Complaints
This profile includes complaints for F&M Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 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:07/27/2022
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 sent a request through their mobile app to close my account on 7/8 and was told to call them so I did. I was told because there was a 1.05 in the account to come in or I could transfer it to someone's account I knew so I transferred it to my mother's account and was asked why I was closing it etc.. Today 7/26 I find out it was not closed and in the negative because they'd paid an auto pay to ******* (I had already emailed them as well that I'd closed the account and needed a mailing address) they'd also charged me NSF fees etc.. I called and spoke to **** the bank manager at the Madison St location and was told he couldn't tell who closed it, I said the person who transferred the 1.05 to my mom's account is who did it. He said it doesn't show who did it.. That can't be right, someone has to be held accountable for not doing their job. I was told I still owed the money they paid out but that he'd try and help me with the NSF fees. There would be none if the account had been closed on 7/8 when I was told it was. I'm basically being called a liar because they can't figure out who didn't do their job. This is not my fault and I don't feel I should be held responsible for any of this! If they tell me the account is closed why would I question them?? I'm unable to take a screen shot of my account to show the 1.05 being transfered and the NSF fees. Account # was XXXXXXX. I've with them since 2011.
Business Response
Date: 08/11/2022
Business Response /* (1000, 5, 2022/08/05) */
Contact Name and Title:****** *********, SVP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***************@myfmbank.com
F&M Bank appreciates the opportunity to respond to complaints received regarding our customer service. We take all concerns seriously and want to serve our customers and community by providing great customer service. When we fall short of doing that, we take measures to ensure such matters are handled timely and correct any deficiencies in the process that led to the noted issues.
An internal investigation was completed regarding the issues noted. The investigation resulted in the discovery that an employee did not follow the Bank's procedures for properly closing the account per the customer's request. F&M Bank has taken responsibility for the payment that was made that put the customer in the negative, and refunded all associated fees involved in this instance. We further ensure that the actions taken to close this account will have no negative impact on the customer and the account standing with F&M Bank. The account is currently in a closed status as of July 27, 2022.
F&M Bank management will reiterate to our employees the importance of following the Bank's procedures for closing an account as requested by a customer.
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