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:08/16/2023

  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 closed my bank account in July. Apparently, a credit was applied to my account for $0.58 which caused my account to reopen without my knowledge. Because of this, other charges were then taken out and caused this account to go negative in the realm of $600 from overdraft fees. I should not be responsible for these fees. I've tried talking to a branch manager who was rude and laughed at me. I've tried to call Member Services and have spoken to several customer service agents who have promised a callback and resolution from a supervisor. This has not happened. I want to pay the bank what I owe them from legitimate charges being taken out of my account as a result of the credit triggering my account to reopen, have ALL the overdraft fees waived, and move on with my life. They will not allow me to do that and are insisting I pay these overdraft fees in order to close my account that I was told was already closed. If you want to get down to it, First National Bank should have cut me a check for $0.58 when the the credit was applied. They could have even kept it.

  Business Response

  Date: 08/29/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau (BBB) on August 16, 2023, regarding your checking account with First National Bank of Pennsylvania (FNB). 

  
  On July 8, 2023, you contacted the FNB Contact Center via phone to close your checking account. During the account closure process, a refund posted to your account, which prevented the account from closing. A Contact Center Representative attempted to contact you via phone on two separate occasions to advise you of this, but there was no answer and no voicemail available. As a result, the account remained open, and several previously scheduled transactions totaling $317.82 posted to your account, as well as Return Item and Overdraft fees totaling $180.00. A copy of your transaction history is enclosed for your reference. 

  
  On August 22, 2023, I contacted you via phone to discuss your concerns. During that call, I agreed to refund the fees that occurred as a result of your account not being closed if you paid the balance of the previously scheduled transactions. You agreed, and fees totaling $180.00 were refunded to your account that same day. On August 23, 2023, you visited the Red Lion office and paid the balance due. As of August 24, 2023, your checking account has been closed. 

  
  We hope this response to your complaint meets your satisfaction. 

  
  Sincerely, 

  
  Sheri C***** 
  Market Manager 
  Capital Region 
  First National Bank 
  

  
  

• Initial Complaint

  Date:08/13/2023

  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.

  I am erronously being charged a late fee on my mortgage of $204.15 for a autopay issue the company created on my account. I have autopay setup, however a late fee is still being charged.... I have been charged this late fee twice and have called the company 4 times to rectify. No progress has been made.
  
  Additionally, I make payments in excess of the required monthly mortgage payment (required payment is ~$4811; I make autopayments of $5000) and on time each month. I would like to escalate this issue as the mortgage group is falsely charging this late fee and avoiding to fix the underlying systematic issue.

  Business Response

  Date: 08/25/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on August 13, 2023, regarding your mortgage loan at First National Bank of Pennsylvania (FNB).
  We have reviewed the details of your complaint regarding late fees applied to your mortgage loan. 

  
  Pursuant to the enclosed note that you signed on October 18, 2022, beginning on December 1, 2022, 
  and on the first day of every month following, your monthly payments in the amount of $4,083.10 are 
  due. The note also states that if the payment is not received in full by the end of fifteen calendar days 
  after the date it is due, you will be subject to a late charge. FNB did not receive your June payment until 
  June 27, 2023. Because this payment was not received until June 27, 2023, you were assessed a late fee 
  in the amount of $204.15. A copy of your payment history is enclosed for your reference.

  
  On May 9, 2023, the joint account holder on your mortgage contacted the Mortgage Department via 
  phone and requested to remove the auto draft from your account. FNB received a new request to set up 
  auto draft on June 27, 2023, which was effective for your August 1, 2023, payment. A copy of this form 
  is enclosed for your reference. As a courtesy, the late fee charged for your June payment was refunded 
  on August 7, 2023.

  
  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, 

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

  Customer Answer

  Date: 08/25/2023

  
  
  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. 
  
  
  
  Regards,
  
  
  ***** ********

• Initial Complaint

  Date:08/10/2023

  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.

