ComplaintsforDollar Bank

• Initial Complaint

  06/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I check my account balance before I make any purchase , however dollar bank likes to decide when the pos happens and I ha random $36.00 all over the place. I did get 7 back but now there’s 4 more . I called and was told it depends how it goes on. Bull…. POS should come right out. I have been with them 26 years and I hate to leave because this issue is ridiculous. They even put them where plenty of money was.??????? This is ridiculous!!!!!

  

  Business response

  07/05/2024

  Good day,

  Please see the attached Bank response. 

  Please let me know if you have any questions. 

  Thank you,

  ******* *********

  

  Business response

  07/08/2024

  Dear *** ********
  
  The complaint that was filed with your office was received by Dollar Bank on July 1, 2024. I have researched the customer’s concerns and offer the following information.
  
  Per the customer’s complaint, Dollar Bank randomly posts Point of Sale transactions and then charges customers overdraft fees. She is not happy with the fees that she was assessed and wants reimbursed.
  
  Shortly after receiving the customer’s BBB complaint, the customer contacted my office. She was charged a $36 Overdraft Fee the prior evening and wanted it waived. I advised the customer that I would research her concerns and return her call.
  
  On April 8, 2024, *** ***** contacted Dollar Bank’s Customer Service Center asking that an Overdraft Fee be waived. The request was denied, however, her request was escalated to her branch for review. During the conversation with Customer Service, the customer was provided information about Overdraft Protection, which the customer agreed to have added to her checking. Unfortunately, the representative added the service incorrectly and changed the checking to allow Point-of-Sale approval when there were insufficient funds in the account. 
  
  Two hours after that discussion, the Bank’s Greengate Office contacted the customer to talk about her fee waiver request. Again, the management team agreed that the fee would not be waived due to the amount of fees that had been waived year to date. They advised the customer that her account had been Opted-In for Point-of-Sale transactions, which would cause more fees to be charged if she did not have sufficient funds to cover them. The management team advised the customer to visit the branch or call Customer Service to change the account back to its original status. The customer agreed, but never followed through with the suggestion. However, an hour after that call, she contacted another branch and they waived her Overdraft Fee. 
  
  The customer contacted Customer Service in the middle of June asking for fee consideration. At that time, the fee was waived and the checking was converted to being Opted-Out of Point-of-Sale transactions. 
   
  Upon receiving the customer’s call, I contacted the Vice President of Branch Support regarding the Overdraft Fee that was assessed on June 30th. The Vice President reviewed the account and saw that all fees that were assessed from April 8th through June 30th 2024 had been waived for the customer when she would call for fee consideration. A total of $543 in fees, which included (14) Overdraft fees and (1) Stop Payment Fee. He agreed to waive the Overdraft Fee from June 30th. However, going forward, since the customer has been advised by several Dollar Bank representatives the manner by which Point-of-Sale approvals / denials are processed, the customer will be responsible for maintaining and managing her account. Going forward, any fees that are charged, and are not caused by a Bank error, will be the customer’s responsibility to pay. 
  
  I contacted the customer and reviewed all of the information with her. I reiterated how Point-of-Sale transactions are processed and how to avoid fees in the future. I also advised the customer that she had not paid any fees in the past 3 months because the Bank waived all the fees that had been charged. The customer appreciated my return call and thanked me for researching her concerns. 
  
  If you have any questions or concerns, please contact me at the telephone number below.
  
  Sincerely,
  
  ******* ** *********
  Assistant Vice President
  Dollar Bank / Problem Resolution Office

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We opened this account as business and for the last year none of information works and know to find out that they took our money for fees when they gave us the wrong information for the account etc. The last year we have had zero access and just paying fee. Why do we even need banks?? Biggest scam in this country. They need us more than we need them. Would like my money back

  

  Business response

  08/15/2023

  Please see the attachment for Dollar Bank's response to this consumer complaint. 

• Initial Complaint

  06/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After connecting with Dollar Bank Loan Specialist ******, I was given incorrect information about a Home Equity Loan. This information eventually led to a denial of funding without specific, actionable feedback. On top of this, ****** admitted to withholding this information for 5 days, negatively impacting my ability to seek alternative funding in accordance with my deadline as well as my ability to shop without penalty as that window had passed. This delay in action is unacceptable.

  

  Business response

  07/06/2023

  Please review the attachment for Dollar Bank's response to this consumer complaint. 

  Dear Mr. *******, 
  
  The consumer complaint that was filed with the Better Business Bureau was received by Dollar Bank on June 23, 2023.1 offer the following information regarding the customer's concerns. 

