Consumer complaint received 2019-09-15
Company: PEOPLE'S UNITED BANK, NATIONAL ASSOCIATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
On XX/XX/2019, my account was overdrawn due to several debit card transactions that were pending. I notify the bank right away and prior to the transactions posting I deposited money into my account to cover them. However the bank imposed overdraft fees on those same transactions before the items posted. I spoke to sales and service manager XXXX and banker XXXX XXXX regarding the situation. Because I wasn't sure what was going on I contacted the branch while making the deposit. Again, prior to the items posting. At that time, I requested that the fees be refunded. I clearly did not understand how the overdraft on debit card transactions work and immediately asked that my debit card be closed and the debit card coverage be cancelled. They said they couldn't refund the fees and was rude and standoffish. They also could not explain to me adequately how I incurred the fees. I asked for the branch manager XXXX and they advised me that he no longer worked for the company. The day after, my transactions history showed my deposit posted, then the overdraft fees and finally items that were pending. I could not understand how items that were pending that hadn't gone through full verification incur a fee before the items even posted. So I called the customer service number and they advised me to go into a branch. On XX/XX/2019, I stepped into a branch. By that time I incurred more fees because of how the bank manipulated the transactions. I accessed {$370.00} worth of fees. I went into the branch on XXXX XXXX in XXXX XXXX and spoke with a branch manager XXXX. Due to the fact that my branch didn't have one. During the interaction, XXXX seemed frazzled and could not clearly explain to me what happened. I then asked for the district manager, and she said he was not available. I then left with the district managers business card. During that branch visit, I also made a withdrawal at the teller since my current and available balance stated that I had enough funds. I withdrew the money as a result, then later learned I accessed a fee from that transaction. By the end of the week, I had incurred {$440.00} in fees. During this fiasco, I noticed that {$170.00} was refunded to my account. Had on XX/XX/2019 XXXX and XXXX properly addressed my issues and refunded the fees I am certain that I would not have in turn charged additional fees. In the last two to three months I have tried with no avail to schedule appointments with the district manager and speak to other Branch employees including XXXX and XXXX XXXX to resolve this matter. All I keep getting is empty promises and no follow-ups and the runaround. And to add insult to injury, I requested on two separate occasions to order checks on my account. I first asked XXXX and then I asked XXXX. They both assured me that the checks will be ordered. To this day, I have never received checks and hope that my account hasn't been compromised due to loss or undelivered checks. I have tried to schedule appointments with the district manager as well. Due to scheduling conflict on both sides we have not met. In XXXX I was advised he was on vacation for two weeks. I left three messages and they never resulted in a return call. I'm more than frustrated and just want an explanation, apology and the remaining {$170.00} of fees to be refunded to my account, which is the remaining fees that have not been reversed. I can not understand how a bank operates like this. I feel the bank manipulates the account transaction history where the current and available balance in real time does not match the balance online or via the mobile app. How can a consumer really know what's in their account hence avoiding a overdraft fee? What I've done to correct the issue is cancel the debit card coverage and minimize all activities on my account. I've decided to use another bank primarily. I rather deal with a bank that is trustworthy and upfront. I can't even get transparency, honesty, follow up or respect. I have copies of all my deposit receipts, printouts and screenshots of my on-line account activity. On the same date, balances on those three platforms can differ. That's super deceptive. As a result when I receive the net proceeds from my house sale I will definitely not deposit it into this account. I am dissatisfied altogether.

Company response to consumer: Closed with monetary relief