Long Delays, Account Issues As Old National Bank, First Midwest Merge

TINLEY PARK, IL — First Midwest Bank customers making the transition to Old National Bank amidst a merger have encountered difficulties and frustrations throughout the process, with many noting hours-long phone waits, missing or malfunctioning debit cards, and online access issues.

The merger, announced publicly in June 2021, was first set in motion with First Midwest Bank customers with initial language and mailings in June 2022. As the transition finalized Monday, July 11, customers found themselves in various snafus trying to adjust.

"Combined 10 hours on hold between Monday and Tuesday and never got through to anyone," said customer Bill Tuzich. "Trying again today."

Local First Midwest Bank branches were closed to business the weekend preceding the official switch, to allow time for signage changes and other updates. To brace them for the change, First Midwest customers were sent welcome packages, instructions and new debit cards in late June. Some say their cards got lost in the shuffle, or the access information provided to them did not work.

"Never received my debit cards, went into bank to get them, the machine was down so no debit card," customer Chrissy Jenga said on the Oak Forest Patch Facebook page. "I still can’t log to online banking. The poor people in the bank were doing the best that they could ... but corporate is failing them."

Another customer said she did not receive her debit card, and was placed on hold for over two hours.

"Sat on hold yesterday 2 hours 17 minutes and was conveniently disconnected after business hours," Amy Box said on the Tinley Park Patch Facebook page. "I got 2 debit cards, one of my kids got zero. It’s been a bad experience with zero support in place!"

Patch could not reach Old National Bank for comment, but a notice on their website advises visitors, "we are completing our partnership with First Midwest this week and wait times for our Customer Care and branch teams may be longer than usual" with a link to their FAQ.

"I was locked out of my account due to old national giving us the wrong instructions on how to log in for the first time," Cindy Skala wrote on the Oak Forest Patch Facebook page.

A second notice on their website addresses customers' issues with activating new debit cards or accessing online accounts using the information issued in the initial mailings.

"It has come to our attention that some clients are experiencing issues when trying to activate their Old National Debit Mastercard using the phone number included in their debit card mailing," the notice reads. "As an alternative, you may activate your new Old National Debit Mastercard by calling 833-246-9308."

Though few, some have reported a smooth transition, with no issues throughout the process.

Indiana-based Old National Bank now has locations across the south suburbs, including Palos Park, Tinley Park, Oak Lawn, Frankfort, New Lenox, Mokena, Crestwood, Palos Heights, Homewood, Palos Park, Orland Park, Evergreen Park, and more. A complete branch locator can be found online.