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

  2634 Darlington Rd Beaver Falls, PA 15010

• 

  First National Bank of PA

  202 Devine Dr Wexford, PA 15090

• 

  First National Bank of PA

  1701 Duncan Ave Allison Park, PA 15101

• 

  First National Bank of PA

  2100 Washington Pike Carnegie, PA 15106

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:05/08/2023

  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.

  My mortgage company (First national Bank of PA), has reported late payments of my mortgage to credit bureaus.
  
  After several attempts to rectify this matter, I was told that my mortgage increased significantly, due to the fact that my mortgage insurance policy was cancelled and the mortgage company had to add insurance to my mortgage at an astronomically, higher rate.
  
  I didn't know this because I never received a notification.
  
  I continued to send my normal mortgage payment (on time, every month).
  
  I called my insurance company and they told me that my insurance was cancelled because the premiums were not being paid by the mortgage company.
  
  I called my mortgage company and asked them why they were not paying my insurance premium and they explained that they never received an invoice from the insurance company.
  
  After many attempts to correct this situation with First national Bank of PA, I was told they would work to correct the matter. Needless to say, they did nothing.
  
  They continue to place blame on the insurance company, but they can explain why they kept receiving my payment money without making the payments.
  
  I called the mortgage company several more times because they kept telling me that they would correct this problem by getting my account updated with the correct insurance information and straighten out my account.
  
  After all the back and forth, they mortgage company did nothing.
  
  I called them again, today, May 8, 2023 and they kept me on the phone for over an hour.
  
  They again stated that they would correct the situation, but after some time being placed on hold, they hung up on me multiple times.
  
  I called back several times, but they kept hanging up on me.
  
  They stated that they would try to correct the situation, but, they didn't seem sure if they could.
  
  I was treated with disrespect and unprofessionalism.
  
  I asked to speak to a supervisor due to my skepticism.
  
  I spoke to Roger.
  
  He gave the the same run around as all the other reps I spoke to.

  Business Response

  Date: 05/22/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on May 8, 2023, regarding your mortgage loan at First National Bank of Pennsylvania (FNB).

  
  We have reviewed the details of your complaint regarding the purchase of Force-Placed Insurance (FPI) 
  for your mortgage. Per the enclosed loan note that you signed on February 11, 2022, if you fail to 
  maintain hazard insurance for your home, FNB may obtain insurance coverage on your behalf and at 
  your expense as the borrower, and that such coverage could be significantly more expensive than the 
  insurance you may purchase yourself. The note further states that FNB may require you to promptly 
  provide receipts of paid premiums and renewal notices. 

  
  On July 20, 2022, the FNB Mortgage Servicing department provided a notification to you requesting your 
  insurance renewal bill. After FNB had not received this documentation from you, additional notifications 
  (enclosed) were provided to you on August 18, 2022, and September 22, 2022, which advised that your 
  hazard insurance had expired and that FNB had not received current proof of coverage. 

  
  The enclosed notification provided to you on October 13, 2022, states that FPI was purchased on your 
  behalf in the annual premium amount of $2,543.80 and was added to the principal balance of your loan. 
  On February 10, 2023, the enclosed Escrow Analysis was provided to you, which advised that your new 
  monthly payment amount is $2,402.95 effective April 1, 2023, in which $1,289.32 would be applied to 
  your escrow to account for the cost of taxes and hazard insurance. Because the payments you made in 
  April and May were only in the amount of $2,000.00, your mortgage is currently past due. A copy of 
  your May 19, 2023, statement is enclosed for your reference, which advises that $3,320.21 is due on 
  June 1, 2023, in order to bring your loan current.

  
  As of the date of this letter, FNB has not received current proof of coverage. If you are able to provide 
  proof of sufficient hazard insurance coverage between the lapse dates of July 31, 2022, and July 31, 
  2023, the FPI and corresponding cost for the applicable dates may be removed from your loan. You or 
  your insurance carrier may submit proof of coverage via fax to ###-###-#### or via email to 
  *******************************.com. 

  
  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

• Initial Complaint

  Date:05/06/2023

  Type:Sales and Advertising 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.

