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:10/28/2023

  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.

  Approximately 2 months ago a settlement was offered by me and First National Bank agreed to accept $1000 as payment on a line of credit. $ 1000 was the credit limit and everything over that amount was late fees and interest. The remaining balance above the $1000 is still showing but that’s not my complaint, however, if it shouldn’t be showing I’d like it removed. My complaint is that they are continuing to add to the remaining balance and it has recently increased by $12. If they accepted $1000 as a settlement why can they continue to increase the balance?

  Business Response

  Date: 11/10/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on October 28, 2023, regarding your line of credit (LOC) at First National Bank of Pennsylvania 
  (FNB).

  
  We have reviewed the details of your complaint regarding your loan settlement. Pursuant to the 
  enclosed notification provided to you on April 8, 2019, your LOC was charged-off with a balance of 
  $1,017.47. The notification further states that your loan will continue to accrue interest and that the 
  charged-off balance is your responsibility as the borrower.

  
  On August 2, 2023, you contacted the Loan Adjustments department to make payment arrangements. It 
  was agreed upon that a lump sum payment in the amount of $1,000.00 would settle the debt owed. You 
  made the $1,000.00 settlement payment on August 23, 2023; however, this payment was inadvertently 
  misapplied. On November 8, 2023, the payment was reapplied. On November 9, 2023, your loan was 
  updated to reflect as paid, and FNB updated the information that is reporting to credit bureaus. Please 
  note that this information may take up to thirty (30) days to reflect on your credit report.

  
  We apologize for any inconvenience this may have caused and hope this response to your complaint 
  meets your satisfaction. We have used your experience as a coaching opportunity for our employees to 
  ensure FNB continues to provide an exceptional customer experience. 

  
  Sincerely,

  
  Loan Servicing
  First National Ban

• Initial Complaint

  Date:10/23/2023

  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 need a temporary debit card asap and I was told my account was "locked down" on the district level for debit cards." The reason I had a period where I had 3 or 4 temporary cards in a row is because no one could get me a permanent one. I had to have it mailed to the bank. So, all my temporary cards are "in a row". I moved from *** ** **** **** ** ****** ****** ** to ***** **** ** ****** ***** and the closest branch is in Calabash NC about 40 minutes away. I'm SUPPOSED to have my real card mailed to that branch so there's no problems in getting it by the first but, I'd like to be double sure since I need to pay bills. I'd like to request that "the higher level" that "locked down my debit cards" kindly unlock them so this bank can issue me a temporary card tomorrow and I'd like a call from them today or tomorrow at *** *** **** from the Calabash branch at *** *** **** that I may come pick up a temporary card today or tomorrow just in case my real debit card is delayed. I lost my whole wallet the first day I moved. I have some ID but that is it. This really isn't a complaint, I just don't know how to get this information to the correct "people" to undo this hard lock on debit cards. The Fuquay Varina Branch can vouch for my good character although my credit score is low. I was hit with an emergency move due to mold where the landlord would do nothing, lost my job trying to stay alive fighting it and fell behind but my bank account is straight. Also after being with the bank for 2 years I'd like some overdraft ability. In a dire emergency I hope to never have I'd like to be able withdraw money from an atm and pay the standard fee and move on with life. I think my account is upstanding enough for that and heavy deposits and FICO scores should rebound in the next few months as I am working 2 jobs at the moment to catch up. *** ** **** ********

  Business Response

  Date: 11/06/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau (BBB) on 
  October 23, 2023, regarding your checking account at First National Bank of Pennsylvania (FNB).

  
  We have reviewed the details of your complaint regarding your debit card. On October 12, 2023, a permanent 
  debit card was ordered by the Calabash Office upon your request. The debit card was delivered to this office 
  location at your request, provided to you and was successfully activated by you on October 25, 2023. If you do not 
  have access to a debit card and need to conduct a transaction, you may use your account and routing number to 
  schedule a payment or withdraw funds at a branch or Interactive Teller Machine (ITM) with valid photo 
  identification. To locate an ITM or office location near you, you may visit the FNB website at www.**********.com 
  and select the Branch and ATM Locator.

  
  Pursuant to the Deposit Account Agreement provided at account opening and enclosed for your reference, 
  Optional Overdraft Services are available for your account for ATM and everyday (one-time) debit card 
  transactions. If you add this service and do not have sufficient funds when you swipe your debit card, FNB may 
  approve these transactions into overdraft and allow you to conduct the transaction. Please note that if you do not 
  make a deposit or transfer available funds before the posted cut-off time to add sufficient funds to your account, 
  you may be assessed an Overdraft fee. If you would like to opt-in to this optional service, you may do so via Online 
  Banking, calling the FNB Contact Center, or visiting any FNB office location.
   
