Complaints
This profile includes complaints for First PREMIER Bank - Retail's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 492 total complaints in the last 3 years.
- 180 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/12/2025
Type: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 am submitting this complaint due to first premier reporting this account on my credit as negative. I have requested proof of this debt to me in writing multiple times. As required by law if first premier cannot provide me a signed contract or some kind of proof that I owe this debt Then it must be deleted from my credit and collection efforts need to stop.
Business Response
Date: 07/15/2025
Dear ******
This is in response to
concerns relevant to your First PREMIER Bank credit card account ending in
*****
Debt validation is only
required of debt collectors. First PREMIER Bank is the original creditor, not a
debt collector. Our records show this is our first request for validation.
The account was opened in
September 2020 after receiving an online application with your personal information; therefore, no signed
contract is available. The account became
delinquent in September 2021. The balance and delinquency continued to increase
until the account charged off in April 2022 with a balance of $972.70, which
remains today.After receiving your disputes claiming identity theft
through the consumer reporting agencies in June and July 2025, our Security Department investigated and
found you responsible for the account. If it is your claim that you did not
apply for this account and you have additional
information you would like us to consider, please call Customer Service at
************ or send it to:First PREMIER Bank
Attn: Security Department
** *** ****
Sioux Falls, SD 57117-5524When you send a dispute through the
consumer reporting agencies, our responses are provided directly to them.Charged-off
accounts remain on a credit report for approximately seven years, and accurate
information is neither changed nor removed early. It is the responsibility of
the consumer reporting agencies to remove accounts at the correct time.Although this is not the response
you were looking for, we hope you can understand our commitment to accurate
credit reporting.
Sincerely,
Office of the President
Business Communications
PREMIER
Bankcard, LLC
** *** ****
Sioux Falls, SD 57117-5114
(JA)
(15594)
PREMIER Bankcard, LLC is a registered Member Service
Provider for First PREMIER Bank.Business Response
Date: 07/21/2025
Dear Gorky:
As previously stated, debt
validation is only required of debt collectors. First PREMIER Bank is the
original creditor, not a debt collector.
The application was
received online, and no signed contract is available.
We hope this addresses
your concerns. Please contact us at ************ if you have additional
questions.
Sincerely,
Office of the President
Business Communications
PREMIER
Bankcard, LLC
** *** ****
Sioux Falls, SD 57117-5114
(jgh)
(15640)
PREMIER Bankcard, LLC is a registered Member Service
Provider for First PREMIER Bank.Customer Answer
Date: 07/22/2025
Complaint: ********
I am rejecting this response because, there is no proof of debt, if there is I need a copy.
Sincerely,
***** ******* ******Initial Complaint
Date:07/07/2025
Type: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.
So we had trouble with the first couple payments going through the ach network as they were coming back returned for insufficient funds amd when I contacted the bank about it they had no record of the credit card company even trying to debit the account so not sure what happened there so I had my wife switch accounts to make the payment and use my other account andbin the process of doing this I paid 840.00 to bring the credit card to a 0 balance and avoid the 36 percent apr they charge you but they also suspended the ability to use the card stating that they needed verification of account ownership so I sent in what they had originally asked me for then today when the account was to be reinstated I call to see why it was not only to be told that the submitted documents were for the wrong account they wanted which was never specified at the beginning only that they wanted documents from the account that made they payment so I submitted the document within minutes only to be told I ha e to wait another week before there review will be over amd because of this our phones will probably be shit off because even though paying off the limit on the card they didn't credit the account and make the credit available and they didn't review the new document only minutes after reviewing my other documents because they go in order although they just asked me for the document im highly angry as I use my phone to work and can't now due to this because it will soon be shut off because I can't access the credit card to pay the billBusiness Response
Date: 07/11/2025
RE: First PREMIER Bank credit card account ending in ****
Dear ******
This is in response to your concerns with payments.
We apologize for the negative experience when we temporarily suspended
the account to prevent possible risk.
The account was re-instated on July 8 by our Loss Prevention team when
they processed your bank verification. The payment hold was released early when
we called Starion Bank with you/Samantha on the line and verified the $840.17
payment cleared.
