Complaints

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

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  First National Bank of PA

  626 Washington Pl Pittsburgh, PA 15219-3474

• 

  First National Bank of PA

  1625 Beaver Rd Baden, PA 15005

• 

  First National Bank of PA

  600 Walmart Dr Gibsonia, PA 15044

• 

  First National Bank of PA

  2 Kensington Square New Kensington, PA 15068

• 

  First National Bank of PA

  4960 William Flynn Hwy Allison Park, PA 15101

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:02/01/2023

  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.

  On December 15,2022 I was in a car accident. Car totaled and my insurance paid off my car to FNB. They still took a payment out in January 2023. I called they confirmed receipt of payment and apologized. They said full car payment was received. Now Feb 1st 2023 they took out another car payment. This is fraud. If I fail to make a car payment when I had one, there would be a financial penalty and fee. What is their penalty for removing money from my account when they are not supposed to. This has caused me to accrue bank fees and I don’t have a car, so I had to pay for a ride to the bank to file a complaint there too. First National Bank should be responsible for not only refunding my money but also paying for the fee’s incurred.

  Business Response

  Date: 02/15/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on February 2, 2023, regarding your auto loan at First National Bank of Pennsylvania (FNB).

  
  We have reviewed the details of your complaint regarding your loan payoff. Pursuant to the enclosed 
  note you signed on September 17, 2020, your monthly payment in the amount of $399.46 is due on the 
  first day of each month, beginning in November of 2020. The note further states that if your vehicle is 
  damaged or destroyed, you as the borrower agree to pay FNB the unpaid balance of the loan under this 
  contract. 

  
  As of December 30, 2022, the amount required to pay off your loan was $18,314.02. This payoff quote 
  was effective through January 9, 2023. On January 3, 2023, the automatic payment that debited your 
  non-FNB checking account in the amount of $399.46 was reversed because FNB was notified by that 
  financial institution that a stop payment was placed. On January 4, 2023, FNB received a payment from 
  your insurance carrier for the total loss in the amount of $17,899.21, which did not fully pay off your 
  loan.

  
  On February 3, 2023, because your loan was not paid off, the automatic payment attempted to debit 
  your non-FNB checking account again, but was unsuccessful due to the stop payment placed on your 
  checking account. Enclosed for your reference is a current payoff quote for your loan, effective through 
  February 21, 2023. The payoff needed to satisfy your loan balance if paid by that date is $402.73. To 
  make a payment, you may visit any FNB branch location, schedule a Bill Payment from your other 
  financial institution or pay via phone by calling ###-###-####.

  
  We hope this response to your complaint meets your satisfaction. 

  
  Sincerely,

  
  Loan Servicing
  First National Bank

  Customer Answer

  Date: 02/15/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/14/2023

  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.

  I was charged a total of $456 in overdraft fees. I called the bank to notify them I was in the hospital under a 302 and I asked for my account to be frozen. I explained I was dealing with a medical emergency and my debit card was lost or stolen. The bank continued charging me overdraft fees and offered no assistance in any way. I called customer service numerous times asking for a manager to call me. The manager eventually called me and said she wouldn’t be able to do anything for me due to her issuing one credit for a previous overdraft fee. I called customer service again and asked for the general manager to call me. I was told the general manager would call me within 48 hours. That never happened so after a week I emailed employees from their company website. The marketing manager called me that next day and she was very unprofessional towards me. I felt as if she was annoyed from the beginning of the conversation, so I just stated I would be closing my account after the way I was treated after I was dealing with a severe mental emergency. The marketing manager didn’t offer an explanation as to why I was charged so many times for overdraft fees. After the marketing manager called me they blocked all emails from my email address. I wasn’t disrespectful towards them in any way. I just explained the financial hardship that I am in currently and how I was admitted in the hospital under a 302 once my account went into the negative and it was out of my control. They are also making it difficult for me to close my checking account. I have went to the branch on two different occasions and I was told it couldn’t be closed at this time due to a pending deposit that was made on 01/13/2023

  Business Response

  Date: 01/27/2023

  Please accept this letter in response to the complaint that we received from the Better Business
  Bureau (BBB) on January 12, 2023, regarding your checking account at First National Bank of
  Pennsylvania (FNB).

  
  We have reviewed your complaint regarding Overdraft fees (OD fees) charged to your checking 
  account. On December 23, 2022, the ending balance for your checking account was $828.90. Saturday,
  December 24, Sunday, December 25, and Monday, December 26, 2022, were non-business days and
  no transactions posted to your account.

