ALMER - Almacenadora Mercader S.A.

Your recent letter that was sent to Robert O [redacted] was forwarded to my office for aninvestigation and responseThe customer did file a claim with us on November 9, 2015, regarding an ATMdepositThat claim was denied However, we have sent a letter to the customerrequesting she call the bank to sa meeting to discuss her claim with ourSecurity and Legal representativesWe have attached a copy of that letterPlease let me know if you have any additional questions regarding this matter.Sincerely,VP/Quality ManagementDollar Bank

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Your recent letter that was sent to Robert O*** was forwarded to our office forinvestigation and responseI offer the following information to you.When a customer has Overdraft Protection On their account, and it is utilized to preventan account from becoming overdrawn or it allows a Point of Sale
transaction to be paid, afee will be charged and the appropriate funds will be transferred to cover thosetransactions.Beginning on April 17, 2016, our customer was assessed Automatic Transfer Service(ATS) fees because Point of Sale transactions were authorized when there wereinsufficient available finds in her accountThe Automatic Transfer Service (OverdraftProtection) was then used to transfer the necessary funds from the customer’s savings toher checking to cover those itemsAs was explained to the customer, had the service notbeen used, the transactions would have been declinedHowever, since the customer hadthe service on her account, it was automatically employed and the transactions wereapprovedPer the customer’s request, the Overdraft Protection has been removed fromher account.The Vice President in our Branch Support department reviewed the customer’s accountand agreed that the Automatic Transfer Service fees would not be waivedWe haveadvised the customer of the Bank’s decision via telephone conversation andcorrespondence initiated by the Revdex.com complaintIf you have any additional questions regarding this matter, please contact me at thetelephone number below

October 20, 2017Revdex.com Transmitted Via FacsimileHoliday Drive, Suite 220Pittsburgh, FA 15220Re: *** *** / ID: ***Dear *** ***,Your recent letter that was sent to James M*** was received on October 20, and forwarded to our office for investigation and
responseI offer the following information to you.Ms*** contacted the Problem Resolution Office in August and October 2017, along with the Revdex.com on August 2016, about the inability to complete Remote Mobile Deposits into her checking accountAs was explained on all occasions, an account cannot have more than five (5) overdraft days in the last days to utilize Remote Mobile Deposit If the restriction does occur, a customer will be limited to completing Remote Mobile Deposits into a savings account, instead of their checking.That being said, when Ms*** contacted the Problem Resolution Office last year, we converted her premium savings account to a product that did not have transaction limitationsWe changed the account type in an effort to eliminate the $Excessive Withdrawal Fee being charged because the transaction limitation was being exceededSince premium savings products have transaction limitations due to higher interest rates, we discussed other account options and made the appropriate changesOnce the savings account was converted to the new savings product, the customer was no longer charged the $Excessive Withdrawal FeeA letter and disclosures describing the new product were mailed to the customer when the change occurred.Dollar Bank offers a number of options that help our customers with convenience bankingIf branch lobby hours are not conducive to a customer’s schedule, drive-thru hours are availableAlso, deposits may be completed via a Dollar Bank ATM or Video Teller machineAnd finally, the Remote Mobile Deposit service can be used.If you have any additional questions, please contact me at the telephone number below.Sincerely, Heather RP***AVP / Problem Resolution OfficeDollar Bank***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Thank you both Dollar bank and Revdex.com The past few years have been very financially challenging Not only do I work a full time job but also UBER most evenings in a effort to catch up on my bills I have learned my lesson well going forward Pay with cash!!! Again thanks to both parties
Regards,
*** ***

