OneUnited Bank
Reviews and Complaints

I had the worst experience with this bank and I only got with them because they're black owned. My card got stole and I got to watch my money disappear because there is no option to change my pin or lock my card. To change your pin they're closed, there is no other option other than talking to a person and you have to wait til they wake up. Nobody is ever on chat, never, no idea why they have that feature. When I did speak to someone we talked but she never put in my card was stolen, never even ordered me a replacement card. A week after talking to her I never heard anything back so I decided to call and this man had no record of me filing anything, it literally started from scratch because I decided to call. This is trash and I wouldn't recommend. If your card is being used without your consent after hours, you don't have a stop option, and might get someone that further does nothing but waste your time. I'm highly disappointed and in the meantime set up another account with another bank that I can at least change my pin without having to wait until the staff wakes up.

I opened an account with them and it took forever to get my card. When I finally received my card the pin number that was mailed didn't work. I tried calling and calling and the automated system was a nightmare and every new pin that was generated didn't work. After so much time, I forgot all about the account until I received a letter stating that I had a negative balance. I called in and realized that they were deducting a monthly fee, which was fine, but at the time I just decided to pay off the balance and close the account. The customer service representative that I spoke with stated to just send a check with the amount to clear the balance. Well, I sent the check, and lo and behold three months later, I've received my check back with a sticky note on it stating they only accept cash or a money order to proceed with closure. A sticky note on my check and that's it. This company is not trustworthy and lacks the infrastructure to properly serve its customers. The customer service is poor and I only spoke with one representative who had any type of customer service skills. They have bad business practices and I wouldn't recommend banking with them at all.

is a strong word! I don't write reviews, so please know pure anger towards this incompetent bank is what brought me here. *** story short, forget the logos and their flashy website..RUN! DO *** HERE. Everytime you call each of the young interns that were hastily hired last year without training, will each tell you something different, if they don't hang up on you first! They post debits before credits/deposits to collect fees. They promise you will have your deposit 2 days early...lies. Depends on how they feel. They promise 'overdraft privilege', which is nice as long as they are getting 100's of dollars in fees and then will cut you off, if you even attempt to dispute. You will never ever get to speak with a supervisor...you will always be transferred to an unknown mailbox...I once supposedly transferred to a supervisor, but it ended up being an empathetic HR manager, who has been the only 'higher up' that I have had a chance to speak with. Save yourself the headache of trying to reason with the teenagers they hire to cover for them! I wanted the bank to win so bad in light of the cultural shift...but nan, they are not built for this industry. And that saddens me!"

This is the worst bank I have ever dealt with. I opened a CD account many many years age and never withdrew from it. Each month I would just let it roll over. I was in the "*** Property web site" and behold I saw my name there for my account at this bank, They never sent me a notice. So when the account rolled over (you have 10 days to do a transaction to avoid a penalty charge}. I have been to the bank 3 times to close out the account and they keep giving me lame excuses and for me to come back. You have to stand in line an hour or more before you get to the window to be told to come back because they had to get an authorization number from the head office and they were not answering the phone. She tells me If I dont want to wait that long not to come back on Monday because It's the first of the month. I feel they are trying to stall me with closing my account until the 10 days are up so they can either charge me a fee or keep my money for another month. It's sad when you try to support your own color and be treated this way. When I saw them make an elderly customer on a *** wait in that hour long slow line was what helped me make up my mind to close my account and I am a senior also.

Trying to work with OneUnited Bank was one of the worst decisions ever! They give us blacks a bad name. When I saw how terrible they were, I asked them to close my accounts (in writing and over the phone). (I still have receipts.) They didn't...and they refused to send me a check. They forced me to use PopMoney. Later, they took out fees from my checking and savings account. They then told me to transfer my money out to another one of my bank accounts at another institution. I did. (Of course, there are more fees to do that... PopMoney) The following month they took out more fees. I literally had a rep just try to act like she was looking for correspondence between me and the bank. So, I gave her the dates and started reading them so she could clearly understand that I have ALL the receipts. She tried to make the excuse that they get so many requests for certain transactions that if certain things aren't processed in time that they would still charge customers monthly fees AND keep the money. I put in a request to close all accounts 2 months ago! She finally closed my accounts, but of course, they kept what they owed me. At this point, I don't care. I just refused to be connected to bad banking like this. I love supporting Black-Owned Businesses. However, this is one that is NOT trustworthy and will not be handling me or any of my clients' affairs, if I have anything to do with it. Beware!

