Complaints

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

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  Dollar Bank

  20 Stanwix St Fl 19 Pittsburgh, PA 15222-4810

• 

  Dollar Bank

  218 Rodi Rd Pittsburgh, PA 15235-3337

• 

  Dollar Bank

  274 Yost Blvd Pittsburgh, PA 15221-4818

• 

  Dollar Bank

  300 Mount Lebanon Blvd Pittsburgh, PA 15234-1512

• 

  Dollar Bank

  330 5th Ave Mckeesport, PA 15132-2615

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:03/27/2025

  Type:Facilities 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 or around February *******, I used the *** to pull out funds in the amount of $400 from a non dollar bank account. I received all 20s. I then proceeded to put my dollar bank card in the *** to make the deposit. Which I do at least every week. When the machine asked me to insert the money, I did so. It then said error and that I had too many bills then spit out $60. I sat there in disbelief wondering where my money went. I waved the money to the camera of the ***. The bank was closed so I could not go in. I checked my balance while still sitting in front of the ***, and it did not show a transaction. So I pulled up and around so I could see if the money was on the ground and there was one $20 bill. I then called customer service and they told me I had to speak with the branch directly. So the next day I was rushed to the hospital and I called them from my hospital room. The branch told me to call the 800 number back and let them know that I was in the hospital and to go ahead to put in the claim. So they gave me a credit. And now today which over 30 days later, they took the credit away from me which put my account in a negative state. Ive called to find out the next step, or even to find out if they even looked at the camera. The camera doesnt lie and it would definitely show me getting money out and it not being $400. The bank manager has not called me back and every one is blowing me off. I refuse to pay for something that the bank took from me. I need help. I want an explanation of charges and my account placed back into a positive atate

  Business Response

  Date: 04/04/2025

  The complaint that you filed with the Better Business Bureau (BBB) was received by Dollar Bank on March 27, 2025. I have research your concerns and offer the following reply.
  
  Per your complaint, you completed a $400 cash withdrawal from a Non-Dollar Bank account using the Dollar Bank *** at the ************************* on February 12, 2025. You then deposited the $400 in cash into your Dollar Bank checking account using the same ***. You state that an error took place with the *** and the money was sent back out to you. However, the machine only returned $60 in cash, not the entire $400. You then waved the $60 in front of the video camera on the *** in an effort to show that you did not receive the full balance of the withdrawal. Since the branch was closed, you called the branch the next and they advised that a claim had to be filed with Dollar Banks ************* department.  

  
  A claim was filed and a provisional credit of $340 was given to you on February 13, 2025. The claim was denied on March 26, 2025 because the branch was unable to find any unaccounted for funds during their *** audit, nor was the Banks ************* department able to locate an ****************** for the transactions. 

  
  Upon receipt of your complaint, the Banks ************* department reopened your claim based on the additional information that was provided. They were able to locate the $403.50 withdrawal for the Non-Dollar Bank account and a balance inquiry for your Dollar Bank checking on the ******************************* However, the $400 cash deposit attempt was not electronically recorded. 

  
  Since that particular *** is serviced by ***, the Banks third-party servicer, ************* provided a provisional credit to you on March 28, 2025 and requested that *** access the machine and complete an appropriate search. Unfortunately, a thorough examination of the machine took place, and the NPR technician was unable to locate the missing money.   

  
  Based on the report from the Mastercard system and *** video footage from Dollar Banks ******************** the ************* Disputes Team has agreed to approve and finalize your claim. Although no money was recouped, Dollar Bank has chosen to reimburse your loss. Therefore, the provisional credit from March 28, 2025 will remain in your account. You will receive a letter from ************* stating the same. 

  
  If you have any additional questions or concerns, please contact me at the telephone number listed below. The hours of operation for the ************************* are Monday through Friday, 9am-5pm.

  
  Sincerely,
  
  ******* *********
  Assistant Vice President
  Dollar Bank / *************************

• Initial Complaint

  Date:12/16/2024

  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.

  Came into bank On August 5th 2024 and closed the account using a copy of the *** who is not coming out of a nursing home and has dementia. They did not close the account. This is the bank's negligence. All other creditors and accounts were closed in August for my mom. Only Dollar Bank remained open. I was never notified until a collection letter was sent to me on December 5th. I went into the bank on Saturday December 14th and talked to ****** C *****. He said he believes I am not responsible and will check with legal and call me Monday (Today) I spoke to ****** today Monday he says he has a card indicating that a former employee that no longer works there had written "Left VM) to come into the ******* sign.. This is not True! I was at the bank twice in August and signed some type of card. ****** said that I am now responsible based on a written note "Left VM" on a card from a former *********** the way I spent 2 hours in the bank on Saturday and they could not find any information in any file. Then all of sudden on Monday they have this written note.. This employee ******* *** (I have documentation that she received the ***.) did not follow through with her job. The Negative balance of $1,048.77 Should be removed from collections immediately Or I will pay it when they refund me.

  Business Response

  Date: 12/19/2024

  Dear Ms. ******************* complaints that you filed with the ************************************ (****), Office of the Comptroller of the Currency (OCC) and Better Business Bureau (BBB) were received by Dollar Bank.

  I have researched your concerns and offer the following information.
  
  On August 2, 2024, you visited a local Dollar Bank branch and provided a Power of Attorney so that you may handle your mothers financial affairs due to her health condition. Since you are a joint account holder on her checking and savings accounts, the Power of Attorney was only needed for your mothers Home Equity Term Loan. The request was forwarded to Dollar Banks **************** for review. The Power of Attorney was approved on August 5, 2024 with the following conditions:
  
  ******* L. ******* sign the enclosed affidavit before a notary public and return it to the ***************** is presented with an Acknowledgment, signed and dated by ******* L. *******
  The Bank is presented with a notice, signed and dated by ******* *******
  A Dollar Bank Power of Attorney card must be signed by ******* L. ******* prior to performing any transactions on the account(s).
  