  
  To determine your available balance for December 27, 2022, we take your ending balance from the 
  prior business day plus or minus any preauthorized debits or available credits. Your available balance
  to pay items on December 27, 2022, was $828.90. From your available balance, your account was
  presented with 19 items totaling $976.92, which posted to your account leaving a negative balance of
  $148.02. The OD fees assessed to your account on December 28, 2022, totaling $148.00, were caused
  by the following transaction amounts: $75.00, $35.73, and $29.00. 

  
  Your available balance to pay items on December 28, 2022, was negative $296.02, which includes the
  $148.00 OD fee debited on that day. From your available balance, your account was presented with 
  five (5) item(s) totaling $79.47, which posted to your account leaving a negative balance of $375.49. 

  
  The OD fees assessed to your account on December 29, 2022, totaling $111.00, were caused by the
  following transaction amounts: $9.62, $29.85, and $20.00. The ending balance on December 28, 2022,
  was negative $375.49. Because your account was overdrawn for three (3) consecutive business days,
  you received a Continuous Overdraft (COD) fee on December 29, 2022.

  
  ACH and recurring debit card transactions continued to post against insufficient funds, which resulted
  in OD fees totaling $296.00 on December 30, 2022, and January 4 and 5, 2023. While three (3) direct
  deposits totaling $1,769.27 brought your account’s balance into the positive on December 30, 2022, it
  became overdrawn again on January 3, 2023, and led to the account being charged a second $12.00
  COD fee on January 5, 2023. The enclosed statement for your account, which was generated on
  January 13, 2023, is enclosed for your reference.

  
  On January 12, 2023, Market Manager Sheri C***** contacted you via phone to explain why the OD
  fees occurred. She advised that, because of a prior courtesy OD refund issued to you, and because all
  fees charged to your account were valid, FNB would not be issuing additional refunds to you unless 
  they are the result of bank error.

  
  Pursuant to the Deposit Account Agreement and Personal Fee Schedule, provided to you at account 
  opening and enclosed for reference, if the available balance in your account is not sufficient to pay all 
  of your transactions, FNB will first use any overdraft protection you have established to cover the 
  transactions. If you do not have overdraft protection, FNB will decide whether to pay the transaction 
  in to overdraft or return the transaction unpaid. 

  
  The DAA advises that it is your responsibility to balance your account and know your available balance 
  by recording all credits and debits in your checkbook, or by reviewing Mobile Banking or Online 
  Banking. Your available balance does not include any checks you may have written, or electronic 
  Automatic Clear House (ACH) transactions that you may have scheduled, which have not posted to 
  your account. By using your account, you agree to pay any applicable fees listed in the fee schedule.
  As a courtesy, we have credited your account with one final refund of $300.00 on January 23, 2023. 
  Please keep in mind that going forward, no fees will be refunded to your account unless they are a 
  result of bank error. 

  
  I recommend reviewing our Financial Insights video about managing your checking account. The 
  enclosed instructions will help to locate this and other helpful videos to manage your account and 
  increase your financial management knowledge.

  
  The DAA advises that if you wish to close your account, you may do so once the balance is brought to 
  $0.00 and all pending or preauthorized transactions have posted to your account. You may do this by 
  transferring the funds to another account via Zelle or External Transfers, or you can make a withdrawal 
  at a branch, ATM or ITM. Once the account has a zero dollar balance and everything has posted, you 
  may visit a branch or call FNB’s Customer Contact Center ###-###-#### to close your account. The 
  Contact Center is open from 8:00 AM to 9:00 PM EST on weekdays and 8:00 AM to 5:00 PM EST on 
  Saturdays and Sundays.

  
  We hope this response to your complaint meets your satisfaction. While this communication is 
  intended to present the facts of the situation, we would also like to express our appreciation for your 
  business and our hope that you will continue to allow us to serve your financial needs.

  
  Sincerely, 

  
  Gregory C*****
  Regional Banking Executive
  Capital Region
  First National Bank

• Initial Complaint

  Date:01/13/2023

  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 made a deposit at a first national bank atm of 300 dollars as my account was in the negative 296 so it was imperative that I made the deposit TODAY. it kicked 40 dollars back out, and states that it has an error and can't complete deposit and said goodbye. I went to another branch and deposited the other 40. The banks and managers have refused to help and said we have to wait until Wednesday for atm to be opened and we have to file a dispute and wait it out!!! We have no money and we can't afford more overdrafts and this bank just STOLE OUR MONEY!!

