Dollar Bank

Your recent letter that was sent to [redacted] was forwarded to my office for an investigation and response The customer presented a $check for deposit to his account on July 17, The customer deposited $into the account and received $back in cashFrom the check, the first $was made immediately availableThe remaining funds were not available until the next dayThe same evening as the deposit a $item was received, processed, paid and assessed a fee because the funds were not yet available in the accountAll of the funds in the account were on hold due to the cash back taken from the check deposit The customer contacted the branch and called into the Problem Resolution Office about this feeThe situation was escalated to the department that oversees our branch officesThe decision was that the fee would not be waivedThat is the Bank’s decision regarding this request Please let me know if you have any additional questions regarding this matter

This correspondence is in response to the complaint you submitted to the Revdex.com on October and received by our offilce on Friday, October 24, regarding the posting date o f your payment due on October ] v Your October 1, payment was received by Dollar Bank on MondayOctober and credited on that date In your complaint, you indicated your October payment was mailed on October 8, 2014; there were two weekends and a Federal Holiday (Monday, October 13, 2014) between the date you indicated you mailed your payment and the date of receipt; either or both may have contributed to when your payment was received by Dollar Bank Dollar Bank processes checks upon date receipt; a loan history showing the date transaction date o f 10/20/is enclosed and highlightedPage of your mortgage document dated November indicates, "'payments are deemed received by lender when received at the location designated in the Note”In addition, the back o f your monthly billing statements indicates, “Payments are credited based on date o f receipt, not postmark date, so please allow adequate time for mail servicc and delays’Copies o f both arc enclosed During review of your request, an error was found in the percentage used to calculate your late charge amountThe fixed/adjmtahle rate note you signed on November 4, indicates the late charge percent should be 5%, but 6% was showing on your accountYour account has been updated to 5% and your entire loon history was reviewed to determine if any other late charges were assessed at 6%A late charge o f $was paid on 10/12/05; at 5%, the late fee would have been $for an overpayment of $Due to this overpayment, we waived the $late tee for your October 1, payment Please know, Mrand Mrs [redacted] , the Bank must use consistent standards among clients, and therefore use the date received in determining late charge assessmentsYou have the right to request documents used in making this determination by contacting me at I- ###-###-#### or by mailing your request to our designated error or information request address of: Dollar Bank Servicing [redacted] *Copies o f the note, mortgage, and back o f the billing statement used in the decision are enclosed for your reference Additional payment options you may want to consider for future payments, include; We are able to withdraw payments each month from any checking or savings account on any day between 'he and the-15lh o f the monthAn automatic withdrawal form and a return envelope are enclosed should you choose this optionIf you choose any date other than the please indicate the date you choose on the form and we will withdraw your payment on that day cach month or the l sl business date after the first if the date is a Saturday, Sunday, or a legal holiday A check-by-phone payment option is available by calling our Customer Service Department at ###-###-####; a processing fee is charged for this service If you choose to mail your payment or use an online bill payment service from another bank, please allow adequate time for mail service and delaysYou may also want to call our customer servicc department at ###-###-#### before the end o f the month to confmn your payment was received If you have any additional questions, please contact me at ###-###-#### Sincerely, Assistant Vice President

Your recent letter that was sent to [redacted] was forwarded to my office for aninvestigation and response.This customer’s account was closed with Dollar Bank on June 4, with abalance owedSeveral attempts were made to contact the customer but we didnot have valid phone numbers etc., to contact herThe information that Dollar Bank is reporting to the credit bureau is correct.We do not show receipt of a dispute letter and we do not know what address thecustomer had sent that letterThe address, which should be appearing on hercredit report is:Dollar Bank [redacted] ***The customer can send a dispute letter to that address or call our ConsumerCollections Department at ###-###-####.Please let me know if you have any additional cjuestions regarding this matter.Sincerely,VP/Quality Management

Your recent letter that was sent to Robert Oeler was forwarded to my office for an investigation and response.The customer spoke with the branch on December 9, about two fees charged to her savings account that the branch was not able to waiveThe customer had Overdraft Protection on her checking account and thought money would transfer from her checking if the savings account became overdrawnIt was explained that the service only covers the checking account.After speaking with the branch office, the customer contacted the Problem Resolution Office about these feesThe situation was escalated to the department that oversees our branch officesThe decision was that the two fees would be waivedThe funds were credited to the savings account on December 10, The customer provided a phone number to contact her with the decisionTwo phone messages were left for the customer, one on December 10!h and the other on December 11thThe customer did not return the calls.Please let me know if you have any additional questions regarding this matter.Sincerely,VP/Quality Management Dollar Bank