We understand the temporary suspension of your account and payment
hold was frustrating, but we assure you it was done to protect the account. If
you have further concerns, please call Customer Service at *************
Sincerely,
Office of the President
Business Communications
PREMIER
Bankcard, LLC
** *** ****
Sioux Falls, SD 57117-5114
(AE)
(15575)
PREMIER Bankcard, LLC is a registered Member Service
Provider for First PREMIER Bank.Business Response
Date: 07/18/2025
Dear ******
We understand your frustrations; however, normal business practices
are being followed and there are times when First PREMIER Bank may place a hold
on a payment to protect us and your credit card account.
Credit availability depends on the method of payment. A payment
hold is put on a payment to allow time for it to clear the bank.
You can use the following options to avoid a payment hold:
Debit card payments at **************
Online bill payment services through your financial institution (RPPS payments)
Cash payment services like Green Dot, MoneyGram, and CheckFreePay
Right-time payments like Rapid Reload and Swipe 2 Pay
We hope this information is helpful.
Sincerely,
Office of the President
Business Communications
PREMIER
Bankcard, LLC
** *** ****
Sioux Falls, SD 57117-5114
(AE)
(15614)
PREMIER Bankcard, LLC is a registered Member Service
Provider for First PREMIER Bank.Customer Answer
Date: 07/22/2025
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.
Sincerely,
***** ******Initial Complaint
Date:07/02/2025
Type: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 company has been charging me interest on charges that isn’t a consistent amount. I told them I was going to pay my bill and close my account but Everytime I get somewhat closer to paying it off they slap me with a higher interest amount. I will never be able to pay it off if this keeps happening - doesn’t give me options to close account or information on how to close account in settings.Business Response
Date: 07/08/2025
RE: First PREMIER Bank
credit card account ending in ****
Dear *******
When you opened your First
PREMIER Bank credit card, you agreed to the account’s terms, including
responsibility for any fees and interest charges.
Your account’s Annual
Percentage Rate (APR) is 36.0% and has not changed since you opened the
account. The amount of interest charged each month depends on your balance. You
can avoid interest charges on purchases by paying your full statement balance
by the due date.
Please refer to the back
of your statement for further information regarding interest charges.
To close your account,
call Customer Service at ************ or send us a message through the Better
Business Bureau. If you close your account, you are still responsible for any
remaining balance and associated fees.
Sincerely,
Office of the President
Business Communications
PREMIER
Bankcard, LLC
** *** ****
Sioux Falls, SD 57117-5114
(ko)
(15568)
PREMIER Bankcard, LLC is a registered Member Service
Provider for First PREMIER Bank.Business Response
Date: 07/11/2025
Dear *******
As previously stated, when
you opened your First PREMIER Bank credit card, you agreed to the terms, which
includes responsibility for any fees and interest charges.
Your complaint mentions
the contract states that fees cannot exceed 25% of the initial credit limit
within the first year. Please understand this does not include interest
charges.
The account was opened in
July 2024 and used for purchases through March 2025. We’ve received monthly
minimum payments; however, the account has not been paid-in-full, and an
outstanding balance is being carried over month-to-month. To avoid interest
charges on purchases, the full statement balance needs to be paid by the due
date.
If you want to decrease
your balance and interest charges more efficiently, you will need to make
larger payments. Please see the minimum payment warning section on your
statement for more information.
If you need further clarification
or have more questions, please contact Customer Service at ************.
Sincerely,
Office of the President
Business Communications
PREMIER
Bankcard, LLC
** *** ****
Sioux Falls, SD 57117-5114
(AE)
(15581)
PREMIER Bankcard, LLC is a registered Member Service
Provider for First PREMIER Bank.Customer Answer
Date: 07/11/2025
I would like to close my account.Initial Complaint
Date:07/01/2025
Type: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 was something like a prepaid card they tell you to pay 100.00 to get the account started then they say that the cardis only worth 300.00 when it was 400.00 in the beginning after calling them trying to see why the card had only 300.00 and not 400.00, they said they the annual fee was taken off the top. i explain to them that i just wanted my 100.00 back because i felt like they were robbing me before I could get started. they cs represented replied that there was no refund because the 100.00 was an activation fee and suggested that i should have read the fine print. This was at least 3 years ago and i just hung up and cut the card up never use it after i spent the 100.00 that I sent to them. still, this is keeping my credit score down please remove this off of my credit. I don't owe them anything. tried calling serval times before summitting thisBusiness Response
Date: 07/03/2025
Dear **********
We
recently received correspondence from the Better Business Bureau regarding a
First PREMIER Bank credit card account.
