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

  218 Rodi Rd Pittsburgh, PA 15235-3337

• 

  Dollar Bank

  274 Yost Blvd Pittsburgh, PA 15221-4818

• 

  Dollar Bank

  300 Mount Lebanon Blvd Pittsburgh, PA 15234-1512

• 

  Dollar Bank

  330 5th Ave Mckeesport, PA 15132-2615

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:08/16/2022

  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.

  On 8/15/2022 I Was Charged An Over Draft Fee Of $32 Because They Claim Something Was On Hold But They Do This Often They Charge Me Unnecessary Over Draft Fees And Have Me So In The Negative They Get Smart On The Phone When You Call And Ask Then They Never Know Anything They Tell You The Wrong Information

  Business Response

  Date: 08/19/2022

  The consumer complaint that was filed with the Better Business Bureau was received by Dollar Bank August 17, 2022. After researching the customer's concerns, I offer the following information. 

  
  A review of Ms. *******'s account shows that one Overdraft Fee had been charged to her Everything Checking account. Based on the activity, we do offer ways to prevent these types of Overdraft Fees from occurring. 

  
  The Everything Checking is opted 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. Due to numerous pending debit card transactions, the balance in the account was not fully available at the time of transaction authorization on August 15, 2022, resulting in the Overdraft Fee assessed to Ms. *******. 

  
  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. 

  
  The customer's complaint was forwarded to the Vice President of our Branch Support Department. He reviewed the customer's account, her concerns and waived $36 in Overdraft fees on the Everything Checking. Those funds were reimbursed on August 17, 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:08/09/2022

  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.

  I opened a checking account online using a click through promotion which went as follows:
  
  ? Get $100 in Mastercard debit card rebates with a total of $1,000 in direct deposits within 90 days of account opening.
  ? Plus, get $200 with a total of $5,000 in direct deposits within 90 days of account opening.
  ? Also, get $100 after your one-year anniversary of account opening
  
  I recently realized I had not received any of the bonuses and sent a secure message to Dollar Bank, who told me that there was no promotion associated with my opening the account, but they would give the $200 in rebates. I feel I should receive the full bonus package

  Business Response

  Date: 08/16/2022

  The complaint that was filed with your office on August 9, 2022, was received by Dollar Bank. I have researched the customer's concerns and offer the following information. 

  
  Mr. ****** opened his account in November of 2021. At that time, Dollar Bank was only offering a $300 checking account promotion. That offer required $2,500.00 in direct deposits within 90 days of account opening in order to receive $200 in Mastercard Debit Card Rebates. After one year, the customer could then be eligible for the $100 One-Year Anniversary reward. When applying the for checking account, the customer must advise the Bank of the promotional code to ensure that the promotion is applied appropriately. Since the Bank was not notified accordingly, the code was not added to Mr. ******'s checking account. 

  
  In the customer's complaint, he states that he used a "click through promotion" which offered $100 in Mastercard Debit Card Rebates after completing $1000.00 in direct deposits within 90days and an additional $200 in Mastercard Debit Card Rebates after receiving $5000.00 in direct deposits. Additionally, he would earn $100 for maintaining the account for one year. Unfortunately, that was a Workplace Banking promotion that was only offered in September 2021, and since his employer is not enrolled in the program, the customer is ineligible for the offer. 

  
  That being said, the $300 Checking Promotion has been added to the customer's checking account and the first $100 in Mastercard Debit Card Rebates was credited to cover a $100 point of sale transaction that was completed on July 31, 2022. The customer has the remaining $100 in debit card rebates to use at his convenience. Also, the $100 One-Year Anniversary reward was added and will be credited to his account if /when he reaches the anniversary date. 

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

  
  Sincerely, 
  

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

  
  

• Initial Complaint

  Date:08/03/2022

  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.

  Dollar bank keep giving me overdraft fee like 5 in the past month after I have money in my account keep putting my account in the negative

  Business Response

  Date: 08/11/2022

  We received the complaint that was filed with Better Business Bureau on August 3, 2022. After researching the customer's concerns, I offer the following reply. 

  
  A review of Ms. ******'s account shows that numerous fees have been charged to her Everything Checking and Everything Savings accounts. Based on the activity, there are ways 
  First, the Everything Checking is opted 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 to cover them, and she agrees to the $36 Overdraft Fee associated with that approval. In order 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. 

  
  Additionally, the funds in Ms. ******s's Everything Savings account are connected to a Secured Credit Card and are on hold. Therefore, when direct withdrawals from Fidelity attempted to be withdrawn from the savings, they were returned unpaid due to insufficient funds. We would advise the customer to call Fidelity and cancel the direct withdrawal to avoid future overdraft fees. 
  The customer's complaint was forwarded to the Vice President of our Branch Support department. He reviewed the customer's account and waived $324 in Overdraft fees on the Everything Checking and $108 in Overdraft fees on the Everything Savings. Those funds were reimbursed on August 5, 2022. 