March 5, 2015 Revdex.com of Western PA *** *** *** * *** *** *** ** ***Re: *** *** *** Dear *** ***,Your recent letter that was sent to *** *** was forwarded to my office for an investigation and response.The customer stated that he wanted his
account closedWe can close an account at a branch office or by the receipt of a signed letter requesting that the account be closedThat information was conveyed to the customer when he made a phone call to Customer Service in the middle of December The customer also filed a claim that same day for the $transaction with our claims areaWe never received the paperwork backThe claim was closed after daysAt the time the account was negative and was closed owing a balance as the customer stated of $199.52.Upon receipt of this compliant the matter was escalated to a Regional ManagerHe reviewed the situation and was willing to waive the fees assessed totaling $There is now a balance due of $The customer may visit a branch office to make that payment or contact our Consumer Collections Department at *** to discuss this further.Please let me know if you have any additional questions regarding this matter.Sincerely, *** ** *** VP/Quality ManagerDollar Bank

February 4, 2015 Transmitted Via Fax and U S MailRevdex.com of Western PA[redacted] [redacted] [redacted]Your recent letter that was sent to [redacted] was forwarded to my office for aninvestigation and...

response. We are providing a time line of the processing of theIoanThe customer applied for a pre-qualification loan in June 2014. The LoanOrfginator suggested that he apply for the Mortgage 60 days prior to when hewanted to close,The customer applied on November 18, 2014. We received his signeddocuments on December 3, 2014, The loan was submitted for underwritingapproval on December 191 2014. There was a request for additionaldocumentation on December 23, 2014 The file was approved by the Bank’sUnderwriting Department on January 6, 201& There were additional documentsrequired prior to sending the loan for final approval with the [redacted]). It was discovered that due to the fact thathis wife was an occupant of the property her income needed to be verified.The Bank should have requested income information on the customer’s fiancéeat the time he applied, as this is required for this type of [redacted] loan. A conditionof the loan is that 3 years transcripts of tax returns are required from the IRS forall occupants of the property.Prior to receipt of this complaint, the customer sent us an email on January 30, 2015, about his dissatisfaction with the processing of his lear,. The customer wascontacted by Dollar Bank to discuss the loan and apologize for the delay. Wealso refunded the customer’s appraisal fee due to his inconvenience.It should also be noted that upon receipt of the appraisal on December 13, 2014,repairs were required. We were made aware of those repairs being completed onJanuary 8, 2015. This would have also impacted a closing in December of 2014.On January 23, 2015, we requested 3 years of tax returns from the IRS for Thecustomer’s wife. To date, we have riot received the informatiort We are checkingon this regularly and have only been provided 2012 and 2013. We are waiting on2011: Upon receipt of the returns, al 0-day required employment verification willbe sent once we have determined a closing date. While we have admitted ourmissteps, in this process we are doing everything possible to expedite thisclosing.Please let me know if you have any additional questions regarding this matter.Sincerely,[redacted]VP/Quality Man~Dollar Bankmerit412-261-5013

Your recent letter that was sent to [redacted] was forwarded to my office for aninvestigation and response.This customer’s account was closed with Dollar Bank on June 4, 2009 with abalance owed. Several attempts were made to contact the customer but we didnot have valid phone numbers etc., to...

contact herThe information that Dollar Bank is reporting to the credit bureau is correct.We do not show receipt of a dispute letter and we do not know what address thecustomer had sent that letter. The address, which should be appearing on hercredit report is:Dollar Bank [redacted]The customer can send a dispute letter to that address or call our ConsumerCollections Department at ###-###-####.Please let me know if you have any additional cjuestions regarding this matter.Sincerely,VP/Quality Management

Your recent letter that was sent to Robert Oeler was forwarded to my office for an investigation and response.The customer spoke with the branch on December 9, 2014 about two fees charged to her savings account that the branch was not able to waive. The customer had Overdraft Protection on her...

