Complaints

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

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  First Interstate Bank

  401 N 31st St Billings, MT 59101-1200

  
• 

  First Interstate Bank

  401 N 31st St Billings, MT 59101-1200

  
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  First Interstate Bank

  41 5th Ave Belle Fourche, SD 57717

• 

  First Interstate Bank

  650 Flormann St Rapid City, SD 57701

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  First Interstate Bank

  501 2nd Ave Edgemont, SD 57735

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:01/30/2024

  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.

  My mother passed away a few years ago. Her financial advisor contacted me to tell me that she had money at First Interstate Bank and I needed to claim it. I went to the branch but was told that since she died without a listed beneficiary the money belonged to the bank and there is nothing I can do to claim it. The financial advisor tried to talk to the person at the bank but he told her that he could not help us. I asked for a manager but of course there was not one available. I asked to have the manager call me the next day but no one ever did. I would like my mother's money released to me, as her legal heir, child and survivor

  Business Response

  Date: 01/31/2024

  Please see the attached letter. 

• Initial Complaint

  Date:01/02/2024

  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.

  I was charged on 7/2023 a renewal charge for **** Club in ************ ******. I was physically in ** at work and don't have a **** club membership. I called the bank and filed a dispute charge, it went for review and I was given a credit, then when I couldn't provide proof of not having a membership they took my money. I filed a dispute again and this time was told it was fraud and I had to get a new card. The dispute **** will not send the dispute to **** club because I cannot provide proof from **** club that I do not have a membership, the last time I was in their system was 2020. I have called **** club and they tell me that my bank needs to do their job and send the dispute so they can refund my money but my bank will not send it for whatever reason. I have been calling and filing disputes and complaints since October but this still isn't resolved. I've spoken to many different people regarding my issue and no one seems to be able to help me. I've been given the same 2 *********************************************************** a response on why the dispute **** will not do their job and submit my dispute to **** club so i

  Business Response

  Date: 01/16/2024

  **************** in our ********** branch was able to connect with Ms. *** via telephone. ****** is refunding the money for our valued client. We do hope this resolution was satisfactory. 

  Customer Answer

  Date: 01/16/2024

   
  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.
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:11/03/2023

  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.

  I had a construction loan through First Interstate Bank that matured in June of 2023. My home was not yet completed, so we paid a $325 fee to extend the loan by one month. Approximately 2 weeks into July I received a call from the First Interstate property appraiser, and they asked if the house was done. I informed them that it was indeed complete, on or about the 17th of July. I received no further communication from the bank until late August when I received an email saying our final interest payment would be in October, but that it would be roughly 50% higher due to the home taking longer to be completed. This was surprising to me, because I had only extended the construction phase by one month, not three. I inquired directly with the mortgage department why i was paying another 45 days of interst only, and the response I received initially was "there needs to be time for interest to accrue adequately and for the final statement to be issued." Somewhere around the end of September we got an email stating we needed to sign documents to "close our construction loan." We went to a branch to sign, only to find that the bank had unilaterally, and without prior communication or consent, extended our construction loan by another 30 days. We reluctantly signed, as we knew we had no choice. I called **** in loan administration to get an explanation, and she stated that the loan was extended because a "third party vendor issues loan statements that they have no control over," BUT she also stated there were a very limited number of First Interstate employees that were pushing the statements to the vendor to be cleared. In short, we paid an extra $4700 in interest that was totally unnecessary because of administrative inefficiencies and lack of staffing on behalf of First Interstate Bank. I am of the opinion that this is a predatory business practice aimed at propping up an otherwise very anemic mortgage department.

  Business Response

  Date: 11/15/2023

  I would like to request an extension for this response. I am missing a key piece of information and am not sure if I can get it today. Can I have an extra week, please?

  Business Response

  Date: 11/29/2023

  Thank you for the patience waiting on our response. Please see the attached letter. 

• Initial Complaint

  Date:08/22/2023

  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.

  I bank at First Interstate Bank in ******* ****. They have lost my paperwork for my home loan. They admit the have lost it and don't see it filed with the court hose. I can't find anyone that can help me. They say this doesn't happen. Do I have to keep paying on loan they can't prove. How do I know my interest rate rules that apply. How do I prove when it is paid off. I have contacted **** banking, federal reserve board, consumer finance protection, consumer financial, Housing counselor, **** Banking, everybody says they don't deal with this. There has to be a way to find out my rights.Please help me. I have paid on this loan for over 20 years.

  Business Response

  Date: 09/01/2023

  We would like more time to respond directly to this client. The Banks records show that the complainant is one of the banks debtors.  However, the bank has not yet been able to find a copy of the original promissory note.  ********************* has sufficient documentation to establish the material terms of the contract and the outstanding principle, interest, and fees. Under the circumstances, the law allows the lender to bring an action to enforce a promissory note that has been lost or destroyed, and the debtor is still required to perform obligations set out under the original promissory note,which are secured by a recorded deed of trust.  Regardless, the Bank is willing to work directly with the borrower to resolve the dispute.     

  Business Response

  Date: 09/11/2023

  Thank you for the opportunity to respond. ********************** point of contact at the bank is ****************** who is waiting for ********************' s response to documents recently sent. 

• Initial Complaint

  Date:08/10/2023

  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.