  Recently, my wife and I fell prey to a bait and switch at First National Bank while obtaining a mortgage. We were told we qualified for a specific loan product due to the educational degree and careers we hold. Shortly after committing to doing business with First National we were told we no longer qualified due to a technicality that was never disclosed to us. I have attached a detailed account of the events that took place. This situation was quite complex, but I tried to be as concise as possible. Please do not hesitate to reach out to me for further discussion as I feel there may be added value in a conversation. Thank you.

  Business Response

  Date: 05/19/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on May 6, 2023, regarding your mortgage loan with First National Bank of PA (FNB). 

  
  On May 19, 2023, Scott W********, Manager of Mortgage Compliance and I spoke with you via phone 
  regarding the details of your complaint. During our conversation, you expressed the financial burden 
  your family was put under due to the Private Mortgage Insurance (PMI) you were not expecting to have 
  to pay under the original loan program for which you applied. Furthermore, the required payoffs of 
  other debts which were at a 0% interest rate compounded that burden. 

  
  We are pleased that we were able to work together with you to determine an amicable resolution to 
  those concerns as discussed. We look forward to speaking with you early next week to further discuss 
  the details of our proposed resolution and the next steps in that process. If you have any questions or 
  concerns in the interim, please do not hesitate to contact Scott at ###-###-####. 

  
  We apologize for any inconvenience you may have experienced 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.

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

  Customer Answer

  Date: 05/31/2023

  
  
  
  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. 

  Today I accepted what I consider a fair resolution to my dispute with FNB and I am please. If you could make sure my complaint is settled and FNB does not get any negative impact on BBB we would appreciate that.
  
  Thank you,
  
  
   
  
  
  ***** **********

• Initial Complaint

  Date:05/05/2023

  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 reported a theft from our business bank account to FNB in January 2023. During 2022 a debit card had been removed by a family member from the office desk over a hundred times, used to make cash withdrawals and returned to the desk. This person also took the bank statements from the mailbox and burned them, convincing Mr. ***** the USPS had lost them or the bank stopped mailing them. The bank NEVER flagged these transactions, which were highly suspicious for our account. Next, the bank waited 2 months before allowing us to file an investigation report and did not help direct us in any way to protect the assets any further. We had to seek advice from another bank where we moved most of our money. Had the bank protected our account and notified us, this would not have happened for so long. Also, this could have been resolved with the police if the bank had been cooperative instead of finding this some how amusing. After we sent the attached letter back to FNB Card Services, we received a call from the manager saying she felt slandered against. We did not make any false accusations and are able to provide documentation for what we have reported.

  Business Response

  Date: 05/22/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on May 8, 2023, regarding your business checking account at First National Bank of Pennsylvania 
  (FNB).

  
  We have reviewed the details of your complaint regarding a debit card dispute. Pursuant to the Deposit 
  Account Agreement (DAA) provided at account opening and enclosed for reference, it is the 
  accountholder’s responsibility to protect sensitive account information, such as debit cards, and to 
  regularly review account statements for unauthorized activity. If there is unauthorized activity 
  identified, you must promptly notify FNB within sixty (60) days after the statement was mailed or made 
  available to you. If FNB is not notified within this timeframe, you will be liable for any additional 
  unauthorized transactions that occurred after the 60-day period and before you provided notice to FNB. 

  
  On March 21, 2023, Mr. ***** visited the Maynard Street Office and reported a $500.00 ATM withdrawal 
  as unauthorized, and Branch Manager Jessica D******* filed a dispute on his behalf. Mr. ***** notified 
  Ms. D******* of additional transactions to be disputed on March 23, 2023. The transactions that were 
  disputed occurred between January 10, 2022, and December 27, 2022. The account was provisionally 
  credited $500.00 on March 21, 2023, per the enclosed dispute notification provided that same day.
  On April 6, 2023, the dispute investigation was complete, and the enclosed dispute notification was 
  provided, which advises that your account was permanently credited for the transactions that occurred 
  between January 10, 2022, and April 1, 2022. The disputed transactions that occurred beginning on April 
  2, 2022, were not accepted because they occurred after the 60-day timeframe in which the statement 
  was first provided that reflected the unauthorized transactions. As of April 6, 2023, your account has 
  been credited $2,760.00 of the total amount disputed, $23,240.00.