  Business Response

  Date: 01/27/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on January 13, 2023, regarding your checking account with First National Bank of Pennsylvania (FNB).
  On January 13, 2023, ****** ********, another signer on your account, visited the New Castle branch to 
  report that you attempted to make a $300 cash deposit via ATM earlier that day, but that the account was 
  only credited $40. The Teller Mr. ******** spoke with filed the enclosed dispute so that the deposit could 
  be investigated, The Teller also requested that you visit the branch to sign the documents because the 
  transaction was made with your debit card. Later that day, you contacted FNB’s Contact Center via phone 
  to inquire about recouping the funds from the deposit. The Customer Service Representatives (CSRs) whom
  you spoke with advised you that they were unable to immediately credit your account and clarified that a 
  credit could not be provided until the dispute was investigated. 

  
  On January 18, 2023, a provisional credit of$260.00 was applied to the account as a result of the dispute. 
  The enclosed letter notifying you of the temporary credit was mailed to you on the same day. A courtesy 
  refund of $160.00 was also credited to your account for the overdraft (OD) fees and continuous overdraft 
  (COD) fees applicable to the dispute. Your account’s transaction history has been enclosed for your 
  reference. If the dispute is found in your favor, the provisional credits will be made final. If the dispute is 
  denied, FNB will provide you with a reason for our decision and reverse the provisional credit. The dispute 
  may take up to 90 calendar days from the date the dispute was first submitted. 

  
  We hope this response to your complaint meets your satisfaction. While this communication is intended to 
  present the facts of the situation, we would also like to express our appreciation for your business and our 
  hope that you will continue to allow us to serve your financial needs.

  
  Sincerely,

  
  Alberta F********
  Market Manager
  Northwest Region
  First National Bank

• Initial Complaint

  Date:01/05/2023

  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.

  So I got a fraudulent alert from the bank and I called them immediately the lady I spoke with on a recorded phone call assured me there was no further actions needed to be taken on my part and I would have my money back by December 31st the date of occurrence was on the 27th of December. After many days of waiting I noticed my money was not back in my account this was on a Saturday I went into my branch physically where I was informed that they had not filed the dispute and that I would have to take further steps and go get a police report in which I did after turning in the police report I called them again and the lady that I spoke with this time told me that not only did they take the money out of my account after I told them not to but the person that stole my money in the first place tried two more transactions with the same amount and she also assured me that it was clearly a fraudulent case and she was certain I would receive my money back fairly quickly because she was expediting it besides the fact in the police report the detective stated that it was clear fraudulent mind you they did not have my PIN number they used it as a charge. After waiting and waiting my money still was not back in my account I contacted them back again at this point I do not have a bank card on 2058 miles from home with no money and they're telling me I have to wait 10 more days and that they will contact me by letter if they decide to put the money back. I have been a customer with them going on 5 years this is horrible business I've had to travel with no money now ask somebody close to me if I could please borrow money to put in my account so I don't have overdraft fees because they informed me that I also could get overdraft fees and that if they found it fraudulent then they would return them but no guarantees. Someone has to take accountability here and they definitely do not want to honor anything horrible business practice I was lied to and I feel cheated as a customer.

  Business Response

  Date: 01/13/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on January 5, 2023, regarding your checking account at First National Bank of Pennsylvania (FNB).
  We have reviewed the details of your complaint regarding a debit card dispute. On December 27, 2022, 
  you called the FNB Contact Center and advised that you had received a text message alert regarding a 
  potentially fraudulent transaction that was declined. You advised the Contact Center Representative 
  (CCR) who assisted you that you did not authorize the $910.00 transaction in question. For security 
  purposes, the CCR closed your debit card and ordered you a new one. The CCR also advised you that 
  there was a preauthorization that was pending on your account in the amount of $903.95 to that same 
  merchant, which was set to expire on December 31, 2022.

  
  The CCR stated that if the transaction ended up finalizing and posting to your account, it may be 
  disputed at that point. We apologize that the CCR did not file a dispute during your phone call on 
  December 27, 2022, and we have used your experience as a coaching opportunity for our employees to 
  ensure that FNB continues to provide an exceptional customer experience.

