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:06/07/2023

  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.

  Dollar Bank refused to reset my monthly external transfer amounts such that I have been unable to pay my Dollar Bank line of credit and mortgage online and have incurred unnecessary interest charges. I already had to go to the bank once to make a payment in person on my line of credit due to these failures.

  Business Response

  Date: 07/13/2023

  The consumer complaint that was filed with the Better Business Bureau was received by Dollar Bank on July 7, 2023. I offer the following information regarding the customer's concerns. 

  
  In Mr. *****'s complaint, he indicated that he was unable to make payments using the Bank's external transfer system. Mr. ***** is correct that our transfer system was not permitting him to make the transfers he intended to make. We believe this issue has been corrected going forward. We should also note that there are a variety of other methods to make loan payments besides the payment method Mr. ***** was attempting to use. 

  
  The Bank will attempt to work with Mr. ***** to refund him for any loan charges or fees he incurred due to this transfer issue. 
  If you have any further questions or need additional clarification, please contact me at the telephone number below. 
  

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

  Customer Answer

  Date: 07/14/2023

  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.  Despite stating in its July 13, 2023 letter that it would attempt to work with me to refund any loan charges or fee, Tony Thompson, counsel for Dollar Bank, stated in an email to me on July 14, 2023 at 4:08p that he was not authorized to offer anything. Once again, the business has fraudulently represented itself and its services.

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

  Business Response

  Date: 07/26/2023

  The consumer rebuttal that was filed with the Better Business Bureau was received by Dollar Bank on July 17, 2023. I offer the following information regarding the customer's concerns. 

  
  Today, the Bank identified and waived the $26.31 late fee associated with the customer's June 2023 mortgage payment. Counsel Thompson's communications with the customer concerned a separate demand of the customer that did not relate to the customer's request for the waiver of his late fee or the Bank's agreement to work with the customer to refund any loan charges or fees he incurred due to the transfer reset issue. If there are any other loan fees or charges that the customer identifies that were related to this issue, the Bank will review the information and issue an additional credit (if substantiated). 

  
  If you have any further 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: 07/26/2023

  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. Dollar fraudulently obtained additional amounts in interest charges by intentionally delaying payment on the both the mortgage and line of credit accounts. Not only has Dollar refused to acknowledge this fact, but its July 26th letter states that it will do no more unless the "customer identifies" "any other loan fees or charges". Dollar knows the additional amounts of interest it received as a result of its fraudulent behavior and its failure to offer proper compensation for this misconduct is shameful.
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:06/01/2023

  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 reversed a check that their online banking application. No one is returning my call. I went to the bank and the number they gave me for customer service had a wait time 57 minutes. Then I get a letter with a totally different number on it to call. *** *** ****, which does not show up in a Internet search. I've made multiple deposits from this company AMS and the routing and checking account numbers are there for them to use but they refused to do it saying no one at the bank can do it. Then I called another branch in cranberry TWP pa cause the one in Brentwood pa was useless. The Cranberry office was supposed to call me back but never did. I'm on a fixed income on SSDI and the 95.00 check means I don't have enough money to eat for a week. I'm I diabetic, insulin dependent and have neuropathy in my feet lower legs and top 1/3 of my fingers. I also have memory issues which is why I'm filing because the total lack of help was below minimal standards.

  Customer Answer

  Date: 06/02/2023

  Hello, I , ******* ***** filed a complaint against dollar bank. I finally got through and had to go up to a vice president but they are returning the 95.00 to my account.  Is there any possible way I could cancel it have it changed to resolved.  Thank you

  Customer Answer

  Date: 06/20/2023

  Yes you can change it to resolved. There is now a reminder on their deposit app that tells you to hold onto your check. 

• Initial Complaint

  Date:01/25/2023

  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.

  Asked for money transfer from one bank to another bank on 01/25/23. Through Zelle. Used my phone number from the other bank. And used my email through Dollar Bank. Got proof that Dollar Bank said it was sent. After about an hour and 1/2 waiting for a call back from Dollar Bank. The representative didn't know what to do about it. I am sending you pictures.

