Normally I am not a formal complaint type of person, but this issue has burned me multiple times with my bank and they have never seen it as a “bank error.” So today, I will stand on my soapbox to spread the word. For the disparagement I have received due to my bank’s negligence cannot go without notice. This goes above and beyond my standard pontification to a real life entanglement with my bank and their utter lack of coherent business practices and policies. The issue has gone as far as to force me to be late on my mortgage payment due to no longer having sufficient funds and to live on a check-to-check basis for the past 5 months while I’m trying to recover from my financial hardship. The issue has to do with the way debits are processed at Charter One bank and how they assess non-sufficient funds based on arbitrary deductions from their accounts.

In this instance, I had multiple debits on hold with the bank. Knowing I had these on hold, I checked my balance on their free online banking. I also know that this is just a tool and does not always reflect accurate balances as I have been told by the bank and may even be posted on the bottom of the page. However, like a good person, I checked my account and I had more than enough funds to cover a purchase I was going to be making even with the things that were on hold.

After selecting my items from Kohl’s that I was going to purchase I went to be rung up, slid my card and was about to sign when I noticed that one item was what I thought to be incorrect. While waiting they canceled that transaction midstream without me signing for it this caused a $56.21 charge to my account. They then “refunded” the money to my account and rung me up with the corrected price on the item causing an additional $50.81 charge to my account. This second transaction then tipped me over my balance and this alone should have cause an NSF charge to my account.

The next day (3-25-10) upon reviewing my bi-weekly pay deposit and balance, I noticed there was substantially less funds than there should have been from the overall balance of my account. At near the same time I received an alert on a text message stating there had been an NSF charge to my account and because I could not see it yet online I called to see what exactly caused the NSF charge.

My bank informed me that it was three charges that posted for my account yesterday 3-24-10 that caused a $117.00 NSF charge to my account. However, these charges were already withdrawn from my account as they were already placed on hold in my account.

Now somehow money that had already been withdrawn from my “Available Balance, ” the balance that subtracts all pending and on-hold charges from my line item balance was now causing me NSF fees due to the now canceled $56.21 charge from the 24th. But my line item balance never went negative, only my “Available Balance.”

I was then told by the bank that they could not reverse these charges because they were not a bank error. I then asked for a supervisor because this is clearly a bank error.

Once on with the supervisor I went through the same discussion as I did with the customer service representative. She too told me she could not reverse the charges due to it not being a bank error. So at this point they could not help me despite one of the transactions having never been authorized by my signature. She also stated they could not put a claim in for these on hold charges because they were still on hold and their system would not allow it to happen. It was at this point that I asked to speak to her supervisor.

After playing phone tag with the next level of supervisor for 2 days I was finally able to speak to him. He however could not assist me in any way shape or form. All he could do was note the account, and tell me to call back and a customer service rep would open a claim for me with no issue. When I asked him why he could not he gave the excuse of “he could not verify my credentials because this was an outbound call and not secure.” I told him I would be willing to take his direct line and call back if that would help, but it was a losing argument. While I had him I also asked if it was going to be possible even if they were still on hold, he said yes, of course, they can open a claim on anything.

I was about to give up complete hope on this issue at this point, and I would have, had I of known what was going to happen next.

I could days later, maybe even a week; I called customer service back again to have them start a claim on these fees. I figured things would go smoothly based on my dealings with the previous gentleman and being armed with the notion that my account has been noted and that they can open a claim on any transaction even ones on hold. At this point, the person I was talking to refused to open a claim and refused to help me because again, it was not a bank error. I of course asked again for a supervisor because I had already been told this is what they would be able to help me with.

The next supervisor also refused to open a claim for me as well citing again that it was not a bank error. When I told him that I had already been through all of this and a supervisor even above him said that they will be able to without an issue he continued to refuse. He then told me that in order for them to put a claim in that I would have to go to the store, and have them draft a letter stating it the charge of $56.21 was by mistake. Then and only then would they be able to open a claim. This was the only name I wrote down, it was Chuck Simpson –412-867-2700 fax – 412-867-2831 DID.

