Business Profile

Bank

Fulton Bank

Headquarters

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Complaints

This profile includes complaints for Fulton Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

48 total complaints in the last 3 years.
22 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:02/13/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 a customer of Fulton Bank for many years. Over the course of a number of years, I purchased four Certificates of Deposit from the Myerstown, PA Brach of Fulton Bank. Each Certificate of Deposit was to mature in one year from the date of issue. Each year including in 2021, I received a statement from Fulton Bank for each CD stating that "if no changes are made, your CD will automatically renew on _________ date for an additional term of 12 months." Based on this statement, three of my four CD's would not expire until 2022. Each year since purchasing each CD, I received a 1099 INT for the CD's, indicating the amount of interest I was to report on my annual federal and state income tax filings. I received a 1099 INT for each calendar year through 2021. In January of 2023, an accountant was starting preparation of my 2022 State of SC income tax return (I have resided in SC since 2014 and Fulton Bank has had my current mailing address in SC since that time) and was starting preparation of my 2022 Federal income tax return. I was awaiting my 1099 INT from Fulton Bank for the 2022 Tax Year. When I had not received the 1099 INT by the end of the first week in February, I called the Myerstown Branch of Fulton Bank and was advised that my four CD accounts had all been closed in late 2021 due to inactivity. This was in spite of the fact that I had Fulton Bank statements stating that three of the four CD's had been renewed for an additional 12 months maturing in 2022. The Myerstown bank representative advised me that the four CD's had been turned over to the State Treasurer of PA as Unclaimed Property. The Myerstown bank rep was rude and unprofessional during my phone call. I contacted the State Treasurer of PA to attempt to locate my unclaimed funds. They had no record of receiving the CD's. I eventually located the unclaimed money at the State of SC Treasurer's office. I have now commenced the process of claiming the total amount of the CD's.
Business Response
Date: 03/16/2023
The Bank is continuing to research this customer’s inquiry and we are expecting to have resolution shortly. We will provide a follow up to the BBB when the matter has been resolved for the customer.
Customer Answer
Date: 03/16/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
Fulton Bank has essentially provided no response to my complaint. They are only advising that they need more time to research the matter. I am not at all surprised that they have no provided a reasonable explanation for why my certificates of deposit were handled irresponsibly on the part of the bank.

Regards,

******* ********
Business Response
Date: 03/27/2023
The bank has responded directly to the customer to resolve this matter
Customer Answer
Date: 03/27/2023
[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
Date:12/04/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 received a escrow analysis dated 9/22/22 in reference to my current mortgage with Fulton Bank acct#****. The analysis stated my escrow was short $1498.79 and my new payment as of 11/1/22 would be $2049.92. I decided I did not want my payment to increase by over $200. I sent in the full escrow shortage amount. Please see the attached receipts reflecting payments that were made. I called on 10/24/22 and spoke to a Fulton Bank representative named ***** in reference to the escrow shortage that I paid. I also asked ***** that since I paid the escrow shortage could I send in my regular payment amount which was $1841.14 and she said yes since the escrow shortage was paid. I received a call 11/26/22 from a lady named ******* who was inquiring why the November payment wasnt in the amount of $2049.92 and I explained to her my conversation with ***** on 10/24/22 about the payment and she stated someone from Fulton Bank would contact me in a few days. She also stated all funds that paid which was my regular payment $1841.14, $1498.79, and an additional payment for $83.88 were all in a suspense account and not applied to my mortgage. I was assessed a late fee and I am not sure if this was reported to the credit bureau. On 11/30/22 I spoke with ************** who was also inquiring about the $2049.92 payment for November and I explained to him I should no longer have to pay an escrow shortage over 12 months in the amount of $124.90 because you already have this. The mortgage needs to be recalculated without the escrow shortage being applied. At this point I need Fulton Bank to either apply the funds I have paid or send me back a check in the amount of $1498.79 for the funds I have paid. I do not expect to have a bad credit rating due to their incompetence. As a homeowner I feel I should have the right to decide if I want to pay an escrow shortage or have it applied to the monthly payment!
Business Response
Date: 01/05/2023
December 30th, 2022

Dear Sir or Madam:

I write in response to the above-referenced complaint of a customer of Fulton Bank N.A., (the “Bank”).

