Chattanooga Oncology & Hematology Associates, PC

The customer's account became negative because of an ATM transaction that was done with the use of a PIN number and a point of sale purchase at Wal-Mart in Madison so it is unlikely that someone hacked into his account All unauthorized transactions are to be reported as soon as you are aware of them to our customer service department which wasn't done Nonetheless we have requested that the collection account be returned (the $is no longer due) and an update was sent to the credit bureau(s) and Chex Systems

Good Afternoon, Please see the attached response to [redacted] complaint Please note that Tim [redacted] has been with Bank Mutual for many years and he never treats anyone disrespectfully He is a very kind, patient, soft spoken person Ms [redacted] is trying to get her way by lying about how she was treated by [redacted] *** Ms [redacted] was extremely rude and difficult when talking to [redacted] and [redacted] *** If you have any questions, please let me know Thank you

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, I did not "lie to get my way"Which I feel is a rude and unprofessional way to speak about a customerI never spoke rudely to either of them, and never would want to be spoken to that wayI've worked in mortgage customer service for over years and have an enormous amount of respect for those who service their customers with honesty, respect and truthAll I ever asked was for [redacted] Schwandt to honor her wordWhich was not doneI truly appreciate Mr [redacted] for doing this for me and hope to have a great relationship with Bank Mutual Regard [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that although this explanation cannot be further disputed, I do feel that when both a husband and wife co-sign for a loan, both parties should receive notifications of subsequent fees for maintaining a line of equityHad I been included in these notifications, it would have prompted me to contact Bank Mutual and work with them to close this. Unfortunately, I was not
Regards,
*** ***

Please find attached the letter that was sent to the customer that states the $fee was refunded. Letter was sent to customer on 1/12/

Good Morning,We received this complaint and we are looking into the situation and will respond to you soon. I was unable to get into your system to view the message until this morning. Thank you

Please see the attachments. No refund is due to this former customer. Bank Mutual didn't do anything out of the ordinary business practice regarding this account. None of the withdrawals listed in the two attached statements are from checks written. They are all from
point of sale (POS) debit card transactions or ATM transactions so the customer's complaint is actually incorrect. The customer created this problem by continuing to overdraft the account

When Mrand Mrs*** applied for the home equity line of credit in November of they would have signed loan closing documents. Within these documents all of the ins and outs of a line of credit were spelled out in great detail. The annual fee would have been discussed with the customer at application and at closing. It is also explained to customers that the line of credit will be available for years, but that they can close it at any time OR pay it down to zero and keep it available to them and continue to pay the annual fee. I took a moment to review the loan statements and it appears that Mrand Mr*** had used the line of credit and paid it down to a zero balance in December of 2010. Since then they have received annual statements for the $annual maintenance fee due on the line and paid the fee every year. On a number of occasions I have worked with customers who no longer felt that had a use for the line of credit. When they get the annual statement for the fee that usually prompts them to close the line. This was not the case with Mrand Mrs***. They paid their fee in December, no questions asked. This annual fee is not refundable if it’s paid and then the line of credit is closed before the year is over with The $annual maintenance fee on the line of credit covers the money we have to pay Fiserv Company for the behind the scenes processing of the line of credit, for providing the checks that can be used with the line of credit, and most of all for the convenience of having a line of credit available at any time to access money easily. The fee also covers the cost of the statements we provide to the customer. The $in register of deeds fees ($for the line of credit and $for the fixed equity loan) is not included in our $annual maintenance fee on the line of credit because it is a separate fee required by the register of deeds in order to record the lien releases. If Bank Mutual didn’t provide the service of working directly with the register of deeds to record the lien releases, our customers would have to take care of it themselves by working directly with the register of deeds and paying them the $fee per loan to record the lien releases. The other loan that they had was a fixed rate fixed term, or closed end loan. With this loan type there is no annual fee associated with it. Please feel free to let me know if there are any other questions or further clarification would be required. Thank you, *** *** Senior Personal Banker Oak Creek OfficeNMLS#: [email protected] SHowell Ave., Oak Creek, WI 53154 Diane *** Executive Assistant Executive Office