Additional
information is needed to help us confirm the First PREMIER Bank account you are
contacting us about.
Please
provide us with two or more items from the following list:
First 12 or last four digits of the
First PREMIER Bank credit card account number
Last four digits of your Social
Security number
First PREMIER Bank Reference
#/Account ID
Copy of the First PREMIER Bank
tradeline from your credit report
Upon
receipt of this helpful information, we will review and respond
accordingly.
Sincerely,
Office of the President
Business Communications
PREMIER
Bankcard, LLC
** *** ****
Sioux Falls, SD 57117-5114
(JA)
(15553)
PREMIER Bankcard, LLC is a registered Member Service
Provider for First PREMIER Bank.Initial Complaint
Date:06/26/2025
Type: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 am a victim of Identity Theft. Please remove the following accounts.
FIRST PREMIER *****Business Response
Date: 07/08/2025
Dear ************
This is in response to
your concerns with identity theft and credit reporting related to the First
PREMIER Bank Credit card account ending in *****
Our Security Team has
thoroughly investigated your claim of identity theft multiple times, most
recently on May 23, and found you responsible for the account. If you have
additional information or supporting documents, such as a police report, for us
to investigate, please send to:
First PREMIER Bank
Attn: Security Department
** *** ****
Sioux Falls, SD 57117-5524
When
you dispute an account with the consumer reporting agencies, our responses are
provided directly to them.
The
account was opened April 2020 after receiving an online application with your
personal information. Due to the method of application, no signed contract is
available. The account became delinquent in June 2023. The balance and
delinquency continued to increase until the account charged off in November
2023 with a balance of $639.22, which remains today.Charged-off accounts remain on the
credit report approximately seven years from the charge-off date, and accurate
information is neither changed nor removed early. It is the consumer reporting
agencies responsibility to remove accounts at the correct time.You stated your account is
inaccurately reporting but did not explain how. Please identify the specific
information you are disputing and provide supporting documentation.Normal business practices were
followed when contacting you regarding your credit card account, and no
compensation is due.We understand you may pursue legal
action against First PRMIER Bank. Please contact us at ************ if you have
additional questions.
Sincerely,
Office of the President
Business Communications
PREMIER
Bankcard, LLC
** *** ****
Sioux Falls, SD 57117-5114
(JA)
(15569)
PREMIER Bankcard, LLC is a registered Member Service
Provider for First PREMIER Bank.Initial Complaint
Date:06/24/2025
Type: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.
FST Premier Bank is furnishing a charged off account to Equifax and Experian while continuing to report a balance of $572. The account is listed as charged off, yet no update has been made to reflect the resolution or finality of the debt. This practice violates 15 USC 1681e(b) and 15 USC 1681s-2(b) because it creates a false impression that I still owe this debt in an active status. There has been no payment agreement, no settlement, and no active collection activity that would justify the presence of the balance. If the account has been charged off, then FST Premier must report it as closed and no longer enforceable. Their failure to do so misleads users of my credit report and constitutes illegal post charge off balance reporting. I have already disputed this directly with the data furnishers. If the account is not corrected within the 15-day window, I will pursue arbitration.Business Response
Date: 06/30/2025
Dear ********
This is in response to
your credit reporting concerns regarding your First PREMIER Bank credit card
account ending in ****.
After a thorough review,
we confirmed the account is reporting accurately, including as charged-off with
a balance and disputed by consumer. Accurate information is neither changed nor
removed early. It
can report as charged-off in the monthly payment history until it is paid in
full, settled, or until the reporting time has ended, which is approximately
seven years from the charge-off date.
The account was opened
September 2019 and became delinquent in January of 2020. The delinquency
continued to increase until the account charged off in June 2020 with a balance
of $572.38, which remains today.
Even though the account is
charged off, it does not end your obligation to pay.Monthly statements are no longer sent once the
account is charged off. Payments of any amount can be made at any time. If you
are interested in a settlement, please contact us at ***** ********.The account was placed
with a collection agency, First National Collections Bureau, in May 2024 for
servicing. Though the collection agency may service your account, First PREMIER
Bank remained the owner of the debt and responsible for the credit reporting.
