Complaints

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

close

Find a Location

First Bank & Trust has 23 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  First Bank & Trust

  520 6th St Brookings, SD 57006-2028

• 

  First Bank & Trust

  110 N Minnesota Ave # 100 Sioux Falls, SD 57104-6467

• 

  First Bank & Trust

  644 N Main Ave Garretson, SD 57030-2172

• 

  First Bank & Trust

  3316 W. 66th St. #100 Edina, MN 55435

• 

  First Bank & Trust

  Meckling, SD 57069

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:09/08/2024

  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.

  This card services is continuously charges me $20 a month. I closed this account a couple months ago.
  
  Account Ending ****
  New Balance $768.86
  Minimum Payment Due $27.94
  Payment Due Date 09/12/24

  Business Response

  Date: 09/19/2024

  September 19, 2024
  
  ****** ******
  **** *********** **
  Columbia, SC 29204
  
  Re: Case # ********
  
  Dear ****** *******
  
  First Bank & Trust of Brookings, South Dakota (“the Bank”), is in receipt of correspondence we
  received from the BBB, dated 9/9/2024, questioning an ongoing $20.00 fee assessed each month.
  
  We have reviewed your monthly billing statements and did not locate a $20.00 fee being billed
  monthly. You provided a copy of your August 2024 monthly billing statement and we do
  acknowledge you were charged $20.46 in interest. This was assessed because you did not pay
  your previous balance in full. We are also providing a copy of your September monthly billing
  statement for your records.
  
  Our records reflect we have previously provided a breakdown of your account activity, your
  Cardmember Agreement and Terms and Conditions in our response to your previous BBB
  complaint received in June 2024. We explained:
  
  Cash advance fees will be assessed when a cash advance is applied to the account, and late fees
  are assessed if at least a minimum payment isn’t received by the due date. Interest is applied to
  the balance if the full statement balance is not paid in full by the due date. We are enclosing a
  copy of the Cardmember Agreement and the Terms and Conditions disclosures that were
  provided to you when the account was opened. These disclosures provide information on
  payments, fees, and how interest is calculated and applied.
  
  If you have other questions, you can contact us any time at * ***** ********* ****** *.
  
  Sincerely,
  
  ******** ********* ***
  
  Enclosures
  
  CC: The Better Business Bureau
  *** * **** **** * ***
  Lincoln, NE 68503
  
  This card is issued by First Bank & Trust, Brookings, SD pursuant to a license by Mastercard
  International Incorporated or Visa USA Incorporated; and managed by Mercury Financial. All
  trademarks are the property of their respective owners.
  

  Customer Answer

  Date: 09/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:09/03/2024

  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.

  We had this credit card for a couple of years, we used and paid off all balances. We only had a balance of under $500. Next thing I get a balance of over $5,170.42. Got email on April 30, 2024 saying mobile app set up on card. I called cc company to report it not being me. Someone else's phone number was linked to my account. From May 2, 2024 to May 23, 2024 all these charges were on my account from Florida. I did not do these charges. I live in Delaware and did not go to Florida to do these transactions. I have reported this to State police and FBI website. Credit card company says I did not report card lost or stolen, no it never left my person. We used card at gas station in Delaware that must have had a scamming device. We just got done paying the card off, my wife goes on Medicare and we are financially strapped, we knew that we couldn't afford any cc payments any
  anymore. Now they want us to pay for something we didn't do. I just can't do this. I have fair credit, now I am going to get bad credit. I am 72 and don't need this. Can you please help. Honestly I don't know what to do.

  Customer Answer

  Date: 09/17/2024

  The fraud department called and asked more questions. They said they would look at my claims more closely, and try to resolve this matter. They said they will call back. This was on September 12, 2024. 

• Initial Complaint

  Date:08/23/2024

  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.

