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Fulton Bank

1 Penn Sq, Lancaster, Pennsylvania, United States, 17602-2853

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Reviews Bank Fulton Bank

Fulton Bank Reviews (%countItem)

• Oct 04, 2023

Lost title
Paid off car loan 8/8/2023 ,received a lien release from bank on 8/15/2023 and informed will take 6 weeks to get title. On 9/14/2023 called to inquire as to when I maybe receiving the title? Brittany informed me that title is lost and will need to go toDMV at a cost of $60to have a duplicate title .She said maybe the bank will reimburse the $60. Well into October and I guess the famous saying “the check is the mail” Never again!

The online banking and telephone banking are consistently down as they are updating their services. In some cases it’s down for hours at a time. Numerous times I have needed to check my account and was unable to do so because both are down. I understand that is is necessary but a customer should be able to access their account regardless of the system update.

Fulton Bank Response • Apr 20, 2020

April 14, 2020

Dear ***:

I write in response to the above-referenced complaint of a customer of Fulton Bank (the “Bank”). The Bank’s customer complaint referenced concerns in her inability to access our Online Banking and Telephone Banking systems during maintenance windows. Fulton Bank recognizes and understands the impact of maintenance windows on customer access and limits these activities where possible. It is critical that Fulton continues to update our systems with proper security updates along with product and service enhancements.

There are several ways in which we attempt to limit the impact: 1) Though proactive customer outreach and notification prior to the outage 2) Conduct the maintenance windows during times where there is limited usage (overnight etc.) 3) Proactive messaging through multiple channels during the outage

I have reviewed this matter, and can assure all parties that Fulton Bank continues to look for ways to limit our downtime during maintenance window requirements and will continue to communicate through proactive outreach so that our clients can plan their banking activities accordingly.

The Bank has investigated this complaint by reviewing the scheduled maintenance windows, reviewing the proactive customer messaging notification, and reviewing the expected downtime to ensure it met our commitments.

Our investigation has determined that although not ideal, it is critical to conduct system maintenance on a regularly-scheduled basis so we can continue to meet optimal security standards and product enhancements to meet our customers’ evolving banking needs and preferences.

Thank you for this opportunity to respond to this complaint. Should you have any further questions concerning this matter or require any additional information, please feel free to contact me using the information below.

Sincerely, Eileen Q.

SVP Consumer Products, Payments and Digital Channels

Customer Response • Apr 20, 2020

[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.]

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

I had been a customer of 5 years with Fulton bank. Had checking, savings, business accounts as well as 2 credit cards with them. One day while making a deposit, I asked to use the restroom. I had recently undergone surgery and had a medical issue to attend to. The employees at Fulton bank in Lancaster refused to let me use the bathroom, resulting in me having an accident in the car. Upon calling corporate, I was told by mark cottcamp (not sure if that’s the corrrect spelling) that it is a security risk to allow customers to use the bathroom. I’ve never been treated with as much disrespect in my life.

+3

Deposited check for $2509 on Dec 17th. Check returned due to Fulton bank incorrectly coding check. Wrong account number typed in by Fulton Bank.
Funds held until Dec 26 released at midnight. Check re-entered with wrong account number entered a second time. Funds again held until 31st of December. Bank has admitted fault as human error. No access to money from Dec 23rd. I have rent due on the 1st of January. I deposited this check on the 17th and to date only 20% has been made available to me. I put faith in them that the check would be redeposited and be fine. As of now I still only have access to 20% of the funds.
I suggested that Andy (the manager of the Newberry branch) speak with the people encoding the checks to get the issue resolved. He was dismissive of this suggestion and simply told me the funds would be available on the 31st.

Fulton Bank Response • Jan 22, 2020

January 21, 2020

Dear ***:

I write in response to the above-referenced complaint of a customer of Fulton Bank N.A. (the "Bank"). The Bank's customer complained that a check he deposited at the Bank was returned on two separate occasions as a result of an encoding error on the check. The customer claims that the Bank was dismissive when he requested "to speak with the people encoding the checks." The customer requested that the funds from the check be made immediately available and that he be compensated for any hardship resulting from the returned check.

