Complaints

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was approved for a loan to buy a home. My loan term was 30 yr at a 6.125% interest rate. I signed all the disclosures and documents required. On the day I was suppose to close on the home, my loan officer advised that they messed up my loan and said I was actually not approved on my loan and offered me a different loan for 20 years at an 8% interest rate. They then ran my credit again without my approval. The homeowner in now threatening to back out due to the businesses failure to provide a loan even thought they have all of the documents they need. They’re asking me to provide them a letter saying if I don’t get this home I’m purchasing I’ll be homeless. I told them not I will not provide that because I have a home and income. It’s been 6 weeks since I started this process and the company keeps requesting the same documents I’ve already provided and misplacing what I provided them with. I have spoken to the president of First United at their corporate office and was advised the process will been rushed, but we still have not been shown any progress.

  Business response

  08/30/2024

  8/30/24
  
  Better Business Bureau
  ** ** ***** ******
  Oklahoma City, OK 73102
  
  RE: ********
  
  To whom it may concern:
  
  First United Bank and Trust Company has received and reviewed the information in the referenced complaint submitted to the Better Business Bureau. We value our relationship with you, and as always, we desire to provide the highest levels of service to help you Spend Life Wisely.
  
  Description
  
  The customer is dissatisfied with the lengthy loan process and the errors made, including being offered a different loan than originally approved and repeated delays.
  
  Response
  
  The loan process initially began with our Mortgage Company but encountered challenges due to changes in the customer's work history. However, we quickly transitioned the loan to an in-house option and successfully closed the loan within 7 days, ensuring we met the customer’s closing date.
  
  If we may be of further service, please contact the Customer Care Center at ************* 

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Had my identity stolen by the use of my non-public information was used to purchase a car from *********** in ***, ********, first United Bank remotely accepted and approved credit application without ever confirming any identification such as the driver's license or an ID or other identify case and matching credentials nor did their employees meet the applicants after i requested records and obtaining records the signature on the security instrument pro-porting to be mine was a scribble and not mine and did not match my records, I first became aware of this issue in May of 2021 and send a formal letter to First United Bank dated 5/5/2021 after reviewing my credit report and after investigating I determined the transaction was a fraud as such in providing ample evidence "***********************" a FUB employee in ******, ******** she denied any relief in correcting issue in anyway and was completely unprofessional and continues to report to this day 11/07/2023 negative remarks on my credit file that has harmed me and caused the denial use of my credit, the shocking disregard to an identity theft and fraud issue by First United and the unethical *********************** is incognizable The alleged Contract Form No. 533-OK-ARB and FIRST UNITED BANKS authority to enforce terms is Void and Voidable and appears to Claimant the works of Fraud and deceptive practices by FIRST UNITED BANK and *********************** but not limited to the following:1. Signature Is Not Authorized 2. Address on Contract is also in Error not used by Claimant 3. 12/02/14 ***** *************************** was out of State on vacation 4. FIRST UNITED BANKS Copy of Certified Statement as provided by *********************** Lists a ****** Address that is Unknown to Claimant 5. ******* of ******* and Notice of default therefore are invalid and all actions brought against Claimant were in error and fraud that has damaged Claimant 6. Claimant has never owned a ****** DEMAND MY CREDIT FILE REPAIRED AND ****** IN DAMAGES TO BE MADE WHOLE