I hate to have to leave this review but everything you see here is true in regards to customer service. I tried to open an account and it was declined. This notification arrived via email with no explanation as to why. I called and after waiting for close to 45 minutes for someone to answer I was told it was due to the lack of responses of the required security questions. I informed them I in fact did answer those questions. I am not sure how the application would even allow you to submit without answering them. The first lady I spoke with told me that I needed to reapply. I figured ok simple enough maybe it was a system glitch. Surprisingly the online process denied me from reapplying stating I have an application on file. There is no way to reapply. I called back and the same lady answered in 2-3 minutes. She said she can't help me and needed to transfer me to "customer service" where I waited over 30 minutes again! Went through prompts to get another person in the same department who was also incompetent and advised that I needed to speak to customer service. I asked for a number and was given the phone number to *** to file a complaint. Its sad but this banking institution isn't ready to accommodate us. Unlike others I am happy to report that my money isn't tied up in any way from what I can see. The ACH transaction hold was released and the funds never left my account. I guess I will just stay with my credit union.

Like many, I intended to stay with this leading black-owned bank, but repeated disappointments compel me to switch. I'd do it now if not for pending direct deposit changes and a tax refund. Their fraud prevention is weak; they alerted me for minor, legitimate purchases but missed actual fraud. Their phone system is also frustrating, with unclear weekend support, making it seem you're stranded with card issues. Moreover, avoid ordering new card designs—they deactivate your current card immediately, leaving you without access until the new one arrives. Their system should wait until the new card is activated or acknowledged received.

My wife and I opened a joint checking and savings account last summer (around July-August ) with the intention of having this just be a secondary bank account to make small payments while supporting a ***. We've had nothing but issues since...first, around December we started getting reports of a couple of fraudulent charges for very small amounts on both of our debit cards (meanwhile I had *** ONCE used my card for anything so ***?) and got an email and text notification saying our account was being frozen (without our consent) and to call to discuss the matter. This happened on a Friday night and we could not get ahold of anyone over the weekend so we had to wait until the following Monday to speak to a human being. We both called separately to deal with our own unique debit card situation (apparently the charges had been made from *** or someplace like that) and they said they'd cancel our old cards and send us new ones in the mail between 7-10 business days. It took 3 WEEKS for us to get our new cards AND I got *** DIFFERENT ones in my name. *** to say I haven't activated either since now I DEFINTELY do not plan on using my account. On top of that, now (March ) I am finding out I have potentially been a victim of identify theft (someone has attempted to open a *** account in my name) and I can't help but think whoever got a hold of my card information (when I had *** used it online or in person or whatever) had to have gotten it from this *** account somehow. *** to say we'll be closing our accounts ASAP. "

This company is not for black people. I have never been treated and ripped apart by a bank in my life the saddest part is that a bank that says it respect, care, unites, and support black people. They wrongfully reported to my Chex system that my account was closed due to suspect of fraud and all money owed to them was paid in full. causing me to be denied to all other bank due to their report. I never committed fraud and whatever they suspected if they needed to investigate or review i would of had no issue. If by chance I did not follow the agreement or terms they stated i did than fine close my account as i agreed to but do not suspect me of anything without proof. I called went to the branch to get this resolved and no one could help. A frozen account and all my deposit being returned the remaining balance of my bank account taken 3 week to be sent in form of check was the most scary time in my life trying to go to another bank and being denied was so embarrassing. on top of that I never paid them anything for them to report I paid all my outstanding balance in full. I had to file a complain with FDIC to finally get *** to say oh if I get a Notarize letter we can remove the suspect of fraud. so all this time of this bank telling me "our hands are tied" it wasn't until i brought the big dogs that there was something that simple I could of done to prove i wasnt doing fraud. This is suppression at it finest. Your not for the black people you just feel you can openly judge us cause your black as well. I won't recommend this bank with to anyone, read your contract and agreement carefully and when you do see the wrong you are signing into.

