ComplaintsforUnited Bank

• Initial Complaint

  06/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  U was again charged overdraft fees on purchases and withdrawals made while money was available. I have purposely opted out of allowing my debit card to be used if funds are not available.

  Business response

  06/27/2023

  In researching the complaint, it was noted that three overdraft fees were assessed on June 7, 2023; one fee was refunded that day.  Research further revealed the Opt-out had been signed at account opening in August 2021.  Unfortunately, the Bank's system was not properly coded to reflect the customer's choice, resulting in the overdraft fees being assessed.  As of today, coding of the system has been corrected and the remaining two overdraft fees totaling $72, have been refunded.  If the account is viewed online, the refunds may not be reflected right away.  We apologize for any inconvenience this has caused.

• Initial Complaint

  03/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have been completing online grocery orderd for past 2 years and have never encountered the current unnecessary holds placed on my account. First one: Kroger $38.09 (actual charge of $38.13) from March 7 and also a weird split hold from ******* (actual charge $240.66) but original charge $277.21 from March 10. Today March 11 there is the original charge of $240.66 and another charge of $36.55 totaling the $277.21. My issue with this is I was told by two different United Bank customer service reps that the duplicate Kroger hold of $38.09 will not come off my account until March 15. That is eight days and in my opinion is literally a double charge on my checking account. No one can give me an explanation of why all of the sudden the holds are taking so long to drop off (again, never seen this). Does United bank earn interest on these charge holds? If so, perhaps they should pay me back with that interest. Seriously, a long time for groceries that I bought and paid for in full. I am just confused by the inconsistency of the holds. Again, I have a double charge from ****** and the ******* was a single charge that split the next day creating an extra $36.55 charge from my account. Basically United Bank is borrowing $74.64 from my checking account. I feel like Im stuck between these three large corporate entities with horrific customer service (was passed to over 12 customer service reps) and still no one can tell me why my money is essentially being borrowed for groceries I have completely bought and paid for its truly been a case of he said/ she said with these huge corporations, but at the end of the day I feel like United Bank, who Ive been a customer with for 20 years, should step up to the plate and release these unnecessary holds and reassure me this will not happen in future.

  Business response

  03/29/2023

  When a customer initiates a transaction, it is submitted for authorization by the merchant.  Once a Bank provides authorization, which ensures the merchant that sufficient funds are available in the account to cover the transaction, the Bank must honor that transaction regardless of when it is finalized by the merchant. 
  

  Typically,merchants will complete final settlement of authorized transactions within seven days.  Therefore, at the time of authorization, a seven-business day hold is placed on funds in the customers account to cover the amount of the transaction.  This hold ensures that the funds will be available when final settlement is received by the merchant.  However, there are times when the final settlement is completed after the seven-business days.  In those cases, even though the hold has been released by the Bank, the transaction will still be honored.
  

  United Bank cannot address how the Merchants in question reflect the transactions at the time they are initiated.  

  Customer response

  03/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Still confused why it happened this time when so many other times it does not, but, of course, the merchants blame the bank! I have been a customer with this bank for years and years I don’t know why the merchant hold should have anything to do with how long a hold is placed, especially when the actual transaction amount has already cleared when the purchase was made, a receipt for total has been rendered! The ****** transaction was actually completely doubled. The money is in my account when I go shopping. This is not the old days when you’re wrote a check and didn’t know if it would clear - the money is in there and instaneously is subtracted from my balance (daily screenshots). So why is there a 10 days of a double transaction and a portion of one that has already cleared?! 

   Regards,

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

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was scammed online, nobody from my bank is offering me actual help. They are all telling me that they cannot do anything and that I would have to pay the said amount after I have been scammed. My account is now negative, the branch manager did not sympathize with me and she only said she cant do nothing about it.

  Business response

  03/06/2023

  The customer responded to an email about a job offer which unfortunately was a scam.  She deposited checks received from the scammer and, as instructed, used the funds to purchase gift cards and send to the scammer.  When she conducted the purchase of the gift cards, there was a positive balance in her account and the debit card transaction was approved.  Shortly after, the checks were returned as fraudulent and were reversed from her account, leaving a negative balance.  Because the debit card transaction was a valid transaction conducted by the cardholder, her dispute of the transaction was denied.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bank with united bank for over a year now. They are absolutely the worst when you have a fraud case. I have been defrauded on ******* and I put in a dispute but nil. They do absolutely nothing to help you. I am waiting on my $110. As a bank that I work with, don't you think you should be able to help me.