The Bank has reviewed the matter and has responded directly to the customer.
Thank you for this opportunity to respond to this complaint. Should you have any further questions concerning this matter or require any additional information, please contact me using the information below.

Sincerely,

Kelly C******
Customer Advocacy Program Manager
Fulton Bank N.A.
Customer Answer
Date: 01/05/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********

I am rejecting this response because:

Since submitting this complaint no one from Fulton Bank has contacted me directly! So that is a lie!
Regards,

***** *******
Business Response
Date: 01/09/2023
The Bank has resent the original correspondence to the customer and followed up with an email. The customer should now be in possession of the response. Thank you
Customer Answer
Date: 01/11/2023
[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
Date:12/02/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 received a letter stating that my account was going to be closed after a risk assessment was made. When I called the corporate branch, they had no knowledge of this letter. When I called my local branch, the manager explained that my account was being closed due to reputational purposes. I have banked with Fulton for almost 30 years and had a balance of over $80k this year, all money that was deposited was by employers only. I was recently ACCUSED of a crime, not convicted or found guilty, accused. Based on these accusations, which do not involve the bank or my finances at all, my local branch has taken it upon themselves to play judge and jury and close my account. I want this challenged and investigated.
Business Response
Date: 12/22/2022
December 22, 2022

Dear Sir or Madam:

I write in response to the above-referenced complaint of a customer of Fulton Bank N.A., (the “Bank”), regarding the Banks’ closure of his account. Specifically, the customer states that he wants the account closure “challenged and investigated.”

The Bank has reviewed this matter and the customer’s account was closed by the Bank in accordance with the Bank’s Rules and Regulations for Deposit Accounts (the “Rules”), which were provided to the customer at account opening. The Rules provide that the Bank may close an account at any time by providing written notice of closure. As acknowledged by the customer, he received written notice that his account would be closed on December 9, 2022.
Thank you for this opportunity to respond to this complaint. Should you have any further questions concerning this matter or require any additional information, please contact me using the information below.

Sincerely,

Kelly C******
Customer Advocacy Program Manager
Initial Complaint
Date:11/06/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
On 2/15/22 we had a construction loan. We were told we were to pay on the draws and nothing about all the interest! 2/2022 -4/22 We were receiving in the mail the billings. ******************************* Senior loan officer in *************. 5/22 no longer was receiving any billings.  **** received email from a *********************************/Senior Construction loan Administrator! Received no payments from May- August!! We received nothing by mail and questioned it months ago thru Blue Hen constitution. They were getting paid! We questioned ******** and at the time of trouble and no mail received by Fulton and the Breech took Place in May as well. ******************* says, They were Mailed out! All of sudden the May-Augusta were all being diverted or mailed to our Previous PA. Address?? No clue on her part or care. She just wanted is to Pay All Up to date quickly as to not affect our credit!! 107/22 she says last of interest you still owe to be paid. All with her having us print from her email PDFs Still no mailing from Fulton Bank!! ******************** via phone says to us, no payment until December for traditional mortgage. Nope, got another PDF from her and owed another intern payment due at mortgage signing on 10/31/22. These 2 representatives from Fulton and ************************* of local Lewes Fulton were No help. No answers to any of these issues we had to endure from May 2022. Please see that these people be accountable for all the undo Stress place upon us. Terrible customer service and Lack of knowledge on there parts as a Fulton company. I would not ever recommend your company or Bank to anyone! Worst dealings ever and No explanations. Just Stress and Grief!!!***************** ********
Business Response
Date: 12/15/2022
December 15, 2022

Dear Sir or Madam:

I write in response to the above-referenced complaint of a customer of Fulton Bank N.A., (the “Bank”).

The Bank has reviewed the matter and has responded directly to the customer.
Thank you for this opportunity to respond to this complaint. Should you have any further questions concerning this matter or require any additional information, please contact me using the information below.