checking account and thought money would transfer from her checking if the savings account became overdrawn. It was explained that the service only covers the checking account.After speaking with the branch office, the customer contacted the Problem Resolution Office about these fees. The situation was escalated to the department that oversees our branch offices. The decision was that the two fees would be waived. The funds were credited to the savings account on December 10, 2014. The customer provided a phone number to contact her with the decision. Two phone messages were left for the customer, one on December 10!h and the other on December 11th. The customer did not return the calls.Please let me know if you have any additional questions regarding this matter.Sincerely,VP/Quality Management Dollar Bank

Your recent letter that was sent to [redacted] was forwarded to my office for an investigation and response.
The customer presented a $360 check for deposit to his account on July 17, 2014. The customer deposited $100 into the account and received $260 back in cash. From the check, the...

first $100 was made immediately available. The remaining funds were not available until the next day. The same evening as the deposit a $68 item was received, processed, paid and assessed a fee because the funds were not yet available in the account. All of the funds in the account were on hold due to the cash back taken from the check deposit.
The customer contacted the branch and called into the Problem Resolution Office about this fee. The situation was escalated to the department that oversees our branch offices. The decision was that the fee would not be waived. That is the Bank’s decision regarding this request.
Please let me know if you have any additional questions regarding this matter.

This correspondence is in response to the complaint you submitted to the Revdex.com on October 21. 2014 and received by
our offilce on Friday, October 24, 2014 regarding the posting date o f your payment due on October ] v 2014.
Your October 1, 2014 payment was received by Dollar...

Bank on Monday. October 20. 2014 and credited on that date In your complaint,
you indicated your October 1. 2014 payment was mailed on October 8, 2014; there were two weekends and a Federal Holiday (Monday,
October 13, 2014) between the date you indicated you mailed your payment and the date of receipt; either or both may have contributed
to when your payment was received by Dollar Bank.
Dollar Bank processes checks upon date receipt; a loan history showing the date transaction date o f 10/20/14 is enclosed and
highlighted. Page 4 of your mortgage document dated November 10. 2003 indicates, "'payments are deemed received by lender when
received at the location designated in the Note”. In addition, the back o f your monthly billing statements indicates, “Payments are
credited based on date o f receipt, not postmark date, so please allow adequate time for mail servicc and delays’1. Copies o f both arc
enclosed.
During review of your request, an error was found in the percentage used to calculate your late charge amount. The fixed/adjmtahle rate
note you signed on November 4, 2003 indicates the late charge percent should be 5%, but 6% was showing on your account. Your
account has been updated to 5% and your entire loon history was reviewed to determine if any other late charges were assessed at 6%. A
late charge o f $101.80 was paid on 10/12/05; at 5%, the late fee would have been $84.83 for an overpayment of $16.97. Due to this
overpayment, we waived the $85.05 late tee for your October 1, 2014 payment.
Please know, Mr. and Mrs. [redacted], the Bank must use consistent standards among clients, and therefore use the date received in
determining late charge assessments. You have the right to request documents used in making this determination by contacting me at I-
###-###-#### or by mailing your request to our designated error or information request address of: Dollar Bank Servicing
[redacted] ** **. Copies o f the note, mortgage, and back o f the billing statement used in the decision are
enclosed for your reference.
Additional payment options you may want to consider for future payments, include;
1. We are able to withdraw payments each month from any checking or savings account on any day between 'he 151 and the-15lh o f
the month. An automatic withdrawal form and a return envelope are enclosed should you choose this option. If you choose any
date other than the 1 please indicate the date you choose on the form and we will withdraw your payment on that day cach
month or the l sl business date after the first if the date is a Saturday, Sunday, or a legal holiday.
2. A check-by-phone payment option is available by calling our Customer Service Department at ###-###-####; a processing
fee is charged for this service.
If you choose to mail your payment or use an online bill payment service from another bank, please allow adequate time for mail service
and delays. You may also want to call our customer servicc department at ###-###-#### before the end o f the month to confmn your
payment was received.
If you have any additional questions, please contact me at ###-###-####.
Sincerely,
Assistant Vice President

I would not recommend working with dollar bank for a home mortgage. They jerked us around for almost 2 months to the point we switched to 5/3 bank. 5/3 got the farther in 2 weeks then dollar did in 2 months. Unfortunately for us as we were closing with 5/3 our seller unexpectedly passed away. Now we are in a wait and see mode with probate to see if we can still buy the house. If dollar bank would have done their job we would have had this deal done before this happened.
My new goal is to deter anybody I know away from Dollar Bank. Their back office in underwriting and processing is a joke and needs to be fixed badly. Save yourself the trouble and avoid dollar bank at all costs