  
  The $903.95 transaction posted to your account on December 28, 2022. On December 30, 2022, you 
  visited the Thomasville Office, and the teller who assisted you filed a dispute on your behalf. The dispute 
  investigation was complete on January 11, 2023, and your account was permanently credited $903.95. A 
  copy of the dispute notification and your recent transaction activity are enclosed for your reference.

  
  We hope this response to your complaint meets your satisfaction. While this communication is intended 
  to present the facts of the situation, we would like to express our appreciation for your business and our 
  hope that you will continue to allow us to serve your financial needs.

  
  Sincerely,

  
  Monica C******
  Market Manager
  Eastern North Carolina Region
  First National Bank

• Initial Complaint

  Date:01/05/2023

  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.

  we have REPEATEDLY ask FNB to stop contacting us with their junk marketing from an insurance agency.
  they continue to pester us with all of this junk mail and we are sick of it. we don't want our names and addressed on file for marketing of this nature. we received a solicitation about insurance and I never requested this information to be sent to my home address. I never provided my name or address or expressed any interest in this. I tried to contact the corporate office but no one could help me. Please remove all of my accounts from all marketing solicitations.
  
  ***Please only contact me via email.

  Business Response

  Date: 01/18/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau
  (BBB) on January 5, 2023, regarding your privacy preferences at First National Bank of Pennsylvania
  (FNB), successor by merger to ****** Bank.
  

  Beginning in January of 2022, ****** Bank clients were mailed the FNB Welcome Guide, which
  contained information about important dates and times regarding the acquisition. The enclosed page
  from the FNB Welcome Guide states that ****** Bank clients were to notify FNB of their Privacy Policy
  preferences after February 7, 2022.
  

  The Privacy Policy provided with the FNB Welcome Guide, and enclosed for your reference, states that
  your information may be shared with FNB’s affiliates for marketing purposes. It further states that if you
  would like to limit your sharing, you may contact FNB at ###-###-####. On January 9, 2023, your
  information was removed from FNB’s marketing mailing list.
  

  We hope this response to your complaint meets your satisfaction. While this communication is intended
  to present the facts of the situation, we would like to express our appreciation for your business and our
  hope that you will continue to allow us to serve your financial needs.
  

  Sincerely,
  

  Teresa K*****
  Market Manager
  Mid-Atlantic Region
  First National Bank

  Customer Answer

  Date: 01/19/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I tried to reach the business via ###-###-####, however that is only an automated phone system with no real human taking the calls. I followed the prompts, but the system wanted my debit card number and I do not have a debit card.  The phone system then hung up on me.  So that was very helpful!  :(   Geesh!

  This joke of a bank doesn't have a true way of allowing customer to opt out and says a year ago they sent us a huge book of new rules with a fake phone number buried inside a bunch of pages in the fine print.  This is not an ethical way to handle customers' private information!  STOP sharing ALL customer information!  No one wants to received this BS junk mail from your "affiliated" marketing....which just means you are getting a kick-back from those "affiliated" businesses!  So unethical. Disgusting!

  Also, make sure you removed BOTH of the names on the envelope image I sent you, because ******** has a separate account and she receives duplicate mailings from your junk marketing.  We will be sure to contact legal counsel if anything arrives here again!

  Regards,

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

• Initial Complaint

  Date:12/31/2022

  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 trying to call to close my account and to put my account on hold since I was not able to close my account right away. The person on the phone was unable to close my account because they said I had to have my balance at 0 and any pending transactions had to post. Which I was fine with but I wanted to put a hold on my account until those transactions cleared so that no future transactions could post so I wasn’t charged the overdraft. They said the could not perform the hold on my account and only a branch could do so. I asked to speak to a supervisor and they informed me of the same thing. How can a bank not be able to put a hold on an account in case it has security issues or other problems that the client would want to have it closed or put on hold. Very dissatisfied with this bank and will never use again. Also they returned items after my paycheck was deposited and had the funds available so that they could charge me an additional returned item fee. The overdraft fees were all over the place and some were 12$ others were 37$ some were 140$. Just completely ridiculous. How can anyone keep track of when things post when they back post the items. I had items that posted on the 29th but showed pending on the 30th and then was returned on the 31st and said it was returned on the 29th. Very dissatisfied with them and they should be investigated for fraud.

  Business Response

  Date: 01/06/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau (BBB) on 
  December 31, 2022, regarding your checking account with First National Bank of Pennsylvania (FNB).