  To Whom It May Concern, I filed a chapter 7 on September 14, 2022 the organization was paid off on Sept 08. 2022 in the amount of $350 the representative stated the account would remain open, but the organization falsely stated on credit reports that they were included and that was FRAUD. This organization has defamated my character and credit reports to all Bureaus. I have phoned multiple times speaking to collections representative as well as supervisors that a letter of paid in full would be sent within 5 business days but that never happened. I had to send in documentation from tge organization themselves and documentation from Chapter 7 stating account paid off and organization not filed in bankruptcy chapter 7. This false information was being rejected in disputes multiple times from the Bureaus. I finally got someone to look over proof, and company removed off chapter 7, but dishonesty is still being repirted from organization on myself closing account in which they took upon themselves to do. I would like all late payments removed on section USC 16871b in which this is a violation of law. I would like compensation of my time and character defamation in which, Im asking for $1000.00. I will send all documentation on this matter very shortly upon completing complaint

  Business Response

  Date: 09/11/2024

  See attached response.

  First Bank & Trust of Brookings, South Dakota (“the Bank”), is in receipt of correspondence
  from the BBB, dated 8/26/2024 requesting compensation of your time and character defamation
  regarding the reporting of your Mercury Mastercard®.
  We were unable to locate calls where our agent advised your account would remain open. When
  we confirm that a customer has filed bankruptcy, that account is closed so no further charges can
  be made.
  The account was reported as part of the bankruptcy because the payment you made to pay off the
  account could have been required to be returned to the court. As you noted, because the payment
  was not removed and the balance remained $0, we updated the reporting on your account as
  closed and paid in full rather than being included in a bankruptcy.
  A review of your account determined it is reporting accurately. In accordance with the Fair
  Credit Reporting Act (FCRA), the information we report to the Credit Reporting Agencies is
  required to be complete and accurate. Therefore, we are unable to update your credit file. A copy
  of our credit reporting is enclosed for your records.
  We regret you were dissatisfied with the reporting; however, we did not determine a bank error
  occurred and therefore offer no compensation.
  If you have other questions, you can contact us any time at 1 ***** ********* ****** *

  Business Response

  Date: 09/19/2024

  See attached responseFirst Bank & Trust of Brookings, South Dakota (“the Bank”), received your rebuttal from the
  BBB, dated 9/12/2024, regarding the reporting of your Mercury Mastercard®.
  While you made a balance in full payment, the payment was received less than 90 days prior to
  the Bankruptcy; the court could have requested the money be returned to them. In this situation,
  the account was closed due to Bankruptcy.
  Due to the fact the money was left on the account, we were able to update your bureau and
  remove the Bankruptcy status as the court did not request the payment to be returned. A
  correction was submitted to the Credit Reporting Agencies which can take up to 30 days for the
  agencies to update their files.
  We regret you were dissatisfied with the reporting; however, we confirm no bank error occurred.
  If you have other questions, you can contact us any time at 1 ***** ********* ****** *

  Customer Answer

  Date: 09/20/2024

  No this complaint hasn't been to court

• Initial Complaint

  Date:08/13/2024

  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.

  **** sold my Premier World MasterCard account to First Bank & Trust (FB&T) in 2022. Over the span of 11 years the **** account earned/accrued 1,584,055 reward points. FB&T moved the acquired account to their PFCP Reward Card platform and converted all the points to $15,840.55 in redeemable cash rewards. Despite numerous calls it took PFCP nearly a year to link the online card account I created to their rewards redemption portal. PFCP's online account shows my old **** statements from 2021 & 2022, but no statements exist under PFCP for over two years. PFCP still has my email, phone and home address information correct in my online profile and I received two generic emails from them in 2022 and 2023 - nothing since. Thus, emails were received initially and do not go to junk/spam.
  