This is finally when I gave up and let the bank take my money. Despite knowing that it was the second time they had done this to me just this year. In all this year I’ve received a whopping $429 in NSF charges. Albeit, at least one of them possibly just, but certainly not the other $390 worth. And even the one, should be reviewed as that transaction never posted to my line item balance because Kohl’s happily refunded my $56.21.

Today again, I have renewed strength in my disdain for Charter One bank because I again look at my account and see it in the red. However, this time I know it is not due to me as me on hold transactions total $697.64, with the caveat of an additional $13 in gas spent this morning making the total $710.64 with a line item balance of $721.94 and an available balance of -$15.70. Something just does not add up.

So it’s my hopes that sending this to the Office of Thrift Supervision, my personal web site, and every other public outlet that I can find, that Charter One will receive what they have coming to them, a full customer revolt. These charges are not ok with me, these charges are not just, the bank and their reputation should pay for the financial hardship they have put me in for the last 5 and a half months. I just cannot wait to close my account with Charter One and switch to a bank that offers good customer service, and less fees.

This bank has done the last wrong by me. I have put up with their crap for far too long. I'[ve read all the other complaints on this board about them, and the way they charge their fees. It's all true. It stinks! It is beyond comprehension that a place can get away with this. THEY ARE ROBBING US BLIND PEOPLE! HERE IS YOUR CHANCE TO GET OUT! It's not only this "bank". It's all of them. Put your money in a fire proof safe in your house, under your mattress, inside your wall...tape it inside your toilet, or to your freezer door...hell, put it in a shoebox and bury it in the backyard. Any of these options would be better than padding their pockets. Americans have become FAR TOO reliant on banking institutions, and the supposed security they offer. We need to go back to the way our forefathers saved money. Why keep making the rich, richer? Oh come on, they sleep like babies while we toss and turn in worry and frustration. Congress is making laws to protect us...government is trying to help...it's all a load of B.S. This is only the start, but people, WAKE UP AND SMELL THE STENCH! I would much rather pay Currency Exchange $$ to cash my measly check, than fork over $156 to this damn bank for fees they are charging that don't add up, aren't fair, don't make any sense and just plain infuriate me. THe stupid lady behind the stupid desk with the stupid name plate, looking at me like I'm an idiot and can't keep a check register...oh...I would like to see my paint pellets decorating her stupid face. It feels good to vent, but this needs to stop. There needs to be a class action law suit brought against this joint, and FAST. Any lawyers interested in a massive suit?

Charter one is constantly applying overdraft fees to our account when we haven't gone overdrawn. In the last two days we've encountered $312 worth of fees. I'm so outraged that they keep taking our money like this. Their online statements are never clear about what is available. We have put cash into this account and tried to make a purchase two days later and the money has been "held" until we make some purchases and for each purchase they charge $37. I'm not adverse to overdraft fees if I know exactly what they apply to and are clear. But these people are charging us through the nose at the end of every month when we are trying to do our best to stay afloat. They are not willing to budge on any of these unjustified fee's and if you look at our statment, there are two fee's for $156 each in the last two days and I don't even know what these apply to because we weren't overdrawn until they applied those fees. I'm so horrified. Can these people legally rip off innocent people like this? I've tried to copy our statement below to show that we weren't overdrawn until they took the fees. I'm not sure if it's clear because it's all squashed up in this format. But we didn't go overdrawn until they took our money. Surely with all the complaints against them, there could be a case made to get our money back. They are robbing their customers. We admit that we are struggling anyway in these economic times and these people are truly messing us up. Particularly when we have a baby on the way. I've emailed them with no response. My husband spoke to three different people on the phone yesterday and they said have no power to help him. We've been told that one of the managers will call him back, but we are not holding our breath. I've never encountered such a lack of professionalism. I suck it up and incur the fee's when they are justified, but this is not justified. Should we take it to a small claims court?


