Fulton Bank

May 9, 2014Dear [redacted] :As evidenced by the attached email received from [redacted] ***, all documents requested by him have been received.In addition, we have offered our assistance required by law enforcement regarding this matterCordially,

September 16, Dear [redacted] ,The customer was contacted by phone on September 16, to discuss the items addressed in the complaintThe customer was initiating a bill payment from her Credit Union where her payroll is regularly deposited to her Columbia Bank checking account in order to accept her monthly mortgage payment to [redacted] MortgageThere was a delay since the bill payment required a check to be mailed from her Credit Union bill payer service to The Columbia BankThe check would at times be received and credited after her mortgage payment due date resulting in feesWe directed the customer to contact her credit union and set up the monthly mortgage payment to come directly from her Credit Union account to avoid this problem going forwardWe initiated a system refund of charges as a courtesy to the customer and promised to follow up with her through the process to insure a transition of the payment.A separate issue addressed in the complaint pertains to escrows initiated by [redacted] Mortgage for payment of forced placed homeowners insuranceA representative of the mortgage company also called the customer today and they are working with the customer to resolve the issue to her satisfaction.The customer seemed very happy to hear from us and satisfied with our actions and proposed resolutions to issues from the complaintWe will follow up with the customer to answer any questions within one week.Sincerely, Jeffrey M VP – Branch Banking The Columbia Bank

Dear [redacted] :I write in response to your letter regarding the complaint made to the Revdex.com by [redacted] regarding calls [redacted] received from Fulton Bank, N.A(“Fulton Bank”) employees.These inadvertent calls resulted from the fact that a Fulton Bank borrower provided a number identical to [redacted] 's to Fulton Bank as a contact numberWhen it was initially determined that the number was not our borrower's but instead was [redacted] 's, Fulton Bank's records were corrected to reflect this factUnfortunately, an employee erroneously used the number again last week, prompting the current complaint.To ensure that risk of any similar error is minimized in the future, Fulton Bank has deleted [redacted] 's phone number from its recordsThe employee involved in the most recent erroneous call has also been counselled regarding appropriate customer communication proceduresFinally, Fulton Bank has sent a formal letter of apology to [redacted] (attached).If there you have any questions or comments related to this matter, please contact me at [redacted] .Sincerely,Christopher D.Senior Vice President

July 31, Dear [redacted] : We are writing in response to the concern you expressed in your letter to the Revdex.com regarding a mobile deposit for your checking accountWe have concluded our research and are providing the details regarding your mobile deposit:On July 17, we received your mobile deposit submission of $at 9:22PM ET via Fulton Bank’s Android Mobile Banking applicationMobile deposits received after 7PM ET on a business day are processed for the next business dateOn Monday, July 20, we approved and processed your mobile depositYour checking account received credit for this mobile deposit on July 20, A confirmation email was sent to your email address on file at: [redacted] @***.com Your mobile deposit consisted of a check copy drawn from a Susquehanna Bank accountWe submitted this check copy from your mobile deposit to Susquehanna Bank to collect these funds for your mobile depositSusquehanna Bank denied our request to collect these fundsSusquehanna Bank informed us that the check was cashed at a Susquehanna Bank branch on July 21, Due to the return from Susquehanna Bank, we could not collect these funds for your mobile deposit and withdrew the funds from your checking account on July 24, Enclosed is a copy of the cashed check received from Susquehanna Bank and a copy of the check fromyour mobile depositWith mobile deposit, the bank does not receive the physical check from youWe only receive a picture of the check that you submitted from your phoneThe terms and conditions for mobile deposit state to hold checks deposited using this service for business days from the date of your depositIf you have this check in your possession, you may provide it to us to pursue this matter with Susquehanna BankWe regret that your customer experience did not meet your expectations and wish to assure you that you remain a valued customerIf you have any questions regarding your account, please contact us at [redacted] or by secure message within Online BankingWe are here to assist you Monday through Friday, 7AM-8PM, and Saturdays from 8AM-3PM ETSincerely, Lisa WE-Commerce Services Manager Online/Mobile Banking

