Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was an online banking issue between 2/11 and 2/16 on the Dollar Bank Mobile app that showed a $0 in my online banking account. I live out of their service area and was forced to use this bank because my home loan was sold to this bank. There are no local bank branches within several hundred miles of me. I transfer funds in from my primary bank every month to make the mortgage payment otherwise Dollar Bank requires me to make mortgage payments by check I was told when they first acquired my mortgage.
  
  I transferred the funds in to Dollar Bank on 2/6 in preparation to make my mortgage payment. I went back in several days later to make the actual mortgage payment on their mobile app and my account balance showed a $0.00 balance which is the normal balance after the payment is made. I checked back on the account several more times over multiple days and the account showed $0.00 and assumed the payment has been applied. During this time, Dollar Bank Online Bank would not display my current mortgage balance or when the next payment due date is (which it normally does) so I was unavailable to verfiy this.
  
  After the grace period ended, I discovered the error by checking Dollar Bank again and saw my checking account balance was not $0.00 and showed the funds had not been applied to the mortgage payment. I immediately contacted Dollar Bank regarding this issue and they told me to check my monthly statement of the mortgage. I explained this is not an effective strategy since mortgage statements are issues monthly and do not display transaction data in retime like most mortgage lenders and online banking. Due to their online banking and/or mobile app errors spanning multiple days I incurred a fee unnecessarily and any reasonable person who looks at the online banking history for the last 36 months will notice.
  
  I am asking Dollar Bank to refund $151.25 and to not negatively impact my credit report due to their issue.

  Business Response

  Date: 03/04/2025

  Dear Mr. ******,

  The complaints that you filed with the Better Business Bureau (BBB) and Consumer Financial Protection Bureau (CFPB) on February 27, 2025, were received by Dollar Bank. I have researched your concerns and offer the following reply.

  Per your complaint, you claim that there was an issue with Dollar Bank's Online Banking / Mobile Banking app from February 1 I ^th to February 1 6^th, 2025, which caused you to receive incorrect information about your Dollar Bank checking account balance. The account in question is used to complete the loan payment for your Dollar Bank mortgage. Your contention is that the misinformation caused you to assume that the payment had been made, however, that was not the case. You became aware that the payment needed to be completed after the fifteen-day grace period passed causing you to assess a late charge. Per your complaint, you are requesting a refund of the $151.25 Late Charge due to the online banking issue.

  As part of your complaint, you stated that you transferred money to your Dollar Bank checking from another financial institution on February 6, 2025 "in preparation to make your mortgage payment." Per my research, funds from ** ****** ***** posted to your Dollar Bank checking on February 6^th at 6:15 am EST. However, per your Dollar Bank online history, you logged into your account on February 5, 2025, and not again until February 21 , 2025 when you made your loan payment. Our internal records reflect that at no time did you log into your account during the time period of February 1 I ^th to February 1 6^th , as was stated in the complaint, nor did you log into your account after receiving your funds on February 6th. Furthermore, Dollar Bank did not experience any documented online banking or mobile banking issues during that time frame, nor did we receive any other complaints from any of our other customers claiming such as an outage. Per your recorded call with Dollar Bank's Customer Service Center on February 27^th , you were asked if you contacted the Bank to request assistance with your online services and you advised that you had not contacted anyone.

  That being said, as is standard practice, all Dollar Bank mortgage customers are given one Late Charge fee waiver for the life of their loan. In your case, you received that waiver in March 2023. Unfortunately, since no bank error occurred, the February 2025 Late Charge will not be reimbursed. Additionally, since you completed the loan payment on February 21 st, which is within regulatory time frame, your payment history was not reported negatively to the credit reporting agencies.

  If you have any further questions or concerns, I can be reached Monday - Friday 9:00AM to 5:00PM EST at **************

• Initial Complaint

  Date:06/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home in 1997 and went bankruptcy 21 years after and the home was included in the bankruptcy. I lived in the home until August 2019. Dollar Bank sent a strange man to my new residents a little after a moved around September 2019. The man did not identify himself but asked me to sign a check. I then refused and went back into the house. February 2024 I received a letter from the ***** ** **** Unclaimed funds which was around the same amount as the check that the strange man asked me to sign. I then sent in all the documents requested by the ***** ** **** Unclaimed funds. Along with the form they sent. I also asked them why did it reach unclaimed funds when the party knew where I resigned. I called the ***** ** **** Unclaimed funds and asked them what documents was I missing. They stated that Dollar Bank attached a letter stating rights to the funds.