  That same day, a letter explaining those conditions was mailed to you. As of December 19, 2024, Dollar Bank has not been provided any of the requested documentation. Until the conditions are met, the Power of Attorney cannot be added to your mothers loan accounts, which will prevent you from any discussions or decision-making regarding the loan.
  
  Furthermore, in your complaints you state that a request was made in August asking that your mothers checking and savings account be closed since the Power of Attorney was approved. Once again, since you are the joint account holder on those accounts, a Power of Attorney was not necessary as you are jointly responsible for the account activity. That being said, on September 14, 2024, you transferred the balances in the joint checking and savings accounts to your personal savings account via your online banking account, leaving the joint checking and savings accounts with a zero balance, but still open and active.
  
  On September 20, 2024 and October 21, 2024, the monthly payments for your mothers loan were automatically withdrawn from the joint checking account, per the contractual agreement previously made by your mother. The auto-deduction was placed on the loan when the loan was originated and has remained there since its inception. Because there were no funds in the joint checking account after you transferred the balance to your personal savings account on September 14th, the account became overdrawn. The joint checking and savings accounts were closed due to a negative balance and the money that was owed to Dollar Bank was charged-off as a bad debt.      
  
  On October 24, 2024, Dollar Banks ************************************** attempted to contact your mother regarding the charged-off accounts. Unfortunately, the telephone number listed on her profile was not in service. As is standard procedure when attempting to collect a debt, and contact information is incorrect, a 10-day demand letter requesting payment in full was mailed to the address on file. The Banks ************************************** did not receive a return call regarding that letter until December 9, 2024.
  
  During the December 9th conversation with **************************** you stated that you visited the branch in September and advised that there was no money in the joint accounts for the loan payment. You then stated that the loan payment should not be withdrawn from the checking, and that your brother should be responsible for the loan since he was the only person living in the property. However, as was stated, since the requested affidavits for the Power of Attorney had not been provided, your request regarding the loan could not be completed because you did have the authority to discuss or make any decisions for the loan. That being said, as a joint account holder, you were permitted to close the joint checking and savings accounts at any time without objection prior to the loan payments being withdrawn as you are a responsible party for those accounts. The Collector in *************************** explained that you were responsible for the charged-off accounts as a joint account holder and advised that you bring the requested affidavits for the Power of Attorney to a local Dollar Bank branch and then contact Dollar Banks ********************* to discuss the loan. 
  
  As of December 19, 2024, a balance of $1048.77 is still owed to Dollar Bank and a repayment agreement has not been made by you. As per the Banks Deposit Agreement, Section 17- Right to Offset and Security Interest:
  
  If you owe the Bank money, now or any time in the future, as a borrower, guarantor or otherwise, and the amount owed becomes due, either in whole or in part, the Bank has the right under applicable law and under this Agreement to withdraw money from your account to pay the debt. The Bank may take such action without taking any legal action or without any advance notice to you. The **** may withdraw the money even if the withdrawal results in a penalty, fee or the dishonor of checks.
  In the case of a partnership or joint account, each partner or joint account owner agrees that the **** may withdraw funds from the account to satisfy any one of their individual obligations or any one of their joint or several obligations. Each partner or joint owner also agrees that the **** may withdraw funds from their individual accounts to satisfy obligations of the joint or partnership account.

  With that in mind, Dollar Bank has placed a $1048.77 hold on funds in your personal statement savings account to secure payment of the monies owed to the Bank. If you would like to discuss other payments options, you may do so by contacting Dollar Banks *************************** at ************** and a representative will assist you. Otherwise, the funds will be deducted from your savings account and applied to the charged-off debt.

  Additionally, in order to discuss your mothers loan, including payment options and any delinquencies, we ask that you bring the requested affidavits and notices that were requested in August to a local branch for Legal review. Once received and approved, you may speak with Dollar Banks ********************* by calling **************. A representative will answer all of your questions and provide the appropriate direction.

  If you any additional questions that you would like to discuss, you may contact the ************************* at ************** and a representative will address your concerns. The hours of operation are Monday through Friday, 9am-5pm EST. 

  Sincerely,
  
  ******* R. *********
  Assistant Vice President
  Dollar Bank / *************************

  
  

• Initial Complaint

  Date:10/25/2024

  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 currently have a Dollar Bank MasterCard credit card and after repeated attempts to get a satisfactory explanation of why the late fees are being charged, I am forced to file a complaint. I have had the said ********** account for several years and have always paid on time or early, however in the last two months, (September 2024 and October 2024) I have received late fees. I called customer service and was told that my payments are being credited to the previous month's payment rather than the current month. When I asked why a payment made in October 2024 wasn't credited for October 2024, the response was because I have a balance on the credit card. This practice has me puzzled because I would never be able to make a current payment if my payments are always paid to the previous month. I have reached out to multiple representatives at Dollar Bank, and no one can explain how I can keep from incurring late fees. As you can see from the attached, it appears that my account is current with the minimum payment due on Oct. 27, 2024, but I've still been charged a late fee. Please help!

  Business Response

  Date: 10/30/2024

  Dear *** ******, 

  The complaint that was filed with your office was received by Dollar Bank on October 25, 2024. I have researched the customer's concerns and offer the following information. 
  

