Consumer complaint received 2023-02-03
Company: FIRST NATIONAL BANK OF PENNSYLVANIA
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I opened an account with FNC bank on XX/XX/XXXX. I made an opening deposit and received a confirmation email. I attempted to set up online banking and if failed. A quick XXXX search found that this bank struggles to open accounts online and often you need to wait a week before getting online access. After a week I tried again and again it failed. I called and the customer service rep ( csr ) was not able to fix the problem but said they would call back. They never called back. After another week I called again and this time they said they would contact the XXXX XXXX The XXXX person called back the next day and said there was a hold on my account and I needed to go to a branch and do a signature card. I went to the branch a few miles from my work and did the signature card. The XXXX said they would upload the signature card but to wait for XXXX hours before trying to gain online access. After three days I tried again and again it failed. I called and the XXXX was again unable to help but said the XXXX person would call. No one called. After a week I called and went through the same song and dance. The next day the XXXX person called and said I needed to go to a branch and do a signature card. I told him I had already done this. He said he would call back. The next day someone from the branch called and said i could now gain only access. This finally worked and after a month I had access to the account. 

I set up online bill pay for several of my cards and sent a small amount to each of the cards. I started with a small amount since FNB had struggled so mightily with everything thus far. The amounts posted to my account several days later so I thought all was well. I then received an email for each payment made starting : " XXXX, the service provider for Bill Pay with First National Bank of Pennsylvania, processes the payments that you make through Bill Pay. At your request, XXXX processed the payment to XXXX XXXX XXXX on XX/XX/XXXX for {$1.00}. However, after sending money to XXXX XXXX XXXX, XXXX could not withdraw the funds from your payment account. As a result, the money XXXX sent to XXXX XXXX XXXX  on your behalf was returned to XXXX. 

You XXXX Still Have a Payment Due to XXXX XXXX XXXX Your statement from XXXX XXXX XXXX may show a posted payment and a corresponding reversed payment. Unless you've made other payment arrangements, your payment is still due. 

Your Bill Pay Service Has Been Suspended To prevent additional problems, XXXX suspended your Bill Pay service. You can not use most of the functions in your service, and no transactions will be processed. You must make other arrangements to pay any scheduled transactions. 

Reinstate Your Bill Pay Service Call XXXX at XXXX to reinstate your Bill Pay service. XXXX reversed your payment and can answer your questions. 

Service Fees Any service fees associated with insufficient funds in your account to pay XXXX XXXX XXXX will be withdrawn in accordance with your Bill Pay terms of service. Other standard processing fees may apply. 

This email is an attempt to collect on a debt and any information obtained will be used for that purpose. 

To protect you from potential fraud, this message from XXXX XXXX does not contain links to any websites or ask you for personal information. 

Do not reply to this message. Replies to this message are routed to an unmonitored mailbox. The information in this email message is also being sent to you by XXXX XXXX '' I called FNB both to confirm that the email was legitimate and to inquire why my funds could not be accessed since ample funds were available in the account to cover the bill pay amounts. The XXXX said she had no idea why the funds could not be accessed and provided no assistance. FNB charged me a {$25.00} annual fee and has not provided even the most basic banking services.

Company response to consumer: Closed with explanation