The Bank investigated this matter and determined that the check was returned because the magnetic ink character recognition (MICR) code at the bottom of the check was faulty and therefore was unable to be read correctly by the Bank's machine. No person at the Bank was involved in encoding the check as suggested by the customer. Upon the Bank's recommendation, the customer requested and received a replacement check from the payor institution, which was deposited at the Bank without issue. The Bank made the funds from the replacement check immediately available to the customer and reached out to the customer to confirm that he suffered no fees or other financial harm as a result of the delay in deposit. The customer indicated that he believes his complaint has been appropriately resolved by the Bank.

Thank you for this opportunity to respond to this complaint. Should you have any further questions concerning this matter or require any additional information, please feel free to contact me using the information below.

Sincerely, Heather M. SVP Consumer Sales Manager

I reported a fraudulent charge on my account a couple months ago. I told them someone must have gotten my info somehow because it says it’s through *** for a company called ***, obviously leading to my bank account. Today, 2 months and 3 phone calls later I was told there’s nothing they can do because my correct info is attached to the transaction including my IP address. This was the information I originally started the case with. “Someone must have gotten my info.”. I never received any communication from them unless I called them. I didn’t dig too much until today because it seemed to me to be open and shut for a few reasons. I never heard of *** and couldn’t find anything but a window company here in Pa. which I’ve done no such shopping and is actually *** not ***. There is no such transaction in my *** account, and there is a CA after the company name in my bank transaction which I thought might be California which no such company exists. Today I was told “it came back as a purchase made in my household for software and hardware”. I didn’t make any such purchase (Not since college in 2004) and certainly not from a window company. I feel it’s possible some criminal sg obtained any and all info necessary to create this scenario and the writings on the wall since the stated company doesn’t exist.
I’m lodging a complaint with Revdex.com because I’ve had several problems with this bank and It took me 5 minutes to obtain enough information to at the very least know that something isn’t right and should be pursued more. I feel that Fulton bank has a slack fraud department who submits a complaint and waits for a response with absolutely no further effort whatsoever or they would have seen this, communicated with me, and demanded some results given the information available.
Although they are not official documents which might be needed eventually, I can provide screenshots from my 5 minutes of research showing no transaction in my ***, and ***. company website. I couldn’t find anything else with the name.
I’m home sick today but will be opening a new account somewhere else and will close with Fulton bank indefinitely once my direct deposit transfers.
I’m asking that my $94.90 that was clearly stolen from my account, be returned to me immediately since they’ve had 2 months to protect their customer and failed. All for what they perceive is a “software and hardware purchase” from either *** or *** which doesn’t seem to exist, at least not on the internet.

Fulton Bank Response • Jan 07, 2020

1/3/2019

Dear ***:

I write in response to the above-referenced complaint of a customer of Fulton Bank, N.A. (the "Bank"). The Bank's customer complained that a thorough investigation was not completed in connection with a transaction he disputed on his account. The customer seeks a refund of the disputed charge in the amount of $94.90.

The Bank has reviewed this complaint and determined that a thorough investigation of the disputed transaction was performed, which revealed that the customer authorized the transaction at issue. Therefore, no refund is due to the customer at this time. Thank you for this opportunity to respond to this complaint. Should you have any further questions concerning this matter or require any additional information, please feel free to contact me using the information below.

Sincerely,

Erica B.

ATM Bankcard Manager

+1

The complaint is a customer service and service issue's. October 2 2019 I opened a checking account with Columbia/Fulton Bank at ***. When I opened the account I learned that the bank manager made a mistake on my SSN, I retuned to the bank for the manager to correct the error. Today, November 1, 2019 I had 2 checks to cash and I was directed to cash my checks at a different bank instead of the bank I had my account Fulton Bank. The conduct was so bad I ask to close my bank account and I ask for a receipt to show that my account was closed. I was denied a receipt showing my bank account was closed. I opened a checking account at a different bank that included professional customer service. When I returned home I contacted Fulton Bank's headquarters to file a complaint. The representative I spoke with (Jaleen) asked me the details of the customer service I experienced at the bank, I gave the details of the terrible customer service and I informed the representative that I asked for a receipt showing that my checking account was closed, I told the rep. I was denied a receipt. I no longer trust that Fulton Bank will provide professional customer service, when I opened up the account, the bank manager was very quick to open me an account without explaining Fulton Bank's services, I had to stop her and ask her to take time to explain the offers (red flag). When I spoke with the rep. to verify that the checking account was closed she said that the account was not closed, she excused herself while she was taking my complaint information, when she returned she said that she refreshed the page and she said that the account has been closed while we were talking. I question if the account is closed. I am informing and asking the Revdex.com to file my complaint against Fulton Bank, the service at *** was an experience filled with unprofessional service.

