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Business Profile

Financial Planning Consultants

First Command Financial Services, Inc.

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for First Command Financial Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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First Command Financial Services, Inc. has 64 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/13/2025

      Type:Billing Issues
      Status:
      Answered
      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 recently reviewed my credit report and discovered an error related to my account with FST COMND BK. I am a victim of identity theft and have filed a complaint with ***************** regarding this matter. Below are the details of the affected account: Account: FST COMND BK ? Account Number: 1272** ? Opened Date: 7/29/2022 ? High Credit: $4,000.00 This account was opened fraudulently as part of the identity theft and does not reflect any legitimate financial activity. I request that *** ******** remove this account immediately from my credit report, as it was not authorized by me. The presence of this account on my credit report is causing significant damage to my credit score and financial standing.I have filed a formal complaint with ***************** regarding the identity theft, and I urge FST COMND BK to conduct an immediate investigation, remove this account, and update my credit report accordingly.Thank you for your prompt attention to this matter.

      Business Response

      Date: 03/19/2025

      Dear ****** ******,

      Thank you for contacting us regarding BBB Complaint ID ******** submitted by *********************** We appreciate the opportunity to provide further context on this matter.

      At First Command, we take customer concerns very seriously and are committed to conducting thorough investigations when issues are raised. In response to this complaint, we have conducted a detailed review of the matter, including direct outreach to the individual and Mr. ******** assigned First Command Financial Advisor.

      Our investigation confirmed that the First Command Bank account in question was opened with the complainant's full knowledge and authorization. Furthermore, their First Command Financial Advisor contacted Mr. ******** to verify this information and provide any necessary clarification. The complainant told us directly that he did not submit this request to the BBB and confirmed the validity of the loan.

      We understand that financial matters can sometimes be complex, and we remain committed to providing transparency and support to our clients. However, given the findings of our investigation, we must respectfully state that this complaint is not valid. First Command Bank has acted appropriately and in accordance with all regulatory and ethical standards.

      We encourage any customer with concerns about their account to reach out to our team so that we can provide the assistance promptly and directly. Our priority is always to serve our clients with integrity and trust.

       Please let me know if you require any additional details to close this matter.


      Sincerely,

      ****** *********
      Associate *************************** and Licensing


    • Initial Complaint

      Date:06/27/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The company does not permit me to close the credit card. Company is unable to provide 1. reliable contacts who know how the company operates 2. enable closing this card or 3. update information or permit online access to my account and receive benefits and points. Ongoing, long standing issues to update personal information.

      Business Response

      Date: 07/02/2024

      First Command Bank spoke to the client.  We were able to correct some inconsistencies with the customer's information on file which had caused verification and access issues on their account, offer an opportunity to redeem their credit card points before closing their card, and ultimately close the customer's card, as requested.  We have addressed all this customer's outstanding concerns and are glad we were able to serve this client in a timely manner.

    • Initial Complaint

      Date:10/16/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      We recently closed some of our accounts with First Command and were charged fees on our account that we did not agree to. We were charged $99.94 twice as well as $89.53 totaling $289.41. We are requesting that First Command reimburse the fees to us via check for the total $289.41.

      Business Response

      Date: 10/30/2023

      Within 24 hours of being notified of this experience from the BBB, First Command called and spoke to the client.  We were able to explain the fee schedule was provided with the account applications when the accounts were opened. We agreed to reimburse the fees to the client as a good faith gesture and have addressed all his outstanding concerns. The client was satisfied with our response and stated that they would try and recall the complaint with the BBB. Leadership has also reviewed the actions leading up to this feedback and will be using this as an opportunity to enhance our training in the explanation of fees. 

    • Initial Complaint

      Date:06/21/2023

      Type:Billing Issues
      Status:
      Resolved
      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 have been banking with First Command for years. Last month I switched to a new checking account with a different company. I thought I had switched over all my payment accounts, but I had not. I was charged over $500 in late fees and even though I had a negative balance, they continue to allow transactions to go through (each time a transaction tried to go through and was denied I was charged $29). I recently called to discuss this matter with First Command and asked that a stop payment was put on the account. They said that was not possible and when I asked again, they said it would be $20 per account to put a stop hold on. For a company that "prides" itself on helping members have financial literacy, this is absurd.

      Business Response

      Date: 07/03/2023

      Within 24 hours of being notified of this experience from the BBB, First Command Bank called and spoke to the client.  We were able to issue a stop payment with a third-party vendor and refund 100% of the fees that were created and addressed all outstanding client concerns.  The client was satisfied with our response and stated that they would try and recall the complaint with the BBB and have re-engaged with our products and services.  Leadership has also reviewed the actions leading up to this feedback and will be using this as an opportunity to enhance our training and onboarding process to ensure we maintain the world-class service that our clients have expected and enjoyed.

      Customer Answer

      Date: 07/05/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. First Command Bank contacted me before they knew of the complaint to resolved the issue as they were unaware this is how the situation was handled. I am very satisfied regarding First Command's actions. 

      Regards,

      Victoria Bunk

    • Initial Complaint

      Date:08/01/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      This company is continously reporting erroneous, derogatory information about me which is killing my credit & my Professional image. I have requested for any proof of their claim but I was not able to receive any therefor this account needs to be deleted from my credit file.

      Business Response

      Date: 08/17/2022

      First Command Bank responded to the client directly on June 23, 2022 and included a copy of all supporting loan documents. 

    First Command Financial Services, Inc. is BBB Accredited.

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