Fulton Bank

We have received and reviewed the complaint you Submitted with the Revdex.com regarding the monthly payment on your mortgage loanFulton Bank does not have a WebSite that would enable you to make your mortgage payment onlineYou are able to use the online banking functionality from any
financial institution to send your mortgage payment to usFulton Bank does receive mail delivery daily, Monday through FridayWe apply all payments on the date of receipt to avoid any unnecessary interest charges or late penalties for our CustomersAfter review the information provided to you when you called us, we were unable to find any mention that the representative you spoke with informed you that we only check our mail once a weekThe representative did attempt to Communicate that Fulton Bank cannot predict when mail would be delivered to us based on the date of mailingShe wanted to ensure that you knew to verify any overnight time requirements with the mail delivery service to ensure prompt deliveryI apologize for any Confusion this has Caused.We appreciate your business and understandingIf I may be of further assistance to you, please Contact me at ###-###-####.Sincerely,Amanda B***Loan Group Manager

April 29, Dear ***:Please be advised that Fulton Bank received a signed Affidavit of Forgery from *** ***, ** on March 19, in which he claimed his signature was forged on a Business Debit Card Acceptance CertificateThis is the form utilized by
Fulton Bank for customers to request a Business Debit Card.Fraud Risk Management opened an investigation on March 21, The results of the investigation determined that the document was witnessed and approved by a CSR at the *** OfficeThe CSR stated that in situations where a customer was unable to come to the branch, the documents would be mailed as an accommodationThe customer would sign the documents and return with a copy of their driver's licenseOur employee believes this to be the case involving the account documents signed by *** ***This process has been discontinued and documents must now be signed in the presence of a bank employee.The attached letter was sent to *** on April summarizing the above information and he was provided with documents he requested.I hope this is responsive to the complaint filed with the Revdex.comIf you have any additional questions regarding this matter, please contact me directly at ###-###-####.Cordially,

This Bank is a total rip off. First if you take a look at your accounts they move checks around and don't process them in the order the come in. They will tell you they do but its a flat out lie. Its part of their scam with over draft fees. And don't worry the Office of Comptroller wont do anything because they are in bed with them and allows them to fleece you with no penalty. We had money in the account where it came to $60 short of covering all bills . Now I have no issue with over draft fee IF IT WAS COVERED. This bank will reject it and still charge you over draft fees even though they rendered no service to you. Now I have done banking with FNB bank and they have it where if you are short a certain amount say $5 to 150 they cover it and put up draft fee but you are giving till the end of that business day to bring your account up to balance or you will incur fee. That is VERY fair no issue at all because that is a fair model. Fulton does not do that. One the day in question all the money was put in the bank at 1 pm...every bit of it ( including over draft fee of 37). When we got home 1 hr later someone had held the money and rejected it which brought another 37 fee and then once they had fleeced us all of our money was put back in account. ALL in the same day. Its unethical and they do this to consumers they think is unsophisticated in their set up. No bank should be able to reject small amounts and charge you a fee at the same time for no service rendered. The bank don't give you anything for free so why should they prosper in that situation. I sent a complaint and what FULTON do is send out a letter with the hopes you don't get it or respond. They don't have the decency to call you direct. It is because they don't see you as a customer just a number. These are fact. Just take a look at your accounts and watch how they process it. Its call flipping where they will process the smaller ones with the hope of the bigger one hit your account for over draft fees. You will see checks that was processed before being processed again 2 days later when you put money in. Watch your accounts. They are doing it. FNB is a better alternative because as I stated they give you at least to end of Banking day to bring account to current. I have interview with newspaper and I plan on sending message to consumers that this will continue as long as you have BLIND TRUST with bank like theses that have only motivation to rip you off for profit purpose and hide behind The Bank overseers, Lobbyists and Bank Presidents who make Disgusting salaries for doing it. It is the working class who make the bank these disgusting over draft fees profits not the well heeled because they don't allow it. Wake up consumers!

Fulton Bank's customer service is sub par. They do not stick their necks out for their customers at all. Very few of the employees are knowledgeable.

September 18, 2014Dear [redacted],The purpose of this letter is to respond to compliant ID #[redacted] submitted on 9/15/2014 at 9:47:38AM by a former customer of Fulton Bank, [redacted].[redacted] opened a checking account with Fulton Bank, specifically at our [redacted]...