I think I'll never bank Black again!I love my community. I am all to familiar with the daily frustrations and obstacles that come with being Black in America. I thought I'd put my money where my heart is and open am account with *** My Aunt is a member and sang their praises, so I opened my account online and made my deposit. I even had a direct deposit set up in enough time to where my debit card would arrive before the first deposit. The card has yet to arrive and it's been 3 weeks. I call the customer service and they told me the card had another 2 weeks before it would be deemed out of time for delivery. Then when I inquired about paying a fee to have another card overnighted ( as I have done with non black banking institutions) it would cost me $50.00 and arrive within a week!? Overnight is a literal term. And for that expense it would need to be that! I tried to transfer funds from my account to my other bank account, but my other account won't accept One United's routing or account number, and vice versa. I tried their fly by Night Pop person to person transfer app and that thing blocked me out of the account. I'd hate to think that I've been duped and a fake bank is playing with my hard earned finances. I'd hate to think that this is what I get for trusting my business with "black folks". It hurts when you want to support your own people's businesses and they always seem to let you down. No one has any solutions, no one seems to want to raise the standard. The customer service was as helpful as they could be but once this issue is resolved I'm done with one united. One and done! It hurts my heart. I really want us to thrive, but we only seem to produce mediocrity.

For starters I thought banking black would be great but when I tell you this bank is Im by far one of the most unorganized banks Ive ever been with. I signed up for my account back on September 15th, they say the cards take *** business days to receive, I called October 1st told me to be on the look out it should arrive any day. October 4th comes around no card the rep verify my account and address and states she will reissue a new card but to allow another *** business days. Now October 15th is here speak to a representative oh you should receive is within a day if not call us back at this point Im thinking the bank is a scam. I call back October 16th no card a rep decides to dig deeper to come back to the call to inform me my card was never shipped this has been 2 cards I been waiting for as a new customer and they explain to me my card was never sent. So I immediately escalated the call to be told no manager is available to speak with Im not sure what type of bank this is but Ive always been about supporting my people but to have to wait for your card after a month in to signing up for the account to find out the first and second card was never shipped is very disappointing. We are suppose to trust banks with our money and this is what the problem is today. So I was able to get my card expedited took 2-3 days to come. So I am closing this account because theres no way in h*** as a first time customer you should be lying to your customers. I recommend to go elsewhere and bank with someone else they need more experience and customer service friendly representatives that take there jobs more serious because it took 4 to 5 calls before I was told my card wasnt even shipped. Never again!

If I could give zero stars I would, two years ago I decided to bank black. I opened a debit card with One ***, I took out $25 a week from my *** account to fund it. I funded it every week, but found that every month they took out $20 as a fee. For two years I felt I was just going to eat the fees and see if there was some benefit to the card in the long run. The answer obviously is no, its just a debit card that takes about $220 a year of my savings to hold it. After the *** of 2020 I decided it was time to shake loose of this *** of a company, black or no black banking. I had $52 left in the account and I transferred it out online early in January, I then a couple days later called to cancel the account. I was told that cancelling would stall my last transfer... I thought about it and decided while I had the time and the will to just be done with this company. I only asked that they not take any more money out of my *** account. The rep said no more debits would happen as the account was closed. Well you can guess that by the next week my account was definitely cancelled, but definitely they were still taking money out of my *** account. I called customer service today Jan 11th to complain and they gave me the run around as my money didn't post nor do I have a seeable account for them to check, it just got sent to the void or something. That call did not end well as the rep tried to get me a supervisor who did not come to the phone, the rep then wanted me to send my proof to an email, have me going in circles for weeks. I refused and that was that. I called *** and made a claim for my funds and to have the debits cease. This was a sad ending to something I wanted to be proud of. *** on them, *** of black people stealing from black people while saying they are doing it for the culture."

I would not recommend this bank to anyone. My card was stolen and charges were made on my account that I did not authorize. I called to report the missing card and fraudulent charges. I went through that whole process and a few days later I noticed that only part of my money was put back into my account. I called to see when the rest would be put back into my account and find out why I was unable to transfer those funds to a different account at one of my other banks since I obviously didn't have access to my stolen card and was unable to access my funds. My other banks needed my one united debit card number which I obviously didn't have because I have not yet received my replacement debit card. I can't access my money. I was told by an agent to try setting up Zelle. Zelle asks for your debit card number. Cash app asks for your debit card number. Trying to do a bank transfer through the one united app didn't work because it said the routing numbers for my other banks were invalid even though I had successfully used that same information for other purposes. There is no virtual card number provided by one united while you wait for your replacement card. There is no way to lock your card through the app like all other banks have which would have most likely prevented the fraudulent charges in the first place. I spoke to 3 different agents just this morning because one told me to try Zelle which didn't work. One hung up on me. The third told me there is nothing that can be done until I receive my new card. As soon as I get the rest of my money put back into my account and receive my new card I will be either withdrawing or transferring my funds and then closing my account. I was so excited to have my money with one united and do business with a Black-owned bank but now I'm so over it. I'm disappointed beyond words that this situation has made it impossible for me to provide the last items needed for my granddaughter that is due any day now. One united needs to do better