  *** ****** indicates in her complaint she has been unable to obtain a satisfactory explanation regarding the late fees that have been assessed to her Dollar Bank Rewards Credit Card. She has had the account for several years and makes her payments on time, if not early. However, over the last two months (September and October) late fees have been charged. *** ****** has spoken with many Dollar Bank representatives, and none have been able to properly explain why she is incurring late fees. Based on the account document that *** ****** included with her complaint, she believes that her account is current and the next minimum payment would be due October 27, 2024, but she is still being charged late fees. 
  

  Upon receipt of *** ******** complaint, I spoke with the Vice President of our ************* Department. *** ******** September statement indicated that her minimum payment of $165.00 needed to be received by September 27, 2024. Provided *** ****** made the minimum payment by her statement closing date, which is the 2nd of each month, she would not assess a late fee. Unfortunately, *** ****** completed a $200.00 payment that was due for September 27, 2024 on October 2, 2024, but her statement had already closed before the payment was applied. Statements are closed immediately on the cycle end date and any activity that posts on or after that date would show on the following statement. 
  

  The $200.00 payment made October 2, 2024, and an additional payment of $170.00 on October 27, 2024, satisfied the minimum amount due of $358.00 shown on *** ******** October statement. These payments will appear on her November statement. 
  

  Our ************* Department had already reimbursed the late fee that was assessed prior to receiving *** ******** complaint. The late fee for September was refunded on October 17, 2024. To avoid this situation in the future, we strongly recommend that *** ****** make her payment before the statement close date to ensure the payment is received and applied in a timely fashion. 
  

  If *** ****** has any questions or needs further assistance with her account, she may visit any branch office or contact our ************* Department at ************** to speak with a representative. Our representatives are available Monday - Friday 8:00AM to 8:00PM and Saturday 8:00AM to 3:00PM. 
  

  If you have any questions or need clarification, please contact me at the telephone number below. 
  

  Sincerely, 
  

  Hope Brown 
  Operations Officer 
  Dollar Bank / Problem Resolution Office 
  ************** 
  

  
  

  Customer Answer

  Date: 10/31/2024

  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.
  
  Thank you for responding, and I apologize for not being clear with my question. Below 
  are screenshots from my credit card statements for 2024. As you can see, payments 
  throughout the year were either credited twice in one month (February & April) or at 
  least once a month. My question is simply, if I am making payments for each month, 
  how am I to move forward without incurring late fees. I currently have a two other loans 
  with Dollar and if youre accounting is based on the formula used for the credit cards, I 
  would hate to incur late fees or have payments doubled up for one month and still owe 
  for the next month. 
  As an fyi, I have been to the branch office in *************, ** and spoken to several 
  representatives on the phone. My question is simply if I make my payment on the first 
  or second of the month, why is it being credited to the previous month as a double 
  payment, rather than to the amount due for the October payment. 

  Please see attached.

   
  Regards,
  
  ******* ******

  Business Response

  Date: 11/06/2024

  The complaint rebuttal that was filed with your office was received by Dollar Bank on November 4, 2024. After researching Ms. ******** additional concerns, I offer the following information. 

  
  In Ms. ******** rebuttal, she has further inquiries about the posting of her Dollar Bank Rewards Credit Card payments. Specifically, she questioned the way payments post when made on the first or second day of the month. She claims that her payments may apply to the previous month and /or may be listed as a double payment for that billing cycle, instead of the amount due for the current month. 

  
  Upon receipt of Ms. ******** complaint, I contacted our ************************* A detailed review of Ms. ******** Dollar Bank Rewards Credit Card payment history was completed, and they provided the following: 
  

   

  "See attached."

   

  As stated in our original response, the late fee assessed for September 2024 was refunded on October 17, 2024. Again, we strongly recommend that Ms. ****** make her payment before the beginning of a new statement cycle to avoid late fees and to ensure the payment is applied to the appropriate billing due date. 

  
  If Ms. ****** has any questions, please contact our ************************ at ************** to speak with a representative. Our representatives are available Monday - Friday 8:00AM to 8:00PM and Saturday 8:00AM to 3:00PM. 

  
  Sincerely, 

  
  Hope Brown 
  Operations Officer 
  Dollar Bank/Problem Resolution Office 
  

  
  

  Customer Answer

  Date: 11/06/2024

  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. 
  
  but I do not require any further action.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:09/23/2024

  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.

  On 9/20/24 my account overdrafted due to one transaction going through with not enough funds in my account - I quickly brought my account back to a positive balance. I noticed on 9/22 that I was charged two overdraft fees and dollar bank overdraft policy clearly states only one fee will be charged per each item that overdrafts up to 4 overdraft fees per day. When I inquired via message center and asked the fees be waived I was told they could not. I further requested the reason why I was charged two fees when only one item overdraft and I have not received a reply. I am concerned that Dollar Bank is excessively charging customer these fees.

  Business Response

  Date: 09/24/2024

  The complaint that was filed with your office was received by Dollar Bank on September 23, 2024. I have researched the customer's concerns and offer the following information. 

  
  ***** ******* stated that on September 20, 2024, their Dollar Bank Checking account was assessed an Overdraft Fee due to a point-of-sale transaction posting while the balance was insufficient. The negative balance was quickly corrected and brought positive by a deposit initiated by the customer. On September 22, 2024, the customer became aware that they had been assessed two Overdraft Fees. Based on their review of Dollar Bank's Overdraft Policy, only one fee will be charged per item that overdrafts the account and up to 4 Overdraft Fees per day will be assessed. The customer contacted the Bank via our Online Banking Secure Message Center to review the fee situation. They were advised the fees would not be waived and per the customer's request have received no further explanation as to why two Overdraft Fees were assessed when only one should have been. 

