Please see attachment for a copy of our responseWe are in receipt of your recent letter to the Revdex.comWe understand it can be frustrating when you do not understand all of the provisions of your account relationship so we appreciate the opportunity to respond to your concerns.Our records show you contacted us by phone on January 21, and spoke with personal phone banker ***The call recording documents your verbal request to change your overdraft privilege election from no overdraft privilege to our Full Overdraft Privilege planThis change was effective as of January 24, A copy of the notice confirming the change is enclosed for your reference.After a thorough search of our records, we show no report of an overdraft privilege election change request from you after January 21, The continued use of your account, including the repeated use of discretionary overdraft, indicates your willingness for full overdraft privilege service.Based on your letter to the Revdex.com, I have changed your election to no overdraft privilegePlease allow up to three business days for this change to take effectDetails' regarding your overdraft privilege election is enclosed with this correspondence for your reference
We are in receipt of your letter to the Revdex.comWe understand it can be frustrating when unexpected fees are charged to your account so we appreciate the opportunity to address your concerns.If you choose to use your debit card as a convenient way to purchase goods and services, please keep in mind these transactions impact your account available balance differently than checks and traditional ATM card transactionsIn most instances, when you use your Debit MasterCard@, a "hold" is placed on available funds in your AccountThese holds or pending transactions will remain on the account until (a) the charge is presented by the merchant and clears your Account or (b) up to a maximum of three (3) banking days, whichever is soonerFunds on hold are not available for withdrawals, payment of checks or other debitsIf the charge is not presented by the third (3rd) day, the "hold" is releasedHowever, a merchant has up to ninety (90) days to present a transaction for payment, so you should continue to carry the purchase amount as an outstanding item in your transaction register.In order to avoid unwanted fees, never assume that items will pay in a specific order and always use your transaction register to keep track of your account balanceJust because an item receives a hold and is authorized for payment does not guarantee that the item won't generate an overdraft fee when it clears your AccountIf other items are posted to your Account in the meantime and create a negative available balance, items with a hold may generate overdraft fees.We found this to be the case on July st when you made use of our overdraft service by completing two ATM withdrawals totaling $against an available balance of $We used our discretion to authorize and pay the withdrawals into overdraft assessing the associated overdraft fee for each withdrawalThe following day, two debit card purchases (Taco Bell and Burger King) totaling $presented for final payment against an overdrawn account balanceWhen a transaction is preauthorized, we are legally obligated to pay (post) these debits upon presentmentThese transactions were posted into overdraft and the associated overdraft fee was assessed for each itemWhen no deposits were made to restore the account to good standing, the negative balance fee was assessed on July 26, 2017.The enclosed documents titled DDA Holds/Transaction History detail transaction activity are for the days of July st to July 22nd, and July 26thPlease take a moment to read the informational sheet which is also enclosed.As of today's date, your account ending in [redacted] has an overdrawn balance of $Please take this opportunity to make a deposit to cover the negative balance in your account
November 18, 2015To Whom It May Concern:Our response to Ms [redacted] concerns has been attached.Sincerely, [redacted] Real Time Service CenterFirst Convenience BankNovember 16, [redacted] ***Re: RevDex.com case # [redacted] Dear Ms***:I am in receipt of your recent letter to the Revdex.comI apologize that our service did not meet the high standards we strive to achieve when you contacted us by phone for assistance with fees assessed after two debits from [redacted] were submitted for payment in error.Upon research of your concerns, I found a letter of error from [redacted] was received on November 11, After reconstructing your account activity, I found the PayPal transactions caused your account to incur $in fees of which $had been refunded on November 13, I have processed an additional refund of $to your account which provides total reimbursement for all fees assessed as a result of the merchant's error.Thank you for giving us the opportunity to take corrective action and for continuing your account relationship with us.Sincerely, [redacted] Real Time Service CenterCC: Revdex.com