Review: I was charge $30 in overdraft protections fee when I had the money in my account to cover my purchases. I called the Brentwood office and was told that because the holds on my account was over the balance I was charged each fee and the money was moved from my savings account. This should not have happened until the last transaction that posted on 4/18/16. I discuss this was the lady from the office twice she kept saying no I was wrong. This wrong. I had the money in my account to cover the transactions I should not have been charged the $30 fee because of the holds. I asked to talk to a manager and the lady said "I already talked to one" and transfer me to someone else to take the protection off my account.Desired Settlement: I would like to have the $30 in fees refunded and the $49.32 amount that was taken from my savings account to cover the charges that did not need covered refunded back.

Business

Response:

Your recent letter that was sent to Robert O[redacted] was forwarded to our office forinvestigation and response. I offer the following information to you.When a customer has Overdraft Protection On their account, and it is utilized to preventan account from becoming overdrawn or it allows a Point of Sale transaction to be paid, afee will be charged and the appropriate funds will be transferred to cover thosetransactions.Beginning on April 17, 2016, our customer was assessed Automatic Transfer Service(ATS) fees because Point of Sale transactions were authorized when there wereinsufficient available finds in her account. The Automatic Transfer Service (OverdraftProtection) was then used to transfer the necessary funds from the customer’s savings toher checking to cover those items. As was explained to the customer, had the service notbeen used, the transactions would have been declined. However, since the customer hadthe service on her account, it was automatically employed and the transactions wereapproved. Per the customer’s request, the Overdraft Protection has been removed fromher account.The Vice President in our Branch Support department reviewed the customer’s accountand agreed that the Automatic Transfer Service fees would not be waived. We haveadvised the customer of the Bank’s decision via telephone conversation andcorrespondence initiated by the Revdex.com complaintIf you have any additional questions regarding this matter, please contact me at thetelephone number below.

Review: I would advise people not to deal with this bank. I went there with $8100.00 in cash and 2 checks one for $4000.00 and $300.00 dollars. ( $12,400.00 total) I told L[redacted] I was depositing it all in savings. I also had to activate my new debit card at this time and ask her if she could do it, she told me I could go in the back and use the phone, but I decided to use my cell phone. I then called and was getting my card activated and she was doing my deposit. After getting off the phone I ask her for my balance on my account and she ask for my driver's license, I did not have it with me (I had changed purses that day.) so she said I cannot give you the balance. I said to her I just gave you over 12,000.00 dollars and you won't give me my balance. I said that several times and she said NO. She actually crossed out my balance. I was so mad that I said I would check online. I checked the next morning and it said pending next to my balance so I thought my check for 4300.00 was still out. But to find out later that she only deposited 3800.00 of my cash and $4300.00 in checks for a total of 8100.00. I contacted the bank and was told they would look into it but after 2 weeks of calling and trying to get answers I was told the security office was handling it and they would get in touch with me. I finally received a letter stating they were very sorry but Dollar bank followed all policy and procedures and they could not do anything. REALLY. Well they did not follow policy. I was unable to post my deposit slip on here but this is what it has on it.

Transaction amount $8100.00

Check Amount $4300.00

New Balance $[redacted]

Available Balance $[redacted]

See why I thought it was the okay. ( I thought the 8100.00 was the total for cash and 4300.00 was checks.)

Be aware of taking money to the bank always watch them count the money and CHECK YOUR RECEIPT!!!Desired Settlement: I would like my money back.

Business

Response:

Your recent letter that was sent to [redacted] was forwarded to my office for aninvestigation and response.Our records show that the customer entered our Natrona Heights Office onFebruary 19, 2015 to make a deposit to her account. At that time, she did nothave valid ID or an active signed debit card. The customer completed a depositticket that was provided to her by the teller. The customer filled out the depositticket and presented it to the teller, who processed the deposit. The depositconsisted of two checks totally $4300 and $3800 in cash. The teller made thedeposit and provided the customer a receipt without the balance. This is acustomary practice when a customer does not have proper ID. She latercontacted the branch and stated that she had a total of $8100 in cash. Theproper procedure was followed and no discrepancy was found in the tellers work.The customer filed a claim on March 9, 2015, and the matter was turned over tothe Security Department. They investigated this claim and sent a letter datedMarch 13, 2015 to the customer that the claim had been denied.Please let me know if you have any additional questions regarding this matter.Sincerely,VP/Quality ManagementDollar Bank

Consumer

Response:

I do not accept the response that the bank has given. I gave the teller 8100.00 dollars and 4300.00 in checks. The teller filled in the deposit slip. She would not give me the total of the transactions or the balance of my account that day. As you can see she put asterisks where the amounts would be.

