Davis Trust Bank

In response to the complaint filed, please see the attached information.Davis Trust Company strives to provide excellent customer serviceIn regards to customer overdrafts, we do not charge for the first two overdrafts after account opening nor do we charge for any overdraft amount less than
$The customer account May 13, Since that date, her account has been overdrawn days including overdrafts in which resulted in charges.We provide our customers with multiple channels outside of regular mail to check their balances and maintain their accountsIn addition to Centervoice (a telephonic automated system), we also offer balance inquiry capability at all ATMs as well as online banking and mobile bankingAll of these channels are available to our customers hours a day, days a week at no costThe customer did not qualify for the overdraft protection plan therefore there never was an option to opt in or outAs a result, the ad-hoc review process is utilized in reviewing her account transactionsWe also have a second review process in place which provides our customers with an extra layer of protection in the event of any memo credits being posted prior to final processing and return of any items.When our customer contacted Davis Trust Company via email regarding the overdraft as well as not receiving notice by mail, we requested she verify her mailing addressTo date we have not received any additional verification, however please note that her address has not changed in the previous years, no mail has been returned as undeliverable and to our knowledge this has never been a concern until this issue arose.Attached you will find a copy of our current fee schedule which is dated November 1, We mailed a copy of this schedule to all of our customers at that time and we have not changed our fee structure since that dateAlso the customer has overdrawn her account numerous times since that date and has been charged the $for each of those overdrafts.In regards to our customer's current complaint, our customer originally wrote check # in the amount of $dated December 21, A statement was mailed January 20, which indicated that this check had not cleared, therefore, she was aware that this item remained outstandingOn January 31, a $Point of Sale (POS) transaction was denied but subsequently paid (without any charges) and on February 6, a $POS as well as a $POS transaction were deniedThese denials alone should have alerted her to an issue with her account status yet she did not log into our online banking service until February 9, at 4:40PM and did not contact Davis Trust Company until February 13, at 1:47PM This last date is also the same date and time that she notified your office At this time we feel as though we have followed proper procedures and do not plan to refund any fees If you have any questions or need any additional information please feel free to contact me at *** *** *** ***Sincerely,*** ** ***Chief Operation Officer