Consumer complaint received 2022-12-04
Company: FULTON FINANCIAL CORPORATION
State: VA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
Fulton Bank lost $ XXXX for XXXX months, and has regularly been over-charging my interest on my XXXX. 

XX/XX/XXXX : Opened a new XXXX  for $ XXXX with Fulton Bank. As part of that loan closing, our old XXXX  ( at the same bank, with credit limit of $ XXXX and loan balance of $ XXXX ) was to be closed via a draw on the new XXXX. Simultaneously, a draw of $ XXXX was to be made to put money into our checking account at XXXX. 
XX/XX/XXXX : We emailed bank because of an issue with how the funds were appearing. The transfer of $ XXXX to our checking account was reflected, but the payoff of our old $ XXXX XXXX  balance on the old XXXX  was not reflected, and the new balance of $ XXXX on our new XXXX  was not reflected yet. We were told that it might not be reflected until the next day XX/XX/XXXX : We emailed again because it had not been updated yet XX/XX/XXXX : We emailed again, as it had not been corrected XX/XX/XXXX : We followed up, as we had received no response. Later that day, we received a response indicating that the payoff of the old $ XXXX XXXX  had been processed. We responded back to indicate that the accounts were not showing up accurately. We still had the old XXXX  showing, now with {$0.00} balance but a $ XXXX line open ( so it appeared as though it had been paid off, but not closed ), and we had the new XXXX  with {$0.00} balance ( so it did not appear as though the $ XXXX funds had been withdrawn ). We were told that it might take a week to show everything correctly XX/XX/XXXX : We reached out because it was still not correct. At this point, an additional $ XXXX had been pulled from our checking account ( without our authorization ) to the closed old XXXX  account, raising the credit line to $ XXXX. The new XXXX still had no balance. Shortly after this, we received a refund check {$940.00} of the $ XXXX XX/XX/XXXX : We reached out because we had received no response. At that point, a new bank manager became involved and responded back XX/XX/XXXX : The new manager told us that she had reached out to back office and that everything would be straight by the next day XX/XX/XXXX : We reached out because it the old XXXX still had not been closed ( Still showed a $ XXXX line open, with no balance ). We also alerted the bank that the payoff of the old XXXX  was not reflected in the balance of the new XXXX. The new balance was $ XXXX, which reflected the $ XXXX transfer to our checking account, less a $ XXXX payment we had made. It did not capture the $ XXXX to close the old XXXX. They responded to say that the old XXXX  had been closed behind the scenes, and that our online view would be updated in a few days. They also confirmed that the new XXXX  balance of was correct XX/XX/XXXX : We reached out because another withdrawal from our checking account had been made and deposited into our ( theoretically closed ) old XXXX, which was still showing as an open/active account on our online portal. We had not authorized this transfer, and there were no scheduled transfers that we could see in our online banking portal XX/XX/XXXX : We followed up because we had not heard back. Our original bank manager responded back, confirming that the old XXXX had been closed as communicated, and that there was an automatic draft that was not automatically stopped by the closed XXXX. We were told that the automatic draft had been cancelled and that we would receive a refund. 
XX/XX/XXXX : We followed up because the money had not been returned, and the old XXXX  still showed the - $ XXXX balance and a $ XXXX credit line XX/XX/XXXX : The second manager responded because the first XXXX  was XXXX, and let us know that we should expect a response the next day XX/XX/XXXX : We reached out because we had not heard anything yet XX/XX/XXXX : The second manager responded to apologize for the delay, and let us know we would hear later that day. We did not hear back until the next day XX/XX/XXXX : The first manager called me to let me know that it should be ok by Monday ; we discussed on the phone that we had received the $ XXXX refund into our checking account. 
XX/XX/XXXX : I emailed to let them know that the old XXXX  was ( finally ) closed as expected XX/XX/XXXX : I noticed that we had two withdrawals that I did not recognize ( XXXX  for $ XXXX, XXXX  for $ XXXX ), and emailed them about it XX/XX/XXXX : They responded that they would look into it XX/XX/XXXX : They let us know that they would get an answer that day XX/XX/XXXX : They shared what he had found about the $ XXXX check, which I did write ( but had forgotten about ). They let us know that they had created a task for the other $ XXXX withdrawal XX/XX/XXXX : I reached out to follow up, and also to confirm that I recognized the {$3100.00} check XX/XX/XXXX : They responded that research was continuing XXXX : They let us know that the $ XXXX was the close-out of the old XXXX  XXXX : I shared all of the details above and asked the bank manager 's boss to engage XXXX : I received an apologetic call from the boss indicating concerns about training, but not seemingly aware of the issue of the $ XXXX that had gone missing for XXXX months XXXX : I reviewed my monthly bill and identified a ~ {$200.00} over-charge of interest and reached out to the bank. Upon reviewing my previous statements, there were smaller errors in each one.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation