Direct Construction

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 Sincerely, [redacted] **

Dear [redacted] Kelley, This is in response to complaint ID # [redacted] filed by [redacted] ***, dated March 4, Our attempts to contact Mr [redacted] to obtain more information have been unsuccessful and our messages to call us back have not been returnedIn any case, we have issued Mr [redacted] a chip card and PIN to the PO Box we have on file, which is the same as stated on his reportHe should be receiving the card within to days and the PIN several days after We hope this resolves the matter to his satisfaction Sincerely,Christine D [redacted] , Central Pacific Bank

Attached is a copy of the letter that went out in the mail today

Dear 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 In addition, in May month, 2015, I have requested electronically through the CPB online in my account page for the fourth time to change my physical address from apartment [redacted] to apartment [redacted] at the same [redacted] , [redacted] *** However, when I have checked my physical address to see if the Central Pacific Bank did changed my appt from [redacted] to ***, I founded that my physical address was changed on Ewa Beach years old address for the fourth time within two years and it was disregarding my will againThis is the reason why I have asked Revdex.com to help me to result my customer's rightI am a CPB customer since 2005! And I made a HPD police report to have their number of report for a purpose to have a witnesses that I am trying to do something right as a customer,as an American Citizen, and as an American Armed Forces Veteran who is being humiliated by the CPB's clerks within two years by keep changing customer's physical address how CPB clerks want it and not by the customer's willThank you CPB representative for your understanding of my concern and thank you for responding me properly at this time by writing me and not just submitting me an attachment again for the third time with wrong apartment [redacted] on [redacted] (it was looks like that you didn't even bather to check your attachment before sending me it for the second time).Thank you to the Revdex.com representative who was working with me diligently and patiently all these time to help me to result the problem between CPB and my customer's rightsI do express my deep appreciation for the Revdex.com of HawaiiSincerely, [redacted]

Dear Mr***,Thank youfor your inquiryto the Revdex.com regarding your changeof address requestssent to Central Pacific Bank.We appreciate your patience as it was necessary to investigate what occurred. Please know that we take customer service very seriously here at Central PacificBank and appreciate knowing when we have fallen short of your expectations.We have learnedthe following:• Your physical addresswas updated to *** *** *** ***
*** ** ***onMay22, 2015.• Your mailing addresson file is ** *** *** *** ** since July 22,2013.• Your previous physicaladdress was *** *** ** *** *** **.As of July 2013, all correspondence from the bank has been sent to your mailing address on file and we found no mail that was addressed tothe *** *** address In fact, we reviewed your statements and found that each and everystatement from July has beenmailed to the mailing addressthat you had providedIn addition,we confirmed that no marketing materials have ever been sent to anywhere otherthan your mailing address.We do apologize for the confusion you encountered inattempting to update your address butwe have not find any instances where mail was delivered to your *** *** address after your address changein July Pleaselet us know if we can do anything to help you updateyour files in the future.Sonya G***

Dear Mr***,Thank youfor your inquiryto the Revdex.com regarding your changeof address requestssent to Central Pacific Bank.We appreciate your patience as it was necessary to investigate what occurred. Please know that we take customer service
very seriously here at Central PacificBank and appreciate knowing when we have fallen short of your expectations.We have learnedthe following:• Your physical addresswas updated to *** *** *** ***
*** ** ***onMay22, 2015.• Your mailing addresson file is ** *** *** *** ** since July 22,2013.• Your previous physicaladdress was *** *** ** *** *** **.As of July 2013, all correspondence from the bank has been sent to your mailing address on file and we found no mail that was addressed tothe *** *** address In fact, we reviewed your statements and found that each and everystatement from July has beenmailed to the mailing addressthat you had providedIn addition,we confirmed that no marketing materials have ever been sent to anywhere otherthan your mailing address.We do apologize for the confusion you encountered inattempting to update your address butwe have not find any instances where mail was delivered to your *** *** address after your address changein July Pleaselet us know if we can do anything to help you updateyour files in the future.Sonya G***

