Our customer and I had a telephone conversation today regarding the circumstances involved in the wire request of funds for $3,100, initiated by our customer’s brother from his bank in Germany, the [redacted] Bank, intended to reach her account with EagleBank. As discussed, the wired funds never arrived at EagleBank, from our correspondent bank, [redacted] Bank. Thus, EagleBank cannot credit our customer’s account with funds it has not received. Our customer and I acknowledged that an error occurred, which she did not commit, as she noted in her complaint. We also acknowledged that EagleBank has not erred in this transaction. I also conveyed to our client that we contacted our correspondent bank, on her behalf, to understand why the wired funds did not arrive at EagleBank. We were informed that the funds were received by our correspondent bank, but the wire instructions accompanying the transaction, omitted the key information needed to move the funds to EagleBank, i.e., the name of EagleBank, its address and routing and transit number. Finally, I provided our customer with my contact information and offered to assist her any way that I can. Please let me know if I can provide any further information.
According to our client, her brother requested an international wire transfer through his bank, [redacted] Bank in Germany to our client's account at EagleBank. As a community bank, EagleBank relies on a correspondent bank, [redacted], to receive international...
wires. When [redacted] Bank wires international funds to EagleBank, it must instruct other banks in the chain to include the name, address and routing and transit number of EagleBank, along with the name of the beneficiary (EagleBank's customer name) and the beneficiary's account number, in order for the funds to arrive safely at EagleBank. In this particular case, the funds never arrived at EagleBank. In reviewing the correspondence between [redacted] Bank and [redacted] Bank, it appears that [redacted] Bank wired the funds to Northern Trust Bank of New York, (likely their correspondent in the U.S.) and Northern Trust wired the funds to [redacted], (EagleBank's correspondent),and included our customer's account number, but failed to include EagleBank's routing and transit number. As a result, the funds never left [redacted] Bank and have been credited to an account at [redacted] (apparently with the same account number). Also according to the correspondence from [redacted], they have attempted to reach their client to retrieve the funds, but have had no success after several months. Their last correspondence to [redacted] Bank indicates that they have closed the case, since they are unable to retrieve the funds from their customer.I have attached the correspondence that our customer has provided us. Unfortunately, much of it is in German. EagleBank has contacted our representative at [redacted] to confirm that they hold an account number to which the funds were received. However, since the funds were never directed to EagleBank, by routing and transit number, EagleBank unfortunately has no recourse in this matter. Please let me know if I can provide any additional information.
We apologize for the inconvenience caused [redacted], by our delay in cashing his check. When a request is made at a branch to cash a check, drawn on us, it is our practice to verify specific information, before encashment to ensure authenticity of the check and knowledge of the...
endorser. Although [redacted]'s check ultimately passed our verification process, it required additional research, causing a delay. The branch personnel didn't intend to hold onto [redacted]'s check, but merely make a copy of it to reference when performing their due diligence, prior to cashing the item. [redacted] did not have time to wait and decided to leave the branch. At EagleBank, we understand that clients expect expedient service and deliver on that expectation to the best of our ability. However, at times, transactions require additional due diligence and cause a delay, as was the case with [redacted]'s transaction. Soon after his departure, we were able to confirm the information we needed to cash his check. The following day, [redacted] returned to the branch to cash his check. The branch manager approached [redacted] and apologized for the delay and explained the cause for the delay. A formal letter of apology is in the mail to [redacted] and a copy is attached for your records.
I contacted Eaglebank for a Refi as they offered competitive rates. During the process the appraisal came in low and I proceeded to dispute it through the loan officer working with him. He was very rude and nasty. He did not provide me with fiduciary customer client relationship. I decided not to proceed because of the banks stance regarding the appraisal and the loan officer’s behavior. The loan officer preceded to text me insulting messages from his cell phone claiming I’m trying to stick them with my appraisal bill and I should stop “bouncing aroun lenders like ping pong”. Prior to my appraisal I provided Eaglebank with my credit card and month later I lost the card and had no idea Eaglebank did not charge the card. My company is not professional and probably racist.