  
  On December 31, 2022, you contacted the FNB Contact Center and spoke with an FNB Contact Center 
  Representative (CCR) regarding closing your checking account ending in ****. Pursuant to the?Deposit Account
  Agreement (DAA), provided to you at account opening and enclosed for reference, you may close your account if 
  there are no pending or preauthorized transactions on your account. If there are pending or preauthorized 
  transactions, you cannot close your account until those transactions have posted. Because your account had 
  pending transactions, the CCR explained that the account was unable to be closed by the FNB Contact Center 
  unless all transactions had posted, and the account was brought to a zero (0) balance. The CCR offered to dispute 
  and place a Stop Payment on any unauthorized or pending transactions during your call, but you refused. 

  
  As a one-time courtesy, one half of the fees charged to your account over the past 12 months totaling $264.00 has 
  been credited back to your account. This refund will bring your account to a positive balance so you may close it at 
  your convenience. Please keep in mind that going forward, no fees will be refunded to your account unless they 
  are a result of bank error. To help avoid fees in the future, I recommend reviewing our Financial Insights video 
  about managing your checking account. The enclosed instructions will help to locate this and other helpful videos 
  to manage your account and increase your financial management knowledge.

  
  Your current account balance as of January 5, 2023, is $189.63. In order to close your account, you may contact the 
  FNB Contact Center or visit any of our FNB branches. If you decide to close your account by contacting the FNB 
  Contact Center, you will need to bring the account to a zero (0) balance. If closing the account at a FNB branch, the 
  account does not have to have a zero (0) balance since the branch can provide a refund of any positive balance at 
  the time of account closure. As noted above, the account cannot be closed if there is pending activity. 

  
  We hope this response to your complaint meets your satisfaction. While this communication is intended to present 
  the facts of the situation, we would also like to express our appreciation for your business and our hope that you 
  will continue to allow us to serve your financial needs.

  
  Sincerely,
  Deanna B***********
  Market Manager
  Pittsburgh Region
  First National Bank

  Customer Answer

  Date: 01/06/2023

  
  
  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.  However,I did not refuse any stop payment offer in fact I was never offered that option and I even requested that they do so and was told no they were unable to do so. I would like to note if FNB would review the actual recordings of the conversation I had with there call center I was NOT offered a stop payment option on pending transactions and I in fact and I quote “I asked specifically to put a hold on my account for pending transactions.” Several times and to all of the managers I spoke with including Alex and Greg. To which there response was and I quote, “We cannot put a stop on your account and to do so for pending transactions you will have to wait for them to post in order to close the account.” I hope that the actual phone recordings are reviewed by upper management for future handling of the FNB customers because that is not how a business should conduct themselves by offering no solution whatsoever to a customer. I just wanted to clarify that part of there response and I am otherwise satisfied with the remaining response. 
  
  
  
  Regards,
  
  
  *********** *********

• Initial Complaint

  Date:12/14/2022

  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.

  I wanted to give a friend a gift of $1000 worth of pennies for Xmas
  
  I called various banks to see which ones would be able to supply my needs. I called this location, and spoke to Rachel, a cashier. I asked her multiple times if I sign up with your bank, can I get $1,000 in pennies. She said yes, but she may have to do it over a period of a few withdraws.
  
  So I made an appointment to open an account, based upon the info given me. I told Tabatha B******** what I wanted to do, the vice president of this branch, and she took my info and opened up an account for me.
  
  I waited a week or so to hear about the status, Tabatha said she would call me, she didn't. I called, she said she had to check into it some more. Once again I waited, nothing. So I call again, this time they tell me they can't do it.
  
  So, I felt they did a "Bait and Switch" on me, they promised me one thing, but failed to give it to me, after I did what they said ( created an account).
  
  Now they want to charge me a fee for dormant account activity if I don't use it.
  
  I would like to be compensated for a fuel allowance of $5 for the fuel I wasted to go there and sign up for an account.
  
  This definitely will hinder my Xmas, being disappointed in not giving a friend a gift, that I thought I would be giving him.

  Business Response

  Date: 01/03/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on December 20, 2022, regarding your checking account at First National Bank of Pennsylvania 
  (FNB).

  
  We have reviewed the details of your complaint. On December 5, 2022, you contacted the Hollywood 
  Plaza Office to ask if you would be able to exchange $1,000 for the equivalent in pennies. The Teller you 
  spoke with explained that she was not sure of the answer and that she would need to check with 
  management, but advised that the branch would be able to assist you with opening a checking account 
  if you wished to do so in the future.

