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Business Profile

Bank

First Merchants Bank

This business is NOT BBB Accredited.

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Reviews

This profile includes reviews for First Merchants Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

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First Merchants Bank has 125 locations, listed below.

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    Customer Review Ratings

    1.23

    Average of 35 Customer Reviews

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    Review Details

    • Jerry S

      Date: 10/18/2022

      Jerry S

      Date: 10/18/2022

      ****** in the *************** is absolutely awful. I send wires monthly. This past week the screwed up 3 times sending them to the WRONG place. They input the data from previous wires, yet sent to the wrong beneficiary.Then connected a password from my 10 year old personal account to my business account. They assumed I wanted it. Now they know that it's me but refuse to resend the wire until the password comes off. There tech support and customer service is less than a 1 star and they could care less! ****** even admitted she had other things to do. Me too...switch banks when I get home and **** everyone about trying to do business with them.

      First Merchants Bank

      Date: 10/25/2022

      *****, thank you for alerting us to your situation so we can help you through this. We apologize that you didn't receive a satisfactory response to your request. Upon review, our records show some information that is inconsistent with your recap where we hope to discuss it with you as we help you. We do want to get all facts reconciled while helping you. To ensure customer financial privacy, the Bank will be reaching out to you personally to discuss your concerns. While this experience did not meet your expectations, please know we are committed to quickly making this right and attentively helping you prosper. Thank you for continuing to bank with us.

    • Allan H

      Date: 10/06/2022

      Allan H

      Date: 10/06/2022

      This bank have adopted a new policy asking customers that withdraw any dollar amount over $1500 asking,"Why are you making this withdrawal?" Well because I have direct deposit with you all and been a customer for over 20 years! No Sir that's not sufficient so can you give us another reason. My reply was no! The next day I get an unauthorized call from the ************ ******* branch manager while I'm @ work claiming that I was the one irate! Really! After I've been harrassed over and over with this question from the bank tellers?? It's unsafe to ask this question with a line full of customers knowing that you are withdrawing a generous dollar amount out of your account. You never know who's plotting to *** you! The security gaurd politely escorted me to my vehicle on one occasion at this branch. This new policy put customers in position to be harrassed on every occasion by the staff.

      First Merchants Bank

      Date: 10/18/2022

      First Merchants Bank takes its responsibility to help protect its customers and prevent financial exploitation seriously. While we respect our customers privacy, asking these questions can be useful in identifying and preventing financial exploitation of bank customers, as well as potentially identifying safer methods of transferring funds when applicable. Due to this fact, branch staff will routinely ask customers the reason for the withdrawal of a large sum. This process has been in place at the bank for some time now. The bank apologizes if the question made you feel uncomfortable. However, please be assured this process is not in place to annoy or harass customers, and if a customer does not wish to answer he or she is still permitted to withdraw funds. We appreciate your business and your feedback regarding the customer experience.

      First Merchants Bank

      Date: 10/18/2022

      First Merchants Bank takes its responsibility to help protect its customers and prevent financial exploitation seriously. While we respect our customers privacy, asking these questions can be useful in identifying and preventing financial exploitation of bank customers, as well as potentially identifying safer methods of transferring funds when applicable. Due to this fact, branch staff will routinely ask customers the reason for the withdrawal of a large sum. This process has been in place at the bank for some time now. The bank apologizes if the question made you feel uncomfortable. However, please be assured this process is not in place to annoy or harass customers, and if a customer does not wish to answer he or she is still permitted to withdraw funds. We appreciate your business and your feedback regarding the customer experience.

