Complaints

This profile includes complaints for First Mid Bank & Trust's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  First Mid Bank & Trust

  1515 Charleston Ave Mattoon, IL 61938-3932

• 

  First Mid Bank & Trust

  111 E 4th St Alton, IL 62002-6241

• 

  First Mid Bank & Trust

  249 W Springfield Rd Arcola, IL 61910-1202

• 

  First Mid Bank & Trust

  915 W Main St Carbondale, IL 62901-2330

• 

  First Mid Bank & Trust

  300 S Division St Carterville, IL 62918-1435

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wrote a check (Check # **** from First ******** and Trust) to renew my license plates on my 2011 **** Ranger. Yesterday, I received a letter from the state telling me that my check was returned and that I would owe an additional $25 dollar fee or mu license would be revoked in 30 days. I contacted First ******** and Trust **************** and spoke with Mek ****** and was told that there was no attempt by the state to cash or return my check and they would open an investigation. This morning I called the Secretary of State and spoke to **** in the *************************** He informed me that First Mid was lying and he had the check and it was rejected by First Mid. Today, the local First Mid branch contacted me and told me that they had inadvertently rejected the check, but would pay the $25 reject fee to the state. For me, this is not good enough. They need to square this with the state without me being involved. I had a kidney transplant last year and the stress of this is adversely affecting my health. They need to fix it without me. I have already taken time off of work for this, so it is costing me additional money. ************************ (my employer) gets $250/hour for my time.

  Business Response

  Date: 01/02/2025

  December 31, 2024
  
  
  Better Business Bureau
  ***************************
  ***********************
  
  RE:Complaint #******** **** ***********
  
  Thank you for the opportunity to assist Mr. *********** with his complaint filed with the Better Business Bureau regarding his deposit account.  
  
  A review of the check mentioned in Mr. ************ complaint shows that the check was processed incorrectly by the ************************, ****************************. **************************** entered the micra number on the check incorrectly, and as such, when it was presented to First ******** & Trust for payment, it was declined.
  
  A review of the phone conversation with the *********************** team member on December 9, 2024, indicates that this was indicated to him as a potential cause for the declined payment of the check, and that a team member would reach out to him with more information and updates.
  
  Although this was not First ******** & Trusts error, as a courtesy, on December *******, the requested $25.00 was deposited to his account.
  
  On December 20, 2024, a Regional Deposit Manager contacted Mr. *********** to discuss his continued dissatisfaction with both the resolution and his interactions with customer service members.  She reiterated that the error was not committed by ************* and Trust but by **********************.  We appreciate Mr. *********** bringing this matter to the Banks attention and team members will be coached for improving customer service.
  
  ******************** ******** & Trust followed all banking regulations regarding this matter.
  
  Sincerely,
  
  Director of Regulatory Compliance
  First ******** & Trust
  

  Customer Answer

  Date: 01/03/2025

  Complaint: 22667275
  
  I have reviewed the business' response and am rejecting it because: I had to take time off of work to resolve the issue. It has cost me both time and money.
  
  
  
  Sincerely,
  
  **** ***********

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First Mid Bank & Trust took over for all ********* ***** in my local area. I have a mortgage, checking and savings account with ********* ****.
  
  I submitted a partial payment to my ******** on the morning of December 1st 2023, around 7-8am of $600. It took me until now to finally be able to log into my "new" First Mid Bank & Trust ******** account, because this takeover has been such a mess transition.
  
  Come to find out after going to First Mid Bank & Trust local branch, they have no record or anything of my $600 payment, because on the the day they officially did the transition from ********* **** to First Mid Bank & Trust was on 12/1/2023, same day I made my payment. Apparently there weren't actually ready for us to use or bank/money?
  
  Then they told me to file a dispute with my bank I used to send the payment, which is US Bank.
  After going to US Bank and explaining everything, they did file a dispute. But told me they don't know how good of a chance I have in getting that back through US bank.
  And that makes sense... US Bank sent money to ********* ****(now First Mid Bank & Trust), and ********* **** took/accepted to money out of my account. So why should it be my US Banks fault to figure this out.
  
