Warning: LONG. This is the current status of an email exchange. I admit I was snide in my second email, which I was forced to break into two submissions due to character restrictions on their submission form. However, the fact that all I got back was the same canned reply, twice, from the same person, makes me feel as if customer service didn't much bother.
From: Alix
Date: 11/14
Subject: Overdraft charges
Message:
Message: As of today's date, there are 8 unassociated overdraft fees appearing on my account. One is dated 8/28, one 8/29, and 6 are dated to yesterday, at which time NO NEGATIVE BALANCES ARE POSTED.
I see six transactions pending, dated to 11/15, not 11/13 when the overdrafts are being charged. While these transactions do cause overdrafts to occur, only three of them are LEGITIMATE overdrafts, the other three are caused by the pre-assessment of illegitimate and only questionably legal, fees.
Unless National City can legitimately prove that these fees are the direct result of ACTUAL overdrafts, then I insist the fees be removed.
From: Online Banking Support
Date: 11/15
Subject: RE: Overdraft charges
Message:
Dear Alix,
Thank you for contacting us on November 14, concerning your account.
After reviewing your account I see that on November 13, you had available to pay items $10.24. You then had items come in for $5.29, $1.47, $10.20, which caused the first overdraft fee. You then had $3.26 and $2.28. You were also charged overdraft fees for these items.
We sincerely apologize for any inconvenience that this may have caused you.
If there is anything else we can assist you with please contact us at the number below.
Visit us again at www.nationalcity.com or call us directly, 1-888-622-4932. Online Specialists are available Monday through Friday 7 A.M. To midnight ET, and Saturdays and Sundays from 8 A.M. To 9 P.M. Et. We are closed on major holidays.
Karen X-Online Banking Support
From: Alix
Date: 11/15
Subject: RE: Overdraft charges
Message:
Dear Karen X,
You see, this is Why I requested a LEGITIMATE accounting. The way I calculate it, given the information contained online, at the end of the day on the 13th, I had an actual balance of $116.64 (before pending charges,) with an additional $111.57 deposit pending. Which means that all five of the charges YOU mention would have been more than covered.
What shifts things is the reprehensible 'industry practice' of charging overdraft fees on PENDING overdrafts. If the bank hasn't paid the charge, they lose exactly NOTHING. Especially since in this particular case the pending charge for $140 either will not happen, or will be almost immediately reversed. This charge was to pay for taking the GRE, and a transfer of funds is already scheduled to cover this cost. Now I have to defer scheduling my GRE until this matter is resolved.
I have no problem paying overdraft fees when I ACTUALLY overdraft. That is my own error, and I accept responsibility. But it is in no way excusable for you to charge me for overdrafts that NEVER HAPPEN. Anticipating incoming charges is a useful thing, but since the bank CANNOT seem to anticipate whether incoming deposits will have a hold or not, and WILL NOT post refunds in a timely a manner, it seems outright fraudulent for the bank to charge me overdraft fees for pending charges. The defense that this is industry practice is bogus, and a delibrate dodge of corporate responsibility. The fact that 'everyone does it' does not make it right, it DOES not make it fair, and it does NOT make it ETHICAL.
CONTINUED in a second email.
From: Alix
Date: 11/15
Subject: RE: Overdraft charges SECOND HALF OF REPLY
Message:
What makes this all worse, in my perspective, is that very nearly the exact same thing happened on my second account, a joint account I share with my fiancee. He made a deposit in good faith to cover POTENTIAL, PENDING negatives, and was then assessed three overdraft fees, immediately guaranteeing that the deposit he made was not sufficient, and that the charge he then made thinking his account was positive again will incur yet another fee.
Again, I must insist that ALL OF these fees be refunded to BOTH of my accounts. I also ask that you actually read the email I sent, and account for the overdrafts posted on the 28th and 29th of August of this year as well. This practice MUST STOP IMMEDIATELY. The fact that banks exist solely to rob their less advantaged account holders of their money is not a new concept to me. The fact that your bank does it so crudely, so blatantly, and so consistently make me ashamed to do business with you. I have already, on several occasions, recommended AGAINST doing business with you to friends and acquaintances. I have maintained my accounts, in spite of several reasons, above and beyond today's issues, because you offer the pink ribbon debit VISA. After this most recent instance of calumny, usury, and downright defrauding on National City's part, I am reluctant to continue this relationship, especially since it has been so lucrative to National City, and so disadvantageous to me — to the tune of $640 since August alone. That is one month's basic expenses for me. What is it to you?
From: Online Banking Support
Date: 11/16
Subject: RE: Overdraft charges SECON
Message:
Dear Ms. X,
Thank you for contacting us on November 15, concerning your checking account.
I understand your concern about pending transactions on your account. When your VISA CheckCard is used to complete a transaction the funds are shown as pending on the account. VISA CheckCard transactions are guaranteed funds to the merchant, which is why they honor the card as a payment. The funds are then set aside for the merchant because they are guaranteed. Please keep in mind that pending transactions do affect the available balance and could cause items that are posting to the account to receive overdraft fees or NSF fees. Once again, I apologize for any confusion concerning this posting process. We do not recommend using your VISA CheckCard if the funds are not available in the account on that particular date and taking into consideration any outstanding transactions.
Visit us again at www.nationalcity.com or call us directly, 1-888-622-4932. Online Specialists are available Monday through Friday 7 A.M. To midnight ET, and Saturdays and Sundays from 8 A.M. To 9 P.M. Et. We are closed on major holidays.
Adam X - Online Banking Support
From: Online Banking Support
Date: 11/16
Subject: RE: Overdraft charges
Message:
Dear Ms. X,
Thank you for contacting us on November 15, concerning your checking account.
I understand your concern about pending transactions on your account. When your VISA CheckCard is used to complete a transaction the funds are shown as pending on the account. VISA CheckCard transactions are guaranteed funds to the merchant, which is why they honor the card as a payment. The funds are then set aside for the merchant because they are guaranteed. Please keep in mind that pending transactions do affect the available balance and could cause items that are posting to the account to receive overdraft fees or NSF fees. Once again, I apologize for any confusion concerning this posting process. We do not recommend using your VISA CheckCard if the funds are not available in the account on that particular date and taking into consideration any outstanding transactions.
Visit us again at www.nationalcity.com or call us directly, 1-888-622-4932. Online Specialists are available Monday through Friday 7 A.M. To midnight ET, and Saturdays and Sundays from 8 A.M. To 9 P.M. Et. We are closed on major holidays.
Adam X - Online Banking Support
From: Alix
Date: 11/16
Subject: RE: Overdraft charges
Message:
I'm sorry, did you actually read the email I sent? The fact that you sent two identical canned replies to what was clearly intended to be one email tells me 'no.' It also tells me that the customer service that "Shane" raves about over at usacomplaints.com does not extend to giving the customer the courtesy of actually listening to their complaint.
I have no confusion regarding the overdraft fees. National City is charging me overdraft fees for overdrafts that never happened. See? I'm not confused.
You however, seem to ignore the messages I send, and send me canned replies. I'd like someone to actually READ the messages, and then refund the fees. End of story.
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