Your recent letter that was sent to *** *** was forwarded to our office for investigationand responseI offer the following information to you.Dollar Bank’s Mobile App and Online Banking services are subject to daily maintenanceDuringthat time period, customers will be able to view their
account(s), but any transactions made usingthose services during the maintenance hours will be completed the next business dayIf acustomer utilizes either service during that time frame, a notification is shown advising thatmaintenance is being performed and all transactions completed Online or with the App will beconsidered next day businessAlso, when opening the App, a banner will state that MobileRemote Deposit is not available at that time.That being said, the customer attempted to complete a Remote Mobile Deposit at the end of theday during our maintenance hoursPer our policy listed beneath the No Warranty section of theMobile Application Terms of Use disclosure via the Dollar Bank website, “YOUACKNOWLEDGE AND AGREE THAT YOUR USE OF THE DOLLAR BANK MOBILEAPPLICATION IS PROVIDED ON AN ‘AS IS’ AND ‘AS AVAILABLE’ BASIS.” Therefore,when the customer received the notification that Remote Mobile Deposits were not available andwould be completed the following business day, he agreed to the terms of the transaction.The customer expressed concern about the $1(5) Non-Sufficient Funds Fee that wereassessedPrior to filing his complaint with the Revdex.com, the customer spoke with his local branch andone fee was waivedUpon receipt of the Revdex.com letter, the Vice President in our Branch Supportdepartment reviewed the customer’s accountAlthough a Bank error did not occur, due to thetenured relationship with Dollar Bank, two additional fees were waivedA total of three fees havebeen reimbursed to the customer.If you have any additional questions regarding this matter, please contact me at the telephonenumber below.SincerelyHeather *P***Dollar Bank Problem Resolution OfficeOperations Officer

April 5, 2017Revdex.com of Western PAHoliday Drive - Suite 220Pittsburgh, PA 15220Re: *** *** -Case# ***Dear *** ***,Your recent letter that was sent to *** *** was forwarded to my office for an investigation and response.Dollar Bank has reviewed this
complaint and has agreed to waive $in fees assessed to the customer's account We have also sent the customer a separate letter to provide specific information regarding this matter.The customer also questions availability of funds from cash ATM transactionsDollar Bank has two ATM’s at each location that the customer frequents, Westmoreland and GreengateBoth are equipped with an ATM where an envelope is used and both have a Smart ATM where check or cash is processed into the ATM without an envelopeIf a customer deposits cash by envelope and the amount is greater than $it will be on hold for an additional business day or until the cash is verifiedHowever, with the smart ATM cash is immediately available.The fees assessed to the account were resulting from items presented when funds were not available or the account was in a negative statusIf an account remains in a negative status for seven days, than the customer will be charged additional feesThat did occur in this instanceThe customer made a deposit for the funds owed to the bank and closed the account on March 31, 2017.Please let me know if you have any additional questions regarding this matter. Sincerely, Jane *W***VP/Quality ManagementDollar Bank***