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:To date the "response letter" has not been received even though it is dated weeks agoDespite my attaching proof of the bank the ACH was originally sent from Fulton continues to insist that the original payment was sent from [redacted] , not [redacted] ***, as my proof of payment indicatedThis speaks to their shoddy record keeping and continuation to lie about the sequence of eventsI see on the so-called "response letter" that still has not arrived that they finally updated my address which was part of the original problemBravo for finally listening even if they have never actually sent the letter and, I'm sure, just created it as a response to my complaintFurthermore, the cashiers check was finally received, once again sent to the wrong address, and deposited and then returned by my bank because of the stop payment they did issue - had they actually sent their "response" letter I would have known that they had taken that course of action as the cashier's check that, once again, was sent to the wrong address reached me after the date of their response letter Regards, [redacted]

October 19, 2017Dear [redacted] ,I am writing in response to the complaint referenced above.Based on the information provided we have proceeded with the customer's request to close his account and informed him of this action.If you have any further questions regarding this matter, please feel free to contact me using the information below.Sincerely,Donald D,Consumer Sales Manager

January 31, 2017Dear [redacted] :I am writing in response to the concerns you expressed in your complaint to the Revdex.com dated January 30, 2017, regarding a payment refund on a closed loan and a change of addressWe regret that your customer experience did not meet your expectations I have taken the following steps to address your concerns:The payment that was sent in error via ACH by [redacted] on January 9, 2017, in the amount of $was returned to [redacted] because your loan was closed at the time the payment was sentFulton Bank does not have these fundsYour paid note and a smaller refund due at time of payoff in the amount of $were sent to your address on file at the bankAccording to our records that check was cashedAt this time, there do not appear to be any outstanding issues related to this matter.Thank you for bringing this matter to my attentionPlease know that we appreciate yourbusinessIf you have any further questions regarding this matter, please feel free to contact me using the information below.Sincerely,Georgina C SVP, Loan Operations Manager

June 22, 2017Dear [redacted] :I'm writing regarding complaint No [redacted] In the Revdex.com Complaint, a Fulton Bank customer stated that he applied for and received an Option Line Home Equity Line of Credit to refinance an existing fixed rate loan at another financial institutionAs part of his complaint, he alleged that the advertisement was misleading by showing a 4% APR HELOC productHe continued that the application of different rate schedules for fixed and variable rates was never explained until closing occurredThe customer is upset because he believes that he now has to leave the HELOC open for a year period at a variable rate and may be exposed to risk associated with increasing federal interest rates.The Bank has investigated this complaint by reviewing the advertisement (enclosed), the customer's application and the customer's interactions with the BankThe customer's original loan application was submitted online through the Fulton Bank website on May 2, to refinance existing debtAccordingly, we reviewed the marketing items that were displayed in our online channelThe ad shared a promotional rate of 2.59% APR for months with a variable rate of 4.00% APR based on qualifying conditions and the Wall Street Prime Rate as of that dateThe advertisement also explains the option of locking in your loan to a fixed rate and term based upon a rate scheduleThis rate lock would also require a $fee if completed any time after closing.After the customer applied online, he worked with a representative from our Direct Banking Center (DBC), and then eventually closed the loan at the Bank's Dillsburg officeThe Bank does not have any records relating to any discussion between the Bank and the customer regarding lock in rates or any other terms and conditions of the promotion prior to closingAt closing, the customer did inquire about locking in the loan, and was informed of the fixed-rate options and termsAt this time, the customer could have abandoned the loan, but chose not to do soAfter closing, the customer again called back to the DBC to inquire about the fixed rates, and the DBC Sales Manager did discuss the current rates with the customer and his interest in locking in at that timeThus far, the customer chose to not to exercise the fixed rate optionIn this instance, the Bank would be willing to waive the $lofee if he would prefer to lock in his rate based on our current terms and fixed rates available.Our investigation determined that our disclosures explained that the HELOC promotion was a variable rate and stated this account includes a fixed rate optionIn addition, the fixed rate option was explained at closing to the customerTherefore, the Bank does not believe its advertisements or communications with the customer were inappropriate regarding this productOn an additional note, the customer referenced that he needs to keep the loan at a variable rate for a year periodThis is not a Bank requirementHowever, the terms of the loan do require customers to pay all loan fees associated with their HELOC back to the bank if they close the loan within the first years after origination.Thank you for this opportunity to respond to the customer complaintPlease contact me if you have any questions concerning this letter or require any additional information.Sincerely,Michael HConsumer Sales Manager

September 14, 2017Dear [redacted] :I write in response to the above-referenced complaintThe customer was denied a fee refund for the overdrawing an accountThe customer felt since a transaction was rejected a fee should not have been assessedThe Bank has investigated complaint and found the account was opened less than days and the overdrawing was not bank errorUnder these circumstances a fee reversal was not warrantedWith that being said we have agreed to make an exception and refund the fee for the customerWe have sent a letter to communicate our decision to the customer.Thank you for this opportunity to respond to the complaintShould you have any further questions concerning this matter or require any additional information, please feel free to contact me using the information below.Sincerely,Don DSenior Vice President / Consumer Sales Manager