  Business Response

  Date: 06/17/2024

  This correspondence is in response to the complaint received at the Better Business Bureau regarding the above referenced ID number.
  Based on information provided in the complaint, our office has searched our records for ******* *******, and we are not showing that Dollar Bank has sent any escheatment notices nor has escheated funds to the State of Ohio. If ******* ******* could provide a copy of the letter, she received from the ***** ** **** Unclaimed funds and any supporting documentation, we would be able to do additional research.
  Dollar Bank Servicing Center cannot determine that an error did occur. You have the right to request documents used in making this determination by calling ************** or mailing a written request to our designated error and information request address at: DOLLAR BANK SERVICING CENTER, **** *** ***** ******* ** ******
  If you have any additional questions or would like to request additional information, please contact me or our Customer Relations Department at ***************
  

  
  

• Initial Complaint

  Date:07/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have always paid our mortgage on time if not early. I received a letter from the Collections Department stating that our payment had not been received and that a late fee has been assessed. In addition, that if not paid quickly that we would be in default status, reported to a credit agency, and that they may be visiting our property. It also stressed the importance of a positive credit rating. I also received our monthly mortgage statement stating the same. I confirmed from my records and my bank that our mortgage was paid before the due date. I called Dollar Bank and was told that it was an error on their part. Evidently there were a small amount of payments that were not recorded correctly. These collection letters were sent and the next month statements were sent stating that we now owed for 2 months plus fees. I asked why when they realized their VERY BIG mistake that they didn’t contact the clients that were effected to notify them. They did not send letters, emails, or place phone calls to notify us of THEIR mistake and to ignore the harsh letters as well as the crazy amount shown on the new statement. He didn’t have a response for this and said he would let the department know. I just find it very odd that a company could make such a big mistake and not send something out correcting it. It’s almost as if they were just waiting for their clients to pay the additional month and all fees in advance. It seems very unprofessional as well as shady in my opinion. I understand that mistakes happen, but I’m very disappointed in the way it was handled when discovered. I also have concern that their mistake could effect my credit rating. How can I be sure that it will not when they can’t even send notification correcting their mistake with their clients?

  Business Response

  Date: 08/04/2023

  This correspondence is in response to your complaint received at the Better Business Bureau regarding the above referenced ID number.
  The payment made on July 4, 2023, was not able to be posted due to a bank error. On July 19, 2023, our office manually posted your monthly payment with an effective date of July 4, 2023. Please disregard the late charge notice and any collection notices you may have received. I apologize that his error was not corrected prior to the billing statement issued on July 17, 2023.  
  The late charge was automatically removed from the loan when the monthly payment was effective dated to July 4, 2023. Since the error was corrected prior to August 1, 2023, no negative credit bureau was reported to the credit bureaus. Dollar Bank Servicing Center apologizes for any inconvenience this may have caused you.
  Dollar Bank Servicing Center has determined that an error did occur and was corrected on July 19, 2023, effective dated July 4, 2023, as stated above. You have the right to request documents used in making this determination by calling ************** or mailing a written request to our designated error and information request address at: ****** **** ********* ******* **** *** ***** ******* ** ******
  If you have any additional questions or would like to request additional information, please contact me or our Customer Relations Department at ***************
  

  
  

• Initial Complaint

  Date:03/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This isn’t my first complaint I’ve complained and complains it helped for a little now their back at their **** on returning check that they don’t need to be returning I get paid every Thursday so it’s totally uncalled for to return checks when I get paid every Thursday! Thursday not Monday not Tuesday not Wednesdays not Friday not Saturday and not Sunday I get paid Thursday and they can wait till Thursday when my money goes in when I over draft! I guess they like when I complain because the keep making me over and over again really what I asked for them to do! Not to return my checks when I get paid Thursdays

  Business Response

  Date: 03/14/2023

  Good afternoon,

  Please see the attached response for Ms. ********* complaint.

  Let me know if you have any questions or concerns.