The account was returned to PREMIER Bankcard in March 2025 where it remains
today.Please refer to your Credit Card
Contract regarding any questions you have about Arbitration or your right to
litigate.We understand this is not the
response you were looking for but hope you can understand our commitment to
accurate credit reporting. If you have further questions, please feel free to
contact us at ***** ********.
Sincerely,
Office of the President
Business Communications
PREMIER
Bankcard, LLC
** *** ****
Sioux Falls, SD 57117-5114
(JA)
(15522)
PREMIER Bankcard, LLC is a registered Member Service
Provider for First PREMIER Bank.Initial Complaint
Date:06/23/2025
Type: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 name is ******* ***********. My debit card was fraudulently used to make series of payments with First Premier Bank Credit Card. On May 30, 2025 my debit card **************** was charged in the amount of $492.63. On June 02, 2025 same card was charged in the amount of $268.83. On June 03, 2025 same card was charged in the amount of $238.13.On June 09, 2025 same card was charged in the amount of $502.90. All the aforementioned transactions weren’t authorized by me, and I wonder how First Premier Bank allowed its payment processor process debit card payments with different billing zip code. I never authorized any third party or gave out my card details to be used for paying bills owed to First Premier Bank Card. I already contacted my bank about the fraudulent transactions, and my card has been replaced. They did advised contacting First Premier Bank card to expedite return of all the stolen funds. All my efforts to speak with First Premier Bank about the transactions were futile. They refused to hear me out, claiming I don't have an active account with them. Can you please compel First Premier Bank to have all my stolen funds reversed back to my card.Business Response
Date: 06/30/2025
Dear ********
We are very sorry to hear
this happened to you and apologize for your negative Customer Service
experience with PREMIER Bankcard.
The best option to resolve
this situation is to contact your bank to report these payments as fraudulent
and have them returned. Once we receive notice of the disputed payments, it
will be accepted and returned as quickly as we can.
With the information
provided in your complaint, we located the accounts the payments were processed
on. When the payments were processed, your bank did not provide your
address for verification, which is how the payments were processed without a
matching billing address.
We hope this information
is helpful.
Sincerely,
Office of the President
Business Communications
PREMIER
Bankcard, LLC
** *** ****
Sioux Falls, SD 57117-5114
(HLL)
(15505)
PREMIER Bankcard, LLC is a registered Member Service
Provider for First PREMIER Bank.Customer Answer
Date: 06/30/2025
Complaint: ********
I am rejecting this response because:
I can categorically state that, you’re wrongly advising me to direct the matter solely to my bank. That response is legally insufficient, and I now request that your institution act in compliance with federal consumer protection laws. The funds were used to pay off a credit card account you manage, making you a party with a direct responsibility to investigate and return these stolen funds. It’s solely your responsibility to make sure your payment processor verifies and confirms if zip code of card being used to pay matches that of the account holder. Stripe and few other payment processors do that.
Legal Obligations You Are Now On Notice Of:
1. Fair Credit Billing Act (FCBA), 15 U.S. Code §?1666
While the FCBA governs credit card billing errors, including fraudulent charges, it also places a duty on creditors (you) to investigate disputes in good faith when notified of unauthorized payments.
Even though the payment came from a debit card, it was made to your institution, and you are not shielded from liability just because the origin bank is different. Once informed that the transaction was unauthorized, you are required to:
•Acknowledge and investigate the claim, which you already did.
•Not continue to benefit from proceeds of a fraudulent transaction, and
•Return the proceeds from the concluded investigation to the claimant.
2. Electronic Fund Transfer Act (EFTA), 15 U.S. Code §§?1693 et seq.
The EFTA protects consumers against unauthorized electronic transactions. Under Regulation E, any party that accepts funds obtained through fraud must cooperate in restitution. Your refusal to reverse this fraudulent payment may place your institution in violation of your obligations under this law.
3. Federal Trade Commission (FTC) Guidelines
Per FTC guidance on unauthorized charges: “If a company receives payment via unauthorized access to a consumer’s account, and refuses to issue a refund after being notified, they may be subject to enforcement actions or penalties.”
