Dollar Bank

Review: This bank had a malfunction with the ATM and no money was dispensed.Only the transaction receipt was printed. I contacted the bank about the error their response was to file a dispute with my bank. I have contacted my bank and have heard nothing back from anyone. I feel as though Dollar Bank knows about the error and rather than audit the ATM they just chose to keep my money and not return it to my bank. This bank has an unfair business practice to not in good faith audit the bad atm.Desired Settlement: Return my $190.00 and the $3.00 ATM Fee you charged me to my bank card I used in this transaction.

Business

Response:

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

investigation and response.

This transaction according to the complaint was requested on February 18, 2014.

We received e-mail from Mr. [redacted] on February 28, 2014. Our response

explained that he would need to contact his Bank to file a claim, as we would not

be able to assist him. We are not sure when he contacted his Bank regarding this

matter. Whenever there would be a malfunction at an ATM regardless of the

Bank that owns the ATM, that customer would need to report the problem to his

or her own Bank for investigation.

Our Card Services Department was contacted this morning to see if we were in

receipt of a claim. This morning, March 5, 2014 at 8:41AM, we received an

adjustment message regarding this matter. The claim will be reviewed and

responded to, and will be sent, to Mr [redacted]’s Bank. The Bank will then be in

contact with their customer regarding his claim. This process can take several

days before Mr. [redacted] would be contacted.

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

Review: I was told my bank account was in the negative. I did not understand why my account would be in the negative when I have overdraft protection. I was told money could be drawn from either checking or savings when necessary. Well I spoke with a Dollar Bank representative name [redacted] today and was told only from savings. I am out of $144 from savings and 36 from checking. The branch manager was not in today. I asked [redacted] to go to [redacted], another manager who was on site to have my fees waived since I was told incorrect information. [redacted] proceeded to tell me me [redacted] will not be able to reverse the fees. I told her she has the authority to reverse the fees. I then asked for the complaint number to call and file a complaint. The customer service was poor and the representatives were very ruled. at Dolar Bank locate din Pennhills, PA. There fees are ridiculous!! I was told by [redacted] from the Dollar Bank complaint department I would receive a retrun call from her once she spoke to someone in Branch Resolution Support Department. I did not receive a return call from [redacted].Desired Settlement: I would like the fees to be placed back into my account.

Business

Response:

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

Review: On 11/9/2015 at approximately 9:55am, I deposited $1,000 cash (ten 100 dollar bills) into the Squirrel Hill ATM machine. The machine took my money, then re-opened as if It was unable to read some bills. Nothing came back out and a 'transaction cancelled' message appeared on the screen. I then proceeded to conduct a balance inquiry and It did not show the $1,000 deposit. I immediately went into the back and spoke with a customer service rep, who filed a claim. I spoke over the phone to card services and they said they would mail out a dispute form in order to process everything. The customer service rep at the bank, advised me he would balance the ATM that night or the very next day. A few days went by, I received the letter in the mail on 11/16/2015, went to the Squirrel hill location, and Carlos a customer service rep, faxed this form to Card services. On 11/18/2015- Jean from card services called me and asked if I was at the correct ATM that I stated on the dispute and that the ATM seemed to balance. On 11/20/215- I did not hear anything, so I called Jean in card services, and she advised me the ATM was balanced and they will not grant me my dispute. I asked if security footage was checked and was not given a clear answer. I then went directly back to the bank and spoke to the operations manager, Jennifer. She advised me, she would have a technician come out and look at the ATM. On 11/23/15- I spoke to Dawn C[redacted] who advised me the technician checked the logs again and everything balanced and he couldn't find my money in any other departments in the ATM. I again asked if security footage was even check and she advised me, It does not point to what I would be doing on the ATM machine. Tomorrow morning, I will be mailing out a written letter to have all documentation sent to me, as well as any proof that security cameras were pulled. There final decision was to not grant me my $1,000 deposit nor grant me my money back on the overdraft fees I accused.Desired Settlement: I would like to make sure security footage located on the ATM machine was checked. This will show me taking cash out of my purse and putting it into the ATM. It will also show me walking immediately into the back after the innocent occurred. I would like my $1,000 refunded back into my account and the fees that I accused during this time, to be waived.

Business

Response:

Your recent letter that was sent to Robert O[redacted] was forwarded to my office for aninvestigation and responseThe customer did file a claim with us on November 9, 2015, regarding an ATMdeposit. That claim was denied However, we have sent a letter to the customerrequesting she call the bank to set-up a meeting to discuss her claim with ourSecurity and Legal representatives. We have attached a copy of that letterPlease let me know if you have any additional questions regarding this matter.Sincerely,VP/Quality ManagementDollar Bank

Review: This complaint is regarding Dollar Bank's over draft policy. I deposited $550 into my account on 10/24/2013. $100 of the deposit was made available to spend right away. I then went to the grocery store and spent all but $3 of my available balance. I checked my account online afterwards and verified that I had not exceeded my available balance. The next day when I checked my account again online, it showed that a $15 check that I had written on 10/1/2013 to my children's doctor's office had been withdrawn from account, resulting in a $36 over draft fee. There was no consideration given to the fact that I had over $450 pending in my account. If a "hold" can be put on my deposit, then the bank should be able to hold the $15 check until after the deposit goes through.Desired Settlement: I would like my $36 back

Business

Response:

Your recent letter that was sent to [redacted] was forwarded to my office for an investigation and response. Our customer made a $550 deposit to her account on 10/24/201 3. The first $100 was made immediately available to her, in addition to the funds already available in her account. That same day the customer made transactions using her available balance. That evening a $15 check was received, processed, paid and assessed a fee because the funds were not yet available in the account, The customer contacted her branch and sent us e-mail about this fee. We did escalate the situation to the department that oversees our branch offices. The decision was that the fee would not be waived. It should be noted that a fee was waived two months earlier for a similar situation. That is the Bank’s decision regarding this request. Please let me know if you have any additional questions regarding this matter. Sincerely

VP/Quality Management

Dollar Bank

Consumer

Response:

I am not disputing the accuracy of their response, only the bad business practices involved. I had over $450 pending in my account and yet they charged me a $36 overdraft fee in order to cash a $15 check. I should mention I have a mortgage with Dollar Bank, which is paid on time every month. I guess customer loyalty is lost on them. And yes, a similar situation did occur a few months back, that doesn't make it right. In August, I deposited a check into my account for a few hundred dollars, and then they over-drafted me for less then $10. I have never had these problems with any other bank.

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The ATM fees are ridiculous and dollar bank doesn't take it out till the end of the month which I have to monitor very carefully. I hate calling them always unprofessional. I have a checking account with them and closing it first thing Monday morning good riddance!

Review: Dollar Bank takes an excessive amount of time to process payments. As a result, I have been given a late fee of $85. I mailed several bills on Oct. 8. All other bills were cashed by Oct. 15. As of today, Oct.21, almost 2 weeks after mailing, my check has not been cashed. Why were all the other bills sent on that date processed and cashed, yet 6 days later, Dollar Bank has still not processed the payment?This has happened to me before. I give plenty of time for my mortgage payment to be sent and processed. This seems like a way for Dollar Bank to make extra money on fees.Desired Settlement: I want a refund of $85 and I want Dollar Bank investigated to see if this is happening to other customers.

Business

Response:

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