Columbia Bank

Good morning, I am writing to provide you a status update for complaint [redacted] I received a reminder notice that a response for this complaint and wish to provide an explanationAt the same time the complaint was submitted to your Bureau, the customer also submitted a complaint to a regulator of this companyOur procedures for when a complaint is escalated in this manner are to respond to the regulator within their timeframes and to use all possible time granted by them to research the complaintPlease know that the Bank will respond to this complaint and that we take our relationship with your Agency seriouslyThe projected response date for this complaint is Monday, April 24th Sincerely, Erik M [redacted] AVP, Compliance Program Manager Complaint Program Administrator

In response to the escalation of Case ID [redacted] , please refer to the initial response letter submitted by Columbia Bank (“Bank”) to your office on April 24, 2017.While Columbia Bank maintains its original position(s) as described therein, we would like to acknowledge that we understand and apologize for the frustration experienced by Mr [redacted] , but ask that he consider the actions taken by our employee to have been done with regard for what was believed would be in his Mr [redacted] ’s best interest.The employee who is the subject of the complaint has been counseled on the nature of the communications conducted with Mr [redacted] The employee recognizes that stating the issue was “not a huge deal” was an error in judgement, and on behalf of the Bank we apologize.The discrepancy at the heart of Mr [redacted] ’s concerns (the difference between the regular loan payment and the loan’s payoff balance) totaled $Records indicate that Mr [redacted] called the Bank’s Customer Care Department and disputed an amount of $Due to the nature of verbal conversations, there is no way to verify whether the error in dollar amount was that of Mr [redacted] or that of the Bank representativeRegardless, upon receipt of the complaint filed by Customer Care, regional management instructed the branch to credit the stated amount ($19.00) to Mr [redacted] ’s deposit accountIt bears noting that this credit was processed on the business day following the initial transaction.Don J***, SVP and Regional Manager has been in contact with Mr [redacted] in order to understand his further desired outcome, and we look forward to regaining good relations

Complaint: [redacted] I am rejecting this response because:There are statements, and incomplete information in CB's response to my complaintGene M [redacted] claims to have clarified the fees during the phone call after I left the branchWhen I asked what the fees were, and why they weren't communicated, he told me that "it's no big deal"I called CB's customer support for clarification, but they were unable to explain the feesIt wasn't until 5:PM that day that Gene M [redacted] sent me an email in which he acknowledged that he processed a different amount then requested, and explained what the fees were.I did not ratify Gene M***'s decision, Hence this complaintI did not argue the validity of the fees, but instead the way Gene M [redacted] went about itI spoke with him in person that day, and he neglected to tell me about any discrepanciesHe went on to process a different amount, without communicationI deposited my check at the bank at 12:PM, and Gene did not make the transfer until 2:PMThere was more than enough time to communicate any discrepancies prior to processing the amount that I did not authorizeI did not authorize the payment of that amount, nor did I authorize Gene M [redacted] to make financial decisions on my behalf Sincerely, [redacted]

Hello,
I was just contacted today by the bank and they have resolved the issue by returning our funds and apologizing for the situationThank you for your help.--
*** ***

Good morning,   I am writing to provide you a status update for complaint [redacted]. I received a reminder notice that a response for this complaint and wish to provide an explanation. At the same time the complaint was submitted to your Bureau, the customer also submitted a complaint to a...

regulator of this company. Our procedures for when a complaint is escalated in this manner are to respond to the regulator within their timeframes and to use all possible time granted by them to research the complaint. Please know that the Bank will respond to this complaint and that we take our relationship with your Agency seriously. The projected response date for this complaint is Monday, April 24th.   Sincerely,   Erik M[redacted] AVP, Compliance Program Manager Complaint Program Administrator

Dear Revdex.com and Mr. [redacted]:
We are providing this letter in response to the consumer complaint referenced above which was received on December 8, 2015. We regret to hear of Mr. [redacted]’s frustration with the electronic statement registration process, and with the level of service he received. We hope...

that this letter will provide some clarity to the issues presented in the complaint.
The fee mentioned in the complaint is for a mailed paper statement for personal deposit accounts. The fee is waived for customers who are enrolled to receive electronic statements (“eStatements”) through the Columbia Bank (“Bank”) online banking system. The Bank researched Mr. [redacted]’s online banking account settings. While Mr. [redacted] has an online banking account, he has not accessed the system and has not enrolled in eStatements. The enrollment process for eStatements is important and must be completed by customers themselves because it ensures the delivery of disclosures that the Bank is required to provide.
The Bank has worked with Mr. [redacted] to assist him in resolving his issues and setting up eStatements. [redacted] branch staff provided Mr. [redacted] instructions for enrolling in eStatements, and the [redacted] Branch Manager followed up with a phone call and a voicemail to Mr. [redacted] on December 9, 2015. The Bank also scheduled an appointment with Mr. [redacted] for 11am on December 10, 2015 to review his issues in-person. Mr. [redacted] cancelled the appointment. Following Mr. [redacted]’s instructions, the Bank closed his deposit account on December 14, 2015.
We regret the frustration Mr. [redacted] experienced. Our customers are our top priority, and our goal is to offer excellent service consistently.

In response to the escalation of Case ID [redacted], please refer to the initial response letter submitted by Columbia Bank (“Bank”) to your office on April 24, 2017.While Columbia Bank maintains its original position(s) as described therein, we would like to acknowledge that we understand and apologize for the frustration experienced by Mr. [redacted], but ask that he consider the actions taken by our employee to have been done with regard for what was believed would be in his Mr. [redacted]’s best interest.The employee who is the subject of the complaint has been counseled on the nature of the communications conducted with Mr. [redacted]. The employee recognizes that stating the issue was “not a huge deal” was an error in judgement, and on behalf of the Bank we apologize.The discrepancy at the heart of Mr. [redacted]’s concerns (the difference between the regular loan payment and the loan’s payoff balance) totaled $16.03. Records indicate that Mr. [redacted] called the Bank’s Customer Care Department and disputed an amount of $19.00. Due to the nature of verbal conversations, there is no way to verify whether the error in dollar amount was that of Mr. [redacted] or that of the Bank representative. Regardless, upon receipt of the complaint filed by Customer Care, regional management instructed the branch to credit the stated amount ($19.00) to Mr. [redacted]’s deposit account. It bears noting that this credit was processed on the business day following the initial transaction.Don J[redacted], SVP and Regional Manager has been in contact with Mr. [redacted] in order to understand his further desired outcome, and we look forward to regaining good relations.

Complaint: [redacted]
I am rejecting this response because:There are false statements, and incomplete information in CB's response to my complaint. Gene M[redacted] claims to have clarified the fees during the phone call after I left the branch. When I asked what the fees were, and why they weren't communicated, he told me that "it's no big deal". I called CB's customer support for clarification, but they were unable to explain the fees. It wasn't until 5:16 PM that day that Gene M[redacted] sent me an email in which he acknowledged that he processed a different amount then requested, and explained what the fees were.I did not ratify Gene M[redacted]'s decision, Hence this complaint. I did not argue the validity of the fees, but instead the way Gene M[redacted] went about it. I spoke with him in person that day, and he neglected to tell me about any discrepancies. He went on to process a different amount, without communication. I deposited my check at the bank at 12:57 PM, and Gene did not make the transfer until 2:17 PM. There was more than enough time to communicate any discrepancies prior to processing the amount that I did not authorize. I did not authorize the payment of that amount, nor did I authorize Gene M[redacted] to make financial decisions on my behalf.
Sincerely,
[redacted]