Your recent letter that was sent to *** *** was forwarded to my office for aninvestigation and response.Our customer was one of several customers whose MasterCard/Debit Card may havebeen compromised, due to a breath with a merchant which the customer conductedbusinessMasterCard notifies the
Bank of these breaches and what customers mayhave been affectedWe are not provided the merchant InformationHowever, whenthere is a large breach a customer may hear about this on the new &Attached is a sample of the type of email that we send to customersIn our customer’scase, the email was sent letting her know of the situation on either the 15thor 16th ofJuneThe new card was sent on June 16, We also let the customer know whenthe current card would be deactivated, which was June 25, 2015.Unfortunately, there are many card compromises that Dollar Bank has to deal with thatoccur with different merchantsThese compromises occur with merchant processors thatare not affiliated with Dollar Bank.Dollar Bank takes these situations very serious, and takes action when notified to protectour customer’s account & This is done as expeditiously as possible.Please let me know if you have any additional questions regarding this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Thank you for taking the time to contact our office and for allowing us the opportunity to respond to your letter ofMay 30, While we regret the circumstances that prompted your inquiry, we are grateful that this matter hasbeen brought to our attention.We offer our sincere apologies for the
lack of customer service that Mr*** encountered with ourrepresentatives while trying to provide proof of insuranceWe are committed to high quality customer service andexperiences such as Mr***’s let us know when our service levels fail to meet customer expectations.We have taken steps to ensure that this matter has been addressed internally, and have shared the concerns withthe appropriate manager so they are aware of his experience.’We have conducted an investigation, and it was determined the error asserted within Mr***’scorrespondence did not occur on the accountPlease be advised that the payment of hazard insurance is theresponsibility of the borrower and if not paid timely, Dollar Bank may be required to advance funds to pay for thisitemParagraph (2) under the Uniform Covenants section of the Mortgage states: Borrower shall pay all propertycharges consisting of taxes, ground rents, flood and hazard insurance premiums, and special assessments in atimely manner, arid shall provide evidence of payment to Lender, unless Lender pays property charges bywithholding funds from monthly payments due to the Borrower or by charging such payments to a line of creditas provided for in the Loan Agreement.Paragraph (5) under the Uniform Covenants section of the Mortgage states: If Borrower fails to make thesepayments or the property charges required by Paragraph 2, or fails to perform any other covenants andagreements contained in this Security Instrument, or there is a legal proceeding that may significantly affectLender’s rights in the Property (such as a proceeding in bankruptcy, for condemnation or to enforce laws orregulations), then Lender may do and pay whatever is necessary to protect the value of the Property and Lender’srights in the Property, including payment of taxes, hazard insurance and other items mentioned in Paragraph 2.According to our records, Mr *** had a hazard insurance policy with Property Casualty Insurance thatwas cancelled effective February 18, Since hazard insurance is required for this loan as stated above, wesent Notice of Renewal Letters dated March 9, 2017, and April 10, As we had not received proof ofpayment, we advanced funds in the amount of $61&oo effective May 18, for a Lender Placed Insurance (LP[)policy with effective dates of February 18, through February 18, 2018.We have since received proof of payment for hazard insurance with *** Insurance Corporation with policyeffective dates of February 18, through February 18, As a result, we received a refund for the LPIpolicy in the amount of $618.00, and this amount was credited to MrRoserihoover-’s account effective May 26,2017.You have the right to access the document(s) relied upon in the review of the loanWe have included thedocument(s) for your records.• Mortgage• Notice of Renewal Letter dated March 9,2017• Notice of Renewal Letter dated April 10, 2017If Mr*** has any additional cjuestions, please have him contact us at 866-446-We are availableMonday through Friday 8:am to 5:pm Eastern Standard Time.SincerelyJeanne A***Reverse Mortgage Servicing DepartmentEnclosures

February 7, 2018Revdex.com 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220Re: [redacted]ID#[redacted]Dear [redacted],The letter of complaint that was sent to James M[redacted], President of Dollar Bank, was forwarded to my attention for research and response. I offer the...

following to you.On April 13, 2015, [redacted] opened a 120 Month IRA with Dollar Bank. At the time, he would have be given a disclosure explaining his IRA, along with a fee schedule showing all charges that could be assessed to the account,A $5 Annual Fee was charged to the IRA in February 2017, as it had been the prior year. Per the customer’s request, the $5 Annual Fee was waived in 2016 as a customer service. However, it is an annual fee that is charged to all Cleveland customers and the customer was aware of the charge.In May 2017, Dollar Bank received a request from [redacted] Bank asking that the funds from an IRA belonging to our mutual client be transferred to their institution. We completed the request accordingly. Since the IRA was not open for the full term of 120 months, the customer incurred an Early Withdrawal Penalty of $11.16.Furthermore, when a customer decides to transfer an IRA account to another financial institution via Dollar Bank’s assistance, instead of dosing the account and handling the matter on their own, Dollar Bank charges a $25 Trustee Transfer fee. The charge is listed on the fee schedule that is given at account opening. The $25 Trustee Transfer fee was assessed to Mr. [redacted] since Dollar Bank completed the customer’s transfer request.That being said, the Vice President in our Branch Support department reviewed the customer’s account and, due to his overall relationship with Dollar Bank, agreed to reimburse the $41.16 that was charged to the IRA. Those funds were deposited into the customer’s checking account on February 6, 2018.If you have any additional questions regarding the matter, please contact me at the telephone number below.Sincerely,Heather * P[redacted]Assistant Vice PresidentProblem Resolution OfficeDollar Bank [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Please adjust my payment to $870 a month per my contract.  You are adding the late charge into my payment, per the note this should not happen.  My payment should be 2% of the maximum balance until fully paid off.    Please read my note and you will see I am correct.  I expect the late charges to be adjusted as well as the higher payment is what got me behind.  
Regards,
[redacted]