+1

In March I came out of a chapter 13 bankruptcy I went to the Fulton bank to make my first payment after bankruptcy the bank refused to take the payment and instructed me that payments would not start until Fulton bank received notice that the bankruptcy trusty was dismissed. Not feeling this was right I took a witness with me to make April's mortgage payment again Fulton bank refused to take the payment and told me once again about the trustee . I was notified on June 25 2019 that he was dismissed a day later I received for closure notices from Fulton bank for not making payment. I then called a Fulton mortgage specialist they investigated my claim found it to be true but said it was my fault since they don't know who the Bloomsburg Fulton service rep spoke to from their office. And will continue with forclosure proceedings.

Fulton Bank Response • Dec 04, 2019

12/03/2019

Dear ***:

I write in response to the above-referenced complaint of a customer of Fulton Bank, NA (the "Bank"). The Bank's customer complained that the Bank refused to accept his monthly mortgage payments in April and May 2019 due to the customer's pending bankruptcy. The customer claims that, as result of the Bank's refusal to accept payment, he became delinquent on his monthly mortgage payments resulting in the commencement of the foreclosure process.

The Bank has investigated this Complaint and has issued a detailed response to the customer in writing through a separate channel. Furthermore, while the Bank's review did not produce evidence confirming or contrary to the customer's allegations that he attempted to make the two monthly payments, the Bank issued a refund of all late fees accrued from April 2019 through October 2019. The Bank further confirmed that no credit reporting on the customer, negative or otherwise, was made by the Bank during the time period at issue. Additionally, upon the reinstatement of the customer's loan, the Bank terminated the foreclosure process and no attorney's fees or costs have been assessed on the customer's account.

Thank you for this opportunity to respond to this complaint. Should you have any further questions concerning this matter or require any additional information, please feel free to contact me using the information below.

Sincerely,

Tonya S.

Vice President Residential Foreclosure/Default Manager

Fulton Bank N.A. recently took over Fulton Bank, NJ. I have always had my account structured so that if the funds are not present in my account, the charges are declined. For more than two months I have watched as Fulton has moved transactions around so that it favors their ability to overdraw my account. I have begun to take screenshots as proof that items have cleared, to document what they are doing.

I'm not a person with a lot of money, with a part-time job (with very limited hours, lately). This month, I left just enough to cover my expenses in the account--I'm in the process of changing my banking, but it takes time to do with Social Security. I checked my account, and everything was covered, and I had a balance of .54; I had one more bill to pay and was about to transfer $20 into the account, when I discovered, they had done it again, and now my account was overdrawn $182. Today, it is overdrawn $377.38.

I can't believe that I am the only person with a low income experiencing this fraud. When I called last month, the customer service representative acknowledged she was stumped as to why the account was overdrawn--it had been charged an overdraft fee, when the funds were present on that date. She left me on hold for a substantial amount of time then returned explaining that things were pending--things that had been cleared for days. I watch my account daily when I am paying bills, because I don't have a lot of money. I have screenshots from both months. I wish I had taken more of the account this month--it would be even more helpful. Hopefully, what is presented is enough to provide a picture of the fraudulent practices--enough to stop it and get all of the charges reversed.

Fulton Bank Response • Aug 05, 2019

Dear ***:lam writing in response to the above-referenced complaint of ***, a customer of Fulton Bank (the“Bank"). The Bank believes that it has resolved Ms.’s complaint in a manner that fully addresses andalleviates her concerns. We have tried to contact Ms. several times to discuss the resolution of hercomplaint and her banking activity, but she has not responded to those inquiries.Thank you for this opportunity to respond to this complaint. Should you have any further questions concerningthis matter or require any additional information, please feel free to contact me using the information below.Sincerely, E Angela M ***Senior Vice Preside t/Consumer Sales ManagerFulton Bank

Customer Response • Aug 07, 2019

[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:
Although the bank did return 6 $39 insufficient funds fees, I was charged a late fee of $15 by PSE&G ($94 on 7/5, instead of$79/mo budget), as a result of this, and am facing having my life insurance policy cancelled today also . My good standing with other companies has been affected, as well. I need letters sent to them to clear my accounts. It looks awful to have checks/ electronic funds presented to your bank account multiple times after transacting business and receiving a service, only to have it returned repeatedly. My Venmo account is still ruined. Uber and Lyft are services I rely on for health reasons. Those payments go through Venmo.
Regards

Fulton Bank Response • Oct 09, 2019

We have adequately responded to the customer's complaint in our prior two responses. We encourage Ms. to contact her local branch if she continues to have questions regarding her account.

