
*************************************************
Compliance Officer ********************Initial Complaint
02/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
First Merchants Bank has failed to apply our money to our two mortgages which have resulted in multiple trips to the Grandview branch and multiple phone calls. All in all 5-8 hours out of my day. My husband and I reached out to the president of the bank, *************************, and requested a meeting, and no callback or email. They have cashed the funds in question and we continue to get harassing calls from their collection department. We are seeking all interest to be waived on both properties for the month of January for the extreme lack of customer service and time spent away from work trying to remedy. I am in a commission-based sales role and it has taken time out of my productivity. At this point, we will not accept anything less than what is requested for a resolution. The location is in ******** **** at the Grandview Ave Branch. I couldn't get that apply. Thanks for your help.Business response
03/03/2023
Please see attached response letter and supporting documentation. Thank you.Customer response
03/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I read the response from First Merchants and it is not as simple as my escrow account went up and I had to catch up on payments. I didn't catch that my payment would go up until January from the increased taxes so I went into the bank and asked them what I needed to pay to make up the difference. I told ******* (the banker) that I would like to pay the escrow amount in full so I could keep my payment the same on both properties. I wrote a ***** check that she said would pay off the extra escrow amount and I would be caught up. I continued to make my January and February payment as usually and I keep receiving letters in the mail saying I haven't paid my mortgage. Chase bank automatically sends the payment. They have received payments every month. Keep in mind I am getting several calls from collections at this point. Someone from First Merchants calls me at the end of January and said I owe another $316 dollars and that would catch me up. I made that payment over the phone. February rolls around and I still continue to get letters in the mail saying I have not paid my mortgages. I finally get the president of the bank on the phone (********). This was last week. She did not have a resolution for me. All she said is that when I paid the extra 3K, someone did not apply it the correct way so it just sat there. I have been in the bank 3 times to try and resolve this. I have talked with customer service 3 times on the phone not to mention about 4 other phone calls with **** and ******** telling me they will have a solution. I work 60 hours a week. I have 4 mortgages and we do not miss payments. I am proactively trying to resolve this issue and I am getting no where. This has been going on since mid December. At this point I consider this harassment. I get a couple letters in the mail about every 3 days from First Merchants telling me I have a right to an attorney since I cannot make my mortgage. How is this affecting my credit? Their lack of integrity and accountability is directly affecting me and my time. I don't understand how a bank and it's employees can be so incompetent. I need someone to correct this now and explain to me the extra amounts I have paid and where they have been applied. I have never been given the run around as terrible as this business. I originally went with First Merchants for my two mortgages because I wanted to use someone local and I wanted to be able to work with someone in person. Sounds like First Merchants has sold their customer service to a third party and that is why no one is intelligent enough to find a solution for me. PLEASE HANDLE THIS ASAP! We are getting our attorney involved.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*******************Business response
03/20/2023
Please see attached response and supporting documentation. Thank you.Initial Complaint
01/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am officially a disgruntled customer! Good evening, my name is *********************. I've had my account that I opened online for o little over a year. I'm Having EXTREME trouble logging into gain access to my online banking. Due to the fact that I NO LONGER HAVE ACCESS to the previous phone number, and I also need a new debit card due to DAMAGE. was told by an over the phone representative of first merchant's bank that I needed to provide my ID#.... the I.D NUMBER DIDNT MATCH THE ONE FIRST MERCHANTS HAD ON FILE and that I should visit the nearest branch to handle this matter. Upon visiting the local branch Located in *************, **. I sat down and explained my situation to the teller. She immediately informed me that there "might" be a problem with my account. She stated that there was some type of "note" on my account stating that back in November a deposit I'd made appeared to be "altered". Not only that but it was a Friday so the person she needed to Reach regarding the matter had left the office already and would not be available until Monday. EXTREME INCONVENIENCE to say the least. And to add insult to injury they wouldn't allow me to withdraw more than $20!I work a very lengthy schedule. And for me it's nearly IMPOSSIBLE to catch the right time to return to the nearest branch which is *************.I have to continue on Elsewhere at this point....But I can't resolve the account without Verifying... Please help me for this is unreasonable and a super inconvenience !! ************ *********************** ******* Removal and Cleaning LLCBusiness response
02/17/2023
Please see attached response letter.Initial Complaint
12/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Thursday, I called and had my card taken off a bill that was to come out. So Friday they assured me it wouldnt come out , so I didnt even check. But I am supposed to get texts now when my bank is under 5$ and never got that text. I didnt notice it until Tuesday, its Christmas time, and I have been a customer for 8 + years. Im not saying it was the banks fault but the fact that they cant help me with 30$ in fees after Ive tried to get it taken care of and paid over 130$ now in just fees, simply bc they said I had too many already refunded. But they refunded those based on bank error of an atm not working and kept my money from me for ten days so they said they would help with any fees up to that amount. Now Im being punished because of it when I need the help. I explained everything I could to the guy at the bank and he said he only ever refunds an overdraft fee for a bank error but customer service told me the bank manager has the option and authority to do so. Whom I spoke with. Not to mention i called and left messages with a teller to be called back for three separate days and no one ever got back with me every time. They are charging outrageous amounts in fees and I only asked for help with 30$ I paid everything else. Its Christmas and I have been a loyal customer even when the bank has screwed me several times before. If you cant help with 30$ then I must not be very important to the bank and I will go with chime or other banks that dont steal money from the poor.Business response
01/06/2023
January 6, 2023
Better Business Bureau
ATTN: Ms. ************************** Dispute Resolution Specialist
2601 *************************************************
************, ** *****
Dear **************,
We are contacting you in response to the complaint we received on December 29, 2022, that was submitted by *********************************** (18652611). First Merchants Bank strives to be the most responsive, knowledgeable, and high performing financial organization for our clients and consumers. We have investigated this situation and respond as follows.