Rewrite complaint unsatisfactory: I’ve with one united bank for over 3 years NEVER have I ever had to go through this about MY MONEY. I’ve been attempting to get my money out of my checking account for 2 weeks now. I’ve been to the ATM and I’ve been trying to spend the money, my card keeps declining, no cash back. I’ve called customer service twice to close out both accounts and mail me my money. The representative supposedly closed both accounts, and mailed out my money 4 days. The accounts are still open, my money is still in the account . PLEASE GIVE ME MY MONEY.

I have an issue with my credit card and it has been extremely frustrating trying to find someone who can help me with my issue. All they can do is connect me with someone who handles lost or stolen cards and that is NOT my issue. My issue is that your company for some reason canceled my credit card and I keep getting letters telling me that my account is past due. How can this be possible if my account is closed? I have called many times and have had no luck. I would not recommend this bank even to my worst enemy.

I opened my account with oneUnited Bank more than 4 years ago. I moved from a residence about 3 years ago. Changed my address online. I contacted the bank for a dispute of $8100 in January 2023, claim #3501178. They transferred me to a company who they outsource disputes to. This company has my wrong address on file. Refused to update it, says they do not have the ability to change it as they service many bank's dispute in the USA, including OneUnited Bank. They require information from me for this dispute. They continuously mail this required information to an address where I no longer live. This is utter negligence, and total fraud. I have talked to several people at the bank, as well as this company Fiserv. I have even done a survey to cry out for help as this dispute company requires supporting documents to return my funds. How am I supposed to get this letter if the address is incorrect? God help me and so many others. I have had correspondence since January 13, 2023. I have finally got the email to send what they require now, my tax information, why? really? I received a response from that email saying they need my claim number and more information. Of which is in the email as well. Be aware, be careful. This is fraud and corruption. I am going to seek legal representation. It is impossible to get anyone at this bank to assist. My agreement and money is with this bank. My debit card expired as well and they said they have mailed me a new one. How, when I still did not receive it, and they have never sent me any correspondence. I have been doing everything online. Due to this disputed amount, I am not able to get any help, and documentation is needed. No one seems to help with this. Is this intentional fraud? It seems like it. I am closing near the 90 days of this dispute and to date have not received any documents.

I joined this bank because there was a lot of requests to "bank Black" and support people of color, which I am myself. I didn't need a bank account and I can count on one hand how many times I've used it. I added money to both checking and savings accounts and simply left them there. I paid a credit card bill live with the checking, a one time payment, and a couple of small payments to other things. It started with my checking account. I would add money and then I would receive a notification that my account was overdrawn by a few dollars. Initially it was small so I thought maybe I missed where they charge a fee to have the account. So I just added more money so that my balance was on the positive side. Then I received another notification of it being overdrawn around three dollars, which I thought was strange again. Then after a while it jumped to to $20 and some change. When I logged in to check out the account to see what was going on, the first thing I did was check all my settings. It stated my savings account was NEGATIVE OVER $200! There was no overdraft protection or anything on, and you have to apply for it which I did not. There were all of these charges for $37 and then a couple dollars, either $2.30 or $3.12, what is going on over there!? Starting with 9/10, 9/11, 9/17, 9/18, I know there were 2 $37 charges on 10/28, 11/9, 11/17, and 12/9. Then they had the nerve to close my savings account! I then decided to look up this bank. I hadn't done any kind of research, just heard about this bank and how everyone was joining for support. I then see all of these complaints describing what has been happening to me! Okay, so I'm not the only one they are doing this to. I sent an email to customer service stating all of this and have never received a response and getting through to someone on the phone is impossible. I want to clear this up and close my account immediately because I've been working on my credit for quite sometime and I do not want all my hard work to be destroyed by this company because they feel they can get over on a few people.