  First National Bank has worked into their system an intentional delay of transactions processing when an account reaches a low balance to filch overdraft fees from account holders even if they have overdraft protection in place on their account. On August 9th 2023 the balance of my account was low, somehow a transaction overdrafts my account by about .70¢ and now they have charged me a $35 overdraft fee when their system should of: first, denied the transaction when my account did not have the funds to cover it as the VISA system actively monitors/reports my balance when processing transactions; and second, should of covered the transaction regardless with the overdraft protection and not have imposed a fee due to their systems miscalculation of the current balance in the account not accurately being reported to VISA. Instead, I check my balance on the 10th and find it's negative $35.70?! My better bet is, FNB has shifted their banking practices into generating revenue off of accounts that occasionally hit low numbers by imposing such said fees even though they offer coverage for sporadic overdrafts (very strange practice). It's just plain theft that is forced on a customer with how their system conveniently is delaying the processing and reporting of payments and how it somehow is not in sync with the VISA transaction system itself. Ever since FNB bought the original bank I opened my account with, problems they seek to profit from have become a rather convenient issue. I'm very confused why overdraft protection is offered and in place for the account, and at the same time I have to deal with this?

  Business Response

  Date: 08/25/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau (BBB) on 
  August 11, 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) that was assessed to your 
  account. On August 7, 2023, the ending balance for your checking account was $58.67. No further transactions 
  posted to your account on August 8, 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 August 9, 2023, was $54.80, because of a pending debit card purchase in the amount of $3.87. From your 
  available balance, your account was presented with five (5) items totaling $55.60, which posted to your account 
  leaving a negative balance of $0.80. The $35.00 OD fee assessed to your account on August 10, 2023, was caused 
  by the $33.70 ACH transaction that posted to your account.

  
  Your account is opted-out of Optional Overdraft Services, which allows FNB to decline ATM withdrawals or 
  everyday debit card transactions if there are insufficient funds in the account. Please note that checks, ACH 
  transactions, automatic bill payments, and account fees will post in accordance with the Deposit Account 
  Agreement (DAA) provided at account opening.

  
  On August 11, 2023, your account was credited $35.00 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 activity is 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

  Customer Answer

  Date: 08/30/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. A resolution has been reached that is satisfactory to me. I will also note that First National Bank has given me conflicting statements as to what overdraft protection is and miscommunicated whether or not it is or was in place. The banking error shoud not of occurred based on how systems such as Visa's are in place that monitor account balances and transactions. What is the point of Visa monitoring my transactions if they allow a purchase when the balance is insufficient? I will also note that my data from transactions is and has been quite easy to obtain by third parties apparently without ethical disclosure and that the bank's privacy policy does not protect their customer's information as well as it should. 
  
  
  
  Sincerely,
  
  
  
  ******* **

• Initial Complaint

  Date:07/31/2023

  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.

  My husband, **** ****** had a vehicle that he was financing through First National Bank in Aliquippa, PA. I, ****** ******, his wife, was not on the loan with him. Sadly, my husband passed away on March 5, 2023. At the time of his passing, I didn't know who he was financed with. I later found out it was First National Bank. When I made the payment in April, I informed the bank that my husband had passed away. I asked when the payments were due, I was told that they couldn't tell me because I wasn't on the loan. The bank requested a copy of the death certificate. I gave it to them. I went back a few days later to inquire about putting the car in my name and was told that I couldn't have any information because I wasn't on the loan and that my husband would have to come in. Again, i told them he passed away. I also inquired about refinancing but was declined due to a low credit score. Fast forward, the payments were due on the 26th I went in on July 26 to make the car payment. I asked the teller why was the amount so high? The manager said because there's a late fee. I said how? It's due on the 26th and today is the 26th. Manager said it's from no payment in March. Thursday July 27, 2023 I decided to surrender the car and had asked about a refund of the payment. I was told that I couldn't get a refund and mgr and I both called the loan dept. I was told no again. The bank mgr told me that if there was an accident with the car I would end up with a pile of tin and a check that I can't cash because it would be issued in my late husband's name. A total of $573.03 is the car payment that I paid to the bank on July 26 and I decided against the car on 27th. When I talked to the man from the loan adjustors office he said that I can't be refunded because there's still a balance on the loan. I'm not on the loan, I'm not responsible for the loan. I was responsible for the payment while I was driving it. Therefore, I am requesting a refund in the amount of $573.03. Thank you