    • Julie K

      Date: 09/12/2022

      Julie K

      Date: 09/12/2022

      I do not typically write negative reviews - however, after the experience that I have had dealing with First Merchants Bank, I felt the need to share and warn other potential customers. In mid-August I was informed in the mail that my home loan was transferred from ********************* to First Merchants Bank and that I needed to create a new accound with them to set up recurring monthly payments. When navigating First Merchant Banks website to create my new user account, it required me to include my loan number...WHICH THEY DID NOT INCLUDE in the paperwork that was mailed to me. So, after spending over 1.5 on the phone, waiting to speak with a live person, I was able to confirm my new loan number and was able to set up my account. At this time, I also set up my recurring monthly payments to go into effect starting 9/1. Today, I received a reminder notice (again, snail mail) that I was delinquent on my account and not only did my September payment not go through, but that I was still owing full amount for August (keep in mind, I did not get notice of the switch to the new bank until middle of august). With this notice, there was also a $145.78 late chage that has been tacked on....When I called First Merchants Bank today (after waiting another 45 mins to get a live person on the phone), I was able to confirm that while my recurring payments were successfully set up that they were not going to go into effect until Oct. 1st and therefore, my past two mortgage payments were not processed. At no point I was informed that setting up my auto-payments would be delayed or that I would have to arrange for "one-time" payments for August or September. The only saving ***** was that the operator who took my call was able to complete these payments over the phone and waived the "phone fee". It has been a customer service nightmare - horrible communication in terms of transitioning as a new customer and the absolute worse phone hold wait time you can imagine.

      First Merchants Bank

      Date: 09/14/2022

      *****, we are truly sorry to hear about the problems you encountered as a result of the ************** merger and the transferring of your mortgage servicing. We strive to be attentive and responsive to our clients, especially during times of transition like this. Call volumes were uncharacteristically high because of the ************** integration process, and we sincerely apologize for the long wait times. Although we missed the ***** we are happy to hear our customer service representative was able to assist with completing your mortgage payments. We have confirmed your late payment fee was reversed. If there is anything else you need, we want to provide you with the direct phone number of our ********** ******** ***************** ***************************, ************, who can assist you. Thank you for banking with First Merchants.

    • William C

      Date: 09/06/2022

      William C

      Date: 09/06/2022

      DO NOT TRUST THIS BANK. I caught them *** handed trying to hold my funds through various methods even going so far as to not allow me to transfer my funds to another bank. I've been banking with them for over 10 years and have had a myriad of different issues with them which I k ow get another bank but I'm already busy holding down two jobs that take up the majority of my time. Because of their hold I have not eaten in two days and am unable to pay my rent putting my housing in jeopardy. Currently contacting the **** as well as a lawyer to enter arbitration over this. I can't stress enough DO NOT TRUST THIS BANK!!!

      First Merchants Bank

      Date: 09/07/2022

      ******************: We are genuinely sorry you had an experience that did not meet your expectations. While experiences with us like that are rare due to things like unexpected service disruptions, it unfortunately happened to you. To be helpful to you now and in the future, our goal is to be as attentive to your needs as possible. Regarding your recent needs, were glad our team positively connected with you personally yesterday and that are now able to access your funds. Thank you very much for banking with us

    • Sean M.

      Date: 07/29/2022

      Sean M.

      Date: 07/29/2022

      Their recent acquisition of ************** has showcased the most poorly handled merger and worst customer service I have ever received from a financial institution. We were not provided information on how to pay our mortgage before it was due, were repeatedly disconnected from the service line for not already having an account with them with no ability to get to a person when trying to get answers, and when we showed up to the bank in person we were told that First Merchants has removed the ability of Level One employees to accept payments in person. They closed down online payment services before integrating the new system, and overall have just been terrible to work with the past few days. I never thought a bank could make Navient/****** *** look user-friendly, but this company has set a new low for service.

      First Merchants Bank

      Date: 08/05/2022

      Dear ****************, We apologize for any frustration you may have experienced with making your mortgage payment. First Merchants Bank strives to be the most responsive, knowledgeable, and high performing financial organization for our clients and consumers. Multiple communications were sent to Level One customers describing options to make mortgage payments during the transitional period. The branch staff were also trained in July on the new payment system and based on your feedback, First Merchants Bank has redoubled its communication efforts regarding applying and accepting payments. We will be sending you a detailed letter regarding the communication you should have received as well as options for making your payments going forward. Thank you.Sincerely,First Merchants Bank

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