  
  On December 7, 2022, you visited the same branch and opened a checking account with FNB. On 
  December 14, 2022, you again contacted the branch via phone to initiate your request for the pennies. 
  You were advised by Assistant Branch Manager Tabetha B******** that, unfortunately, they would be 
  unable to fulfill your request for the coins for security reasons.

  
  Pursuant to the Deposit Account Agreement and Personal Fee Schedule, provided to you at account 
  opening and enclosed for your reference, when there is no activity on your account or you do not 
  contact FNB regarding your account for a period of 24 consecutive months, we will consider it to be a 
  dormant account. A dormant account is charged a $10.00 monthly dormant account fee. The DAA also 
  states that by using your account, you agree to pay the fees listed in the Consumer Fee Schedule.

  
  You have the option to close your account if you wish to avoid the dormant account fee in the future.
  Your account can only be closed when it has a zero-dollar balance and after all pending transactions 
  have fully posted to the account. You can request your account’s closure by visiting a local branch office
  or by contacting FNB’s Contact Center. FNB’s Contact Center is available via the instant chat or secured 
  email services provided in your online banking profile, or by phone at ###-###-####. The Contact Center 
  is available Monday through Friday from 8:00 AM-9:00 PM, and Saturday and Sunday from 8:00 AM?5:00 PM.

  
  We hope this response to your complaint meets your satisfaction. While this communication is intended
  to present the facts of the situation, we would like to express our appreciation for your business and our 
  hope that you will continue to allow us to serve your financial needs.

  
  Sincerely,

  
  Gerard G*******
  Market Manager 
  Pittsburgh Region 
  First National Bank

• Initial Complaint

  Date:12/13/2022

  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.

  There are multiple over draft feed going all the way bac to last month taht need to be refunded beacaue your bank keeps charing all these fees and taken my whole paycheck my truxk payment didnt come out i am not aboit to pose my truck because you guys cant give people and accurate bank account . I would like all my money refunded and overdraft fees removed or i am suing First National bank !

  Business Response

  Date: 12/20/2022

  Please accept this letter in response to the complaint that we received from the Better Business 
  Bureau (BBB) on December 13, 2022, regarding your checking account with First National Bank of 
  Pennsylvania (FNB).

  
  We have reviewed your complaint regarding Overdraft fees (OD fees) charged to your checking 
  account. On November 4, 2022, the ending balance for your checking account was $503.94.
  Saturday, November 5, 2022, and Sunday, November 6, 2022, were non-business days and no 
  transactions posted to your account. To determine your available balance for November 7, 2022, 
  we take your ending balance from the prior business day plus or minus any preauthorized debits 
  or available credits. Your available balance to pay items on November 7, 2022, was $503.94. From 
  your available balance, your account was presented with ten (10) transactions totaling $1,022.24, 
  which posted to your account leaving a negative balance of $518.30. The two (2) OD fees of 
  $37.00 each and the Returned Item fee (RI fee) of $37.00 assessed to your account on November 
  8, 2022, were caused by the following transaction amounts: $21.42, $31.21, and $480.00. A copy 
  of your account statement which details the transactions above is enclosed for your reference.
  Pursuant to the FNB Deposit Account Agreement (DAA) and personal fee schedule, provided to 
  you at the time of account opening and enclosed for your reference, a Continuous Overdraft fee
  (COD fee) of $12.00 is charged every three (3) business days that your account’s Ledger Balance 
  remains negative. Because your account remained negative until November 17, 2022, two (2)
  COD fees were assessed to your account.

  
  On November 21, 2022, your available balance to pay items was $129.39. From your available 
  balance, your account was presented with eight (8) transactions totaling $889.13, which posted to 
  your account leaving a negative balance of $759.74. The OD fees and RI fees charged between 
  November 22, 2022, and December 12, 2022, were caused by the following transaction amounts: 
  $25.42, $750.00, and $328.00. A copy of your account statement which details the transactions 
  above is enclosed for your reference. Your checking account maintained a negative balance until 
  December 16, 2022, resulting in additional COD fees. 

  
  Upon review of your account, it was determined that a teller processing error resulted in one (1) 
  RI fee and one (1) OD fee. Because these fees were a result of a teller processing error, they have 
  been refunded to your account. As a one-time courtesy, we have issued your account a refund 

  totaling $159.00, which is one half the amount of fees charged to your account between 
  November 8, 2022, and December 15, 2022. Please keep in mind that going forward, no fees will 
  be refunded to your account unless they are a result of bank error.