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

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

  
  

• Initial Complaint

  Date:08/03/2022

  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.

  On 5/21/22 I wrote a $100 check from a Dollar Bank account (Joint with my sister ***** * *******). I hold Power of Attorney for ***** since 2018 since she has dementia. She resides in a nursing home near me, ****** **** in Lawrenceville, NJ. The $100 check was written to ****** ****. Someone got hold of this check, altered it, and cashed it for $12,464 on 7/21/22. Fortunately I kept a copy of the original check. I also have a copy of the image of the forged check.
  Since the amount exceeds $10,000, this is a felony. I have a police report filed with the Lawrenceville police.
  It is Dollar Bank in Pittsburgh. My sister has had an account there since 1991. I was put on the account in 2018 when I became her Power of Attorney.
  They have frozen her other funds in that account, over $20,000. She gets auto deposit from SSA . I have stopped it, but it will take 2 months to stop.Those funds will also be frozen. They tell me that to close the account, I will have to travel 330 miles to Pittsburgh. I am 80 years old.
  Deposits can come in but nothing can go out.
  The bank has been totally unresponsive, putting every possible obstacle up. The check was cashed July 21 (I saw on the website) and I reported this to the bank 2:15PM July 22.
  They have held up the signing of a notarized affidavit by me because they have been reviewing the Power of
  Attorney document. (Executed in 2018 by well know Pittsburgh Elder Law attorney ***** ***** *****).
  With the stolen funds and the 2 more incoming SSA checks, we are looking at a figure North of $30,000 being held hostage. I cannot pay *****’s bills.
  I have contacted Ms *********** to see if she can give assistance.
  I will send images of the original check, forged check and the Police report by secure fax after you contact me.
  
  Thank you.

  Customer Answer

  Date: 08/05/2022

  
  
  Dear Ms ******,
       A regional manager from Dollar bank , Justin M******, contacted me at home by telephone this afternoon. We went over details of the case .
  I sent him a copy of my Power of Attorney document for ***** *******, (my sister, who is joint on the Dollar account with me).
  
      Mr M******  informed me that a second check, (same check number!), had been forged and submitted to Dollar Bank, but they did not pay the second time.
  
  Thank you,
  ********* ****

  Business Response

  Date: 08/15/2022

  The complaint that was filed with your office on August 3, 2022, was received by Dollar Bank. I have researched the customer's concerns and offer the following information. 
  
  Per the customer's complaint, fraudulent activity took place on her sister's account. Two checks were altered / reproduced and attempted to post to her sister's checking. The first check was written for $7,100.00 and it was returned unpaid. The second check was written for $12,464.00 and cleared the checking. The funds were withdrawn on 7/21/22. The customer contacted the Bank on 7/22/22 to advise us of the forgeries. A hold was placed on the checking by our Card Services department to eliminate further fraudulent activity. 

  
  The customer also claimed that she had been trying to have a Power of Attorney added to her sister's account, but the process was taking too long. Prior to the customer filing the complaint, the Branch Manager of our Squirrel Hill office had been in contact with Ms. ****. He had already obtained and submitted the Power of Attorney for approval, which was received the day the customer filed the complaint. The Branch Manager called the customer and discussed the matter that same day. He also sent her the appropriate affidavit for her fraud claim and a new signature card, so the Power of Attorney could be added to the account appropriately. Additionally, he created a "Authorization to Pay" list for her outstanding checks. As of the date of the complaint, we were still waiting for the paperwork to be returned. 

  
  Upon receipt of this complaint, the Vice President / Regional Manager of our Branch Support department called the customer to discuss her concerns. He explained everything to her and asked that she complete the appropriate forms, so that the claim could be continued, and the Power of Attorney added. The Vice President will continue to work with the customer so that the situation is handled in a timely fashion. 

  
  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: 08/22/2022

  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.
  
  
  
  Hello,
       I was going to append the copy of the account printout that shows the order of the submission of the fraudulent checks. It probably is not secure on email.  I could mail or fax you a copy if it becomes necessary.
  
  The first fraudulent check,(  #****) was presented on 7/21/22, in the amount of $12,464, and was cashed.
  The second  fraudulent check, (also #****) was again presented on 7/27/22 , in the amount of $7,100. This check was not cashed by Dollar.
  
  The order as stated in the letter from the Dollar Assistant Vice President was incorrect.
  
  As to the POA status: the facts as ted in the letter were inaccurate and have been overtaken by events.
  