  Customer Answer

  Date: 08/02/2023

  Hello,
  This is ****** ****** emailing you in the above complaint. My husband, **** *. ******, passed away unexpectedly on March 5, 2023. At the time of his passing, I did not know which bank he was financing his vehicle through. I called area banks and he was not on an account there. A few weeks had passed and a letter came from First National Bank in regards to the late payment. I went to the bank and explained that my husband had passed away. As I made the payment for April in cash, I asked "can the late fee be waived?" I was told, "no." I also asked when are the payments due and the teller told me that she couldn't tell me because I was not on the loan. I explained that I did not want to keep paying a late fee. I called the corporate office and explained my situation to the representative in the loan adjustors department and asked him (Jayden) if the late fee could be waived given the circumstances and he told me, no. When I made the payment for May I paid by check and asked for the account number. The teller said that she could not give it to me because I wasn't on the loan. I said,  I want to put it in the memo section of the check. The teller gave it to me and again, was told that my husband would have to come in and add me on to his car loan. Again, I told the tellers that he had passed away. The teller then said that they would need a copy of my husband's death certificate (I did that). A day or two later I went back to the bank. I asked again when are the payments due? I was told the same thing and that my husband would have to come in. I said to the teller, I brought in his death certificate and the man (Matthew) scanned it. How can he come in? I tried to refinance and put the vehicle in my name but I was declined. I asked if the vehicle can stay where it is? The bank manager  (Elizabeth) said, yes. After the insurance lapsed with Allstate, I tried to put the vehicle on my policy with Erie. I couldn't carry the vehicle over to my Erie policy because the vehicle was not in my name. I contacted Allstate to reinstate the policy but the agent told me that I would have to have the policy written in my name. I did that and instead of having two insurance policies, I carried my vehicle over to Allstate and canceled with Erie. This was on Tuesday, July 25, 2023. The next day, Wednesday, July 26, I was back at the bank to make the July payment by check and asked how much. The teller told me $473.03. I asked, why is the payment so much? The manager said because it's late. I said, how is it late when it's due on the 26th and today is the 26th? The manager said because of the late fee. I said what late fee? She said from March. I said he passed away in March and I didn't know where the vehicle was financed. I asked will this late fee roll over every month? She said yes. I then wrote another check for $100 and told the teller to apply it towards the late fee. A total if $573.03 is what I paid to First National Bank on July 26th. It was Thursday, July 27th when I went back to the bank around 9:15 a.m. to meet with the bank manager to discuss the refinance rejection. After a brief talk about the loan, the manager says to me, "I don't want to scare you, but if anything happens to this car (my husband's), say there's $8,000 in damages, the insurance company will write out the check to **** ****** because the car is in his name and you'll be stuck with a pile of tin and a check you can't cash because **** is not here to sign it. At that point, I said, I'll surrender the vehicle. I asked the bank manager if I could get my money back from the payment I made yesterday. She said no. I said, that's crazy. I just made the payment yesterday and is surrendering today and I can't get my money back? She said no. She then called the loan adjustors number and spoke with Jayden. I didn't hear their conversation but she told him about the refund I was seeking and asked him if he wanted to speak to me because I was sitting right here. He said no, she will have to call back. I called back and explained the situation again about the refund and he told me, no. I cant get a refund. I told him that the payment was made yesterday and I'm surrendering the vehicle today. He said I would need to speak with someone else. I told him that I expect a call back by 1:00 p.m. because I don't want that dragged out to where another payment is due. Manager told me if I did not receive a call back by 1:00 to call her back and she will call them back. After no call at 1 p.m., I called the manager back at 1:30. I ended up getting a call back and explained the situation about the refund again. This guy (Matt) told me that I can't get my money back because I voluntarily made the payment because I didn't have to. I told him I made the payment because I had the car. Had I not made the payment it would be a totally different conversation. He said, this is not some store where you purchase something and don't like it and get your money back. The bank wouldn't tell me when the payments were due because I wasn't on the loan. I couldn't get the account number to put on my check because I wasn't on the loan. The bank took four months of payments from me but I wasn't on the loan. 
  Please help. 
  Thank you,
  ****** ****** 