02/02/2010 Insufficient Funds Fee eNotice $156.00 $3.04

02/02/2010 Credit Memo $6.10 $159.04

Memo: GREEN$ENSE CASH

02/01/2010 POS Debit $14.68 $152.94

Memo: #03455 JEWEL CHICAGO IL 4326

02/01/2010 POS Debit $15.01 $167.62

Memo: EXXONMOBIL NAPERVIL IL 4318

02/01/2010 DBT Purchase $24.80 $182.63

Memo: PARKWAY DRUGS - GLGLENCO IL 4318

02/01/2010 DBT Purchase $95.00 $207.43

Memo: EVANSTON ATHLETIC 847-8666190 IL 4318

02/01/2010 Insufficient Funds Fee eNotice $156.00 $302.43

02/01/2010 Deposit $150.00 $458.43

02/01/2010 Deposit $250.00 $308.43

01/29/2010 DBT Purchase $6.00 $58.43

Memo: UNIVERSITY OF CHICCHICAGO IL 4318

01/29/2010 DBT Purchase $11.86 $64.43

Memo: U CHIC HOS AUBONPACHICAGO IL 4326

01/29/2010 POS Debit $28.00 $76.29

Memo: Dominicks Store 11EVANSTON IL 4326

01/29/2010 POS Debit $54.64 $104.29

Memo: Dominicks Store 11EVANSTON IL 4326

01/28/2010 POS Debit $22.84 $158.93

Memo: CVS 03901 Evanson IL 4318

01/28/2010 POS Debit $37.06 $181.77

Memo: CVS 03901 Evanson IL 4318

01/28/2010 Check 1231 $40.80 $218.83

01/28/2010 DBT Purchase $47.00 $259.63

Memo: BLACK HAIR SKIN 60CHICAGO IL 4326

01/28/2010 Deposit $125.00 $306.63

01/27/2010 DBT Purchase $1.75 $181.63

Memo: CHICAGO PARKING MECHICAGO IL 4326

01/27/2010 DBT Purchase $11.00 $183.38

Memo: UNIVERSITY OF CHICCHICAGO IL 4326

01/26/2010 Check 1230 $30.00 $194.38

01/26/2010 DBT Purchase $36.34 $224.38

Memo: L2G*PETS BEST INS 1.877.PETSBESID 4318

01/25/2010 POS Debit $35.12 $260.72

Memo: AGI*RENTER INS EXC800-370-1990 FL 4318

01/25/2010 POS Debit $75.47 $295.84

Memo: WHOLE FOODS MA Evanston IL 4326

01/25/2010 ATM Cash $160.00 $371.31

Memo: 525 MAIN STREET EVANSTON IL 4326

01/22/2010 DBT Purchase $30.20 $531.31

Memo: SHELL OIL 21226220EVANSTON IL 4318

01/22/2010 Check 5022 $1, 360.00 $561.51

01/21/2010 DBT Purchase $31.76 $1, 921.51

Memo: TOMMY NEVINS PUB EEVANSTON IL 4318

01/20/2010 DBT Purchase $1.75 $1, 953.27

Memo: CHICAGO PARKING MECHICAGO IL 4326

01/20/2010 ATM Cash $60.00 $1, 955.02

Memo: 525 MAIN STREET EVANSTON IL 4318

01/19/2010 DBT Purchase $7.13 $2, 015.02

Memo: BROTHERS K COFFEEHEVANSTON IL 4318

01/19/2010 DBT Purchase $18.68 $2, 022.15

Memo: BUY BUY BABY #3017SCHAUMBURG IL 4326

01/19/2010 DBT Purchase $22.70 $2, 040.83

Memo: DAVIS ST CLEANERS EVANSTONE IL 4318

01/19/2010 DBT Purchase $24.17 $2, 063.53

Memo: FUDDRUCKERS #126 SCHAUMBURG IL 4318

01/19/2010 DBT Purchase $24.41 $2, 087.70

Memo: EGG 'EM ON CLARKE'EVANSTON IL 4318

01/19/2010 DBT Purchase $31.62 $2, 112.11

Memo: LUCKY PLATTER EVANSTON IL 4318

01/19/2010 POS Debit $46.56 $2, 143.73

Memo: #03428 JEWEL EVANSTON IL 4318

01/19/2010 POS Debit $125.89 $2, 190.29

Memo: Dominicks Store 1CHICAGO IL 4326

01/15/2010 Check 1210 $550.00 $2, 316.18

01/14/2010 DBT Purchase $2.75 $2, 866.18

Memo: BURGER KING #1664 EVANSTON IL 4318

01/14/2010 DBT Purchase $5.59 $2, 868.93

Memo: STARBUCKS USA 0000LAKE FOREST IL 4318

01/14/2010 DBT Purchase $62.63 $2, 874.52

Memo: EVANSTON 1ST LIQUOEVANSTON IL 4318