  Business Response

  Date: 02/02/2023

  The consumer complaint that was filed with the Better Business Bureau was received by Dollar Bank on January 26, 2023. I offer the following information regarding the customer’s concerns. 
  
  Since the Bank received Mr. *******’ complaint, management at his local branch office, numerous representatives / supervisors in our Customer Service Call Center and members of management in Dollar Bank’s Problem Resolution Office have spoken with the customer at length regarding his concerns. 
  
  Dollar Bank has made every effort to assist Mr. ******* with our online and mobile banking transfer services, which include Zelle. If at any time our representatives have been unable to resolve Mr. ******* issues while speaking with him, the appropriate Website Problem Forms have been submitted so that his matters can be further researched. 
  
  Based on conversations with several representatives throughout Dollar Bank that have taken place with Mr. *******, it has been determined that we can no longer service his banking needs. Therefore, Dollar Bank will be ending our business relationship with him. Mr. ******* will receive a letter regarding the matter in the mail and the account will be closed in 10 days. If there are no outstanding transactions on his account, Mr. ******* may close the account before the 10-day period has ended.
  
  If you have any questions or need additional clarification, please contact me at the telephone number listed below. 
  

  Sincerely,

  Hope B****

  Customer Answer

  Date: 02/02/2023

  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.
   
  
  Regards,
  
  
  
  ****** * *******

• Initial Complaint

  Date:01/18/2023

  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.

  Dollar Bank which is my mortgage company failed to mail my home insurance payment to Liberty Mutual which is my insurance company when I raised the concern to them on December 27, 2022, that Liberty Mutual mailed a letter to me that they had not received payment from them and that they were planning to cancel the insurance policy if they did not receive payment by January 9, 2023. Dollar Bank instead did not send the payment until January 10, 2023, resulting in my policy being cancelled.

  Business Response

  Date: 01/26/2023

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

  
  The customer references in his complaint that Dollar Bank failed to pay his property insurance premium with Liberty Mutual. That conclusion is not accurate. On June 22, 2022, our office disbursed $814.00 to Liberty Mutual from the customer's escrow account to pay the property insurance premium. Liberty Mutual deposited this disbursement on June 29, 2022. Mr. ***** contacted us on December 21, 2022 stating that premium was not paid and that he received an invoice from Liberty Mutual. We then advised the customer to send or email the invoice to our office for review. 

  
  On January 6, 2023, our office received an email from Mr. ***** stating that his insurance premium was due in the amount of $1,622. In response, our office contacted Liberty Mutual regarding the customers email on January 10, 2023. 

  
  According to the Liberty Mutual, a payment of $1,622 was credited to Mr. *****' property insurance premium on June 10, 2022. That payment was not made by either Mr. ***** or Dollar Bank. The $1,622 payment was made by another Liberty Mutual customer and incorrectly posted by Liberty Mutual to Mr. *****' policy. Because the $1,622 payment overpaid Mr. ***** premium, on June 14, 2022 Liberty Mutual issued a refund check for $808.00 directly to Mr. *****. As noted, on June 22, 2022, Dollar Bank disbursed $814.00 from the borrower's escrow account to Liberty Mutual based on the insurance premium invoice received by the Bank as escrow agent. As the premium was already fully credited based on Liberty's posting error for the $1,622 payment, on June 29, 2022 Liberty Mutual issued a refund check for $814 to Mr. *****. Liberty Mutual stated that both refund checks ($808 and $814, totaling $1,622) were deposited by the 
  customer. 
  
  Subsequently, on September 27, 2022, Liberty Mutual (discovering the posting error) reversed the $1,622.00 payment and applied those funds to the other customer's premium. The payment reversal caused Mr. ***** premium to appear to be unpaid, but the payment had been made in a timely manner in June with those escrow funds incorrectly refunded to Mr. *****. Liberty Mutual then charged Mr. ***** for the insurance premium ($814) and the incorrect refund from their posting error ($808, or a total of $1,622). 