Please see attachment for a copy of our responseDear Mr [redacted] :We are in receipt of your letters to Ms [redacted] dated August 2, and August 3, as well as your recent communication with the Revdex.com.Your report of unauthorized debit activity was received by the appropriate department August 10, Dispute [redacted] contacted you by phone to begin the claim process and asked that you provide her with supporting documentation about the alleged unauthorized activityTo date, we have not received the requested information
Please see attachment for a copy of our response to Mr [redacted] .December 21, [redacted] * [redacted] ***Re: RevDex.com Case # [redacted] Dear Mr [redacted] :We are in receipt of your correspondence to the Revdex.com and appreciate the opportunity to respond to your concerns.Our records show you filed an ATM dispense claim on November 24, During our investigation, we retrieved a copy of the ATM audit and balance sheet to validate your claim that cash was not receivedThe ATM audit did not support the claim of a dispense error and subsequently led to the denial of your claimA notice of the claim disposition was mailed to you on December 3, 2015.Upon receipt of your letter to the Revdex.com, a supervisor conducted a review of the original findings and reinstated your claimDuring her investigation, she viewed surveillance photos and reviewed the ATM balance sheet from November 23' to November and found on November 27th or the date the ATM was serviced, a cash overage was identified relating to your November 241" withdrawalBased on this finding, we reversed our original claim decision and processed a credit of $to your account ending in A copy of our letter informing you of these results is enclosed.Should you have additional questions, you call Customer Support, send us an Online Banking Secure Message, or visit our website to participate in Live Chat or to complete a Feedback Form[redacted] CC: Revdex.com
Please see attachment for a copy of our response.Re: Revdex.com # [redacted] Dear Ms [redacted] :We are in receipt of your letter to the Revdex.com and found the concerns you expressed are similar to those in your letter to the Office of the Comptroller of the CurrencyWe have addressed your concerns in our letter dated July 6, and have enclosed a copy of the response for your reference
Thank you for taking my phone call today and clarifying the type of service you were interested in establishingAs you requested, I have changed your overdraft privilege election from no overdraft privilege to our standard overdraft serviceThis means we may use our discretion to authorize and pay overdrafts for checks and other transactions made using your checking account number such as ACH transactions and automatic bill paymentsYou did not give us your approval to authorize and pay ATM and everyday debit card transactions or recurring debit card transactions when your account does not have sufficient available funds to cover the transaction you are attempting to makePlease allow up to three business days for this change to take effectA document titled "What You Need to Know about Overdrafts and Overdraft Fees" detailing your overdraft privilege election was delivered electronically to your Gmail email address on fileAn additional copy of that disclosure is enclosed ith this correspondence for your referenceIn an effort to resolve this matter amicably, a courtesy refund of $was credited to your accountIf you wish to enroll for our AccountTransfer Overdraft Protection Plan, I invite you to contact me directly at [redacted] to complete the enrollment process
Please see attachment for a copy of our response to Ms [redacted] 's follletter to your office.We are in receipt of your follletter to the Revdex.com and wish to inform you that our position remains unchanged.Our records document that written disclosures including a Clear and Concise Guide to a Power Checking Account were provided to you when checking account ending in [redacted] was openedAs stated in our previous letter dated April 6, 2016, a second disclosure document about the account requirements was included with your January account statement to remind you that going forward; one of the qualifiers must be met to waive the monthly maintenance feeIn order for our customers to be truly successful in managing their account and avoiding the disclosed account related fees, we advised you to maintain an accurate transaction record of your accountWe offer several free account monitoring tools such as online banking and mobile banking to give you the freedom to monitor your account activity and account balance using a computer or mobile deviceWith these free services, you may also elect to receive email or text message low balance alerts as an additional method of account monitoring
