Complaints

This profile includes complaints for Dollar Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dollar Bank

  20 Stanwix St Fl 19 Pittsburgh, PA 15222-4810

• 

  Dollar Bank

  10640 Perry Hwy Wexford, PA 15090-9245

• 

  Dollar Bank

  1200 W Pittsburgh St Rt 30 W Greensburg, PA 15601

• 

  Dollar Bank

  150 Point Plz Butler, PA 16001-2540

• 

  Dollar Bank

  1726 Union Ave Natrona Hts, PA 15065

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:02/23/2024

  Type:Service or Repair 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.

  We applied for a loan at the beginning of December 2023 and were told 6 to 8 weeks for a yes or no it is now February 24 and still no answer and they are still requesting more information that is so obscure. It’s unbelievable our income is 100% good our credit is 100% our debt income ratio is 100% good and we don’t know what else they’re looking for. Many mistakes were made in dollar banks investigation into our background financially. They even missed a loan of theirs that was paid off in 2014 in their research. I am filing a report with the CFPB along with this report with you. There is not enough room here to explain everything but dollar bank has really dragged their feet and made many mistakes on this transaction. This is why we cancelled the transaction with dollar bank and now have a loan with ********* credit, and got the loan in a timely manner there.

  Business Response

  Date: 03/01/2024

  The complaint that was filed with your office was received by Dollar Bank on February 26, 2024. I have researched the customer’s concerns and offer the following information.
  
  In Mr. ******’s complaint, he states in December 2023 a Dollar Bank First Mortgage Home Equity Term Loan application was submitted by him and his wife. At the time of application, they were told it would take 6 to 8 weeks for a “yes or no” decision. It is now almost the end of February and a decision still has not been made. Numerous mistakes made by Dollar Bank during the application process involving research and investigation into their financial background, that included proof a loan was paid off in 2014 by Dollar Bank. The large number of errors that Dollar Bank made resulted in delays with the loan application and ultimately a decision, a whether it had been approved. Mr. ****** has also indicated he believes there to be biased against him and his family regarding the Bank’s decision on the loan application, as he is a heavily tattooed individual. 
  
  Prior to the receipt of Mr. ******’s complaint to the Bureau, Dollar Bank had already been extensively researching and in direct contact with Mr. ****** about his allegations of negligence in reviewing his loan application and possible biased treatment. 
  
  Mr. ****** contacted the Bank’s Problem Resolution Office on February 23, 2024, where his situation was escalated to the Senior Vice President of Loan Center Administration, the Vice President/Director of Branch Administration and the Assistant Vice President/Regional Manager of our Natrona Heights Office. Mr. ****** was contacted directly by several members of management within a short number of business days. 
  
  As stated by Mr. ****** in his complaint, he received a loan approval from ********* Credit Union before Dollar Bank reached a final decision on his application, after which he cancelled his loan application with Dollar Bank. An official decline letter for the Dollar Bank First Mortgage Home Equity Term Loan was sent via overnight mail on February 27, 2024.  
  Dollar Bank expresses our deepest apologies to Mr. and Mrs. ****** for the difficulties, frustration and undue stress they have experienced while we were conducting our due diligence on their application. We are dismayed that Mr. ****** believes that we did not treat him with the same equality and value as all our other Dollar Bank customers, as this was certainly never our intention. Mr. and Mrs. ****** can be assured that their concerns regarding this matter are being properly addressed by management. 

  
  If you have any questions or need clarification, please feel free to contact me at ###-###-####. 

  
  

  Customer Answer

  Date: 03/04/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  After speaking with two Dollar Bank presidents and listening to their excuses, i’m still not satisfied by their response. 

  First president’s name was Scott and the second ones name was Sean.

  Scott said he was very sorry we were treated that way and didn’t have a reason for me as to why we received such treatment.

  Sean found a reason why they couldn’t give us a yes or no answer. His response was some obscure bank misinformation between Dollar Bank and ********* credit union. Nothing wrong about the multitude of paperwork that we provided.

  We gave them correct information but dollar bank said that they couldn’t find this information and couldn’t access it.
  

  He said this happened back in January and we should’ve been informed about it by Anna at Natrona Heights branch and we weren’t. This again is another mistake by Dollar Bank that the president doesn’t know about.