Office, in 2006. Sometime in 2008, [redacted]'s checking account was subject to additional fees due to NSF activity (non-sufficient funds) as the sole owner of the account. After becoming aware of the NSF activity on said checking account, personnel of the [redacted] Office made multiple attempts to contact [redacted] in an effort to rectify the account status. Our attempts to reach [redacted] were unsuccessful. Ultimately, the account was charged-off & sent to Fulton's 3rd party collection agency, [redacted]. The original balance charged off was $419. To date, [redacted] has paid a total of $135, leaving an outstanding balance of $284.Given the positive steps [redacted] has taken in an effort to resolve this outstanding debt, I have approved and authorized [redacted] to close out the debt account in the amount of $214.06 and remove this debt obligation from [redacted]'s credit bureau immediately. I have been assured by the agency that both steps have occurred and the debt is no longer showing on [redacted]'s credit report as of September 17, 2014.I now consider this matter closed. If you have any additional questions or concerns, please feel free to contact me at ###-###-####. Thanks for bringing this matter to our attention & we hope this resolution is satisfactory both to the Revdex.com as well as [redacted].Kind Regards,Smokey GSVP/Retail Sales Leader

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

July 5, 2017   [redacted] Revdex.com 1337 North Front Street Harrisburg, PA 17102   RE: Case #[redacted]   Dear [redacted]:   We understand that our customer feels that the disclosure should contain the fixed rate schedule for the optional feature of the Option Line Home Equity Line of Credit.  The disclosure presented for this product is for a variable rate line of credit.   If a customer elects to take advantage of the fixed rate option, the various terms available are discussed with the customer and the fixed rate for those various terms are then presented for consideration.   The rate on the customer’s Option Line is currently fixed at the promotional rate of 2.59% APR and is fixed for 12 months from the date of signing.  Afterward, the rate will be a variable rate based on the current [redacted] Prime Rate, currently 4.25% APR.   If at any time our customer would like to fix the rate on their current line balance, we would be happy to discuss the current fixed rate options that are offered on that date.   We appreciate the opportunity to respond to this customer complaint.  Please contact me if you have any questions concerning this letter or require any additional information.   Sincerely,   Michael ** H[redacted] Consumer Sales Manager Fulton Bank. NA Phone:  ###-###-#### [redacted]@fultonbank.com   Tell us why here...

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

September 14, 2017Dear [redacted]:I write in response to the above-referenced complaint. The customer was denied a fee refund for the overdrawing an account. The customer felt since a transaction was rejected a fee should not have been assessed. The Bank has investigated complaint and found the...

account was opened less than 30 days and the overdrawing was not bank error. Under these circumstances a fee reversal was not warranted. With that being said we have agreed to make an exception and refund the fee for the customer. We have sent a letter to communicate our decision to the customer.Thank you for this opportunity to respond to the complaint. Should 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 D. Senior Vice President / Consumer Sales Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 2 weeks ago. Despite 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 indicated. This speaks to their shoddy record keeping and continuation to lie about the sequence of events. I see on the so-called "response letter" that still has not arrived that they finally updated my address which was part of the original problem. Bravo for finally listening even if they have never actually sent the letter and, I'm sure, just created it as a response to my complaint. Furthermore, 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]

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 number. When 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 fact. Unfortunately, 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 records. The employee involved in the most recent erroneous call has also been counselled regarding appropriate customer communication procedures. Finally, 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

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 institution. As part of his...

complaint, he alleged that the advertisement was misleading by showing a 4% APR HELOC product. He continued that the application of different rate schedules for fixed and variable rates was never explained until closing occurred. The customer is upset because he believes that he now has to leave the HELOC open for a 3 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 Bank. The customer's original loan application was submitted online through the Fulton Bank website on May 2, 2017 to refinance existing debt. Accordingly, we reviewed the marketing items that were displayed in our online channel. The ad shared a promotional rate of 2.59% APR for 12 months with a variable rate of 4.00% APR based on qualifying conditions and the Wall Street Prime Rate as of that date. The advertisement also explains the option of locking in your loan to a fixed rate and term based upon a rate schedule. This rate lock would also require a $100 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 office. The 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 closing. At closing, the customer did inquire about locking in the loan, and was informed of the fixed-rate options and terms. At this time, the customer could have abandoned the loan, but chose not to do so. After 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 time. Thus far, the customer chose to not to exercise the fixed rate option. In this instance, the Bank would be willing to waive the $100 lock-in fee 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 option. In addition, the fixed rate option was explained at closing to the customer. Therefore, the Bank does not believe its advertisements or communications with the customer were inappropriate regarding this product. On an additional note, the customer referenced that he needs to keep the loan at a variable rate for a 3 year period. This is not a Bank requirement. However, 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 3 years after origination.Thank you for this opportunity to respond to the customer complaint. Please contact me if you have any questions concerning this letter or require any additional information.Sincerely,Michael H. Consumer Sales Manager

July 31, 2015Dear [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 account. We have concluded our research and are providing the details regarding your mobile deposit:On July 17,...

