Consumer complaint received 2020-05-11
Company: FULTON FINANCIAL CORPORATION
State: MD
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem when making payments

Complaint:
This complaint concerns three problems : missing statements, vague payment information, and money missing from my account. 

-- -- First I will address the missing statements. -- -- I had been receiving statements through the mail, and I never opted into receiving statements online. Against my wishes and with no written notice, Fulton Bank switched my statements to online only and stopped mailing them to my house. The bank has never mailed me any notification of the switch. 

I notified the bank of this problem, but the representative told me to just view the statements online. 

Then, when I went to view a statement online, the bank would not give me access unless I agreed to new terms. Its not legal for the bank to withhold access to my banking records unless I agree to new terms. 

So, I am missing three months worth of statements, which Fulton needs to immediately provide. 

The period of time for which I am missing statements is XX/XX/XXXX through XX/XX/XXXX. 

I will need the bank to continue sending written statements every month as long as I have an outstanding balance on my loan. 

Also please note the timing of the banks actions. Previously I had a problem with employee fraud at the bank, and the bank failed to respond to my concern in a timely manner, so I contacted Complaint.consumerfinance.gov. The bank stopped mailing me statements immediately after I filed a XX/XX/XXXX complaint against Fulton. 

-- -- Next I will address the problem with vague payment information. -- -- The bank did mail a statement for the period of XX/XX/XXXX to XX/XX/XXXX. They included an unaddressed envelope with the statement, but no payment stub was included for me to return with a check, and they did not give any specific directions as to where to mail the payment. Nor did the statement indicate a due date. If I know the due date, the address for payment, and what information to include on the check, I do not necessarily need a payment stub. 

-- -- Finally, I will address the money missing from the account. -- -- In Fultons  XX/XX/XXXX response to my CFPB complaint, Fulton wrote that if I closed my account, they would mail me a check for {$24.00}. Instead, they mailed me a check for {$7.00} with no explanation regarding the difference, and because they also failed to provide bank statements for several months, I can not check my statements for insight. 

-- -- In summary, -- -- I am seeking : the missing statements covering XX/XX/XXXX through XX/XX/XXXX ; clarified payment information ( payment address, due date, reference number or else how they would like me to identify the check or money order with my loan ) ; explanation for sending me a check for a lower dollar amount than what the bank told the CFPB it would be. Also, I would like the missing money returned to me. 

I hope other consumers reading this are soon able to search the phrase Fulton Financial class action lawsuit and find a group of consumers who have experienced similar problems.

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