Regards,

Review: I switched banks in 2006 since Dollar Bank did not have a branch near my university. Dollar bank proceeded to start charging me service charges which the rep I spoke with had no idea why. The account eventually became negative and dollar bank continued charging service charges for four more years without every once attempting to contact me. Now, over 7 years later I am receiving calls from a collection agency stating I owe dollar bank over $200. Not once did anyone from the bank ever contact me to inform me this was occurring and this practice continued for over 4 years on an account I believed to be closed. Dollar Bank prides itself on being part of the community, yet they have no problems whatsoever taking advantage of those that no longer wish to use their service.Desired Settlement: I would like the entire amount of penalties and fees to be rescinded and to be reimbursed the $2 dollars plus interest I had left in the account. I would also like a written apology from the banks management explaining how they are going to correct this issue for anyone else dealing with a similar scenario.

Business

Response:

Your recent letter that was sent to [redacted] was forwarded to my office for an

Review: On October 22nd I deposited a certified check for $1000 into my account. I was told by the representative that handled that transaction (this was at the Gateway Center location managed by [redacted]) that my funds would be available in 24 hours. On the 25th, 3 days later, my check to my landlord bounces. That was for $781. There was also one other transaction for $168.34. That is not enough to overdraft the account, yet the check bounces. I went into the branch and spoke to the manager, Tyler. He admitted it should have never happened. Accepting responsibility, he refunded my overdraft fee, fixed the account and even issues a free $781 certified check that I could give to my landlord. My landlord was very understanding, however, he had to charge me the return fee. I took that receipt to Dollar Bank and they are refusing to refund the cost. I needed $20 of that $25 was for my wife's nausea medication for her cancer. I have gotten two stories from Dollar Bank, their fault and my fault. I was told, by their employee, my funds would be available in 24 hours. It was a certified check! I do not believe I should have to pay, nor should my wife be without medication, because they don't know how to do their jobs properly. I am closing my account, their customer service skills have proven to be the worst I have ever experienced. I do however want my $25 refunded. I thank you for your time and assistance in this matter.Desired Settlement: As I am closing my account, I would like a $25 check mailed to my home to refund their mistake.

Business

Response:

Your recent letter that was sent to [redacted] was forwarded to my office for an

investigation and response.

Our customer opened a new account with Dollar Bank on 10/15/13. As the customer

stated he deposited a $1000 check that was drawn on an out of state bank to his

account on 10/22/13, All checks deposited/cashed are subject to our funds availability

policy that is provided to a customer at account opening. This is the policy for new

accounts for the first 30 days; the first $100 was made immediately available to the

customer. An additional $400 was made available the next day. The remaining $500 was

on hold for 5 business days. On 10/25/13, the check for $781, dated 10/21/13 was

received for payment. The funds were not available to pay that item. A fee was assessed

and the check was returned.

On Monday, 10/28/13, the customer visited the branch and the $36 non-sufficient funds

fee was waived for the customer. The customer then made a withdrawal of funds to

cover the return check for his landlord. The funds were still not available, but the Bank

employee did provide the customer with those funds in the form of a Bank Cashier’s

Check and he also waived the normal Cashless Check fee.

The customer visited the branch office again on 11/14/13 requesting that a return check

fee of $25 charge to his landlord be waived. This was not a Dollar Bank error and the

customer was told that we would not waive this fee charged by another Bank.

The customer also communicated with Dollar Bank via email about this issue. The

matter was escalated and the Bank’s decision was that this fee would not be waived.

That is the Bank’s position in this matter.

Please let me know if you have any additional questions regarding this matter.