  
  Please note that on March 10, 2023, you changed your statement preferences to receive electronic 
  statements moving forward. We also recommend reviewing the enclosed DAA for additional steps that 
  you can take to reduce the risk of fraud on your business 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,

  
  Michael G*****
  Market Manager
  Central Mountain Region
  First National Bank

• Initial Complaint

  Date:03/30/2023

  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 was at the bank in Uniontown, PA on 3/27/23. I made a deposit of $300 into my account for upcoming bills that were coming out of my account. Well the employee (Penny) I dealt with deposited my money into someone else's account. Because of this I had to put my YoutubeTV bill onto my credit card. Now I'll have to pay interest on my TV bill. I just don't understand how that mistake could have been made, because she had my debit card in hand.
  So, I went to the bank on 3/30/23 because my money never went into my account and that when I found out she put it into someone else's account. They told me they really couldn't do anything without my receipt. So I had to go home and go thru my garbage to find my receipt. Which is ridiculous. So, I found my receipt in the trash drove it back down there for them to see it. I went home and then they called me and told me I had to drive back down there so they could make a copy of my receipt.
  I had to make 3 trips to the bank because of one employee's (Penny) mistake. JUST HORRIBLE SERVICE!!!!

  Business Response

  Date: 04/14/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau 
  (BBB) on March 31, 2023, regarding your checking account at First National Bank of Pennsylvania (FNB).
  We have reviewed the details of your complaint regarding a recent deposit. On March 27, 2023, you 
  visited the Uniontown Office to deposit $300.00. The teller who assisted you with the deposit 
  inadvertently credited the incorrect account. On March 30, 2023, you visited the Uniontown Office again 
  to advise that the deposit did not post to your account. 

  
  Branch Manager Karla S******* assisted you with your request and suggested that you locate the 
  receipt in order to provide a specific time when the deposit was made in order to locate the missing 
  funds. You provided Ms. S******* with the receipt later that same day, and the deposit was successfully 
  credited to your account. Ms. S******* apologized to you regarding the deposit and any inconvenience 
  it may have caused you. We have used your experience as a coaching opportunity to ensure that FNB 
  continues to provide exceptional customer service.

  
  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,

  
  Todd J****
  Market Manager
  Pittsburgh Region
  First National Bank

• Initial Complaint

  Date:03/23/2023

  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.

  This is in regards to First National Bank in Goldsboro on the corner of Ash and Spence.
  
  Truist on Ash St.
  
  PSA DONT BANK WITH First
  National Bank.
  
  They literally stole $200 from me.
  
  I lost my bank card and somebody was living they best life off $200. Well of course there was overdrafts. That bank let the overdrafts go over -$700. Unbeknownst to me I reported lost on Feb 8th. The last transaction was January 31st. They denied refunding my money because they said I had a transaction after I reported lost. They wouldn't tell me or the branch rep what transaction that was.
  
  The branch rep was just as confused.
  
  AND @Truist accommodated the VA to take $3200 from my account for a family member obligation that has nothing to do with me nor any affiliation with my bank account. We were on a separate joint account previously.
  I'm currently working with the VA and the US treasury. They both agree it shouldn't happen.
  
  I'm bout to pull all of my money out of all my banks. SMH
  
  FNB Corporation

  Business Response

  Date: 04/10/2023

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

  
  We have reviewed the details of your complaint regarding your debit card dispute. On January 27, 2023, 
  the ending balance for your checking account was $93.76. Saturday, January 28, and Sunday, January 29, 
  were non-business days and no transactions posted to your account. 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 January 30, 2023, was $84.62, because 
  of two (2) pending debit card transactions totaling $9.13. From your available balance, your account was 
  presented with thirteen (13) items totaling $152.80, which posted to your account leaving a negative 
  balance of $68.18. 