I am in receipt of your letter to the Revdex.com on behalf of your daughter, [redacted] I would have preferred to speak with you and [redacted] directly but was unsuccessful in reaching you by phoneWhile researching your concerns, we listened to recordings of calls you made to us on September 17, concerning the non-sufficient fund handling fee assessed to your account ending in and [redacted] 's account ending in During your call with personal phone banker [redacted] , you were told to work with the merchant (New York Life Insurance) to provide us with a letter stating they submitted an incorrect payment amount in errorLater that day, we received two letters from New York Life Insurance for you and your daughter [redacted] stating they erroneously attempted to debit your accounts for the incorrect amountUpon receipt of the letters, we reviewed your account ending in and processed a refund of $representing the NSF fee that you would have avoided if the merchant submitted the correct debit amount for paymentHowever, after reviewing the letter sent for [redacted] , we found the letter was not sufficient to warrant a refund on [redacted] 's account; the NSF fee would have been assessed even if the merchant submitted the correct debit amount for paymentOn September 26, at approximately 7:p.m., we received a second letter from New York Life Insurance stating they submitted a second payment request in error to [redacted] 's accountThis error resulted in a $NSF feeWe have credited [redacted] 's account ending in for that amount which restored the account to good standingShould you have additional questionsplease do not hesitate to call me at my direct dial number provided in my voice mail
November 18, 2015To Whom It May Concern:Our response to [redacted] concerns has been attached.Sincerely, [redacted] Real Time Service Center First Convenience Bank November 16, [redacted] Re: RevDex.com case # [redacted] Dear Piet Smit:We are in receipt of your recent letter to the Revdex.com (Revdex.com) and appreciate the opportunity to respond to your concern.After receiving your letter to the Revdex.com, we reviewed the wire transfer instruction and found the transfer was processed in accordance with the deposit instructionWe suggest you approach the intended beneficiary of the funds for a resolution to this matter.Sincerely, [redacted] Real Time Service CenterCC: Revdex.com
Please see attachment for a copy of our response to Mr [redacted] .Dear Mr [redacted] :We are in receipt of letter to the Revdex.com and appreciate the opportunity to respond to your concerns.A search of our records show on December 31, 2015, merchant "SAMSCLUB-WALMART/GE CARD" presented anelectronic (ACH) debit transaction in the amount of $(in lieu of check number [redacted] written on December 29th) for payment against your account ending in -***This merchant also presented the original check [redacted] for payment on January 4, You notified us of this activity on February 22, and an investigation pursuedOn that same date, we reversed the electronic debit of $733.00, and credited your account ending in [redacted] for that amount.We also show on March 30, 2016, you filed a second claim of unauthorized debit activity in relation to check number ***Subsequently, your account ending in [redacted] was closed to avoid exposure to any further unauthorized activityThe claim was denied because the item was reported to the bank more than sixty calendar days after your January account statement was mailed to youAlthough we denied your claim, our investigators continued to work in a conciliatory capacity with you and Wal-Mart to seek a resolution to this issue by providing documentation that our records reflected the double payment of the transaction from the account to SAMSCLUB-WALMART/GE CARD.On April 25, 2016, you visited our Gray Street branch for a resolution to your concerns, and met with [redacted] During your visit, you informed [redacted] that you had filed a dispute with Wal-Mart on April 22, 2016, case number [redacted] in an effort to locate your missing SAMSCLUB-WALMART/GE credit card payment which cleared account ending in [redacted] on January 4, To date, Wal-Mart has not provided you with a status update of your dispute.In an effort to assist you with resolving your disagreement with the merchant, [redacted] issued a provisional credit of $to your account ending in [redacted] while we completed a "source receipt" review for this payment with the receiving bankAs of today's date, we are still pending this information from JP Morgan ChaseAt the conclusion of your discussion with [redacted] , you confirmed your understanding that we would reverse our provisional credit of $from your account once we received confirmation from JP Morgan Chase that they received your paymentYou informed [redacted] that she had sufficiently addressed your concerns
Atached is a copy of our response to [redacted] ***