Sincerely,

Kelly C******
Customer Advocacy Program Manager
Customer Answer
Date: 12/30/2022
Complaint: ********

I am rejecting this response because:
Complaints with Business establishments that were part of and still ongoing issues. The first complaint regarding Fulton Bank and a Supervisor of our Construction Loan with a women in Hagerstown Maryland. No response on the Original interest loan bills that were fouled up since May 2022. Also, no reply as to who the Inspector or Appraiser was for our New home Build on their end as well!
Regards,

*******&********* ********
Initial Complaint
Date:10/03/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 a mortgage with Fulton Bank and they keep telling me I have a missing mortgage payment. I have called them almost every week for the past 2 months to tell them I am up to date on all my payments. I called my bank and they have confirmed Fulton Bank has received those payments. Each time call Fulton bank, I speak with a different representative, but they ask the same questions, I give them the same answers and then they say someone will get back to me but no one ever call me back. So, then I have to call them again. I have wasted several hours talking on the phone and being placed on hold but they have yet to resolve this issue. I sent my bank statements confirming all my mortgage payments to two different individuals but have not received any information or heard back from them. I would like to resolve this issue so that my mortgage account is correct and no longer says I am missing a payment.
Business Response
Date: 11/04/2022
November 4, 2022

Dear Sir or Madam:

I write in response to the above-referenced complaint of a customer of Fulton Bank N.A., (the “Bank”).

The Bank has reviewed the matter and has responded directly to the customer.
Thank you for this opportunity to respond to this complaint. Should you have any further questions concerning this matter or require any additional information, please contact me using the information below.

Sincerely,

Kelly C.
Customer Advocacy Program Manager

Customer Answer
Date: 11/04/2022
[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
Date:09/20/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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 had an overdraft fee of 195.54  I paid this fee on sept 13 2022 My checking and savings have been closed for 30 days. On sept 14 I had a meeting with a bank officer to reopen my accounts . She was very pleasant to talk with reguarding my concerns about my accounts. My accounts will be closed for several days no dates were given when the accounts open. My SSi and pay checks are direct deposited .I am currently living on moneys given to me by friends. I have bills to pay that are overdue. I have called several times but they do not return my calls . Can you help resolve this matter. Thank you
Business Response
Date: 09/23/2022
September 23, 2022
Dear Sir or Madam:
I write in response to the above-referenced complaint of a customer of Fulton Bank N.A., (the “Bank”).
The Bank has reviewed the matter and has responded directly to the customer.
Thank you for this opportunity to respond to this complaint. Should you have any further questions concerning this matter or require any additional information, please contact me using the information below.

Sincerely,
Kelly C.
Customer Advocacy Program Manager
Customer Answer
Date: 10/25/2022
Complaint: ********

I am rejecting this response because:
Ihave recieved my monthly Fulton bank statement dated 8/25/22 thru 9/25/22 with my statement account information regarding my overdraft fee. This statement shows my payment of 195.54 paid 8/25/22.statement balance shows 0.00 balance. It is my intention to leave Fulton corp . I visited ******* Federal Credit Union on sat Oct 22 2022 in Myers-town pa. I met with a manager there. We discussed my setting up an account with this institution. Unfortunately I must live, work etc in lebanon co. to become a member. She then checked my account balance with fulton . She says there is an unpaid balance recorded. I was given a**** systems consumer report notice with an 800 number. Im frustrated with the way I have been treated at Fulton. I cannot go to any other credit union or bank until this issue is resolved. I cannot cash any checks in my possession.

Regards,

***** *******
Business Response
Date: 10/26/2022
We have worked directly with the customer on this issue.
Initial Complaint
Date:08/03/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 am a new Fulton Bank mortgage customer. There have been problems with my mortgage account since it's inception. The current problem that I am facing is that my account is saying I am 33 days past due my payment when I made the payment on time but it is not reflected in the online system. I have been calling Fulton Bank every single week for the past 5 weeks with no resolution from their side. I don't know what else to do to resolve this issue.
Business Response
Date: 08/11/2022
August 10, 2022

Dear Sir or Madam:

I write in response to the above-referenced complaint of a customer of Fulton Bank N.A., (the “Bank”).

The Bank has reviewed the matter and has responded directly to the customer.
Thank you for this opportunity to respond to this complaint. Should you have any further questions concerning this matter or require any additional information, please contact me using the information below.

