Consumer complaint received 2019-03-14
Company: UNITED COMMUNITY BANK
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I transferred funds online from my United Community Banks savings account to my United Community Banck checking account so I could write a check and mobile deposit it into our bank in S.C. to pay our mortgage for XX/XX/XXXX. I had done the same thing in XX/XX/XXXX. We had opened a savings and checking account in XX/XX/XXXX with United Community Bamk in XXXX XXXX NC where we live. We also had our XXXX XXXX XXXX account ( Mortgage ) and our XXXX XXXX acct linked to this account. We were unable to transfer funds to XXXX  for some reason even though we had verified the account. When making the transfer online all your linked accounts would show. Somehow the transfer from ended up being our XXXX XXXX acct which makes no sense since it had no funds available. No transfer would have ever gone through with no funds. I checked my account and saw the XXXX transferred posted so on XX/XX/XXXX I wrote a check to myself and mobile deposited it into my XXXX  acct to pay the mortgage. On the XX/XX/XXXX I checked my United community acct to see if the mart gate payment had posted. To my surprise I was overdrawn and the XXXX transfer had been reversed meaning my mortgage was not paid, and I had 3 bill payments that had been returned for insufficient funds, and I had 3 insufficient funds fees. I went into my branch and was told this happened because there were no funds in my XXXX XXXX savings. I told them I knew that and the transfer was from my United community bank savings account which had more than enough to cover the transfer. It took them over an hr to even find what they think happened. I asked how would a transfer even go through it no funds for were in the XXXX XXXX account when the transfer was made and I was told that was a good question they didnt know. Went home and got on the phone with customer service and explained what had happened and askeded how is we could resolve this and my question was never answered and I was repeatedly told the transfer was reversed as no funds were in the XXXX  account. 
I tried to explain that I knew that that the transfer was made from the United community account. Eventually I was transferred to a supervisor and both my wife and myself were on speaker phone. This person had no intention of helping us resolve the issue and in fact accused us of fraud and kitting which we had never heard of. She was both rude and insulting. She in fact blocked our savings account and basically closed it without telling us. The next day I went back to my local branch hoping to get some help and a nice woman did try to help us but had to call this same woman to try and explain what had actually happened. This woman was very angry that we were still perusing this and in fact told me the person helping us that she didnt want us as customers and didnt want to resolve it. The person helping commented on how unpleasant this person was. She suggested we just come back in in a few days and open 2 brand new accounts. We didnt want to do that after all the drama, we just wanted out and to be reimbursed for the NSF fees. Later that night we discovered that our checking account had been blocked so we couldnt even see the bill payments that were returned so we could call them and pay them. This has hurt our credit and we are out over XXXX and now we have several late payments which increases our interest rate. The woman in the bank who tried to help us did give us the supervisors bosses phone number so we could call and complain and maybe recoup at least the NSF charges. We have called her 3 times with no return phone call from her. This is outrageous and has been very upsetting and incoventient for both my wife and myself. It has been a very bad experience. 
All we were doing was paying our mortgage and we are treated as criminals and have been charged for fees we shouldnt owe. I am XXXX and my wife is XXXX. We have no criminal record and are good people. To be treated as such is unbelievable!

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 monetary relief