Customer Response • Oct 10, 2019

[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:

Regards

Fulton bank in the manor shopping center did not treat me like I was a customer I asked for there policy and they didnt want to give it to me. They were very disrepectful one teller went into the head manager office and was very loud concerning my peraonal matter.

+1

My father passed away in July, 2018 in South America. I initially contacted Fulton Bank customer service prior to his death because he had a *** debit card in his wallet when he was admitted to the hospital in S.A. I was told that I was NOT on his account, but, they would 'freeze' his account anyway. Shortly after, he passed. I contacted Fulton bank again to advise of the situation. He had dual citizenship and opened his account in Pennsylvania. I was referred to a Manager who advised me to send over my documents and that I would need to close the account in PERSON with said documentation if it passed muster. I live a few states away so closing the account in person would be difficult, if not impossible. I provided an emailed copy of my passport, driver’s license, his attorney's information, his identification and a copy of his death certificate. At the time, obtaining original documents was simply not possible. .

A short while later I was asked to provide a funeral receipt. After much long-distance stress, I was able to obtain an original copy of his death certificate AND a funeral receipt from a relative. I contacted Fulton bank and emailed scanned copies of the documents. (Interestingly, I closed my father’s SS security benefits, pension and union membership with these very documents rather easily.)

Weeks later I was contacted again, and told to have the documents translated. There is NO activity on the account. Any attempts to contact my father are futile. I can prove who I am. I obtained the documents requested. Sadly, a death certificate looks the same in any language. My father is gone and 3 months later this account is the only outstanding issue with no resolution. No one should have to jump through so many hoops to close an account, long-distance for a parent who passed away, in another country.

Fulton Bank Response • Nov 13, 2018

11/13/2018 Dear Sir or Madam,

I write in response to the above-referenced complaint of a customer of Fulton Bank, N.A. (the "Bank”). The Bank's customer's daughter, without advance notice or a request for alternate language assistance, provided estate documentation from Ecuador in Spanish and then complained that she could not close her deceased father's checking account. The customer expects the checking account to be closed and the funds released to her. I have reviewed the matter, obtained a translation of the documents, and reviewed Ecuadorian law with Bank's counsel. As a result, the bank is now closing the account and releasing the funds to the deceased account holder's daughter. In furtherance of this decision, a cashier's check was issued and mailed on 11/8/2018.

The Bank has investigated this complaint by reviewing the situation and having bank employees review specifically what occurred and are rectifying the complaint.

Thank you for this opportunity to respond to this complaint. Should you have further questions concerning this matter or require additional information, please feel free to contact me using the information below.

Sincerely, Kerry H.

Vice President

Customer Response • Nov 13, 2018

Revdex.com:
Thank you very much for acting as liaison for me to communicate with Fulton Bank. I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is most satisfactory to me. Best Regards

Fulton Bank has been charging me a fee for no funds in my account. If I over draw on the account, I am notified by mail and they charge me a fee of $36.00 plus a fee of $6.00 per day till it's paid back. I'm on SSI and only get paid once a month. This money they charge me is costing me too much money and I'm unable to pay my bills that I have. So to sum this up I owe over $180.00 plus the fee of $36.00 totaling $216.00 which I cannot afford. I asked them to stop charging me but I have heard nothing from them this week at all about this matter. The reason I have no money in my account when I should is that Fulton Bank takes my money and charges me so much. I get $1060.00 per month and I have to live on that, plus pay my bills and I cannot do that. I need them to refund all the money they took from me. I get no other income and I need my Social Security to survive on.