• Initial Complaint

  10/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have been trying tirelessly for months and so has my insurance agent, to get this bank to take the $170 a month i pay to escrow just for insurance, to pay my insurance policy and now insurance is threatening to cancel even though escrow has been billed several times, emailed, called, ive called, we have all called and they WILL NOT help me get my insurance paid. Im exhausted. I keep getting told it will be escalated and the ball gets dropped over and over. State farm prematurely billed for a defunct policy in April 2023 for $1207.00. The policy never got through underwriting and my agent had to go back and submit a new policy. The new policy was about $2400-2500. But your escrow department sent State farm a check for $1207 which state farm had billed but then forwarded the check to me. I was under the impression it was an overpayment. I was informed it wasnt. And that they would rebill escrow for the remainder of the premium. Nothing. No one in the escrow department would do anything. If i call they send me in circles saying to just have insurance bill but due to the insurance paid line on 4-17-23 they wont pay my insurance policy and im now being threatened to have my policy cancelled!!! I paid almost $900 out of my own pocket to give escrow a chance to make it right and for State Farm to delay cancellation, my agent had them rebilled i dont even know how many times and First United will NOT PAY THE ***** Ive already paid $170/month (over $2000/year) into escrow for insurance alone which needs to be used to cover this bill. I shouldnt have to pay more money from own pocket twice.****** has been rebilled again snd still ignoring. Im so tired of chasing this issue around for literally months. I need the escrow department to directly contact State Farm and work this out. I physically cannot do anything, my hands are tied and my insurance agents hands are tied from both sides and no one will helps us get this straightened out.Loan Act# **********

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First United botched our account and never put the right amount of money each month into an escrow account to pay taxes. We ended up getting a letter from the county that our taxes werent paid. We had to contact First United and they had to rectify this. We then had to sell our car to pay off escrow account and we requested it be closed. We received the letters attached that it was closed. We just found out they never actually closed it and have now paid our home owners insurance, which we have not agreed to terms with the home insurance policy, and have put us back to negative in our escrow( even though this account was supposed to be CLOSED and my mortgage should have gone down $200). First United refuses to take responsibility and wants me to cancel my policy and have liberty mutual refund me then pay off the escrow account even though the account should have been closed and liberty mutual should have never been paid! I have not signed a new term with liberty mutual and is not on auto renew so it should have never been paid out of a closed account. I want ******************************************* to take responsibility, get refunded from liberty mutual themselves and close the escrow account like they were supposed to after they botched our taxes. They are telling me I have to close my liberty mutual account, get refunded then pay them off. I planned to stay with liberty mutual but pay them directly which was cheaper for us since our escrow account should have been closed.

  Business response

  08/10/2023

  As a result of our research, it has been determined that First United Bank and Trust followed all the proper closing and escrow procedures for a construction to permanent financing loan as well as the payment of the homeowners insurance policy to Liberty Mutual. First United Bank and Trust considers this matter closed. If you have any further questions or require additional clarification regarding this matter, please do not hesitate to contact our ******************** at ************. Thank you. 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Deposited a check on May 21st, 2023 at the bank atm, said I had a balance of $226.74, then the bank put a hold on check till the 31st, and as of the 24th been 5 nsf charges, and they refuse to release funds, branch manager said that she could but wouldn't, vice president called and threatened to shut down my account, I'm on ssdi, would mess up 3mos of checks, was told I'm not allowed to call back, I have 2 special needs kids, and I'm mental and physically disabled, can't get to treatment while my funds are withheld and I'm being robbed $30 per nsf charge... total refusel to understand or help, trying to get a new bank account and be done with this bank for good