  
  The Overdraft fee (OD fee) assessed to your account on January 31, 2023, totaling $74.00, was caused 
  by the following transaction amounts: $8.53 and $8.42. Only two (2) transactions caused the OD fee 
  because the other transactions that posted to your account on January 30, 2023, were initiated when 
  there were sufficient funds in the account. Your account remained overdrawn and was assessed an 
  $8.00 Continuous Overdraft fee (COD fee) beginning on February 1, 2023, and each business day 
  thereafter per the enclosed Business Fee Schedule.

  
  On February 8, 2023, you called the FNB Contact Center to report debit card transactions that you 
  alleged were not authorized. The Contact Center Representative (CCR) who assisted you filed a dispute 
  on your behalf. The dispute investigation was completed on February 21, 2023, per the enclosed 
  notification provided to you that same day. The dispute was declined because transactions occurred on 
  your card during the timeframe that you stated your card was lost or stolen that you did not dispute. As 
  a result, the disputed transactions, OD fees and COD fees are valid.

  
  In early March of 2023, you contacted the Goldsboro Office to inquire about your dispute outcome. You 
  were advised by the employee who assisted you that you would need to review your statement and 
  provide any additional transactions that you would like to dispute. As of the date of this letter, FNB has 
  not received further notification from you regarding additional transactions that you would like to 
  dispute. Pursuant to the Deposit Account Agreement (DAA) provided at account opening and enclosed 
  for your reference, it is your responsibility as the account holder to review your account activity and 
  promptly notify FNB of any unauthorized transactions.

  
  Per the enclosed DAA, if your account balance remains negative, FNB reserves the right to close your 
  account and report this information to consumer reporting agencies and initiate collection efforts. On 
  March 20, 2023, your checking account was charged-off with a balance of negative $746.37 and sent to 
  Torres for collection. Please contact Torres at 866-756-6801 to discuss your account further. A copy of 
  your transaction activity is enclosed for your reference.

  
  We hope this response to your complaint meets your satisfaction.

  
  Sincerely,

  
  Brad J****
  Market Manager
  Raleigh-Durham Region
  First National Bank

  Customer Answer

  Date: 04/10/2023

  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.
  
  
  
  Good evening,
  
  I saw your response and I rejecting. Again, your response is breaking down transactions I didn't do. Can fnb comprehend this? I charita Michele Holmes didn't do. To my knowledge my last authorized transaction is uec movies and A $20 withdrawal. Now yall are saying you don't have the dispute I did at my local branch with Susan. And why did Fnb let those overlimit fees grow to $740 WHEN I REPORTED LOST ON FEB 8TH ACCORDING TO YOUR LOCAL BRANCH. YALL DOING SOME FRAUDULENT STUFF. BUT I HAVE REPORTED TO MY CONGRESSMAN AS WELL. THIS NEED TO BE OFF MY CREDIT NOW. I UNDERSTAND YALL JUST STOLE MY $200 BUT MY CREDIT. I WILL NOT REST UNTIL RESOLVES. EVERY BANK I EXPLAINED THIS TOO IS IN AWW. **** *******, **** ******, ARE ALL SAYING WATCH MY CREDIT REPORT. FIX THIS

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

• Initial Complaint

  Date:03/08/2023

  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.

  Once again locked out of my account for no good reason. FNB does not answer the phone. Still understaffed and poorly managed.

  Business Response

  Date: 03/22/2023

  Dear Mr. *****,

  Please accept this letter in response to the complaint that we received from the Better Business Bureau (BBB) on
  March 9, 2023, regarding your checking account at First National Bank of Pennsylvania (FNB).
  

  On March 8, 2023, you called the FNB Contact Center and advised that you were unable to access your Online
  Banking. Your call was escalated to a Contact Center Supervisor (CCS) upon your request. You expressed
  dissatisfaction regarding the amount of time it took to speak to a representative, and the CCS apologized for the
  inconvenience and advised that a complaint would be filed on your behalf.
  

  The CCS assisted you with gaining access to your Online Banking and assured you that FNB would not arbitrarily
  restrict your online access. The CCS explained that as a security measure, incorrect login attempts cause your
  access to become suspended. You confirmed with the CCS at the end of the call that you were able to successfully
  login and view your account. We have also confirmed that the status of your Online Banking remains active.
  