4. Proceeds of Crime / Beneficiary Liability
Now that you have been formally notified that this payments were unauthorized, retaining the funds may be interpreted as knowingly holding proceeds of a crime, especially your refusal to return back the funds having confirmed my claim to be true. You risk exposure to civil liability and possible regulatory scrutiny.
I Demand the immediate refund of the stolen funds that were used to pay a Premier Bankcard credit card account which you manage. If my funds aren’t returned within 72 business hours, I will be filing formal complaints with the following bodies:
•Consumer Financial Protection Bureau (CFPB)
•Federal Trade Commission (FTC)
•Office of the Comptroller of the Currency (OCC)
•State Attorney General’s Office
Please take it as your final opportunity to resolve this directly before regulatory and legal action is initiated.
Sincerely,
******* ***********Business Response
Date: 07/11/2025
Dear ********
While we recognize your
frustration, you need to contact your bank and/or issuer of the debit card
account about your concerns with the payments in question. This is the normal
practice and best course of action for this situation.
Sincerely,
Office of the President
Business Communications
PREMIER
Bankcard, LLC
** *** ****
Sioux Falls, SD 57117-5114
(LMN)
(15547)
PREMIER Bankcard, LLC is a registered Member Service
Provider for First PREMIER Bank.Initial Complaint
Date:06/20/2025
Type: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 BBB complaint has been filed to request pursuant to FCRA § 605B (15 U.S.C. § 1681c-2) that you, the Experian, Transunion,Equifax ,Innovis credit reporting agency, block information appearing on my consumer credit report that is the result of identity theft and fraud within 4 business days of you receiving this complaint. This fraudulent, inaccurate, and false information .These accounts have resulted in several fraudulent hard inquiries and fraudulent collections appearing on my consumer FICO credit report. I've attached a list of the hard inquiries in question as well as a copy of the consumer FICO credit report maintained by you which shows the aforementioned fraudulent items. I do not recognize the aforementioned accounts, collections, or hard inquiries as reported. The aforementioned accounts, collections, and hard inquiries appearing on my consumer credit report maintained by you were not opened, made, or initiated by me. All of the aforementioned accounts, collections, and hard inquiries are the result of identity theft and fraud. I have attached a copy of FTC Identity Theft Criminal Complaint #188351829 I request, pursuant to FCRA § 605B (15 U.S.C. § 1681c-2), that the TransUnion ,Experian,Equifax,Innovis credit reporting agency block all of the accounts, collections, and hard inquiries identified in this BBB complaint from my consumer credit file within 4 business days of receiving said complaint. I request that all written confirmation regarding this BBB complaint be sent to me via email to the email address ************************Business Response
Date: 06/24/2025
RE: First PREMIER Bank
credit card account ending in ****
Dear *******
You indicated your
identity was stolen in 2024, and that you’ve filed a police report. You asked
that the above account be removed from your credit report.
Our Security Department
has thoroughly investigated your claim of identity fraud multiple times, including
the most recent review on June 17. Based on these investigations, we determined
that you are responsible for the account.
If there is additional
information you would like us to consider, such as the police report, please
send it to:
First
PREMIER Bank
Attn:
Security Department
** *** ****
Sioux
Falls, SD 57117-5524
This account was opened in
December 2021, which was prior to your identity being stolen. No payments were
made on the account, resulting in delinquency as of January 2022. The balance
and delinquency increased over time until the account charged off in June 2022
with a balance of $498.12, which remains today.
Charged-off accounts
remain on a credit report for approximately seven years, from the charge off
date, and accurate information is neither changed nor removed early. The
removal of accounts at the appropriate time is managed by the consumer
reporting agencies.
We appreciate your
cooperation and encourage you to provide us with a copy of the police report to
further assist in this matter.
Sincerely,
Office of the President
Business Communications
PREMIER
Bankcard, LLC
** *** ****
Sioux Falls, SD 57117-5114
(ko)
(15492)
PREMIER Bankcard, LLC is a registered Member Service Provider
for First PREMIER Bank.Customer Answer
Date: 06/24/2025
Complaint: 23499398
I am rejecting this response because: My identity was stolen in 2010 and I also filed a police report with the McKeesport PA police department as well as Homestead PA police department. I refuse to pay a debt that I never authorized nor gave consent to. I will be pursuing all legal remedies against you if this is not removed from my credit report in 4 business days. Under 1681i,1681e,1692g(b),this is a direct violation of my consumer rights. I will be filing against you.