Fulton Bank Response • Sep 14, 2018

September 14, 2018Your complaints regarding overdraft fees on your checking account

Dear ***:

I write on behalf of Fulton Bank, N.A. (the "Bank”) in response to the complaints we received from you on multiple dates in August and September 2018. In your complaints, you object to overdraft fees charged by the Bank as a result of multiple account overdrafts. You have communicated a request for a refund of all overdraft fees, and state that you were not aware that you had overdraft coverage on your account.I have reviewed your complaints and request and can report the following. Bank employees have made multiple attempts on multiple days to contact you in reference to your account so we could help you manage your account. Specifically, e-mail and telephonic requests have been made to you seeking an in-person or telephonic meeting to discuss the status of your account and the overdraft charges. You have consistently refused or ignored these requests, responding only via e-mail with threats and demands related to your complaints.

Further, my review established that your account statements have consistently communicated to you the overdraft coverage status of your account on a monthly basis for several years. You have also received multiple other notices communicating the overdraft status of your account and offering alternate solutions to prevent future overdraft occurrences. The charges you complain of appear to have resulted from transactions you conducted via use of your account debit card that resulted in overdrafts to your account, and the charges were properly imposed when those transactions were honored by the Bank pursuant to the overdraft coverage provided and communicated to you by the Bank.

As a result of my review, and because you have been unwilling to meet with us telephonically or in person to discuss this situation, we have decided to close your account in thirty (30) days. You will receive separate correspondence containing important information relating to the account closure. Prior to closing your account, however, and solely as a customer accommodation, we will refund a portion of the overdraft fees you complained about (totaling $462 -- $390 in $39 overdraft fees and $72 in $6 extended overdraft fees) to your checking account.

Thank you for this opportunity to respond to your complaint. We regret that your customer experience did not meet your expectations. Should you have any further questions concerning this matter or require any additional information, please feel free to contact me using the information below.

Sincerely,Sean KSVP, Consumer Sales Manager

They are the most disorganized annoying bank I ever had the misfortune to get a loan with. First, payment due, but didn't get a payment book day before due, not allowed to make a payment without an account number, which is in the payment book I wasn't receiving, told me to find a bank locally somewhere and make a payment there (about an hour away) instead of letting me make a payment over the phone (please, if someone else wants to make my payments, let them!).
And than I dared and switched insurance- oh my... have uploaded and talked to 6 different people given my new insurance info/ documents, provided them with my insurance agency number which they never call, And there are never any notes in the system, although all of the tell me they will put a note, last one was cathy gonzalez, this one this morning, well I stopped taking notes of all these people, what's the point? Nobody there cares that the person before them isn't putting notes, so once again, they supposedly will call my agent to get what they need after I got harassed again today, for this pretty small loan for a camper (i checked, they didn't call the insurance agency the last time). It really is to the point of harassment because my home owner insurance, car insurance all where ok with the documentation my new insurance provided and has been uploaded to them, but this "small cost" camper, nothing makes Fulton happy, well, they actually don't appear to have any notes or uploads since "all they have is my last insurance cancellation" and all they do is send letters and call wanting the information I have uploaded to that .com address they give you, and I em-mailed directly before....you name it, I have done it over and over again...its ridiculous, and oh, the last one told me it was a separate division of theirs that was calling, so you get 2 divisions harassing you over keeping insurance if you dare finance a vehicle/camper who knows what with them. Its ridiculous! So we see if the person this morning, was it angie something? is actually going to call my insurance agent so they can stop harassing me like they have for the last 3 month over this same issue. They must have the worst system to keep track of customer contact out there and don't upload to that vanwagnen.com or whatever either, no telling where your private information lands since according to them, they haven't received anything.

+1

On 04-26-2018 I tried to make a atm deposit 3 times. I have the receipts saying "cannot be processed". The first timed out because I needed a enveloped. I then tried two more times to make a deposit and the atm would not take it. I made the deposit at the Red Lion bank on 04/27/2018. I then noticed 4 overdraft fees. They should not be there as I tried to make a deposit and was refused. I emailed the bank on 04/27/2018 and was told to call the bank which I did on 04/27/2018. I spoke with the bank manager and was told at first the atm does not take deposits after 6:00. He then gave me a refund on 2 of the 4 fees. I asked why the atm cuts off at six and he looked into it and said there is no history of me using my card at the atm. I have two receipts proving I was there and refused. I am not happy with this bank.

