Carolina Generator Sales, Service & Rental, Inc.

Thank you for allowing us the chance to respond to Mr***’s concernsWe’ve been working with Mr*** for several years, as his travels have created some difficulties in regards to accessing Union’s Online Banking, Mobile Banking and Customer Contact Center. We have often made exceptions
for international authentication and provided toll free calling so he could access the information and teammates he needed to bank from such remote locations. In the past, we dedicated a specific Union teammate to assist him with his digital and mobile banking needs. Additionally, we have refunded multiple fees for various situations. However, we still seem to come up short in meeting Mr***’s needsIn this most recent concern, I can confirm that there have been no bank errors or account malfunctions. By our terms and conditions, overdrafts may be allowed with the exception of any transactions governed by the customer’s Regulation E choices (which only are applicable to single, point-of-sale debit card transactions). In this case, Mr*** authorized *** to deduct funds via ACH, which any bank (in this case, Union) will process as such. The reference to *** using a backup form of funding is only applicable if *** receives a transaction rejection, which does not apply to this situation. Said another way, if more money is spent than your balance can accommodate, there will be overdrafts and overdraft fees, as indicated in our disclosuresPer Mr***’s secondary email to the bank, we agree that it is in our mutual best interest to end the relationship, and in doing so, would in good faith refund the $*** in fees to help facilitate the process. Mr*** would be responsible, as he stated, to pay any debts that are outside of those fees to bring the account to a zero balance. As of this writing, the account would need to be settled prior to July 25th to avoid charge off and collections. We will also place the account on a “credits only” status, which is the bank’s only method of ensuring *** and other third parties cannot continue to withdraw from this accountIn agreeing to refund the fees, we ask that Mr*** refrain from using profanity and harassing any teammate of Union, branch or otherwise, so we may successfully grant his account closure and maintain a comfortable and safe working environment for our teammatesIf you have any questions, please direct further questions to Jeff H***, Market Manager, at ***Thank you again,Jason *H***Vice President, Director of Customer ExperienceUnion Bank & Trust

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Thank you for the opportunity to research and respond to Mr***'s concerns.After thorough research and conversations with Union teammates, we found that our Charter Colony Branch Manager, Rusty ***, has been in frequent communications with Mr*** and explained and offered the dispute
process via email Additionally, the Market Manager for this region has been involved and we have explained that if the transaction is indeed found to be unauthorized, we will be happy and eager to refund the remaining fees with no question We also offered to place a stop payment on future Simple Bills transactions and to waive the stop payment fee However, we have not received (at this point) a completed dispute or stop payment from Mr***.Once a merchant has been given debit card information, the dispute usually is resolved between the customer and the merchant If no success is achieved, we are happy to initiate a dispute on our end to help facilitate the conversation Simple Bills would then be required to produce proof that authorization was given for current or future payments Our branch teammates and contact center teammates can only explain what would happen if the transaction is or is not deemed as unauthorized, as our Fraud Team manages the process after the submission of the dispute.Mr*** has a full days from the date of the transaction to file a dispute, and we will be glad to help once he has completed the documentation sent to him Please let us know if we can help in any other way.Sincerely, Jason AH***Vice President, Director of Customer ExperienceUnion Bank & Trust

Thank you for the opportunity to respond to Mr***'s experience I apologize for the frustrations.First, we have refunded the full amount of the fee In reviewing the recorded calls, two things were evident There did appear to be some misinformation about how overdraft and
specifically "Reg E" card purchases work Mr*** is correct that if he has opted out of the Reg E debit card portion, then individual debit card purchases will be declined and not overdraw the account However, recurring debit card purchases, such as ***, do not apply to the Reg E opt out procedures By regulation, those recurring purchases will be presented and may cause overdraft fees if funds are not available Secondly, if *** has reversed their charge, it was either in error in the first place or was considered warranted to reverse for payment For those reasons, we have refunded the full fee All the recorded calls will be reviewed again for coaching opportunities as well. Teammates have the empowerment to offer courtesy refunds if we have not refunded fees in the past, but to prevent future fees I would also suggest Mr*** ask any Union teammate about additional products and services that will prevent overdrafts, including overdraft account transfer, lines of credit, as well as email and text alerts to notify you of low balance triggers.Thank you again for contacting us and I appreciate the chance to resolve the situation *Additionally, I will be out of the office until August 24th, so in my absence if you need additional assistance, please contact Liz S*** at *** and she will be eager to help.*Sincerely,*** ** ***Vice President, Director of Customer ExperienceUnion Bank & Trust