  I figured they would find some kind of business excuse as to the treatment we received.
  

  Many many lies and misinformation from so-called branch loan managers to the ignorant Pittsburgh phone teller Bernie, all the way up to the 2 presidents of the bank.

  always saying I understand… no they don’t.

  We were told banking is black and white, no emotions but dollar bank turn it emotional by dragging us along over 3 months without an answer and constantly needing more information.

  Always an excuse never an answer for us…really poor example of a Pittsburgh banking institution.

  
  
  
   
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:02/22/2024

  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 spoke with a representative that did a fee waiver. Then prompted a manager from the university heights location. . I was 36.00 as an overdraft fee account was not overdraft in screenshots i have shows that my account had money in it. When the transaction of after pay 21.20. I do not drive and work everyday now i have to find a way and hope and pray i get 36.00 no sir. I just want to be refunded and im through with this bank. Its has given me a headache. Representative i spoke with that submitted the overdraft fee told me she didnt know why i was changed and overdraft fee then i get an email said i was properly charged its a scam

  Business Response

  Date: 02/28/2024

  The complaint that was filed with your office was received by Dollar Bank on February 22, 2024. I have researched the customer’s concerns and offer the following information.
  
  Ms. ***** claimed that on February 21, 2024, her account balance was not negative, and an Overdraft Fee should not have been assessed on a Point-of-Sale withdrawal of $21.20 to Afterpay. Ms. ***** has included screenshots of her account history detailing the activity, indicating a positive balance before and after the payment of $21.20 posted. Ms. ***** has been in contact with Dollar Bank’s Customer Service Center by phone and email, also the Bank’s University Heights Office, discussing her request for fee consideration with representatives and members of management. 
  
  During my research of this customer’s complaint, it was determined that the Overdraft Fee assessed was on Recurring Point-of-Sale to Afterpay for $21.20 and was due to insufficient available funds at the time of authorization not when the payment posted to the account. At 9:30AM on February 21, 2024, Dollar Bank received an authorization request of $21.20 from Afterpay, at the time the customer’s available balance was insufficient to cover the amount requested. The customer did complete a Zelle deposit into the account to cover the transaction, as is shown on her activity screenshots. However, the timestamp of the deposit was at 10:20AM on February 21, 2024, after the authorization was received. 
  
  Because the authorization request from Afterpay was coded as recurring, it was approved. Recurring coded transactions are typically agreements that have been set up by the customer and the merchant that a specific dollar amount will be withdrawn from their account on a specified date. It is the responsibility of the customer to ensure that they have adequate funds in their account prior to that agreed upon date, as Dollar Bank has no control when the merchant will submit the authorization request, as is what occurred in this instance. 
  
  Ms. *****’s complaint was forwarded to the Vice President of our Branch Support Department. He reviewed the customer’s account and agreed to waive the $36 Overdraft Fees that had been assessed. Those funds were reimbursed to the Ms. *****’s account on February 27, 2024. 
  
  We would like to discuss and further assist Ms. ***** with this situation by reviewing services that Dollar Bank offers that may help her to avoid overdraft fees in the future. We would also recommend that she contact Afterpay and have them remove the payment from recurring withdrawal. This will allow her to set up the payment for withdrawal on the time and date of her choice, ensuring her the opportunity to have sufficient available funds in the account at the time of authorization. 
  
  If Ms. ***** is interested in discussing Dollar Bank’s products, please have her visit any branch office or contact our Customer Service Center at ###-###-#### to speak with a representative. Our representatives are available Monday – Friday 8:00AM to 8:00PM and Saturday 9:00AM to 3:00PM.
  
  
  If you have any questions or need clarification, please contact me at the telephone number below. 
  

  
  

• Initial Complaint

  Date:02/06/2024

  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.

  Dollar Bank has been falsely reporting that my payment have been late. I have documented receipt and cashed checks to prove payment. The customer service there is hostile. When the caller asks questions that the representative is unable to comprehend they get angry and hang up. The VP Rocky Caldwell is just as unprofessional and will not return calls.
  Payments are due the 1st and are given grace until the 15th per my contract. Jan 2024 payment made Jan 4th receipt provided.

