Consumer complaint received 2026-01-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: FIRSTBANK
State: CO

Complaint narrative:
Summary of Complaint I am submitting this complaint regarding actions taken by FirstBanks XXXX, XXXX  branch that resulted in the closure of my husbands personal and business accounts, significant business disruption, and ongoing difficulties recovering historical account records. These actions were taken without notice or due process, were based on conclusions formed about me rather than the account holder and were later inconsistently explained by the bank. 
Factual Background In XX/XX/XXXX, my husband and I visited the XXXX, XXXX  branch of FirstBank in connection with an attempted deposit and account opening. During that visit, the branch manager and staff engaged in actions without disclosure to me, including contacting third parties and escalating concerns to law enforcement and social services. 
I was not informed at the time that allegations or suspicions of elder abuse, coercion, or fraud were being considered. I was not given an opportunity to respond or correct any assumptions. A wellness check was conducted and found no issues. 
Despite a long-standing, documented relationship between my husband and me, the branch manager concludedincorrectlythat I was attempting to take advantage of him. Based on this conclusion, FirstBank closed all of my husbands accounts, including both personal and business accounts. 
Harm Caused The closure of my husbands accounts caused measurable and material harm, including : Disruption to payroll processing Customer payment issues Returned payments and banking fees Operational interruption to an active business Significant time and expense to re-establish banking relationships These harms were not theoretical ; they were immediate and financial. 

Inconsistent Explanations by the Bank At the time of the closures, FirstBank represented that the accounts were closed because the risk of maintaining the relationship was too great, indicating that the decision was bank-initiated. 
However, in XXXX, while we were attempting to recover historical accounting records necessary for tax filings, payroll reconciliation, and business compliance, FirstBank representatives stated that the accounts had been closed by the account holder himself. 
These two explanations directly contradict one another. 
This inconsistency has impeded our ability to recover complete and accurate financial records and raises concerns regarding the accuracy of FirstBanks internal documentation and representations.

Failure to Address Internal Complaint I submitted a written complaint to FirstBank requesting review and clarification of these actions and their basis. The bank declined to meaningfully review the matter or take corrective action.

At no point did FirstBank provide : A clear explanation of what facts were relied upon Disclosure of what was reported and to whom An opportunity to correct or challenge the conclusions reached Assistance in restoring or accurately characterizing historical records Issues for Regulatory Review I respectfully request regulatory review of the following : XXXX. FirstBanks procedures for identifying and escalating suspected elder financial abuse XXXX. XXXX on unverified third-party statements without notice or due process XXXX. Closure of personal and business accounts based on conclusions about a non-account holder XXXX Business harm caused by abrupt account termination XXXX. Inconsistent explanations regarding who initiated account closures XXXX. Accuracy and integrity of FirstBanks internal records XXXX. Failure to remediate or correct records after notice Relief Requested I am requesting : A written explanation of the actions taken and the basis for them Clarification of what communications were made, and to whom Review and correction of internal records where appropriate Assistance ensuring accurate access to historical account data Confirmation of compliance with applicable consumer-protection and banking standards Closing This complaint is submitted in good faith for the purpose of record accuracy, accountability, and prevention of future harm. I am not seeking damages through this filing. I am seeking transparency, correction, and assurance that proper procedures were followed.

Company response to consumer: Closed with explanation