ComplaintsforDollar Bank

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  05/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  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

  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

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent a $2,000.00 check to Discover by mail. The check was (apparently) misdirected at the bank that processes payments to the department taking mail for ******* ***. I Do Not have an account with ******* ***. My check was printed legibly but ******* *** submitted it to Dollar Bank and Dollar Bank sent the wrong company my m***y on September 11, 2023. Dollar Bank refuses to request ******* *** return the funds & I sent proof of the payment to ******* *** by Certified Mail on 11-9-2023 but they have not responded, The address I was told to mail proof to was ***** ******* *** ****** ********* ** ******

  Business response

  01/30/2024

  The complaint that was filed with the Better Business Bureau (BBB) was received by Dollar Bank on 1/24/2024. I have researched the customer's concerns and offer the following information. 

  
  The customer stated that she sent a $2000.00 via US mail to Discover. Although the item was written and mailed to Discover, it was processed and cashed by ******* *** on September 11, 2023. The customer has attempted to recover the funds, to no avail. She also claims that Dollar Bank refuses to request the return of the funds from ******* *** on her behalf. 

  
  During my research, I was unable to locate any notations or requests for assistance, nor were any claims filed with Dollar Bank. That being said, I forwarded the customer's issue to our Check Processing department. A representative located the transaction information and sent a Cash letter to the Federal Reserve Bank of Atlanta requesting that the misapplied funds be returned to Dollar Bank via Certified Check. Once the Bank receives the monies, they will be returned to our customer. We will notify the customer as soon as the funds have been received by the Bank. 

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

  
  Sincerely 

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

  
  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/24/2023 i open a checking and savings account at Dollar Bank in person with my ID at the Stow, Ohio location. Opened with $50 cash. On 11/27/2023 my account is closed by a Debbie at the Cleveland, OH operations facility in the Security Dept because my residence isnt close to a branch. I swear these banks, just get goofier and goofier by the minute with stupid closure reasons that amount to nothing but bulls** t. I really planned on using this account because of all the features this bank had to offer. Good thing i didnt set up my direct deposit. You're online website application does not restrict or prohibit account opening with my zip code. I was told long as i resided in Ohio, Pennsylvania, and or Virgina i could open an account. Therefore, someones full of s**t and im demanding the accounts be re-opened before i have an internal investigation opened up with your regulators that govern you to determine if your organinzation is behind any corrupt, discriminating and derogatory illegal activities. A copy of this is also being fowarded to the Consumer Financial Protection Bureau.

  Business response

  12/06/2023

  The complaint that was filed with your office was received by Dollar Bank on November 29, 2023. We have researched the customer's concerns and offer the following reply. 

  
  On November 3, 2023, Mr. ******* applied for a Dollar Bank checking and savings account via the Dollar Bank website. The application was reviewed by our Customer Contact Center on November 6, 2023, and on November 7, 2023, the customer was advised that the accounts could not be opened due to the excessive number of inquiries on his Chex Systems report. It was explained that he would need to visit a local branch for verification purposes due to possible fraud. The customer requested a refund of his account opening deposit, which was completed that day. 

  
  On November 24, 2023, the customer visited the Dollar Bank branch in Stow, Ohio and opened a checking and savings account with a member of the management team. On November 27, 2023, Dollar Bank's Security department reviewed an internal report associated with new account openings and determined that the customer's accounts would be closed due to the excessive number of inquiries on the customer's ChexSystems report, along with the distance between his residence and a local Dollar Bank branch. A hold was placed on his accounts and the customer was notified accordingly. The accounts were closed that same day. 

  
  Several members of Dollar Bank have spoken with Mr. ******* and explained the reason for the account closing. The customer has been advised that the decision made by Dollar Bank's Security department will not change. 

  
  As is stated in Dollar Bank's Deposit Agreement beneath the Amendment, Termination and Changes in Terms: 
  Bank may also close this account at any time upon reasonable notice to you and tender of the account balance personally or by mail. 
  Based on the determination of the Bank's Security Department, the accounts will remain closed. If you have any additional questions or concerns, please contact me at the telephone number listed below. 

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

  
  

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i filed a dispute of a atm transaction on 9/6/23. the atm never dispensed the funds at the casino. it gave an error and money wasn't dispensed. i called the number on the atm and was adv. i need to file a dispute with my bank which i did. Dollar Bank is saying the results clearly state the funds were dispensed which is incorrect. I asked to redispute the decision and was told they cannot do that. I specifically asked for the proof of the decision and was told by Dollar Bank that the atm company stated the funds were released. No other proof was given and the decision is final. I did not get the money! i attached a screenshot of the call record on 9/6/23.

