Complain about a product or service

Charter One Bank

Francine of Orland Park, IL October 27, 2009

Charter One Bank some how is holding bank transaction that are of lower value to allow the larger transactions to hit the bank account balance first. Even if the transactions was done on a different date or days apart. This allow the bank to charge you more than one overdraft fee when only one should have been issue. I may have been off balance before but.

When I call in for my balance it says one thing vs what the statment says. This must be stopped. There's must be a away to protect the consumer from this kind of privacy bank logging. We have no way of monitoring our money until after it had been processed by the banks. (How do we know when it the actual transaction is posted or how long they are holding it) Sometimes I have waited for days before I notice the transaction. Why did it take so lone to post.

I feel if they can monitor the ATM machines then we should be able to use our receipts to verify when transaction are done. Meaning When the date and time of the computer receipt is printed then that transaction must be posted according to the date and time. And must be processed within the 24hrs window. Just a suggestion we(consumer) need to fight this matter.

Where is our over draft fee being used for and why so much? I was told it was a processing fee. What to punch a button or watch the computer calculate it for you. One state fought and keep the fees down to 5.00. Some one help us put a stop to this or at least keep the fees down to a minimun like the other states have.

Not enough money to cover my in coming bills, mortgage and food. 278.00 is a lot of money at one time when in stead they paid out the large bill first and I had 5 little transactions I knew to be ahead of the large transaction. A 39.00 fee for each overdraft. What is it going to be next year 45.00-50.00

Daniel of Rossford, OH September 18, 2009

I deposited a check on 9/9 and was told by the teller that it would take 24 hours for the check to clear and the funds to become available. I went online the following day and checked the balance, the funds were available that day. I transfered some of those funds from my checking into my savings that same day. Over the next 4 days I made some large purchases.

On 9/15 I received a letter in the mail from Charter One Bank telling me that they've put my deposited funds on hold and that they would not be available to me until 9/16. When I checked my account online the following day I had 200 in "Innsuficient Funds" fees. I immediatly called the bank's customer service line and after explaining what had happened and requesting the fees to be reversed, they refused. I asked for a supervisor who not only refused to return my money, but also told me that they were going to take an additional 155 in fees that same day.

I left work early and went to the local bank branch where I spoke with the bank manager. She confirmed that the funds were available to me on 9/10 but that the bank decided to put the funds on hold to re-verify with the third-party bank. This I was told was done to protect me. She also asked why, after I received the letter did I not transfer some of the funds from my savings back into my checking account. When I looked perplexed and told her that the bank had put the funds on hold, she explained that the funds I transfered to my savings were not put on hold, just what I had in my checking account at the time. This baffled me, but when I asked for the fees to be reversed I was told that it wasn't a bank error that caused the "Innsufficient Funds" fees and that she would not refund my money.

I asked to file a customer complaint with the regional manager. The bank manager typed and emailed a customer care complaint to the regional manager (who is on vacation) and told me she would get in touch with me in about a weeks time. This has cost me over 350 (about a weeks salary for me).

Brittany of indianapolis, IN July 23, 2009

My complaint with Charter One Bank began on 07/08 when I made my August payment two weeks early. I was unaware that you are not allowed to make your payments early. I called immediately when I noticed my payment went to principal and spoke to LaSHonda. After this phone call I had to make several more to fix this payment. After assuming this was fixed I went Charter One’s website to make an online payment of 200.00. I never received confirmation that this payment processed, so concerned I called and spoke with a gentleman at Charter One.

He stated there had been no payment made for September online or at all (payment was not due for another week). The following day I went to a branch and wrote a check for September’s payment. Then to my surprise both payments cleared. I called Charter One to ask if they could back this extra payment off and send it back or apply it to my October payment. After speaking to several reps I spoke with a supervisor by the name of Pat. He stated he could issue a check or apply it to October. I assumed this was resolved. Approximately two weeks later I started getting Credit Counseling letters. I called everyday for a week and would get the same run around and would assume it was taken care of. Then I would have another credit letter in the mail. I would call once again. Not only was the undeserved letters humiliating I began to get phone calls at work. For one I was doing my part for something that was not my error and two then everyone knew my personal business.

Finally, I called the Regional Manager and listened once again “how I cant make early payments. (Which I did not do. I was being responsible when I called and I am told “there is NO RECORD of payment). This was finally properly backed off and corrected after three months of battling. My troubles began again on 04/22/09 when I went to my local Charter One to make a payment and was denied. I had NO NOTIFICATION that Charter One was changing to Old National nor that I could not make payments there anymore. I immediately called the number on my statement and spoke with Jack. He stated that I could make a payment with him on the phone and pay 12.50 or pay for a stamp and mail it. He did offer automatic deduction but never sent the paperwork. I chose to mail it. The following payments I used my own financial institution’s Home Banking. My June payment was due on 06/23 and received on 06/22 and entire payment once again went to principal. On 07/13 I received my statement and noticed this error. I called and spoke with Cindy and she stated this was their error and would be corrected. On 07/14 I received a credit counseling letter.