  We hope this response to your complaint meets your satisfaction.
  

  Sincerely,
  

  Edward D****
  Market Manager
  

  Customer Answer

  Date: 04/05/2023

  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 following up.  The most recent complaint to the bbb was another instance after the last one.  
  In an effort to encourage the president of this organization to recognize his continued failed customer service policies.  Poor management and intentional under staffing.  
  
  The public must be made aware of what this each and every time. Until they do something about it.   The  bbb complaints will continue to establish the pattern that has been going on way to long. 
  
  I have also filed a complaint with the banking commission that has not been answered yet. 
  
  Thank again,
  Keep up the good work…
  ***** ***** 
  
  

• Initial Complaint

  Date:02/24/2023

  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 opened a checking account with First National Bank around November 2022. As part of the sign up, a $150 bonus was offered for initiating 10 bill payment transactions within the first 90 days. I completed this requirement - the final payment was initiated near the end of the 90 days. However, FNB is denying the payment of the bonus because the business receiving the final payment did not deposit the payment until 4 days after the 90 day window. This is an unreasonable requirement, as I have no control over when the business deposits the check. Furthermore, such a requirement gives FNB the ability to hold a bill payment for a few days in a situation such as mine in order to avoid having to pay out the bonus.

  Business Response

  Date: 03/10/2023

  Please accept this letter in response to the complaint that we received from the Better Business Bureau (BBB) on February 24, 2023, regarding your checking account at First National Bank of Pennsylvania (FNB). 

  
  We have reviewed the details of your complaint regarding a promotional reward for your checking account. On October 28, 2022, you opened your checking account on FNB's website and entered the promotional code for the Penguins Power Play Package (PPPP) promotional reward. The enclosed PPPP disclosure states that, to qualify for the full $400.00 reward, $2,500.00 or more in direct deposits must be credited to your account and at least ten (10) qualifying FNB Online Bill Payments must be initiated from your checking account within the first ninety (90) days after account opening. 

  
  On January 27, 2023, the promotional reward for qualifying direct deposits was credited to your account in the amount of $250.00. On February 25, 2023, you called the FNB Contact Center to inquire about the status of the $150.00 promotional reward for making ten online bill payments. Because the tenth bill payment was issued via check and cashed after the ninety-day timeframe, you were advised that you were not eligible for the remaining promotional reward. However, after further review, the additional $150.00 promotional reward was credited to your account on March 2, 2023. 

  
  We apologize for any inconvenience you may have experienced because of the delay in receiving your promotional reward and 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, 

  
  Todd J**** 
  Market Manager Pittsburgh Region First National Bank

• Initial Complaint

  Date:02/15/2023

  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 Jan 31 2023 I was charged $74 for od fees when according to the website, my account never had a negative balance. Contacted customer service thru the online message center requesting an explanation or refund since I couldn't understand why I was being charged, thought it was a simple mistake and would be corrected quickly. Asked to be contacted thru the message center or email as I do not have a working phone right now and can't be reached by telephone. Should be simple as the message center is much more security to protect identity than a phone call. To date, I have received no resolution providing proof that my account had a negative balance or reversing the charge. I have attached documentation below showing the account activity on Jan 31 which shows each transaction singularly listed along with the account balance after each transaction is added or subtracted. I also took another screenshot tonight to show more detail once the od fee cleared and again, nothing is showing a negative balance. If the online account detail is not accurate, why have it? Have been a customer of fnb for over 25 years and do not understand accommodating a customer that doesn't have a telephone by using another secure means of communication to reach resolution. Very disappointed.

  Customer Answer

  Date: 02/17/2023

  I wasn't sure how to update my complaint no. ********. Today, when checking my account balance, I saw that fnb has refunded me the $74 od fees with no explanation as to why I was charged to begin with. As they have refunded the funds, I can only assume it was due to bank error and I am satisfied with the resolution.
  
  Thank you,
  
  ******** **********

• Initial Complaint

  Date:02/10/2023

  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.