  
  Our office discussed the $1,622 Liberty Mutual invoice with Mr. ***** on January 12, 2023, the customer was advised at that time that if we disburse the funds from his escrow account, to pay this invoice it will cause a shortage in his escrow account because this amount was almost twice the anticipated insurance premium. At the end of the discussion on the 12th, Mr. ***** authorized Dollar Bank to disburse the funds for the $1,622 invoice from his escrow account. A check for $1,622 was mailed to Liberty Mutual on January 13, 2023. On January 19, 2023, the check was deposited by Liberty Mutual. Our office then contacted Liberty Mutual to verify that insurance policy for the property was reinstated. Liberty Mutual representative advised us that the check was processed but the funds would not be posted onto the customer's property insurance policy until January 20, 2023. According to Liberty Mutual, the customer needed to call them to reinstate the policy on January 20, 2023. 

  
  Our office contacted the customer on January 20, 2023, to perform a conference call with Liberty Mutual. We were advised by Liberty Mutual the policy was reinstated and there was no lapse of coverage. Dollar Bank Servicing Center requested Liberty Mutual to send us proof of coverage. On January 20, 2023, our office received an email with the declaration page with no lapse of coverage. 
  It is the Bank's belief that no error by the Bank occurred for the reasons stated above. You have a right to request documents used in making this determination by calling ###-###-#### and select the following options: 5 then option 2 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 ###-###-#### and select the following options: 5 then option 2. 

  
  Sincerely, 
  
  Elyse C**** 
  Escrow Supervisor 
  Dollar Bank Servicing Center ###-###-#### 
  

  
  

• Initial Complaint

  Date:12/20/2022

  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.

  On December 20, 2022, I called the bank to request that 7 over draft fees be waived of 36.00 dollars a piece..In total of 252.00 dollars. For each occurrence, in which it's unethical banking practices..For transactions that were already deducted from my account on Dec 9th, 2022.

  Business Response

  Date: 12/28/2022

  The consumer complaint that was filed with the Better Business Bureau was received by Dollar Bank on December 21, 2022. After researching the customer's concerns, I offer the following information. 
  On December 16, 2022, the balance in Ms. ********'s checking account was not fully available to cover a $15.89 point- of-sale transaction, resulting in a $36 Overdraft fee. The available balance had already been exceeded and was negative due to multiple debit card transactions that were pending. The insufficient available balance caused additional point-of- sale transactions to also be assessed Overdraft fees. 

  
  Ms. ********'s Everything Checking is set up as Opt-In for point-of-sale transactions. That means that the customer has asked that debit card purchases be authorized, even when there are insufficient available funds in the account to cover them, and she also agrees to the $36 Overdraft fee associated with that approval. 

  
  When the customer filed a complaint with the Better Business Bureau in September 2022, the customer had $216 in Overdraft fees waived, and she was advised to Opt-Out of point-of-sale transactions to avoid future overdraft fees. That occurrence took place on a checking account that has since been closed. The account referenced in this complaint was opened the same day the previous account was closed. The customer elected to have the new checking set up as Opt-In at account opening. 

  
  To avoid future point-of-sale overdraft fees, we would advise the customer to change the account to be Opted-Out of debit card approvals when there are insufficient available funds her in Everything Checking account. If the customer is interested in changing the Opt-In / Opt-Out status on her account, she may visit a local branch for assistance or she may call our Customer Service Center at ###-###-#### and a representative will assist her. 

  
  On December 23, 2022, Ms. ******** visited her local Dollar Bank Office. At that time the Branch Senior Personal Banker and Vice President of our Branch Support Department, reviewed the customer's account and agreed to waive $225 in Overdraft fees that were recently assessed. Ms. ******** was again advised to Opt-Out to avoid this situation in the future. No changes had been made to the account while Ms. ******** was at the branch or since. 

  
  Based on advice that had been given to the customer on several occasions, the Vice President has stated that requests for additional fee consideration may not be granted if it is determined that the fee was assessed due to an Opt-In status on the account. 