  Customer Answer

  Date: 08/02/2023

  Thank you. Notice the different amounts in the payments. Even by making two payments in June I was still paying late fees. Also, by driving the vehicle I took responsibility for the payments. Allstate Insurance will be issuing a full refund. 
  

  
  

  Customer Answer

  Date: 08/08/2023

  Also, I would like to request the return of all late fees. First National Bank should not penalize me for my husband's unexpected passing. 
  
  ****** ****** 
  

  
  

  Business Response

  Date: 08/14/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau (BBB) on 
  July 31, 2023, regarding your spouse’s auto loan at First National Bank of Pennsylvania (FNB).

  
  We have reviewed the details of your complaint regarding the repossession of your spouse’s vehicle. On May 11, 
  2023, you spoke with the Loan Adjustments department via phone and advised your spouse had passed away. You 
  further advised the Loan Adjustor that you intended to keep the vehicle and made a monthly payment at the 
  Aliquippa Office. Loan Adjustments agreed that you could retain the vehicle if you wished to do so, if you were 
  able to keep the loan in good standing.

  
  You continued to make payments on the loan, which are due on the twenty-sixth day of each month in the amount 
  of $454.87. If payments are not made within ten (10) days of the due date, a late charge in the amount of 4% of 
  the amount past due is applied. Late charges accrued in March, April, and May because payments were not made 
  within this timeframe. On July 26, 2023, you visited the Aliquippa Office to make a payment, and you were advised 
  the amount due was $473.05 because of the late charges. You made a payment in the amount of $573.05 and your 
  next due date would be August 26, 2023.

  
  You advised the Loan Adjustments department via phone on July 27, 2023, that you wished to surrender the 
  vehicle. You were advised by Dennis Flynn, a Manager in the Loan Adjustments department, that the payment you 
  made on the previous day would not be refunded. Because this payment was made by you and applied to the loan 
  prior to your decision to surrender the vehicle, it will not be returned.

  
  On July 31, 2023, the vehicle was voluntarily surrendered. The enclosed notification was mailed to your address on 
  August 1, 2023, and states that the vehicle may be redeemed prior to August 16, 2023, after which the vehicle will 
  be sold. In the event you choose to redeem the vehicle, you will be required to pay the repossession and storage 
  fees prior to taking possession of the vehicle.

  
  We hope this response to your complaint meets your satisfaction.

  
  Sincerely,
  Loan Servicing
  First National Bank

  Customer Answer

  Date: 08/17/2023

  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.
  
  
  
  Hello, I read the response from First National Bank. My interest is in receiving the car payment back that I paid in July. I'm not responsible for the loan since, in the words of First National Bank, I'm not on the loan. Also, the letter states that the payments are due on the 26th of the month and past due ten days after. Please refer back to the difference in amounts for the months of May, twice in June and July. 

  
  Thank you,

  
  ****** ****** 

   

  
  
  
  

• Initial Complaint

  Date:07/23/2023

  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.

  The bank couldn't handle my complaints and criticisms of their miserable existence. They have closed my accounts with out my knowledge and while I have outstanding checks clearing as I write.

  Business Response

  Date: 08/07/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on July 24, 2023, regarding your checking account at First National Bank of Pennsylvania (FNB).
  Pursuant to the Deposit Account Agreement (DAA) provided at account opening and enclosed for your 
  reference, FNB reserves the right to close your account at any time and for any reason. On June 28, 
  2023, the enclosed letter was mailed to you advising that your account will be closed in thirty (30) 
  business days. FNB received confirmation that the letter was delivered to your address on file on 
  June 29, 2023.