Sincerely,
****** *******Business Response
Date: 06/27/2025
Dear *******
Please be assured that we take
identity theft very seriously and have thoroughly investigated your claims
multiple times.
Information that is
accurately reporting to the consumer reporting agencies is not changed or
removed.
We can investigate
further, if you have additional information or documentation, such
as:
- Copy of the police report(s)
- An explanation how the credit card and account correspondence was mailed to you at the address listed on your identification card without your knowledge
- An explanation of why the phone number listed on the application and used to access the account through the Voice Response Unit (VRU) was confirmed to be linked to you
- An explanation of why your email, ************************, that was listed on the FTC Identity Theft Report was used at the time of application
Please send to:
First
PREMIER Bank
Attn:
Security Department
** *** ****
Sioux
Falls, SD 57117-5524
Upon
receipt of this helpful information, we will review and respond accordingly. We
thank you in advance for your cooperation in providing us with the requested
information.
Sincerely,
Office of the President
Business Communications
PREMIER
Bankcard, LLC
** *** ****
Sioux Falls, SD 57117-5114
(HLL)
(15516)
PREMIER Bankcard, LLC is a registered Member Service
Provider for First PREMIER Bank.Initial Complaint
Date:06/20/2025
Type: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 credit card account with First Premier Bank, which was successfully verified & open over a year. Recently, I applied for a 2nd account with the same bank. This triggered a request for additional validation of my personal information, despite there being no previous concerns.
I uploaded a PDF bank statement directly from my bank via their secure upload site. I was then told the document appeared “altered,” which was untrue, as it was a direct download from my financial institution. After receiving a letter stating the document was not accepted, I then faxed in the same documentation. I received another letter stating it still was not acceptable.
I again uploaded six or seven different documents to further verify my identity & prove that the information provided was not altered. These included utility bills, bank statements, & more. Again, I received a rejection letter with no clarification on what was allegedly incorrect.
I mailed hard copies of my bank statement, a water bill, & copy my Social Security card. After each letter I received, I called customer service and spoke with a representative, attempting to understand what exactly the issue was & how I could resolve it.
Now I am being told that my account has been permanently closed due to the first submission being flagged as fraudulent. No one can explain what was supposedly fraudulent, nor why my supporting documentation—including official documents from verified sources—was repeatedly rejected. I have verified the exact same personal information that was used to successfully open my original credit card account over a year ago.
I feel I have been subjected to unjust treatment, with a complete lack of transparency and resolution. I request a thorough investigation into this matter and an explanation as to why my valid documents were not accepted. I would also like my original account reinstated or, at the very least, the fraudulent flag removed from my name, as this is unjustified and damaging.Business Response
Date: 06/23/2025
Dear *****
We appreciate you reaching
out, but additional information is needed for us to assist. Please provide us
with two of the following:
First 12 or last four digits of the First PREMIER Bank credit card account number
Last four digits of your Social Security Number
First PREMIER Bank Reference #/Account ID
Thank you in advance for
providing the additional information.
Sincerely,
Office of the President
Business Communications
PREMIER
Bankcard, LLC
** *** ****
Sioux Falls, SD 57117-5114
(ko)
(15490)
PREMIER Bankcard, LLC is a registered Member Service
Provider for First PREMIER Bank.Initial Complaint
Date:06/17/2025
Type: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 issue that I am having is It started out just fine and there were no issues. I was making my payment and I also have the protection on my acocunt that I pay for every single month. I had a funeral a couple months back in which it first initally started back in January when they were suppose to update my account I contacted them mutiple times due to fraud that took place on my account. i completed everything and was approved. they updated my account and credited it accourdingly during this time I was told to wait to make payments due to them updating so I would know what I will be responsible for weeks went by and now months and their system was messed up I never got thew chance to even utilize my card so I didnt owe anything but the minimum fee which I dont mind paying. they never updated it completely it was to be escalated. It never happens each time I call in they make things up in a certain they never make real notes. They now are making it seem as If I never reported the fraud which I did because they sent me new cards due to this. I do not like having to due but this company is solely about money which I get it but not when they were supposed to update my accounts and sent them to the credit bureau instead. This has been ongoing for months and they never do what they say they will do they see I haven't used my cards and now they are trying to overcharge me and make me pay for something that I never used that they gave their word they would be updated due to fraud my credit balance was there then went away this is not good business now there are no records they are being sneaky and I don't like the way they are giving me the runaround. Each time I call in they act like they don't know then finally read the little notes they have and say yes I see here you were approved for the adjustments. yet never make sure it happens. I am extremely frustrated because this is also affecting my credit. Pls hlp me with this issue. Its affctd 2 accounts now this is sad.Business Response
Date: 06/27/2025
Dear ********
We previously responded to
these same concerns through the Better Business Bureau (BBB) in August 2024. Attached is a
copy of our response for your review. Our records show no further communication
from you until you called us on May 28, 2025. Below are some additional details
on your accounts since your last BBB inquiry:
Account ending in *****
On September 6, 2024, this
account was suspended due to the delinquency on your related account. The
account remains suspend and is not eligible for reinstatement until your
account ending in **** is paid or settled.