  Business response

  06/08/2023

  To whom it may concern:
  First United Bank and Trust Company (the “Bank”) has received and reviewed the
  information in the referenced complaint submitted to the Better Business Bureau. We value
  our relationship with you, and as always, we desire to provide the highest levels of service
  to help you Spend Life Wisely.
  Complaint Description
  Customer’s Statement of the Problem:
  Deposited a check on May 21st, 2023 at the bank atm, said I had a balance of $226.74, then
  the bank put a hold on check till the 31st, and as of the 24th been 5 nsf charges, and they
  refuse to release funds, branch manager said that she could but wouldn't, vice president
  called and threatened to shut down my account, I'm on ssdi, would mess up 3mos of checks,
  was told I'm not allowed to call back, I have 2 special needs kids, and I'm mental and
  physically disabled, can't get to treatment while my funds are withheld and I'm being
  robbed $30 per nsf charge... total refusal to understand or help, trying to get a new bank
  account and be done with this bank for good.
  Complaint Response
  We sincerely apologize for the inconvenience and frustration you have experienced with
  your recent check deposit at our bank. We understand the importance of timely access to
  funds and the impact it can have on your financial well-being. We appreciate you
  bringing this matter to our attention, and we would like to address your concerns.
  Regarding the hold placed on your check until May 31, 2023, we understand that
  unexpected fees resulting from non-sufficient funds (NSF) charges have caused
  significant inconvenience for you. We apologize for any confusion or lack of clarity
  regarding the hold and its duration. Our intention is to ensure the security and validity of
  funds deposited into our customers' accounts, which occasionally necessitates the
  implementation of holds in accordance with our policies and regulatory requirements. We
  assure you that our team's primary goal is to assist and support our customers, and we
  apologize if you felt otherwise. Please be aware that the hold placed on your funds was
  lifted on May 31, 2023, allowing the funds to become accessible to you on June, 1, 2023.
  We want to assure you that any fees incurred as a result of the hold have been fully
  refunded to as of June 6, 2023.
  We regret to hear that your interactions with our branch manager and the vice president
  were not satisfactory. We assure you that our team's primary goal is to assist and support
  our customers, and we apologize if you felt otherwise.
  We understand the impact these circumstances may have on your financial stability,
  especially considering your reliance on Social Security Disability Income (SSDI) and
  your responsibilities as a parent of special needs children. Our intention is to provide
  assistance and understanding to all our customers, regardless of their circumstances. We
  apologize if this was not adequately conveyed during your previous interactions.
  Thank you for bringing these matters to the Bank’s attention. We apologize for any
  inconvenience and hope we have been able to help with your concerns. If you need
  further assistance or have any questions, please contact our Customer Care Center at 580-
  924-2211 or online by sending a secure message to FirstUnitedBank.com.
  Respectfully,
  Complaints Management Officer

• Initial Complaint

  03/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or around (Thursday) February 23, 2023 I had received my Federal Taxes. I go to the main branch of the First United Bank in **** OK and withdrawal $440 to pay the rest of my rent. Everything is good and I get everything taken care of and then I believe the next night I had 1$ left in my account. It was actually updated and showing me this information on my Mobile Banking App around 10:45PM (CST) on Friday. Well, here comes Saturday the day I spoke with a loan company about receiving a loan that morning. (Right Now Loans to be exact) Well later on that evening I had $400-500 added into my account. I was thinking okay, maybe I received this loan? This doesn't make sense? But since First United Bank made it per my request to not allow my account to go into the negative, then i'll be fine! If it's something glitchy going on with the system, it won't allow me to use this random $ that was deposited into my account. Long story short about four days later my account was negative this amount! First United cannot accept responsibility for their mess-up's nor do they care about human beings in general these days! Sad to say, this was a fantastic bank up until recently. 1 rep told me it was something to do with cash app being down (whatever that means) another told me it was a glitch on their end. Never was they empathetic or caring. They continue to try to charge my bank card and allow me to go into the negative even more! I had to disable my card to put an end to this unprofessional bank. Steer clear from this bank in 2023...There's more to this story, if you need to contact me via email ill be glad to give more information on this matter.

  Business response

  04/14/2023

  First United Bank and Trust Company has received and reviewed the information in the referenced complaint submitted to the Better Business Bureau. We value our relationship with you, and as always, we desire to provide the highest levels of service to help you Spend Life Wisely.

   

  On February 24, 2023, *** CPS (a third-party vendor) notified us that they had an issue with one of our daily posting files that consisted of pinned transactions and POS credits. This caused a delay in transactions that should have posted at end of day on Friday, February 24, 2023 and the transactions did not post until end of day on Monday, February 27^th, 2023, in which all transactions corrected on the account. The customer was able to see the $800 credit, however as she was making withdraws over the weekend, they were not reflecting accurately due to the missing file.