  This whole transition has been an embarrassing mess and seems very unprofessional and unorganized. I know many people who had/have ********* **** and now First Mid Bank & Trust and mirror everything I saw and feel. It is horrible what they have done and the lack of information and support for us.
  
  I would leave this bank if I had a choice, but that is not an options being my ******** is through them.
  
  I just want my money back/back to go towards my mortgage.
  
  $600 is nothing to a bank, $600 is alot to me and my family especially around the Holiday times.
  
  (also my local greater Rockford IL branches are not shown on this BBB, so I just had to pick a branch)

  Business Response

  Date: 12/29/2023

  December
  29, 2023
  
  
  Better
  Business Bureau
  *** ** ********* ***** ****
  St
  *****, MO 63102
  
  RE:
  Complaint #******** – ****** *****
  
  Thank
  you for the opportunity to assist Mr. ***** with his complaint filed with the Better
  Business Bureau regarding his ******** payment.
  
  First Mid
  Bank & Trust communicated with customers throughout the acquisition of
  Black Hawk Bank. Communication efforts were voluminous with mailings through
  the United States Post Office, email communications, in-person communication of
  team members in the branches, and communication through the Bank’s Customer
  Service Center.  A sampling of those
  communications regarding general announcements of the merger and specific
  announcements regarding consumer mortgages are listed below.
  
  09/11/23 –
  Mailing of the welcome letter from the First Mid CEO notifying customers they
  will receive important information.
  09/19/23 –
  An email notification that communication is on the way.
  10/23/23 –
  An email notification to watch for the welcome packet.
  10/27/23 –
  Mailing of the welcome packet to customers which included changes they could
  expect through the merger.
  11/03/23
  – Email notification with important information regarding customers mortgages
  which included information regarding automatic payments.
  11/16/23
  – ******** Servicing Transfer letter mailed to customers notifying customers of
  the ******** transfer which included information that account information would
  be unavailable from 12/01/23 to 12/08/23, “the blackout period”.
  12/01/23
  - Email notification reminding ******** customers with important information
  which included automatic payments and of the blackout period.
  12/11/23
  – Welcome call was made by First Mid Bank & Trusts ******** servicer,
  *********** ******** Inc.
  
  Communication
  with customers highlighted when and what services would be unavailable, when
  branches would be closed, and information regarding customers mortgages during
  the merger weekend of 12/1/23 to 12/3/23. Team members in the branches
  proactively communicated with and answered all questions from customers.
  
  A
  review of records indicates that Mr. ***** made a payment to his ******** on
  12/1/23.  As was disclosed to Mr. *****
  there would be a blackout period from 12/1/23 to 12/8/23 where account
  information would be unavailable. On 12/13/23 the payment was applied with an
  effective date of 12/1/23.  Records
  further show that on 12/13/23 Mr. ***** made the remainder of the December
  payment, thus satisfying the full payment required and the due date was
  advanced to 1/1/24.  With the December
  payments being made within the grace period outlined in Mr. *****’s loan
  agreement and the Notice of Servicing Transfer Disclosure that were provided,
  no late reporting to the credit reporting agencies would be made on the December
  ******** payment and no late fees were assessed. As First Mid works through the
  merger and transfer process we are working to address issues on a
  customer-by-customer basis and apologize for any inconvenience this has caused
  Mr. *****.
  
  First
  Mid Bank & Trust followed all banking regulations regarding this matter. If
  you have any questions, please feel free to contact me at ************.
  Sincerely,
  
  |s|
  ****** ******
  
  ******
  Martin
  Director
  of Regulatory Compliance
  First
  Mid Bank & Trust
  ********************

• Initial Complaint

  Date:12/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First Mid purchased Blackhawk bank and took over their mortages. They then killed the autopayments customers had set up with Blackhawk bank and sent out false information for how to re-create online banking account. Only through 3 hours and 6 transfers with customer service was I able to get my ******** account re-created with First Mid to pay my ********. There was a 6 day grace period, and customers were not allowed to create online accounts until December 8th, after the due date grace period had run out
  
  This is a scam to get the Blackhawk bank customers with low ******** rates from 2020 and earlier to miss a payment and thus risk penalties.