What is my position too this business . Is it president or general partnership . I order the *** from the *** They send it too me .but I want no still what my position is in this business .in order too get a tax certificate on the business u will have to be a owner or control the company . All my owner is from a trust set up in the year of *** . By the Rockefeller family standard oil companies *** station and *** international old owmer of all of this is deceased owner *** . ...his business *** exam address .please note .all this stuff is under trust care . So inorder too see what is what .u will have too do a *** exam from a *** company or go too the *** ya self . ...my owmer is huge. So it mite be the *** them self . Cause ucc *** . Hide my ownership . ...but a *** company my get it .try it . Filed in year of 2007 . ***. *** . *** . Trustee registration address ...the names on these property is business name .the *** exam will show the company name .those name or hiding . The name on the property are she'll names . The *** exam will show the real name of the business . *** real estate lp . Coldwell banker association *** .owmer too all this information in this message I was made beneficiary owner too all of this as a inheritance . *** . *** . I am ask for my owmer ship bank account too one united bank and cpa accounting too what the company got going on all business transaction . Cpa accounting ...trustee are *** . *** . His phone number . ...*** and *** . *** . ...*** .

I am DOD Civilian. DfAs deposited my LQA into my OneUnited Bank account. I tried to transfer $42000 into another bank on the base in *** so I could withdraw the money and pay my annual rent. I could not. I called the bank asking could they wire the money or something. The 1st lady (recorded call) told me I could transfer $20000 today and $20000 tomorrow. I asked about the other 2,000 she said I had to wait until next month. So I asked if that was what I was supposed to tell my landlord? I asked to be transfer to someone who could help (meaning a manger/supervisor). She transferred me to the next customer service agent. I immediately told her I wanted to talk to a manger/supervisor. She transferred me. I got got a voice-mail. I left a voice-mail asking to be contacted by email because of the time difference. I called back right away. I got another lady. Again, I immediately told her I wanted to talk to a manager/ supervisor. She asked me to explain the situation (again, recorded). I explain that I need all $42000 to pay my annual rent. She then asked me why I can't pay it monthly which was really know of her concern. She then tells me I could send an email to customer service to receive a check. I told her that would take another 3 weeks and I needed to pay my rent like now. I also explained that if the government wanted me to have a check they would have sent me one but they didn't they gave me direct deposit. I ask again to speak to a supervisor. I get another voice-mail and leave another message asking to be contacted by email. After leaving the voice-mail I go transfer the $20000. The next day I try to transfer the other $20000 and get a message saying I can not because I meet my monthly amount already. I was told I could transfer $40000 in a month. The day the money was supposed to be deposited into my account I get an email saying it didn't go through. Then I received a voice-mail saying they wanted to talk to me about my transactions. The same transactions that you have me on recordings multiple times saying I needed to make. Yet, I can receive a call about that and not a return email (as I asked) or a call back from the voice-mails I left? I want ALL of the money ASAP to pay my rent and close my account ASAP.

I've had an account with OneUnited for a few years. recently I had not been using the account as often due to my business being slow but to my last knowledge I had a small but positive balance in my account. Without my knowledge my account was overdrawn and my issue is multiple things. First I did not agree to have any overdraft protections set up on the account the last person whom I spoke to in regards to the matter of overdraft helped me with this and it was to my understanding that no transactions would be approved if the funds were not available. They allowed two LARGE transactions to go through via my debit card. OneUnited never contacted me to notify me of my account status, I just happened to attempt to log in one day and my accounts were gone! when I contacted customer service(which every time I speak to someone they are RUDE and NONCHALANT) the rep notified me that my accounts were closed due to being overdrawn, I asked why I wasn't notified, I didn't receive a phone call or letter she proceed to tell me that they emailed me. I never signed up for paperless anything! I was receiving letters with no problem I went through my emails and the only email I received was asking me do I want to sign up for overdraft protection. I didn't receive anything indicating that my accounts were overdrawn nor closed! When it comes to financial matters unless the customer specifically states they want paperless email should not have even been an option. I tried to complain to the rep about it and also see can the fees be removed and I would pay off the balance(I did find out where the charges were from and I have handled things with that company) the rep told me that I couldn't pay over the phone(um this is supposed to be a bank why is the only option to mail in a payment?) and that she can't do transactions on a closed account. I find all of this completely unprofessional I wanted to close my account because of too many previous issues but I wanted to simply support. I would like the fees removed and to pay off the balance and get this account removed from my *** report. Because of this situation it has completely slowed down everything. let me pay for the transactions minus the fees and move on from this unprofessional company.