  
  On September 29, 2022, you opted-in to the Optional Overdraft Services available on consumer 
  accounts for ATM and everyday (one-time) Debit Card Transactions pursuant to Regulation E (Reg 
  E), for your checking account ending in ****. Checks, automatic clearing house (ACH) 
  transactions, automatic bill payments and account fees will post in accordance with the DAA
  provided to you at account opening. On December 14, 2022, Tracy R*******, Branch Manager at 
  the Rising Sun office, discussed Overdraft Services with you. At that time, you declined to opt out 
  of Overdraft Services. Opting out may help you to avoid future OD fees. If you wish to opt out of 
  Optional Overdraft Services, you may do so via online banking, contacting our Customer Contact 
  Center or stopping into any FNB branch. 

  
  To help avoid future fees, I also recommend reviewing our Financial Insights video about 
  managing your checking account. The enclosed instructions will help to locate this and other 
  helpful videos to manage your account and increase your financial management knowledge.
  We hope this response to your complaint meets your satisfaction. While this communication is 
  intended to present the facts of the situation, we would also like to express our appreciation for 
  your business and our hope that you will continue to allow us to serve your financial needs.

  
  Sincerely,

  
  Edward D****
  Market Manager
  Mid-Atlantic Region
  First National Bank

• Initial Complaint

  Date:12/13/2022

  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.

  On November 25, 2022 I made a cash deposit into a First National Bank ATM machine located at 501 Towne Square Way, Pittsburgh, PA. Deposit Record No. 7416. It was a cash deposit in the amount of $2000.00. Twenty one hundred dollar bills were inserted. At the end of my transaction the machine gave me a receipt. I check my debit cards banking account to make sure these funds were deposited and they were not. I immediately contact my debit card company and the ATM machine owner. Becky over at this branch balanced out the machine and sees that I've made this deposit. Long story short neither party is assisting in giving me my money back.

  Business Response

  Date: 12/22/2022

  Please accept this letter in response to the complaint that we received from the Better Business 
  Bureau (BBB) on December 12, 2022, regarding an ATM deposit you made at First National Bank 
  of Pennsylvania (FNB).

  
  We have reviewed your complaint regarding a missing ATM deposit of $2,000.00 made on 
  November 25, 2022. Although you made the deposit at an FNB ATM machine, the account you 
  were attempting to deposit funds into was at an account held at Navy Federal Credit Union 
  (NFCU). Because NFCU does not allow shared deposits with FNB, the deposit was not accepted by 
  NFCU.

  
  On November 28, 2022, you contacted FNB’s Brentwood Office, the location of the ATM where 
  you made the deposit, and spoke with Rebecca L*****, Head Teller, regarding the deposit not 
  showing in your balance in your NFCU account. Rebecca advised you that the ATM would be 
  balanced, and any overage would be documented. Rebecca advised you that because you are not 
  an FNB account holder, you would need to file a dispute with NFCU for the missing deposit. 
  On December 8, 2022, you contacted the FNB Contact Center regarding the missing deposit. You 
  informed the Contact Center Representative (CCR) that you had filed a dispute for the missing 
  deposit with NFCU, however, the dispute was denied because NFCU does not share deposits with 
  FNB. You requested that FNB provide video footage to NFCU as proof you made the deposit and
  expressed your dissatisfaction with the amount of time and difficulty to retrieve the deposit. The 
  CCR escalated your concerns to the Brentwood Office and advised you that you would be 
  contacted via phone by a member from that location.

  
  Typically, a deposit made at FNB with an institution that does not share deposits with FNB is 
  corrected by that institution reaching out to FNB to collect the funds. Because NFCU would not 
  process your dispute, FNB reviewed the ATM balance, and confirmed that a deposit of $2,000.00 
  was made at the Brentwood Office on the date and time you stated. On December 16, 2022, 
  Rebecca contacted you via phone to inform you that FNB would release the funds directly to you 
  in the form of an official check upon you signing a form stating this deposit was conducted by you. 
  You agreed to this and went to the Brentwood Office this same day. During your visit, you 
  completed the required form and were provided an official check for the deposit amount of 
  $2,000.00.
  
  We hope this response to your complaint meets your satisfaction. While this communication is 
  intended to present the facts of the situation, we would also like to express our appreciation for 
  your business and our hope that you will continue to allow us to serve your financial needs.

