First National Bank of Southern California

Review: Interested in a CD purchase I called the two listed phone #'s - ###-###-####. After holdingon for same 7 minutes without any response, I called the next listed # - [redacted],again waiting for some 7 minutes without any response. I faxed a letter to ###-###-#### and explained the above, mentioning that I was interested in a CD purchase in the name of mytrust. No response. Date of the fax: 04/23/013. On 05/01 I faxed a copy of the originalfax, asking for a response. To date, 05/06/ still no response. The above phone and fax #'swere obtained from [redacted].Desired Settlement: A simple answer quoting the CD rates, an explanation for the non-response and an answeras to what trust documents would be required.

Business

Response:

From: [redacted], [redacted] [mailto:[redacted].com]

Sent: Friday, May 24, 2013 1:59 PM

To: [redacted]@sandiego.Revdex.com.org

Subject: Complaint # [redacted]

[redacted]:

We appreciate the opportunity to response to Mr. [redacted]’s

complaint which, although dated May 6th was not available to

me until later until late Friday or mid-morning on the following Monday. On

that Monday, I dialed the same number as was indicated in Mr. [redacted]’s

complaint. The line is not a direct number, but is attached to a voice

directory and I hit zero and waited for an individual to response. It was

answered by a senior employee within 2 rings. As our offices are lightly

staffed, it would have been highly probably that this woman would have been the

one who would have received phone calls. She did not recall talking to

the gentlemen, but did recall responding to a fax from Mr. [redacted].

With limited staffing (the office may have no more than two

employees) it is possible that the phone would not be answered immediately as

the employees may be helping other customers either in the lobby or on the

phone. I asked our IT department to provide the pattern of

migration should the phone not be immediately answered. He confirmed that

after six rings the phone call is forward to another office so that a call does

not remain unaddressed. I had the Operations Administrator tried to

duplicate Mr. [redacted]’s experience. She asked the office in question not

to answer the phone to determine when it might be answered at the next

available office. The phone was answered after fifteen rings. That

would compute to less than one minute in the worst-possible case.

Our phone system does not document unanswered call for most

phones within the system and we found not messages from Mr. [redacted], as he

stated that he did not leave a voice message. Although our fax system

does reflect the time and date of faxes both sent and received. There

were no faxes on May 1st, but there was one incoming fax on the 23rd

of April. As noted above, the senior employee did recall responding to a

fax. The phone was answered and then the receiver was put down and the

person never returned to the phone. After an undetermined time, the

employee reported that she was required to attend to customers in the lobby.

After completing our investigation, the Operations

Administrator called and talked to Mr. [redacted], who requested the information

by e-mail. The call to Mr. [redacted] was answered by Mr. [redacted],

but pretended to be someone else, until our Officer identified that she was

calling from the Bank. He laid down the phone for several seconded indicating

the need to find and locate Mr. [redacted]. In responding to his request he

twice gave our employee the wrong e-mail address. However, we had the

information from his complaint and he acknowledged that he was providing us

with the an erroneous e-mail address.

That evening, Mr. [redacted] responded to our e-mail after the

Bank had been closed for an hour and indicated that we were not competitive and

he would place his funds elsewhere.

Should you require any support from our investigation,

please advise.

We pride ourselves on customer service and this experience

seems like an anomaly.

Sincerely,

Senior Vice President

Chief Financial Officer

First National Bank of Southern California