  In Ms. ******* complaint, she indicated that she received incorrect information about our Home Equity Loan product, which led to her being declined. Ms. ***** also stated that a representative of Dollar Bank, who was assisting her, admitted to delaying her notification of the decline for 5 days. Per the customer, this impacted her ability to seek alternative funding within her own deadline, and from other institutions without penalty. 

  Upon receipt of Ms. ******* complaint, the Vice President of Dollar Bank's New Account Sales Department was contacted. I was advised that they had already been researching this situation and Ms. ******* concerns. In addition, a representative from our Private Banking Office would be calling her to discuss possible loan options we have available to meet Ms. ******* borrowing needs. As of the date of this letter, Dollar Bank has been in constant contact with Ms. ***** while we continue to work to assist her with this matter. 

  If you have any further questions or need additional clarification, please contact me at the telephone number below. 
  Sincerely,
  
  **** ***** Operations Officer Dollar Bank / Problem Resolution Office 

  Customer response

  07/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  At this point in time, an alternative product has not been secured. On top of this, the alternative product is at a 2.5% higher interest rate with origination fees which were originally estimated at $1000 or less and now are estimated at over $2,000! I look forward to finding a satisfactory resolution, but at this point this case is still open. 
  
  Regards,
  ******* *****
  
  
  
  
   

• Initial Complaint

  04/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  How ***** ******** got to be in charge of anyone's hard earned money, let alone become a Sr. VP is BEYOND me. ***** called today after several weeks of emails to discuss my mother's options with the Own PGH 90K grant loans. You were the last lender to call me back. Previously, I did not enjoy my experience with ****** **** and switched both my business and personal accounts away as a result. Today affirmed my decision in doing so when ****** said he couldn't help until my mother was already paperwork-deep into making an offer on a home, which is OPPOSITE of what the other 2 lenders + all real estate agents we spoke with told us. When I told him my concerns in the past and with the contradicting information ***** provided, in a respect and even tone, he hung up on me in the middle of it. Way to go, hiring a man-child for such a critical and pivotal position. Why would anyone entrust a bank with their money or investments if your employees can't even show respect, especially in the face of adversity? This isn't ********** or a Dollar Menu customer loss. I will ensure to let everyone know about yet another deplorable interaction with Dollar Bank. It really must trickle down form the management, huh? No wonder. I will devote my rhetoric when speaking with family, friends and colleagues about banking and finances, to making sure they avoid ****** **** as a result of today's conversation.

  

  Business response

  04/28/2023

  Please see the attached for Dollar Bank's response to this consumer complaint. 

  To Whom It May Concern, 
  
  The consumer complaint that was filed with the Better Business Bureau was received by ****** **** on April 18, 2023. I offer the following information regarding the customer's concerns. 

  In *** *********** complaint he stated concerns that he had regarding an interaction via telephone with a Mortgage Originator in Dollar Bank's Residential Lending Department. He contacted ****** **** on his mother's behalf to inquire about a homeownership program that the Bank participates in. ****** **** is one of three local banks that participate in the program. *** ********* said it took several attempts via email and telephone to speak with Dollar Bank. When he did speak with a representative, they provided details about the program which contradicted information that was conveyed to him by the other two participating Banks. *** *********** call was also abruptly ended by the representative when he explained how his previous personal and business accounts held with ****** **** were deplorable. 

  Prior to our receipt of *** *********** Better Business Bureau complaint, he spoke with Dollar Bank's Problem Resolution Office to express his concerns about the way the representative handled his inquiry and telephone call. At that time, and as listed in his complaint, he requested to speak with the Mortgage Originator's superior. His contact information was gathered, and forwarded accordingly, so that a return call could be made by management. The customer advised the Problem Resolution Office representative that he would be filing the Better Business Bureau complaint when their conversation was completed. 

  Per *** *********** request, the Vice President of our Residential Lending Department called him to discuss his concerns on several occasions, to no avail. Messages were left asking for a return call. As of today's date, our calls have not been returned. If the customer wishes to discuss the matter further, we ask that he contact **** ******* at *************

• Initial Complaint

  10/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dollar Bank just throws around overdraft fees like leaves In the fall I am a college student and every time I turn around my account is in the negative with no chance of overdraft forgiveness if you bring you account back to a positive immediately

  

  Business response

  11/03/2022

  Good afternoon,

  Attached is the Bank's response to the customer's complaint. Please contact me if you need further assistance.

  Sincerely,

  ******* *********

• Initial Complaint

  08/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed a complaint against them last week for the same thing and they did it again late fees for one purchase

  

  Business response

  08/25/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Dear *** ********
  
  We received the complaint that was filed with Cleveland Better Business Bureau on August 18, 2022. After researching the customer’s concerns, I offer the following reply.
  