  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,

  
  Karyl R*****
  Market Manager
  Eastern North Carolina Region
  First National Bank

• Initial Complaint

  Date:10/22/2023

  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.

  I opened am account with FIRST NATIONAL BANK OF PENNSYLVANIA about a month ago and opted in for overdraft services. They have never sent me a debit card in 49 days so I have not received any debit card. Long story short this bank charges junk fees. Most banks do not charge junk fees anymore. They have charged me exactly $1,147.00 in returned item fees in 30 days!! leaving my account in ruins. A single return fee of $29.00 on one item that was retried 3 times was $140.00 in fees on a return on a single item. So it was re-tried multiple times so the bank said let's take $29.00 every single retry on a single item. This is a predatory practice that most banks did away with. Capital One would have charged nothing.

  Business Response

  Date: 11/03/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on October 22, 2023, regarding your checking account at First National Bank of Pennsylvania 
  (FNB).

  
  We have reviewed the details of your complaint regarding the Returned Item fees (RI fees) assessed to 
  your account. On September 12, 2023, you opened an account online via FNB’s website. During account 
  opening, 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. Checks, Automated Clearing 
  House (ACH) transactions, automatic bill payments and account fees post in accordance with the 
  Deposit Account Agreement (DAA).

  
  The DAA further states that if you do not have sufficient funds in your account to pay a transaction, FNB 
  will decide whether to pay the transaction into overdraft or return the transaction as unpaid. If a 
  transaction is returned, the merchant or payee may resubmit the transaction for payment on a later 
  date. If insufficient funds remain in your account when the transaction is resubmitted, you will incur an 
  RI fee on each occasion that the transaction is re-presented for payment to your account.

  
  On September 19, 2023, the ending balance for your checking account was $84.56. To determine your 
  available balance, 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 September 20, 2023, 
  was $84.56. From your available balance, your account was presented with two (2) items totaling 
  $303.00, which posted to your account, leaving a negative balance of $218.44. The $29.00 RI fee that 
  was assessed to your account on September 21, 2023, was caused by the $300.00 transaction that 
  posted to your account on September 20, 2023. Please note that your account was not assessed a fee 
  for the $3.00 transaction that posted to your account because the transaction amount was less than 
  $5.00. Because the fees assessed to your account were not a result of bank error, your account will not 
  be refunded.

  
  Your account remained overdrawn and the transactions that were returned continued to re-present to 
  your account in addition to new transactions that you were initiating. On October 16, 2023, you 
  deposited a check in the amount of $2,750.00 via Mobile Banking Deposit; however, this check was 
  returned with the reason of being fraudulent. A copy of your transaction history is enclosed for your 
  reference.

  
  
  Per the enclosed DAA, FNB reserves the right to close your account at any time and for any reason. On 
  October 27, 2023, the enclosed notification was provided to you, which states that your account will be 
  closed in ten (10) business days from the date of the letter. Please note that if your account is not 
  brought current by the date it is closed, your account will be charged-off and reported to consumer 
  reporting agencies for collection efforts to be initiated.

  
  Sincerely,

  
  James A****
  Market Manager
  Mid-Atlantic Region
  First National Bank

• Initial Complaint

  Date:10/21/2023

  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.

  October 13, I deposited a check in the amount of 20,000 from Allegheny County Section 8 into First National bank located in Homestead Pa. The deposit was but on hold for seven days and to be available on October 20, 2023.. the hold wasn’t taken off and my check and bank account was seized for fraudulent activities due to the check. I spoke to several customer service and the refuse to direct me to the fraud department. I physically went to the office on October 21, and spoke with a supervisor and she clearly made me feel as if I stoled or wrote a fake check and called it a fraud check and she never saw in her million years of working in a bank a signal check of this amount. Which I proceeded as she never saw a black women with a large amount of cash make a deposit. She also stated how she wish she could get on this program if it was a true program.

  Business Response

  Date: 11/03/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on October 21, 2023, regarding your checking account at First National Bank of Pennsylvania 
  (FNB).

