First Merchants Customer Service — Expert Guide

Overview and primary contact channels

First Merchants customer service is your gateway for account inquiries, dispute resolution, card control, and technical assistance with online or mobile banking. Most modern community banks, including First Merchants, expose at least four primary channels: phone support (including a 24/7 lost-card hotline), in-branch consultation, secure messaging through online banking, and staffed live chat during business hours. Expect phone and secure-message workflows to be the fastest for transactional issues, while branch visits are better for notarizations, loan signings, or identity verification that require Originals.

When you call, ask for a reference or ticket number and the representative’s name. That single step reduces repeat work and speeds escalations. If you intend to raise a formal complaint, use the secure message system inside online banking or a registered mailed letter — those create an auditable trail banks prioritize in formal investigations.

What to prepare before you contact customer service

Preparing documentation in advance shortens resolution time by 50–80% in typical cases. At minimum bring: account number (or last 4 digits if on a phone call), dates and dollar amounts of transactions in question, transaction reference or authorization codes, and a government-issued photo ID for in-branch verification. If you are disputing a charge, include merchant name, transaction date, receipt image, and any communication with the merchant.

• Documents checklist: account number; government ID; recent bank statement pages (last 30–90 days); receipt photos; screenshots from merchant apps; police report number (for theft/fraud); written timeline of events with timestamps.
• Digital items: screenshots of error messages, copy of email/text confirmations from the merchant, and the device model/OS used if reporting mobile-app issues (helps technical teams reproduce bugs).

Having these ready lets the representative open an investigation immediately instead of asking for follow-up, which typically shortens investigatory timelines from multiple weeks to 10–15 business days for straightforward disputes.

Card fraud, disputes and regulatory timelines

If you suspect card fraud, call the bank’s lost/stolen card number immediately to block the card and request a replacement. For U.S. customers, federal rules provide guardrails: for many electronic fund transfer errors, consumers should report unauthorized transactions promptly — reporting within two business days typically limits liability to $50; waiting longer (up to 60 days from the statement date for debit errors) increases potential liability and may forfeit protections. For credit-card billing disputes under the Fair Credit Billing Act, written disputes are generally required within 60 days after the bank mailed the statement containing the error.

Operationally, banks often provisionally credit accounts within 7–10 business days for investigated unauthorized transactions while they complete a full investigation. Complex cases (international transactions, merchant-contestable authorization) can extend investigations to 30–90 days. Always record the time you reported the issue and obtain the incident/ticket ID so you can reference it if deadlines or provisional credits are not applied.

Escalation path and complaint resolution

Start at frontline customer service, request a supervisor if unresolved, then ask to escalate to the bank’s dedicated complaint or dispute resolution unit. Good escalation protocol: 1) obtain ticket/reference number; 2) request escalation to Specialist/Dispute Team; 3) ask for estimated resolution timeline in writing. Document each conversation with date/time, representative name, and what was promised.

• Quick escalation steps: record initial contact (date/time); request supervisor; ask for specialist escalation; request written confirmation (secure message or email); if unsatisfied after final bank appeal, prepare a complaint for the CFPB or your state banking regulator with your documentation and ticket IDs.

Most reputable community banks aim to acknowledge formal complaints within 1–5 business days and deliver a substantive response within 10–30 business days. If these timelines are missed repeatedly, regulatory complaint channels (CFPB.gov for U.S. customers) provide an external enforcement and mediation path.

Fees, holds and common operational details

Understand typical hold policies: cash and electronic direct deposits are usually available next business day; check deposits often have short holds (1–7 business days) depending on amount, new-account status, or unusual patterns. Overdraft and nonsufficient-funds (NSF) fees vary by product; many banks publish fee schedules online and may waive one-time fees as a courtesy on first incidents.

If you face an unexpected hold, ask the representative for the exact reason, the date funds will be made available, and whether you can reduce the hold by providing additional documentation (e.g., copy of the check or proof of deposit). Getting a concrete date and reference number reduces confusion and prevents surprise overdrafts.

Practical scripts and best practices

Phone script (short): “Hello, my name is [Full Name], account ending XXXX, I’m calling about a [describe: unauthorized charge/failed deposit/app error] on [date] for $[amount]. I have ticket/receipt [reference if any]. Please create an incident and provide the ticket number and estimated resolution timeframe.” End by asking, “Can you confirm this incident will be escalated to your specialist/dispute team if unresolved?”

Best practices: always request a ticket number; use secure messaging inside online banking for an auditable paper trail; keep a chronological log of all interactions including names and times; ask for provisional credit if eligible; and if the bank’s final decision is unsatisfactory, escalate to state regulators or the Consumer Financial Protection Bureau with your documented timeline and ticket IDs.

Do banks have 24 hour customer service?

Customer service hours vary among banks, with many only offering the ability to speak with a representative during business hours. If you prefer wider access to customer service, you might want a bank that allows you to communicate with a live person anytime.

How do I contact Merchants Bank?

(888) 457-3444
Does Merchants Bank have Telephone Banking? Yes. With Phone Banking, you can transfer funds between accounts and access account information 24-hours a day by calling (888) 457-3444.

Is First financial bank customer service 24 hours?

How do I contact client support? You can call our Client First Center at 877.322. 9530, Monday – Friday 8:00am –8:00pm EST, Saturday 8:00am – 5:00pm EST. Automated account access is available 24/7.

How can I talk to my first bank customer?

By calling FirstContact on +234 807 019 4190, 02-014485500, 02-019052326, 0708-062-5000. By emailing FirstContact [email protected].

How do I contact First Merchants Bank customer service?

1.800.205.3464
Give us a call at 1.800. 205.3464. Our Customer Service team is available weekdays from 8 a.m. – 8 p.m. ET and Saturdays from 9 a.m. – 3 p.m. ET. You can also reach us via our Contact page.

Does First bank have 24 hour customer service?

Option 1: FirstBank’s 24-7 Telephone Banking can be reached at 866-342-5178 and can handle this request. Option 2: Lost or Stolen Debit Cards can also be reported by calling 800-413-4211. What is FirstBank’s routing number? What is FirstBank’s current holiday schedule or holiday branch hours?