Farmington Bank

We reviewed Mr***’s issue and made a determination that there may have been a misinterpretation by Mr [redacted] regarding the communication with branch staffThe Bank would be happy to work directly with Mr [redacted] to assist him to finding a resolutionIf you have any questions please do not hesitate to contact meSusan RV [redacted] VP, Compliance Officer [redacted] P ###-###-#### | F ###-###-#### [redacted]

In response to Complaint ID *** from *** *** my research of the incident revealed the following explanation:
""> Mr*** submitted a dispute of an electronic transaction charged to his debit card with Farmington Bank in the amount of $649.00. Upon receipt of his complaint we began an investigation into his claim that he paid for but did not receive the merchandise for which he was charged. In good faith we credited his account for $while we investigated with the merchant. The correspondence we received from the merchant shows proof that Mr*** entered a contract for the merchandise but did not pay the shipping for the merchandise to be shipped to him. His dispute is, therefore, with the merchant not with the bank as the transaction was authorized by Mr***. The merchandise was not provided because Mr*** did not comply with his contract to pay for shipment of the merchandise. Because of this outcome Farmington Bank reversed the provisional credit of $from his account Is it relates to Mr***’s complaint about the service he received from our employee, we strive to provide excellent customer service and have relayed his concerns to the *** