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First Merchants BankThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for First Merchants Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 32 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:05/23/2025
Type:Service or Repair IssuesStatus: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 applied for First Merchants Bank Mortgage loss mitigation application in order to keep my home. After supplying all required documentation, I received an approval letter. Two days later a gentleman knocked on my door and asked if I knew I was in foreclosure. I called First Merchants Bank the very next morning only to be told that an Auction was to take place Feb 28. An hour later their attorney called and was unsure why he was asked to call me. He told me to file Chapter 13 bankruptcy to stop the foreclosure process. I reluctantly put the property on the market and was in contract quickly. Unfortunately the ************* I was working with said they had tried to get in contact with First Merchants Bank Mortgage with no responses whatsoever for the payoff amount. Closing was to be Wednesday May 21, 2025. But after fees I would only receive $2000 after sale. I worked so hard to purchase a property to leave a legacy for my kids only to be bamboozled by this company. Im scared that Im going to be homeless with a defiled credit report. Of all the mortgage companies I couldve worked with how did this HAPPEN???? There is a whole lot more to this situation. I WANT TO KEEP MY HOME. I just want them to honor the application.Business Response
Date: 05/30/2025
Please find the attached response letter.Initial Complaint
Date:05/14/2025
Type:Product IssuesStatus:ResolvedMore 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.
This company is a nother source of the scam that was initiated by a previous chain of four different companies that I applied to for a mortgage. I am doing what is needed to get my ******* money refunded by reporting them all.Business Response
Date: 05/16/2025
May 16, 2025
**** ******
***********************************************************************************
Dear **** ******:
We are contacting you in response to the Better Business Bureau (BBB)complaint you submitted on May 14, 2025. First Merchants Bank (the Bank)strives to be the most responsive, knowledgeable, and high-performing financial organization for consumers and our clients. We have investigated your complaint and respond as follows.
Upon further review, I found that your loan was declined due to multiple bankruptcies.
Regarding your ******* money deposit (***), please note that the *** is held by either your Realtor or the ************** not First Merchants Bank. If youre requesting a refund, I recommend contacting them directly to discuss the next steps.
We apologize for the frustration you may have experienced. We thank you for bringing it to our attention and giving us the opportunity to respond to your complaint. We trust this response has resolved your concern.
Sincerely,
**** P. *****
Senior Compliance Manager
First Merchants BankCustomer Answer
Date: 05/19/2025
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
Date:05/02/2025
Type:Billing IssuesStatus: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 opened a second bank account last year, with first merchants bank in **********, *******. I had applied for a mortgage loan through first merchants, last week. I recieved a call today from **** ******. **** proceeded to tell me my credit score. The credit score differed from the score i saw on the first merchants website. I asked him if the credit score on the website is inaccurate. **** told me that there are three credit scores, and that I obviously wouldn't know anything about them. I asked him to clarify what he said. He clarified that he said that exactly. That was the end of the call. It was a terrible experience. Very insulting. I will be closing my account with ******************************************* immediately. Lost a customer ****. Thanks.Business Response
Date: 05/08/2025
May 08, 2025
Dear ******* *********:
We are contacting you in response to the Better Business Bureau (BBB)complaint you submitted on May 05, 2025. First Merchants Bank (the Bank)strives to be the most responsive, knowledgeable, and high-performing financial organization for consumers and our clients. We have investigated your complaint and respond as follows.
Upon further review, we found that during your call, **** explained that the mortgage applications require a Tri-Merged application which means we pull credit scores from all three major credit bureaus. From this report, we use the middle score as part of our evaluation *********** your case, the merged report revealed a middle score that unfortunately did not meet our current approval requirements.
Additionally, our online credit score tool provides only a ********** score which is stated underneath the score. As clearly stated on our website, this score is intended to be used solely as a guide to help you understand some of the key factors that may impact your credit. It is not used for actual loan approval decisions. Our website includes a disclaimer stating:
The credit score provided is intended to help you understand the factors that affect your credit score, and ways you may be able to improve your credit. We are here to help you with First Merchants Bank loan products that may fit your financial needs, but please understand that the credit score displayed here is not used for loan approval purposes, or for determining loan rates. Loan rates and approvals are based on information provided to the bank when you apply for a loan. The credit score found in the credit report may be different than the credit score you see here. The offers presented are not offers to lend. Terms and conditions and offers are subject to change at any time.