11/13/14Dear [redacted] The Loan payment on this account was due on 8/15/Since the loan was past due, as part of our collection process, we made calls to [redacted] and left a message for her to return the call on 9/12/She returned the call after 5:PM on the same day, the payment in question was made and posted to her account on 9/16/Although we were not able to credit her payment in time for the delinquency to not appear on her credit, she did make a good faith effort to respond to our call with thenecessary payment.As a one time courtesy, we will remove the delinquency from her credit reportIf you have any furtherquestions please contact me at ###-###-####.Sincerely,James D Vice President FFC Collection Manager

April 14, 2017Dear Sir or Madam:I am writing in response to the concerns [redacted] expressed in her correspondence with the RevDex.com dated April 10, 2017, regarding her Fulton Bank, N.A. (“Bank”) debit card and checking account. We regret that her customer experience did not meet her... expectations and hope to retain her as a valued customer. I have taken the following steps to address her concerns.I contacted [redacted] regarding her complaint on April 13, 2017. I confirmed that she was unhappy that the Bank allowed a charge from [redacted] Internet Security in the amount of $52.99 on April 10, 2017 on what the customer called an 'expired card. [redacted] was under the impression that because the card expired any future charges would not be processed.I explained to [redacted] that when a debit card is expired and a new card is automatically issued the same account number is used to make this as convenient as possible for our clients. I also explained that it is the responsibility of the consumer to call and revoke any permission previously given to a merchant or vendor to charge their debit card should they wish to do so.My review confirmed that [redacted] has since been credited back the amount of $52.99 on the same day it was charged from the vendor and the bank has also issued [redacted] a new debit card with a completely new account number on April 8, 2017. We also closed the previous debit card at [redacted] 's request on April 8, 2017. There was no charges to [redacted] from the bank for this transactionThe Bank greatly appreciates [redacted] 's business and looks forward to serving her financial needs in the future. If you have any further questions regarding this matter, please feel free to contact me using the information below.Sincerely,Richard B. Branch Manager

June 5, 2014 Dear [redacted] ,Today, I received a copy of your June 3rd RevDex.com compliant. As required, I am providing a written response.I am confirming that Fulton Bank, N. did not report a mortgage loan to the Credit Bureaus with your name, address or social... security number. The mortgage account does not belong to you.The copy of the credit report that you provided shows that [redacted] Credit Bureau was reporting this information, so I contacted them. They confirmed that you contacted them on June 2nd and they explained to you that this was a merged account that resulted in Fulton Bank information appearing on your report. As a result, they separated the reports and mailed you a copy of your corrected report. It is our understanding that their correction has addressed your specific complaint. For any additional questions regarding the information provided above, please submit your concerns in writing along with a copy of your credit report to:Fulton Bank P O BOX 4887 Lancaster, PA 17604 Attn. Credit Inquiry Dept.

September 15, 2016Dear [redacted] ,I am writing in response to the above-referenced complaint submitted to The Revdex.com on September 4, The consumer complains that she has made repeated requests to Fulton Bank, N.A(“Bank') to be removed from its mailing lists and that she continues to receive Bank marketing materials addressed to the previous owner of her homeUpon review of the circumstances of this complaint, I determined that we attempted to add this consumer to our “Do Not Mail” list pursuant to her request earlier this yearHowever, due to a typographical error, she continued to get Bank mailingsWe have confirmed that she is now removed from our mailing lists and she will no longer receive marketing materials from us.Thank you for bringing this matter to my attentionIf you have any further questions regarding this matter, please feel free to contact me using the information below.Sincerely,Amy H.Senior Vice President, Director of Customer Insights & Strategy Marketing Department

I purchased a new Toyota Tundra end of January 2019. Dealership said first payment due to Fulton in March. March 4th, still received nothing at all from Fulton. Stopped by local branch on the 4th, a call was made by the teller, and nobody can tell me if it was mailed out or not. I live at the same address for 22 years. They acted like I was impatient. Said my payment is only due on March 15th. March 10th, still nothing, went online to set up an account with Fulton. That failed due to a secret word needed to set up an account, teller gave me account number, but no secret word. So now Monday the 11th, back to the branch, so I can get my loan payment in by Friday the 15th. My first impression of Fulton Bank is not a good one. It's amazing I care about my payment to them, more than they do. Almost a month and a half, and not even one piece of mail from Fulton. Toyota dealership will also get a call Monday, asking them why they use Fulton. ? Northwest Savings for 30 years, never an issue!