Please see attachment for a copy of our responseWe are in receipt of your recent letter to the Revdex.comWe understand it can be frustrating when you do not understand all of the provisions of your account relationship so we appreciate the opportunity to respond to your concerns.Our records show you contacted us by phone on January 21, and spoke with personal phone banker ***The call recording documents your verbal request to change your overdraft privilege election from no overdraft privilege to our Full Overdraft Privilege planThis change was effective as of January 24, A copy of the notice confirming the change is enclosed for your reference.After a thorough search of our records, we show no report of an overdraft privilege election change request from you after January 21, The continued use of your account, including the repeated use of discretionary overdraft, indicates your willingness for full overdraft privilege service.Based on your letter to the Revdex.com, I have changed your election to no overdraft privilegePlease allow up to three business days for this change to take effectDetails' regarding your overdraft privilege election is enclosed with this correspondence for your reference
We are in receipt of your letter to the Revdex.comWe understand it can be frustrating when unexpected fees are charged to your account so we appreciate the opportunity to address your concerns.If you choose to use your debit card as a convenient way to purchase goods and services, please keep in mind these transactions impact your account available balance differently than checks and traditional ATM card transactionsIn most instances, when you use your Debit MasterCard@, a "hold" is placed on available funds in your AccountThese holds or pending transactions will remain on the account until (a) the charge is presented by the merchant and clears your Account or (b) up to a maximum of three (3) banking days, whichever is soonerFunds on hold are not available for withdrawals, payment of checks or other debitsIf the charge is not presented by the third (3rd) day, the "hold" is releasedHowever, a merchant has up to ninety (90) days to present a transaction for payment, so you should continue to carry the purchase amount as an outstanding item in your transaction register.In order to avoid unwanted fees, never assume that items will pay in a specific order and always use your transaction register to keep track of your account balanceJust because an item receives a hold and is authorized for payment does not guarantee that the item won't generate an overdraft fee when it clears your AccountIf other items are posted to your Account in the meantime and create a negative available balance, items with a hold may generate overdraft fees.We found this to be the case on July st when you made use of our overdraft service by completing two ATM withdrawals totaling $against an available balance of $We used our discretion to authorize and pay the withdrawals into overdraft assessing the associated overdraft fee for each withdrawalThe following day, two debit card purchases (Taco Bell and Burger King) totaling $presented for final payment against an overdrawn account balanceWhen a transaction is preauthorized, we are legally obligated to pay (post) these debits upon presentmentThese transactions were posted into overdraft and the associated overdraft fee was assessed for each itemWhen no deposits were made to restore the account to good standing, the negative balance fee was assessed on July 26, 2017.The enclosed documents titled DDA Holds/Transaction History detail transaction activity are for the days of July st to July 22nd, and July 26thPlease take a moment to read the informational sheet which is also enclosed.As of today's date, your account ending in [redacted] has an overdrawn balance of $Please take this opportunity to make a deposit to cover the negative balance in your account
November 18, 2015To Whom It May Concern:Our response to Ms [redacted] concerns has been attached.Sincerely, [redacted] Real Time Service CenterFirst Convenience BankNovember 16, [redacted] ***Re: RevDex.com case # [redacted] Dear Ms***:I am in receipt of your recent letter to the Revdex.comI apologize that our service did not meet the high standards we strive to achieve when you contacted us by phone for assistance with fees assessed after two debits from [redacted] were submitted for payment in error.Upon research of your concerns, I found a letter of error from [redacted] was received on November 11, After reconstructing your account activity, I found the PayPal transactions caused your account to incur $in fees of which $had been refunded on November 13, I have processed an additional refund of $to your account which provides total reimbursement for all fees assessed as a result of the merchant's error.Thank you for giving us the opportunity to take corrective action and for continuing your account relationship with us.Sincerely, [redacted] Real Time Service CenterCC: Revdex.com