Sincerely,

Kelly C.
Customer Advocacy Program Manager
Initial Complaint
Date:06/17/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Two mortgage payments were made over the phone during a single statement period by accident, due to incorrect information provided by the Fulton Bank customer service representatives to us. The first payment was initiated by a phone call from my wife, *********************************, on April 30, 2022. The next payment was initiated by myself, ***********************************, by phone on May 6, 2022. During that phone call on May 6, 2022, a customer service representative told me that there was no record of my wife's payment from April 30, 2022. Accordingly, I authorized a second payment. Later, our payment initiated on April 30 was credited to our account online later on May 6, 2022. Then, our second payment was credited to our online account on May 9, 2022. Fulton Bank later told my wife that the second payment would have to be refunded, via a check that would be mailed to us. We never received the check, and Fulton bank still owes us for that full mortgage payment. We contact Fulton Bank customer service again on June 7, 2022, to inquire about the repayment. At that time, they told us they would investigate and call us back within 48 hours. They have not contacted us again. We still have not received a check for the repayment, even though the payment has been completely deducted from our online mortgage account.
Business Response
Date: 07/14/2022
July 13, 2022

Dear Sir or Madam:

I write in response to the above-referenced complaint of a customer of Fulton Bank N.A., (the “Bank”).

The Bank has reviewed the matter and has responded directly to the customer.
Thank you for this opportunity to respond to this complaint. Should you have any further questions concerning this matter or require any additional information, please contact me using the information below.

Sincerely,

Kelly C******
Customer Advocacy Program Manager
Initial Complaint
Date:06/01/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
on 5/23/22 i paid my mortgage in full. as of today 6/1/22 the acct is not showing that i paid it off, they have cashed my check for payment, i have a bank receipt for the payment, i have sent an email on 5/24/22 with a question of why, on 5/27/22 i placed a phone call and was told it woud be taken care of by 5/31/22, on 5/31/22 made a in person visit to the bank and spoke to supervisor who could not explain why, but was told they would look into and call us back before end of day, no phone call was recieved. as of today 6/1/22 another phone call was placed and a message left - a happy occasion of paying off our mortgage has been turned into a headache with no explanations.
Initial Complaint
Date:05/26/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 had an experience with Fulton Mortgage that was poorly handled and cost me $595. I worked with B and K on a mortgage application. It wasn’t an easy process and I became concerned about making the settlement date. On Feb 11, 2022, I sent an email to B and K letting them know that I had liquidated some assets and was converting the transaction to cash. I requested that they stop the appraisal and return the money. (Loan_Cancellation PDF) B responded within 30 minutes with suggestions on how to keep the mortgage; I was clear: I did not want a mortgage and the assets had already been liquidated. (Emails PDF) On Feb 16, I followed up on the status of the appraisal. B responded that he was "still working on her to stay with a mortgage" - not sure who he thought he was responding to! (RE-Appraisal PDF) On Feb 23 I followed up again. B's response was that "we left your loan active to receive the appraisal or if you wanted to consider financing the home". His repeated disregard of my written direction was irresponsible and insulting. (Loan Left Open PDF) K emailed the appraisal on March 11 - my settlement was March 2. RE: **** Appraisal PDF The appraisal was done Feb 14. It should have been canceled when I stopped the mortgage on the 11th. On April 23 I emailed the above to Fulton's mortgage manager, K. After a second email he responded on May 5 "the appraisal payment goes directly to the 3rd party appraiser. We do not retain those funds. The appraiser is due the fee when the appraisal order is accepted, scheduled, and inspected." I responded May 6 if B "had followed my direction, he would have stopped the appraisal and the inspection fee would not have been earned. The appraiser does not owe me a refund, Fulton does." (Mortgage Questions PDF) No response. They should have acted on my direction, stopped the appraisal, and returned my money. I'm appalled at the disregard of customer's best interests. I want a refund. Thank you.
Business Response
Date: 06/23/2022
June 6, 2022

Dear Sir or Madam:

I write in response to the above-referenced complaint of a customer of Fulton Bank N.A., (the “Bank”).

The Bank has reviewed the matter and has responded directly to the customer.
Thank you for this opportunity to respond to this complaint. Should you have any further questions concerning this matter or require any additional information, please contact me using the information below.

Sincerely,

Kelly C.
Customer Advocacy Program Manager

Customer Answer
Date: 07/13/2022
I received notice this morning that the refund has been made. Thank you very much for all your help. This would not have happened without you. Many, many thanks.

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Fulton Bank is NOT a BBB Accredited Business.