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I did not "lie to get my way". Which I feel is a rude and unprofessional way to speak about a customer. I never spoke rudely to either of them, and never would want to be spoken to that way. I've worked in mortgage customer service for over 18 years and have an enormous amount of respect for those who service their customers with honesty, respect and truth. All I ever asked was for [redacted] Schwandt to honor her word. Which was not done. I truly appreciate Mr. [redacted] for doing this for me and hope to have a great relationship with Bank Mutual. 
Regard
[redacted]

Our investigation shows Ms. [redacted] debit card was present and swiped for the purchase at Dollar Rent A Car at the Milwaukee airport location.  Ms. [redacted] stated in her dispute that she has always had possession of her debit card.  If information was taken from Ms. [redacted] laptop there is...

not enough card data from online transactions to produce a working physical debit card.  Card activity does not meet a pattern of fraud.Also noted that complainant’s email address used to file this complaint with the Revdex.com is known to us as the complainant’s half-sister’s email address from prior investigations.  Contact phone number for Revdex.com complainant also does not match phone number on file for Ms. [redacted]  Thanks [redacted]!  [redacted] Executive Assistant Executive Office

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.
Ms. [redacted], thank you for getting back to me. Forgive me, I’m  afraid I’m not very well educated in the matter of Bank Mutual’s business practices. Can you please tell me what the $50 Annual maintenance fee we have been paying over the years, and recently paid,  was for?  I want to make certain that  I have a clear understanding of why we were paying $50 annually in maintenance fees. Also,  can you please explain why the $60 in register of deeds fees was not covered in the annual maintenance fees?  In event the maintenance fees were for one of the credit accounts we have now closed, and it was pre-paid for 2016, I would expect a refund would be in order for April – Dec., 2016 as well.  Finally, what’s the difference between the “Equity Line of Credit” and the Bank Mutual Credit card we were required to establish and maintain as a condition of the home loan? It seems like redundancy in having both  credit line requirements. For future contacts, please use the contact phone number I provided on the Revdex.com form: 414-412-3769 or submit another response via the Revdex.com site. Thanks much, [redacted]

Good Afternoon, Please see the attached response to [redacted] complaint.   Please note that Tim [redacted] has been with Bank Mutual for many years and he never treats anyone disrespectfully.  He is a very kind, patient, soft spoken person.  Ms. [redacted] is trying to get her...

way by lying about how she was treated by [redacted].  Ms. [redacted] was extremely rude and difficult when talking to [redacted] and [redacted].   If you have any questions, please let me know.   Thank you.

Revdex.com,We sent a letter to Michael Schaefer today informing him that we have refunded the $15.00 fee we charged him.  Please let me know if you need anything else.Thank you.?

The customer's account became negative because of an ATM transaction that was done with the use of a PIN number and a point of sale purchase at Wal-Mart in Madison so it is unlikely that someone hacked into his account.  All unauthorized transactions are to be reported as soon as you are aware of them to our customer service department which wasn't done.  Nonetheless we have requested that the collection account be returned (the $148.08 is no longer due) and an update was sent to the credit bureau(s) and Chex Systems.

[A default letter is provided here which indicates your acceptance of the business's response.  If...

you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[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.
I do not agree with their response. I requested to close the account because their were transactions and checks being wrote from my account that I did not authorize. This also occurred when Target had the card hack in their stores. I refuse to speak with anyone at that branch of the bank as well because they have terrible customer service. In my defense the customer is always right, yes there are dishonest customers but I do not believe I should be punished for transactions I did not authorize or have any idea about. I understand the account was in my name and there was a check card used, but when a hacker get into your account and can get card numbers and account numbers. Things like this happen. I would just like for the account to be vanished from my name so we can both move on from this situation. I do not care about a refund or statement I just want this to be handled in a customer service stand point and move on. Thank you 
Regards,
[redacted]