In January 2025, your
account had a credit balance of $94.69. On January 28, 2025, a refund check for
$94.69 was mailed to you at the address listed on your complaint, which brought
your account to a zero balance. We confirmed the check was cashed on March 3,
2025.
The $6.25 monthly fee is
billed each month on the statement cycle date and will continue to bill monthly
until the account is closed with a balance less than $20.00. As a courtesy, we
credited three monthly fees totaling $18.75, bringing your account to a credit
balance of $11.44.
We confirmed this account
is accurately reporting but if you feel this account is not reporting correctly,
please provide the specific information you are disputing to the address below
for us to review further.
If you would like to close
your account, please contact Customer Service at ***** *********
Account ending in *****
The credit card ending in
0456 was sent in June 2024 after you reported your first credit card ending in
**** as lost. There were no purchases
made using the credit card ending in **** and one purchase with the credit card
ending in **** in July 2024 for $28.30.
This account became delinquent in July 2024 and was suspended on September 6
due to the delinquency and a letter of explanation was sent. The balance and
delinquency continued to increase until the account charged off in December
2024 with a balance of $244.80. The balance today is $211.80.
A charged-off account
remains on a credit report for approximately seven years from the charge-off
date. The consumer reporting agencies are responsible for removing accounts at
the correct time.
On May 28, 2025, was when
we were first notified that you believed the charge to Little Caesars dated
July 3, 2024, was fraudulent. Our
Security Department investigated and found you responsible for this charge due
to the reasons listed below and a letter of explanation was sent to you on June
5.
- Our records indicate you logged into your account online on 08/04/2024, 08/16/2024, 10/21/2024, and 12/30/2024. This occurred after the charges were made; however, you did not notify us of the fraud charges.
- Our record indicates a payment was made on 08/19/2024, 01/01/2025, and 04/14/2025 to your account. You were aware of the balance at the time; however, you did not notify us of the fraud charges.
- We have no record of returned mail or statements from the address listed on the account.
As explained in our
response to you in August 2024, you did enroll both accounts into the optional
benefit PREMIER Credit Protection (PCP), which can assist customers by making
the minimum monthly payment during a qualifying event and informed you to call us to activate a claim. We have no record of you
requesting to open a claim until we spoke with you on May 28, 2025. Your claim
was declined because the event start date occurred more than 120 days prior to
the reported date. Per your PCP contract, we required you notify us within 120
days of the event for coverage.
We hope this information
is helpful and if you have further questions, please call Customer Service
***** *********
Sincerely,
Office of the President
Business Communications
PREMIER
Bankcard, LLC
** *** ****
Sioux Falls, SD 57117-5114
(HLL)
(15483)
PREMIER Bankcard, LLC is a registered Member Service
Provider for First PREMIER Bank.Customer Answer
Date: 06/27/2025
Complaint: ********
I am rejecting this response because: it’s unfortunate but this is constantly what they do. They literally said to me there was no information regarding the issue I had with fraud that was supposed to be settled a long time ago. It wasn’t little ceasars. This incident you guys verified and even read from the screen my account should’ve been updated due to fraud taking place on my card that you guys paused and never updated properly. At one point the approved my claim due to someone stealing my cards. They added my credit balance from that incident and then removed it. When I called in the verified they sent me new cards, that my claim was filed on the telephone. I did get my new cards. Yet the rep said your fraud dispute was approved the system is outdated and that’s why your credit balance was removed then they told me it would be updated next thing I know they threw it into collections. I have tried several times including the update to get them to keep there word, for me to figure out exactly what I owe. They always give me the complete run around and it’s honestly very exhausting. I never received any type of refund I am really just asking you guys keep your work and help get my account out of collections , each time the say they will do something it never happens then I sit on the phone for hrs and they finally read the comments yet when it gets escalated they drop the ball. I don’t mind paying for my dues but they are doing things out of line as they never updated my account properly and agreed to waive my fees. I just want to be treated fairly and my accounts fix properly
Sincerely,
******* **********Business Response
Date: 07/07/2025
Dear ********
We apologize for your
frustrations. Please be assured we thoroughly reviewed your accounts and
confirmed they were handled correctly, and no further adjustments are needed.