On 8/27, in the evening time (7:30pm) I set up an online membership with One United Bank. After providing a username and password, all sensitive personal identifying information (name, SS#, DL#, primary bank card number etc.,) and making the initial $50.00 deposit; I was then redirected to set up the online bank account. That online process required again...a username ID and a password? (I used the former log in info that was used to set up the membership). The online account set up then gave an error message that the log in id and password information was incorrect. So, I then decided to use a secondary login ID and password (different from the membership log in). Still, no access to set up the online bank account. I then refreshed my search browser and attempted the process 3 additional times, after not being successful, I elected to wait until business hours the next day to try again, still same result! I then elected to call the company at (*** in the early morning of 8/28, I was on hold by the automated phone system for 1 hour 10 min, only to have the phone call disconnected. I attempted the phone call 4 additional times throughout the day, still same result. My last attempt at 4:01pm I was placed on hold for 45 min the automated music stopped playing and the phone was connected. There was silence on the line for about 1 min then I could hear background noise then the phone disconnected. I immediately called my primary bank and requested that the $50.00 charge to my account be investigated. An additional charge that appears to some sort of service fee of $5.00 was also charged. I will wait to see what the outcome of my primary bank's investigation will result in. I am upset and angry that this company has my personal information and now I have to worry about it being compromised. I only chose to try out this bank after it was advertised on *** radio. I feel that the customer service and the legitimacy of the company is questionable and they have my info and now I have to be overly concerned and worried that my personal info, banking info, driving info, home address info is floating around because of terrible online security of customers personal information. I regret my decision to ever consider this bank as an option.

In September , I applied and was approved for a secured credit card from One United Bank. On September 24, the bank withdrew $1,000 from another account to open my card. By September 26, I was informed via email about a 7 to 10 business day wait for my card. When the card didn't arrive, I tried contacting customer service without success and faced issues updating my address on their website. Throughout October, I made numerous attempts to reach out to the bank, sent an email, and finally on October 26, I got a response. I managed to update my address over the phone after a security check and reported my card as lost, prompting them to send another. On December 1, I called again to report the card still hadn't arrived, meanwhile noticing a $1,000 increase in credit availability and a new account on my credit report. By December 3, my credit availability decreased by $1,000, so I contacted the bank again. They stated my account was active and the card would be shipped soon, but my address hadn't been updated. By December 18, without the card, I requested account closure and a refund. I received a complaint number and kept records of all communications with the bank's representatives. Despite numerous calls, I never received the secured credit card from One United Bank.

I applied and was approved to open an account back in August. However, I didn't receive my card associated with my account until 1/4. Before that day I had called at least 2 times to explain that I still had not received my card. On one of my calls I advised the rep that I had been charged 4 months of monthly service charges despite never receiving my card to actually receive any services from them. The bank is located in *** (to my understanding) however, I live in *** so I am/was not able to walk into a location to utilize their service either. I asked to just close my account and just get my funds refunded, however, I was told that I must be at a 0.00 balance in order to close my account. On 1/5 I activated my card since I had finally received it the day before. I also noticed that they had once again already charged me another 10.00 monthly service fee on 12/31 despite me not receiving my card until 1/4 the representative told me that I would be refunded the 10.00 however I noticed as of 1/13 I have yet to receive my credit back to my account. I called customer service at ***. On my first call of the day it just dropped on me. I called a second time. I advised the rep of my situation, she said there was nothing she could do. I requested to speak to a supervisor she told me "They will just tell you what I just told you." I advised her to let them tell me then. I was then just transferred to a voicemail without any notification. I then hung up and called back for a third time. This time I spoke to a wonderful rep. I immediately requested to speak to a supervisor. I was informed that the supervisor was assisting another rep and she would attempt to assist me. I advised her as well of my situation. She then advised me that as a customer service rep the most they can do is a 1 time credit and since they had previously credited the $40.00 she couldn't do it again. Therefore it would have to be escalated to her supervisor. She placed me on hold again and came back and told me the supervisor was still assisting someone else and that her supervisor requested that I leave a message and she would return my call before the close of business on 1/13. The call time was 12:14pm. However as I type this at 8:42pm I have yet to hear back from anyone.