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

  
  Sincerely, 
  Hope B**** 
  Operations Office 
  Dollar Bank / Problem Resolution Office 
  

  
  

• Initial Complaint

  Date:12/01/2022

  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.

  I went in on November 4 to take a loan out for $14,000. I wanted to pay off my current loan I had there plus pay off a credit card that had a promotion that was ending on December 1. This was my whole purpose of taking this loan out. I figured while I was at this I would pay off another credit card. I went to Beth who helped me with my previous loan. She assured me everything would be taken care of. Upon checking I noticed none of my credit cards were paid off and I had to make the payments. Plus the 250.98 was taken out of my checking account to pay the loan I had paid off. I took this loan out to fix this issue because I couldn’t afford these payments I wanted one payment. When I called nobody wanted to help me I kept getting a run around and how to do the legwork on my own. Finally at the end of the month she said oh we realize your check wasn’t processed and we got concerned so we mailed a new check out and canceled that check now. My payment is due on December 1 and my promotion is up on December 1 and they still didn’t receive the check and she lied to me and said she sent the check out overnight last week and she called me 4 days ago stating that they received the new check. When I called CareCredit, they said they had no check on file and no check processing so she is lying obviously. I only want to hear because I liked Beth she was kind. I would have went to CitizensBank where I have my checking account and do all my banking. I am not paying interest for the promotional ending on December 1. They have to pay it because this is not my fault. I’m very, very disappointed. I have been calling every day for a month and they did nothing. They probably won’t even give me my $250. If I didn’t ask back.
  Now they’re not even answering my call. This bank is very unprofessional.

  Business Response

  Date: 12/09/2022

  We received the complaint that was filed with Better Business Bureau on December 1, 2022. After researching the customer's concerns, I offer the following reply. 
  On November 4, 2022, Ms. ******* closed on a Dollar Bank Unsecure Personal Loan with the intention to payoff two credit accounts. The loan was disbursed, and cashier's checks were mailed to American Eagle and Care Credit to pay off the customer's debt. Both checks were mailed to Post Office boxes on the same day. The cashier's check for American Eagle was received and cashed. The cashier's check for Care Credit was never processed. 

  
  A stop payment was placed on the original cashier's check and new one was issued to Care Credit. It was sent via overnight mail on Saturday, November 26th and USPS tracking shows that it was delivered/picked up at the Post Office on Monday, November 28th. To date, that check has not been cashed. 

  
  In an effort to assist our customer, on December 2, 2022, a member of the branch management team and the customer completed a conference call with Care Credit to inquire about the whereabouts of the cashier's check. On a recorded line, the representative at Care Credit was advised of the events that had taken place. He confirmed that the mailing address that was used was correct and advised that he would file a "Missing Payment Dispute." The representative also told our customer that she needed to make her payment, since it was due on December 3rd, to avoid late fees. Additionally, because the dispute could take 7-10 business days, he explained that she could request a refund of the payment once the matter was resolved. The USPS tracking information was given to the representative so that it could be added to the dispute. 

  
  The customer followed-up with Care Credit on December 5, 2022. She was told that a case was not opened, and that the customer could not file a dispute until the next billing cycle. Because an interest free promotion was about to expire, the customer asked Dollar Bank if the money for the payment could be deposited into her savings account? After receiving the funds, Ms. ******* would make the payment electronically. 

  
  Since the loan approval required that the Bank payoff Care Credit directly, the branch management team contacted the Bank's underwriting department to receive approval for the deposit. On December 6, 2022, a stop payment was placed on the missing cashier's check and the funds were deposited into the customer's savings account. She is now responsible for making the appropriate payment to Card Credit and avoiding the lump sum interest that would be incurred from not meeting the requirement of the promotion. 

  
  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:10/26/2022

  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 a checking account with Dollar Bank. I keep a register of my bank transactions. They charged my account with a Non Sufficient Funds Fee (NSF) of $36 even though my account showed a positive balance when they charged the fee. My bank ledger showed a balance of $10.04 and there was a $10.00 transaction that came through which should have reduced the balanced to $0.04 but instead they charged the $36 fee which reduced my balance to -25.96 where they mistakenly subtracted another $10.