  
  On July 24, 2023, my colleague, Market Manager Teresa K*****, contacted you via phone regarding your 
  inquiry while I was out of office. Ms. K***** followed up with you and confirmed that your account will 
  be closed on August 11, 2023, and that you may close out your accounts prior to that date if the checks 
  you had written present to your account. Please note that any checks that may present to your account 
  after it is closed will not be paid, and we are not liable for any costs you may incur because we close 
  your account. You advised Ms. K***** that you were traveling at the time, and she provided you with an 
  electronic copy of the letter on July 25, 2023, for your reference.

  
  Sincerely,

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

  Customer Answer

  Date: 08/07/2023

  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.
  
  
  

  Typical and expected fabrication.  You do not have permission to close my account.  See you in court…

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

• Initial Complaint

  Date:06/29/2023

  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 contacted FNBP regarding an account which was opened in my name and closed in the negative. They informed me if I paid the entire amount owed they would remove it from my ChexSystems report. I proceeded to pay the entire amount, and FNBP updated my ChexSystems report to say 'PAID' instead of deleting it like they said they would. I want FNBP to do as they stated they would, and as the collection agency stated is FNBP policy.
  
  Full Name: ******* *** ******
  SSN: ***********
  DOB: ***** **** ****

  Business Response

  Date: 07/14/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on June 29, 2023, regarding your checking account at First National Bank of Pennsylvania (FNB).
  We have reviewed the details of your complaint regarding the reporting of your charged-off account. 

  
  Our previous written response to your complaint dated April 26, 2023, regarding your account status is 
  enclosed for your reference. When a charged-off balance is paid through a collection agency, your Chex 
  Systems report will show the account as paid to confirm there is no longer a charged-off balance that is 
  owed. However, as a courtesy, we have removed this account from your Chex Systems report as of July 
  10, 2023.

  
  We hope this response to your complaint meets your satisfaction.

  
  Sincerely,

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

• Initial Complaint

  Date:05/25/2023

  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.

  Applied for a loan at First National Bank on McKnight Rd in Pittsburgh PA. The loan officer was a very new employee and unfamiliar with the process. In our conversations he told me that a credit report would be pulled ( however it would be a soft pul. However it was a hard pull and everything he expressed he totally forgot. The application was to be joint with my daughter. She and I both had super credit scores. Both of us have worked hard to increase our scores. And she and I are both receiving invitations for preapprovals for loans and credit cards, which we both have rejected. What has concerned us is that our credit scores have dropped and I believe if this agent had listened to my directives, denial would not have happened. And his word about credit reports being a soft pull would’ve not resulted in a drop in our scores.

  Business Response

  Date: 06/08/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on May 25, 2023, regarding your loan application at First National Bank of Pennsylvania (FNB).
  On May 23, 2023, you visited the McKnight Road Office to inquire about applying for a loan. After 
  determining what type of loan would best suit your financial needs, a Customer Service Representative 
  assisted you with completing and submitting a joint application for an unsecured loan. 

  
  Your application was declined that same day because your Debt-to-Income Ratio and delinquency on 
  existing accounts exceeded the threshold set forth by FNB’s Underwriting eligibility guidelines. The 
  enclosed Adverse Action Notice was provided to you that same day. We have found no evidence to 
  support the claim that you were advised the loan application would result in only a soft credit inquiry. 
  Because there is no evidence of bank error, the credit inquiry is valid.

  
  We hope this response to your complaint meets your satisfaction.

  
  Sincerely,

  
  Linda L********
  Market Manager
  Pittsburgh Region
  First National Bank

• Initial Complaint

  Date:05/23/2023

  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.

  ive been charged multiple times for overdraft fees while in a positive balance.
  the bank workers are seriously the rudest ive ever met. i never had a issue with this bank ive been here 8 years until this past year and its terrible. ive had my acct hacked multiple times and also these overdrafts.
  I AM FAR FROM THE FIRST OR EVER 50TH PERSON THEY ARE DOING THIS TO DAILY

  Business Response

  Date: 06/06/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on May 23, 2023, regarding your checking account at First National Bank of Pennsylvania (FNB).
  We have reviewed the details of your complaint regarding the Overdraft fees (OD fees) assessed to your 
  account. Pursuant to the Deposit Account Agreement provided at account opening and enclosed for 
  your reference, debit card preauthorizations are initiated when you make a purchase without entering 
  your PIN. This is a two-step process controlled by the merchant and may take several days to complete. 

