Coatesville Savings Bank

May 6, 2016Dear [redacted] ***,We have received your letter dated April 28, regarding a customers rejection of our initial response to his complaint.As we noted in our original response, we are hopeful that the customer is able to restore his insurability as Soon as possible.Any customers insurability, which is determined solely by his or her insurance company, incorporates various risk ratings and factors including information about any prior claimsWithout knowing specific details about any claims, it would be difficult to determine where a customers overall risk rating would fall on an insurance company's scaleThis information can only be obtained from an insurance company.For whatever reason, our customers insurance company opted not to renew or re-instate his insurance policy when they received the paymentInsurance companies generally don’t turn away premium payments when they are received unless there are underlying insurability issuesThe customer noted that he had made multiple claims under his policy prior to its cancellation.Thank you for the opportunity to respond to this complaintLike you, we're hopeful that the customer is able to restore his insurability as soon as possible.Sincerely,Frederick HPresident& CEO

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: What else is there say CSB failed to pay our insurance premium on time They failed to honor the escrow account We're still in the predicament due to CSB not taking this matter seriously We can't get affordable home owner's insurance because of CSB failure to do what they were supposed to What's the point of having an escrow account if the mortgage company isn't going to take care of it Regards, [redacted]

April 15, 2016Dear [redacted] ***,We have received your letter dated April 11, regarding a complaint you received from one of our customersThis complaint refers to issues the customer has had obtaining homeowners insurance and the implication within the complaint is that the bank is responsible for these issues.While we are aware of the issue and, in fact, have made every effort to assist the customer with his issue, as the homeowner, he is ultimately responsible for insuring his home and its contentsInsurance companies generally don't turn away premium payments when they are received unless there are underlying insurability issuesThe customer noted that he had made multiple claims under his policy prior to its cancellation.Prior to his complaint to you he filed a complaint with the Pennsylvania Department of Banking and Securities to which we responded back in November of As we noted within that response, if the customer has not obtained or is notable to obtain his own insurance policy by the time the current policy expires, we will renew the policy that was force-placed, adjusted for the current mortgage balance at the time of renewalThe customer will be responsible for that premium.As it is now, however, that renewed, force-placed policy will not provide coverage for the contents of the home.Thank you for the opportunity to respond to this complaintLike you, were hopeful that the customer is able to restore his insurability as soon as possible.Sincerely,Frederick HPresident& CEO

April 15, 2016Dear [redacted],We have received your letter dated April 11, 2016 regarding a complaint you received from one of our customers. This complaint refers to issues the customer has had obtaining homeowners insurance and the implication within the complaint is that the bank is responsible...

for these issues.While we are aware of the issue and, in fact, have made every effort to assist the customer with his issue, as the homeowner, he is ultimately responsible for insuring his home and its contents. Insurance companies generally don't turn away premium payments when they are received unless there are underlying insurability issues. The customer noted that he had made multiple claims under his policy prior to its cancellation.Prior to his complaint to you he filed a complaint with the Pennsylvania Department of Banking and Securities to which we responded back in November of 2015. As we noted within that response, if the customer has not obtained or is notable to obtain his own insurance policy by the time the current policy expires, we will renew the policy that was force-placed, adjusted for the current mortgage balance at the time of renewal. The customer will be responsible for that premium.As it is now, however, that renewed, force-placed policy will not provide coverage for the contents of the home.Thank you for the opportunity to respond to this complaint. Like you, were hopeful that the customer is able to restore his insurability as soon as possible.Sincerely,Frederick H. President& CEO

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: What else is there say.  CSB failed to pay our insurance premium on time.  They failed to honor the escrow account.  We're still in the predicament due to CSB not taking this matter seriously.  We can't get affordable home owner's insurance because of CSB failure to do what they were supposed to.  What's the point of having an escrow account if the mortgage company isn't going to take care of it.   
Regards,
[redacted]

May 6, 2016Dear [redacted],We have received your letter dated April 28, 2016 regarding a customers rejection of our initial response to his complaint.As we noted in our original response, we are hopeful that the customer is able to restore his insurability as Soon as possible.Any customers insurability, which is determined solely by his or her insurance company, incorporates various risk ratings and factors including information about any prior claims. Without knowing specific details about any claims, it would be difficult to determine where a customers overall risk rating would fall on an insurance company's scale. This information can only be obtained from an insurance company.For whatever reason, our customers insurance company opted not to renew or re-instate his insurance policy when they received the payment. Insurance companies generally don’t turn away premium payments when they are received unless there are underlying insurability issues. The customer noted that he had made multiple claims under his policy prior to its cancellation.Thank you for the opportunity to respond to this complaint. Like you, we're hopeful that the customer is able to restore his insurability as soon as possible.Sincerely,Frederick H. President& CEO