Thank you for the opportunity to address and respond to Mr. [redacted]'s concerns.When a bank receives a paper check issued from an international institution, the collection method is often long as the item has to physically clear through multiple avenues.  As our polices state, this could range from...

three business days to as much as twelve weeks, solely dependent on the issuing bank.  Our best time estimations are based on previous transactions, however the final amount of time is dictated by the issuing bank of the original item.In Mr. [redacted]'s case, we have confirmed with [redacted] (our intermediary servicer) that they have not received any funds from the Royal Bank of Scotland as of this morning.  Union's policy is to deposit the collected funds immediately when collected by [redacted].  If Mr. [redacted] has record of the funds clearing RBS, Union and [redacted] can share this information back with RBS to expedite their research.  At this point, we are simply waiting for the funds to arrive from RBS.Also, Mr. [redacted]'s letter sent to our CEO, Billy B[redacted] arrived in our possession just two days ago.  I did not want Mr. [redacted] to feel as if his letter was ignored in any way.We will continue to get daily updates from [redacted], and will communicate as soon as the funds arrive to Union.  For future transactions of similar nature, international wire transfers are a quick and secure method of moving sums of money between banks.  Please let us know if we can provide more information.Thank you, and please do not hesitate to reach out with any other questions or concerns. Sincerely, Jason A. H[redacted]Vice President, Director of Customer ExperienceUnion Bank & Trust

Thank you for the opportunity to respond to Ms. [redacted] concerns and your patience while we researched the situation.Union Bank & Trust and Union Mortgage Group, Inc., while related, are two separate companies with each company’s management managing its own concerns.  However, Ms....

[redacted] situation is unique in that the loan originated with UMG and then was serviced by Union Bank & Trust.  Since Ms. [redacted] concern appears to stem from the UMG origination, we have been in contact with UMG to research and address the situation.  Ms. [redacted] will be contacted within the week from UMG management. If you have any other questions, I am happy to serve as the point of contact until the situation is fully in the hands of UMG leadership.Sincerely, 
[redacted]Union Bank & Trust

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I am not satisfied with the complaint as my brother, who wrote the check, said it had cleared his account weeks ago. Further more I do not understand Mr. Hoffman's comment that they are waiting for "funds to arrive from RBS". In the normal process  [redacted] would have deposited the check in their NOSTRO account with their UK correspondent bank, this check would have been cleared overnight. If the item was dishonored it would have been known within a couple of days. I will contact my brother agin for the exact date the item cleared his account. 
Regards,
[redacted]

Good Morning, and thank you for the opportunity to respond to Mr. [redacted] concerns.We have been working with Mr. [redacted] since early in 2015 when he was experiencing challenges with using Union's mobile app in a remote location overseas.  He filed a Revdex.com complaint at that time and we were able to...

create a workaround to securely activate and operate mobile banking.  The full operation of mobile banking with limited and international access is a challenge for both parties, as international verification and telecommunications is highly susceptible to fraud and hacking attempts.   However, at that time, we made accommodations and altered our procedures to ensure that Mr. [redacted] could access his account.The fees Mr. [redacted] is referencing are not debit card fees. They are published, industry standard fees for international transactions that are listed in our disclosures, and in many cases, fees that are charged by the owner of the foreign ATMs.  These fees merely cover the costs that are charged to Union by [redacted] and the costs associated with international currency conversion.  While we have and will continue to work with Mr. [redacted] to make his unique situation viable for banking with Union, we are limited in our options and cannot control international cellular access, internet availability, and international exchange rates.  We do not want to lose Mr. [redacted] as a customer, but we are unable to refund the fees that are charged to cover these operating costs.We have attempted to contact Mr. [redacted] via international calling, but have repeatedly failed to reach him and there is no voicemail on the account.  Our best methods have been via secure messaging and email, which is still the best method for both parties if Mr. [redacted] has further questions.Sincerely,[redacted]
[redacted]
[redacted]