We apologize for the frustration you may have experienced. We thank you for bringing it to our attention and giving us the opportunity to respond to your complaint. We trust this response has resolved your concern.Sincerely,
**** P. *****
Senior Compliance Manager
First Merchants BankInitial Complaint
Date:04/21/2025
Type:Sales and Advertising IssuesStatus: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 tried getting through security and no one was able to assist me with the issue. I had to clear my pockets, take my belt off take shoes off Im doing all this to make a deposit..they seem to be helpless and they werent able to offer me a solutionBusiness Response
Date: 04/24/2025
Dear ****** ********:
We are contacting you in response to the Better Business Bureau (BBB)complaint we received on April 22, 2025. First Merchants Bank strives to be the most responsive, knowledgeable,and high-performing financial organization for consumers and our clients. We have investigated your complaint and respond as follows.
Upon further review, we have verified with our physical security officers that our metal detectors vestibule is functioning correctly and according to safety protocols. Please know that it is standard policy that any metal items which activate our metal detectors must be removed prior to entering the facility. If you are unwilling or unable to remove the item, we are more than happy to provide service from our drive through. This practice is in place to ensure the safety of all customers and staff within our premises.
Our security personnel and employees are specifically trained to assist individuals who may have difficulty getting through the metal detectors and we strive to make this process as smooth and respectful as possible.
We apologize for the frustration you may have experienced. We thank you for bringing it to our attention and giving us the opportunity to respond to your complaint. We trust this response has resolved your concern.
Sincerely,
**** *****
Senior Compliance Manager
First Merchants BankInitial Complaint
Date:04/15/2025
Type:Billing IssuesStatus: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.
This bank charged my small business a service fee that was $322. Each month it is charging ATM businesses $322 to keep an account open with them. As a small business owner, two months worth of service fees is half a years profit from one machine. Most banks on the region charge less than a $25 service fee to keep an atm business account. Meaning their fees are more than 10x the other banks in the region. I was with this bank for two years before they snuck this charge onto my account for the last two months. I feel like they are targeting small atm businesses and forcing them to either close or give them enough issues they have to leave the region.I would prefer an organization such as the BBB convince this bank not to take advantage of other small business owners. Getting my money back would just be a bonusBusiness Response
Date: 04/18/2025
Dear **** ******:
We are contacting you in response to the Better Business Bureau (BBB)complaint we received on April 16, 2025. First Merchants Bank strives to be the most responsive, knowledgeable,and high-performing financial organization for consumers and our clients. We have investigated your complaint and respond as follows.
Upon further review of your account, we would like to confirm that a notice letter was sent to you on or around January 13, 2025, regarding the upcoming fee change. This letter clearly outlined that the new rate would take effect in February 2025, and the associated fee would begin appearing on your March statement. For your reference, a copy of the notice has been attached.
Given the advance notice provided, the fee is considered valid,and no refunds will be issued.
If you have any questions or need further assistance, please dont hesitate to contact your ******************* Officer or our Business Solutions Team at **************.
We thank you for bringing it to our attention and giving us the opportunity to respond to your complaint. We trust this response has resolved your concern.
Sincerely,
**** *****
Senior Compliance Manager
First Merchants BankInitial Complaint
Date:04/09/2025
Type:Service or Repair IssuesStatus: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.
Filed a complaint in November. Spoke to someone in December about them illegally taking money out of my account for someone elses account. Still has not been resolved nor have I heard from them. They finally stopped taking the fees out of my account but what about all the money you took out for someone else's credit processing account?Business Response
Date: 04/09/2025
Dear ******* ****,
Unfortunately, with the limited details you have provided in your complaint I am not able to research what may or may not have happened. Please resubmit your complaint with the following information: original date of complaint, who you spoke with at First Merchants, what account number was affected, and what channel did you use in your initial complaint.
Once I have this information, I will investigate and respond to your concerns.
Thank you.
Initial Complaint
Date:10/03/2024
Type:Order IssuesStatus: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.
This lender (First Merchants Bank) was supposed to close on my house September 20th 2024 but the closing has been moved to September 27 2024 then it was moved to October 1 2024 then October 3 2024 and now the date is being moved yet again. They do not respond to any phone calls or emails on why they are not completing the job. A pre-approval was done in August 2024. The loan originator is *** ****** and **** ******* is the loan processor. I have gone into significant debt constantly waiting and the transaction is a stake to no longer go through because of this.Business Response
Date: 10/15/2024
October 15, 2024
Dear ****** *******:
We are contacting you in response to the Better Business Bureau (BBB) complaint we received on October 04, 2024. First Merchants Bank strives to be the most responsive, knowledgeable, and high-performing financial organization for consumers and our clients. We have investigated your complaint and respond as follows.