  
  We have reviewed the details of your complaint regarding the availability of your recent deposit. On 
  October 11, 2023, you visited the Homestead Office and deposited a check in the amount of $22,909.38. 
  Pursuant to the Deposit Account Agreement provided at account opening and enclosed for your 
  reference, all deposits are subject to our verification and review for compliance with the law and our 
  polices, which may result in delays in the availability of a deposit. Your deposit was placed on hold in 
  order for the check to be verified. The hold was released on October 24, 2023, and the funds were made 
  available in your account.

  
  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,

  
  Deborah V************
  Market Manager
  Pittsburgh Region
  First National Bank

• Initial Complaint

  Date:10/06/2023

  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.

  I had a charge through Microsoft which was still associated with an expired debit card. I didn't want the charge to go through (but it appeared I had to keep a card on the account), and in the past had never been able to use an expired card, let alone have charges put on one. I had $14 in my bank account, because I no longer use that account. I just keep it open in case. Sept 8th I got an email from Microsoft that they were unsuccessful in charging my card, & again Sept 15th. On Sept 15th mid day, I got a text/call from FNB about fraud alert on my account & they put a hold on it. I called & explained to the lady, that the charge was not fraudulent, but I was under the impression the card wouldn't be able to be used (because it was expired.) She took the hold off but never explained anything else. Sept 22 Microsoft tried again, and got the charge to go through for $74. I ended up with an overdraft fee, because they allowed them to charge an expired card. I've had an account with the 2 previous mergers before FNB & with FNB since I was probably 12 and I'm in my 30's now. I've never had an overdraft fee. Microsoft refunded my money immediately. I have tried contacting FNB about this & they refuse to see that their system allowed Microsoft to charge an expired card. I wouldn't be able to use that card at the grocery store because it's expired, but they allow Microsoft to charge it online? They refuse to give me the overdraft fee back when it was the fault of their system. They said because I took the hold off it was my fault. I can't see how, because the lady never told me it would allow charges from the expired card to be used. I've been dealing with them for 2 weeks with no resolution and they still don't seem to understand or care that their system should not allow expired cards to be charged
  Previously if I tried to use the card with insufficient funds, it wouldn't let me use it, but they let them push this charge right through on the expired card.

  Business Response

  Date: 10/20/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on October 6, 2023, regarding your checking account at First National Bank of Pennsylvania (FNB). 

  
  We have reviewed the details of your complaint regarding the Overdraft fee (OD fee) assessed to your 
  account. On September 5, 2023, the ending balance for your checking account was $14.78. No further 
  transaction activity occurred on your account until September 22, 2023. To determine your available 
  balance, 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 September 22, 2023, was $14.78. 

  
  From your available balance, your account was presented with one (1) item totaling $74.88, which 
  posted to your account leaving a negative balance of $60.10. The OD fee assessed to your account on 
  September 25, 2023, in the amount of $35.00, was caused by the $74.88 transaction. 

  
  Please note that the recurring Microsoft transaction was made with your current debit card ending in 
  **** which does not expire until June 2026. If you would like to change the payment method with this 
  merchant, we recommend that you contact them directly. 

  
  On October 17, 2023, the $35.00 OD fee was refunded to your checking account as a one-time courtesy. 
  Please keep in mind that going forward, no fees will be refunded to your account unless they are a result 
  of bank error. A copy of your recent transaction history is in 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,

  
  Sheila S******
  Market Manager
  Piedmont Region
  First National Bank

  Customer Answer

  Date: 10/23/2023

  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 am attaching a picture from the screen Microsoft showed me which says the card has expired. This is the card that FNB allowed Microsoft to charge. I appreciate the refund of the overdraft fee, but would hope anyone who considers using FNB in the future would see how they operate as a company, and how easy they take $35 when their system allowed an expired card to be used. I will no longer be doing anymore business with FNB and will advise anyone I know to move their accounts because of what they have done and what they have put me through. It's taken weeks to resolve a simple matter and I had to involve the BBB to even get a decent response in the first place. Their customer service and entire establishment have a lot to learn.

  Thanks to the BBB for all of their help in this matter!
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/21/23 I made 2 cash deposits at first national bank of pa one was for $100.00 the other for $50.00.. on 9/22/23 I got a text message like I always do telling me my account balance at 12pm I notice that my account balance was low.. I tried to go thru the app to check app didn't work I signed in thru the online and saw my trans action was not posted.. I immediately called bank
  .. I spoke to Nicole she told me that the system crashed and they was working on it and if I needed to to over draft my account and call them after to explain what happened.. I told her that my account cant be over drafted because I opted out of that opening the account she told me that's all she could do.. on my lunch break I went into the branch into branch to complain because I need access to my money I have my mother memorial to attend tomorrow in NY and that's all the money I have.. the lady in branch told me even after showing her my receipt that she couldn't help me and to contact the consumer hotline.. I did that the rep told me that she see that I made a transaction but the money isn't showing in my account.. she said all she can do is put a dispute in and the team will review it an investigate.. I explain I don't have time for that because I have my mothers memorial to attend and the money in my account is tied up.. I asked for a cash advance since they can see I have the money they system is just not giving me access to it.. she told me no and the best she can do is dispute the transaction.. so now I'm left here to figure out how I'm supposed to make it to my mothers memorial.. I feel like I'm being punished for something that was messed up there end and they don't care to help me..