  On June 4, 2024, I logged into my account and discovered that all $15,840.55 of my rewards were arbitrarily eliminated on January 22, 2024. The rewards were subsequently reinstated on February 15, 2024 and then eliminated again and the account closed on April 2nd, 2024. I received no written, email or verbal notice of anything. I placed calls PFCP and a supervisor named ******** informed me that the account was closed due to inactivity. She stated they mailed a letter of notification but none was received. All my contact information has remained the same since 2016. She said she'd mail a copy of the letter but nothing was sent. PFCP's terms of service state nothing about any card utilization requirements to avoid account closure. Next, I contacted FB&T and a customer service rep named Derrick said he would email their National Products Team about the issue. To date I've still received zero communication from anyone at PFCP or FB&T.
  
  My attorney sent a letter to FB&T's legal department on July 12th, 2024, requesting the points be reinstated. To date no response has been received and the funds have evaporated. FB&T pocketed $15,840.55 without notice and harmed my credit rating.

  Business Response

  Date: 09/10/2024

  Good morning BBB,

  Please see the attached response sent to *** ******* attorney. Due to *** ***** retaining council, all communication will be done through their attorney. Because of this, I did not upload the response to the BBB portal through the normal means as it would then go to *** *****. May I please request the BBB close this case as we continue to work with *** ******* attorney.

  Thank you!First Bank & Trust of Brookings, SD (“the Bank”) is in receipt of *** *****’s correspondence to
  the Better Business Bureau (BBB) on August 19, 2024, as well as your correspondence dated July
  12, 2024, regarding the cash rewards on *** *****’s Premier Finance Card Program™ (PF|CP)
  credit card account. A copy of this response has been provided to the BBB. The account has been
  updated to reflect your representation and to cease communication with the customer.
  Our records indicate that the account was opened with **** on December 13, 2011. The last
  payment of $169.00 was received by **** on April 4, 2022, which brought the account to a zero
  balance. On September 17, 2022, PF|CP assumed ownership of *** *****’s **** account.
  Correspondence from both **** and PF|CP was sent to advise *** ***** of this and was mailed
  to the address on file prior to conversion. As the account converted with a zero balance and was
  never used for purchases, no statements were issued by PF|CP.
  On October 25, 2022, *** ***** spoke to a representative regarding their online access. The
  representative assisted *** ***** with regaining access and the account was enrolled in paperless
  statements on the same date. After the representative helped *** ***** with online access, they
  transferred them to further discuss their questions about rewards points.
  On January 23, 2024, the account was closed due to inactivity, which resulted in the forfeiture of
  points. We confirmed that the enclosed closure notice was mailed to *** *****’s address on file
  on February 2, 2024. We have no record of returned mail from the post office. As outlined in
  Section 7 of the enclosed cardmember agreement, “At any time, for any reason, we may take any
  of these actions, subject to applicable law: Close your account, Suspend your access to new credit,
  Reduce your credit limit, and/or Not renew your card. We also reserve the right to close your
  account based upon how you manage your account, or for our business needs. Once your Account
  is closed, by you or us, please destroy all card(s) and any unused checks. You

  Customer Answer

  Date: 09/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the bank's response cuts off at the end and is incomplete. I have no idea how it ends.  I believe your submission form limits the amount of characters and it merely closes with the word "You". My attorney has not received any response from the bank to date.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:07/25/2024

  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 pulled a copy of my consumer report and noticed some items I would like to dispute. I have suffered emotional distress as a result of this matter and I have felt suicidal lately as a result so I demand this matter be resolved in a fair and equitable manner, which hasn’t been done.
  
  ************ **********
  
  These account are related to a transaction and experience that falls under the EXCLUSION section of the FCRA’s definitions; rules of construction section. It was also reported without my written consent and therefore is a result of identity theft (as defined by the Federal Trade Commission), and the accounts SHALL be deleted. This account is not related to any transaction authorized by me, the consumer as I did not give written instructions to your agency to report this, which is a violation of the permissible purpose section of the FCRA, which holds your agency liable for damages of at least $1,000 per the civil liability section for willful non-compliance. Please DELETE this item from my consumer report!
  
