BBB Business Review

BBB Accredited Business since 03/09/2001

Federal Savings Bank

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Phone: (603) 742-4680Fax: (603) 742-2014View Additional Phone Numbers633 Central Ave, DoverNH 03820

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BBB Accreditation

A BBB Accredited Business since 03/09/2001

BBB has determined that Federal Savings Bank meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised Federal Savings Bank's rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Advertising / Sales Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

1 Customer Review Customer Reviews on Federal Savings Bank

Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1 Customer Review

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
10/04/2013Billing / Collection Issues | Read Complaint Details
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Complaint
Federal savings bank holds my deposit without noticing me. It causes overdraft while I made a payment to a credit card. They charged me $29 fee.
I had been 8 yr customer of Federal savings bank. The check deposits were cleared within 24 hours, otherwise I would be noticed. However this time they hold my deposit more than 24 hours without noticing me. But the balance showed the money were already available in my account. Hence I made a payment to a credit card. They told me that this time the holding period was 2 days and charged me overdraft fee for their misleading practice.
I called their branch in Durham. The branch manager(First name *****) were not friendly and not helpful. They just dodge the responsibility and refuse to return the fee.

Desired Settlement
$29

Business Response
Mr. **** *** *** deposited a check via mail delivery that was received by the Bank on September 23rd. Upon review of Mr. ***'s account history and in accordance with Regulation CC (Availability of Funds), the decision was made to place a 2-day hold on the funds. Also in accordance with established procedures, a written notification of the hold (hold notice) was mailed to Mr. *** the same day the check was received at the branch. It appears that prior to the check even being received at the branch, Mr. *** scheduled an automatic payment to a credit card company for processing on the 24th of September. The payment was made and funds sent to the credit card company, but Mr. ***'s balance on his checking account was in the negative due to the fact that the funds were still unavailable because of the two day hold. Mr. *** visited the branch on October 1st and voiced his displeasure over the $29 fee associated with a payment not clearing due to insufficient funds. The branch staff informed him that proper procedures were followed for a deposit received by mail. It should be noted that the Bank had previously refunded an overdraft fee for Mr. *** back in July.
After speaking with Mr. *** at length and reviewing the situation with senior management, the Durham staff did, in fact, refund the $29 fee to Mr. *** late in the day of October 1st.
Federal Savings Bank has a 124-year old history of strong customer service and customer satisfaction. We are confident this complaint will be swiftly resolved; as proper procedures were followed.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
They refunded me the charge for overdraft fee.

Industry Comparison| Chart

Banks

Additional Information

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BBB file opened: 02/01/2001Business started: 01/01/1890
Licensing, Bonding or Registration

This company is in an industry that may require licensing, bonding or registration in order to lawfully do business. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

NH Banking Department
64B Old Suncook Rd
Concord, NH 03301-5151
(603) 271-3561
http://www.nh.gov/banking/

BBB records show a license number of 903997 for this company, issued by NH Banking Department. Their web address is http://www.nh.gov/banking/. This is the banks Charter number.

Type: Bank - Chartered

Contact Information
Principal: Kelly Glennon (Marketing Director) Donald Hatt (President) Judy Lovely (Vice President/Human Resources)
Number of Employees

80

Business Category

Banks

Products & Services

This firm offers personal services, competitive deposits & loan rates, and a wide array of investment options for individuals and businesses.


Customer Review Rating plus BBB Rating Summary

Federal Savings Bank has received 3.7 out of 5 stars based on 1 Customer Review and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Map & Directions

Map & Directions

Address for Federal Savings Bank

633 Central Ave

Dover, NH 03820

To | From

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Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Concord, NH. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Federal Savings Bank is in this range.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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Additional Phone Numbers

  • (800) 462-2265
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BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB began including complaint response text in BBB Business Reviews on April 1, 2013.

BBB reports the complaint response text for all reportable complaints against a business.

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Industry Tips for Banks

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BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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