  1. FNB was asked to cancel a check within 8hours of it being issued
  **FNB did NOT cancel the check nor reach out to me for clarification
  **The check was cashed
  2. FNB charged me 74.00 for stop payment on the check referenced here
  ***FNB was contacted because of the charge for an action they did NOT completed
  **FNB said they would SEE about recovering the charge.
  **FNB only reimbursed me 37$ for the stop check fee but keep in mind they didn't stop the check
  
  Also of note to consumers, I used my debit card to make a purchase last summer. The merchant threw me out with wet hair. FNB was contacted as soon as I left the establishment with details given. FNB said they were sending paper work to reimburse me for the charge, I filled out the paperwork then FNB stated they never received it so couldnt reimburse me. THE BB found that the company sent me papers and accepted that as their response when the outcome was that I DID send l.material back and was Still NIT reimbursed for transaction.

  Business Response

  Date: 02/24/2023

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

  
  We have reviewed your complaint regarding Stop Payment fees charged to your checking account. On 
  February 1, 2023, you contacted the Mint Hill Office via phone and requested to place a Stop Payment 
  on a transaction that you were expecting to present on your account. You advised the teller who 
  assisted you that the transaction was a check in the amount of $3,203.00. Because the transaction 
  amount you provided to the teller was incorrect, the Stop Payment was unsuccessful. Pursuant to the 
  Deposit Account Agreement provided at account opening and enclosed for your reference, you as the 
  account holder must provide the amount of the check, and FNB will not be liable for payment of a check 
  or Automated Clearing House (ACH) transaction if you do not provide us with the necessary information. 
  Per the enclosed Consumer Fee Schedule, a Stop Payment fee is assessed to your account in the amount 
  of $37.00 per item. However, the Stop Payment was inadvertently placed on your account twice, which 
  caused your account to be assessed $74.00 in Stop Payment fees. On February 10, 2023, the additional 
  $37.00 Stop Payment fee was refunded to your account.
   
  As a one-time courtesy, the remaining $37.00 Stop Payment fee was credited to your account on 
  February 21, 2023. Please keep in mind that going forward, no Stop Payment fees will be refunded to 
  your account unless they are a result of bank error. 

  
  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,
  Jill K*****
  Market Manager
  Charlotte Region
  First National Bank

  Customer Answer

  Date: 02/25/2023

  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  
     Please sign up for a FNB account.
  There you can sign up for online banking where you will see that in order to stop payment on a check, it REQUIRES check amount, date etc. It will NOT let you click submit if the info is inaccurate.
     The form was submitted online a d I submitted the info correctly and completely. If you doubt me, I welcome you to try it for yourself.
  In fact, do try it for yourself so you can also see how hard it is to get justice when banks do wrong these days. No one is there to provide consumer support.
  
    
  
  Regards,
  
  
  
  ************** ******

• Initial Complaint

  Date:02/01/2023

  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.

  First National Bank has not changed my balance owed to the credit bureaus; Equifax or Trans Union since early in December of 2022 It is now 2/1/2023. All I want is for FNB to change and keep a current monthly report of my balance to all the credit bureaus. And I would like that done now. My current balance to FNB is $3300 and not the almost $5000 shown on my credit report. I take great pride in my credit score and FNB is lax in customer service.

  Business Response

  Date: 02/16/2023

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

  
  We have reviewed the details of your complaint regarding the information FNB is reporting to credit 
  bureaus for your LOC. FNB updates information reporting to credit bureaus monthly. The amount of 
  time it takes for the updates to reflect on your credit report are dependent on the credit bureaus’ 
  timeframes.

  
  On December 23, 2022, your principal balance was $4,888.22, which was reported to credit bureaus on 
  January 5, 2023. In January of 2023, you made three payments totaling $1,616.58, in which $28.36 was 
  applied to interest. Because of these payments, the principal balance of your loan decreased to 
  $3,300.00 as of January 31, 2023. On February 5, 2023, the updated principal balance of $3,300.00 was 
  reported to credit bureaus. Please keep in mind that it may take additional time for credit bureaus to 
  reflect this updated information.

  
  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,

  
  Loan Servicing
  First National Bank