  DELETE THESE ITEMS AND ISSUE ME A NEW, UPDATED COPY OF MY CONSUMER REPORT!

  Business Response

  Date: 08/02/2024

  Please see attached response and enclosures.

• Initial Complaint

  Date:07/13/2024

  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 signed up for a ******* Credit Card in November 2023, initially attracted by the $2,000 credit line.
  In February, my wife and I fell victim to identity fraud, leading to issues with several of our financial accounts. During this tumultuous time, I attempted to manage our finances responsibly, making several advance payments. However, due to my account being locked as a security measure, these payments were returned. This situation led to a cascade of fees, some as high as $33 or more, amounting to over $100 in a very short period.
  The real blow came when I received a credit monitoring alert indicating my available credit had been reduced by $2,000, accompanied by an adverse credit notice. To my shock, ******* had closed my account due to the returned payments, causing my credit score to plummet by 50 points. This was particularly devastating as I have maintained perfect credit for the past decade.
  In June 2024, a final payment of $33.27 was automatically scheduled by *******. When this payment was returned, I promptly made a new payment, which cleared immediately. Despite this, ******* charged me yet another fee of $33.27. When I called their customer service, I spent 20 minutes explaining the situation, only to be told that nothing could be done because my account was closed. I escalated the issue to *** ****, who reiterated that the bank was powerless to reverse the fee, highlighting a blatant disregard for customer care.
  In a short period, ******* accumulated over $133 in fees on my account, seemingly as a revenue grab since I typically pay my balance in full. This experience starkly contrasts with my interactions with ****** **** ** ******** *** ******** *******, where customer service is prioritized, and support is readily available in times of need.

  Business Response

  Date: 07/30/2024

  See attached response.

• Initial Complaint

  Date:07/05/2024

  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.

  07/05/2024 - Called Mercury again - two agents told me there was no one that worked there by the name of ***** ** ******. I was transferred to Customer Service, who then transferred me back to collections ###-###-####. Spoke to ****** - she then transferred to a supervisor (she said ***** and ****** may just work in another building and therefore they have never met these two individuals). *** is the supervisor I spoke with today. *** stated that there are no notes from ***** excepts notes stating once again that this has been escalated. He stated that due to the holiday there are no members of management above him available until Monday morning at 8AM EST. He said the person above him would be the Director of Operations. I advised again that I had rights under the FDCPA and that we will consider exercising those rights if resolution is not completed.
  
  06/25/2024 - ********* @ Mercury ###-###-#### - stated he sees the case that was opened on 06/18/2024 but a decision has not been made yet. I requested to speak with the "back office" or a supervisor. This is not an acceptable answer to wait 30-days for something that was supposed to have been resolved in Sept 2023. Since that time, they have had plenty of time to resolve this issue and 5 more phone calls from us. I need resolutions immediately. I spoke with ***** (Supervisor in Charge)- requested until Saturday June 29, 2025 between 8AM and 5 PM EST. He will have an answer for me, he is going to look for the recordings again, so that he can look, for the recordings dated: 9/20/2023 4:20:21 PM; 5/14/2024 2:36:27 PM; and the call from 5/21/2024 5:46:34 PM. He stated that someone else may have overlooked the recording or simply may not have looked.

  Customer Answer

  Date: 07/22/2024

  This issue has not yet been resolved. The businsess continues to ignore my requests for documentation of the settlement that was made in September.  Repeated requests to Mercury has been ignored and am told they will not escalate as any additional escalation will just be ignored.  

  Business Response

  Date: 07/25/2024

  See attached response.

