Bippus State Bank

Initial Business Response / [redacted] (1000, 5, 2016/03/01) */ Contact Name and Title: [redacted] SPrange, CIO Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bippusbank.com After a thorough review of the file, it appears that the customer attempted to purchase merchandise from a company that is on a blocked category listDue to excessive fraud involving this merchant, we block all transactions to this merchant in order to protect our customers and our shareholders from fraud and financial lossIt should be noted that the fraudulent transactions have not necessarily been the fault of the merchant, but that the merchant is a popular target for fraudulent transactionsWhen the customer called in to ask about the block, he was advised that this was a blocked merchant due to fraudAn attempt was made to offer alternative methods of paymentHowever, the customer started using abusive and obscene languageHe was then escalated to our next level of customer support where he left a messagedocumented attempts were made to contact the customerHowever, calls were not answered and voicemail was not availableThe number was verified through caller IDWe attempted to suggest alternative methods in order to assist and help this customer with his purchase OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off, I did say when asked who wants to speak with the service tech, or whomever it was, a very P.O.'d customer, and did tell them it's stupid to not allow me to spend my own money where I wantThey called twice while I was at work and was unable to respondI sent them a message on their webpage before I went to work, they never responded to thatI called about times, once the Saturday before, then tuesday cause they were closed presidents dayNEVER once did they ever offer any kind of assistance, never once did they try to resolve this issue I was told by two different people there was no way they would ever allow me to pay for itI said well It's me, you verified it's me, just allow them to take it out, I can see what you're doing, but I'm telling you I ordered thisThey said nope absolutely not, would not give me a reasonThen my brother called and asked if they stopped any transaction from gamestop, the manager that I spoke with said not that I'm aware of, when I spoke with her minutes prior, then when he said then why won't you allow my brother's order to go through then she switched back to saying what she told meIt all seems screwyI spend two days trying to work this out, I was given time to pay for what I pre-ordered, that time was up, they knew I had to have it taken care of or it would be put back on the site, cause it was being sent out that day, and they wouldn't allow the payment to go throughThey never sent out any letters explaining this to people, and more probably have done, or will do the same thingTheir was no warning, they mentioned nothing to it's customersThey never replied to my message, which I asked who else I can't spend my money with, cause they said they had other video game places, and I'm guessing one it Playstation network, cause I tried to purchase the DLC package for fallout from them, cause it was going from to 49.99, but no it said it couldn't do it, so now theirs two places, and two times they screwed me out of using my own moneyI've talked to many people, and the reason that I didn't return the calls were, aI'd be on the phone for hours again just to try to get ahold of them(The manager of the branch was clueless on the situation, great manager huh) bAny solution was then gone, cause they held it from Saturday when they were processing the purchace til Tuesday morningand ccause of this, and their attitude, and countless other problems, I've been talking to people and they all have first federal with no problems, so I'm waiting til now to cancel my account, and switch banksTo elaberate on this, one of their employees told me they wouldn't even allow them to buy gas when they went to visit family out of town, what kinda crap is thatThey had a few cards stolen, and used, and now they won't allow you to leave town and purchase anything, they won't allow you to purchase things online, it's stupid, it's no way to treat customers, it's no way to run a businessTheir was no reason to not allow a purchase I made when I told them it was a legit purchase, I made it, to let it go through, they are lazy, and and you've had people steal numbers and purchase them from a place, and you want to make sure it doesn't happen, you shouldn't be lazy and block them, you should do your darn job and call the person and say did you make this purchase from gamestop? Yes alright, then let it go through, or at least when they call and ask, you should allow it through not refuseand I think it's funny, cause you say you were going to resolve this issue, but yet you don't mention anything on howCause if you got mouthy and said you'd never allow any transations, unless I drive to a store and purchase with my pin, which I'm not able to do, then how would you have resolved it? Were you gonna drive to one, and buy it for me, no that's right cause you can't, cause it was held online, when it shouldn't have been cause their was hundreds of people in line incase sales fell through and there was no way to get it