  FIB advertised a commercial line of credit and we took about $100k. We have grown significantly since taking this out and our finances are much stronger. They stated they would be able to extend the terms and delay repayment. However, suddenly they are demanding repayment with no flexibility. This is in direct contradiction to what they have stated previously, and there is no financial reason for this. We are able to continue payments with the same or different terms.

  Business Response

  Date: 08/16/2023

  Please see the attached response. Additional information will be mailed directly to the client. 

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20450178
  
  I am rejecting this response because:

  I do not have anything in writing as to why the credit was not continued. All I know is our company has grown significantly since the line was started with strong revenue and recently profitability. There is no reason to discontinue our credit other than poor management and deliberate failure to meet the needs of the community. This is not acceptable as a bank profiting from local small businesses. 

  I will use every avenue available to share our experience and hope that others learn this ****** and avoid FIB.

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/29/2023

  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 have a bank account with **********************. I did a venmo transfer into my account, and I paid a fee to do an instant transfer, which should appear in the acct within thirty minutes. Then I went to the atm to withdraw my funds, only to be denied access to the money I deposited. I called my bank, they told me it was an ach type of deposit and would not post until the next day. Over the course of the next 24 hours I tried contacting my bank again, only to have one rep tell me I could get the money out now, I tried again. To get it out and couldn't, this time it said card restricted. So I called my bank again. This time I got a rep who just wanted to argue with me about how it takes one to three days to post from venmo and she told me she looked it up on ******* I told her that I did also, and on venmo, and that if it is a standard ach it takes longer, but it was not, it was real time cash deposit or instant deposit that happens immediately sometimes up to thirty minutes. She only argued with me then told me it was on venmo to fix it. I called venmo to be told it was instant and should have posted. Now, the money no longer says pending but I still can't get it. I think someone restricted my account and I'm upset because it's forty eight dollars why is it so difficult go get, yet I can't get gas or what I need to get. It is ridiculous. Please help me to find out who the responsibility lies on and if someone from the bank could have fixed this cause they claimed they couldn't do anything and I have to wait...now I waited and still can't get it.

  Business Response

  Date: 08/14/2023

  Please see the attached response. Thank you. 

• Initial Complaint

  Date:04/17/2023

  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.

  Every time I have updated my address with them, for whatever reason, the information isn't saved. Long after one move, and after updating my address with their credit card department specifically on three separate phone calls, I received in the mail, a notice about canceling or auto renewing my credit card; this mail was delivered to the old address, and so I received it AFTER the deadline to cancel the card. Most recently, I updated my address through the website, as it cannot be done via app. I made sure to select to change the address with ALL departments; I received physical mail to ensure the change was me for all departments. However, now, upon logging into the website, it says one department has my current address on file, and the other departments list "no current address". My card recently got declined from a virtual transaction due to "invalid zip code". When I told this third party application my previous zip code, the purchase went through...

  Business Response

  Date: 05/03/2023

  Please see the attached letter. Thank you. 

• Initial Complaint

  Date:12/31/2022

  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.

  Every time I use my card or try to transfer money it is DECLINED! I have money in my account, this is causing great stress, it is New Years eve. It declined everything yesterday also. I want access to MY MONEY. I NEED ACCESS. Nothing has been resolved.

  Business Response

  Date: 01/12/2023

  Please see the attached letter. Thank you.

• Initial Complaint

  Date:12/22/2022

  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 Interstate Bank ("Lender") approved our truck loan and disbursed the funds after viewing all application info and insurance cards, which were required to be submitted. They were fully aware of the insurance limits and deductibles.A few months later, ****** sent letters via unregistered mail advising that updates needed to be made to the insurance deductible (lowered from $2000 to $1000).Those letters were not received as our mail was on hold and we were out of town. No additional use of our contact information was made - Lender has both an email address and TWO phone numbers at which we can be reached.Instead of trying to actually reach us, or even trying to confirm in any way that we had received the letters, Lender very quietly added $10,480 to our loan on 11/29/22. No notice was sent of this whatsoever.A month later, when one of our credit reporting systems picked up that our balance on the loan has INCREASED, we were very surprised to see that the > $10k had been added to our balance.We called the Lender and learned that this is an "insurance premium" for insurance with the $1000 deductible covering the life of the loan - but we have 67 out of 72 months left and we have already updated the deductible.We have now discovered that the payee for the insurance that we are paying $10k for is the Lender, that they are charging us interest on the insurance premium they are charging almost 6 years in advance, and that THE LENDER EARNS A COMMISSION ON THE INSURANCE POLICY they scammed us into.I believe this is the definition of a racket.First Interstate Bank is predatory and failed to inform us when they had the means - the intention was always to charge us this scam fee and earn their extra commission and interest. They had our phone numbers and email address. This is known because they used that contact information to confirm our identities when we called in to find out what was going on with this fee!

  Business Response

  Date: 01/24/2023

  We responded to the client in early January. Please see attached.

• Initial Complaint

  Date:12/08/2022

  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.

  Had two accounts with great western bank. When first interstate bought out bank it has been a disaster. Both accounts compromised and bank will not reimburse funds. 4 months and no new debit card to replace compromised one. Shut off temporary debit card so now I have no access to either of my accounts. They are telling me that I will have to wait 15 business days for ANOTHER new card. Closing my accounts tomorrow. Literally the worst bank I have ever dealt with. They shouldnt be in business.

  Business Response

  Date: 01/04/2023

  Please see the attachments. Thank you for your patience.