Fulton Bank Response • May 17, 2018

May 17, 2018

Dear ***:

I write in response to the above-referenced complaint of a customer of Fulton Bank, N.A. (the "Bank”). The customer complained that he was unable to make a deposit through an ATM machine and was subsequently charged overdraft fees. He stated that he should not have been charged fees because his attempted ATM deposit was refused. We have investigated the circumstances of the customer's complaint and determined that the customer does not have the type of account that permits ATM deposits and that the overdraft fees were appropriately charged. We have refunded half of the overdraft fees charged as a customer courtesy.

The customer has a business debit card (the "Card") and is subject to the ***® Business Debit Card Agreement ("Agreement"). Permitted uses for the Card are listed in Provision 7 of the Agreement. ATM deposits are not among the permitted uses for the Card. A copy of the Agreement is attached. The receipt attached to the customer's complaint states that the "transaction cannot be processed" because ATM deposits are not permitted for the Card under the Agreement. The account then became overdrawn and subject to related fees. Our investigation determined that the fees were appropriate. As a courtesy, half of the overdraft fees were refunded to the customer.

The customer complained that a Bank manager told him that ATMs do not take deposits after 6 p.m. If the customer had a consumer debit card, deposits at ATMs are permitted, but funds from consumer debit card ATM deposits made after 6 p.m. are not credited until the following day. Here, the customer had a business debit card and the deposit was not accepted at the ATM.

Thank you for bringing this matter to my attention and for the opportunity to clarify the circumstances of this complaint. We regret that we did not meet the customer's expectations. Should you have any further questions concerning this matter or require any additional information, please feel free to contact me using the information below.

Sincerely,Heather S.

VP Consumer Sales Manager

Customer Response • May 17, 2018

[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 long as I've been with this bank as many accounts as I have at this bank I have never been told I cannot make it a atm deposit and this is new to me. And why did your branch manager not know this information and tell me that instead of telling me that ATMs do not do something. It seems your stuff is not trained, and has no information provided on the different types of bank accounts and cannot even relay such simple information keep in mind I was never informed. So either the other half of the fees get reversed and refunded to me or I will be closing all six bank accounts within a week

Regards

Fulton Bank Response • May 30, 2018

May 25, 2018

Dear ***:I write in response to the above-referenced complaint of a customer of Fulton Bank, N.A. (the "Bank”). On May 17, 2018, we responded with the findings of our investigation, which determined that the customer does not have the type of account that permits ATM deposits and the fees were appropriately charged. A refund of half the overdraft fees has been refunded to the customer as a courtesy. The customer has rejected our response stating he was not informed that he could not deposit funds through the ATM and demanded all overdraft fees be refunded.

As stated previously, the customer has a business debit card (the "Card") and is subject to the *** Business Debit Card Agreement (“Agreement"). Permitted uses for the Card are listed in Provision 7 of the Agreement. ATM deposits are not among the permitted uses for the Card. A copy of the Agreement is attached. The receipt attached to the customer's complaint states that the "transaction cannot be processed" because ATM deposits are not permitted for the Card under the Agreement. The account then became overdrawn and subject to related fees. Our investigation determined that the fees were appropriate. As a courtesy, half of the overdraft fees were refunded to the customer.

Based on the findings of our investigation and because a courtesy refund of half of the fees were refunded, we will not be refunding any additional fees.

Thank you for bringing this matter to my attention and for the opportunity to clarify the circumstances of this complaint. We regret that we did not meet the customer's expectations. Should you have any further questions concerning this matter or require any additional information, please feel free to contact me using the information below.

Sincerely,Heather M.SVP Consumer Sales Manager

HI
I went on feb 1 2018 , about 10:30am to make a cash withdrawal from my debt card for 722.00 and the
head teller was the person who process this transaction and she was not happy to process this because she dont know how to process cash withdrawal from debt card and when miss CATHEY H head teller of the fulton bank star processing this she more them 10min and for some reason she was talikng to herself about how she just hate to do this and deal with some that she dont do to much or ever before
well finally I ask for my ID and DEBIT CARD because I wait more them ten minutes and I was going to other bank , but the head teller refuse to give me my property and the Branch manager come over and I was very sad about this and I have a bad felling that the HEAD TELLER make a big mistake when she process this transaction ,because she make in ERROR on the process never give me the money request and I have 0 balance in my and im in disability now I dont have money because she make this ERROR and I have wait 10days for my money back , I feel sooo sad about and dipress too I got bills to pay
I need food in my house but the worst part is have my credit cards late for the first in my life because I can not pay and have to wait 2weeks for her error , this is very serious for me ,im not happy about this , and I want this solve in the rigth matter