Please see attachment for a copy of our responseDear Mr [redacted] :We are in receipt of your letters to Ms [redacted] dated August 2, and August 3, as well as your recent communication with the Revdex.com.Your report of unauthorized debit activity was received by the appropriate department August 10, Dispute [redacted] contacted you by phone to begin the claim process and asked that you provide her with supporting documentation about the alleged unauthorized activityTo date, we have not received the requested information
Please see attachment for a copy of our response to Mr [redacted] .December 21, [redacted] * [redacted] ***Re: RevDex.com Case # [redacted] Dear Mr [redacted] :We are in receipt of your correspondence to the Revdex.com and appreciate the opportunity to respond to your concerns.Our records show you filed an ATM dispense claim on November 24, During our investigation, we retrieved a copy of the ATM audit and balance sheet to validate your claim that cash was not receivedThe ATM audit did not support the claim of a dispense error and subsequently led to the denial of your claimA notice of the claim disposition was mailed to you on December 3, 2015.Upon receipt of your letter to the Revdex.com, a supervisor conducted a review of the original findings and reinstated your claimDuring her investigation, she viewed surveillance photos and reviewed the ATM balance sheet from November 23' to November and found on November 27th or the date the ATM was serviced, a cash overage was identified relating to your November 241" withdrawalBased on this finding, we reversed our original claim decision and processed a credit of $to your account ending in A copy of our letter informing you of these results is enclosed.Should you have additional questions, you call Customer Support, send us an Online Banking Secure Message, or visit our website to participate in Live Chat or to complete a Feedback Form[redacted] CC: Revdex.com
Attached is a copy of our response to Ms [redacted]
Please see attachment for a copy of our response.Re: Revdex.com # [redacted] Dear Ms [redacted] :We are in receipt of your letter to the Revdex.com and found the concerns you expressed are similar to those in your letter to the Office of the Comptroller of the CurrencyWe have addressed your concerns in our letter dated July 6, and have enclosed a copy of the response for your reference
Thank you for taking my phone call today and clarifying the type of service you were interested in establishingAs you requested, I have changed your overdraft privilege election from no overdraft privilege to our standard overdraft serviceThis means we may use our discretion to authorize and pay overdrafts for checks and other transactions made using your checking account number such as ACH transactions and automatic bill paymentsYou did not give us your approval to authorize and pay ATM and everyday debit card transactions or recurring debit card transactions when your account does not have sufficient available funds to cover the transaction you are attempting to makePlease allow up to three business days for this change to take effectA document titled "What You Need to Know about Overdrafts and Overdraft Fees" detailing your overdraft privilege election was delivered electronically to your Gmail email address on fileAn additional copy of that disclosure is enclosed ith this correspondence for your referenceIn an effort to resolve this matter amicably, a courtesy refund of $was credited to your accountIf you wish to enroll for our AccountTransfer Overdraft Protection Plan, I invite you to contact me directly at [redacted] to complete the enrollment process
Please see attachment for a copy of our response to Ms [redacted] 's follletter to your office.We are in receipt of your follletter to the Revdex.com and wish to inform you that our position remains unchanged.Our records document that written disclosures including a Clear and Concise Guide to a Power Checking Account were provided to you when checking account ending in [redacted] was openedAs stated in our previous letter dated April 6, 2016, a second disclosure document about the account requirements was included with your January account statement to remind you that going forward; one of the qualifiers must be met to waive the monthly maintenance feeIn order for our customers to be truly successful in managing their account and avoiding the disclosed account related fees, we advised you to maintain an accurate transaction record of your accountWe offer several free account monitoring tools such as online banking and mobile banking to give you the freedom to monitor your account activity and account balance using a computer or mobile deviceWith these free services, you may also elect to receive email or text message low balance alerts as an additional method of account monitoring