  
  During my research of the customer's complaint, it was determined that the Overdraft Fees assessed were on two separate Recurring Point-of-Sales to Klarna ($88.14 and $21.07) and they were charged due to insufficient available funds at the time of authorization, not when the payment posted to the account. On September 20, 2024, at 3:09AM and 8:31AM, Dollar Bank received and approved authorization requests of $88.14 and $21.07 from Klarna. A deposit was made to cover the transactions, however, it was at 2:23PM on September 20, 2024, after the authorizations were approved. 

  
  It is the responsibility of the customer to ensure that they have adequate funds in their account prior to the agreed upon date for a recurring payment, as Dollar Bank does not control when the merchant will submit the authorization request. Dollar's Bank's Overdraft Policy makes it clear that we do not offer a grace period and that overdraft fees will be assessed when the account becomes overdrawn. 
  A detailed message of response was sent to the customer via the Bank's Online Banking Secure Message Center, which outlined the reason the fees were assessed separately on the two recurring payments. It was also noted that one $36 Overdraft Fee had been waived on the customer's account. Those funds were reimbursed on September 23, 2024. 

  
  Upon receipt of the customer's complaint, the Vice President / Director of our Branch Support Department was given the correspondence for further review. Unfortunately, the Bank will not be waiving any additional fees for this overdraft occurrence. 

  
  If the customer is interested in discussing products and services offered by Dollar Bank which may aid in avoiding overdrafts in the future, they may visit any branch office or contact our Customer Service Center at ###-###-#### to speak with a representative. Our representatives are available Monday - Friday 8:00AM to 8:00PM and Saturday 9:00AM to 3:00PM. 

  
  If you have any questions or need clarification, please contact me at the telephone number below. 

  
  Sincerely 

  
  Hope B**** 
  Operations Officer 
  Dollar Bank / Problem Resolution Office 
  

  
  

  Customer Answer

  Date: 09/24/2024

  
  
  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:07/01/2024

  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 traveled outside of the US to Australia in April and so Dollar bank put my account on hold because they weren’t able to call my phone number. They told me I had to come in person and verify my identity to get my account off hold. So when I come back to the US, I go to a Dollar Bank location and verify my identity. Then, they tell me my account will still be on hold and that my current balance is $700 but my available balance is NEGATIVE $599 because they are trying to verify a transaction from when my dad transferred money to my bank account through Zelle. There is nothing to verify. They should be able to see where the funds came from which is from my dad. Dollar Bank has stolen my money and I want it back NOW!!!

  Business Response

  Date: 07/02/2024

  The complaint that was filed with your office by ***** ******* was received by Dollar Bank on July 1, 2024. I have researched the matter and offer the following reply. 
  
  On April 16, 2024, Dollar Bank’s Security department spoke with the customer via phone regarding her account. As was explained at that time, a hold was placed on her checking due to the Bank’s inability to verify external transfers from her Dollar Bank account that were attempted for an account at ****** Bank. The transfers reversed from the customer’s Dollar Bank account due to Non-Sufficient Funds, however, Dollar Bank had reason to believe that the account at ****** Bank was credited with the funds. Therefore, our Security department expected the customer’s Dollar Bank account would be debited. The Bank’s Security department placed a hold on the funds until the debits could post to the account, which can take up to 150 days. However, once the 150 days has passed, and the account has not been charged for the transactions, the funds hold will expire and the customer will have access to those funds. 
  
  As of July 2, 2024, the customer’s account has still not been debited and the hold is scheduled to expire on September 13, 2024.
  
  For additional assistance or to discuss the matter further, please the Dollar Bank Security department at ###-###-####. 
  
  Sincerely,
  
  Heather *. P********
  Assistant Vice President 
  Dollar Bank / Problem Resolution Office

  Customer Answer

  Date: 07/03/2024

  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.

  Do not lie. My ****** bank account was never credited with the funds and I have proof. Like you said, the funds reversed. I’ve attached a PDF of my bank statement from April of 2024 which is when I tried to make the transfer from my Dollar Bank to my ****** Bank account. It shows that the funds were NEVER credited to my ****** bank account from my Dollar Bank account.
  Regards,
  
  ***** *******

  Business Response

  Date: 07/09/2024

  The rebuttal that was filed with your office by ***** ******* was received by Dollar Bank on July 3, 2024. I have researched the matter and offer the following reply. 
  
  Upon receipt of the rebuttal and supporting documents, the information was forwarded to Dollar Bank’s Security department. An Investigator reviewed the documentation and contacted the Bank’s third-party processor to determine if the customer’s Dollar Bank checking account would be debited for the attempted transfer. After further inspection, the processor confirmed that no money would be deducted from the customer’s account. 
  
  On July 9, 2024, Dollar Bank’s Security department removed the hold from the customer’s checking account. All funds are fully available. 
  
  We apologize for the delay and thank you for your patience while the matter was investigated. If you have any question or concerns, please contact me at the telephone number listed below.
  
