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Business Profile

Bank

Firstrust Bank

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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Firstrust Bank has 18 locations, listed below.

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    Customer Complaints Summary

    • 8 total complaints in the last 3 years.
    • 3 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/08/2025

      Type:Order Issues
      Status:
      Answered
      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.
      student loan issues with the loan company and ************. letter and supporting docs attached.

      Business Response

      Date: 03/07/2025

      Please accept this message as confirmation that we responded to Amr ******** compliant via letter, mailed today, March, 2025. Please feel free to contact the complainant if you would like additional information regarding our response. 

    • Initial Complaint

      Date:12/11/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      On 4/4/23 I spent $201.00 on the debit card merting the requirements of $200 or more spend for the bonus promotion. I never received that bonus. More recently in September of 2024 I have tried multille times to transfer funds from the account *** have been unsuccessful. I contacted customer service several times, being told I needed to link and unlink external accounts. Only later was I told by a different customer service *** that the account was dormant and external accounts could not be linked.

      Business Response

      Date: 01/08/2025

      Please accept this email as confirmation that we responded to and resolved Mr. ******** complaint via phone today, December 19, 2024. Please feel free to contact Mr. ******* if you would like additional information regarding our response.

      Customer Answer

      Date: 01/08/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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. 

      Regards,

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

    • Initial Complaint

      Date:01/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 repeatedly attempted to discuss and escalate this issue through the branch and customer service. I do not have overdraft protection, so should not be charged the fees that I have been repeatedly charged. I strictly only use my debit card, however the bank approves purchases well over the available balance, then on top of this charges large fees for the account being overdrawn.I would like all of these fees to be refunded.

      Business Response

      Date: 02/09/2024

      Please accept this email as confirmation that we responded to **************** via letter today, February 8, ****. Please feel free to contact **************** if you would like additional information regarding our response.

       

      Thank you,

      ******

       

      *************************** |  VP Customer Care

      Firstrust Bank | ************************************************************ 19044

      ************* | www.Firstrust.com

    • Initial Complaint

      Date:08/21/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Bank wrongfully withdrew PMI from escrow 3 years into the loan even though we paid at settlement. Bank refuses to put someone on phone who can assist or email to provide proof. Don't trust them

      Business Response

      Date: 10/24/2023

      Please accept this email as confirmation that we responded to ****** ***** BBB complaint directly to the customer via phone and email on October 20, 2023. Please feel free to contact **** ***** directly if you’d like additional information on our response.

       

      Thank you,

      ****** ******* |  VP – Customer Care

      Firstrust Bank | 1 Walnut Grove Drive, Horsham, Pa 19044

      ************* | www.Firstrust.com

       

    • Initial Complaint

      Date:07/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 checking account in January when there is a welcome bonus of $250+5,000 points if make a purchase of $200 or more. And the term said "Bonus will be paid within 60 days of purchase". However, it has been 6 months, I still havent received the bonus, I have called customer service for several times and they told me they have submitted a ticket for me everytime. If I dont receive my bonus within 30 days, I will have to file a small claim.

      Business Response

      Date: 08/10/2023

      Please accept this email as confirmation that we responded to the above-listed BBB complaint directly to the customer, *********************, via phone today, August, 8 2023. Please feel free to contact ********** directly if you'd like additional information on our response.

       

      Thank you,

      *************************** |  VP Customer Care

      Firstrust Bank | ************************************, Horsham, Pa 19044

      ************* | www.Firstrust.com

    • Initial Complaint

      Date:04/04/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 an account with firstrust bank on January 14 2023. The bank was running a special where if you opened an account and spent $200 on the debit card in the first 60 days they would give you a $250 bonus. I did not receive the debit card for several weeks. I added funds to the account and set up one of my other bank accounts to transfer money into the account. In all I transferred over $700 into the account. I tried to use the debit card in a grocery store and it was declined, an embarrassing situation. I tried again when I got home to pay my utility bill with the debit card but again it was declined. I called firstrust bank to check to make sure there was not a problem. They said my account had been restricted the fraud team. I asked to speak with them, but was told that was not possible but that they would contact me the next business day. I never received a call back over the next three days. I called firstrust again and was again told my account was restricted and the debit card could not be used, nor could money be withdrawn from the account. I was again told there was no way to speak to the fraud team, but that they would send me a letter in the next two weeks with their findings. It has been more than a month and I still do not have access to my money. I called again today and they said they would email me a signature card to be resigned within fifteen minutes and I would have access to my account. It has been an hour and yet again Firstrust has lied and I have not gotten an email. The original bonus offer expired. Is this how firstrust works? They get customers to sign up with the enticement of a bonus offer, but restrict their accounts so that the offer can not be fulfilled? This bank needs to be investigated.

      Business Response

      Date: 05/16/2023

      Please accept this email as confirmation that we responded to *** **********’s BBB complaint directly to the customer via phone today, May 5, 2023. Please feel free to contact *** ********** directly if you’d like additional information on our response.

       

      Thank you,

      ****** ******* |  VP – Customer Care

      Firstrust Bank | 1 Walnut Grove Drive, Horsham, Pa 19044

      ###-###-#### | www.Firstrust.com

      Customer Answer

      Date: 05/16/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      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. 



      Regards,



      ******* **********
       

    • Initial Complaint

      Date:03/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Last week I accidently over drafted my account as I messed up a deposit date and my transfer from another bank was returned. That was my fault. But this caused me to lose access to my account and debit card. I called immediately and explained the situation and was told everything was fine and that when my account was positive again I would immediately have access to it. This was not the case they put it under review and I still dont have access to my money I called customer service and they refuse to let me speak to a supervisor or executive relations as I was trying to deal with them on this issue to get it resolved they have all my money tied up in this and I cant live without my money I have to make purchases. They record their calls so they can easily pull the recording explaining when my account became positive it will be ready to use. They keep saying its under review and they will call me whens its done. But I have critical appts that I need to get to and be able to pay for in a few hours and they refuse to put me in touch with the person I need to speak to

      Business Response

      Date: 03/21/2023

      Please accept this email as confirmation that we responded to ******************’s BBB complaint directly to the customer via letter, today, March 15, 2023. Please feel free to contact ****************** directly if you'd like additional information on our response.

       

      Thank you,

      ******

       

      *************************** |  VP Customer Care

      Firstrust Bank | 1 Walnut Grove Drive, Horsham, Pa 19044

    Firstrust Bank is NOT a BBB Accredited Business.

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