07/07/2017Dear *** ***,I am writing in response complaint no***In the Revdex.com complaint, a Fulton customer stated that he had attempted to schedule with a financial advisor several times unsuccessfully to discuss his IRA rolloverThe customer was upset because he was charged a $IRA
transfer fee when he rolled the funds to another institution for service after he was notable to make a connection with the financial advisor located at Fulton Bank.The Bank has investigated this complaint by speaking with all parties involved in the appointment scheduling and identified that the appointment was booked to the calendar of the financial advisor for 3am rather than the original 3pm slot discussed with the clientWe have rectified the scheduling issues so that this will not occur again in the futureAs required by FINRA we have also submitted this complaint to our broker/dealer Raymond J*** for reviewThe $IRA transfer fee was charged in accordance with the bank consumer fee schedule but as a courtesy the bank will be refunding the fee.Thank you the opportunity to respond to the customer complaintPlease contact me if you have any further questions regarding this matter.Sincerely,Jennifer S.SVP, Operations Manager

June 27, Dear ***,We have received your request via the Revdex.com to be removed from any future solicitationsWe have removed your name and address from our solicitation lists so you will not receive any future marketing communication from Fulton Bank or
any of our affiliatesPlease note that if you were to move to a new address within our market area in the future, you will need to submit your new address to us to continue to be removed from our solicitation listsThis can be done by calling us directly at 1-8QO-FULTON-Thank you.Sincerely,

February 28, 2017Dear *** ***:I am writing in response to the concerns you expressed in your complaint to the Revdex.com dated January 30, 2017, regarding a payment refund on a closed loanWe regret that your customer experience did not meet your expectationsI have taken the following steps to address your complaint.As a follow up to our previous letter to you dated February 6, 2017, I have attached a record of the $payment that was returned to *** ** *** on February 6, In further discussions with *** ** *** regarding this issue, we have determined that the third party vendor who processes *** *** online bill payments uses *** ** *** as an agentTherefore, although you made your payment through *** ***, when it was received by Fulton Bank, it shows as being sent by *** ** ***.According to the attached report, your funds were returned on February 6, In a follow up phone call we had today we were advised that if you are not seeing this credit to your account you can contact *** *** Online Bill Pay department and provide case #*** for additional research.Thank you for bringing this matter to my attentionIf you have any further questions regarding this matter, please feel free to contact me using the information below.Sincerely,Georgina CSVP, Loan Operations Manager

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** **

October 16, 2017Dear *** ***:I write in response to the above-referenced complaint of a customer of Fulton Bank, N.A(the "Bank")The customer complained that after having a purchase that had declined twice through his debit card, and writing a check out to cover the purchase, that both the
declined transactions came through to post to his accountThe customer called into the Bank's customer service department to inquire about the debit card transactions and the overdraft fees that paying those items causedHe noticed that the transaction were refunded then thought his credit was revoked so he called back to customer serviceHe said he was told it would take 7-days to get credit for the "declined" transaction and could take up to days to complete the investigation including the refunding of feesThe customer felt he should receive credit immediately considering the bank was aware of the processing issuesI have reviewed the matter, and can see that the Bank received the dispute 9/29/and provided provisional credit for one "declined" transaction that posted on 10/5/then refunded all overdraft fees 10/6/17.The Bank has investigated this complaint by reviewing the disputed items per the customer's call on 9/29/Once the Bank received the phone call on 9/29/17, the disputes department learned that the customer had experienced two declines and then provided a check to pay the merchantThe Bank shows only one debit transaction to have posted to the account on 9/28/17, along with the check the customer presented, which posted 9/29/The Bank was aware of the processing issue, so the service representative attempted to explain the procedure to the customer of the 7-business days to receive the provisional credit, and the full investigation period of days for any Visa network transaction disputeI believe the Bank may not have communicated to dispute process clearly to the customer, which led to the complaint at hand.Our investigation determined that the dispute department handled the situation per our procedures and within the allotted timeframes.Thank you for this opportunity to respond to our customer's complaintShould you have anyfurther questions concerning this matter or require any additional information, please feel free to contact me using the information below.Sincerely,Carolyn B.Manager