  Business response

  10/17/2023

  The consumer complaint that was filed with the Better Business Bureau was received by Dollar Bank on October 12, 2023. I offer the following information regarding the customer's concerns. 
  In the complaint, the customer stated that an ATM withdrawal was completed at a Casino, however, an error popped-up and the funds were never given. The customer contacted the telephone number on the ATM and they were advised to contact their bank for assistance. 

  
  On October 6, 2023, the customer contacted Dollar Bank's Card Services department and filed a dispute for $206.99. Card Services researched the customer's claim and contacted the merchant regarding the issue. The terminal owner presented a document showing the ATM function for that transaction. It stated that on October 6, 2023 at 1:40pm the "dispense function was successful." Since the ATM is not owned by Dollar Bank, and the terminal owner advised that the ATM was not out of balance, the customer's dispute was denied. 

  
  On October 13, 2023, Card Services denied the customer's claim and a $206.99 denial withdrawal adjustment was completed on the customer's checking account. A letter was sent to the customer advising them of the claim decision. 

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

  
  Sincerely, 

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

  
  

  Customer response

  10/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  How can there be a presentment or documentation when NOTHING was received? An ATM takes pictures if not video. Proof that the money was dispensed and I recieved it by presenting me with the picture or video. Dollar Bank is supposed to be MY bank and favors the other party.

  They are not even trying hard enough to assist me. 

  I was treated on the phone like it was an oh well, your loss, case instead of a long time customer.

   

  I want my money! If everything would have been handled as it should have been, we wouldn't be here today!
  
  Regards,
  
  ****** * *******

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Dollar Bank for neglect to disperse a promised refund amount. They have conducted in poor business and provided inaccurate refund information which led to a decrease d refund of $818.26. I have been a customer of dollar bank since 2013. In June of 2023, I requested a payoff amount for my home mortgage. I received the payoff amount letter on 6/30/23. On July 11th, 2023, I went into the dollar bank branch in Murrysville, PA and deposited the requested payoff amount of $29,598.95. I would find out later that this amount was applied incorrectly at the branch which set off a chain reaction of incorrect information and false statements by numerous dollar bank employees. On July 14th, I called into the mortgage department to request the exact dollar amount that I would be receiving in escrow reimbursement and was told by Ashley that I would be receiving $3,817.44 within 10 business days. I received no communication or check in the mail from dollar bank in the following 10 business days. On August 2nd, I received a check in the mail for only $2,999.18. I called dollar bank mortgage center and was told by Rose C****** that the bank teller had inaccurately allocated my payoff amount at the branch AND that Ashley inaccurately stated my specific reimbursement amount of $,3817.44. I requested that in light of all of the errors by Dollar bank employees, that I receive the total amount stated to me by Ashley ($3,817.44). I was told there was no way this not be done, even in spite of the numerous errors made by dollar bank employees to the detriment of the customer. I requested to speak with a manager, and was transferred to Julie *** H******. Julie *** again stated there was nothing she could do to fix the multiple errors and the substantially inaccurate reimbursement amount given to me by Ashley. I requested that Julie *** speak with an advisor and see if there was anything else she could do to make this horrible experience and multiple errors by dollar bank employees "right". She called me on Monday August 7th and relayed that there was nothing else she could do and offered no apology stating " we can't do this for other customers, so we cannot do it for you." This failure to refund the expected reimbursement of $3,817.44 ( a difference of $818.26) and multiple errors by their business employees has negatively affected my family and our summer plans as well as cost me hours of time to try and obtain the refund amount I was promised. I would like to formally file a complaint against dollar bank with the better business bureau and am willing to provide documentation and additional information if necessary. I look forward to hearing from you. ****** ****** * ***** ****** ************* *********************

  Business response

  08/11/2023

  This correspondence is in response to the complaint received at the Better Business Bureau regarding the above referenced ID number. 

  
  On June 29, 2023, Dollar Bank Servicing Center received a request from the borrower to have a payoff statement mailed to him good through July 29, 2023. On June 29, 2023, Dollar Bank Servicing Center mailed the payoff letter to the borrower reflecting the amount due good through August 1, 2023. 

  
  On July 11, 2023, Dollar Bank received funds in the amount of $29,598.95 at the Murrysville branch. The funds were posted as regular monthly payment for the July 2023 payment and $28,164.34 towards principal. 