2015 we received your mobile deposit submission of $250.00 at 9:22PM ET via Fulton Bank’s Android Mobile Banking application. Mobile deposits received after 7PM ET on a business day are processed for the next business date. On Monday, July 20, we approved and processed your mobile deposit. Your checking account received credit for this mobile deposit on July 20, 2015. A confirmation email was sent to your email address on file at: [redacted].comYour mobile deposit consisted of a check copy drawn from a Susquehanna Bank account. We submitted this check copy from your mobile deposit to Susquehanna Bank to collect these funds for your mobile deposit. Susquehanna Bank denied our request to collect these funds. Susquehanna Bank informed us that the check was cashed at a Susquehanna Bank branch on July 21, 2015. 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, 2015. Enclosed is a copy of the cashed check received from Susquehanna Bank and a copy of the check fromyour mobile deposit.With mobile deposit, the bank does not receive the physical check from you. We only receive a picture of the check that you submitted from your phone. The terms and conditions for mobile deposit state to hold checks deposited using this service for 14 business days from the date of your deposit. If you have this check in your possession, you may provide it to us to pursue this matter with Susquehanna Bank.We regret that your customer experience did not meet your expectations and wish to assure you that you remain a valued customer. If you have any questions regarding your account, please contact us at [redacted] or by secure message within Online Banking. We are here to assist you Monday through Friday, 7AM-8PM, and Saturdays from 8AM-3PM ET.Sincerely,Lisa W.E-Commerce Services Manager Online/Mobile Banking

Aug. 9th 2017Dear [redacted]:I write in response to the above-referenced complaint of [redacted], a customer of Fulton Bank N.A. ("Bank"). [redacted] complained that she requested the closure of her checking account on April 24, 2017. The account was not closed on that date as she had...

requested, and it subsequently became overdrawn. When [redacted] became aware of the overdraft fees charged against the account, she went to a Bank branch to resolve the matter. Unfortunately, branch personnel did not correctly identify [redacted]'s attempt to close the account on the system and indicated that she must pay the fees. She complains that the fees were improperly imposed and requests that the fees be waived and the dispute removed from her affected accounts. The Bank has investigated her complaint and has decided to waive the fees and remove the dispute from all affected accounts.Account closing procedures, including the process for researching a request to close, Were reviewed with involved branch staff. An apology has been communicated to [redacted].Thank you for this opportunity to respond to [redacted]'s complaint. Should you have any further questions concerning this matter or require any additional information, please feel free to contact me using the information below.Sincerely,Mark K., Senior Vice President / Consumer Sales Manager

September 15, 2016Dear [redacted],I am writing in response to the above-referenced complaint submitted to The Revdex.com on September 4, 2016. 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 home. Upon 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 year. However, due to a typographical error, she continued to get Bank mailings. We 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 attention. If 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

02/05/2018Dear Revdex.com:I write in response to the above-referenced complaint of a customer of Fulton Bank (the "Bank"). The Bank's customer complained that his Social Security funds loaded on a [redacted] Card were not given to him when he requested a cash advance from the card at...

one of our branch locations. The complaining customer believes that the teller made a mistake while processing the transaction. He is also upset that he asked for his card back and it was not immediately returned to him. I have reviewed the matter, and I found that the teller acted properly in looking in to the transaction due to a "Verification Unavailable" error message that was received through the cash advance machine.The Bank investigated this complaint by interviewing the teller who processed the transaction and the branch manager who made a phone call to the [redacted] Company (the card vendor) to attempt to resolve the problem. The teller stated she was advised to call for verification by our merchant card services department. When she called for the authorization, it was declined and she voided the transaction. When at one point during the transaction the customer asked for his card back, she explained that she needed the card during her phone call to the vendor to attempt to get the issue resolved. [redacted] Company ultimately stated that they needed a letter from the Bank confirming that the customer did not get the cash requested. A letter was approved and faxed to the vendor on two separate occasions in an attempt to help the customer get his funds.Our investigation determined that involved Bank employees performed proper due diligence to verify the availability of the funds for the customer. The employees also worked with the customer to try to get the funds reissued to his card by supplying written verification that no funds were given to the customer at our location. The Bank does not directly control the procedures used by the vendor to process such requests or to confirm appropriate card balances. Bank employees took all appropriate actions to facilitate the customer's requests in this case.Thank you for this opportunity to respond to this complaint. Should you have any further questions concerning this matter or require any additional information, please feel free to contact me using the information below.Sincerely,Mark  K.SVP / 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 address. We 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 $240.00 was returned to [redacted] because your loan was closed at the time the payment was sent. Fulton Bank does not have these funds. Your paid note and a smaller refund due at time of payoff in the amount of $29.59 were sent to your address on file at the bank. According to our records that check was cashed. At this time, there do not appear to be any outstanding issues related to this matter.Thank you for bringing this matter to my attention. Please know that we appreciate yourbusiness. If 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

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 matter. Cordially,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:You stated that the "advertisement also explains the option of locking in your loan to a fixed rate and term based upon a rate schedule"  It is stated NOWHERE within the advertisement that there are two separate rate schedules, please identify where it does.  You further go on to say that I should have abandon the loan at the time of closing.   I was never given a rate schedule for the fixed rate option (still to this day). So I wouldn't have known to abandon the loan at that time.  The only issue at closing was the $100 lock fee.Your advertisement SHOULD STATE that the fixed rate option is based on a different schedule and should link to the current fixed rate options or how it is calculated.
Regards,
[redacted]

I'm rejecting this because I have proof that this signature was forged. I did not sign this document, period. It is very clear that my name and address were written by the other individual.
Again, I need any and all bank statements that I am entitled to for this account. I prefer to do this without an attorney.
This information has been provided to the [redacted], PA FBI office in October 2013.
[redacted]