  Sincerely,
  
  
  Heather R. P********
  Assistant Vice President 
  Dollar Bank / Problem Resolution Office

  Customer Answer

  Date: 07/09/2024

  
  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:05/08/2024

  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 trying to open a checking account to move away from my current bank. Dollar Bank had good reviews and a checking account option that looked good to me. I tried to open it using their online form. After answering all questions, agreeing to all required statements, I put in my telephone number and email address and moved to the next screen. I was given the option of uploading a photo of my driver's license or filling out a form. I selected the option to upload the photo, did so, and cropped it according to the instructions. I clicked to the next screen which indicated that Dollar Bank sent me a verification code via SMS with a box to fill in the code. No code was sent. After a while, I clicked the box to resend the code, but nothing again. I started the process over again, thinking maybe I mistyped my mobile phone number. Exactly the same result. I called the number available on the website, navigated through the annoying menu system, but fairly quickly reached a representative. I told them what the problem was and they asked me for my checking account number. I asked what number since I was trying to open an account. Then they lectured me on the difference between accessing online banking and opening an account online (what I told them was clear), so I disconnected the call. I am neither stupid nor a child. After trying again, I called back and was connected to another person whose only offer of assistance was to "walk me through" the application process. I skipped ahead and told them where I was. They suggested I try the option to fill out the form instead of uploading the image. I did that and got exactly the same result. Their solution was to mail me forms. I am not willing to click my heels and wish for home, so I thanked them and ended that call. Interestingly, I found three emails from Dollar Bank with "email verification codes" none of which worked on the website. I will open a checking account at a bank whose systems work and whose employees help.

  Business Response

  Date: 05/14/2024

  The complaint that was filed with your office was received by Dollar Bank on May 8, 2024. I have researched the customer's concerns and offer the following information. 
  In Mr. ****'s complaint, he details the difficulties he experienced while attempting to complete a new account application using our website and then while explaining the issue to two separate Dollar Bank New Account Representatives. After several unsuccessful attempts at completing the new account application online, Mr. **** contacted our New Accounts Department for assistance. Due to the improper manner in which Mr. **** felt he was being treated while explaining the difficulties he was having, Mr. **** indicated that he abruptly ended the call with the first Dollar Bank Representative. Mr. **** said the second representative he spoke with offered to walk him through the online application and when they came to the point in the application that needs attention, and was the specific reason for his call, our solution was to mail him forms that he would need to complete and return before the account could be opened. Mr. **** refused this option, as he was calling for assistance with an issue with our online application that he wanted to complete. 

  
  During my research of this customer's complaint, I spoke with the Assistant Sales Manager in our New Accounts Department regarding the calls between Mr. **** and our representatives. The calls have been reviewed and Mr. **** can be assured that his concerns regarding this matter are being properly addressed by management. 
  With regards to the online application difficulties Mr. **** had; as part of our online account opening process, we offer several methods for a new customer to verify their identity as part of our customer identification strategies, which are required by federal laws and regulations. The Bank was unable to verify the identity of Mr. **** through his chosen method. While the Bank provided Mr. **** with several other methods to help verify his identity, those were refused. As such, we were not able to open an account for Mr. ****. 

  
  If Mr. **** is interested in discussing Dollar Bank's products and would like to proceed with opening an account, please have him visit any branch office or contact our New Accounts Department at ###-###-#### to speak with a representative. Our representatives are available Monday - Friday 8:00AM to 8:00PM and Saturday 9:00AM to 3:00PM. 

  
  If you have any questions or need clarification, please contact me at the telephone number below. 

  
  Sincerely, 
  
  Hope B**** Operations Officer 
  Dollar Bank / Problem Resolution Office 

  Customer Answer

  Date: 05/14/2024

  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. 
  
  It is encouraging that Dollar Bank recognizes a problem occurred and I appreciate the effort made to review the situation. I marvel, however, that the reply seeks to vindicate Dollar Bank of responsiblity for the underlying problem. To shirk responsibility, they skew some of the facts of my complaint. The first agent did not listen to the problem I described and then lectured me on the distinction between line banking and an online checking account application. Clearly they thought my issue was with the former since they asked for my checking account number. No solution was ever offered and I hung up when it was clear none would be. The second agent understood my problem and did try to walk through it, but came up short because it was clear they did not understand how to resolve it. I followed instructions on the site and provided all they needed to verify my identity. Instead, their system told me to expect text messages and then sent emails with validation codes that did not work. System problem, Dollar Bank's system, fix it. It's that simple. If I wanted paper forms the mail I would have called to ask for them. So, I found my own solution. I went to another bank whose systems work.

  Regards,
  
  ***** ****

• Initial Complaint

  Date:03/31/2024

  Type:Service or Repair 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.

  My husband died in May of last year at the age of 96, two weeks shy of 97. We had accounts in approximately 7 different banks, a vast majority of in Dollar Monroeville Branch. Because of his advanced age and diagnosis of dementia, I had a lawyer place two signature required hold on all of our accounts two years before his death. Dollar Bank has refused to release the accounts to me, despite me being the beneficiary of and executor for all accounts. I have had to repeatedly provide death certificates, funeral receipts and the shorts document but they will not release the accounts to me. It has been almost a year. There is a large sum of money locked into CD’s at very low interest that are being automatically renewed as the bank will not allow me to touch the accounts. Additionally I was unable to do the random distributions last year because of their refusal to allow any transactions. I am an elderly woman and need access to these funds to my late husbands medical bills as well as my own. Additionally, there is a CD of a very large value 300K that Dollar Bank is saying had no beneficiary designation despite me having the original documents stating I am the primary beneficiary. The manager at the bank has been rude and unhelpful. I am at a loss as to how this has happened as no other bank has created an issues for me. Please help me resolve this issue

  Business Response

  Date: 04/15/2024

  The complaint filed with your office was received by Dollar Bank on Aril 1, 2024.   I have researched the matter and offer the following information.
  
  ***** ***** and ***** ***** were customers of both ******** Bank and Dollar Bank in 2021 holding joint deposit accounts, CDs, a Dollar Bank IRA in the name of ***** ***** with beneficiary listed as his wife, ***** *****, and a ******** Bank IRA titled in the same manner.    ******** Bank was acquired by Dollar Bank’s holding company (Dollar Mutual Bancorp) in May of 2021, but ******** Bank continued to operate as a separate subsidiary under the holding company until September 2022.   The systems of the two banks were not completely merged from an operational perspective until January of 2023.    
  