I am in receipt of your letter to the Revdex.com on behalf of your daughter, [redacted] I would have preferred to speak with you and [redacted] directly but was unsuccessful in reaching you by phoneWhile researching your concerns, we listened to recordings of calls you made to us on September 17, concerning the non-sufficient fund handling fee assessed to your account ending in and [redacted] 's account ending in During your call with personal phone banker [redacted] , you were told to work with the merchant (New York Life Insurance) to provide us with a letter stating they submitted an incorrect payment amount in errorLater that day, we received two letters from New York Life Insurance for you and your daughter [redacted] stating they erroneously attempted to debit your accounts for the incorrect amountUpon receipt of the letters, we reviewed your account ending in and processed a refund of $representing the NSF fee that you would have avoided if the merchant submitted the correct debit amount for paymentHowever, after reviewing the letter sent for [redacted] , we found the letter was not sufficient to warrant a refund on [redacted] 's account; the NSF fee would have been assessed even if the merchant submitted the correct debit amount for paymentOn September 26, at approximately 7:p.m., we received a second letter from New York Life Insurance stating they submitted a second payment request in error to [redacted] 's accountThis error resulted in a $NSF feeWe have credited [redacted] 's account ending in for that amount which restored the account to good standingShould you have additional questionsplease do not hesitate to call me at my direct dial number provided in my voice mail
November 18, 2015To Whom It May Concern:Our response to [redacted] concerns has been attached.Sincerely, [redacted] Real Time Service Center First Convenience Bank November 16, [redacted] Re: RevDex.com case # [redacted] Dear Piet Smit:We are in receipt of your recent letter to the Revdex.com (Revdex.com) and appreciate the opportunity to respond to your concern.After receiving your letter to the Revdex.com, we reviewed the wire transfer instruction and found the transfer was processed in accordance with the deposit instructionWe suggest you approach the intended beneficiary of the funds for a resolution to this matter.Sincerely, [redacted] Real Time Service CenterCC: Revdex.com
Please see attachment for a copy of our response to Mr [redacted] .Dear Mr [redacted] :We are in receipt of letter to the Revdex.com and appreciate the opportunity to respond to your concerns.A search of our records show on December 31, 2015, merchant "SAMSCLUB-WALMART/GE CARD" presented anelectronic (ACH) debit transaction in the amount of $(in lieu of check number [redacted] written on December 29th) for payment against your account ending in -***This merchant also presented the original check [redacted] for payment on January 4, You notified us of this activity on February 22, and an investigation pursuedOn that same date, we reversed the electronic debit of $733.00, and credited your account ending in [redacted] for that amount.We also show on March 30, 2016, you filed a second claim of unauthorized debit activity in relation to check number ***Subsequently, your account ending in [redacted] was closed to avoid exposure to any further unauthorized activityThe claim was denied because the item was reported to the bank more than sixty calendar days after your January account statement was mailed to youAlthough we denied your claim, our investigators continued to work in a conciliatory capacity with you and Wal-Mart to seek a resolution to this issue by providing documentation that our records reflected the double payment of the transaction from the account to SAMSCLUB-WALMART/GE CARD.On April 25, 2016, you visited our Gray Street branch for a resolution to your concerns, and met with [redacted] During your visit, you informed [redacted] that you had filed a dispute with Wal-Mart on April 22, 2016, case number [redacted] in an effort to locate your missing SAMSCLUB-WALMART/GE credit card payment which cleared account ending in [redacted] on January 4, To date, Wal-Mart has not provided you with a status update of your dispute.In an effort to assist you with resolving your disagreement with the merchant, [redacted] issued a provisional credit of $to your account ending in [redacted] while we completed a "source receipt" review for this payment with the receiving bankAs of today's date, we are still pending this information from JP Morgan ChaseAt the conclusion of your discussion with [redacted] , you confirmed your understanding that we would reverse our provisional credit of $from your account once we received confirmation from JP Morgan Chase that they received your paymentYou informed [redacted] that she had sufficiently addressed your concerns