  Please see below for the current status as of 8/15/22:
  
  (cut/paste from email from Nicholas K******, Branch Manager, Squirrel Hill Dollar Bank):
  
  Hello *********, 
  
  I have received your priority mail envelope today. All POA documentation is complete and good to go. I have passed along the claim paperwork to my fraud department. You should now be all set, just keep an eye out for information from the fraud department when the claim is settled. 
  
  In the meantime please reach out to me with any questions. Thanks for your cooperation in this process. Additionally let me know when you would like to begin the process of establishing a new bank account and I would be happy to assist. 
  
  Nick K******
  Branch Manager, Squirrel Hill Office 
  ****** ************   **** ************
  ****** ************************  
  ***** *******
  
  
  Does this answer your request from yesterday’s email? Better not to publish data from the Asst VP, the data is just inaccurate and out of date.
  
  Thank you.
  

  
  

  
  -------------------------------------------------------------------------------------------------------------------------------------------------------------

  It has been exactly one month since I reported the cashing of check #**** (originally made out to ****** **** for $100), for $12,464 made out to a bogus company as payee).
  
  1. A second check #**** was submitted to be cashed, this time for $7,100, to someone unknown to me) on 23 July, and was not cashed by Dollar Bank since I had reported fraud the day before.
  
  2. I have submitted a notarized affidavit reporting this fraud to the bank nearly 2 weeks ago.( I submitted a police report on 7-23-22.)
  
  3. II just submitted papers to be POA on a new account Dollar is opening up for me at this time.
  
  4. I have heard nothing as to replacement of these funds into my account.
  
  5. My sister has had this Dollar account for 31 years. Never a problem or an overdraft.
  (I have been POA on the Dollar Bank account since 2009).
  
  6. I have never had a problem, or had an overdraft since 2018 when I took over my sisters bill paying due to her dementia. I maintained a balance of at least $10,000 at all times.
  
  7.  My husband and I have an excellent credit record. We are VIP customers at our other bank, *********.
  
  8. The money situation with my sister is beginning to cause me more problems paying her bills.  There is abut $33,000 -$35,000 in funds that Dollar has impounded for a month now.
  
  9.  I have contacted a well known Pittsburgh lawyer, Carol *********** who produced the POA for me, for *****’s accounts in 2018.
  She will represent me if I have to sue Dollar Bank.
  
  10. I feel that I have been treated like a potential felon by this organization.
  
  

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

• Initial Complaint

  Date:07/27/2022

  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.

  I am a customer with Dollar bank , Pittsburgh,PA since 2007, July 15th I sent a Zelle transaction for $660 to purchase a phone and the recipient said not received but Dollar bank said received, I found out the money was sent the recipient didn't send me the phone , I called Dollar bank I was told the recipient bank is EVOLVE BANK AMD TRUST ,but they won't help to help me file a dispute , the account in EVOLVE BANK AND TRUST ending in ××××****, Dollar bank asked me to call Zelle myself, I found our zelle will.ask you to go bank to your bank to help bur if you have a zelle app they will help you to file your dispute to find your money zelle app even has an FBI link in their app but won't entertain you if you have this app through your bank , an establishment like Dollar bank won't help me dispute a money sent to another financial institution the USA where an account this being used to scam their customer, I called EVOLVE bank and trust I wad told they will only deal with Dollar bank I called Dollar bank I was told they o kt transmit and that is it , the recipient name is **** **********, PHONE NUMBER IS *** *** ****, TRANSACTION NUMBER IS **********, TRACE NUMBER IS **********. I will close my account with this bank very soon this is ridiculous, if they will transmit for ZELLE but won't help yo dispute for their customer, I will find a more suitable financial institution.

  Business Response

  Date: 08/16/2022

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

  
  As the customer stated, on July 15th, 2022, a Zelle transfer of $660.00 was completed to **** **********. The transfer of funds was completed immediately per the customer's request. 

  
  Zelle is third party application that provides person-to-person payments, allowing funds to be sent from one bank account in the U.S. to another. As is advised by Dollar Bank and Zelle, consumers can use Zelle to send and receive money with people they know and trust. In this case, the funds were sent to an unknown party with the intent of completing a purchase. Unfortunately, the customer did not receive the item he requested after sending the agreed upon amount of money. 

  
  Dollar Bank attempted to recoup the lost funds on behalf of our customer via our third-party online banking servicer. After filing the necessary complaint, Zelle advised the Bank that they were unable to recover the customer's money. 

  
  Although the Bank understands the customer's dilemma, and empathizes with their situation, the transaction was completed as it was requested, and we were not able to recoup the financial loss. 

  
  Dollar Bank makes every effort to educate our customers about consumer scams and the steps to take to avoid them. We encourage our customers to visit www.******************** for 
  customers to visit www.******************** for more information about protecting their personal information. 
   
  If you have any questions or need further clarification, please contact me at the telephone number below. 

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