  In November of 2021, Dollar Bank’s Legal Department received an Order of Court in the matter of “***** ***** v. ***** *****” dated November 2, 2021 (the “Order”).   The Order was sent to Dollar Bank by Ms. *****’s attorney at the time: ****** ** ******** from ******* ****.    While Dollar Bank and ******** Bank are not parties to the underlying action, a review of the Order was completed by the Dollar Bank Legal Department and as a result, Dollar Bank accounts were placed on hold.   It is believed that the ******** Bank IRA was not placed on hold due to the operational separation of the two Banks during the time period and the fact that the Legal Department of Dollar Bank was unable to access the ******** Bank systems to place a hold.    Regardless, the Dollar Bank Legal Department made a request to ******** Bank to place the hold.   For whatever reason, a hold was not placed with the ******** Bank accounts.    
  
  On October 11, 2022, using funds from the ******** Bank IRA, Mr. ***** opened a new IRA at ******** Bank in his name only with no beneficiaries.  Dollar Bank is currently searching for the ******** Bank plan disclosure associated with the IRA but has been unable to locate it.   As such, based on the current documentation and given various applicable taxation rules, Dollar Bank (as successor to ******** Bank) is prepared to issue a check from the IRA originating at ******** Bank to the Estate of Mr. ***** (Ms. ***** is the executor).  
  
  As for the remaining accounts which are on hold at Dollar Bank, Dollar Bank has stated to Ms. ***** that, pursuant to the terms of the Order submitted in 2021, Dollar Bank needs a new Order of Court or an agreement of the parties to release the accounts.   Based on the terms of the Order and given the death of Mr. *****, Dollar Bank simply requested that Ms. ***** sign a request for the account holds to be removed on behalf of herself as an individual and on behalf of the Estate of Mr. ***** (to signify an agreement as required by the Order).   To date, Ms. ***** has not presented such an agreement.   
  
  Sincerely,
  
  Heather *. P********
  Assistant Vice President
  Dollar Bank / Problem Resolution Office
  

  Customer Answer

  Date: 04/16/2024

  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.
  1.  Dollar Bank/ ******** Bank acknowledged their failure to enforce a court order that required a two signature authorization on all accounts. Because they failed to enforce this court order and because this action resulted in a failure to act as a fiduciary to my 96 year old husband with dementia, he was allowed to move money into a 10 year CD with no beneficiary.  Dollars proposed  solution to this which is to transfer the money to an estate account would result in a tremendous tax burden and financial losses to me.   Dollar Bank should take responsibility for and correct their errors without having me incur a large financial tax penalty.  Dollar Bank seems to be forcing a lawsuit to make them correct their errors.   

  2.  Dollar Banks manager did NOT tell us to produce a letter to release the accounts from the two signature hold but instead stated we had to hire a lawyer.  The manager was rude and abusive and refused to put anything in writing.  There is systematic dishonesty occurring at this bank.  The accounts should have been automatically released from the hold once they had proof that my husband died.  Additionally i had to repeatedly provide the bank with copies of my husbands death certificate as the bank continually lost it.  This appears to be deliberate abusive behavior towards me an elderly widow so that  I can not access my money   

   
  Regards,
  
  ***** *****

  Business Response

  Date: 04/26/2024

  The complaint rebuttal filed with your office was received by Dollar Bank on April 19, 2024.  The matter has been discussed with members of management and Dollar Bank is prepared to work with the customer to settle her claim. We have reached out to the customer directly in an effort to address her concerns expeditiously. As of this time, we have not had the opportunity to speak with the customer, but we look forward to communicating with her and bringing her issue to an amicable conclusion. 
  
  If you or the customer have any further questions or concerns, please contact me at the telephone number below.
  
  Sincerely,
  
  Heather *. P********
  Assistant Vice President
  Dollar Bank / Problem Resolution Office

  Customer Answer

  Date: 04/29/2024

  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.
  

  Dollar Bank responded to my complaint by stating that they will contact me to amicably resolve the issues but do not detail how, likely because they do not want to commit in writing.   My history with dollar bank is that their manager blatantly lied to me and refused to put his (or the legal department’s) statements in writing allowing the Bank to offer an alternate untrue explanation of their actions.  The bank manager boldly denied that my husband made transactions at ******** Bank despite my having proof.  The bank only acknowledged these transactions occurred when I complained to BBB.   I have tried to communicate with the bank in person for almost one year despite my failing health and emotional distress from losing my husband and have been treated with disrespect and intimidation.  I am an elderly minority woman and the financial losses that have accrued during this time are only a part of the injury caused by this bank.   

  The Bank could and should detail in writing how they propose to resolve these issues.  I would talk to them but am honestly nervous as I feel legal representation may be needed.   

   
  Regards,
  
  ***** *****

  Business Response

  Date: 05/03/2024

  The rebuttal that was filed with your office was received by Dollar Bank on April 30, 2024. We have been in contacted the customer and we have advised her that Dollar Bank's Compliance Office is researching the matter further and we will contact her next week with the Bank findings and resolution. The customer agreed to the Bank's request. We will follow-up with the customer accordingly. 

  
  If you have any questions or concerns, please contact me at the telephone number below. 