  Business response

  01/30/2023

  The $110 transaction was disputed by the customer on January 18, 2023, and is currently under investigation, provisional credit is being issued pending the outcome of the investigation. Once completed,the customer will be notified of the final decision.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was due to check into this hotel on 09/30/22 with a check out date of 10/03/2022. Prior to I signed a credit card authorization form that clearly stated that I was responsible for 3 nights at the rate of 79.00 plus taxes ( room and tax ONLY. Charge not to exceed $810.64 That’s 3 rooms at a cap of 237.00 each. The form clearly states ( I authorize the hotel mentioned above to charge payment for all charges as indicated in the rate information. I had emergency Surgery 10/2/22 so I did not attend. The hotel allowed extra room and charges to be finalized to my card when the extra room put down an Amex card. If you look at the authorization form it was one form not 3. The hotel sent the bank 3 copies of the 1 form I submitted. Now United bank is saying I’m responsible for 4 rooms totaling 1138.11 which is incorrect. The form I filled out clearly says charges not to exceed 810.64- the form clearly states room and tax only. So how can you for me to pay additional charges. No one at hotel or bank will speak with me . I want a senior representative form hotel and bank to contact me please and thank you to resolve this matter

  Business response

  01/27/2023

  In researching this complaint, we did a second review of the documentation previously provided and contacted the customer for additional information.  As a result of the second review and follow-up, our decline of the dispute has been reversed and as of January 24,2023, the customer has been refunded, $1,138.11. 

  Customer response

  01/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******************************************
  
  

• Initial Complaint

  09/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Traded in my old vehicle for a newer used vehicle in July of 2016. Everything including the insurance paperwork was handled at the time of purchase. Fast forward 6 years the car has been paid off, each payment paid ahead of time mind you and the lien holder, "United Bank" says I owe over $1000 for insurance they purchased to cover my car for a one month period as they said I did not have coverage during a 1 month period over 6 years ago, when I did in fact have coverage. Heck my existing policy of the car I turned in automatically covers a 30 day grace period for any new car. They never contacted me via e-mail, phone, mail, nothing at all to ask for proof of coverage over 6 years ago, they just decided to add on an additional $1030 for a 1 month period of coverage. That is more than I pay for an entire years worth of auto insurance coverage without so much as a phone call to ask for proof. Now they are not only holding my title hostage they are charging me over $100 per month for late charges on this ridiculous charge as well aas an impact on my ccredit score. Billed for something that was not needed without even contacting me. I have contacted a Lawyer, ******** ****** ******* and now the BBB to shed light on this predatory scam and will do everything in my power to educate everyone about United Bank and their practices. They clearly do not have the best interests of their customers in mind, only how they can milk them for as many fees as possible no matter how egregious they are.

  Business response

  09/13/2022

  According to our records, the customer purchased the vehicle July 20, 2016.  The insurance provided at the time of purchase was for a different vehicle than the one identified on the Agreement to Provide Insurance the customer signed at the time the vehicle in question was purchased.  No proof of insurance for the purchased vehicle was received, therefore the customer was notified by letter dated August 31, 2016 that the Bank had not received proof of insurance.  Also advised the customer that they needed to provide proof of coverage from the time of purchase with no lapses, with the Bank listed as lienholder.  The letter also provided the methods through which the insurance could be provided.
  When proof of coverage had not been received, a second letter dated September 21, 2016, was mailed to the customer advising them again that proof of coverage had not been received and that if proof of coverage from the time of purchase, was not provided, coverage would be force placed at their expense.
  On October 13, 2016, a third letter was mailed to the customer advising them that the force placed coverage had been purchased and the premium amount added to their loan balance.
  Recently, the customer contacted a Bank Collector concerning the outstanding premium, the Collector contacted the Insurance Department.  To determine if the force placed coverage could be refunded, the Insurance Department reached out to the customer’s Insurance Company to determine when the customer added the purchased vehicle.  According to the Insurance Company, the vehicle was added to the policy on August 30, 2016, meaning the vehicle was uninsured for 41 days. 
  The force placed coverage was completed in accordance with the terms of the contract and the customer was provided the required Notices, not only at the time the coverage was added, but also when they contacted the Collector.   
  The customer stated that the policy that was in place at the time of the purchase would have covered a new vehicle for 30 days, however we received no proof of that.  Even if that is the case, there would still have been a lapsed period for which force placed insurance would be required.  If the customer can provide proof that their existing policy allowed a grace period during which a new vehicle would be covered, we are willing to present that to our insurance company to see if they are willing to refund part of the force placed premium.

  Business response

  09/29/2022

  In accordance with the terms of your note, the collateral was required to be covered for the entire term of the loan. While the declaration page that you provided supports that the collateral was covered by the policy, it does not provide the actual date the collateral was added to the existing policy.  According to the information recently provided to us by *****, the collateral for the loan with United was not added to this policy until August 30, 2016.  The loan was closed on July 20, 2016.  There was a lapse period of 41 days that the force placed policy was written to cover.  Before this coverage can be refunded, we must have proof that your existing policy included the collateral during the 41-day period. 
  Concerning the letters advising you of the force placement, they were mailed to the address on file at the time and we have no record of them having been returned to us.
  Again, if you can provide us with proof the collateral was covered by your insurance between 7/20/2016 and 8/30/2016, we can submit the information to our insurance company for refund of the force placed premium.

