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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
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The company does not permit me to close the credit card. Company is unable to provide 1. reliable contacts who know how the company operates 2. enable closing this card or 3. update information or permit online access to my account and receive benefits and points. Ongoing, long standing issues to update personal information.
Business response
07/02/2024
First Command Bank spoke to the client. We were able to correct some inconsistencies with the customer's information on file which had caused verification and access issues on their account, offer an opportunity to redeem their credit card points before closing their card, and ultimately close the customer's card, as requested. We have addressed all this customer's outstanding concerns and are glad we were able to serve this client in a timely manner.Initial Complaint
10/16/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
We recently closed some of our accounts with First Command and were charged fees on our account that we did not agree to. We were charged $99.94 twice as well as $89.53 totaling $289.41. We are requesting that First Command reimburse the fees to us via check for the total $289.41.Business response
10/30/2023
Within 24 hours of being notified of this experience from the BBB, First Command called and spoke to the client. We were able to explain the fee schedule was provided with the account applications when the accounts were opened. We agreed to reimburse the fees to the client as a good faith gesture and have addressed all his outstanding concerns. The client was satisfied with our response and stated that they would try and recall the complaint with the BBB. Leadership has also reviewed the actions leading up to this feedback and will be using this as an opportunity to enhance our training in the explanation of fees.Initial Complaint
06/21/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have been banking with First Command for years. Last month I switched to a new checking account with a different company. I thought I had switched over all my payment accounts, but I had not. I was charged over $500 in late fees and even though I had a negative balance, they continue to allow transactions to go through (each time a transaction tried to go through and was denied I was charged $29). I recently called to discuss this matter with First Command and asked that a stop payment was put on the account. They said that was not possible and when I asked again, they said it would be $20 per account to put a stop hold on. For a company that "prides" itself on helping members have financial literacy, this is absurd.Business response
07/03/2023
Within 24 hours of being notified of this experience from the BBB, First Command Bank called and spoke to the client. We were able to issue a stop payment with a third-party vendor and refund 100% of the fees that were created and addressed all outstanding client concerns. The client was satisfied with our response and stated that they would try and recall the complaint with the BBB and have re-engaged with our products and services. Leadership has also reviewed the actions leading up to this feedback and will be using this as an opportunity to enhance our training and onboarding process to ensure we maintain the world-class service that our clients have expected and enjoyed.Customer response
07/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. First Command Bank contacted me before they knew of the complaint to resolved the issue as they were unaware this is how the situation was handled. I am very satisfied regarding First Command's actions.
Regards,
Victoria BunkInitial Complaint
08/01/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company is continously reporting erroneous, derogatory information about me which is killing my credit & my Professional image. I have requested for any proof of their claim but I was not able to receive any therefor this account needs to be deleted from my credit file.Business response
08/17/2022
First Command Bank responded to the client directly on June 23, 2022 and included a copy of all supporting loan documents.
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.