Business Profile

Bank

First Merchants Bank

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bank.

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.
12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/11/2024
Type:Billing Issues
Status:
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.
I had a HELOC through ************** and First Merchant took over before I closed on my home and paid it off. I do not live near a First ************* and I never heard from them again, but apparently they never even closed my HELOC even though they didn't have my updated contact information, which is illegal in ********. Then, one day my credit drops by 50 points because my HELOC that has been paid off is in default over a $50 annual bank fee. My credit just dropped another 97 points today. The bank refuses to connect me with a manager. I have no way to pay this bill, no online account, they won't help me at the branch, and nobody will get in assist me. They asked me to email their Market Leader, which I have, but there has been no response outside of an automatic email and an email asking for my phone number.I demand the account to be closed, fees to be waived, and the credit reporting to be rescinded.If I have to take this to small claims court, I will be seeking $250/hour for the time I have spend dealing with this, which so far has been 4 hours now.
Business Response
Date: 07/16/2024
In reviewing this loan and its activity, the client paid enough to satisfy the loan at that time. We are in the process of waiving the outstanding fees and will submit necessary documentation to correct the clients credit bureau issues. This may take up to three months for all three bureaus to reflect the change. We apologize for any inconvenience this has caused you. Thank you for allowing us to address your concerns.
Customer Answer
Date: 07/16/2024
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.
I do request verification that the fee has been waived, the account has been closed, and the credit reporting has been corrected - But I do accept the response so long as the statements are followed through with in a timely manner and evidence provided that my account has been closed so they do not charge another annual fee next year and the same issue happens.

Regards,
*********************
Initial Complaint
Date:06/17/2024
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 can Not log in to check my balance for over a month now. I have left feedback three times, last time was a few days ago , with my email. I dont have time to keep stoppping at my local branch to get log in help, done that twice. I need to be able to check my balance. And their response is , who cares. They can look my account up by my name & address. When I close my account,they dont need to ask for feedback then I also dont appreciate third or advertised mailings, a monthly bank statement is All I need to receive.
Business Response
Date: 07/01/2024
Thank you for notifying us of the issues you are having with your account. I have assigned this complaint to the Market Leader for your account, ***********************. She will be in contact with you to ensure that your account issues are remedied to your satisfaction. We apologize for any inconvenience this situation has caused you. Thank you.
Customer Answer
Date: 07/18/2024
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.

[Provide details of why you are not satisfied with this resolution.]
Quit closing my complaint prematurely. I cant access my own account. I want to know who and when my landlord g in was changed from small letters to capital letters, because it sure as **** wasnt not ME .

Regards,

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

Business Response
Date: 08/01/2024
Thank you for notifying us of the issue you are having with your account. Our Market leader has attempted to contact you several times to assist with your concerns and has been unsuccessful. Customer satisfaction is at the core of our bank; however, without being able to reach you, we are unable to resolve your issue at this time.
If you are still in need of assistance, please contact our ************* team at **************. If your matter has been resolved to your satisfaction, then no action is needed on your end.

Customer Answer
Date: 08/01/2024
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.

[Provide details of why you are not satisfied with this resolution.] The number came from ********* came up as Potential Spam and then I seen **** I think his name is left a message.

Once again, I want to know when and who changed my log in from lower case to Capital letters , and never got an answer. It wasnt me, because I cant log in
I want to know why you waited two weeks after you received the complaint to decide to contact me. You would have had better luck contacting me at the time I filed the complaint, but weeks later when I am busy and dont have time to stop and straighten it out
I Stopped in and spoke with ********** and she said I didnt have a business or personal account . She is suppose to call someone at the bank and call me back Friday. I told her if I didnt answer to try me back, since I dont always have my phone on me. I also told her she wont see me for another two months because I dont have the time to stop in.
i had to stop work early to get a part ,and this is my priority right now. Merchants should have made an effort long ago. I will be moving my money after my season since they didnt care to respond in a timely manner.

Regards,

***************************
Initial Complaint
Date:11/17/2023
Type:Product 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 went to first region bank and opened up a bank account. It was free with direct deposit. They rejected my deposit and never return to charge me $57 which I refuse to pay.
Business Response
Date: 11/24/2023
Please see attached response and statements.
Customer Answer
Date: 11/27/2023
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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

*******************
Initial Complaint
Date:10/25/2023
Type:Service or Repair Issues
Status:
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.
First Merchants Bank shut my card off over a "suspicious" charge. That charge was a reoccurring charge that happens every 3 months and I've been subscribed to that service for years.
Business Response
Date: 11/01/2023
Please see attached response.
Customer Answer
Date: 11/01/2023
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
Date:10/10/2023
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.
Illegaly picked up my vehicle with no behind payments
Business Response
Date: 10/23/2023
Please see attached documents.
Initial Complaint
Date:09/29/2023
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.
Since September 12th, every day I keep receiving paperwork from loss litigation with regard to my mortgage which is paid and current. I call every time I receive paperwork because this is stressful to think that there has been some mistake made and I could possibly lose my home. Every time I call they assure me their records indicate that I am current. I would like the loss litigation mail to stop. I am contacting you because I have not been able to make headway with them about this issue (which should not be so difficult).
Business Response
Date: 10/03/2023
Please see attached file.
Customer Answer
Date: 10/09/2023
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. The reason why is the person who responded is minimizing the amount of letters I have received in the mail. There were 5 letters including one I received in the mail last week! I didn't even open it, I put return to sender and mailed it back to them. I do not want any more mail at all from them!
Regards,

Indya Peoples
Initial Complaint
Date:08/16/2023
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.
Regarding First Merchants Bank. The bank has no ***** for overdrafts, the bank will not allow overdraft protections on a business account. The bank will not stop card transactions made even if the money is not present in the account. Again, the bank has no protections in place at all for business accounts. Any transaction will go through regardless of the account has money in it. Though I try with great effort to ensure deposits and withdrawal are coinciding with each other that at times can vary as it is a business account. The bank has a deposit cut off time of 7pm through an ATM. The bank processes withdrawal after their business day has ended at 4:30 as well as after the deposit cut off time of 7pm. So that means they will process a withdrawal at 10 pm at night and if the account doesn't have the funds available the bank will charge you an overdraft fee even though there is not possiblity of bringing the account current as the deposit cut off has already passed. It is clear that all other institutions would not post things after business hours until the next day and I cannot determine if this goes again better bureau best business practices. I hope there are rules in place that prohibits this type of obvious attempts to rob customers of money. There is a negative ***** ******* I've never seen anything like this. This is the only financial institution through mine and others experience that did anything like this to customers. Please help me figure out if this goes against rules or obligations that govern what they do and how they attempt to gain profit through such deceptive means. Force the business to properly make this information known to their customers prior to opening an account so they can make an informed decision because had I known any of this I would have passed on working with First Merchants Bank.
Business Response
Date: 08/23/2023
Please see attached response and disclosure.
Initial Complaint
Date:05/23/2023
Type:Order 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 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
Date: 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
Date:02/22/2023
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 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
Date: 03/03/2023
Please see attached response letter and supporting documentation. Thank you.
Customer Answer
Date: 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
Date: 03/20/2023
Please see attached response and supporting documentation. Thank you.
Initial Complaint
Date:01/30/2023
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.
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 LLC
Business Response
Date: 02/17/2023
Please see attached response letter.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

First Merchants Bank is NOT a BBB Accredited Business.