  Business Response

  Date: 02/12/2024

  The consumer complaint that was filed with the Better Business Bureau was received by Dollar Bank on February 6, 2023. I offer the following information regarding the customer's concerns. 

  
  In Ms. *********'s complaint she indicates that Dollar Bank had falsely reported the payment of her Unsecured Term Loan as having been late. The payment due date on her loan is the first of the month and per her note agreement she has until the 15th to complete the payment before it is considered and reported late. 

  
  Upon receipt of Ms. *********'s complaint, the Vice President of our Consumer Default Management Department reviewed the payment history of her loan. It was determined that Ms. ********* failed to make her December 2023 payment. However, she made two payments in January 2024, and one was in effort to correct the December delinquency. Further review showed another double payment in October of 2023. Our Consumer Default Management Department contacted the customer to discuss the process of applying multiple months of payments and recommended that in the future she call the Bank prior to ensure that the payments are processed correctly. With the customer's approval, our Consumer Default Management Department applied half of October payment towards her December Payment. This has eliminated the late fees and corrected the late reporting on her credit file. The double payments made in January have been applied towards the loan appropriately. 

  
  As part of the complaint, there were also concerns regarding the manner in which Ms. ********* states various Dollar Bank Call Center representatives treated her. Management has reviewed the calls and all of Ms. *********'s concerns were addressed accordingly. 

  
  If you have any further questions or need additional clarification, please contact our Consumer Default Management Department at ###-###-#### to speak with a member of the management team. 

  
  Sincerely, 

  
  Hope B**** 
  Operations Officer 
  Dollar Bank / Problem Resolution Office 

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair 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 sent a $2,000.00 check to Discover by mail. The check was (apparently) misdirected at the bank that processes payments to the department taking mail for ******* ***. I Do Not have an account with ******* ***. My check was printed legibly but ******* *** submitted it to Dollar Bank and Dollar Bank sent the wrong company my m***y on September 11, 2023.
  Dollar Bank refuses to request ******* *** return the funds & I sent proof of the payment to ******* *** by Certified Mail on 11-9-2023 but they have not responded, The address I was told to mail proof to was ***** ******* *** ****** ********* ** ******

  Business Response

  Date: 01/30/2024

  The complaint that was filed with the Better Business Bureau (BBB) was received by Dollar Bank on 1/24/2024. I have researched the customer's concerns and offer the following information. 

  
  The customer stated that she sent a $2000.00 via US mail to Discover. Although the item was written and mailed to Discover, it was processed and cashed by ******* *** on September 11, 2023. The customer has attempted to recover the funds, to no avail. She also claims that Dollar Bank refuses to request the return of the funds from ******* *** on her behalf. 

  
  During my research, I was unable to locate any notations or requests for assistance, nor were any claims filed with Dollar Bank. That being said, I forwarded the customer's issue to our Check Processing department. A representative located the transaction information and sent a Cash letter to the Federal Reserve Bank of Atlanta requesting that the misapplied funds be returned to Dollar Bank via Certified Check. Once the Bank receives the monies, they will be returned to our customer. We will notify the customer as soon as the funds have been received by the Bank. 

  
  If you have any additional questions or concerns, please contact me at the telephone number listed below. 

  
  Sincerely 

  
  Heather *. P******** 
  Assistant Vice President 
  Dollar Bank / Problem Resolution Office 
  

  
  

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair 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.

  On 11/24/2023 i open a checking and savings account at Dollar Bank in person with my ID at the Stow, Ohio location. Opened with $50 cash. On 11/27/2023 my account is closed by a Debbie at the Cleveland, OH operations facility in the Security Dept because my residence isnt close to a branch. I swear these banks, just get goofier and goofier by the minute with stupid closure reasons that amount to nothing but bulls** t. I really planned on using this account because of all the features this bank had to offer. Good thing i didnt set up my direct deposit. You're online website application does not restrict or prohibit account opening with my zip code. I was told long as i resided in Ohio, Pennsylvania, and or Virgina i could open an account. Therefore, someones full of s**t and im demanding the accounts be re-opened before i have an internal investigation opened up with your regulators that govern you to determine if your organinzation is behind any corrupt, discriminating and derogatory illegal activities. A copy of this is also being fowarded to the Consumer Financial Protection Bureau.