Fulton Bank Response • Feb 08, 2018

02/05/2018Dear Revdex.com:

I write in response to the above-referenced complaint of a customer of Fulton Bank (the "Bank"). The Bank's customer complained that his Social Security funds loaded on a *** Card were not given to him when he requested a cash advance from the card at one of our branch locations. The complaining customer believes that the teller made a mistake while processing the transaction. He is also upset that he asked for his card back and it was not immediately returned to him. I have reviewed the matter, and I found that the teller acted properly in looking in to the transaction due to a "Verification Unavailable" error message that was received through the cash advance machine.The Bank investigated this complaint by interviewing the teller who processed the transaction and the branch manager who made a phone call to the *** Company (the card vendor) to attempt to resolve the problem. The teller stated she was advised to call for verification by our merchant card services department. When she called for the authorization, it was declined and she voided the transaction. When at one point during the transaction the customer asked for his card back, she explained that she needed the card during her phone call to the vendor to attempt to get the issue resolved. *** Company ultimately stated that they needed a letter from the Bank confirming that the customer did not get the cash requested. A letter was approved and faxed to the vendor on two separate occasions in an attempt to help the customer get his funds.Our investigation determined that involved Bank employees performed proper due diligence to verify the availability of the funds for the customer. The employees also worked with the customer to try to get the funds reissued to his card by supplying written verification that no funds were given to the customer at our location. The Bank does not directly control the procedures used by the vendor to process such requests or to confirm appropriate card balances. Bank employees took all appropriate actions to facilitate the customer's requests in this case.

Thank you for this opportunity to respond to this complaint. Should you have any further questions concerning this matter or require any additional information, please feel free to contact me using the information below.

Sincerely,

Mark K.

SVP / Consumer Sales Manager

On September 18, 2017, contacted business to ascertain instructions to close account. Account rep said not possible to close over phone and that a letter requesting closure should be sent. On September 18, letter requesting closure was sent. Approximately two weeks later, I received the closure letter and the opened envelope back from the business without any explanation as to why it was sent back after it had obviously been opened and read. The mail piece I revived also included a return mail envelope but no instructions were included. As a result, I would like the account closed without further delay

Fulton Bank Response

October 19, 2017Dear ***,

I am writing in response to the complaint referenced above.

Based on the information provided we have proceeded with the customer's request to close his account and informed him of this action.

If you have any further questions regarding this matter, please feel free to contact me using the information below.

Sincerely,Donald D,

Consumer Sales Manager

Customer Response

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Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

Two weeks ago we used our debit/credit card to make a purchase at a local retailer. The card was denied twice with adequate funds in the account. A check was than written to make the purchase. Once looking at our account three days after the initial purchase, we noticed that the two denials did transfer through the bank account and were withdrawn from the funds. During that time 4 other withdraws were made from the account on the following days and this put the account into our overdraft protection.
We called the customer service and Fulton Bank acknowledge that their system failed and that the denials were due to issues with their system. We were to be returned the funds that were withdrawn on the denials and any overdraft charges that the account accrued during that time. The moneys were initially returned than taken back from the account. When we called to see why the funds were again withdrawn we were told that it would take 7-10 days for them to return all funds due to a "meeting" that had to occur. We are have been provided the funds 11 days after the initial purchase but the bank is still withholding the overdraft fees for a grievance review that will take up to 45 days. This is all stemming from a system failure that multiple employees have stated that was their issue. We deserve our funds to be returned immediately.

Fulton Bank Response

October 16, 2017Dear ***:

I write in response to the above-referenced complaint of a customer of Fulton Bank, N.A. (the "Bank"). The customer complained that after having a purchase that had declined twice through his debit card, and writing a check out to cover the purchase, that both the declined transactions came through to post to his account. The customer called into the Bank's customer service department to inquire about the debit card transactions and the overdraft fees that paying those items caused. He noticed that the transaction were refunded then thought his credit was revoked so he called back to customer service. He said he was told it would take 7-10 days to get credit for the "declined" transaction and could take up to 45 days to complete the investigation including the refunding of fees. The customer felt he should receive credit immediately considering the bank was aware of the processing issues. I have reviewed the matter, and 1 can see that the Bank received the dispute 9/29/17 and provided provisional credit for one "declined" transaction that posted on 10/5/17 then refunded all overdraft fees 10/6/17.

