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The good, the bad, and the ugly - discover what customers are saying about Charter One

Welcome to our customer reviews and complaints page for Charter One. We understand that making informed decisions about where to invest your time and money can be challenging, which is why we've created this platform for our community to share their honest feedback about their experiences with Charter One.

On this page, you'll find a comprehensive collection of reviews and complaints from real customers who have used Charter One's products or services. Our reviews are authentic and unbiased, providing you with a complete picture of the company, its products or services, and their customer service.

Whether you're considering doing business with Charter One, or you've already had an experience with them, our community's reviews and complaints will give you a valuable perspective on what to expect. Our goal is to help you make informed decisions about where to invest your time and money, and we hope that our platform will be a valuable resource for you.

Please feel free to browse our reviews and complaints and share your own experience with Charter One. Your feedback is an important part of our community and will help others make informed decisions.

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8:21 am EST
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Citizens Financial Group, Inc. &Did you kow you are in your grace period& calls

For the past 30 years, I have paid my mortgages on various houses I have financed - ALWAYS on time. I figure that even if you don't have anything else, you still need a place to live, so that bill gets paid first.

Since December of 2009, Charter One Mortgage has begun calling mortgage holders 3 days after the due date 3-5 times per day to offer to take the payment over the phone, and warn me that I am now in my grace period.

Having never missed a single mortgage payment in 30 years of paying them, I was shocked at the collection style call. I asked the operator who called how many payments I had missed in my 3.5 years of being with Charter One. She promptly told me 'none, and would you like to use a mastercard, visa, amex, or direct debit to pay the mortgage today?"

Whn I replied no, she asked me when I would be making the payment. I had been typing in the background furiously to log on to my bank and see if the paynent had cleared yet, and it had cleared the day before. I informed her of that, and she told me "that her records showed no payment had been made, and would you like to use visa, mastercard, amex, or direct debit to pay it right now?".

When I asked for a supervisor, she argued with me that until the payment was made, no supervisor would be provided. I hung up. In January of 2010, my payment cleared my bank on the 4th, and on the 4th through today, the 8th I have received 3 calls per day from them.

If you use the grace period to pay your mortgage in, DO NOT use Charter One, or their collections department will begin to abuse you every month!

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HELLO CREDIT UNION
, US
Jul 15, 2010 3:59 pm EDT

CHARGED FOR TWO SUSTAINED OVERDRAFT FEES EVEN THOUGH BANK SENT NOTIFICATION OF THE OVERDRAFT VIA BULK MAIL.

NO WAY FOR (NOW EX) CUSTOMER TO AVOID SUSTAINED OVERDRAFT FEES.

BANK SCAM IS TO PILE UP FEES BEFORE ONE CAN REACT TO CORRECT ONE'S OVERDRAFT ERROR.

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marriedtotightwad
Livermore, US
Jul 31, 2012 10:53 am EDT

The same thing happens to us every month! We have NEVER had a late payment let alone miss one. I refuse to answer there call now. I am keeping the log of calls and plan on submitting it to the proper authority's. We will never do business with them again.

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Heathbar777
, US
Mar 31, 2012 9:23 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I've read on another discussion board that these people are actually NOT affiliated with the bank, they are scammers trying to phish personal information from the caller. I've registered a complaint with the Do Not Call registry - apparently the information goes to a database that ultimately reaches law enforcement. Hopefully they'll be shut down soon.

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12:38 pm EST
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Citizens Financial Group, Inc. REWARDS program???

Last year I used my Charter One 'points' to order gift cards for Christmas - it was perfect! Tried the same this year only to discover I had ZERO points...I called figuring there MUST be a mistake. No, No mistake - I needed to PAY $25.00 to belong to their rewards program! How is that a reward? Almost 2 weeks ago I received a letter from Charter One advising that I was to receive double points since a system error (on the day Charter One issued new VISA cards they accidently shut off all current debit mastercards - needless to say, a store declined my purchase AND wanted to keep my card!? I was totally embarrassed, the store thought I stole the card!) apparently they have given me a reward of Zero X2?!
I have checked around and found better rates at a local credit union, I have plenty of money that isn't making jack at Charter One...
Hope this posting helps someone make a better decision about doing business with Charter One.