Due to internal privacy policies and state and federal privacy regulations, we cannot provide details on the delay nor information regarding our client. Your realtor should be able to help answer your questions and address your concerns moving forward.
We thank you for bringing it to our attention and giving us the opportunity to respond to your complaint. We trust this response has resolved your concern.
Sincerely,
**** *****
Compliance Manager
First Merchants BankInitial Complaint
Date:08/28/2024
Type:Billing IssuesStatus: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 had an account closed due to being dormant. in April, I received an email asking why I closed out an account with. ******************. I had no idea the account was closed so the following day I went to the bank to find out what was going on. I was told the account was closed due to being dormant. That same day that I received the email asking me to complete a survey asking why I closed the account out, I received my bank statement with no indication that the account was being closed out. The bank manager, looked into it and said that she could try to stop the account from going to the ******** unclaimed property unit. She was told that it had already been processed two days prior and they could not stop it from going to the state of ********. Ive contacted the unclaimed property area and they have not received any money from the bank. I have left messages with the manager at the bank without a return phone call. I called their corporate number and was transferred to the original bank that the account was opened. I asked why I never received any notices that the account would be closed out , I was informed by the unclaimed property area through the state of ******** that I should have received letters and phone calls leading up to the closing of the account. I asked for documentation showing that it was sent to me and was never provided that information. To sum up what is happening after many calls to the different banks and their corporate headquarters I was told that they would have to put an investigation to see where the money is. This is been going on for the past four months without any resolution according to the state of Michigan, all accounts that have become dormant must be reported by July 1. I feel that this bank has done some unlawful things, and they have not adhered to to bang and government rules about reporting on dormant accounts.Business Response
Date: 09/12/2024
September 12, 2024
**** *****
***************
************************-1074
Dear **** *****:
We are contacting you in response to the Better Business Bureau (BBB) complaint we received on August 29, 2024. First Merchants Bank strives to be the most responsive, knowledgeable, and high-performing financial organization for consumers and our clients. We have investigated your complaint and respond as follows.
According to our records, First Merchants Bank mailed a letter to the address on file for your account on February 16, 2024 advising that a response was required within 30 days or the funds in the account would be remitted to the State of Michigan. Please see a copy of this letter enclosed.
While First Merchants Bank did follow internal policies and procedures, our research found that there was an issue with our third-party escheatment vendors which led to the delay in the State of Michigan receiving your funds. We are further investigating this issue with our vendor so that we can ensure it does not reoccur.
Please accept our apologies for the inconvenience this may have caused you. As of September 10, 2024, a check was mailed to you directly for $41,070.14 which should arrive shortly.
We thank you for bringing this matter to our attention and giving us the opportunity to respond to your complaint. We trust this response has resolved your concern.
Sincerely,
**** *****
Compliance ManagerInitial Complaint
Date:08/19/2024
Type:Product IssuesStatus: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 received a check from a client. The client banks with First Merchants bank. First Merchants refuses to cash the check and demands I deposit it in a business account. They refused to open a business account for me because they "believed I would close it once I resolved the item." I have had to search for another bank to negotiate the matter for me.Business Response
Date: 09/03/2024
September 3, 2024
*********************
******************;
***********, IN 47930
Dear *********************:
We are contacting you in response to the Better Business Bureau (BBB) complaint we received on August 20, 2024. First Merchants Bank strives to be the most responsive, knowledgeable, and high-performing financial organization for consumers and our clients. We have investigated your complaint and respond as follows.
On August 27, 2024, a Market Leader contacted you regarding your complaint and explained to you that we do not cash checks made out to businesses unless you have a business account with ******************************************* to deposit the check into and withdrawal the funds.
Please be assured that your feedback has been taken seriously, and we are committed to improving our services.
We apologize for the experience you encountered, which does not reflect the high standards of customer service we strive to maintain. Should you have any financial needs in the future, please do not hesitate to contact us. We are here to help you and ensure that your experience with us is positive moving forward.
We thank you for bringing it to our attention and giving us the opportunity to respond to your complaint. We trust this response has resolved your concern.
Sincerely,
*******************
Compliance ManagerCustomer Answer
Date: 09/03/2024
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.