01/13/2010 DBT Purchase $1.75 $2, 937.15

Memo: CHICAGO PARKING MECHICAGO IL 4326

01/13/2010 DBT Purchase $2.15 $2, 938.90

Memo: STARBUCKS USA 0002EVANSTON IL 4318

01/13/2010 POS Debit $27.02 $2, 941.05

Memo: #03428 JEWEL EVANSTON IL 4318

01/13/2010 DBT Purchase $37.95 $2, 968.07

Memo: EVANSTON IL PARKIN888-2329326 IL 4318

01/13/2010 ATM Cash $50.00 $3, 006.02

Memo: 727 NORTH BANK LANLAKE FOREST IL 4318

01/13/2010 Foreign ATM or POS Fee $2.00 $3, 056.02

Memo: ATM FEE

01/12/2010 POS Debit $15.91 $3, 058.02

Memo: BARNESNOBLE Evanston IL 4326

01/12/2010 POS Debit $23.42 $3, 073.93

Memo: GAP USA Evanston IL 4326

01/12/2010 Preauthorized Debit $37.63 $3, 097.35

Memo: COMMONWEALTH ED ONLINE PMT

01/12/2010 Preauthorized Debit $60.00 $3, 134.98

Charter One Bank somehow chrged me a huge amount of fees (similar ro many other complaints about this issue) Not able to pay the fees (and not believing I should pay the 'bogus' fees) they withheld the money from my paycheck. I wrote checks assuming my pay check was there to cover the amounts. This led to all sorts of problems in paying other bills.And it led to more bank fees. I deposited cash on a Friday morning. this amount was not in my account the following Monday, so there were more overdrawn fees, of varying amounts. The fees snowballed into another large amount. I had my pay check automatic deposit go to another bank. Charter One took the money (over $1, 400 )from my checking account at the other bank. How is that possible? hOW IS THAT LEGAL?

There policy is to process items that come in to your account the higher amount first for that day.

So here is my kick in the face!!!

I had 2 items that came in one day that had already posted. my account balance was roughly $120.00 then I had a credit card payment come in and instead of returning the item due to insufficient funds because the debit was for $277, they process it in front of the other two credit card withdrawls because that was the higher amount that came in that day, needless to say it set off a negative balance and then they charged me an NSF for every item after that. I checked my balance and I had plenty of money for my gas and debit for walmart earlier that day. This is how this bank makes it's money. please I am asking everyone that deals with this bank watch your statements because they will nail you.

Instead of processing the items as they come in they process them higher to lower for that day doesn't matter if what's been already posted. Therefore if something unexpected comes in you are going to pay their NSF fees. I have been fighting with them and cannot get anything resolved. I have been a customer with them for 13 years and this is what they do to you. Just plain out "BAD BANKING". I cannot believe they are doing this to me. They knew I didn't have enough to cover the withdrawl they should have returned the item. I have never heard of processing items like that, the way they want, so they can take your money. I am not thru this this bank! I am so pissed!!!