  Business Response

  Date: 12/06/2023

  The complaint that was filed with your office was received by Dollar Bank on November 29, 2023. We have researched the customer's concerns and offer the following reply. 

  
  On November 3, 2023, Mr. ******* applied for a Dollar Bank checking and savings account via the Dollar Bank website. The application was reviewed by our Customer Contact Center on November 6, 2023, and on November 7, 2023, the customer was advised that the accounts could not be opened due to the excessive number of inquiries on his Chex Systems report. It was explained that he would need to visit a local branch for verification purposes due to possible fraud. The customer requested a refund of his account opening deposit, which was completed that day. 

  
  On November 24, 2023, the customer visited the Dollar Bank branch in Stow, Ohio and opened a checking and savings account with a member of the management team. On November 27, 2023, Dollar Bank's Security department reviewed an internal report associated with new account openings and determined that the customer's accounts would be closed due to the excessive number of inquiries on the customer's ChexSystems report, along with the distance between his residence and a local Dollar Bank branch. A hold was placed on his accounts and the customer was notified accordingly. The accounts were closed that same day. 

  
  Several members of Dollar Bank have spoken with Mr. ******* and explained the reason for the account closing. The customer has been advised that the decision made by Dollar Bank's Security department will not change. 

  
  As is stated in Dollar Bank's Deposit Agreement beneath the Amendment, Termination and Changes in Terms: 
  Bank may also close this account at any time upon reasonable notice to you and tender of the account balance personally or by mail. 
  Based on the determination of the Bank's Security Department, the accounts will remain closed. If you have any additional questions or concerns, please contact me at the telephone number listed below. 

  
  Sincerely, 
  
  Heather *. P******** 
  Assistant Vice President 
  Dollar Bank / Problem Resolution Office 
  ###-###-#### 
  

  
  

• Initial Complaint

  Date:10/12/2023

  Type:Service or Repair 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 filed a dispute of a atm transaction on 9/6/23. the atm never dispensed the funds at the casino. it gave an error and money wasn't dispensed. i called the number on the atm and was adv. i need to file a dispute with my bank which i did. Dollar Bank is saying the results clearly state the funds were dispensed which is incorrect. I asked to redispute the decision and was told they cannot do that.
  I specifically asked for the proof of the decision and was told by Dollar Bank that the atm company stated the funds were released. No other proof was given and the decision is final. I did not get the money! i attached a screenshot of the call record on 9/6/23.

  Business Response

  Date: 10/17/2023

  The consumer complaint that was filed with the Better Business Bureau was received by Dollar Bank on October 12, 2023. I offer the following information regarding the customer's concerns. 
  In the complaint, the customer stated that an ATM withdrawal was completed at a Casino, however, an error popped-up and the funds were never given. The customer contacted the telephone number on the ATM and they were advised to contact their bank for assistance. 

  
  On October 6, 2023, the customer contacted Dollar Bank's Card Services department and filed a dispute for $206.99. Card Services researched the customer's claim and contacted the merchant regarding the issue. The terminal owner presented a document showing the ATM function for that transaction. It stated that on October 6, 2023 at 1:40pm the "dispense function was successful." Since the ATM is not owned by Dollar Bank, and the terminal owner advised that the ATM was not out of balance, the customer's dispute was denied. 

  
  On October 13, 2023, Card Services denied the customer's claim and a $206.99 denial withdrawal adjustment was completed on the customer's checking account. A letter was sent to the customer advising them of the claim decision. 

  
  If you have any additional questions or concerns, please contact me at the telephone number listed below. 

  
  Sincerely, 

  
  Heather *. P******** 
  Assistant Vice President 
  Dollar Bank / Problem Resolution Office 
  

  
  

  Customer Answer

  Date: 10/18/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  How can there be a presentment or documentation when NOTHING was received? An ATM takes pictures if not video. Proof that the money was dispensed and I recieved it by presenting me with the picture or video. Dollar Bank is supposed to be MY bank and favors the other party.

  They are not even trying hard enough to assist me. 

  I was treated on the phone like it was an oh well, your loss, case instead of a long time customer.

   

  I want my money! If everything would have been handled as it should have been, we wouldn't be here today!
  