  
  Sincerely,
  Kristyn G*****
  Branch Manager
  Brentwood Office
  First National Bank

• Initial Complaint

  Date:12/06/2022

  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.

  YOUR CUSTOMER SERVICE NUMBER, WHICH I AM *FORCED* to call to the 855 # just to activate an ApplePay card, that any and EVERY other bank does automated without making their customers jump through hoops. As if that's not bad enough a 48 minute quote hold time at 11:45 am on a Tuesday is not acceptable either. 48 minutes to activate an ApplePay card. HOW LITTLE RESPECT DOES THIS BANK HAVE FOR THEIR CUSTOMERS TO CONTINUE WITH *ARCAIC* TECH PLATFORMS? No more excuses. People want to work, for living wages. Pay living wages, and hire more people. STOP SHOWING THIS *BLATANT* DISRESPECT FOR YOUR ACCOUNT HOLDERS. ENOUGH IS ENOUGH!!!! I've *LITERALLY NEVER* since beginning to bank with you had anything less than a 25 minute hold time to get a human. I've had simple requests messed up, missing bank cards never mailed to me, etc. Your ATMs are comically slow and I shouldn't have to select a language EVERY TIME I use the same machine, that should be stored with my account info after the first time. Your tech dept, CLEARLY OVERPAID, is capable of this but hasn't done this either. I almost hope I get the response I expect so I can just close my accounts and scream from every rooftop how horribly incompetent, archaic, disrespectful, and underwhelming FNB of PA is. Also, received a $10,000 business loan from Kabbage/AMEX when my own bank wouldn't give me one after dragging your feet for *5 WEEKS* in summer of 2021. I have a long history of this, and it's likened to be in an ABUSIVE RELATIONSHIP. Now, I ask myself why: Why have I put up with it for THIS long?!
  
  
  
  
  I want an apology, FNB to fix their staffing and tech integration issues, and a statement credit for my VALUABLE time or I'll simply close both acct

  Business Response

  Date: 12/20/2022

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on December 6, 2022, regarding your checking account at First National Bank of Pennsylvania 
  (FNB).

  
  We have reviewed the details of your complaint regarding your experience with FNB. On December 6, 
  2022, you called the FNB Contact Center to activate your Apple Pay. You advised the Contact Center 
  Representative (CCR) of the length of time you had to wait to speak to them, and the CCR apologized 
  and advised you that they would submit that feedback. For security purposes, the CCR obtained your 
  account number to verify your Apple Pay activation. They advised you that they were submitting the 
  request for activation to be completed, and that you will receive a notification within the next twenty?four (24) hours. Your Apple Pay was successfully activated later that same day.
  A Business Development Officer submitted an application on your behalf for a $12,000.00 unsecured 
  line of credit on August 26, 2021. The application was declined later that same day, and the declination 
  letter was provided to you on September 6, 2021. While application requirements may vary between 
  financial institutions, the timeframes involved with your FNB application and the reason for declination 
  were consistent with FNB’s lending policies.

  
  We hope this response to your complaint meets your satisfaction. While this communication is intended 
  to present the facts of the situation, we would like to express our appreciation for your business and our 
  hope that you will continue to allow us to serve your financial needs.

  
  Sincerely,

  
  Gerard G*******
  Market Manager
  Pittsburgh Region
  First National Bank

  Customer Answer

  Date: 12/20/2022

  Better Business Bureau:
  
  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  
  

  1. Your response is consistent with the ineptness of your bank, and your refusal to objectively listen or research, as for example:

  2. I initiated the loan process following the FOURTH OF JULY HOLIDAY 2021. *NOT* in August. August is when finally someone reached back out to finish the process, stating at that time they'd been through 2 managers that year, and even going into detail about personal and work related drama and tensions surrounding this, which I found incredibly and unnervingly inappropriate. 

  3. It's no wonder you're one of the very few bands to not have public online reviews and on social medial open. 

  4. In setting up Apple Pay I was on hold for in DISRESPECTFULLY LONG TIME (well over an hour). Most other banks have a COMPETENT IT team that has it set up to be automatically verified thorugh an app rather than forcing your customers to spend nearly one and one half hours doing so... a matter you didn't even ADDRESS in my complaint directly. 

  
  

  If you're one of the people at the "top" of customer "SERVICE", it's NO WONDER every branch is a mess. 

  
  
  
   
  
  Regards,
  
  
  
  ******* *********