  *** ****** filed a consumer complaint with the Western Pennsylvania Better Business Bureau on August 3, 2022 regarding overdraft fees on her Everything Checking and Everything Savings accounts. At that time, the customer was provided information about the manner in which fees were assessed on her accounts and the steps to take to avoid them in the future.  
  
  As was advised in the Bank’s response dated August 11, 2022, the customer’s Everything Checking is opted in for point-of-sale transactions. That means that *** ****** has asked that debit card purchases be authorized, even when there are insufficient available funds to cover them, and she agrees to the $36 Overdraft Fee associated with that approval. In order to avoid future Point of Sale Overdraft fees, we advised *** ****** to change the account to be opted out of debit card approvals when there are insufficient available funds in her Everything Checking account. If the customer is interested in changing the opt in / opt out status on her account, she may visit a local branch for assistance or she may call our Customer Service Center at 1-800-242-2265 and a representative will assist her. 
  
  Upon receipt of the most recent complaint, the customer’s accounts were reviewed by the Vice President of our Branch Support department. Based on the advice given by the Bank on how to avoid Point of Sale fees, and the customer’s lack of action to change the account opt in / opt out status, and due to the recent reimbursement of $432 in overdraft fees provided to *** ****** in her August 3, 2022 complaint, the Vice President did not refund any additional fees in this instance. 
  
  If you have further questions or need clarification, please contact me at the telephone number below. 
  
  Sincerely,
  
  
  
  ******* ** *********
  Assistant Vice President
  Dollar Bank / Problem Resolution Office

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I opened my no overdraft checking account on March 24, 2022. I recently received an inheritance check for my grandmother’s house in the amount of $12,500. I made a deposit on May 18, 2022 and also changed my last name on my account to my married name. Reading the deposit policy online. I was under the impression I would receive $125 the same day of deposit, $5750 the next business day and then the remaining $6625 on May 23, 2022. I received the $125 then the next day May 19, 2022, it was taken out of my account. I called Dollar Bank customer service and had them put the $125 back in my account. I received the $6750 on May 23 but did not receive the remaining amount. I called the Dollar Bank customer service and request to have the rest of my money released. They advised they couldn’t do it but I could go into the branch. I went to the Dollar Bank branch at 1909 Landstown Centre Way Suite 140 Virginia Beach, VA. 23456 on May 23, 2022, I explained to them I need my money because I’m in a financial bind, the Branch Manager and the two associates were extremely nice, professional and tried to help anyway they could. The lady first called car services, and they said they wouldn’t release the funds. The branch manager tries to release my funds and couldn’t. She then contacted security, and was advised they couldn’t release the money because I changed my last name on the account. Then another security agent said they were trying to verify funds. If funds were being verified, why did I receive part of my money and not the other. Unfortunately I’m not sure what I’m going to do about my bills that are currently due because Dollar Bank refused to release MY money. I’m extremely upset because I could have taken my business and the check elsewhere and would have my money by now.

  

  Business response

  05/26/2022

  Good day,

   

  Attach is the Bank's response to ****** ********'s complaint.

  Please let me know if you need further assistance or clarification.

  Sincerely,

  ******* ** *********

  

  Business response

  05/27/2022

  To whom it may concern,

  As was advised in the Bank's response, the hold on the deposit would expire today, May 27, 2022. That being said, the customer is aware that the hold has been removed and she has withdrawn or transferred funds from the account. 

  Sincerely,

  ******* *********

  Customer response

  05/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** ********
  
  
  

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Entered by bbb staff mc

  Consumer states she ordered something for $69.90 and she was supposed to receive her purchase between 7 to 10 business days. Consumer states she never received the purchase so she called her bank and told them about it and let them know she wanted to file a claim and they told her that she had to give it 30 days. Consumer states she never received her purchase within 30 days. Consumer states she checked into the purchase and she had received a tracking number from Pay pal and it was a bogus tracking number. Consumer states she did a little bit more digging and found out that the payment went to a heating and cooling business. Consumer states she called the heating and cooling business and told them the whole story and the man from that business told her he did not receive a payment. Consumer states she asked the man from the heating and cooling business if he would talk to her bank. and he said he would. Consumer states she kept emailing the business and all her emails she ordered the items on. Consumer states her bank would not file a claim as they stated they received a notice from the company that a purchase did come from them. Consumer states she was told that the purchase was delivered to a J. ******* and she looked up that name and it showed that he was the owner of the heating and cooling company. Consumer believes Paypal had something to do with this also as she received the notice from them. Consumer states the company was 14 Marketing LTD and it was a mobility scooter and the full price was $69.90. but it shows the payment was made to the heating and cooling business that she called originally.  Consumer states the bank told her to get in touch with Fedex and talk to them about the deliver and she states she called them but they did not show the delivery but showed her other deliveries.  Consumer states Fedex told her the tracking number she gave was not hers and that the delivery tracking number went to J. *******

  

  Business response

  04/04/2022

  Dear *** ********

  Attached the Bank's response to ***** ******** complaint.