  
  
  Regards,
  
  
  
  ****** * *******

• Initial Complaint

  Date:08/08/2023

  Type:Product 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 am writing to file a formal complaint against Dollar Bank for neglect to disperse a promised refund amount. They have conducted in poor business and provided inaccurate refund information which led to a decrease d refund of $818.26. I have been a customer of dollar bank since 2013. In June of 2023, I requested a payoff amount for my home mortgage. I received the payoff amount letter on 6/30/23. On July 11th, 2023, I went into the dollar bank branch in Murrysville, PA and deposited the requested payoff amount of $29,598.95. I would find out later that this amount was applied incorrectly at the branch which set off a chain reaction of incorrect information and false statements by numerous dollar bank employees.
  On July 14th, I called into the mortgage department to request the exact dollar amount that I would be receiving in escrow reimbursement and was told by Ashley that I would be receiving $3,817.44 within 10 business days. I received no communication or check in the mail from dollar bank in the following 10 business days. On August 2nd, I received a check in the mail for only $2,999.18. I called dollar bank mortgage center and was told by Rose C****** that the bank teller had inaccurately allocated my payoff amount at the branch AND that Ashley inaccurately stated my specific reimbursement amount of $,3817.44. I requested that in light of all of the errors by Dollar bank employees, that I receive the total amount stated to me by Ashley ($3,817.44). I was told there was no way this not be done, even in spite of the numerous errors made by dollar bank employees to the detriment of the customer.
  
  I requested to speak with a manager, and was transferred to Julie *** H******. Julie *** again stated there was nothing she could do to fix the multiple errors and the substantially inaccurate reimbursement amount given to me by Ashley.
  
  I requested that Julie *** speak with an advisor and see if there was anything else she could do to make this horrible experience and multiple errors by dollar bank employees "right". She called me on Monday August 7th and relayed that there was nothing else she could do and offered no apology stating " we can't do this for other customers, so we cannot do it for you."
  
  This failure to refund the expected reimbursement of $3,817.44 ( a difference of $818.26) and multiple errors by their business employees has negatively affected my family and our summer plans as well as cost me hours of time to try and obtain the refund amount I was promised.
  
  I would like to formally file a complaint against dollar bank with the better business bureau and am willing to provide documentation and additional information if necessary. I look forward to hearing from you.
  
  
  ****** ****** * ***** ****** ************* *********************

  Business Response

  Date: 08/11/2023

  This correspondence is in response to the complaint received at the Better Business Bureau regarding the above referenced ID number. 

  
  On June 29, 2023, Dollar Bank Servicing Center received a request from the borrower to have a payoff statement mailed to him good through July 29, 2023. On June 29, 2023, Dollar Bank Servicing Center mailed the payoff letter to the borrower reflecting the amount due good through August 1, 2023. 

  
  On July 11, 2023, Dollar Bank received funds in the amount of $29,598.95 at the Murrysville branch. The funds were posted as regular monthly payment for the July 2023 payment and $28,164.34 towards principal. 

  
  On July 12, 2023, a billing statement was generated which reflected the payment application from July 11, 2023. The billing statement also reflected the amount the escrow balance in the amount of $3,375.86. 

  
  On July 14, 2023, Dollar Bank Servicing Center received a call from the borrower regarding the remaining funds in escrow and when the funds will be released. The representative advised that the loan was not paid off but that we will correct the issue for him. During this conversation the borrower also asked what the escrow balance refund would be. The representative provided an incorrect amount. The representative used the escrow balance at that time and added an extra monthly deposit of $441.58. The representative should have subtracted an escrow deposit since the payment needed to be reversed to pay off the loan. 

  
  On July 14, 2023, the transactions were reversed, and applied as a payoff with an effective date of July 11, 2023. On July 31, 2023, an escrow refund check in the amount of $2,999.18 was generated and sent to the borrowers. 

  
  On August 2, 2023, Mr. ****** placed a call to our office to follow up on his anticipated refund. We advised that the escrow balance refund was mailed out on July 31, 2023, in the amount of $2,999.18. At that time, the borrower requested a call back from management. 