Sincerely,

VP/Quality Management

Dollar Bank

Review: I had over $7,000 in my savings account when I was traveling overseas long term last summer. I did not have time to monitor my accounts and my checking reached $0.00. On one transaction in June, I was charged not one but 2 over draft fees on the same debit. I emailed customer service and explained the situation. They agreed and refunded just one of the over draft fees. I demanded that they reconsider or that I would be removing all of my money from their bank. They refused, so I removed all of my money and once the account was empty, I called to cancel the account but they refused, telling me that I must come into the Bank in person or cancel it in writing. I explained that I was overseas indefinitely and had no way to send a formal letter. I did not want any more invalid charges on this account. a few months later I received a letter that a charge was paid even though I had zero funds in the account and I was being charged over draft fees. I was puzzled as to what charge they were talking about. I had destroyed my ATM card and was no longer using this account. I called to inquire about the charge I was told that it was through Paypal and I had to dispute the charge through them. So I opened a dispute with Paypal and received an immediate refund. I removed my dollar bank account from my Paypal account so that this error would not happen again. I then called Dollar bank and explained that Paypal refunded the money for the unauthorized charge. They said that I would have to sign a dispute for the unauthorized charge and they would send me the required paperwork. I received an affidavit in the mail several days later. Upon reading through it, I found that I would have to agree that I "have not received any refund from the merchant or any other party in question." I could not sign the document because this is not true. I have in fact received a refund in the original amount from Paypal. I wrote a letter expressing my concerns and returned it to the dispute department, but I did not hear anything until I received yet another letter that my account has a negative balance. If they had canceled the account when I asked them to in August, this would never have been an issue. This whole thing is solely Dollar banks fault. What kind of bank this day in age does not cancel an account when requested? As it currently stands, My account has a negative balance of -$199.52 balance as a result of a charge for $64.52 that should never been paid in the first place.Desired Settlement: I will agree to pay the original debit of $64.52 but insist on being refunded for the original $36.00 from June as well as the $135 in fees that I have been charged for things completely out of my control.

Business

Response:

March 5, 2015 Revdex.com of Western PA [redacted]Re: [redacted] Dear [redacted],Your recent letter that was sent to [redacted] was forwarded to my office for an investigation and response.The customer stated that he wanted his account closed. We can close an account at a branch office or by the receipt of a signed letter requesting that the account be closed. That information was conveyed to the customer when he made a phone call to Customer Service in the middle of December 2014. The customer also filed a claim that same day for the $64.52 transaction with our claims area. We never received the paperwork back. The claim was closed after 60 days. At the time the account was negative and was closed owing a balance as the customer stated of $199.52.Upon receipt of this compliant the matter was escalated to a Regional Manager. He reviewed the situation and was willing to waive the fees assessed totaling $135. There is now a balance due of $64.52. The customer may visit a branch office to make that payment or contact our Consumer Collections Department at [redacted] to discuss this further.Please let me know if you have any additional questions regarding this matter.Sincerely, [redacted] VP/Quality ManagerDollar Bank

Review: I have been contacting this company about a account that is showing up on my credit report. I submitted a dispute letter to the company in which it was returned.The address is on my credit report where the dispute was mailed.When the letter is returned it says not a valid recipient, but the address is listed as a contact or dispute address.Desired Settlement: I want this account removed. It is inaccurate and causing damage to my credit report.

Business

Response:

Your recent letter that was sent to [redacted] was forwarded to my office for aninvestigation and response.This customer’s account was closed with Dollar Bank on June 4, 2009 with abalance owed. Several attempts were made to contact the customer but we didnot have valid phone numbers etc., to contact herThe information that Dollar Bank is reporting to the credit bureau is correct.We do not show receipt of a dispute letter and we do not know what address thecustomer had sent that letter. The address, which should be appearing on hercredit report is:Dollar Bank [redacted]The customer can send a dispute letter to that address or call our ConsumerCollections Department at ###-###-####.Please let me know if you have any additional cjuestions regarding this matter.Sincerely,VP/Quality Management

Review: Deposited a check which caused my entire checking account, including previous balance, to be frozen, which resulted in insufficient fund issues and a $36 fee from the bank itself.Desired Settlement: Reimburse bank fee

Business

Response:

Your recent letter that was sent to [redacted] was forwarded to my office for an investigation and response.