The attached letter was mailed to the customer

See attached

We are in receipt of your complaint to the Revdex.com and we are happy to respond to your concernsPlease know that we take customer service very seriously here at Central Pacific Bank ("CPB") and appreciate knowing when we have f*en short of your expectations.You state that you are
your mother's guardian and that you are having difficulty closing your mother's credit cardYou complain that in order to close the credit card account, you were asked to send the legal guardianship documents to CPB's credit card vendorYou complain that you are busy taking care of your elderly mother and that "you don't have to give them my legal documents." You ask that the credit card be closed and voice frustration that closure of a credit card with a $credit should not be this difficult.We agree and are doing everything we can to make this process easy for you, knowing that you need to focus on taking care of your motherEnclosed is a simple closure request that your mother can sign that can either be mailed (self-addressed stamped envelope enclosed) or faxed (fax number is at the top of the request) to our credit card vendorIn the event that your mother can communicate via telephone, she can instead contact our credit card vendor at *** *** and authorize them to close the account.We will continue to monitor this situation through its conclusion, however but look forward to a satisfactory resolutionIf you have any issues after talking to our vendor, please contact Kevin H*** at *** ***

Thank you for your complaint to the Revdex.com regarding the closures of your accountsYou state that you had both business and personal accounts with Central Pacific Bank (CPB) and that recently your accounts were closed by usYou state that you did not get notice of the account
closures by letter, but state that you did speak to a branch employee on August 26, and were informed that your accounts were going to be closed by usYou also state in your complaint that you do not know why your accounts were closed and complain that this causes you inconvenience.We sincerely apologize for the inconvenienceWe understand how difficult it can be to move to a different financial institution and establish new accounts while at the same time, trying to maintain your business activitiesUnfortunately, CPB deemed it necessary to end its banking relationship with you and your business, *** *** *** ***, but we can certainly provide you with more time to find another financial institutionWe wlll gladly give you an extension, up to September 12, 2016, before we close your accounts.For your information, one of the reasons that we felt the need to end your banking relationships with us was our inability to make contact with youWe have a multitude of addresses for both you and your businesses, and notices provided to several of these addresses are consistently returned: *** ***
***
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** *** ***
*** *** ***
*** ** ***
*** *** ***We have also not been able to verify your addresses on publicly available websites, as some of these addresses differ as well:*** ** *** *** *** *** *** *** *** **
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*** ** *** ** *** *** *** *** *** *** ***
*** ***
*** *** ***
*** ** *** *** *** *** *** *** ** *** *** *** ***
*** ** ***We have also telephoned you on multiple occasions and received no answerWe simply cannot keep your accounts open if we are unable to communicate with you.As you may recall, when you opened your accounts with Central Pacific Bank (CPB), you signed a Signature Card agreeing to the terms of our Deposit Account AgreementBy signing, you agreed to provide us with notice of account changes, including change of address:Account ChangesYou agree to notify us immediately in writing of any change in your name, address or the authorized signers on your account.You also agreed that our account relationship may end, by either party, at any time, with or without cause:You agree that we may terminate your account relationship with us at any time without prior notice, with or without cause, by giving verbal, electronic, or written notice to you or by giving notice to other authorized signersWe may also terminate your account without prior notice if you or any authorized signers breach any agreement with us or we have reason to suspect fraudulent activity on your account.While we made a decision to end your account relationship, we sincerely hope that you find another financial institution that will meet your needs and hope that we are not causing you undue inconvenience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI also commend the business for taking a customer-centered approach in response to my
concernsI thank the Revdex.com for serving as a mediator in this claim
Sincerely,
Robert T***

Written response mailed to customer.

Dear Mr. [redacted],We are In receipt of your complaint to the Revdex.com and we are happy to
respond to your concerns. Please know that we take customer service very seriously here at Central Pacific Bank and appreciate knowing when we have fallen short of your expectations. Your...

