Consumer complaint received 2017-12-23
Company: FIRST NATIONAL BANK OF PENNSYLVANIA
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
On XXXX XXXX, XXXX, I logged in to my online banking portal ( First National Bank ) to review my account balance. It was payday, and I was getting ready to pay my next round of bills for the month. I always log in to ensure that my paycheck has been posted to my account ( I had an unfortunate incident occur in years past where my account was 'hacked ' on payday, and drained ). I was surprised to find that I had only {$69.00} in my account. I began to scroll through my " recent transactions '' to determine the cause of my low account balance. Fortunately, I had not been hacked by some mysterious third-party this time ; however, I noticed an inordinate number of overdraft fees and charges. This came as a surprise to me for a number of reasons. My first cause for concern came when I discovered that the first overdraft charge ( for {$74.00} ) was listed for XXXX/XXXX/XXXX ( the Monday, four days prior ). I went on to find overdraft charges totaling {$380.00} XXXX/XXXX/XXXX - {$74.00} XXXX/XXXX/XXXX - {$140.00} XXXX/XXXX/XXXX - {$12.00} XXXX/XXXX/XXXX - {$37.00} XXXX/XXXX/XXXX - {$110.00} The primary reason for my surprise was due my recent login to my online portal on XXXX/XXXX/XXXX ( Tuesday ). On Tuesday I needed to stop for gas, I wanted to check my account to determine how much fuel I could afford using my debit card. When I logged in on this day, my account balance was positive -- I do not recall the precise amount -- it was below {$100.00} ( I think about {$70.00} ). I decided that I would fuel up, but hold off on using my card for the remainder of the week -- until payday ( I did opt to use my debit card two times that week to buy lunch, as I knew the charges would be around {$10.00} -- I purchased a {$4.00} meal at a cafe, and spent {$12.00} at XXXX ). 

In reviewing my online banking portal, the dates listed for charges and the actual dates that I used my card are disparate. While I am aware that charges do not always post the moment that my card is used, this lag time in posting is a primary reason my account fell into an over drafted state. The purchases and overdraft fees that begin on XXXX/XXXX/XXXX were not purchases made on that day, and did not appear on my online banking portal until days after XXXX/XXXX/XXXX as noted by my login on Tuesday that revealed no issues with my account. In a climate where banking customers are urged to used online banking for innovations such as " mobile deposit '' and " bill pay '' and the genesis of " mobile wallets, '' I would think a consumer could expect a real time view of transactions. One of the most frustrating aspects of this circumstance was my earnestness in my attempt to be a responsible account holder. I recognize that I do not earn enviable wages, I live from one pay check to the next, and my credit card accounts can attest to these somber facts. Within this awareness, I resolve to check my account regularly, and endeavor to be conscientious in my spending. 

On Friday, XXXX/XXXX/XXXX, I contacted my local branch to inquire on my account balance and the overdraft fees. I requested that the majority of the fees be waived, as {$380.00} was a serious financial hardship when my paycheck is {$620.00}. The employee at the branch provided me with XXXXnumber for First National Bank, and relayed that she would email the Market Manager my request. I followed up by calling the XXXX-number and speaking with a representative. The rep told me that I could not make a waiver request via the XXXX-number, that my request should be routed through my local branch manager. I asked for the manager 's  contact information. She responded that my local branch did not have a manager, and that the market manager XXXX would need to be contacted. I asked for contact information to reach out to XXXX. The rep relayed that it was not necessary for me to contact the market manager, that she ( the rep ) would email my local branch to request that the branch initiate contact with XXXX XXXX. 

Later on Friday XXXX/XXXX/XXXX, I received a call from an employee at the local branch who informed me that a refund of {$74.00} would be granted -- as this is the maximum amount allowed to be returned to customers with overdraft fees. I followed up with a request that I make monthly payments on the remainder of the fees, as again, {$300.00} is a serious hardship in my financial situation -- no this would not be an acceptable arrangement. I asked her for a financial recommendation regarding my need to pay my soon to be due bills with the now {$150.00} in my account -- " what options do I have? '' Fortunately for the thousands of First National Bank customers who have their accounts robbed by their own financial institution, they can request a personal loan of {$2500.00}, which can be paid back over 24 months at {$120.00} per month. What is even more interesting is the answer I was given when I asked what the installments would be if I would immediately payback {$2000.00} of the {$2500.00} loan ( because I really do not want a loan of {$2500.00}, just the amount of my paycheck that I earned ). Well, in the scenario that I immediately payback {$2000.00}, my monthly payments would be ... higher ... oh lucky day! 

So moving forward, my option is to pay an additional {$380.00} to the bank, in the form of interest, for a personal loan in an amount that is unnecessarily high so that I might remain in good standing with my other financial lenders all due to my heinous actions of using my debit card for a {$16.00} transaction that disobliged my bank so much so that I also owe them {$300.00} for the extensive financial burden that they faced for covering such an immense figure.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with monetary relief