I opened a checking account with OneUnited Bank a few months ago and I only had issues getting in touch with customer service and with lengthy wait times. After signing up I spoke with an agent about deactivating my overdraft fees privilege and she guided me to where I could disable it myself online. I signed my agreement to have this feature disabled. Fast forward to this month I had fees that were scheduled to come out of my account, but knowing that I had no money in the account I was not worried about overdraft fees because this feature was deactivated from the get-go. However, I log into my bank account and I see a $37 charge for insufficient funds. I say to myself that this must be a mistake because I have that feature disabled. I try calling OneUnited customer service twice and after being on hold for over 20 mins both times I get disconnected before even getting the opportunity to speak with a representative. I try calling the next day, and I was on hold for over an hour and did not get to speak with a representative, so I had to hang up and go to work. The next day, I contact OneUnited via *** and ask if someone can reach out to me because I have been calling and no one is answering the phones. They respond to me a day later and say they will forward my information to the customer service team. After tw days without a response I try calling back and finally get in touch with someone who says she is a supervisor. By then, I had FOUR insufficient funds charges on my account. She tells me that there is another feature to deactivate charges from accounts (this was NOT in the app and was not was this visible on their website). I told her that when I initially signed up I made it my first point of duty to ensure that I would not be charged for overdraft protection, and now I am being told that there is another way that they are trying to charge me. She turned off this feature on her side and credited me for TWO of the overdraft fees but said each account only allows 2. That is completely unacceptable. I want the other 2 overdraft fee charges refunded as well. The customer should not be charged for something that was hidden. I really wanted to support this bank, but they are robbing black people. Don't play with my money. Customer service and service overall is atrocious. This bank is a scam!

Good evening and thank you for taking the time to review this urgent matter. I have had a secure credit card with this company for less than 1 year. Although I did have some dissatisfaction with the way they process their payments but this has to be the worst situation I have to deal with. Especially in hopes of trying to re-establish my credit. On February 15 I went on their website to make a payment and it was telling me that it was not working and to try again later. Paying online has always been my form of payment. I have tried serval times that day and then decided to try the next day. Feb 16tth I sign in again the website says the same thing. I end up calling the 1800 number on the website for web support, they have a separate number for customer service. Web support tells me to try again later, mail a check or call the 1800 number to make a payment. Since my payment was due on the 25th mailing was not an option. I then call the 1800 number to make a payment and it tells me that it is not able to process any payments at this time. At this point I am frustrated so I then call Customer Service to see what is going on. I speak with a specialist in Customer Service and they have no clue that their online website has been down for almost a few days now and tells me to mail a check. I then request to speak to a manager to let them know that I will attempt to mail a check, which would arrive late due to this inconvenience, not to charge me a late fee and to report to the credit bureau. Since this is the company's fault. I then schedule a bill pay with my primary bank and they mailed One United a physical check on Feb 23. As I write this on March 6th the company has YET to receive the check. I called One United again on March 4th to see if they have received it and they stated that they did not and the website did not have an issue, after checking that day and telling them that they did. Before writing you I checked the website an automated phone service and it is still down! In the world we live in I imagine that a lot of their customers rely on the Online payment service let alone the automated phone payment services. So for this company to tell clients they have the option and in reality do not is a big let down. I also want to bring up the fact that this company has such poor ratings I am surprised this company is still running as a bank!

First issue - I travelled out of the country recently and notified the bank in advance so I would be able to use my card to access my account. I arrive to my destination and attempt to withdraw money from an ATM and receive an error "Unknown Transaction Destination." I called the bank (incurring roaming charges) and after waiting 20 minutes talked with a Rep who said she didn't know why I received the error, or what it meant, because she saw the travel alert. She advised she added an "exception" and I should be fine. I tried the ATM again and received the same error. I called back and was told same thing, and that I would "receive an email update." Not even a phone call. I tried the ATM once again, same error. The bank's staff's incompetence would've left me stranded had I not had some cash on hand, and people kind of enough to loan me money in the interim. Second issue - I was charged nearly $400 in overdraft fees, although I had sufficient funds in savings to cover my transactions. I called the bank 7 (SEVEN) times over the course of 4 days only to be on hold for 20 minutes, once disconnected on their end, and once left a message for a callback that never came - but instead received a generic email telling me to call back. I called again today 3/18 at 10:05am ET and spoke with a rude Rep named "***" who told me I don't have overdraft protection, so the bank took the liberty of charging me 6 $37 fees per day and never bothered to call me to warn me or even make sure there was no fraud or other issue on my account. Never called to advise I don't have overdraft protection and should consider signing up. How ethical is that? But I'm not surprised, considering the poor reviews I see for this bank. And when I asked "***" about reversing fees she repeatedly told me the bank will not do that. That they could only do 3 maximum. And when I asked for her supervisor she advised they allegedly were too busy for the call and would not be calling me back either. There was ZERO effort on "***'s" part to resolve the issue or bring customer satisfaction AT ALL. Instead, her incompetence and rude behavior led to additional dissatisfaction, distrust, and aggravation. After both these incidents, seeing the reviews, and hearing feedback from acquaintances who bank with this institution, I am appalled by this bank's business practices, customer service, and ethics. It's unfortunate that they're able to operate this way.