complaint involves a wire transaction which was later discovered to be fraudulent. You state that you believe that Central Pacific Bank ("CPB") did not provide you with proper dispute resolution and did not do enough to initiate the return of your funds.We did a thorough investigation relating to the issues you raise and here is what we found. On February 23, 2016, you initiated a wire transfer from CPB's Waikiki Branch in the amount of $3,000 payable to beneficiary
[redacted]. You informed us that the wire was for an apartment that you were entering into a lease on. Later that day, you came to our Hawaii Kai Branch and requested a recall of the funds because you had learned that the account number of the beneficiary was incorrect. The recall was successful because the beneficiary's bank was unable to apply the funds because the account number provided did not match the name on the account.   The amount of$2,970 was deposited back to your account
($3,000 less a $30 wire fee).On February 24, 2016, you initiated another wire to the same beneficiary, using a different account number that you informed us was provided by the beneficiary. This account number was presumably correct in that it matched the account number named as the beneficiary because the wired funds were deposited into the beneficiary's account. On February 28, after realizing that you were the victim of a scam, you contacted CPB and requested a recall of the funds. CPB initiated a recall of the funds, but it was unsuccessful as the funds had been deposited, as instructed,into the account that you requested they be deposited into.We are very, very sorry that you were a victim of what appears to be a very sophisticated wire fraud scam. We appreciate the amountof anguish and frustration that this transaction has caused you and understandthat you would like additional information to determine if more could have been done to prevent this.After carefully reviewing all of the information provided to us, however,we have determined that there is nothing more that CPB could have done to assist you. You are responsible for determining who you want to wire your funds to and CPB merely accomplishes this on your behalf. CPB took your written instructions and executed on them. When it was able to recall funds, it did so. CPB did not have any more information about the beneficiary than you did, and does not have the responsibility to do any more than it did. In addition, in accordance with the Terms and Conditions on your Wire Transfer Request Form, attached, CPB has no liability to you for funds transferred pursuant to your instructions. There is simply nothing that CPB did wrong with regard to this transaction.Despite this, we are sincerely regretful that this situation occurred. Unfortunately, CPB, as the wire transfer service provider, simply does not have the role or duty of deciding whether a beneficiary of a wire transfer is legitimate or not. We would be happy, of course, to work with law enforcement and assist in any criminal investigation regarding this matter.

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.
Sincerely,
[redacted]

Dear [redacted] Kelley,
This is in response to complaint ID #[redacted] filed by [redacted], dated March 4, 2016.
Our attempts to contact Mr. [redacted] to obtain more information have been unsuccessful and our messages to call us back have not been returned. In any case, we have issued Mr. [redacted] a...

chip card and PIN to the PO Box we have on file, which is the same as stated on his report. He should be receiving the card within 7 to 10 days and the PIN several days after.
We hope this resolves the matter to his satisfaction.
Sincerely,Christine D[redacted], Central Pacific Bank

Attached is a copy of the letter that went out in the mail today.

During the course of Central Pacific Bank receiving and responding to Mr. [redacted]'s complaint, Mr. [redacted] changed his physical address again through our online banking channel.  He changed the apartment number on the [redacted] property from [redacted].  Apartment [redacted] is properly in our system.  However, as he states, he has changed his physical address only.  His mailing address continues to be his post office box, and he has not asked to change that.   If this is what he would like to change, we invite him to visit a branch or call the Bank's customer service center.  We apologize for any confusion.

This response letter was sent to our customer to confirm that the concerns were taken care of. Dear Ms. [redacted] ,Thank you for your inquiry regarding your address on file with Central Pacific Bank. During our review, we detennined the following:•On September  14, 2015, your address was...

erroneously changed.•Central Pacific Bank was made aware of this error on October 14, 2015.•On October 14, 2015, your address was immediately changed back to the correct address at [redacted].According to our files, as of October 26, 2015, everything is in order. Central Pacific Bank has assisted with closing the account affected, opening a new account, setting up bill pay for your creditors, and contacting the creditors in question. If you continue to have problems resulting from this, please contact me so that I may be of assistance.We sincerely apologize for the error and any inconvenience this has caused. Please let us know if we can do anything to help you update your files in the future. Our customer experience is very important to us and we look forward to serving you again .

Revdex.com:
I dont feel as if CPB tried to contact me as seriously as they claim. I recieved no email. and or mail. If they were worried about FRAUD. send me something via email. I think that they could have tried a little harder to...

contact me. also feel it was premature to suspend my account without any notifications or verifications. I have CARD VALET so I can tuirn my card off when not in use. So they wont have to monitor my account so closely. I will contact the bank if my card is lost or stolen.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The attached letter was sent in the mail to customer today.