Bank Mutual

This letter is in response to the follof customer complaint # [redacted] from Ms [redacted] Bank Mutual acknowledges that Ms [redacted] does not agree with the current check hold policy of our institution Unfortunately we are not inclined to set up a separate process for Ms [redacted] than we have for our other customers across the state Our check hold policies and cash back policies are clearly posted in our offices Additionally all customers receive Bank Mutual’s “Deposit Account Rules”, which I included with the prior response to this complaint As to Ms [redacted] implication that she is personally being discriminated against, I can assure you, Ms [redacted] is not We are consistent in our check hold policy and cash back policies I cannot accurately address her conversations with “a few other people in the local area” as cash back or check cashing are dependent on available balance in a customer’s account To speak in generalities about this would be inaccurate We do not believe it is in the best interest of our customers or Bank Mutual to allow exceptions to some checks or accounts and not to others We cannot put an exception in place for Ms [redacted] If you have additional questions regarding this case, please call me at [redacted] Sincerely - [redacted] Regional Vice President Bank Mutual

To Whom It May Concern,Our customer, [redacted] opened a business checking account (# [redacted] ) in March The Licensed Banker at our Middleton office, [redacted] helped him open the account and explained the requirements of the account She told him that he needs to maintain a minimum balance in the account to avoid maintenance fees Mr [redacted] purchased equipment needed and merchant services for his business through First Data and he signed a contract with them (copy attached) outlining all of the charges (annual fee, equipment purchase, and shipping/handling fee for equipment being shipped) Mr [redacted] says he didn’t know the annual fee would be charged right away and he didn’t know anything about the shipping/handling fee Mr [redacted] made purchases right away using the new business checking account and he didn’t have enough money in the account to cover the First Data fees and the purchases he made As soon as the returned check fees began, the branch called him many times and requested that he quickly deposit more money into the account to stop the fees When contacted by bank employees it would take Mr [redacted] days and sometimes up to a week to respond to them While Mr [redacted] took his time getting back to them he incurred returned check fees ($each) and consecutive day overdraft fees ($each) Mr [redacted] complained that First Data was not supposed to charge him all the fees they charged him but all of their fees are listed in the signed contract which is attached There ended up being a negative balance of $ First Data was willing to work with him and refund any charges or fees and [redacted] of Bank Mutual authorized paying half of his fees if he paid the other half Mr [redacted] said he didn’t want to pay half the fees and said he would hire an attorney to handle this Therefore Bank Mutual did not work with him by covering half of the fees Mr [redacted] told [redacted] of Bank Mutual to close the accounts and [redacted] warned him that it would be bad to close the accounts with a negative balance because it will be reported and it will be difficult for him to open accounts with any other bank I have attached the e-mails pertaining to this customer which will show that Bank Mutual employees aggressively tried to accomodate and work with Mr [redacted] to resolve this issue If you have any questions or need more information, please let me know Thank you, [redacted] Executive AssistantBank Mutual [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I have talked to a few other people in the local area that also bank with the local Bank Mutual branch and said they cash their checks with a no hold, so this is complete discrimination against me personally. This is unacceptable, immoral, and disgusting on their part. Thank you for your assistance, Revdex.com of Wisconsin.]
Regards,
*** ***

This letter is in response to customer complaint
#[redacted] from Ms. [redacted]...

[redacted].  It is
unfortunate this check cashing situation has risen to a written complaint by
Ms. [redacted].  I believe the key component
of her complaint, based on her desired settlement, is cashing her checks with a
“no-hold”.  It is important to summarize
what this means from the banks perspective.
As you know, check fraud has increased exponentially over
the last decade.  Because of the
potential loss when cash is given immediately back on checks, most financial
institutions have instituted checks holds to ensure the check is not fraud and
payment is received by the bank.  Nearly
all checks now have some type of hold placed on them.  This can be as short as one day or as long as
nine days.  Cash back policies are posted
in all of the offices at the teller line to ensure customers have seen the
policy.  Additionally customers receive
this information when accounts are opened in the “Deposit Account Rules”.  Updated “Deposit Account Rules” are mailed
out to all customers when changes are made. 
I’ve included a copy of this brochure for your review.   You will find the information on check holds
under section #40 “When Deposits are Available for Withdrawal”, page 25 and
26. 
Bank Mutual offices have had some discretion in the past
to give cash back on certain types of checks, namely government.  Ms. [redacted] check is not a US Government
check and as such any exception she may have received in the past would have
been halted.  This would have been
explained to Ms. [redacted] at the time the change was made.  It seems the change in these policies over
the time period Ms. [redacted] has banked with Bank Mutual has prompted her
concern. 
I can assure you Ms. [redacted] has had numerous
conversations with the Bank Mutual office staff in the Hayward location
regarding the changes.  The most recent
instance where a teller explained payroll checks were cashed was an error on
the new teller's part.  The timing of
this is unfortunate; however, it was explained to Ms. [redacted] that this was an
error based on the tenure of the associate.  
Additionally as the check Ms. [redacted] is receiving is written on a local
financial institution, the Bank Mutual office team has given her other options
to help avoid the holds on her funds.We do not believe it is in the best interest of our
customers or Bank Mutual to allow exceptions to some checks or accounts and not
to others.  Check hold policies are best
applied equally to keep loss, and therefore banking costs, lower.  We cannot put an exception in place for Ms. [redacted].If you have additional questions regarding this case,
please call me at [redacted] Sincerely  [redacted]Regional Vice President
Bank Mutual