  Business Response

  Date: 11/02/2022

  The consumer complaint that was filed with the Better Business Bureau was received by Dollar Bank on October 27, 2022. After researching the customer's concerns, I offer the following information. 

  
  A review of Mr. ******'s account shows that one Overdraft Fee had been charged to his checking account on October 24, 2022. The Overdraft Fee was assessed due to unavailable funds. Funds in his account were not available to cover the $10 payment due to a debit card purchase hold from Panera for $11.03. Due to his hold, the available account balance was $9.01. 

  
  Our customers do have the capability to view or discuss any funds holds that may be in place on their accounts via Online Banking, Mobile Banking, by speaking with a Bank representative at any Branch Office or by using our Telephone Banking Services at ###-###-####. 

  
  The customer's complaint was forwarded to the Vice President of our Branch Support Department. He reviewed the customer's checking and agreed to waived $36 in Overdraft fees on the account. Those funds were reimbursed on October 27, 2022. 

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

  
  Sincerely, 
  Hope B**** Operations Office Dollar Bank \ Problem Resolution Office 
  

  
  

• Initial Complaint

  Date:10/22/2022

  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.

  Soon after opening our joint account, both my wife and I had fraudulent transactions on each of our cards on the same day. It should be noted that neither of us have ever used our card or provided our pin numbers to any merchant ever. So, the leak clearly came directly from the bank to the fraudster. Somehow our info and pin numbers were compromised. That should be impossible since we never used our cards ever.
  
  When trying to resolve this with the bank, it's virtually impossible to cancel our cards (cancel app doesn't work, no callbacks, in-person banker has no ability to so). It's also virtually impossible to reach somebody to dispute the transactions. Bankers cannot help and nobody ever picks up or calls back when dialing the numbers provided. It's just an endless set of hoops to jump through.

  Business Response

  Date: 11/02/2022

  The complaint that was filed with your office was received by Dollar Bank on October 24, 2022. I researched the customer's concerns and offer the following information. 
  
  October 22, 2022, ****** ****** contacted Dollar Bank and notified the Bank of unauthorized debit card transactions on his account under his and his wife's card numbers. At that time, our Card Services Department blocked the existing debit card numbers for both account holders and new cards were issued on the same day. There was one transaction on each card number. Both were non-card present transactions with no PIN involved. The PIN was not compromised. While we understand that these were new debit cards and they had never been used before, that does not mean that the compromise came from Dollar Bank. 
  
  Our Card Services Department has reviewed this customer's unauthorized activity dispute claim and it was approved. Credit adjustments were made to their account for both transaction amounts. The credits were completed on October 26, 2022. 

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

  
  Sincerely, 
  

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

• Initial Complaint

  Date:09/21/2022

  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.

  Obtained an installment loan. Bank offered discounted price for "auto-draft" pay option so I signed up. Received call from bank about a month later saying I was late on my payment. Informed I was on auto-pay, they said first month doesn't always go through so I manually paid over phone and had to pay an additional service fee, they said I was set for auto-pay next month. Received a call 1.5 months later saying I was late on a payment and due for another. Informed again I was on auto-pay, they wanted me to pay a $10 service fee to pay over phone again. I was transferred multiple times looking for a solution. Was told mgmt. would contact me. Persistently called back 10-15 times with no assistance or return calls and no solution other than going into branch which I did not have the ability to do at the time. While waiting for a resolution and call back, the bank reported a 30 day late on my credit report while they were supposed to be helping me with a solution. Contacted bank again, same thing, transferred multiple time, said manager would call me back, never did. Currently wrapping up a 3 year divorce and attempting to refinance my home to buy out my ex-spouse. This report lowered my credit score over 100 points, affecting my rate on my new mortgage, costing me thousands of dollars in interest. I have disputed the credit report which also affects my ability to obtain a loan. I'm being persecuted for a bank error and they are not even attempting to help me settle this matter. I would like them to return the service charges I was made to pay due to paying manually over the phone and no ability to make the payment online because of their system. I would like this report to be removed from my credit report immediately.