   

  The **************** Manager located in ***, ** has reached out to explain what occurred with the missing file and is working together with you to get your account cleared. Thank you for bringing these matters to the Banks attention. We apologize for any inconvenience and hope we have been able to help with your concerns.

   

  If you need further assistance or have any questions, please contact our ******************** at ************ or online by sending a secure message to FirstUnitedBank.com.

   

  Respectfully,

   

  Complaints Management Officer

• Initial Complaint

  02/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Where do I begin? Bonham, TX location. The incompetency runs deep and wide here. I was added to a business acct bc I was the finance director. I informed them of my departure immediately as they attached that business acct to my personal login and I have account access to this day!!!! That’s right. I could transfer funds or pay bills if I wanted to from a former employers account. I kid you not. Then a check in my name that had been deposited in June to Wells Fargo was deposited again fraudulently only to this bank in someone else’s name after the void period and they still cashed it!!! I’m still fighting to get my money from the mortgage company who owed me those funds. $674.76. Called numerous times to local and corporate locations with zero resolve. Told to contact wells then issuer but nobody wants to accept responsibility. Doesn’t meet threshold to file theft charges I was told. Welcome to bonham. Before the incident previous to this, I Yelled at a banker one day bc they would not release my money although I had an available balance of over $56,000. She said “no” there was supposed to be a hold on this check-when I replied sounds like an HR issue to me not a “me” issue. I then spent over an hour with management and little miss snarkbark where they demanded to see the balance of the issuing party’s private business account to “confirm the amount I was requesting $12,000” was actually in their account. A banker. Asked a private citizen and business owner to show her their real time bank account information. Unprofessional is too good a word to describe this place. Absurd. Incompetent. Down right unbelievable. I’m not sorry I yelled at her and I’m not sorry I shared the grading curve guidelines or suggested they should evaluate the water source in Bonham. It is mind boggling to think some of these people live on their own. Good grief. Next to Wells Fargo, worst banking experience of my life.

  Business response

  03/01/2023

  March 1st, 2023
  
  Better Business Bureau
  17 S. Dewey Avenue
  Oklahoma City, OK 73102
  
  RE: ********
  
  To whom it may concern:
  
  First United Bank and Trust Company (the Bank) has received and reviewed the information in the referenced complaint submitted to the Better Business Bureau on February 26th, 2023. We value our relationship with you, and as always, we desire to provide the highest levels of service to help you Spend Life Wisely.
  
  Thank you for your correspondence. The Bank has completed a review of your concerns regarding a mobile deposit dated October 11th, 2022. However, you are not listed on the account in question and due to privacy considerations, we cannot share private information with you involving the account owner or any aspects related to their accounts. Please contact the issuer of the check to assist in resolving this matter.
  
  Although we understand this may not be the response you are seeking, we appreciate you notifying us of your concerns.
  
  If you have questions or need further assistance, the Bank’s Customer Care Center is available at 580-924-2211 or online at FirstUnitedBank.com by sending a secure message.
  
  Sincerely,
  
  Complaints Management
  1400 West Main Street
  Durant, OK 74701

• Initial Complaint

  08/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called First United Bank of OK on 07-07-2022 to close my debit account and spoke with customer service. After getting my information they assured me that account will be closed and they will send me the remainder of my money. Month has passed and my account still open while bank gets to withdraw monthly fees. I call again on 08-12-2022, get the same response! I feel like they on purpose keeping my account open so they can keep stealing my money, this is basic thievery! Next step I will be sending fax. Nobody seems to care about clients at that bank.

  Business response

  09/08/2022

  I am reaching out to you about complaint *********** that was submitted to the BBB on 8/12/22 by ***************************.

   

  Business response

  09/28/2022

  see attached

  we will be in contact 

*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. ↩