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9:00 pm EDT
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Citizens Financial Group, Inc. Horfible Customer Service

My charter one debit card had expired in May of 09 and I had not received a new one prior to experiation. I had contacted one of the charter one branches on May 2nd telling them I didn't receive my new card. I was told it was sent out and they don't know what happened to it so she called up corporate and I was told they are sending me a new one and would take 7 business days. So I am waiting waiting and waiting for the card to show up. 12 business days later I still have yet to receive my new card. I called up charter one corporate tonight 5/18/09 and was told both cards were sent out and they are unsure why I haven't received. My address is correct everything. I receive all my other charter one mail but have yet to receive my new debit/atm card. I have bills to pay with these debit card, my illinois ipass is now late and will have fines to pay because of this issue. I have received no help from chafter one instead of well we sent it we are unsure why you didn't get it. I spoke with lawson hammond a supervisor and pretty much was given the run around and was told to wait a additonional 7 business days for a new card. I was told I could pay $25 fee and have them expidited it for me w/ups or fedex. I dont see why I should be charged $25 for something that could be their mistake but are blaming usps. In the end they horrible.

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Update by MPo'd
May 27, 2009 8:40 pm EDT

It is now May 27th and I still have no sign of any of these cards they sent out. What a horrible bank.. However I did get something about asking if I want to open a new savings account with them.

Update by MPo'd
May 19, 2009 7:55 pm EDT

Another day no card... *sighs*

Update by MPo'd
May 19, 2009 12:09 am EDT

Thank you, I thought something wasn't right about this.

Point is correct, nor have I received the first one, 2nd one, and they give me a run around on the 3rd one to asking them to ship it ups or fedex to make sure I receive it.

Update by MPo'd
May 18, 2009 11:54 pm EDT

Still doesn't make sense why I never received the first card in the first place.

Update by MPo'd
May 18, 2009 11:53 pm EDT

I don't know where you are getting 7-10 business days from? They told me 7 and I even said 7 in the post obviously you can't read.

Kind of funny since I receive ALL my other charter one mail but no cards.

Update by MPo'd
May 18, 2009 11:38 pm EDT

I am stupid? I called on Sunday? May 2nd is a saturday (first of all) and I didn't call the local charter one called for me and said new one would go out asap because I never received the first card and should get in 7 business days.. Where does memorial day fit into this? Memorial day is at the end of MAY not at the beginning. My card expired May 1, I should have got a new one way before it expired on may 1st reguardless of the fact. So this is 2 cards I have NOT got from charter one. They have my correct address because I get all my other charterone mailings.

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Trevor is now a proud father a baby boy
Markham, CA
May 19, 2009 12:06 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Welcome to complaintsboard Mpo'd. I see you have already met the site troll so I won't be introducing you.

As for Jason, whether Memorial day is this Monday or next, and I don't know living in Canada the point is it has been over seven business days already and he still did not get the card.

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9:48 am EDT
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Citizens Financial Group, Inc. Line of Credit/Overdraft

After a couple of bounced checks I was urged to get a line of credit to cover any overdraft expenses. Okay. A few years later I learned that if you exceed the line of credit, you get charged bounce fees every chance you get. And if you use the money and pay it back, it is not available to you again. They don't tell you that. Also, when checks come in, they automatically take the largest (even if it came in last), and that way they can charge you more bounce fees. I am closing my accounts. SICK OF BANKS!

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7:13 pm EST

Citizens Financial Group, Inc. Fees/Customer Service

Why I am closing my Charter One bank accounts:

1. On 10/30/2017 an insufficient funds fee was charged to my account in the amount of 117.00 and on 10/31/2017 an insufficient funds fee was charged to my account in the amount of 273.00. In both instances there was no overdraft shown on my balance. As a result of almost 400.00 taken from my account this caused multiple overdrafts in the following weeks causing me the loss of hundreds of dollars. Calls to Customer Service and a visit to the branch did nothing to resolve this. I was told to fill out an overdraft dispute form, which I did, then heard nothing further.

2. When my wife and I opened this joint account last year, the manager of the branch promised us free plane tickets as an added incentive. After meeting all criteria for the incentive, months went by without word of the tickets, I called Customer Service and they stated they would check into it. After a couple of more months I called again to inquire about the tickets. Customer Service assured me they would look into it and stated the branch manager would be calling me back shortly. After still no word, I went to the branch to speak to the manager. She stated she would look into it and get back to me. After two weeks with no word from her, I called her back and she stated again she would investigate the matter. Then I received a voicemail from the branch manager's assistant, stating there were no more plane ticket vouchers available, so “I’m sorry.”

3. On 10/14/2017 I was double charged for two transactions. These were later refunded but I could not access my funds until they were refunded.

I believe a change needs to be made in the overdraft policies., particularly in the area of pending debits and holds. I work hard for my money. I need a bank that respects the fact that I am giving my hard earned money to them so that they can make money using my money. Charging unreasonable insufficient fee amounts for holds and pending payments does not make sense to me. When mistakes are made by the bank, nothing is paid to me, and the best I get is “I’m sorry.”

