Distinctive Dental Concepts

Thank you for bringing this complaint to our attention [redacted] did come into our** [redacted] location in September after he spoke with a representative from our Customer Solutions Call Center Mr [redacted] did work with our Personal Banker, Ryan S***, to understand the balance of that his account Ryan proceeded to go through the account with Mr [redacted] and look at the screen shots he provided Ryan explained to Mr [redacted] that our mobile banking cannot know in advance if checks or ACHs were scheduled It is only a depiction of what has transacted in the account Ryan questioned whether Mr [redacted] utilized a check register, he stated that he did not Ryan then offered to waive one of the overdraft fees as a courtesy waive for Mr*** That was processed on 9/18/ Prior to the customer leaving, Ryan provided a check register and helped him set it up to track the debits and credits in his checking account Several days later, Mr [redacted] came in and closed his account, he never mentioned any issues with the resolution at that time STAR strives to make every consumer feel welcome and a part of the STAR family We were unaware that Mr [redacted] was unsatisfied with the resolution provided to him and even though he has chosen to end his relationship with STAR, we will reach out to him to see if he has any other concerns that we could satisfy Please feel free to contact me with any questions at the information listed below Sincerely, Tracy G [redacted]

Thank you for bringing this complaint to our attention.
 
[redacted] did come into our** [redacted] location in September after he spoke with a representative from our Customer Solutions Call Center.   Mr. [redacted] did work with our Personal Banker, Ryan S[redacted], to...

understand the balance of that his account.  Ryan proceeded to go through the account with Mr. [redacted] and look at the screen shots he provided.  Ryan explained to Mr. [redacted] that our mobile banking cannot know in advance if checks or ACHs were scheduled.  It is only a depiction of what has transacted in the account.  Ryan questioned whether Mr. [redacted] utilized a check register, he stated that he did not.  Ryan then offered to waive one of the overdraft fees as a courtesy waive for Mr. [redacted].  That was processed on 9/18/15.   Prior to the customer leaving, Ryan provided a check register and helped him set it up to track the debits and credits in his checking account.  Several days later, Mr. [redacted] came in and closed his account, he never mentioned any issues with the resolution at that time.
 
STAR strives to make every consumer feel welcome and a part of the STAR family.  We were unaware that Mr. [redacted] was unsatisfied with the resolution provided to him and even though he has chosen to end his relationship with STAR, we will reach out to him to see if he has any other concerns that we could satisfy.
              
Please feel free to contact me with any questions at the information listed below.
 
 
Sincerely,
 
 
Tracy G[redacted]
[redacted]