Our customer and I had a telephone conversation today regarding the circumstances involved in the wire request of funds for $3,100, initiated by our customer’s brother from his bank in Germany, the [redacted] Bank, intended to reach her account with EagleBank. As discussed, the wired funds never arrived at EagleBank, from our correspondent bank, [redacted] Bank. Thus, EagleBank cannot credit our customer’s account with funds it has not received. Our customer and I acknowledged that an error occurred, which she did not commit, as she noted in her complaint. We also acknowledged that EagleBank has not erred in this transaction. I also conveyed to our client that we contacted our correspondent bank, on her behalf, to understand why the wired funds did not arrive at EagleBank. We were informed that the funds were received by our correspondent bank, but the wire instructions accompanying the transaction, omitted the key information needed to move the funds to EagleBank, i.e., the name of EagleBank, its address and routing and transit number. Finally, I provided our customer with my contact information and offered to assist her any way that I can. Please let me know if I can provide any further information.
According to our client, her brother requested an international wire transfer through his bank, [redacted] Bank in Germany to our client's account at EagleBank. As a community bank, EagleBank relies on a correspondent bank, [redacted], to receive international...
wires. When [redacted] Bank wires international funds to EagleBank, it must instruct other banks in the chain to include the name, address and routing and transit number of EagleBank, along with the name of the beneficiary (EagleBank's customer name) and the beneficiary's account number, in order for the funds to arrive safely at EagleBank. In this particular case, the funds never arrived at EagleBank. In reviewing the correspondence between [redacted] Bank and [redacted] Bank, it appears that [redacted] Bank wired the funds to Northern Trust Bank of New York, (likely their correspondent in the U.S.) and Northern Trust wired the funds to [redacted], (EagleBank's correspondent),and included our customer's account number, but failed to include EagleBank's routing and transit number. As a result, the funds never left [redacted] Bank and have been credited to an account at [redacted] (apparently with the same account number). Also according to the correspondence from [redacted], they have attempted to reach their client to retrieve the funds, but have had no success after several months. Their last correspondence to [redacted] Bank indicates that they have closed the case, since they are unable to retrieve the funds from their customer.I have attached the correspondence that our customer has provided us. Unfortunately, much of it is in German. EagleBank has contacted our representative at [redacted] to confirm that they hold an account number to which the funds were received. However, since the funds were never directed to EagleBank, by routing and transit number, EagleBank unfortunately has no recourse in this matter. Please let me know if I can provide any additional information.
We apologize for the inconvenience caused [redacted], by our delay in cashing his check. When a request is made at a branch to cash a check, drawn on us, it is our practice to verify specific information, before encashment to ensure authenticity of the check and knowledge of the...
endorser. Although [redacted]'s check ultimately passed our verification process, it required additional research, causing a delay. The branch personnel didn't intend to hold onto [redacted]'s check, but merely make a copy of it to reference when performing their due diligence, prior to cashing the item. [redacted] did not have time to wait and decided to leave the branch. At EagleBank, we understand that clients expect expedient service and deliver on that expectation to the best of our ability. However, at times, transactions require additional due diligence and cause a delay, as was the case with [redacted]'s transaction. Soon after his departure, we were able to confirm the information we needed to cash his check. The following day, [redacted] returned to the branch to cash his check. The branch manager approached [redacted] and apologized for the delay and explained the cause for the delay. A formal letter of apology is in the mail to [redacted] and a copy is attached for your records.
I contacted Eaglebank for a Refi as they offered competitive rates. During the process the appraisal came in low and I proceeded to dispute it through the loan officer working with him. He was very rude and nasty. He did not provide me with fiduciary customer client relationship. I decided not to proceed because of the banks stance regarding the appraisal and the loan officer’s behavior. The loan officer preceded to text me insulting messages from his cell phone claiming I’m trying to stick them with my appraisal bill and I should stop “bouncing aroun lenders like ping pong”. Prior to my appraisal I provided Eaglebank with my credit card and month later I lost the card and had no idea Eaglebank did not charge the card. My company is not professional and probably racist.