  Business Response

  Date: 12/28/2023

  December
  28, 2023
  
  
  ****** ******** ******
  *** ** ********* ***** ****
  ** ****** ** *****
  
  RE:
  Complaint #******** – ***** ********
  
  Thank
  you for the opportunity to assist Mr. ******** with his complaint filed with
  the ****** ******** ****** regarding his ******** payment.
  
  First Mid
  Bank & Trust communicated with customers throughout the acquisition of
  Black Hawk Bank. Communication efforts were voluminous with mailings through
  the United States Post Office, email communications, in-person communication of
  team members in the branches, and communication through the Bank’s Customer
  Service Center.  A sampling of those
  communications regarding general announcements of the merger and specific
  announcements regarding consumer ********s are listed below.
  
  09/11/23 –
  Mailing of the welcome letter from the First Mid CEO notifying customers they
  will receive important information.
  09/19/23 –
  An email notification that communication is on the way.
  10/23/23 –
  An email notification to watch for the welcome packet.
  10/27/23 –
  Mailing of the welcome packet to customers which ***luded changes they could
  expect through the merger.
  11/03/23
  – Email notification with important information regarding customers ********s
  which ***luded information regarding automatic payments.
  11/16/23
  – ******** Servicing Transfer letter mailed to customers notifying customers of
  the ******** transfer which ***luded information that account information would
  be unavailable from 12/01/23 to 12/08/23, “the blackout period”.
  12/01/23
  - Email notification reminding ******** customers with important information
  which ***luded automatic payments and of the blackout period.
  12/11/23
  – Welcome call was made by First Mid Bank & Trusts ******** servicer,
  *********** ******** ***.
  
  Communication
  with customers highlighted when and what services would be unavailable, when
  branches would be closed, and information regarding customers ********s during
  the merger weekend of 12/1/23 to 12/3/23. Team members in the branches
  proactively communicated with and answered all questions from customers.
  
  A
  review of records indicates that Mr. ******** made his ******** payment within
  the grace period outlined on Mr. ********’s loan agreement and the Notice of
  Servicing Transfer Disclosure that were provided and as such, no late reporting
  to the credit reporting agencies would be made on the payment made 12/08/23. As
  First Mid works through the merger and transfer process we are working to
  address issues on a customer-by-customer basis and apologize for any
  ***onvenience this has caused Mr. ********.
  
  First
  Mid Bank & Trust followed all banking regulations regarding this matter. If
  you have any questions, please feel free to contact me at ************.
  
  S***erely,
  
  |s|
  ****** ******
  
  ******
  ******
  Director
  of Regulatory Compliance
  First
  Mid Bank & Trust
  ********************
  

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My business check was stolen from the local post office and altered and cashed by an individual at First Mid without checking proper credentials. After notifying the bank, they are refusing to cover my loss. As an FDIC insured facility, they should have acted on this immediately.

  ***** *** **** * *****
  *** * ****** **
  ********* *** *****
  ************

  Business Response

  Date: 06/21/2023

  June
  21, 2023
  
  
  Better
  Business Bureau
  *** ** ********* ***** ****
  ** ****** ** *****
  
  RE:
  Complaint #******** – ***** ****
  
  Thank
  you for the opportunity to assist Ms. **** with her complaint filed with the Better
  Business Bureau regarding a stolen and altered check.
  
  The
  stolen and altered check that Ms. **** indicates in her complaint was negotiated
  and deposited into an account at Bank of America, not cashed at a First Mid
  Bank & Trust location as she indicates. When Ms. **** made First Mid Bank
  & Trust aware of the issue, the Bank’s Fraud Department worked with Ms.
  **** to recover her funds, however Bank of America responded that there were no
  funds to recover. 
  
  First
  Mid Bank & Trust followed all banking regulations regarding this matter. If
  you have any questions, please feel free to contact me at ###-###-####.
  
  Sincerely,
  
  *** ****** ******
  
  ****** ******
  ******** ** ********** **********
  ***** *** **** * *****
  ********************