  
  On August 2, 2023, a supervisor called the borrower to discuss the loan in detail. During this conversation, the supervisor apologized for the miscommunication and attempted to explain 
  how the Bank arrived at the escrow balance. The borrower requested that we refund him the amount quoted to him from the prior conversation with the representative and that he would like to have additional points placed on his checking account due to the miscommunication. This request was reviewed by department's senior management. 

  
  On August 7, 2023, the supervisor returned his call and advised that we cannot pay out more of a refund than the borrower paid into the escrow account. The supervisor also advised that the Bank cannot accommodate the request to pay additional points on the customer's savings account due to a miscommunication. Again, the supervisor apologized for this miscommunication and offered to send out a loan history for the current year. 

  
  Dollar Bank Servicing Center has determined that an error did occur and was corrected on July 14, 2023, effective dated July 11, 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: 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 ###-###-####. 

  
  Sincerely, 

  
  Stephanie P******* 
  Customer Relations Officer 
  Customer Relations Department 
  

  
  

  Customer Answer

  Date: 08/18/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the Dollar bank in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Response 1: On each phone call referenced in the Dollar Bank response, I was notified that the call was being recorded.  Would dollar bank please provide the written transcripts or an audio recording of the phone calls dated July 14th as well as August 2nd and 7th?

  Response 2: On July 11th, when I visited the Murrysville branch and asked the teller to apply my payment of $29,588.95 to pay off my mortgage in full, was the total amount applied correctly by the teller?  YES or NO  The response does not admit any errors by the teller, but I believe my request was not entered correctly by the teller.

  Response 3: In her response, P******* does not dispute that on July 14th, I was told by dollar bank employee 'Ashley' via our phone conversation that my escrow refund would be exactly $3,817.44.  P******* also confirmed that I only received $2,999.18 to date.  Does Dollar bank plan to refund the remaining $818.26 that I was promised on the July 14th phone call by the dollar bank employee? 

  ACCEPTABLE RESOLUTION: I am willing to accept a one-time refund from Dollar Bank of $441.58 in refund to settle this issue and avoid litigation.

  
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 08/23/2023

  As noted in the Bank's response to the Complaint, the Bank admitted to making an informational error by initially providing the incorrect escrow refund balance. 

  
  The Bank subsequently corrected the escrow refund amount, when the payment was reversed and funds posted as payoff. 

  
  As the correct escrow amount has already been refunded to Mr. ******, the Bank will not be providing any additional refund. 

  
  Sincerely, 

  
  Stephanie P******* 
  Customer Relations Officer 
  Customer Relations Department 
  

  
  

  Customer Answer

  Date: 08/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  In my previous response, I requested the written transcripts from the phone calls stated on July 14th, August 2nd and August 7th.  Those transcripts were not provided in Dollar Bank's response.  Please provide written copies of the call transcripts for litigation process to ensure.
  
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 08/30/2023

  
  
  The Bank has provided all of the relevant information in response
  to the complaint. Additional documents, including audio recordings or
  transcripts, will not be provided.   
  
  
  Sincerely,
  
  Hope B****
  Operations Officer
  Dollar Bank

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Dollar Bank. With all the programming out there Dollar bank can’t or won’t text u a warning that u fell below their $20k limit. For over 10 months they withdrew $25 from my savings account. Granted I should have checked my monthly reports but who looks at a savings account. They politely took over $250 out of my savings. Funny how they manage their low bearing savings account to know when you exceed the $20k and they text you when any activity occurred on my account even when they gave me their 0.18 cent monthly interest. But they NEVER sent me a notification when they removed $25 from my account. The branch did credit me 2 months but said they were not able to go back 60 days. When I contacted the Pittsburgh customer service they said they couldn’t do nothing for me. The encouraged me to talk to the branch because they can go back 90 days. Pittsburgh customer service could only credit me on insufficient funds. Wait I have the money and they are taking from me, but they are giving the person who over drew their account a break. This is pure corporate greed and fraudulent. Dollar Bank doesn’t put their customers

  Business Response

  Date: 08/08/2023

  The complaint that was filed with your office was received by Dollar Bank on July 31, 2023. We have researched the matter and offer the following information. 

  
  On May 09, 2022, Ms. ****** converted her Everything Saving to a Premier Savings product. The customer would have been given an account disclosure that explained the details of the savings product, including the Monthly Service fee, transaction limitations and balance requirement. To avoid a $25 Monthly Service fee, a $20,000 Average Monthly balance is required. 