Below is summary of events
on both accounts to help clarify:
Account
ending in *****
March 2023: Account was opened and a credit card issued ending in ****
March- June 2023: Account was actively used for purchases totaling $206.01
February 2024: Account was reported lost/stolen and a new account number ending in **** was established. All charges, totaling $206.01, were marked as fraudulent.
March 2024: Our Security Department opened an investigation. A temporary credit was issued for the disputed charges and a letter of explanation requesting more information to assist with the fraud investigation was sent.
April 2024: The temporary credits were reversed and your account was re-billed when we did not receive a response to our request for more information.
May 2024: You contacted us by phone and provided the necessary information to continue the investigation. You were found not responsible for all charges made with credit card ending in **** and your account was credited $206.01.
August 2024: Upon review of your Better Business Bureau (BBB) complaint, multiple fees were credited creating a credit balance of $185.01. The following fee were credited:
Interest Charges:
$31.14
Annual Fee: $45.00
PCP Fees: $21.84
Late Fees: $205.00
Return Item Charges:
$136.00
Monthly Fees: $30.00
A request was submitted to the consumer reporting agencies
to remove all delinquencies from your credit report.
January 2025: A refund check of $94.69 was mailed to you for the credit balance and your account was adjusted to a zero.
March 2025: The refund check was cashed by JP Morgan Chase bank.
May 2025: You contacted us by phone and requested a PCP claim. This claim was declined since the event date was greater than 120 days from the request date.
We
confirmed the account is reporting accurately and the delinquencies are no
longer appearing on your credit report. The account has a credit balance of
$11.44 and is suspended.
The
account will not be eligible for reinstatement until your related account
ending in **** is paid in full or settled. If you would like to request this
account to be closed, please call Customer Service at ***** *********
If it is
your claim, you did not receive the refund check, please contact Customer
Service or respond here. We will send you an affidavit to open an
investigation.
Account
ending in *****
May 2024: Account was opened and a credit card issued ending in ****
June 2024: Account was reported lost and a new account number and ending in **** was established. The credit card ending in **** was never used so there was no fraudulent activity to report.
July 2024: The credit card ending in **** was used at Little Caeser’s for $28.30. This is the only purchase made on this account.
December 2024: The account charged off with a balance of $244.80.
April 2025: The last payment received on this account for $13.00.
May 2025: You contacted us by phone and reported the charge to Little Caesar’s a fraudulent and a dispute was opened. You also requested a PCP claim. This claim was declined since the event date was greater than 120 days from the request date.
June 2025: Our Security Department completed their investigation and found you responsible for the Little Caesar’s charge and a letter of explanation was sent.
Upon
review of your BBB complaints, we reviewed all conversations. Our records show
you contacted us the following dates:
October 12,2023
February 29, 2024
May 20, 2024
June 4, 2024
August 16, 2024
May 28, 2025
If your
records reflect something different, please let us know the date and time you
contacted us and the name of the associate you spoke with for us to review
further.
Attached are statement
copies for both accounts so you can confirm the activity listed above.
We hope this additional
detail is helpful in resolving your concern and if you have further questions,
please call Customer Service ***** *********
Sincerely,
Office of the President
Business Communications
PREMIER
Bankcard, LLC
** *** ****
Sioux Falls, SD 57117-5114
(HLL)
(15535)
PREMIER Bankcard, LLC is a registered Member Service
Provider for First PREMIER Bank.
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