  
  Sincerely, 
  
  Heather *. P******** 
  Assistant Vice President 
  Dollar Bank / Problem Resolution Office 

  Customer Answer

  Date: 05/20/2024

  Dollar bank offered to amicably resolve the initial complaint i filled with the BBB in their last communication with the BBB. The case was closed before I got their offer which in fact did not offer a resolution. Instead they double down on their adamant view they do not have to correct their mistake. When Dollar Bank took over Standard Bank they allowed a transaction to occur which was in direct violation of a court order again them. As a result 300k of my retirement money has been inaccessible to me. The Bank admitted this happened but refuses to correct their mistake. They are betting on their customers not taking them to court. They are betting on their customers not going to local media. They have committed clear violations of court orders. They have abused and lied to a minority elderly widow. The Bank is not credible. Their branch bank manager was intimidating and dishonest to us about our accounts. The legal department is not accessible as it has taken one year and complaints to the BBB for them to even admit their mistake. The burden has been placed on the customer to deal with their mistake.

  Correct the mistake they made when they broke a court order and allowed an illegal transaction to occur.

  Business Response

  Date: 05/29/2024

  On May 20, 2024, Dollar Bank received the rebuttal from ***** *****. I offer the following reply. 

  
  The Bank has attempted to work with Ms. ***** to address this issue and to date has been unable to reach an amicable resolution. 

  
  The Bank does not believe that Ms. *****'s solution is achievable in accordance with applicable law and has offered to resolve the issue in an alternative manner. 

  
  It is not accurate that Ms. ***** cannot access her funds as the funds in question have never been titled in her individual name. This issue involves the proper distribution of those funds in accordance with the law. Ms. ***** is demanding that the Bank act in a manner that it believes is contrary to federal law and the Bank will not proceed in that manner. 

  
  The Bank will have no further reply to this matter, but remains open to a resolution with Ms. ***** and will promptly respond to any additional information she may have. 

  
  Sincerely, 
  
  Heather *. P******** 
  Assistant Vice President 
  Dollar Bank / Problem Resolution Office

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair 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.

  We applied for a loan at the beginning of December 2023 and were told 6 to 8 weeks for a yes or no it is now February 24 and still no answer and they are still requesting more information that is so obscure. It’s unbelievable our income is 100% good our credit is 100% our debt income ratio is 100% good and we don’t know what else they’re looking for. Many mistakes were made in dollar banks investigation into our background financially. They even missed a loan of theirs that was paid off in 2014 in their research. I am filing a report with the CFPB along with this report with you. There is not enough room here to explain everything but dollar bank has really dragged their feet and made many mistakes on this transaction. This is why we cancelled the transaction with dollar bank and now have a loan with ********* credit, and got the loan in a timely manner there.

  Business Response

  Date: 03/01/2024

  The complaint that was filed with your office was received by Dollar Bank on February 26, 2024. I have researched the customer’s concerns and offer the following information.
  
  In Mr. ******’s complaint, he states in December 2023 a Dollar Bank First Mortgage Home Equity Term Loan application was submitted by him and his wife. At the time of application, they were told it would take 6 to 8 weeks for a “yes or no” decision. It is now almost the end of February and a decision still has not been made. Numerous mistakes made by Dollar Bank during the application process involving research and investigation into their financial background, that included proof a loan was paid off in 2014 by Dollar Bank. The large number of errors that Dollar Bank made resulted in delays with the loan application and ultimately a decision, a whether it had been approved. Mr. ****** has also indicated he believes there to be biased against him and his family regarding the Bank’s decision on the loan application, as he is a heavily tattooed individual. 
  
  Prior to the receipt of Mr. ******’s complaint to the Bureau, Dollar Bank had already been extensively researching and in direct contact with Mr. ****** about his allegations of negligence in reviewing his loan application and possible biased treatment. 
  
  Mr. ****** contacted the Bank’s Problem Resolution Office on February 23, 2024, where his situation was escalated to the Senior Vice President of Loan Center Administration, the Vice President/Director of Branch Administration and the Assistant Vice President/Regional Manager of our Natrona Heights Office. Mr. ****** was contacted directly by several members of management within a short number of business days. 
  
  As stated by Mr. ****** in his complaint, he received a loan approval from ********* Credit Union before Dollar Bank reached a final decision on his application, after which he cancelled his loan application with Dollar Bank. An official decline letter for the Dollar Bank First Mortgage Home Equity Term Loan was sent via overnight mail on February 27, 2024.  
  Dollar Bank expresses our deepest apologies to Mr. and Mrs. ****** for the difficulties, frustration and undue stress they have experienced while we were conducting our due diligence on their application. We are dismayed that Mr. ****** believes that we did not treat him with the same equality and value as all our other Dollar Bank customers, as this was certainly never our intention. Mr. and Mrs. ****** can be assured that their concerns regarding this matter are being properly addressed by management. 

  
  If you have any questions or need clarification, please feel free to contact me at ###-###-####. 

  
  

  Customer Answer

  Date: 03/04/2024

  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.

  After speaking with two Dollar Bank presidents and listening to their excuses, i’m still not satisfied by their response. 

  First president’s name was Scott and the second ones name was Sean.

  Scott said he was very sorry we were treated that way and didn’t have a reason for me as to why we received such treatment.

  Sean found a reason why they couldn’t give us a yes or no answer. His response was some obscure bank misinformation between Dollar Bank and ********* credit union. Nothing wrong about the multitude of paperwork that we provided.

  We gave them correct information but dollar bank said that they couldn’t find this information and couldn’t access it.
  

  He said this happened back in January and we should’ve been informed about it by Anna at Natrona Heights branch and we weren’t. This again is another mistake by Dollar Bank that the president doesn’t know about.

  I figured they would find some kind of business excuse as to the treatment we received.
  

