Here is the response to complaint ID *** *** ***. Since there are multiple complaints here I will address them all below
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In regards to *** *** complaint that a couple of weeks ago she contacted the bank to stop all online payments. We never received a call from *** to stop this payments. It is actually quite the opposite. On 8-8-*** had multiple payments being processed through her checking account bringing her checking account negative. Because of the negative balance I did return those payments. I also took the additional step to reach out to *** at *** and left her a message to contact me and provided my phone number and my office extension. There was no response. On 8-11-same two payments trying to be processed through *** checking account and I again returned the items because of insufficient funds and called *** and left a message with no response. I also called and left messages with *** on 8-18-8-25-and 8-26-as her account had been negative since 8-08-items were being processed through, I had still not had a response from her, and no recent deposit.
On 8-26-I made the decision to close and charge off *** account because of the activity listed above. On the same day *** did reach out to me and asked to close her account and at that point I notified her that her account was closed and charged off. After reversing many non-sufficient fund fees to this account she actually had a negative balance and owed United Bank $21.36. *** had mentioned she removed her direct deposit from her employer to this account and she was getting a paper check and would bring the cash in to cover the negative balance at the end of the week
Either later that day or 8-or 8-*** called me again and said her Government survival benefits were scheduled to deposit into her closed and charged off checking account. I explained to *** that because the account is closed the direct deposit would be returned because the deposit would not have an open account to be deposited to. Then she would have to contact where the benefits are coming from and see how they would be distributing the funds. I asked *** to give me the opportunity to ask our Operations department to see if we would have an alternative to closing the account.
The alternative would be that the direct deposit comes in on 9-3-and tries to post to her account. On 9-4-it will should up as “non posted” and we could hold the funds in an “in process” account to be distributed 9-4-to ***
I called *** and let her know we would make an exception to returning the direct deposit if she agreed in writing that from her $benefits direct deposit United Bank recovers the $on her negative checking account. She agreed that would be quicker than having the item returned to the originator and being unsure when she would have those funds from them. I attached the signed agreement from Penny, her negative balance history for the month and my charge off worksheet completed 8-26-
On 9-03-*** did call and talk to a coworker who incorrectly stated that the $was available in Penny’s checking account. Again, because of the check being deposited to a closed account the money was showing deposited but would be rejected because of the status off the account. When *** came in on 9-3-and explained that someone told her it was available I apologized for the miscommunication again explained how the check was being processed. I again offered her an option to come in the next day 9-4-or I would be able to issue her a check and send it to her. *** came in on 9-4-and received her balance of $in cash
Our position is that *** did not reach out to any representative to stop any online payments. Also, we did not restrict access to Penny’s government benefits. Only, did what she asked us to do to make it more convenient for her
*** ***
Retail Relationship Manager
*** *** *** *** ***
*** ** *** **
*** ** ***
***
Here is the response to complaint ID *** *** ***. Since there are multiple complaints here I will address them all below
"text-decoration: underline;">
In regards to *** *** complaint that a couple of weeks ago she contacted the bank to stop all online payments. We never received a call from *** to stop this payments. It is actually quite the opposite. On 8-8-*** had multiple payments being processed through her checking account bringing her checking account negative. Because of the negative balance I did return those payments. I also took the additional step to reach out to *** at *** and left her a message to contact me and provided my phone number and my office extension. There was no response. On 8-11-same two payments trying to be processed through *** checking account and I again returned the items because of insufficient funds and called *** and left a message with no response. I also called and left messages with *** on 8-18-8-25-and 8-26-as her account had been negative since 8-08-items were being processed through, I had still not had a response from her, and no recent deposit.
On 8-26-I made the decision to close and charge off *** account because of the activity listed above. On the same day *** did reach out to me and asked to close her account and at that point I notified her that her account was closed and charged off. After reversing many non-sufficient fund fees to this account she actually had a negative balance and owed United Bank $21.36. *** had mentioned she removed her direct deposit from her employer to this account and she was getting a paper check and would bring the cash in to cover the negative balance at the end of the week
Either later that day or 8-or 8-*** called me again and said her Government survival benefits were scheduled to deposit into her closed and charged off checking account. I explained to *** that because the account is closed the direct deposit would be returned because the deposit would not have an open account to be deposited to. Then she would have to contact where the benefits are coming from and see how they would be distributing the funds. I asked *** to give me the opportunity to ask our Operations department to see if we would have an alternative to closing the account.
The alternative would be that the direct deposit comes in on 9-3-and tries to post to her account. On 9-4-it will should up as “non posted” and we could hold the funds in an “in process” account to be distributed 9-4-to ***
I called *** and let her know we would make an exception to returning the direct deposit if she agreed in writing that from her $benefits direct deposit United Bank recovers the $on her negative checking account. She agreed that would be quicker than having the item returned to the originator and being unsure when she would have those funds from them. I attached the signed agreement from Penny, her negative balance history for the month and my charge off worksheet completed 8-26-
On 9-03-*** did call and talk to a coworker who incorrectly stated that the $was available in Penny’s checking account. Again, because of the check being deposited to a closed account the money was showing deposited but would be rejected because of the status off the account. When *** came in on 9-3-and explained that someone told her it was available I apologized for the miscommunication again explained how the check was being processed. I again offered her an option to come in the next day 9-4-or I would be able to issue her a check and send it to her. *** came in on 9-4-and received her balance of $in cash
Our position is that *** did not reach out to any representative to stop any online payments. Also, we did not restrict access to Penny’s government benefits. Only, did what she asked us to do to make it more convenient for her
*** ***
Retail Relationship Manager
*** *** *** *** ***
*** ** *** **
*** ** ***
***