Initial Business Response /* (1000, 5, 2016/03/01) */
Contact Name and Title: [redacted] S. Prange, CIO
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bippusbank.com
After a thorough review of the file, it appears that the customer attempted to purchase merchandise from a company that is on a...

blocked category list. Due to excessive fraud involving this merchant, we block all transactions to this merchant in order to protect our customers and our shareholders from fraud and financial loss. It should be noted that the fraudulent transactions have not necessarily been the fault of the merchant, but that the merchant is a popular target for fraudulent transactions. When the customer called in to ask about the block, he was advised that this was a blocked merchant due to fraud. An attempt was made to offer alternative methods of payment. However, the customer started using abusive and obscene language. He was then escalated to our next level of customer support where he left a message. 3 documented attempts were made to contact the customer. However, calls were not answered and voicemail was not available. The number was verified through caller ID. We attempted to suggest alternative methods in order to assist and help this customer with his purchase.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, I did say when asked who wants to speak with the service tech, or whomever it was, a very P.O.'d customer, and did tell them it's stupid to not allow me to spend my own money where I want. They called twice while I was at work and was unable to respond. I sent them a message on their webpage before I went to work, they never responded to that. I called about 6 times, once the Saturday before, then tuesday cause they were closed presidents day. NEVER once did they ever offer any kind of assistance, never once did they try to resolve this issue I was told by two different people there was no way they would ever allow me to pay for it. I said well It's me, you verified it's me, just allow them to take it out, I can see what you're doing, but I'm telling you I ordered this. They said nope absolutely not, would not give me a reason. Then my brother called and asked if they stopped any transaction from gamestop, the manager that I spoke with said not that I'm aware of, when I spoke with her 45 minutes prior, then when he said then why won't you allow my brother's order to go through then she switched back to saying what she told me. It all seems screwy. I spend two days trying to work this out, I was given time to pay for what I pre-ordered, that time was up, they knew I had to have it taken care of or it would be put back on the site, cause it was being sent out that day, and they wouldn't allow the payment to go through. They never sent out any letters explaining this to people, and more probably have done, or will do the same thing. Their was no warning, they mentioned nothing to it's customers. They never replied to my message, which I asked who else I can't spend my money with, cause they said they had other video game places, and I'm guessing one it Playstation network, cause I tried to purchase the DLC package for fallout 4 from them, cause it was going from 29.99 to 49.99, but no it said it couldn't do it, so now theirs two places, and two times they screwed me out of using my own money. I've talked to many people, and the reason that I didn't return the calls were, a. I'd be on the phone for hours again just to try to get ahold of them(The manager of the branch was clueless on the situation, great manager huh) b. Any solution was then gone, cause they held it from Saturday when they were processing the purchace til Tuesday morning. and c. cause of this, and their attitude, and countless other problems, I've been talking to people and they all have first federal with no problems, so I'm waiting til now to cancel my account, and switch banks. To elaberate on this, one of their employees told me they wouldn't even allow them to buy gas when they went to visit family out of town, what kinda crap is that. They had a few cards stolen, and used, and now they won't allow you to leave town and purchase anything, they won't allow you to purchase things online, it's stupid, it's no way to treat customers, it's no way to run a business. Their was no reason to not allow a purchase I made when I told them it was a legit purchase, I made it, to let it go through, they are lazy, and and you've had people steal numbers and purchase them from a place, and you want to make sure it doesn't happen, you shouldn't be lazy and block them, you should do your darn job and call the person and say did you make this purchase from gamestop? Yes alright, then let it go through, or at least when they call and ask, you should allow it through not refuse. and I think it's funny, cause you say you were going to resolve this issue, but yet you don't mention anything on how. Cause if you got mouthy and said you'd never allow any transations, unless I drive to a store and purchase with my pin, which I'm not able to do, then how would you have resolved it? Were you gonna drive to one, and buy it for me, no that's right cause you can't, cause it was held online, when it shouldn't have been cause their was hundreds of people in line incase sales fell through and there was no way to get it.