Consumer complaint received 2023-02-18
Company: FULTON FINANCIAL CORPORATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
In XX/XX/XXXX, I set up a small Business checking account with Fulton Bank located on XXXXXXXX XXXX XXXX XXXX. XXXX, PA. I started my business account with XXXX who was able to walk me through a portion of the documentation process and then entered my deposit amount of {$32000.00}. However, he told me that he would have to schedule me to finish up the process because he had another matter to handle. However, that secondary process was without being scheduled. Also, before he set me up with the account, he mentioned briefly that I use to have an account with them, but I advised that it was closed due to inactivity, and he was without correcting that fact. Later, I learned that that account was also part of an incorrect closure process. I will address that matter as well. 

Shortly thereafter ( approximately XX/XX/XXXX ), I requested to withdrawal of {$3500.00} cash for a vehicle purchase at XXXX XXXX located on XXXX XXXX XXXX XXXX PA XXXX. The clerk at Fulton, XXXX, suggested I get a cashier 's check because it would be a better way to track my purchase, in the event the company would make a mistake. I received her suggestion, and they created a cashier 's check. Needless to say, the deal fell through from the dealership and in my travels the cashier 's check disappeared. I thought I may have left it at another dealership that I ultimately purchased a vehicle, XXXX XXXX  XXXX XXXX XXXX, XXXX PA. However, after speaking with the dealership they confirmed that they were without seeing the check. Then I decided to go back to the Fulton Bank branch and spoke with XXXX and ask her what I could do to get that money back into my account. She said that she was unfamiliar with the process and that she then requested XXXX to help with the matter. XXXX was also unfamiliar with the process and suggested I speak with the branch manager XXXX XXXX. XXXX met with me and had me sign a Declaration, Indemnity Agreement, Claim and Request for Payment of Lost, Destroyed or Stolen Cashier 's Check on XX/XX/XXXX and advised me that she too needed to get more clarification on the process but would know something by the end of that week. After more than a week, I went back into the branch to check the status of my request. She then advised me that I would need to wait 90 days to get my money back. I wanted to know if there was anything they or I could do to move the process up sooner than that because that was my only source of free income. She said she would reach out to her Operation Managers and ask for an exception. I advised XXXX that I would reach out to the Manager at XXXX to get a letter confirming that they are without cashing or doing business with me. Sometime later the following week, I came into the branch and gave XXXX the letter from the New Cars Sales XXXX, XXXX XXXX, XXXX who typed up the letter to confirm what I advised the bank. XXXX said that she spoke with her Operations Manager who stated that I would need to get some sort of Bond if I wanted to get access to my money sooner than the 90 days. However XXXX said she would give the Ops Manager my letter and see if that would enable me to receive my money sooner. A few days later, XXXX informed me that her Ops Manager rejected my letter and told me I would have to wait the 90 days. 

On XX/XX/XXXX I went into the Fulton Branch in XXXX to request my Business account be closed. The representative there told me that I was unable to close my account due to an open inquiry, however I was able to get the last of the {$14.00} that was left onto the account. At that time my account balance was at {$0.00}. 


Of course, this entire process was very challenging, however I realized that I had to be patient in the process even though it stifled my business during the wait. I would have checked into the option to XXXX ; however, I was without the funds to be able to so. On XX/XX/XXXX, I received a check form from that was drawn out to Fulton Bank. I was scrambling around to find an open bank as I had a business trip that I had planned with the check. I was able to go to the Fulton Bank on XXXX XXXX XXXX, XXXX XXXX, PA and asked if they could cash the check or put it into my business account. They advised that they would only be able to cash the check because it was a personal check I could only put in into a personal account. But they said they could special ordered the funds, but it could take a few days to complete the transaction. I understood. They advised me to try the bank located on XXXX XXXX XXXX # XXXX, XXXX, PA to see if they had funds available. When I arrived on XX/XX/XXXX, I spoke with a representative who said they too would need to special order the money. However, he was the first to advise me that my personal account was closed due to a charge off. He only mentioned that my personal account was charged off, however he advised that I go back to the original bank location and have them look into it because he was without seeing the details of that account. 