  
  On July 12, 2023, a billing statement was generated which reflected the payment application from July 11, 2023. The billing statement also reflected the amount the escrow balance in the amount of $3,375.86. 

  
  On July 14, 2023, Dollar Bank Servicing Center received a call from the borrower regarding the remaining funds in escrow and when the funds will be released. The representative advised that the loan was not paid off but that we will correct the issue for him. During this conversation the borrower also asked what the escrow balance refund would be. The representative provided an incorrect amount. The representative used the escrow balance at that time and added an extra monthly deposit of $441.58. The representative should have subtracted an escrow deposit since the payment needed to be reversed to pay off the loan. 

  
  On July 14, 2023, the transactions were reversed, and applied as a payoff with an effective date of July 11, 2023. On July 31, 2023, an escrow refund check in the amount of $2,999.18 was generated and sent to the borrowers. 

  
  On August 2, 2023, Mr. ****** placed a call to our office to follow up on his anticipated refund. We advised that the escrow balance refund was mailed out on July 31, 2023, in the amount of $2,999.18. At that time, the borrower requested a call back from management. 

  
  On August 2, 2023, a supervisor called the borrower to discuss the loan in detail. During this conversation, the supervisor apologized for the miscommunication and attempted to explain 
  how the Bank arrived at the escrow balance. The borrower requested that we refund him the amount quoted to him from the prior conversation with the representative and that he would like to have additional points placed on his checking account due to the miscommunication. This request was reviewed by department's senior management. 

  
  On August 7, 2023, the supervisor returned his call and advised that we cannot pay out more of a refund than the borrower paid into the escrow account. The supervisor also advised that the Bank cannot accommodate the request to pay additional points on the customer's savings account due to a miscommunication. Again, the supervisor apologized for this miscommunication and offered to send out a loan history for the current year. 

  
  Dollar Bank Servicing Center has determined that an error did occur and was corrected on July 14, 2023, effective dated July 11, 2023, as stated above. You have the right to request documents used in making this determination by calling ###-###-#### or mailing a written request to our designated error and information request address at: DOLLAR BANK SERVICING CENTER, **** *** ***** ******* ** *****. 

  
  If you have any additional questions or would like to request additional information, please contact me or our Customer Relations Department at ###-###-####. 

  
  Sincerely, 

  
  Stephanie P******* 
  Customer Relations Officer 
  Customer Relations Department 
  

  
  

  Customer response

  08/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the Dollar bank 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.
  
  Response 1: On each phone call referenced in the Dollar Bank response, I was notified that the call was being recorded.  Would dollar bank please provide the written transcripts or an audio recording of the phone calls dated July 14th as well as August 2nd and 7th?

  Response 2: On July 11th, when I visited the Murrysville branch and asked the teller to apply my payment of $29,588.95 to pay off my mortgage in full, was the total amount applied correctly by the teller?  YES or NO  The response does not admit any errors by the teller, but I believe my request was not entered correctly by the teller.

  Response 3: In her response, P******* does not dispute that on July 14th, I was told by dollar bank employee 'Ashley' via our phone conversation that my escrow refund would be exactly $3,817.44.  P******* also confirmed that I only received $2,999.18 to date.  Does Dollar bank plan to refund the remaining $818.26 that I was promised on the July 14th phone call by the dollar bank employee? 

  ACCEPTABLE RESOLUTION: I am willing to accept a one-time refund from Dollar Bank of $441.58 in refund to settle this issue and avoid litigation.

  
  Regards,
  
  ****** ******

  Business response

  08/23/2023

  As noted in the Bank's response to the Complaint, the Bank admitted to making an informational error by initially providing the incorrect escrow refund balance. 

  
  The Bank subsequently corrected the escrow refund amount, when the payment was reversed and funds posted as payoff. 

  
  As the correct escrow amount has already been refunded to Mr. ******, the Bank will not be providing any additional refund. 

  
  Sincerely, 

  
  Stephanie P******* 
  Customer Relations Officer 
  Customer Relations Department 
  

  
  

  Customer response

  08/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In my previous response, I requested the written transcripts from the phone calls stated on July 14th, August 2nd and August 7th.  Those transcripts were not provided in Dollar Bank's response.  Please provide written copies of the call transcripts for litigation process to ensure.
  
  Regards,
  
  ****** ******

  Business response

  08/30/2023

  
  
  The Bank has provided all of the relevant information in response to the complaint. Additional documents, including audio recordings or transcripts, will not be provided.   
  
  
  Sincerely,
  
  Hope B****
  Operations Officer
  Dollar Bank

*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. ↩