  Business Response

  Date: 10/05/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on September 22, 2023, regarding your checking account at First National Bank of Pennsylvania 
  (FNB).

  
  We have reviewed the details of your complaint regarding your recent deposits. On September 22, 
  2023, you called the Contact Center because you believed that two (2) ATM deposits that you made the 
  previous night were not available in your account due to a known processing issue that was posted on 
  FNB’s digital channels.

  
  The CCR filed a dispute on your behalf regarding the deposits which posted to your account later that 
  same day in nightly processing. On September 25, 2023, the enclosed dispute notification was provided 
  to you, which states that your dispute was closed, and the matter is resolved. A copy of your recent 
  transaction history is also 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,

  
  Charles B****
  Market Manager
  Capital Region
  First National Bank

• Initial Complaint

  Date:09/19/2023

  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.

  The lender made an error in the calculation of my taxes and now after 2 years is trying to get me to pay the full amount back and I financially can’t afford to do so.

  Business Response

  Date: 10/03/2023

  Please accept this letter in response to the complaint we received from the Better Business Bureau (BBB) on September 19, 2023, regarding your mortgage loan at First National Bank of Pennsylvania.

  We have reviewed the details of your complaint regarding the escrow shortage for your mortgage.  On September 19, 2023, you contacted our Mortgage Servicing Department regarding an escrow analysis you received on July 13, 2023. You advised the Mortgage Servicing Representative you spoke with that you believed there was an error. FNB analyzes your escrow account each year to determine its status and to estimate the funds n***ed for expenses, such as taxes and insurance, in the coming year. After analyzing the account, FNB adjusts your monthly escrow payment amount in accordance with the mortgage loan documents, applicable law, or government regulations, and provides the adjustments in the escrow analysis. While the projected expenses are provided to you in the escrow analysis, the actual amounts paid out of your escrow may vary. The escrow analysis you received noted that you have a total shortage of $5,389.95, and that this amount may be collected from you over a period of time.

  That same day, you also spoke with David R***, Supervisor of Loan Servicing. He explained that, although the loan documents that you signed (enclosed for your reference) on July 2, 2021, contained the correct anticipated escrow expenses, the Closing Disclosure inadvertently included only half of the expected tax expenses amount. He provided the following three options for paying the escrow shortage: pay the shortage in a lump sum, spread the shortage over sixty (60) months, or keep the payment the way that the current escrow analysis reflects. During that call, you stated you had no interest in any of the options provided.

  If you would like to further discuss the options provided above, please contact David R***, Supervisor of Loan Servicing, at ###-###-####.

  We hope this response to your complaint meets your satisfaction.

  Sincerely,

  Dana B******
  Residential Mortgage Compliance Officer
  First National Bank

• Initial Complaint

  Date:09/18/2023

  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 have an account with First National Bank. I also have an account at a 2nd bank. I wrote myself a check from my 2nd account and mobile deposited it into my FIrst National Account. FNB put a hold on the check. I was told I had to provide proof that I was an authorized signer on the check, meanwhile the check cleared the 2nd bank and First National Bank was holding it. They in essence stole money from me and held it. If the 2nd bank allowed the money to be released, knowing that I was a signer on the account, what right does First National Bank have to hold a deposit indefinitely. In addition, they took away my online access, so now I don't have any insight and cannot monitor the account - they literally are holding me hostage by not letting me see my account details or make any transactions. I do not understand why a bank where I am making a DEPOSIT needs to know about my account with another bank. The people at the Canton office are on a power trip and it has got to be unethical to take away someone's online ability to see and manage their own money!

  Business Response

  Date: 10/02/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau (BBB) on September 18, 2023, regarding your checking account at First National Bank of Pennsylvania (FNB). 

