Consumer complaint received 2024-09-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: FB FINANCIAL CORPORATION
State: TN

Complaint narrative:
On Friday, XX/XX/XXXXXXXX XXXX  I noticed an unauthorized debit card transaction on my account of {$400.00} from a business named XXXXXXXX XXXX XXXXXXXX. I called FirstBank customer service and they advised me to close my debit card and go to my nearest branch to get a new one. They also told me to reach out to the merchant to see if I could get this straightened out before actually disputing the transaction and to give it a few business days. I reached out that day and was told by the merchant the transaction had been taken care of and reversed. On Thursday, XX/XX/XXXX I again called First Bank to dispute the charge as a credit was still not showing up on my account. The representative told me to give it a few more days over the weekend. I received a text from the merchant on Monday, XX/XX/XXXX that the transaction had been reversed on their end and is showing was completed. I called First Bank on Tuesday, XX/XX/XXXX to confirm as my account was still not showing a credit or a pending credit. I was told by the agent to give it some more time and see if I could get proof from the merchant before disputing. I have tried again to no avail and as of Friday XX/XX/XXXX nothing has been credited or reversed. 

I called First Bank again on XX/XX/XXXX to dispute the charge and spoke to a gentleman who was helpful, but in talking told me my account would not be credited until the investigation was completed which would take 7 to 10 business days. This is unacceptable as I have been trying to get this resolved thru First Bank since first noticing the charge on XX/XX/XXXX. 

After hearing that news and the timeframe I asked to speak to a supervisor. My main reason I am disappointed is I had an issue in the past like this with XXXX XXXX XXXXXXXX and it was taken care of in one day. I called XXXX and was told my account would be credited and if something came back wrong or incorrect from their investigation then they would have to reach out to me. I understand that practice. 

I held for several minutes and was transferred by the representative to a supervisor by the name of XXXX. I explained my situation and how I was not happy. I told her about my XXXX dispute process and how it went smoothly and quickly. I asked her if I had to wait another 7 to 10 business days, why wasn't the dispute initiated by First Bank when I first called on XX/XX/XXXX? She told me that was due to XXXX regulations and then insisted I must have had an issue with a credit card not my debit card. I explained no it was my debit card and then she told me that XXXX was a larger bank and must have different policies than First Bank. 

On XX/XX/XXXX I still did not have a resolution to the dispute and called FirstBank and spoke with XXXX XXXX a Customer Solutions Ambassador. When I told him about my situation, I was advised that he could not find that any dispute had been made. He told me he would rectify the situation and asked if I could forward any correspondence I had with the merchant. I told him I would and that day I emailed screen shots from the merchant saying things on her end were showing it had been refunded. XXXX XXXX sent me a response email back thanking me for sending the information and it would be attached to my dispute and he would start on it immediately. I have emailed XXXX XXXX on XX/XX/XXXX, XXXX and XXXX asking for any updates and have not received any communication from XXXX XXXX or anyone from FirstBank. This is a copy of the last email I sent on Wednesday, XX/XX/XXXX... 

Good morning XXXX, I have been waiting on a response about my Debit Card dispute since we spoke on Thursday, XX/XX/XXXX. I have sent emails to you asking for updates on Thursday, XX/XX/XXXX, Wednesday, XX/XX/XXXX and then Monday, XX/XX/XXXX. I have not received any response from you or from anyone at FirstBank about this matter. 

Per the CFPB, I should have received a response from FirstBank within 10 business days after I first notified the bank on Friday, XX/XX/XXXX. I then called back in on Friday, XX/XX/XXXX and spoke with a bank representative and then a supervisor named XXXX. When I reached out to you by phone on XX/XX/XXXX, you informed me you were not able to find anything on the matter, but you would get it taken care of. You asked for me to email you any correspondence that I had with the merchant, which I did that day and you responded to me that you had received it. 

I will be visiting a local branch today to speak with the location manager. If I do not receive a response from anyone at FirstBank by noon on Friday, XX/XX/XXXX, I will be filing a formal complaint with the Consumer Financial Protection Bureau. 
https : //www.consumerfinance.gov/ask-cfpb/how-do-i-get-my-money-back-after-i-discover-an-unauthorized-transaction-or-money-missing-from-my-bank-account-en-1017/ # : ~ : text=Once % XXXX % XXXX % XXXX % XXXX, that % XXXX % XXXX % XXXX % XXXX. 

I expect a bank that will communicate with its customers and do the right thing. At this time, FirstBank has done neither. 

Sincerely,

Company response to consumer: Closed with explanation