  Business Response

  Date: 09/29/2022

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

  
  The customer references auto-pay in his complaint, but our records indicate that the customer was never enrolled in auto-pay, in accordance with the customer's Note, loan payments are due on the 28th of each month and late charges are assessed if the payment is more than 15 days late. Failure to pay the loan payment as specified in the Note will result in a late charge being assessed. Dollar Bank does provide a one-time late charge waiver for the life of the loan, which was utilized for the customer's June 2022 payment. 

  
  The actual loan payment history is reported to the credit reporting agencies; it is not a judgmental process. Please be advised, payments are not reported delinquent to credit reporting agencies unless received more than 30 days past due. 
  Dollar Bank provides many payment options to make payments that are are described below: 
  
  Make a payment at any local Dollar Branch location. Payments may also be made over the phone. You may call our Customer Relations Department at ###-###-#### to complete a Telephone Initiated Payment for a $10.00 processing fee. We offer ACH payments from any bank, by completing the Automatic Payment Deduction Form and provide a voided check. Online Payments can be made from a Dollar Bank checking/savings account via Dollar Bank's online banking platform. 

  
  It is the Bank's belief that no error occurred for the reasons stated above. Customers have the right to request documents used in making this determination by calling ###-###-#### and select the following options: 5 then option 2 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 ###-###-#### and select the following options: 5 then option 2. 

  
  Sincerely, 
  Stephanie P******* Custómer Relations Manager 
  

  
  

• Initial Complaint

  Date:09/16/2022

  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 was currently overdrawn in my checking account in the amount of 240.00 then it increased to 723.00 with 36.00 of 10 overdraft fees. It states they can only do five in a certain period of time. I filed an dispute due to 2 merchants took out funds that both products were canceled and they still took out the funds.. I resched out to my home branch to get some help regarding the matter because in result Dollar Bank took nearly whole paycheck!

  Business Response

  Date: 09/26/2022

  The complaint that was filed with your office was received by Dollar Bank on September 19, 2022. I researched the customer's concerns and offer the following information. 
  The customer claimed that their account balance was negative by a certain amount and then, due to additional Overdraft Fees being assessed, it increased drastically. The customer felt this was incorrect and should not have occurred due to a policy that states only five Overdraft Fees can be assessed in a certain period of time. 

  
  Per our Account Information Schedule that applies to all our deposit accounts: the Overdraft Fee limit is five (5) charges per day. In my review of the customer's account, this limit was never exceeded. 
  The customer's account became overdrawn on 9/9/22 and remained overdrawn until her direct deposit posted on 9/16/22. Because the customer is Opted-In for Point-of-Sale transactions, eleven purchases were approved and posted to her checking during those seven days. 

  
  Additionally, during this time, the customer filed disputes with our Card Services Department against two of the merchants that withdrew funds after products/services with them had been cancelled. These disputes are being investigated. However, during my research of this customer's complaint, it appears that both merchants have issued credits in full to the customer's checking account. 

  
  The customer's situation was discussed with the Vice President of our Branch Support Department. He reviewed the customer's account and agreed to waive all Overdraft Fees that had been assessed due to the two transactions that are currently in dispute, for a total of $216.00 or six Overdraft Fees. Those funds were reimbursed to the customer's account on 9/22/22. 

  
  To avoid the issue in the future, we suggest that the customer Opt-Out of Point-of-Sale purchases. That means that debit card transactions will be declined when there are insufficient available funds to cover them. To change the account option, please call our Customer Service Center at ###-###-#### and choose option #1. A representative will assist you. The hours of operation are Monday through Friday, 8am-8pm and Saturday, 9am-3pm. 

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

  
  Sincerely, 
  Hope B**** Operations Officer Dollar Bank / Problem Resolution Office ###-###-####