To Whom It May Concern,Our customer, [redacted] opened a business checking account
(#[redacted]) in March 2014.   The Licensed Banker at our Middleton office, [redacted] helped him open the account and explained the requirements
of the account.  She told him...

that he
needs to maintain a minimum balance in the account to avoid maintenance fees.
Mr. [redacted] purchased equipment needed and merchant services for
his business through First Data and he signed a contract with them (copy
attached) outlining all of the charges (annual fee, equipment purchase, and
shipping/handling fee for equipment being shipped).  Mr. [redacted] says he didn’t know the annual fee
would be charged right away and he didn’t know anything about the
shipping/handling fee.   
Mr. [redacted] made purchases right away using the new business
checking account and he didn’t have enough money in the account to cover the First
Data fees and the purchases he made.   As soon as the returned check fees began, the
branch called him many times and requested that he quickly deposit more money into the account to stop the fees.  When contacted by bank employees it would take Mr. [redacted] days and sometimes up to a week to respond to
them.  While Mr. [redacted] took his time
getting back to them he incurred 9 returned check fees ($44 each) and 7
consecutive day overdraft fees ($10 each).
Mr. [redacted] complained that First Data was not supposed to
charge him all the fees they charged him but all of their fees are listed in
the signed contract which is attached.
There ended up being a negative balance of $500.  First Data was willing to work with him and
refund any charges or fees and [redacted] of Bank Mutual authorized paying half
of his fees if he paid the other half. 
Mr. [redacted] said he didn’t want to pay half the fees and said he would
hire an attorney to handle this. 
Therefore Bank Mutual did not work with him by covering half of the
fees.
Mr. [redacted] told [redacted] of Bank Mutual to close the accounts and [redacted]
warned him that it would be bad to close the accounts with a negative balance
because it will be reported and it will be difficult for him to open accounts
with any other bank. 
I have attached the e-mails pertaining to this customer which will show that Bank Mutual employees aggressively tried to accomodate and work with Mr. [redacted] to resolve this issue.  If you have any questions or need more information, please let me know.   Thank you, [redacted]Executive AssistantBank Mutual[redacted]

This letter is in response to the follow-up of customer
complaint #[redacted] from Ms. [redacted]. 
Bank Mutual acknowledges that Ms. [redacted] does not agree with the current
check hold policy of our institution. 
Unfortunately we are not inclined to set up a separate process for Ms. [redacted] than we have for our other customers across the state.  Our check hold policies and cash back
policies are clearly posted in our offices. 
Additionally all customers receive Bank Mutual’s “Deposit Account
Rules”, which I included with the prior response to this complaint.
 
As to Ms. [redacted] implication that she is personally
being discriminated against, I can assure you, Ms. [redacted] is not.  We are consistent in our check hold policy
and cash back policies.
 
I cannot accurately address her conversations with “a
few other people in the local area” as cash back or check cashing are dependent
on available balance in a customer’s account. 
To speak in generalities about this would be inaccurate.    
                             
We do not believe it is in the best interest of our
customers or Bank Mutual to allow exceptions to some checks or accounts and not
to others.  We cannot put an exception in
place for Ms. [redacted]
 
If you have additional questions regarding this case,
please call me at [redacted].
 
 
Sincerely -
 
 
[redacted]
Regional Vice President
Bank Mutual

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.
The whole reason for my complaint is not because I do not agree with the "Deposit Account Rules".  I USED TO be able to cash my payroll check with a NO-HOLD.  I completely agreed with it when I was getting treated like one of Bank Mutual's "special customers".  I work for a tribal government,
that has been well established in our small community for years; it's quite obvious that my payroll check would not "bounce" or be an overdraft, and I believe, that is the reason they let me cash my check in the first place with a NO-HOLD.  BUT STILL I understand Bank Mutual's "Deposit Account Rules" policy.  MY POINT IS: When I cashed my check before, the funds would be available immediately, but for some unknown circumstances, Bank Mutual decided to stop giving me that privilege. So for [redacted] to say and I quote, "We are consistent in our check hold policy
and cash back policies....” is an outright lie, as I used to be able to use the funds immediately.  Please Revdex.com, I give you rights to request my bank statements and see that I would cash my check , go to Wal-Mart, and use my debit card that had my payroll check funds on it that I just deposited within a half hour earlier.  It's not fair that I was given this privilege and then it was just taken from me for no good reason, but yet other customers still get the "special treatment" of cashing their checks with a no-hold.  This is unfair and negligent on Bank Mutual's part.  If they are going to let one person "slide", they need to give ALL customers the same treatment.  Otherwise, it looks as though, they are playing favoritism and discriminating against SOME of their customers, and that Revdex.com, is a very unethical business practice.    ]Regards,
[redacted]