ComplaintsforDollar Bank

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 300.00 gift card at my nearby Dollar Bank. When the recipient went to use it, it only had .01 on it. I reported the fraud and followed a long series of correspondences with Transcard, who openly told me that they were aware of the fraud on the first call. I had to submit an ID (twice), two forms of receipts (twice), fill out forms, make multiple phone calls, and other stalling tactics, including receiving a refund card with .oo on it! Most recently I received a denial letter via email for an unintelligible reason: "The card is ineligible for liability protection prior to the time it was registered." They later explained that it was denied because the money was removed by local swipes—an outright lie.

  Business response

  04/29/2022

  The complaint that was filed with your office on April 11, 2022, was received by Dollar Bank. I have researched the customer's concerns and offer the following information. 
  Per the complaint, Mr. ******* purchased a $300.00 gift card from Dollar Bank for his son on December 21, 2021. When attempting to make a purchase using the card on February 26, 2022, the transaction was declined. It was determined that there was only a one cent balance on the $300.00 gift card. The customer visited the local Dollar Bank branch to discuss the matter. He was advised that the Bank's gift cards are serviced by a third-party vendor and that the appropriate claim needed to be filed with Transcard. 

  
  Mr. ******* filed the appropriate claim and, after being reviewed by Transcard, the dispute was declined. The customer was advised that the transactions were completed locally and, therefore, the claim was denied. 

  
  Upon receiving the customer's complaint, the issue was forwarded to the Bank's Card Services department. A supervisor reached out to Transcard, and the situation was reviewed. It was determined that the claim did not make it to the proper channel which led to the erroneous decline. Transcard agreed that the transactions that posted to the card causing the one cent balance were fraudulent. Subsequently, the claim was approved on 4/12/2022 and a new card with the $300.00 was issued to the customer. 

  
  If you have additional questions or need further assistance, please call me at the telephone number below. 

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

  
  

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It involves signing into the Dollar Bank App. The app doesn't work. And customer service representative doesn't help either. But yet the website let's me sign in without a problem.

  Business response

  04/14/2022

  The complaint that was filed with the BBB was received by Dollar Bank on April 6, 2022. After researching the customer's issue, I offer the following reply. 

  
  On the afternoon of April 5, 2022, Mr. ******* contacted Dollar Bank via secure message in his online banking account. He asked when the mobile application was going to be fixed because he was unable to sign into his account using that service, however, he was able to utilize online banking. The customer was advised that the mobile app was not experiencing any issues and was then asked a series of questions to help troubleshoot his problem. 
  
  The customer's reply was received the next morning, at which time he was advised that the Bank's online banking and mobile services had issues the previous morning, but they were corrected by noon. The customer answered the troubleshooting questions and stated that he was going to use the online banking service instead of mobile banking, that he contacted someone that he knew at the Google Play Store to investigate the matter and that he filed a complaint with the Better Business Bureau, so he could not respond any longer.

  
  Since the filing of the complaint, Dollar Bank's online services and mobile banking application have experienced intermittent issues causing problems with certain online banking and mobile banking functions. The Bank worked diligently with the third-party service provider to correct the matter as quickly as possible. As of April 13, 2022, all services have been restored to full functionality. 

  
  It is never the Bank's intention to inconvenience our customers and we understand the frustration that comes with the inability to utilize online and mobile services even for a short period of time. We appreciate Mr. ******* bringing his concerns to our attention. 

  
  If Mr. ******* needs further assistance, he may call our Customer Service Center at ###-###-#### and choose option #1. A representative will assist you. The hours of operation are Monday through Friday, 8am-8pm and Saturday, 9am-3pm. 

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

  
  

• Initial Complaint

  04/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This is in reference to my checking account ****) at Dollar Bank. A few years ago, I had a similar issue only this time my concern is the holding of payment to checks I have written that come into my account until a larger amount is received a few days later. Then dollar bank pays the larger amount so I can be dinged for $36 for each one of the smaller amounts. I was switching health insurance from my school district (cobra) the check had not been deposited on the 15th of each month as previously. So, the next week my districted decide to deposit it without my knowledge after I had written payments for my monthly bills. At which time dollar bank did not let go forward the payment from my account for all the individual bills and paid the one larger amount. Instead of one overdraft amount I had to pay several. I had on my account of notification of low account so this would not happen it was taken off. This is week I wasn't notified again 4/1/2022

  Business response

  04/12/2022

  The complaint that was filed with your office on April 3, 2022, was received by Dollar Bank. I have researched the customer's concerns and offer the following information. 

  
  On February 23, 2022, Ms. ***** had a balance of $784.36 in her checking account. Over the next 5 days, checks and direct withdrawals totaling $1,338.85 posted to her account. Due to the lack of sufficient funds needed to pay those items, her checking account became overdrawn. Subsequently, the customer's account was assessed 4 Non-sufficient Fund Fees and $54 in Continuous Overdraft fees. 

  
  The same issue occurred on March 31, 2022. The customer's account had a balance of $102.86, however, a direct withdrawal of $115.38 posted causing the checking to become overdrawn and a $36 Non-Sufficient Fund fee being assessed. 

  
  After receiving Ms. *****' complaint, the Vice President of the Bank's Branch Support department reviewed her account. The Vice President agreed to waive 2 Non-Sufficient Fund Fees and $54 Continuous Overdraft Fees. Those funds were reimbursed on April 5, 2022. 