The Bank has investigated this complaint by reviewing the disputed items per the customer's call on 9/29/17. Once the Bank received the phone call on 9/29/17, the disputes department learned that the customer had experienced two declines and then provided a check to pay the merchant. The Bank shows only one debit transaction to have posted to the account on 9/28/17, along with the check the customer presented, which posted 9/29/17. The Bank was aware of the processing issue, so the service representative attempted to explain the procedure to the customer of the 7-10 business days to receive the provisional credit, and the full investigation period of 45 days for any Visa network transaction dispute. I believe the Bank may not have communicated to dispute process clearly to the customer, which led to the complaint at hand.

Our investigation determined that the dispute department handled the situation per our normal procedures and within the allotted timeframes.

Thank you for this opportunity to respond to our customer's complaint. Should you have anyfurther questions concerning this matter or require any additional information, please feel free to contact me using the information below.Sincerely,Carolyn B.Manager

I was charged a $39 insufficient funds fee for a transaction that the bank did not actually process (the transaction was cancelled) and the fee itself is what put me into overdraft. Overdraft was correct as quickly as possible. First time having this issue with the bank. Branch manager stated fee could not be refunded because I opened the account online

Fulton Bank Response

September 14, 2017

Dear ***:

I write in response to the above-referenced complaint. The customer was denied a fee refund for the overdrawing an account. The customer felt since a transaction was rejected a fee should not have been assessed. The Bank has investigated complaint and found the account was opened less than 30 days and the overdrawing was not bank error. Under these circumstances a fee reversal was not warranted. With that being said we have agreed to make an exception and refund the fee for the customer. We have sent a letter to communicate our decision to the customer.

Thank you for this opportunity to respond to the complaint. Should you have any further questions concerning this matter or require any additional information, please feel free to contact me using the information below.

Sincerely,

Don D.

Senior Vice President / Consumer Sales Manager

On April 24, I believe was the day I went into Fulton Bank, paid $50 for an over draft I had then asked to close my account. They lady tah helped me paid the over draft then asked for my debit card and said that would be all they needed. I then left the bank believing my account was closed. Roughly 2 or 3 months later I came to see that they did NOT close the account and I now owed $800 in over draft fees because money was still trying to come out of the account. They bank never even told me money was being pull or over drafted I only found out through *** which was trying to pull $5 out. When I letter when to the bank they said I should have came in sooner, even thought I have no idea this was happening and that I should have signed paper work to close the account, again even though they never had me do that. They then tell me there is nothing they can do I will have to pay the $800. I leave the bank crying then never hear anything from the bank till about two months later saying they would said the bill to collection if I didn't start paying it. I don't have that kinda money and should have to pay over draft fees for an account that wasn't to be open. Money wouldn't have been trying to come out if it was closed like I wanted it to be.

Fulton Bank Response

Aug. 9th 2017Dear ***:

I write in response to the above-referenced complaint of ***, a customer of Fulton Bank N.A. ("Bank"). *** complained that she requested the closure of her checking account on April 24, 2017. The account was not closed on that date as she had requested, and it subsequently became overdrawn. When *** became aware of the overdraft fees charged against the account, she went to a Bank branch to resolve the matter. Unfortunately, branch personnel did not correctly identify ***'s attempt to close the account on the system and indicated that she must pay the fees. She complains that the fees were improperly imposed and requests that the fees be waived and the dispute removed from her affected accounts. The Bank has investigated her complaint and has decided to waive the fees and remove the dispute from all affected accounts.

Account closing procedures, including the process for researching a request to close, Were reviewed with involved branch staff. An apology has been communicated to ***.

Thank you for this opportunity to respond to ***'s complaint. Should you have any further questions concerning this matter or require any additional information, please feel free to contact me using the information below.

Sincerely,

Mark K.,

Senior Vice President / Consumer Sales Manager

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Description: Banks

Address: 1 Penn Sq, Lancaster, Pennsylvania, United States, 17602-2853

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