I called with 3 different problems I was having (pin not working, being locked out of my app, and a Zelle problem) The call was answered by Iris and she helped me with my app logins, transferred me to Gabrielle who helped with my pin, and he transferred me to Bonnie who got my Zelle set up for me. When I was out on hold, it was about 20 seconds before they were introducing me to the next person. I’ve NEVER had to be on hold for that small of an amount of time. The whole call was about 10 minutes and all my of questions were answered and problems fixed! Everyone was easy to understand, no language barriers, no bad connection, no loud call center noise in the background, etc. it was very pleasant!

The app is very user friendly and easy to navigate. My only issue is the Financial Tools. That may not actually be the app itself, but the programming. I have the same weekly transaction for my church, and although I’ve told the system to mark it a certain way each time, it doesn’t recognize any part of the name. The transaction is slightly different each week (last portion of the phrase). The first set of words are the exact same each transaction. So the algorithm should pick up that up, but it’s built to only recognize a word or series of words if it matches 100%. So although the first portion never changes week to week, the programming cannot catch it. And then, the category the system defaults to, makes absolute no sense. If a word has the full word “church”, how does that default to vacation? The Financial Tools is slightly newer so hopefully they work on improving it. Otherwise, I love the bank and the app features.

If it wasn’t for the way First Financial does the APP photo check deposit I would have given a 5 star rather than the 2 star since I found the APP photo deposit I have used it several times and the convenience side of it is a great idea BUT It isn’t convenient at all because when you use the APP photo deposit it takes at least 3 days before you can access the money and then when First Financial do finally deposit it into your account the last photo deposit I did it has been 4 days and we still do not have access to the full amount. This feature is suppose to be fast and convenient BUT it is everything but fast and convenient. The way I see it this is all computer generated so in turn of that a photo deposit should be faster, the TV commercials indicate that when you do a photo deposit it immediately goes into your account but sadly it does not First Financial Bank sits on it for several days then they they don’t add the full amount into your account. Fix this and I’ll gladly give a 5 star rating Patrick

Easy to read, relatively intuitive on most use cases. I suppose for small personal usage which is 90% of your customers, it’s fine but on the commercial side, it would be nice to have some separation between asset accounts and loan accounts. After years of use, I still have no idea what the color coding is for on the account lists, whether it’s different shades of red or blue or gray. Two different colors for assets and liabilities would help. Next, as convenient a feature as photo deposits are, it’s also easy to forget what a deposit was for and when you go back to look at the transaction, only the amount is listed. An actually photo of the check would be nice when it’s time to reconcile your accounts. Finally, I wish records were kept a little longer online than they are. My Chase account keeps your records available for 7 years. Thanks for listening, good bank, good people!