  
  If further information or clarification is needed, please contact me at the telephone number listed below. The hours of operation for the Problem Resolution Office are Monday through Friday, 8am-5pm 

  
  Sincerely

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

  
  

  Customer response

  04/18/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *****

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/14 I had a transaction go through the account in the amount of $36.23 I do not have overdraft protection so all transactions should be blocked. However, Dollar Bank pushed this transaction through then proceeded to charge me $36 then reverse the transaction. When the transaction got reversed the NSF should have been reversed as well. I spoke to the customer service and to a very rude employee at the Moon Township office Branch manager who did not care the transaction was reversed. This transition should have proceeded though. Dollar bank reversed the transaction so the fee should be reversed. Otherwise, put the transaction back on since the fee was already applied to the account. I've been with Dollar Bank since 2013. Due to their practices, I have limited my transaction with Dollar Bank and moved to a more professional banking institution and who actually care about their clients and are not a dollar figure to them

  Business response

  03/14/2022

  The complaint that was filed with your office on March 10, 2022, was received by Dollar Bank. I have researched the customer's concerns and offer the following information. 
  On February 14, 2022, a direct withdrawal of $36.23 posted to the customer's account. Since there were no funds in the account, the checking became overdrawn, and a $36 Overdraft Fee was assessed. The transaction was returned unpaid due to the negative balance in the account. 

  
  The customer claims that "he does not have overdraft protection on the account, so all transactions should be blocked.” The customer does not have overdraft protection, nor does he have a No Overdraft checking. Therefore, if an item is presented for payment and there are insufficient funds to cover it, the item may post to the account causing a negative balance and, subsequently, an overdraft fee. 
  Upon receiving the complaint, the customer's account was reviewed by the Vice President of Branch Support, who agreed to waive the $36 Overdraft Fee. Those funds were reimbursed on March 14, 2022. 

  
  If you have any additional questions or concerns, please contact me at the telephone number below. The hours of operation for the Problem Resolution Office are Monday through Friday, 8am-5pm EST. 
  Sincerely, 
  
  Heather *. P********
  Assistant Vice President
  Dollar Bank / Problem Resolution Office 

  Customer response

  03/14/2022

  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.
  
  
  Please pass this message on to Heather. Heather I do have No Overdraft Checking ******* See that account was opened when I had to re-open a secured credit card. Dollar bank charges $2.00 for a monthly maintenance fee. I lived in the state of PA when the first secured card was opened. However, in August of last year I since relocated to Florida. Dollar Bank had been aware of my address change and still mailing everything to an incorrect address. At the time I only had a basic checking account and secured card through Dollar Bank. I used the card paid it off. I do not keep a balance in that account. This checking account has been used to the bare min to keep the account open. 

  
  

  I use ** **** for all my daily activity. Dollar Bank charged the fee $2.00 when there was a $0 balance. The account sat negative for $2.00 or $4.00 I forget the exact amount. However, the account sat negative for 30 days. Which closed my secured card. Instead of Dollar Bank calling me since the mailing were getting returned. They closed the account. The only way I knew is when I saw on the mobile application the credit card was closed and the funds were in my checking. I sat on the phone with over 2 hours to figure out what was going on.  So when I was in Squirrel Hill in September I re-opened the secured card and the personal banker advised I should open a no overdraft checking account. I did that per his request. I since took a $1,000 personal loan out and have the payment taken out of Dollar Bank so I remember at least monthly to check the account. To make sure there is a positive balance. So the only transaction going though Dollar Bank is the loan payment and monthly maintenance fee. Which looking back now I should of never re-opened the secured card because as you can tell the card has never been used since it was reopened. Prior to the closure of the account I used the credit card and paid it off almost every single month. 

  
  

  No overdraft means no transaction should be covered. That is the purpose of declining the coverage. Nor does it cost the bank $36 to cover a transaction. Banks for far too long have taken advantage of their clients and their overdraft fees. As you can tell Heather I had been a Dollar Bank Client since 2013 when I moved to Pittsburgh. I banked regularly with Dollar Bank. Then I started to work in NJ and travel back and forth from NJ to PA and banking with Dollar Bank did not make to much sense since I was never in town when I needed banking assistance. So I switched to PNC and to ** ****.  

  
  

  I also want to thank the committee for the reversal of the fee. I would suggest revisiting Dollar Bank overdraft policy. If Dollar Bank reverses a transaction then no fee should apply. 

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

• Initial Complaint

  03/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I’ve been waiting on a new bank card for weeks now! & they keep giving me false information. I called one day & the man said it was shipped on the 8th of February . I called again & they said it was shipped on the 18th of February. & I have bills to take care of & kids as well

  Business response

  03/09/2022

  The complaint that was filed with your office on March 3, 2022, was received by Dollar Bank. I have researched the customer's concerns and offer the following information. 

  
  Per the customer's complaint, a new debit card was ordered, but as of March 3, 2022, he had not received the replacement. Our customer also claims that he was provided with false information regarding the shipment date when he contacted the Bank's Card Services department. 

  
  Upon receiving Mr. ***** complaint, I called the Card Services department. A supervisor reviewed Mr. *****'s account and advised that a new card had been ordered and it was shipped on February 18, 2022 by our third-party servicer. Due to delays within the Postal Service, we advise customers that it can take 7-10 business days for the card to arrive. That being said, based on the shipping date, the customer should have received the new debit card. 

  
  The supervisor ordered another debit card and requested that it be sent via overnight mail. The customer should have the replacement by the end of the day on Tuesday, March 8th, 2022. I contacted the customer directly on Monday, March 7, 2022 to advise him of the information and I asked that he call me directly if he did not receive the new card. I did not receive a return call. 
  If any further information or clarification is needed, please contact me at the telephone number listed below. 

  
  Sincerely,

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

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