  
  In September 2022, the customer completed a large withdrawal causing the account to drop below the $20,000 average monthly balance requirement. Beginning October 1, 2022, the account began assessing the $25 Monthly Service fee. Since the balance remained below the requirement, the Monthly Service fee was charged the next seven months. In all, eight $25 Monthly Service fees were charged. All of the information about her account activity was listed on her monthly bank statement. 

  
  Ms. ****** visited the Dollar Bank office in North Huntingdon, PA on July 27, 2023. At that time, she spoke with branch management and the product type was reviewed, along with fee consideration. The representative agreed to reimburse two $25 Monthly Service fees. The customer did not agree with the decision and closed the savings account the next day. 

  
  Upon receipt of the customer's complaint, the Vice President of Branch Support reviewed the customer's account. Based on the circumstances, he agreed to waive the remaining six Monthly Service fees. Since the savings account is closed, the funds were deposited into the customer's checking account on 8/7/20223. 

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

  
  Sincerely, 

  
  Heather R. P******** 
  Assistant Vice President 
  Dollar Bank / Problem Resolution Office 
  

  
  

  Customer Answer

  Date: 08/09/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** **** ******

• Initial Complaint

  Date:07/10/2023

  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.

  Dollar bank of Bridgeville told me my money would be cleared today, now there saying there’s a
  security hold on my checks and I have to wait entill the 20th I shouldn’t have to wait for my
  money
  

  Business Response

  Date: 07/19/2023

  The complaint that was filed with your office was received by Dollar Bank on July 10, 2023. I have researched the matter and offer the following response. 

  
  On July 3, 2023, Mr. ********* deposited 2 checks totaling $8500. Based on the Bank's security protocol a hold was placed. The check deposit appeared as unusual for the customer's account activity, prompting the Bank's Security department to place a hold on the funds while attempts were made to verify whether the checks would be paid by the drawee institution. Many factors accounted for the hold being placed. Those factors included, but were not limited to, the account being opened on 3/30/2023 as a business account, and the checks being made payable to the individual; the balance in the account prior to the deposit; the account history having minimal activity; the checks deposited were from an out of state entity; and the telephone number on file for the customer was located out of the area compared to where their address is. listed. 

  
  That being said, the Bank's Security department completed the verification, and the hold was removed on July 11, 2023. That same day, a Security Analyst contacted the customer and advised him of all the information, along with the decision to remove the hold. 

  
  If you have any questions or concerns, please contact me at the telephone number listed below.

  
  Sincerely, 
  
  Heather *. P******** 
  Assistant Vice President 
  Dollar Bank / Problem Resolution Office 
  

  
  

• Initial Complaint

  Date:06/30/2023

  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.

  Their offices give conflicting information ans I have been denied access to my money due to their mistakes.

  Business Response

  Date: 07/07/2023

  The complaint that was filed with your office was received by Dollar Bank on June 30, 2023. I have researched the customer's complaint and offer the following reply. 

  
  Per the complaint, the customer states that Dollar Bank offices give conflicting information and that he is being denied access to his account due to that misinformation. 

  
  On June 30, 2023, Mr. ******** contacted the Problem Resolution Office regarding his concerns. The customer was issued a new debit card on June 20, 2023, but not a PIN code. When speaking with a Dollar Bank representative, he was advised that his PIN code would be sent to him via US mail. However, he had not received it. The customer was very upset because different representatives were giving him different information about the date that the PIN was reissued. As of June 30th, the customer had not received the PIN and he was unable to access his account via ATM. 

  
  I apologized for the confusion and reviewed the customer's account. The PIN code was issued on June 26, 2023. I advised the customer that he should receive the PIN code via US mail within the next 2 days and, if he did not receive the PIN code, he should contact me directly. I did not receive a return call, but I was able to determine that an ATM transaction took place on July 3, 2023. Therefore, the customer would have received the PIN code. 

  
  We apologize for any confusion and delay that Mr. ******** incurred. If the customer has any additional questions or concerns, please contact me at the telephone number below. 

  
  Sincerely, 

  Heather *. P******** 
  Assistant Vice President 
  Dollar Bank / Problem Resolution Office