  Dear ******* **********,
  
  First Bank & Trust of Brookings, South Dakota (“the Bank”), is in receipt of correspondence we
  received from the BBB, dated 7/8/2024, requesting we honor a settlement agreement on your
  Mercury **********® and remove information from the credit bureaus.
  We confirm your settlement agreement has been finalized and we have enclosed a copy of the
  settlement finalization letter for your records. An update has also been sent to the Credit
  Reporting Agencies to reflect that your account was “Settled in full for less than the full
  balance". A copy of that update is also enclosed. Please allow 30 days for the agencies to update
  their files. Additionally, if the amount of principal forgiven is >= $600, a 1099-C form will be
  issued at the end of the appropriate tax year in accordance with IRS requirements. Please consult
  a tax professional for details on how this may impact you.
  After a review of this complaint, it was determined that an agent error occurred and your
  settlement request was not documented properly. We acknowledge that your subsequent calls to
  our agents between March and June were not properly escalated for further review. On 7/5/24,
  your concerns were escalated to a supervisor who initiated a review of this matter and started the
  process to remediate. We assure you this matter is being addressed with all agents involved and
  apologize you did not receive a timely resolution.
  We believe we have satisfactorily handled your request. If you have other questions, you can
  contact us any time at ###-###-####, option 1.
  
  Sincerely,
  
  ******** ********* ***
  
  
  

• Initial Complaint

  Date:06/13/2024

  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 have not had a credit card all year and had fraud on my credit card.
  I even submitted a copy of the police report to Mercury Credit Card.
  They refuse to adjust the balance on my balance!

  Business Response

  Date: 07/02/2024

  See attached response.

• Initial Complaint

  Date:06/05/2024

  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 have been having all the recent transactions declined on my credit card due to possible fraud. I called YOUR Mercury credit card ( so don't say this doesn't pertain to you as your bank funds this credit card) and told them that these were NOT fraudulent charges and to please tell me why? I then spoke with ***** in your fraud department and I ask her if she had a credit card that was constantly declining her charges would she still use it? Ok, wait for it ........... she said YES! at that point hearing that ***** would continue to use a credit card that didn't work I ended the call and told ***** that her stupid answer showed me that she didn't have the competence to answer my questions. I would like you to listen to that call since it was recorded and then lets talk about it and *****'s demeanor. I again would like to know why my charges are being flagged as I have NEVER had any fraud on this card since I received it? Do you want me to remain a customer or not?

  Business Response

  Date: 07/12/2024

  See attached response.

  Dear ***** *****,
  
  First Bank & Trust of Brookings, South Dakota (“the Bank”), is in receipt of correspondence we
  received from the BBB, dated 6/27/2024, questioning why some transactions attempted were
  stopped and while using your Mercury Mastercard®. Also, you expressed your dissatisfaction of
  our agent’s demeanor responding to your inquiry regarding the transactions being stopped.
  We have reviewed all the recorded call and agree that we did not provide the best customer
  experience for you. We are addressing the agents involved and assure you that our goal is always
  to provide superior service to you.
  We want to provide some context as to why certain charges are being stopped until further
  verification is completed. We have established and evolving risk rules in place which are meant
  to protect our cardholders from any fraudulent activity. At times, they can seem inconvenient but
  can be handled relatively quickly when the cardholder calls in to fully verify themselves and
  transaction activity.
  Your frustration that you have been only receiving emails as opposed to text messages when we
  require you to verify if you have attempted a charge is understandable. Our records reflect on
  1/11/2023, we received an SMS to “STOP” and you were immediately unsubscribed to receiving
  text messages.
  Regrettably, this was the only reason you were not receiving our text messages to verify your
  transaction activity. You can quickly update this form of communication yourself through your
  mobile app or visiting our website www.mercurycards.com and updating your profile.
  We sincerely apologize for any inconvenience. If you have other questions, you can contact us
  any time at ###-###-####, option 1.

• Initial Complaint

  Date:04/26/2024

  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've been charged $861.44 (plus interest) by a hotel that I did not stay. I have sent proof and made calls, but the charge has remained for over 16 months.

  Business Response

  Date: 06/11/2024

  See attached response. Referenced enclosure will be mailed.

  Customer Answer

  Date: 06/14/2024

  We checked into another condo with from Dec 9th to 13th and then returned to the USA because one of my friends became ill.