******************** authorized various transactions from December 16 to December 23 of 2022, which resulted in a negative balance. Although deposits were made,there were not enough funds to bring the account positive. As a result of Ms. ********* communication,************************* of First Merchants contacted ******************** to provide instruction on setting alerts and other tips to avoid incurring fees. As part of that discussion, ************** agreed to provide a courtesy refund of the fee incurred due to the December 23 transaction as well as 4 - $8 non-sufficient fund fees for a total of $69.00 in courtesy fee waivers.
Please understand that while bank management has discretion to waive fees in certain situations, this represents an exception to bank policy and the account agreement. Fee waivers are not meant to be a standard practice and are never guaranteed. It is the customers responsibility to ensure that he or she manages finances appropriately in order to cover transactions, as well as any fees incurred due to legitimate overdrafts. As mentioned above and discussed with ********************,the bank offers services which may help to decrease the occurrence of overdrafts and associated fees. We encourage ******************** to consider utilizing those services in the future to help manage her account.Customer response
01/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
***********************************
Initial Complaint
11/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am a new mother and I just got a new house. Ive been in for a year now. I have a mortgage with First Merchants Bank who Ive made a payment to on time every single month and I wanted to buy a new vehicle so I checked my credit score and it dropped 120 points due to my escrow going up that I did not get a call about and I was told that its my fault that I need to check my mail from ********************* the loan officer that has help me I think its very unfair to talk to me that way . I check my mail just as every other person does and do not go through every single piece of mail when most of it is junk from the bank talking about rates. Working at a bank myself I know that we make exceptions for customers if its understandable and if its within reason. I made one small mistake and I excepted the mistake and told them it was my fault that I missed $9.11 and I paid it back immediately. I have made every single payment on time with the bank and I didnt realize my escrow went up and because of the small mistake all of my hard work building my credit throughout my life went down the drain because First Merchants Bank would not help a good standing customer out. Ive had two mortgages with **************** they didnt take that into consideration nor did they not take in consideration that Ive been on time every single payment nor did they take into consideration that their mortgage representative was not nice at all on the phone. I am very dis satisfied with this bank and the loan department.Business response
11/21/2022
Please see attached.Initial Complaint
10/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went to an un manned atm downtown *************** ******* , I tried to get money out of the atm there. The atm kept messing up , opening and closing, finally it just popped open , I heard money being counted or whatever, and then it just printed a receipt that said transaction not completed. Well then I go to another atm to get the money , and it was taken out of the account anyways. No one cares, and have told me that it will be ten business days to get my money refunded after filing a dispute and everything. With technology the way it is today, I dont understand how they can make you wait ten business days for something like this. It s rediculous and theh should come up with a better way of helpin GB people that did nothing wrong . This was all the money I had for the week. But if I have 2$ overdraft ** they charge me 37 plus 8$ each day after that. Now I have an overdraft because I dont have the money for it, and they will still charge ME. Wheres MY interest from you stealing my money for ten business days? It should have went right back on my card theres no reason it shouldnt.Business response
11/07/2022
Please see attached.Initial Complaint
09/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hi I went to the first time homebuyers program and I require my certificate and I start working with ******************************* in June 2022 I filled out the paperwork me and my dad and we received a pre-approval notice went out looking for houses I found a few houses never once was I told that it had to be in a certain census track for me to qualify ,that was the first strike,so finally I found a house that I like I went back to ******** and she approved the house. That qualify for the program I would get the down payment assistance. I went through had the appraisal done every piece of information that she asked for for me and my dad provided her in a timely matter, she told me that I was scheduled to close August 29 of 22 her communication is horrible. I was calling and texting her and nothing happened I went through acquiring quotes for insurance as she instructed she told me that I was closing so I went to my landlord and gave my 30 day notice. I am due to be out of my house by September 15, 2022 .I gave her all the forms she asked for, as she was preparing my file for underwriting me filing chapter 7 in 2007 and 2015 became a issue,which both were dismiss and both occur because of circumstances which I had no control over one, being that I was diagnosed with multiple sclerosis and didnt have health insurance and my bills were piling up ,she had me to write a letter explaining that to get to the underwriter in my file, she said it was perfect then as I was waiting on a final decision from her about the letter she said out of her own MOUTH they went back and found a bankruptcy case from 2021 which was over 20 years ago I WOULD HAVE BEEN APPROVED with the 2 cases, as I explain to her I never went through with that case because I did not want to work with the particular lawyer. I wrote a letter about that Still have not heard from her in over a week and I am due to be out of my house within seven days if my landlord does not Agree to extend my lease I explain to herBusiness response
09/22/2022
Dear **************,
Enclosed please find First Merchants Banks response to Complaint ******** for ****************************** Please let me know if you need anything else on this. Thank you.