Thank you for the opportunity to respond to Ms. [redacted]'s concerns.When someone agrees to be a cosigner or joint account holder, whether the account is a deposit or loan account, the person accepts responsibility for the account.  When the address was changed on the account, as is our policy,...

the address change notice was sent to both the new and old address.  This is a security measure to make sure all parties know of the change and alert account holders to any unauthorized changes to their accounts.  Additionally, we cannot remove a name from an account unless an account holder is deceased.  Again, this is a security measure to ensure that ownership and liability rights of the joint account only cease with account closure or death.In speaking with all the teammates Ms. [redacted] has worked with, including Lora [redacted], Union would be happy to open Ms. [redacted]'s accounts as soon as the outstanding debt is paid by either account holder.  Unfortunately, we cannot open an account when the bank is owed a collection debt by an account holder.Please let me know if we can provide any other information or assistance.Sincerely, Jason A. [redacted]Vice President, Director of Customer ExperienceUnion Bank & Trust

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Once the $[redacted] is added to my account, I will add any additional funds to get the balance to $* and then I will close my account of 10 years.
Regards,
[redacted]  [redacted]

Thank you for the opportunity to address and respond to Ms. [redacted] concerns.Ms. [redacted] is correct that she has "opted out" of our Reg E overdraft processing, which means that transactions conducted through her Union debit card will be rejected (with no fee) if no funds are available....

 However, the transactions in question are associated with a card issued and managed by [redacted] ([redacted] Red Card).  Since [redacted] processes these transactions with an account number through ACH, we do not have the ability to stop those transactions.  I am not familiar with [redacted]'s electronic agreements, but I suggest Ms. [redacted] contact [redacted] for more information on their policies.If the transactions are fraudulent or unauthorized, Ms. [redacted] is encouraged to file a dispute with Union and we will send the information for review.  If a transaction is deemed fraudulent and there are associated fees related directly to the fraud activity, Union would be eager to refund those fees.  Customers are encouraged to report unauthorized activity to Union immediately, and we have 24/7 ability to report a debit card lost or stolen through our Customer Contact Center (800-990-4828).  We do have both telephone and text alerts for any activity that our fraud team finds as suspicious.  However, the transaction would need to be out of character for the account (i.e. a charge in China, duplicate domestic charges in opposing locations, etc.).Please let us know if we can help facilitate obtaining the proper information from [redacted].  While I will be out of town until 8/29/16, Ms. [redacted] may contact Kimberly Garrison, Senior Market Manager, at [redacted].Sincerely,Jason A. H[redacted]Vice President, Director of Customer ExperienceUnion Bank & Trust

I DID NOT  received no such letter from this bank because if I had we would not be where we are now. I would have did something about it . I have  a  one credit and I do not allow negative reports on my accounts because I am a responsible person. This bank did not notify me of any changes in address. I have the first time to receive anything from this bank . I learned of  owing this bank money After going into the bank to open an account. Do you think I would have come in if I owe you money? Stop lying and owe up to your mistake YOU DID NOT NOTIFY ME OF NOTHING  concerning this account. THIS MATTER WOULD HAVE BEEN TAKEN CARE OF AND WOULD NOT HAVE GOTTEN THIS FAR IF THEY HAD NOTIFIED ME. THEY DID NOT DO IT , AND PLEASE  STOP LYING.

Thank you for the opportunity to respond and assist Mr. [redacted].I apologize that our card procedures contributed to such inconvenience.  Because we have no ability to verify the issuing bank's systems, bank to bank courtesy is to destroy any captured, lost or discovered plastic for other...

financial institutions.  The reasoning behind this is that the card may have been stolen (or reported stolen) or frozen by the issuing bank and we are doing our part in ensure the card does not get into the wrong hands.  If the card is not stolen, oftentimes the issuing bank will freeze a card to reach a customer they are having trouble contacting for an urgent issue.Union would be eager to refund any charges incurred on our ATM.  Please confirm the total amount of charges and we will send reimbursement to the address listed in this file (unless requested otherwise).Sincerely,Jason *. H[redacted]Vice President, Director of Customer ExperienceUnion Bank & Trust