Consumer complaint received 2020-09-10
Company: FULTON FINANCIAL CORPORATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Fulton Bank hires lazy XXXX  to answer their online messages. 

I deposited a check from the sale of my house on XX/XX/XXXX. When I log into my account, I see that the funds will be available on XX/XX/XXXX XXXX today ). I have been trying to find out when the funds will be CLEAR which is not the same thing as " available. '' Using the bank 's online messaging center, on XX/XX/XXXX I asked : '' Why does it say thatmy check for $ XXXXwo n't be available until XX/XX/XXXX? Does that mean that the check will be CLEAR or just funds available on XX/XX/XXXX? '' On XX/XX/XXXX XXXX XXXX responded : '' Thank you for your email.Yes, both will beclear tomorrow, XX/XX/XXXX, XXXXIf we  may be of any further assistance, please contact us by email via our website atfultonbank.comor call our Direct Banking Center at XXXX. '' On XX/XX/XXXX I wrote : '' What do you mean BOTH will be clear tomorrow? I just asked about one check. '' On XX/XX/XXXX XXXX XXXX wrote : '' Sorry for the misunderstanding, the funds will be available tomorrow. I resent your form XX/XX/XXXX '' On XX/XX/XXXX I asked : '' XXXX XXXX, will you please read my original question and answer it? You are giving me two different answers.Will the funds be simply AVAILABLE tomorrow? Or will the check also be CLEAR? '' On XX/XX/XXXX XXXX XXXX wrote : '' Yes, the funds will be available tomorrow. '' As XXXX XXXX  obviously doesn't know what he's talking about, I wrote a second message on XX/XX/XXXX : " I'm trying to get a straight answer. XXXX XXXX has three times  failed to answer my question about my check for XXXX deposited last week.Can somebody else please give me a straight answer? Will the funds be simply AVAILABLE tomorrow? Or will the check also be CLEAR? '' On XX/XX/XXXX XXXX XXXX wrote ; '' Please be assured that we appreciate and value your business and we are grateful that you shared your concerns with us. We sincerely regret any dissatisfaction or frustration you may be experiencing. It will be our pleasure to work with you to provide a resolution to this situation.After reviewing your account ending in XXXX and the recent large deposit made on XX/XX/20 for the amount of {$160000.00} it has been verified that the hold will expire tomorrow XX/XX/20 ; therefore the funds will be available in your account balance on XXXXSimply stated the funds will be available for use Friday morning XXXXTo answer your question- " Or will the check also be CLEAR? " Unfortunately, at this time we can not provide verification that a depositeditem drawn from another financial institution, in this case XXXX, has cleared or not.I hope this has answered your question and once again we thank you for your patience in this matter and would like tothank you for continuing to be a valued Fulton Bank customer.If you have any additional concerns or questions regarding your account and wish to speak directly to a customer service representative please contact our Direct Banking Center at XXXX and one of our friendly team members will be happy to assist you.Thank you once again for continuing to choose Fulton Bank for your financial needs. '' On XX/XX/XXXX I wrote : '' The check was deposited over a week ago.WHEN can you tell me if the check is CLEAR? '' I have not received a response. 

Apparently Fulton Bank employees don't know the difference between " funds available '' and " check clear. '' Also, XXXX stated that the funds would be " available '' today, XX/XX/XXXX, but logging in to my account, I see that they are still not available.

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