  Customer response

  10/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  As already provided to the BBB and yourself the insurance letter clearly states the coverage period of my policy and it included the entire period of my loan, the dealership would not let me drive off the lot if I had not provided at the time of purchase.  There were no letters received at all on September 21st or October 13th.  Perhaps they should be certified to insure receipt and even if they were the automobile was covered during those periods.  I have requested on several occasions a copy of this 41 day redundant insurance policy that they are charging me over $1200 for and they have neglected to provide any documentation at all including the letters they say they sent.  As stated in the previous response to United Bank why would they send a letter on September 21st stating they were going to place a forced insurance policy and then send a letter on October 13th stating they were charging me if they already knew the automobile was covered prior to September 21st.  I am looking into a class action law suit as we are sure that they are trying to scam other customers with backdated insurance policies but they have neglected to provide me with ANY documentation of the insurance they are charging me for or WHEN it was purchased. I am asking the BBB to look into United Bank as they continue to harass me with collection letters and will not release my Tittle  or ANY documentation of this $1200 41 day insurance policy and when it was issued.
  
  Regards,
  
  *******************
  

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid my first car payment on the United Bank online payment service. Which was confusing especially for someone who had never made a car payment online before. The payment was for $686.13. I typed in the amount not realizing I wasn’t supposed to and the amount I typed in would go toward principal. This made the total payment $1372.26. This payment was made after office hours on Monday 05/16/2022. I spoke with a gentleman on Tuesday 05/17/2022. Explaining the situation and asking if I could be issued a refund for the amount of $686.13 that was toward principal. After putting me on hold and speaking to someone I was advised that I would be refunded the $686.13 in form of a check. On Monday 06/13/2022 I received a voicemail to call United Bank in regards to my loan. I spoke with Austin who told me that ***** **** in Princeton did not pay the vehicle off in full and I would be responsible for paying $665.13 before they would release the title to Ramey. I purchased a another vehicle with Ramey on 05/18/2022. They did not contact United Bank for pay off for the previous vehicle until 05/24/2022 according to my sales associate. So in the time between 5/17/2022 and 5/24/2022 they did not update their system to reflect the refund of $686.13 added back onto the pay off amount. When I finally received the check in the mail the issued date on the check was 05/17/2022. This should have been corrected in their system. They stated this was a mistake in the computer and even though that happened I would still be responsible for pay off. I asked them to work with me since they were stating I owed the amount and to please defer my husband’s truck payment for the month. They stated they would not be able to defer that payment. Since this was a mistake made by United Bank I do not feel like I should owe the pay off. This should be between United Bank and ***** ****.

  Business response

  07/11/2022

  The loan transaction history reflects that the refund of the principal payment made in error was reversed on the date she requested the refund from Customer Care, May 17, 2022.  The check was issued the same date.  Therefore the refund was made prior to the request of a payoff from the dealership and would have been reflected in the amount quoted.  We cannot speak to why the dealership may have delayed requesting the payoff.  The loan was paid off on 6/17/2022.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint concerns the United Bank branch in Powhatan, which use to be an ********** until very recently. On 3/8/22, I had an overdraft of $23.40 plus an overdraft fee of $36.00. I started receiving DAILY $5.00 overdraft fees on March 16. I'm on disability and only receive one check per month. I deposited spare cash and change whenever I could in an attempt to pay it down. I finally borrowed money when my account reached -$58.00. On March 25th, I deposited $60.00 at 10:23 a.m. I have a receipt showing the deposit and that my account balance was + $2.00. They charged me a $5.00 overdraft fee on the very same day, giving me a -$3.00 balance. Now they are back to charging me $5.00 overdraft fee every day. I called customer service who said they can't help me; and I need to call my branch. I called the branch and the person I talked to said that I would have to talk to her manager and that she would have this person call me back. They never called back. I simply want dropped the over draft fees that occurred starting March 25th, when my balance was +$2.00. I can't download a copy of my activity to send you. What ghetto scam artists!

  Business response

  04/06/2022

  In response to this complaint, we have reviewed the account transaction history.  The fees were charged in accordance with the terms of the account, however, a refund of three of the fees, totaling $15 has been credited to the customer's account.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have beeb trying to get my statements for 2020 on this account for like 9 months now. I closed the account in January and thought i had statements saved in email. When i went to start my taxes in march realized they were not there i called united banks customer service line in march 3 months after i closed the account because info was compromised and opened a new one and was told the account didnt exist at first and upon speaking with a supervisor was told it wold be 60 dollar and the would have to send to there research team as they could not locate the account that was closed 3 months prior. I have called at least every other month for past nine months. Last couples times i called i spoke with ******* same thing 60 dollars and have to forward to researc and last time i called they said 60 dollars plus 25 an hour to research account which i have said fine to. And still no results. They refuse to provide me with my account statements.

  Business response

  12/09/2021

  Response to Complaint ID: ********
  
  In researching the complaint, it was determined that the Branch requested the statements from Investigations, and they were provided to the Branch on June 29, 2021.  The Branch was advised that the customer was coming to pick up the statements.  Unfortunately it does not appear there was any follow-up with the customer concerning the availability of the statements.  Customer Care has provided the statements to the customer and the $60 fee has been waived.  We apologize for the breakdown in communication that led to the delay in fulfilling the customers request.

*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. ↩