   

  Sincerely,

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

• Initial Complaint

  Date:12/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So apparently Dollar Bank doesn’t wanna to solve my problem with them returning check before pay I’m not going to keep using extra money because they want to keep charging me 36 for the check then returning before I get paid I get paid every Thursday so there is no reason for it none what so ever I have been a customer of theirs sine my sister was alive!
  I’m getting fed up with him. I’m already irritated with them over. 3200.00 bill that is not mine and threaten to take my home in another month if not paid I will keep complain until I’m satisfied I don’t care it take 2 or 3 or 10 pay checks to clear the money will be there unless I die heaven forbid.  This is just an extension of my complaint I forgot to add now they owe ******** ***** 200.00 that they returned yesterday and a 231.20 check number **** that was return yesterday and 155.40 check number **** that was returned yesterday both where for pills I need can can’t help auto pay coming out you get your dang money they your so hungry to get and a ba humbug to you too!

  Business Response

  Date: 01/04/2023

  The complaint that was filed with your office was received by Dollar Bank on December 27, 2022. I researched the customer’s concerns and offer the following information.

  On December 8, 2022, Dollar Bank received a Better Business Bureau complaint from Ms. *******, reference ID # ********. The Bank’s response was submitted on December 15, 2022.

  Included in Ms. *******’s initial and current complaint, she states how her employer direct deposits her pay into her Free Checking account every Thursday. However, we are returning payments and assessing overdraft fees before her direct deposit. The three items mentioned in Ms. *******’s complaint were returned for insufficient funds, after the receipt of her direct deposit not prior.

  As was advised in the Bank’s previous complaint response, Dollar Bank does not control when items are received for presentment to a customer’s account. We pay overdrafts at our discretion, and if funds are not sufficient to cover an item, an overdraft fee will be assessed whether the item is paid or not, per Dollar Bank’s Deposit Agreement.

  Ms. *******’s complaint was forwarded to the Vice President of our Branch Support Department. He reviewed the account and agreed to waive $144 in Overdraft fees. Those funds were reimbursed to her account on December 30, 2022.

  If you have any further questions or need additional clarification, please contact me at the telephone number below.

  Customer Answer

  Date: 01/18/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  You don’t want me to keep complaining but until they quit returning checks because I forget about auto pay and can’t wait till my next paycheck on Thursday I will complain! I want them to quit returning my checks before I get paid on Thursday Thursday is pay bay! Not Sunday Monday not Tuesday not Wednesday not Friday and not Saturday Thursday unless it’s my passed vacation in December then it will be 2 week for my pay and you can still wait it’s not really that hard to understand! But then again it seems like it is hard to understand because they are not understanding and not fixing it to my liking! I want what I ask! Not all banks try again and they need too since dollar bank is not lessoning to anything I say! Giving me my 36 dollars back isn’t what I ask it only part of what I ask! I’m already irritated with these people over a home equity loan that isnt in mine or my brother’s name but they want us to pay it or I’m gonna lose my home if we don’t pay it in a few weeks! So I’m done playing with them and everyone else!
  
  
  
  Regards,
  
  
  
  ****** *******

  Business Response

  Date: 01/26/2023

  The complaint rebuttal that was filed with your office on January 18, 2023 was received by Dollar Bank. After researching the customer's rebuttal, I offer the following information.
  Included in the customer's complaint she states how her employer directly deposits her pay weekly on Thursday and Dollar Bank is returning payments / checks before the funds have been deposited. She is requesting that we wait until her payday to process items through her Free Checking Account. Ms. ******* filed a previous complaint with the Better Business Bureau (reference ID # ********) and indicated the same concern regarding the processing of payments and her request for us to refrain from processing them until she has been paid.
  As advised in the Bank's previous responses, Dollar Bank does not control when items are received for presentment to a customer's account. Also, items cannot be held until a customer has funds available in their account to cover them.
  We have also determined that items are being paid due to a notice on Ms. *******'s account regarding the passing of the joint account holder. This notice is placed to ensure that items possibly needed for estate purposes are properly paid from the account, regardless of the date they are received.
  At our discretion, we pay items for customers who might not have available funds to cover a transaction. Fees for items that we authorize or pay when customers don't have available funds will continue to be assessed.
  It is the Bank's recommendation that Ms. ******* contact her branch office to speak with a member of the management team to discuss opening an account in her name solely and our no overdraft product options that we have available.
  If you have any questions or need further clarification, please contact me at the telephone number listed below.