Dear Ms***,It is always our goal to provide excellent service to our customers and it is disappointing when a customer’s experience has not met or exceeded their expectations After receipt of the complaint regarding your experience on December 20, 2016, we researched the situation
The transaction occurred in our drive-through at our *** West Dixie Avenue location in *** A check from *** *** Insurance was being deposited into your checking account Our standard operating hold practice necessitate that deposited items that are not drawn on our bank and are being deposited into an account with an insufficient fund history (the history on your account reflects that the account was overdrawn times in 2016), have a hold placed on the deposit until the item has time to clear the bank that it is drawn on This is certainly not a procedure that is meant to create a problem for a customer, but is a risk-mitigating practice to assure that items that are deposit are valid and will not be returned prior to the funds being used in the account At the time of the transaction, you were provided with a hold notice that indicated the date that the funds would be available in your account and the reason that the exception hold was placed A check that you had written came into your account on the date of your deposit and because the hold had been placed and the funds were not available in your account for access, the item created an overdraft and a $overdraft fee was assessed.The drive through teller was assisted by the teller supervisor in preparing the hold notice for your deposit on December 20, The form does take a few minutes to complete The teller that assisted you has an excellent work history and we frequently receive compliments from customers on the service that she provides The teller supervisor was also present during at least a portion of the transaction and although it took a few moments to complete the form, the teller was simply following procedures and no improper behavior was discovered Regarding the online account inquiry and the inability to see your balance, we were unable to determine what created that issue when you made the inquiryWe do not block online access due to a hold, overdrafts, or items such as this related to accounts.Because we value you as a customer and certainly understand that issues such as this can create an inconvenience and disappointment for you, we are refunding the $overdraft fee that was assessed on the next business day (December 21, 2016) Sincerely,First Citizens Bank
Dear Ms***,It is always our goal to provide excellent service to our customers and it is disappointing when a customer’s experience has not met or exceeded their expectations After receipt of the complaint regarding your experience on December 20, 2016, we researched the situation
The transaction occurred in our drive-through at our *** West Dixie Avenue location in *** A check from *** *** Insurance was being deposited into your checking account Our standard operating hold practice necessitate that deposited items that are not drawn on our bank and are being deposited into an account with an insufficient fund history (the history on your account reflects that the account was overdrawn times in 2016), have a hold placed on the deposit until the item has time to clear the bank that it is drawn on This is certainly not a procedure that is meant to create a problem for a customer, but is a risk-mitigating practice to assure that items that are deposit are valid and will not be returned prior to the funds being used in the account At the time of the transaction, you were provided with a hold notice that indicated the date that the funds would be available in your account and the reason that the exception hold was placed A check that you had written came into your account on the date of your deposit and because the hold had been placed and the funds were not available in your account for access, the item created an overdraft and a $overdraft fee was assessed.The drive through teller was assisted by the teller supervisor in preparing the hold notice for your deposit on December 20, The form does take a few minutes to complete The teller that assisted you has an excellent work history and we frequently receive compliments from customers on the service that she provides The teller supervisor was also present during at least a portion of the transaction and although it took a few moments to complete the form, the teller was simply following procedures and no improper behavior was discovered Regarding the online account inquiry and the inability to see your balance, we were unable to determine what created that issue when you made the inquiryWe do not block online access due to a hold, overdrafts, or items such as this related to accounts.Because we value you as a customer and certainly understand that issues such as this can create an inconvenience and disappointment for you, we are refunding the $overdraft fee that was assessed on the next business day (December 21, 2016) Sincerely,First Citizens Bank