April 14,2017Revdex.com400 Holiday DriveSuite 220Pittsburgh PA 15220Attention: [redacted] RE; ID#[redacted] ear Ms. [redacted];This correspondence is in response to the update submitted by the borrower for case number [redacted].A response letter was sent to the borrower today to let him know we appreciate that he contacted our office to let us know he felt our billing statement was confusing. The Bank does review customer complaints in order to identify improvement areas in which we can make information easier to understand. In this instance, we do appreciate his position.To avoid further issues, we are adjusting his bill going forward and waived the prior late charges.The letter clarified that all payments received were applied only to amounts due. At no point were any portion of payments applied to late charges, nor had the Bank prohibited payments from being satisfied because late charges were not paid.Sincerely,Vicki R[redacted]Assistant Vice President[redacted]

Your recent letter that was sent to Robert O[redacted] was forwarded to my office for aninvestigation and responseThe customer did file a claim with us on November 9, 2015, regarding an ATMdeposit. That claim was denied However, we have sent a letter to the customerrequesting she call the bank to set-up a...

meeting to discuss her claim with ourSecurity and Legal representatives. We have attached a copy of that letterPlease let me know if you have any additional questions regarding this matter.Sincerely,VP/Quality ManagementDollar Bank

March 6,2017Revdex.com400 Holiday DriveSuite 220Pittsburgh PA 15220Attention: [redacted] RE: ID #[redacted] Dear Ms. [redacted]:This correspondence is in response to complaint ID number [redacted].The consumer is permitted to make the “Minimum Payment Due” payment each month that does not...

include the late charge, and that occurred in this instance. If late charges are not paid when a payment is made, they remain outstanding on the line-of-credit until paid; all unpaid late charges are due at the loan maturity. Interest does not accrue on late charges and no late charges are assessed on unpaid late charges.Section 7.A.a. of the Note Agreement addresses that late charges will be assessed if the “Minimum Payment Due” is not made within fifteen (15) days of the “Payment Due Date”.A detailed response letter is being mailed to the borrower to provide additional information.Sincerely,Vicki K[redacted]Assistant Vice President[redacted]

April 18, 2017Revdex.com of Western PA400 Holiday Drive - Suite 220Pittsburgh, PA 15220Re: [redacted] # [redacted] Dear [redacted],Your recent letter that was sent to [redacted] was forwarded to my office for an investigation and response.This customer opened an account with us...

on February 10, 2017. As with all new accounts, Dollar Bank does certain verification with outside agencies before accounts can be opened to determine past satisfactory account dealings. We also receive updates from these agencies, which is what occurred with this customer. Based on information that we received, we found it necessary to close the account. The customer was sent a letter dated March 29, 2017, letting her know that the account would be closed in 10 days and the reason why. On April 10, 2017, the account was closed with a negative balance of $106.55, due to items being received for payment and not having sufficient funds. This resulted in three fees.Upon receipt of the customer complaint, we reviewed the account and have agreed to waive the three fees that were charged. That $108 credit will pay the amount owed to Dollar Bank by the customer. The additional $1.45 will be sent to the customer along with a letter regarding this matter.Please let me know if you have any additional questions regarding this matter. Sincerely,Jane *. W[redacted]VP/Quality ManagementDollar Bank[redacted]