  
  The merchant first preauthorizes a transaction amount that will later settle to your account as final 
  payment of the transaction. Your available balance is the amount of money you have in your account 
  that is available for you to use, and any transaction that we receive as posted, pending or preauthorized 
  to your account will affect your available balance.

  
  On May 22, 2023, the ending balance for your checking account was $1,174.12. To determine your 
  available balance, we take your ending balance from the prior business day plus or minus any 
  preauthorized debits or available credits. A deposit in the amount of $17.07 was credited to your 
  account that day, and there were twenty-five (25) preauthorized transactions pending in the amount of 
  $864.78. Because of these transactions, your available balance to pay items on May 23, 2023, was 
  $326.41. From your available balance, your account was presented with fourteen (14) items totaling 
  $420.74, which posted to your account leaving a negative balance of $94.33. The OD fee assessed to 
  your account on May 24, 2023, totaling $70.00, was caused by the following transaction amounts: 
  $19.86 and $17.85.

  
  Please note that effective January 15, 2023, FNB no longer charges OD fees for everyday debit card 
  transactions that are approved with sufficient funds but post to your account against an insufficient 
  balance per the enclosed DAA. Because of this, the following transactions that posted to your account 
  on May 23, 2023, were not assessed an OD fee: $60.00, $36.00 and $4.03.

  
  In addition to the courtesy refund in the amount of $105.00 that Branch Manager Michele L****** 
  advised you of on March 2, 2023, in response to your previous refund request, a final courtesy refund in 
  the amount of $315.00 was credited to your account on June 2, 2023. Please keep in mind that going 
  forward, no further fees will be refunded to your account unless they are a result of bank error. A copy 
  of your recent transaction activity is enclosed for your reference.

  
  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 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:05/16/2023

  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 4/4/23 I filed a withdrawal dispute with First National Bank for a charge of $1194. After researching the issue, I learned it was a valid charge for University of Phoenix so I went online and withdrew the dispute on 4/10/23. On 4/19/23, they went ahead and retracted the funds from the University of Phoenix anyway. On 5/10/23 I called FNB customer service and she was able to confirm the payment was retracted from the school, but was sitting in limbo with Visa. I have to skip this school semester because they have not released the funds. So I called today and was told by someone who says she was there for 8 years that the payment was never retracted and the first person I talked to gave me wrong information and I have to make a copy of the UoP transaction. In fact, she was lazy and did not do her job. I called later and I had to act out to get help, and finally everything I said was confirmed, but now I am being told it will take 90 days from 5/10/23 to get my money back because they are so busy. People need jobs, they should hire more people to provide the minimum and basic services in a timely manner. So now that my account is overdrawn they are making money off of me for not having enough people to perform basic banking functions. Just a bunch of lazy people who don't want to work hard to make customers happy. Customer service cannot solve any problems or escalate issues.

  Business Response

  Date: 05/26/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on May 16, 2023, regarding your debit card dispute at First National Bank of Pennsylvania (FNB).

  
  We have reviewed the details of your debit card dispute. On April 4, 2023, you called the FNB Contact 
  Center to dispute a transaction in the amount of $1,194.00 that you stated was unauthorized. On April 
  13, 2023, you were provided the enclosed notification, which states that the dispute investigation could 
  take up to 90 days. FNB submitted your dispute to Visa in order to proceed with the investigation on 
  April 17, 2023.

  
  The following month, on May 10, 2023, you called the FNB Contact Center again and advised that you 
  wanted to cancel your dispute. Because the dispute was already in process with Visa, your dispute could 
  not be cancelled. On May 22, 2023, the dispute investigation was completed, and your account was 
  permanently credited $1,194.00 for the transaction. That same day, the enclosed dispute notification 
  was provided to you, advising that your account was credited. A copy of your checking account 
  statement showing the credit is enclosed for your records.