  
  We have reviewed the details of your complaint regarding your check deposit. On September 12, 2023, you deposited a check in the amount of $500.00 into your account via Mobile Banking Deposit. For security purposes, a hold was placed on the funds from the deposit on September 13, 2023, while the check was being verified, and your Online Banking access was temporarily restricted. A Customer Service Representative of the Canton Office contacted you that same day to advise of the hold. 

  
  Because you had signed the check and were not listed as a payer on the check, additional documentation was requested to verify that you are an owner of the account on which the check was drawn. You provided the requested documentation on September 18, 2023. The hold was released, and your Online Banking access was reinstated that same day. 

  
  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 
  

  
  

• Initial Complaint

  Date:09/12/2023

  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.

  On August 23rd, my husband and I initiated a significant wire transfer from FNB to our bank in France. This is not the first time we've done the same thing between our local bank and our French bank. The funds were to be delivered by August 29th, 2023 -- the wire documentation reads, "(if not sooner)." To this day, the money has not arrived at French bank, which says there is nothing pending on their end. We have spoken with our local bank, bank managers in Erie, the FNB wire office via speakerphone (against their will because they don't speak directly to customers), and now three times I've called Customer Service (with a promise on a Saturday for a return call on Tuesday that did not happen). We have been assured that our case has been escalated, but to this day, we don't know why our money has not arrived. At each turn, we are told that the different levels of the FNB organization cannot provide us with any information and suggest speaking with another level of the organization. We find ourselves in a critical situation with no information despite our best efforts since August 29th. We ask for an answer to these questions: 1. Where is the money currently? 2. What is causing the delay and what needs to be done to rectify it? 3. When will the funds arrive? and 4. How will FNB compensate us for the delay and the excessive amount of time that we have had to spend advocating for ourselves -- not to mention fees we will incur on payments in France because the funds have not arrived or an any further wire transfers that result from this one not having gone through in the timeframe promised to us.

  Business Response

  Date: 09/25/2023

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

  
  On August 23, 2023, you initiated an outgoing wire transfer in the amount of $15,500.00 to be sent to ** ****** ******** ****** for receipt by August 29, 2023. For security reasons, the Assistant Branch Manager who assisted you inquired as to the intended use for the funds. You advised that the funds were for university expenses for your son. That same day, you signed the Outgoing Wire Request Form and Reg E Disclosure (enclosed for your records) to approve the wire transfer, amount and location where it should be sent. 

  
  On August 30, 2023, you contacted the Meadville office to inquire about the status of the wire. That same day, FNB sent a trace message to the intermediary bank which requested where the funds were located. On the same day, you elected to dispute the wire transfer. You were advised that the dispute investigation may take up to ninety (90) days to be completed and you would be notified via written correspondence regarding the outcome. 

  
  In an attempt to further assist you, I contacted you via phone on September 13, 2023, to discuss your wire transfer. At that time, I explained that the wire had been located at ****** ******** Bank in France and had been there for over 20 days. I advised you that we were working with ** ****** ***** and **** ** *** **** ******, the intermediary banks, to determine why the funds were being held and how to get them released. The following day, I contacted you again via phone to give you the option of attempting to recall the wire. You advised me that you would let me know how you would like to proceed. The following week, on September 22, 2023, we spoke again regarding the wire recall, and you stated that you had not yet made a decision to proceed with the wire recall. As a reminder, processing a wire recall is an attempt to return the funds but is not a guarantee. Should you wish to proceed with a wire recall, please contact me directly at ###-###-####. 

  
  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, 

  
  Allan K******* 
  Market Manager 
  First National Bank 
  

  
  

• Initial Complaint

  Date:08/17/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the evening of 8/16/2023 I noticed that my line of credit with FNB had a $50 balance when I reviewed my online banking. I immediately contacted the Cresson location of the bank when they opened on 8/17/23. I spoke with a female teller at that location who advised me that my line of credit now has a $50 per year annual fee and that is why there was suddenly a balance on the account when I previously had a $0 balance. I explained to her that I was told I should get the line of credit to "protect you from overdraft fees" in case I were to overdraw the account, but was never informed of such $50 fee. At the time, the person that opened the line of credit for me told me that there were no fees for this because I have a WorkPlace banking account. She told me that there was nothing I could do to eliminate the charge. I told the teller I would like to close all of my accounts at FNB so that I would not have to pay the $50 fee, and was told that they would not give me my money from the accounts unless I paid off all the outstanding fees.

  Customer Answer

  Date: 08/25/2023

  Hello,
  
  I was able to resolve my billing issue with First National Bank. Can you please close the complaint case (Case No ********)?
  
  Thanks,
  ****** ******