  Many many lies and misinformation from so-called branch loan managers to the ignorant Pittsburgh phone teller Bernie, all the way up to the 2 presidents of the bank.

  always saying I understand… no they don’t.

  We were told banking is black and white, no emotions but dollar bank turn it emotional by dragging us along over 3 months without an answer and constantly needing more information.

  Always an excuse never an answer for us…really poor example of a Pittsburgh banking institution.

  
   
  Regards,
  
  **** ******

• Initial Complaint

  Date:02/22/2024

  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 spoke with a representative that did a fee waiver. Then prompted a manager from the university heights location. . I was 36.00 as an overdraft fee account was not overdraft in screenshots i have shows that my account had money in it. When the transaction of after pay 21.20. I do not drive and work everyday now i have to find a way and hope and pray i get 36.00 no sir. I just want to be refunded and im through with this bank. Its has given me a headache. Representative i spoke with that submitted the overdraft fee told me she didnt know why i was changed and overdraft fee then i get an email said i was properly charged its a scam

  Business Response

  Date: 02/28/2024

  The complaint that was filed with your office was received by Dollar Bank on February 22, 2024. I have researched the customer’s concerns and offer the following information.
  
  Ms. ***** claimed that on February 21, 2024, her account balance was not negative, and an Overdraft Fee should not have been assessed on a Point-of-Sale withdrawal of $21.20 to Afterpay. Ms. ***** has included screenshots of her account history detailing the activity, indicating a positive balance before and after the payment of $21.20 posted. Ms. ***** has been in contact with Dollar Bank’s Customer Service Center by phone and email, also the Bank’s University Heights Office, discussing her request for fee consideration with representatives and members of management. 
  
  During my research of this customer’s complaint, it was determined that the Overdraft Fee assessed was on Recurring Point-of-Sale to Afterpay for $21.20 and was due to insufficient available funds at the time of authorization not when the payment posted to the account. At 9:30AM on February 21, 2024, Dollar Bank received an authorization request of $21.20 from Afterpay, at the time the customer’s available balance was insufficient to cover the amount requested. The customer did complete a Zelle deposit into the account to cover the transaction, as is shown on her activity screenshots. However, the timestamp of the deposit was at 10:20AM on February 21, 2024, after the authorization was received. 
  
  Because the authorization request from Afterpay was coded as recurring, it was approved. Recurring coded transactions are typically agreements that have been set up by the customer and the merchant that a specific dollar amount will be withdrawn from their account on a specified date. It is the responsibility of the customer to ensure that they have adequate funds in their account prior to that agreed upon date, as Dollar Bank has no control when the merchant will submit the authorization request, as is what occurred in this instance. 
  
  Ms. *****’s complaint was forwarded to the Vice President of our Branch Support Department. He reviewed the customer’s account and agreed to waive the $36 Overdraft Fees that had been assessed. Those funds were reimbursed to the Ms. *****’s account on February 27, 2024. 
  
  We would like to discuss and further assist Ms. ***** with this situation by reviewing services that Dollar Bank offers that may help her to avoid overdraft fees in the future. We would also recommend that she contact Afterpay and have them remove the payment from recurring withdrawal. This will allow her to set up the payment for withdrawal on the time and date of her choice, ensuring her the opportunity to have sufficient available funds in the account at the time of authorization. 
  
  If Ms. ***** is interested in discussing Dollar Bank’s products, please have her visit any branch office or contact our Customer Service Center at ###-###-#### to speak with a representative. Our representatives are available Monday – Friday 8:00AM to 8:00PM and Saturday 9:00AM to 3:00PM.
  
  
  If you have any questions or need clarification, please contact me at the telephone number below. 
  

  
  

• Initial Complaint

  Date:02/06/2024

  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.

  Dollar Bank has been falsely reporting that my payment have been late. I have documented receipt and cashed checks to prove payment. The customer service there is hostile. When the caller asks questions that the representative is unable to comprehend they get angry and hang up. The VP Rocky Caldwell is just as unprofessional and will not return calls. Payments are due the 1st and are given grace until the 15th per my contract. Jan 2024 payment made Jan 4th receipt provided.

  Business Response

  Date: 02/12/2024

  The consumer complaint that was filed with the Better Business Bureau was received by Dollar Bank on February 6, 2023. I offer the following information regarding the customer's concerns. 

  
  In Ms. *********'s complaint she indicates that Dollar Bank had falsely reported the payment of her Unsecured Term Loan as having been late. The payment due date on her loan is the first of the month and per her note agreement she has until the 15th to complete the payment before it is considered and reported late. 

  
  Upon receipt of Ms. *********'s complaint, the Vice President of our Consumer Default Management Department reviewed the payment history of her loan. It was determined that Ms. ********* failed to make her December 2023 payment. However, she made two payments in January 2024, and one was in effort to correct the December delinquency. Further review showed another double payment in October of 2023. Our Consumer Default Management Department contacted the customer to discuss the process of applying multiple months of payments and recommended that in the future she call the Bank prior to ensure that the payments are processed correctly. With the customer's approval, our Consumer Default Management Department applied half of October payment towards her December Payment. This has eliminated the late fees and corrected the late reporting on her credit file. The double payments made in January have been applied towards the loan appropriately. 

  
  As part of the complaint, there were also concerns regarding the manner in which Ms. ********* states various Dollar Bank Call Center representatives treated her. Management has reviewed the calls and all of Ms. *********'s concerns were addressed accordingly. 

  
  If you have any further questions or need additional clarification, please contact our Consumer Default Management Department at ###-###-#### to speak with a member of the management team. 

  
  Sincerely, 

  
  Hope B**** 
  Operations Officer 
  Dollar Bank / Problem Resolution Office