  
  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,

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

• Initial Complaint

  Date:05/10/2023

  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 May 12, 2022, $762.00 was taken fraudulently out of my business account by Comcast Business Web Pay. After several months, $350.00 was credited back to my account. I was told the bank would protect further fraud occurrences. The bank said if this occurs again, I needed to open a new account. On April 11, 2023, $1764.00 was again removed fraudulently from this same bank account by Comcast Business Web Pay. I attempted to open another account, as directed previously, without success.
  On .April 16, 2023, $895.00 was seen in my account as a pending withdrawal transaction from Comcast Business Web Pay. I immediately contacted the bank, and this withdrawal was reversed. I went to the bank to request an appointment with the regional manager, and was told they would get back in touch with me. I am in need of the $1764.00 be returned to me without delay. In 14 months as a customer in this bank, 3 fraud activities have been noted on this account. Am hoping for a quick resolution Thank you in advance for your help

  Business Response

  Date: 05/24/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on May 10, 2023, regarding your business checking account at First National Bank of Pennsylvania 
  (FNB).

  
  We have reviewed the details of your complaint regarding your Automated Clearing House (ACH) 
  dispute. Pursuant to the Deposit Account Agreement (DAA) provided at account opening and enclosed 
  for reference, it is your responsibility to regularly review your account activity and promptly notify FNB
  of any unauthorized transactions. The DAA further states that per National Automated Clearing House 
  Association (NACHA) guidelines, you must notify FNB of an unauthorized ACH debit by 3:00 PM Eastern 
  Time of the business day following the day the transaction posts to your account. Upon notification, we 
  will review the circumstances concerning the unauthorized transaction and any rules that apply to this 
  type of transaction.

  
  On April 17, 2023, you called the FNB Contact Center to report an unauthorized ACH transaction. The 
  Contact Center Supervisor who assisted you filed a dispute on your behalf for the transaction that 
  posted to your account on April 11, 2023, in the amount of $1,764.20. You advised the supervisor that 
  you had conducted business with this merchant, however you had authorized debits of a different 
  amount. Your dispute was declined because the transaction was reported outside of the timeframe 
  stated in the DAA.

  
  You visited the Owings Mills Office on April 18, 2023, where the employee who assisted you provided 
  available options to prevent this activity from occurring on your account moving forward. You advised 
  that you did not want to open a new account or enroll in additional services that monitor your account, 
  such as ACH Debit Filter. We encourage you to either close your account and open a new one with a 
  different account number, or to review the enclosed ACH Debit Filter information again if you would like 
  to enroll. Per the enclosed DAA, if we have recommended that you use a fraud prevention service or 
  industry best practice, such as closing your account and utilizing a new account, and you decide to not 
  implement the recommendation, then you are responsible for all losses that could have been prevented 
  or mitigated by the correct use of the service or best practice.

  
  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: 05/26/2023

  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,
  
  
  
  ******* ***********

  Customer Answer

  Date: 06/13/2023

  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.
  
  
  
  Thank you for your response regarding the issue I reported to the Better Business Bureau. However, I must clarify that the response from First National Bank is incorrect. I want to emphasize that I have never conducted any business with the accountant who fraudulently withdrew $1764 from my bank account.
  
  
  
  The fraudulent withdrawals were made by an account that falsely presented itself as Comcast, but it had a different banking number (*********) and an ACH company ID number of ********** from a ***** ***** account. It is essential to note that the legitimate Comcast bank account number is ******* ********* *******, under the name "COMCAST." These are two distinct bank accounts.
  
  
  
  I have experienced this exact scam three times, and although the bank was able to prevent it once, they have been unable to fully resolve the issue and prevent it from occurring again. I believe it is crucial for the bank to take further action and provide additional assistance in stopping these fraudulent activities.
  
  
  
  I appreciate your attention to this matter and look forward to a resolution that protects my financial security.
  
  
  
  Sincerely,
  
  ******* ************