I called once again and spoke with Brittany. She said give it 3-4 business days. On 07/15 I received another letter and this time a phone call expecting payment. I told Frank I had called twice already in two days. Which was not showing and wanted confirmation that my July payment which is due on 07/23 would be sent promptly? I feel I have been harassed by Charter One several times and I want it to stop. I totally believe that this will continue to happen since I have already had several instances. I have excellent credit and faithful payment history with all of my creditors, so I do not appreciate this type harrassement! I make my payments on time and over the amount. Somewhere in this situation fault needs to be found with Charter One’s ethic practices? This is causing me undue stress and time that should not be happening. I PAY MY BILLS. Thank you for your time and please notify me if my situation has any legal merit.

Richard of Belvidere, IL March 26, 2009

A few months ago I got a letter in the mail offering a month free payment on my home equity loan if I send them a 35.00 fee. so I did that I thought they were giving people a break since the economy is so bad. since I had the free month I paid the next statement. so far no problem. when I got my next statement It showed that I had to pay 174.11 which is my normal payment but when I looked at the interest it showed I was paying 167.18 in interest and 6.93 was going towards principal. this is on a loan at 6.99%.

Now I feel they ripped me off the one month payment and 35.00. they basically got me for 200.00. they told me on the phone that that was business and they hung up on me. In my opinion this was a scam on there part to get free money out of there good standing customers. since banks are not doing well I feel that this was an attempt to get free money. If I knew that I was giving 200.00 of free money to miss one payment I would not have done that. they told me that was the interest that accumulated over the free payment month.

so basically it was not a free payment but a way for them to get free money out of there customers. I am not sure how many people did this, but it is probably thousands. but to me that is wrong on there part. I am not sure if this is fraud but it sounds to me like it is. please let me know if there is anything you can do. but in todays economy no wonder banks are getting a bad name.

lost 200.00 and it could be nation wide

Mark of Twin Peaks, CA March 10, 2009

While my wife was having twins in the hospital, Charter One Bank was secretly eliminating the equity in our HELOC. No payments have been missed, we owe no balances on revolving credit, and our credit score is stable. I'm assuming the reason is Charter One thinks there isn't equity in the home. Too bad they don't have any people in Claifornia to check out the reality of real estate. Some places have declined 50%, other places have not. Why no phone call or other communication the elimination of available credit? What if I had a check out and it bounced? Who makes the decision regarding equity in a home?

Since banks own politicians, I'm sure what they did was legal? Well, I'm not sure. From what I have read, banks can make geographic decisions they way CHartet One did. It looks as though they are comparing my home with homes not in my area, and since the interest rate was at 2.5%, they wanted to dump the loan for something better. Banks have their cake, eat it, and the rest of us too.

Wendy of New Haven, MI June 28, 2008

We have been Charter One customers for years, we have used the bank for many purposes, loans credit cards, etc. We believe that this shows bank loyalty. Over the past few years; we believe that we have been charged a huge amount of overdraft fees for charges that should have not been authorized if the account couldn't deduct the funds needed. We understand that if the account is low on funds we shouldnt place additional charges on the account. We have never intentionally used my debit/bank card to run ourselves into overdraft charges, they are expensive. Our issues is that an overdraft of 4 on our account should not run the account into a 220 (or higher) negative balance, no matter the situation.

We have been customers for 5 years and think that this is just a bad way to treat customers. Also, if the account is in overdraft status why does the bank approve additional purchases on the bank card? I think it is to rack up money from their customers! This should be illegal! Whatever the cause, as a loyal customer for years, I dont believe a 4 overdraft charge should rob us of hundreds of dollars from our checking account! On 5/29 we went to my Charter One branch and applied for credit overdraft protection, they approved us on the spot (so the banker told us).

One month later (6/26) our account went into a negative balance, the overdraft protection did not kick in. As of today I have another 507 of overdraft charges on my account. I called the bank today (6/27),and explained the situation and they stated that they dont do automatic applications; you have to fill out a paper application. The manager stated that there was no overdraft protection on this account! This is not true! Not only did the overdraft protection kick in the bank manager denied that they approved my overdraft protection!

I believe these charges in the month of June should be reversed. We have been charged 741 in overdraft charges in the past 2 months (not to mention thousands of fees in the past 4 years). I am done fighting with this bank and will consider changing banks if the charges on my account are not reversed!

Deborah of Hudson, OH February 18, 2008

Our checking account is not protected by any service that this bank offers. Due to our credit score and lack of any Savings Account, when a mistake happens were are at their mercy. We have paid almost 3,000.00 in one year. Maybe the time has come for us to not use a checking account anymore.

R. of Toledo, OH August 24, 2006

Of the four banks Ive ever banked with, Charter One Bank is the WORST. I only bank with Charter One today because they are within walking distance. I’m hoping these complaints will embarrass Charter One to act in a positive manner that will satisfy not only me but all their customers.

Note: Ive discussed all of these peeves NUMEROUS times with Charter Ones customer service personnel. None of my following complaints have been addressed.