Sincerely,
Alyssa *****
Compliance Officer
Initial Complaint
08/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I got scammed by a man fixing my AC unit and after I saw this I wanted to stop payment on my debit which is backed by MasterCard..I went Monday first thing and they said nope..I filed a investigation report with papers saying he didn't finish work but took full amount..so now bank says they see nothing wrong and storm ac sent statement to them saying work was done in full!!..I gave them pics and paperwork from ***** stating the opposite...now I find out they couldn't read the paperwork he gv me and nobody contacted me..now bank has taken money back out of my account and says file small claim...this bank is suppose to protect me!!.nobody called me at all..payment should have been stopped..I'm contacting channel 6 news on all of this..I tried to cancel work with storm ac and he said no..I'm disabled and feel like I'm being scammed all over again!!...this bank is not protecting it's customers at all..this took 3 months..again nobody called me..or asked to see paperwork again from company!!!...I will go to another bank...this bank is the worst..Business response
08/18/2022
Please see attached.Customer response
08/18/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response 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.]
I gave all pictures to first merchant showing company never cleaned unit or did complete the job!!...i showed them the paper work where he States he didn't continue the job..company..company sent bank what he quoted and how much it would cost in total of work..that paper was NOT what he did..I asked him to put that on the paper but didn't.. nobody called me on my complaint and it took me three times to get paper work on their decision..this man has scammed tons of people and I have witness to unit being dirty and he didn't clean this!!..animal was a cat that scared him and this was a excuse he used to not finish job and took my savings!!...bank never contacted me on this matter and after I callex tons of times..they never looked into this at all..they asked company to send over paper and he sent over. Quote that he gave me and they accepted this!!..they could have stopped payment since my card is backed up by MasterCard and didn't!!..they don't look after their customers at all..now I have to call channel 6 and go file in court...this bank is terrible!!...they should have called me since I gave them all proof I was scammed..no call back..
Regards,
*****************************Initial Complaint
08/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
incedent #1 I had made a deposit of ****. dollors via square electronic deposit, funds were shown to be avilable later that day. I transfered some money from one account at first merchant to another at first merchant. I then withdrew a small amount. two days later i find that the bank had reversed my transfer, charged me mutiple overdraft fees and transfer fee. I went to bank talked to management they explained that electronic money isnt avilable same day. however account balance was positive and avilable as well as atm despenced money to me. they fixed some of the problem at the time but didnt refund all my fees.Incedent #2 I had enterd the bank to deposit some funds for atomatic withdraws that came tru on a monthly basis and was informed that my account was in the negative, 2 charges i was told, i deposited that amount and some to cover auto withdraws and was totally in the positive. two days later i recieved overdraft notices again. i go into the bank again to see what had happend, I was told buy managment that there was some policy changes and i shoud have been notifed. Should is not good enough, i simply was not aware. Nor was i aware that there wer additional overdraft fees. in just a short few days. I asked if we cold resolve the overdraft fees she said the had already excused previous fees so they would not these, even tho there system is the one that caused *********** and transfers to go bad in the first place. i tried to explain i cant put money in faster than they charge me in overdrafts and late fees days later i got the covid. now my overdraft and late fees are nearly ****** Absolutely 0 of that was principal payout. all bank implied fees. ive recently tryed again to negotiate the most they would do is lower it buy 100 dollars.. intrestingly enough when you use online banking it notifys you of all transactions except ther implied overdrafts.Business response
08/12/2022
Please see attached.Initial Complaint
06/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a dispute with **** a stop payment in to I can get it work out on may 15 2022 **** said going to send ******* in three days in a text message I called **** they said send it First Merchants Bank took it out of my account said don't look to see where it went because the debt card end in ****Business response
07/20/2022
Please see attached.
Customer response
07/20/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response 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, no master card ending in ****. ATT SENT 2350.00
*****************************Business response
07/20/2022
Dear **************,
I hope this email finds you well. I am contacting you regarding the ***************************** complaint mentioned above. I see ************************ does not feel the response answered his concern. Unfortunately, his response restating the $2350 did not provide enough information for any additional research to be conducted. Can you ask him to please contact AT&T to get the following information below? If he can get this information from AT&T, I can have the bank staff do a targeted search of the records to search for this payment. Thank you for your assistance in this matter.
Date payment sent:
Transaction number/reference number/tracer number of payment:
Account number payment was sent to:
Sincerely,
Alyssa Block
Compliance Officer
Helping you prosper
1275 *****************
*********, ** 46142Office ************
MOBILE *****************************************************************
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