  Please let us know if you have any questions.

  Sincerely,

  ******* *********

  

  Business response

  04/04/2022

  Dear *** ********

  Attached the Bank's response to ***** ******** complaint.

  Please let us know if you have any questions.

  Sincerely,

  ******* *********

  

  Business response

  04/07/2022

  April 4. 2022 
  Better Business Bureau 200 Treeworth Blvd. Broadview Heights. Ohio 441 47 
  Phone: ************ 

  
  ******* ********** ****** ** ******* ****** *** ***** *********** ** ***** 

  
  Re: ***** ****** *** ******** 

  Dear *** ********

  Dollar Bank has received the complaint that was filed with your office on March 23, 2022. I have researched the matter and offer the following reply. 
  On January 19, 2022, *** ****** called our Card Services department to report a $25.00 CashApp transaction as unauthorized. A claim was filed and was pending when the customer called back on January 28, 2022 to report an additional unauthorized transaction. The customer advised the Bank that a $69.90 point of sale from PayPa] was also fraudulent. That transaction was added to the January 19th claim. 
  During that same call, *** ****** stated that she did not receive merchandise from ********. A separate dispute was filed on January 28, 2022, for a $127.78 point of sale to Besstone due to non-receipt of an item. 
  On February 21. 2022. the Bank received a rebuttal from PayPal stating that the $69.90 charge was valid and that the merchandise associated with the transaction was delivered to the customer on January 13, 2022 at 11:56AM. Information was provided showing that the billing address for the card holder of the debit card matched the shipping address of the merchandise. ****** also included the tracking number from the FedEx delivery and the name of the person that signed for the delivery. Due to the documentation that was received by the Bank substantiating the product delivery, the claim was denied. 
  The customer called the Card Services department several times asking about the denial. It was explained that the claim was filed due to the transaction being unauthorized and the customer claiming that she -didn't use PayPal and had no knowledge of the charge.- Since the merchant had proof that the customer completed the purchase, the Bank must follow the chargeback rules and base the unauthorized claim decision on the reasons provided within the claim documents. Had the customer stated that she did not receive the merchandise associated with the $69.90 point of sale, the outcome may have differed. However, the claim stated that the transaction was unauthorized, and therefore, it was denied. 
  if you have any questions or need clarification, please contact me at the telephone number listed below. 
  
  ******* ** ********* Assistant Vice President Dollar Bank / Problem Resolution Office ************ 
  

  
  

  

  Business response

  04/07/2022

  April 4. 2022 
  Better Business Bureau 200 Treeworth Blvd. Broadview Heights. Ohio 441 47 
  Phone: ************ 

  
  ******* ********** ****** ** ******* ****** *** ***** *********** ** ***** 

  
  Re: ***** ****** *** ******** 

  Dear *** ********

  Dollar Bank has received the complaint that was filed with your office on March 23, 2022. I have researched the matter and offer the following reply. 
  On January 19, 2022, *** ****** called our Card Services department to report a $25.00 CashApp transaction as unauthorized. A claim was filed and was pending when the customer called back on January 28, 2022 to report an additional unauthorized transaction. The customer advised the Bank that a $69.90 point of sale from PayPa] was also fraudulent. That transaction was added to the January 19th claim. 
  During that same call, *** ****** stated that she did not receive merchandise from ********. A separate dispute was filed on January 28, 2022, for a $127.78 point of sale to Besstone due to non-receipt of an item. 
  On February 21. 2022. the Bank received a rebuttal from PayPal stating that the $69.90 charge was valid and that the merchandise associated with the transaction was delivered to the customer on January 13, 2022 at 11:56AM. Information was provided showing that the billing address for the card holder of the debit card matched the shipping address of the merchandise. ****** also included the tracking number from the FedEx delivery and the name of the person that signed for the delivery. Due to the documentation that was received by the Bank substantiating the product delivery, the claim was denied. 
  The customer called the Card Services department several times asking about the denial. It was explained that the claim was filed due to the transaction being unauthorized and the customer claiming that she -didn't use PayPal and had no knowledge of the charge.- Since the merchant had proof that the customer completed the purchase, the Bank must follow the chargeback rules and base the unauthorized claim decision on the reasons provided within the claim documents. Had the customer stated that she did not receive the merchandise associated with the $69.90 point of sale, the outcome may have differed. However, the claim stated that the transaction was unauthorized, and therefore, it was denied. 
  if you have any questions or need clarification, please contact me at the telephone number listed below. 
  
  ******* ** ********* Assistant Vice President Dollar Bank / Problem Resolution Office ************ 
  

  
  

*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. ↩