Later that morning I went into the branch and spoke with the same clerk that I spoke with on XX/XX/XXXX and asked her if she would be able to cash my check. She abruptly said " no '' and then said my account is closed. I asked her why my account was closed and she said that I needed to speak with XXXX. When I spoke with XXXX, he gave the appearance of frustration for my visit. During our discussion he was extremely dismissive and told me that he was not in the mood for any of my philosophical discussions. He then said I was the blame for losing my check and they had nothing to do with it. I was very calm in my response to his remarks, and he said that just because I was being calm, that didn't mean I was without being argumentation. He told me that he is not going to cash my check because I had two charged off accounts and told me to open another account at another bank and have them deposit the check. I was surprised to hear that both of my accounts were closed due to a charge off and explained my confusion, but I was quickly dismissed. 

I also noticed that that day I was supposed to have access to the {$3500.00} that was owed to my account, however, he mentioned that he had nothing to do with that transaction even though I presented the proof of the documentation. He said his manager was out of the office. He said he didn't know how to handle the situation. I asked him why he was treating me with an unpleasant attitude because I was only there to get clarification and help. After time, XXXX asked for forgiveness for his attitude and advised me that he had a challenging telephone call, and email and then my in-person presence which was the reason for his frustrations. Of course, I forgave him for his remarks. He then gave me access to both the accounts documentation and why they were charged off. As I reviewed the personal account that I opened back in XXXX, it appears there was an error from XXXX in making the Fulton Account my primary account. At that time, I had requested XXXX to only add Fulton Bank as a secondary account and to keep my primary account the same as it always has been to have my subscriptions remain in the account where my direct deposit was flowing. XXXX then sent two account verifier amounts totaling {$.00} to the Fulton account on XX/XX/XXXX and then began to erroneously request payments from that account. After corrections, XXXX seized sending payment requests, however Fulton Back was charging {$39.00} OD fees for each request. Some days it would be {$70.00} because XXXX requested the same payment twice in one day. After time, Fulton then started charging {$6.00} daily for 17 days before charging off the account. This resulted in almost {$380.00} in fees only because XXXX corrected the issue and so Fulton Bank was without paying any of those charges. That account should have a positive balance of {$1.00} in it and should still be an active account. As for the Business account, I am uncertain why fees were applied, and account was charged off. The account was without any charges and had a XXXX balance. However, I was advised that it was because I used an out of network ATM and I am without seeing that on the statement. I asked XXXX when my account was charged off and he told me on XX/XX/XXXX. I was confused by that date because none of the representatives I spoke with prior to him on either XX/XX/XXXX or XX/XX/XXXX mentioned my Business account being charged off. Finally, XXXX made several attempts to look into their policies to see how they are to resolve issuing my {$3500.00}. He said he was able to find the policy but was without understanding of how or if he could issue my money to me. He made several attempts to outreach to Operation managers because his manager was out of office. He asked that I give him some time to get a return call. He said he would follow up with me later that day, and he did. However, he mentioned he was still without answer but would call me to advise as soon as he received a response. Again, I was patient in waiting. 

I would also want to mention that I have had a few interactions with XXXX from the Fulton branch and he is typically very pleasant to work with. I understand that everyone has their plates full in this life. I still believe XXXX to be a kind individual who has just had a difficult and hectic time that seems to be the way with the banking industry. This letter is outside of harming his reputation ; however, I must be truthful in my experience and hope that there are so reasonable and good-natured adjustments made so that kind people are outside of being worked to the extent that it can attempt to change the very nature of their personality. 

I am asking for help in this matter because it appears that there is some interesting practices taking place with Fulton Bank. I am having a very challenging time trusting banks, with the exception of online banking systems such as XXXX and XXXXXXXX XXXX  because they are without charging these astronomical and unwarranted fees. However, the most interesting part here is that I have patiently waited for 90 days to receive the money they owe to me and yet they closed my account within 30 days due to the erroneous and unwarranted fees. I am requesting that they honor the cashing of my Positive Pay Protected check that was drawn out for their bank so that I can believe that their bank is outside of some unclear personal disagreement against me. I have the right to access the money that is made out to me from their bank. 

Finally, I went into the Fulton Bank branch on XX/XX/XXXX after zero response. I waited in line and XXXX came up to me and said he received follow-up and was directed to issue the check to me ; however, he wanted the letter I received from the dealership before he could issue the funds. I then had to go back to my home to search for the letter that I had already provided to their branch. This was a major inconvenience, and a waste of my gas that I had been budgeting since I have been with minimal funds for more than a couple months. I am uncertain why these fees are acceptable for anyone, however in my case they should have been zero fees. Thank you for looking into this matter. Your time, patient in reading and dedication to customer satisfaction is greatly appreciated and acknowledged.

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