First Financial Bank Grant Line Rd, New Albany

Closing my accounts. First they wouldn’t allow me to use over 2500 to purchase something which I had plenty in my account. I called to have it fixed. Never fixed. Now they just blocked me from using Zelle. Can’t even get a call back. Going to local branch tomorrow to close accounts. Stay away.

Went to this location to cash a check, was lied to and told a check I deposited 4 days earlier hadn't cleared. Call corporate and told my check had cleared and my funds are available. Truth was they didn't have enough money on site cash my check. Had to go to 3 locations to get my money from my account. Don't bank here!

The first financial fraud team locked my debit card and credit card out while i was on vacation. So i had no cash starving and of course it was a saturday night. And instead of calling first they lock it up and wait 12 hours and still do nothing. So i use my moms card and now they are telling her i should press fraud charges even though my mom and i talked and she knew what had happened. Oh i have 12000 in my account. So yes still no working card had 3 different tellers tell me they fixed it but didnt. Now 12 and counting customers will be going elsewhere to bank.

Got my card and used it one time then made a payment. Went to use my card again it wasn't working. Requested a new card and got it. Used it one time and again the card doest work. Was told at the bank I had to call the number again to request yet another card and they couldn't do it at the bank. Beyond frustrated

Stopped in to make a payment on my home equity line of credit, and was told by the teller that it made no difference whether I paid by cash or debit, that no fees are charged by any bank for debit payments. I told them that did not sound right to me, but they insisted and ran my card anyway. Sure enough, my other bank charged a $5 fee because over-the-counter transactions at other banks are always considered non-ATM withdrawal cash advances. I contacted the bank and shared my complaint with the branch manager, but all they did was have the teller call to apologize and say they would not refund any fees to make it right. The branch manager is gutless and unhelpful, the teller is ignorant (but apologetic at least), and the bank should be avoided. Fortunately my other bank was sympathetic to the story and refunded the fee, even though it was not their issue to resolve. There's a big difference between serving customers and taking advantage of them, and for a pittance like $5 after our years with the bank, really they should be ashamed. Fortunately it was not for a larger, more important transaction, which I will certainly be avoiding in the future. Customer displeased, business lost; hope the $5 was worth it for them.

Please note: my issue is with First Financial in general, NOT the New Albany branch! I have a bank account established to pay our mortgage. This happened because Mainsource offered a slightly lower interest rate if we opened a bank account with them and agreed to ACH our mortgage payment each month. Jump ahead three years and Mainsource was acquired by First Financial. First Financial offered online banking so I downloaded the app after the acquisition was final and explored the online services being offered. Apparently I clicked on their bill pay feature, I'm sure I did because I was just checking things out. I NEVER created a payee. I NEVER paid a bill out of the account. I was simply reviewing the on-line services offered by the new bank. Apparently since I clicked on that link to explore the services they offered, I agreed to pay a monthly bill pay fee and so I've been charged $5 each month for that service. A service I have NEVER used. I never noticed this until I went into my account last night just to check to make sure my mortgage payments were coming out, blah, blah, blah. Keep in mind this account is for the sole purpose of paying my mortgage, so I don't do anything else in this account. I don't have checks for this account. I never had a debit card for this account until this acquisition happened. So I called today to see what this $5 fee is for and that's when I learned it was a result of clicking on the link to explore on-line bill pay; not a result of actually using the service...but for simply exploring it. They are more than happy to refund the last two months but they "can't" refund the previous five months. Really? Why would they position the initiation of the service fee at the point of entering the on-line bill pay tool vs at the point of creating a payee? The creation of a payee is really when the end user starts to impact the bank's resources. I get storing payee information requires server space; not $5 of space a month but whatever. I get there are costs to the bank to create and support this functionality and service, but to initiate the fee BEFORE an end user creates even one payee is ridiculous. So...check your accounts. If you clicked on anything you might be paying for trying to get to know your new bank. Can you imagine the revenue this creates? It's $5 so people easily miss it. Think of the hundreds or possibly thousands of people who did the same thing I did and also didn't notice the monthly fee. It's an interesting way to create an income stream. It's shady but I have to acknowledge their creativity.

The merger with MainSource has shown that first financial bank has the worst customer service possible.

Staff was very friendly and helped me so much!

It's a very clean and friendly environment.