This was not merely a matter of me misunderstanding your policies. Your branch manager was very clear in outlining those policies. Though I was frustrated, I asked your branch manager what I needed to do to create the required business account so that I would be able Satisfy your policy's requirements so I could cash the check. Your branch manager made a phone call and then came back and told me that because HE believed that I was merely creating the account so that I could clear the single check and HE believed that I would close the account once the check had been paid that he refused to allow me to create the business account. Not based on anything I said, but based on his suspicions and assumptions. I reiterated this to your representative who called me and they responded with platitudes and assurances that they would investigate the matter. I find your response here inadequate and insulting as you are simply trying to publicly paint me as ignorant and not understanding your policy. When the truth of the matter is that I attempted to satisfy your policy and your branch manager refused me. The purpose of me making this public complaint was to let your customers and potential customers know that when they write checks that there is no assurance that you will honor them. Instead of putting those concerns to rest you Making insinuations that it simply a user error on my part.
Regards,
*********************Business Response
Date: 09/11/2024
September 11, 2024
*********************
******************;
***********, IN 47930
Dear *********************:
We are contacting you in response to the Better Business Bureau (BBB) complaint we received on September 06, 2024. First Merchants Bank strives to be the most responsive, knowledgeable, and high-performing financial organization for consumers and our clients.
Please accept our apologies if our previous response did not appropriately address your concerns. We would like you to know that your feedback was taken seriously and not attributed as an error on your part.
This matter was assigned to our Market Leader, who reached out to you by phone on August 27, 2024 to personally apologize and attend to your concerns. As our Market Leader indicated during the conversation, we deeply regret that your experience did not align with the high standards we strive to maintain. While we are unable to share specific details, please be assured that our Market Leader has investigated and addressed this matter in accordance with our internal procedures. We are committed to ensuring positive client experiences and your feedback will be used towards that end.
We thank you for bringing this matter to our attention and giving us the opportunity to respond to your complaint. Should you have financial needs in the future, please do not hesitate to contact us. We would welcome any additional opportunity to provide you with the attentive and outstanding service that you rightfully expect.
We trust this response has resolved your concern.
Sincerely,
*******************
Compliance ManagerCustomer Answer
Date: 09/12/2024
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.
the problems and expense that were created for me because of this business' refusal to honor their own clients checks left me in a position where I will never do business with them again and I will alter my own business practices to refuse payments made with First Merchants checks. I had to begin a new relationship with a 3rd party, at expense to myself, to solve the problem myself. I do not wish to have First Merchants to receive any credit for "solving" my problem when I had to go to solve it myself.
Regards,
*********************Initial Complaint
Date:07/17/2024
Type:Billing IssuesStatus:ResolvedMore 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.
about 7 months ago i opened a cd at 1st merchants on *********** in ********, in. 1st i opened a cd with about **********. then i decided to open a savings the same time to be able to transfer funds when it came due in 11 months. i asked if any charges to open savings with just ******. i was told no they would be wavied. i was aslo asked for an email. i told the lady that i didnt want to setup anything else at this time with email. i had so many accounts i just didnt want any more and if i had to do that i would go some where else. i was told i didnt have to. so i opened both accounts.3 months later my statement came for 3 months and they charged me 5.00 per month. i called there office and a lady told me that i shouldnt be charged that fee for another reason, i was 63 years old and she would take care of it.3 months go by and my last statement came and shows 5.00 charge for each month again. on 7/ 17 i called and talked to ***** at ********. she says i will charged 5.00 every month unless i open an online account for the savings and that was per her manager.1. i dont want an online acount. 2. i want all my 5.00 charges back for each month, even if i have to close the account numbered *******. i prefer to have savings with no fees. please help with this complaint.Business Response
Date: 07/26/2024
We have researched your concern with the Marker Leader who contacted you on or about July 24, 2024. It was determined that there was a miscommunication on the balance requirements to avoid fees. As a courtesy, we refunded three fees to you while you brought your account to the required minimum balance to avoid any future fees.
We apologize for the frustration you may have experienced.We thank you for bringing it to our attention and giving us the opportunity to respond to your complaint. We trust this response has resolved your concern.Customer Answer
Date: 07/26/2024
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.
The manger that called me was very nice and knew her business. As for some working under her, well. Today there are a lot of people doing a job that are either not trained 100 % or they just dont think of all the tools or alternatives to offer a customer but I will be continue doing business with the bank at least for now.Sincerely ,
*************************
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