Review: I am extremely disappointed with the service I have received, so far, from Dollar Bank. I started talking with, [redacted], one of Dollar Bank's employees, back in June letting her know I was to be married on the 13th of December and I wanted to close before the wedding (as a surprise to my to be wife). Her recommendation was we start the loan process two months before the preferred close date. I followed her instruction and was later told, by her, I should have started the process earlier! I still have not closed on my loan. It is now January 29th.It seems, there is a flaw in their process. This is my first mortgage. This is not their first loan. The information that is required for a mortgage should be something they could list. However, they have repeatedly waisted my time by requesting information that should have been acquired before the underwriting process started. I am now stuck in the position where I am going to have to waste money because they have not asked for the correct required documents up front.Desired Settlement: I have been told by [redacted] that no one can speed up the process at this point. I feel someone from their company should be able to put a rush on this. I do not know what else can be done. However, I do feel this should not happen on the regular. I hope this brings attention if nothing else to the incompetence I have dealt with.

Business

Response:

February 4, 2015 Transmitted Via Fax and U S MailRevdex.com of Western PA[redacted]

[redacted]Your recent letter that was sent to [redacted] was forwarded to my office for aninvestigation and response. We are providing a time line of the processing of theIoanThe customer applied for a pre-qualification loan in June 2014. The LoanOrfginator suggested that he apply for the Mortgage 60 days prior to when hewanted to close,The customer applied on November 18, 2014. We received his signeddocuments on December 3, 2014, The loan was submitted for underwritingapproval on December 191 2014. There was a request for additionaldocumentation on December 23, 2014 The file was approved by the Bank’sUnderwriting Department on January 6, 201& There were additional documentsrequired prior to sending the loan for final approval with the [redacted]). It was discovered that due to the fact thathis wife was an occupant of the property her income needed to be verified.The Bank should have requested income information on the customer’s fiancéeat the time he applied, as this is required for this type of [redacted] loan. A conditionof the loan is that 3 years transcripts of tax returns are required from the IRS forall occupants of the property.Prior to receipt of this complaint, the customer sent us an email on January 30, 2015, about his dissatisfaction with the processing of his lear,. The customer wascontacted by Dollar Bank to discuss the loan and apologize for the delay. Wealso refunded the customer’s appraisal fee due to his inconvenience.It should also be noted that upon receipt of the appraisal on December 13, 2014,repairs were required. We were made aware of those repairs being completed onJanuary 8, 2015. This would have also impacted a closing in December of 2014.On January 23, 2015, we requested 3 years of tax returns from the IRS for Thecustomer’s wife. To date, we have riot received the informatiort We are checkingon this regularly and have only been provided 2012 and 2013. We are waiting on2011: Upon receipt of the returns, al 0-day required employment verification willbe sent once we have determined a closing date. While we have admitted ourmissteps, in this process we are doing everything possible to expedite thisclosing.Please let me know if you have any additional questions regarding this matter.Sincerely,[redacted]VP/Quality Man~Dollar Bankmerit412-261-5013

Review: I got an email saying that my debit card information was breached and that Dollar Bank would be sending me out a new debit card and that the debit card I had was no longer able to be used. I didn't see that email until then next day because I had been so busy. So I went to the bank to inquire about what happened and they said a merchant breached my account information. I wanted to know who the merchant was. They refused to tell me. As the bank their job is to protect my funds and not protect the thieves of my funds. I am very dissatisfied and I was smart enough to log onto my online banking and see where I shopped and figure out which one of the stores may have been it. I only shop at a select few places. I am very unhappy and I feel like they aren't protecting my money. What if I would have been out of town and could not use my card? That is terrible that they did that!

Business

Response:

Your recent letter that was sent to [redacted] was forwarded to my office for aninvestigation and response.Our customer was one of several customers whose MasterCard/Debit Card may havebeen compromised, due to a breath with a merchant which the customer conductedbusiness. MasterCard notifies the Bank of these breaches and what customers mayhave been affected. We are not provided the merchant Information. However, whenthere is a large breach a customer may hear about this on the new &Attached is a sample of the type of email that we send to customers. In our customer’scase, the email was sent letting her know of the situation on either the 15thor 16th ofJune. The new card was sent on June 16, 2015. We also let the customer know whenthe current card would be deactivated, which was June 25, 2015.Unfortunately, there are many card compromises that Dollar Bank has to deal with thatoccur with different merchants. These compromises occur with merchant processors thatare not affiliated with Dollar Bank.Dollar Bank takes these situations very serious, and takes action when notified to protectour customer’s account & This is done as expeditiously as possible.Please let me know if you have any additional questions regarding this matter.