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CuyFalls
Cuyahoga Falls, US
Feb 26, 2012 1:32 am EST

Same issue I've read so much and I keep seeing in the news that they are going to go after them for but it never seems to really happen. I'd like to put our checking into our Credit Union with our savings but they haven't quite caught up with the new century yet and I don't want to have to drive so far out of the way to do my transactions. If more people, though, would leave their banks and go to Credit Unions, these banks would learn a hard lesson. Right now, , this practice of holding onto your transactions for one or more days and then posting them in order of smallest to largest in order to hit you with overdrafts, is what they are looking into. They should be posted exactly as they are made, PERIOD. If you overdraft, fine, that is your fault but they SHOULD not be able to finagle things around to squeeze the most money out of most of us that live paycheck to paycheck now. When will it stop and when will THEY be fined for the practice?

Valerie
Valerie
, US
Dec 27, 2007 12:00 am EST

I use to love my bank and had no complaints about them until now. Charter One has recently changed policy and is now charging enormous fees if u go negative in your 'available balance'. the only problem with that is it is impossible to keep track of! I am very detail-oriented and keep pretty good track of my finances. But there are times where it is impossible to track every transaction; my example being that I had recently returned something to an online shop; the shop ended up automatically charging me for using their return label; this ended up bringing my available balance to -.20 (yes, twenty cents) and Charter One charged me $35 for this!

I would have much rather have them decline my card; now i have to 'triple-check' my acct in my head every time i swipe my debit card. Very ridiculous. I cannot believe they treat their customers this way. I have been a customer for over 5 years. I am planning to change banks VERY soon.

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mjeff77
Canton, US
Dec 09, 2010 6:31 pm EST

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CHARTER ONE DOES NOT CARE ABOUT CUSTOMERS!
by mjeff77, Dec 09 '10

I've been with Charter One in Canton, OH for 10 years. The only reason I didn't leave sooner is the inconvenience of changing my direct deposit. I've been nickled and dimed to death, with NO EMPATHY from their so-called "customer-service". The final draw was when I was charged a $37 overdraft fee on a online auto w/d-payment set up for the 1st; it was posted one day early, leaving my account $21 short (my pay-day fell the next day). This particular auto payment was set up for years and never had problems. When I contacted customer service, the rude little comment from some little jerk with no life experience was "you'll have to call online banking. I would tell you no" [when I asked to have the fee credited]. The online banking guy was no better. They insisted it wasn't their mistake. THEY ARE THE ONES WHO SENT THE PAYMENT AND THEN CASHED THE STUPID CHECK ONE DAY EARLY! Am I wrong? I was then lectured for 15 minutes by the supervisor that I have to have the funds in the account when the payment is set up. I set up the payments for auto w/d for convenience...based on my pay-days every other week (and the money is always in on that day to cover all the bills!)! If you ask me, they just want to take your money however they can. I, like many people, live paycheck to paycheck despite having a decent salary and don't appreciate their stupid fine print and red tape. DO NOT GO TO CHAPTER ONE and tell all of your friends/family! What happened to the good old days where the customer was respected and treated as though their business mattered?. Funny how all these banks want bail-out but they don't want to help out their loyal customers in turn. I hope they all burn in Hell someday!

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the shells ster
toledo, US
Nov 01, 2010 11:47 pm EDT

16. 2017 STARTED BANKING WITH CHARTER ONE SIMPLY TO CASH MY JOB CHECKS WITHOUT FEES

17 FOUND A BETTER PLACE FOR BANKING (CREDIT UNION)

18-19 STARTED RECEIVING ANNOYING ### NOTICES, DUE TO HAVING A INACTIVE ACCOUNT, FOR, I WOULD SAY FOR ABOUT 2YEARS MAYBE 3YEARS OF NOT USING THEM. I ALSO CUT UP THE CARD SO THAT I DIDNT USE IT.

REMIND YOU THEY NEVER SAID THAT YOU WILL BE CHARGED ANY FEES FOR NOT USING YOUR ACCOUNT.

I THOUGHT THAT AS LONG AS YOU KEEP YOUR BALANCE AT A POSITIVE YOU COULD LEAVE IT OPEN WITH OUT IT BEING CLOSED OR IN OTHER WORDS ###ED WITH.

WELL I WAS WRONG SO NOW THEY ARE BUGGING ME BY SENDING THESE NOTICES THREATING TO GO TO A CREDIT REPORT AGENCY AND ALL OF THAT, OH WE MAY PURSUE LEGAL ACTIONS BLAH BLAH BLAH.

WHEN ALL THEY HAD TO DO WAS CLOSE THE ACCOUNT AND GIVE ME MY LITTLE 1.50 AS A CHECK, BUT NOOOO THEY WANTED TO WAIT TIL ###ING FOR EVER TO BRING THE PROBLEM TO MY ATTENTION.

HOPE YOU ALL UNDERSTAND WHAT IM TRYING TO SAY

TOODLES

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