1) Paint the parking lot so that customers know where to park. The parking lines have worn away. Everytime I park at the branch nearest to me (South Detroit and Glendale Avenues in Toledo, Ohio) its a guessing game as to where the parking lines are.

2) Reduce the number of transaction (transfer / withdrawal) slips to ONE. Numerous times Ive filled out the wrong

slip, and once a teller made me do it over using the correct slip, which really flamed my butt. Filling out only one slip makes it easier and faster.

3) After I make a transaction, printout my current BALANCE of that account. The current receipt only tells me is the date and amount of my transaction. It should display my current balance. One teller was nice enough to handwrite my new balance on my receipt. I didn’t ask her to do that, which makes me believe even Charter One employees would like to have that service. Your system should do that AUTOMATICALLY. This is a no-brainer. All of my previous banks provided this service. Fix this one pronto.

4) Give your customers some privacy when they talk to the financial assistance inside the branch. I don’t want my neighbors to hear and know my financial business. Put up some portable partitions. Once I had to whisper so that the next customer wouldnt hear what I told the assistant. That’s rediculous. 5) Combine my checking and money market account monthly statements in ONE mailing. Why use two envelopes and postage when one would do? 6) One my monthly statements, show my transactions from the first of the month to the end of the month. Because I opened my accounts in the middle of a month, my monthly statements show my transactions from the middle of one month to the middle of the next. The system is set up to allow business customer this service but not regular customers. Why the discrimination? None of my previous banks did this nor do I know of ANY other bank that does this. I was told the only way I MIGHT get this changed is to cancel my accounts and open them back up on the first of the month. I have direct deposit. I shouldnt have to cancel my accounts on one day and open new ones on the next. That is REDICULOUS.

Ronald of Sevierville, TN November 28, 2004

Ref: www.charterone.com (web site) Happened, and current: Misrepresentation of Interest rates on all accounts at their bank. I have been with this bank since it was First Federal in 1990 and never thought that they would misrepresent as they do and have the rate on the internet.. I had siged up for checking in Toledo, and continued to use, upgrade, go to internet usage through the years only to find about a week ago that the rates showing on the internet do not apply to almost any account.

I just converted temporarily to a PRIVILEGE account showing a rate of 2.47% on the internet.. Guess what? It is good to 1/6/05 only, then converts with the required balance of 10,000 to .75%. This is a fraud, misrepresentation, etc. There is no place on the web site to actually get the real rate of return, and they intentionally misrepresent to get customer. I called on about a 1 year old account (Energized) and found they are paying 1% when the site showed 1.99% and has now changed to .75%.. I asked to have my interest restored at the 1.99% to 2.50% where it was when I opened it.

Obviously they refused.

Pam of Schaumburg, IL July 10, 2004

This all started with a very simple thing--I wanted to open an account with Charter One and called the local branch in Hoffman Estates, IL to ask if Sunday afternoons were busy or not, so I would know if that was a good time to stop in. The first call I made to the branch, I was hung up on. I chalked that up to an inadvertent mistake, and called back. This time my call was immediately routed to their Customer Service office in Cleveland, OH. I called a third time--same thing. I called a fourth time, same thing, so by this time I am assuming the branch is too lazy to pick up their phone and they're automatically transferring calls over to Cleveland, so I decide to stay on the line and request a manager's name in order to alert them to the poor customer service I received, and let them know why I changed my mind about opening an account with their bank.

After waiting 22 minutes, I got a particularly rude and brutish female on the line who proceeded to berate me. According to this cow, it was totally my fault that the branch hung up on me, and my fault that I kept being automatically transferred to the Cleveland Office. She knew, apparently by telepathy, that I was punching the wrong buttons on my phone. Because of this, she refused to give me a manager's name and then proceeded to hang up on me. All this time, my significant other has been listening to this conversation, as I hit my speaker button when he entered the room and let him listen in. His comment when I hung up, and I quote: "That black bitch should be reported. She's an embarrassment to me and my entire race." Yes, FYI, he is black as well. So, at his urging, I call the Cleveland office back again and again request to speak to a manager.

This time they transfer me to "Victoria". I tell her my story. Victoria tells me that since I'm not a customer, she can't do anything to track down the ignoramus who hung up on me. Basically, her attitude was "why should I care about you if you're not going to give us your money?" By now I'm beginning to think this bank must have a corporate culture that encourages people to be a--holes. Maybe they get points for it or something. But no, it gets better. Since I got nowhere with Victoria, the Manager of Cleveland's Crappy Customer Service, and at the urging of my significant other, I once again dial the Hoffman Estates branch and this time get a live human being. After repeating this sad tale yet again, she pretends to be so sorry about my treatment and urges me to come in and open an account. I basically tell her if this is a sample of their service, I'd rather have a root canal, and for the 100th time now, request a manager's name to write a complaint letter to. She gives me the number: 877-321-BANK and says this is the Corporate Office and I should ask for the Operations Manager. My significant other calls the number. He gets a recording with a breathy female voice telling him not to hang up. He hangs up. (BTW, he tried 3 times to be sure he wasn't misdialing. Miss Breathy Voice answered all 3 times.)

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