In May I closed my secured credit card with One United Bank. On the call the customer service rep stated that my security deposit of $250 will be refunded to the account used to open the secured credit card. I ask the customer service rep where the security deposit would be refunded. The customer service rep was unable to provide that information. So, I asked the rep what would happen if the security deposit is refunded to an account that is closed. The rep reported that OneUnited will either issue a paper check or contact me by phone to updated my account information. On July 15 OneUnited reports that the security deposit was refunded to the account ending in ***. This debit card is linked to my checking account with ***. This debit card is also not active, but regardless of that fact the refund would have still posted because the checking account linked to that non-active debit card is still open. From October 27 until present day, I have been going in circles between OneUnited and ***. *** and I scanned all banking statements and all debit cards transactions; and were not able to located any activity on the account from OneUnited in the amount of $250. On October 30 OneUnited sent an email receipt to my email address showing that a refund of $250 were issued to my debit card *** account ending in *** (as I mentioned is no longer active). On November 4, I asked OneUnited if they could cancel the refund of the security deposit so that it may be routed to my bank account instead since it still has not been received by my banking institution. OneUnited replied that they are unable to cancel the refund of the security deposit because it has already been processed. I exhaustingly reported that the $250 is no where in ***'s system, therefore, it did not process, unless it went to the wrong account. On November 4, I filed a claim with *** to request their due diligence in searching their system for the missing $250. As a result several customer service reps were unable to locate anything in there system. *** has stated over and over, that the refund of $250 should have posted since it was refunded to a debit card (even with this debit card being non-active) that was linked to bank account. I also provided *** with a copy of the receipt provided by OneUnited to assist with their research with the *** claim. On November 5, *** sent a notice via email reporting that nothing was discovered in their system as the customer service reps have reported over and over. I have requested that OneUnited provide me with documentation showing the full account number where the refund of the security deposit was transmitted to. OneUnited reported that they could not provide me with the full account number due to security purposes. I asked the customer service rep, how are we going to find my $250 refund if we are unable to discover if it was refunded to an incorrect account.

On September 9, I purchased and mailed a money order to One United Bank to pay the full balance on my credit card. The amount of the money order I mailed was $90. My credit card statement shows only the last four digits of my number as the account number, so I wrote just those on the payment. On October 4, I received an email notifying me that my bank account was updated to Past Due. Surprised, as I had never been late on payments and had sent the full balance, I called the bank. They claimed not to have received my payment for the current or previous month. I insisted on having sent a money order on September 9 for both months. Despite this, I paid the balance online immediately, which was $128.38, including fees. I considered tracing the money order with the receipt I might find later. Meanwhile, I wrote to the bank explaining the situation, highlighting my good payment history, and requesting the removal of the negative item. I sent the letter via email and regular mail. The response I got on October 24, was dismissive, stating they couldn't adjust the delinquency reporting and had reported my payment history accurately. They mentioned regulatory reasons for not being able to treat me differently. The email claimed no payments were received for the due dates in August and September, yet a letter from the bank dated September 25 stated otherwise. I found this letter, with the money order enclosed, at my post office box in early October. It said my payment was returned due to a missing account number and asked for a valid 16-digit number. Despite the bank's claims of not receiving my payment, the letter and returned money order proved otherwise. My name and address were on the payment, so the bank should have known where to apply it. They rejected my full payment of $90 for no valid reason and reported a negative item to the credit bureaus. This action by the bank unfortunately coincided with my home purchase process, causing a significant drop in my credit score and the cancellation of the purchase. The bank's false reporting of a late payment, despite receiving my payment in advance, caused a 67-point drop in my credit score. This experience contradicted the bank's claims of promoting financial literacy and supporting their customers.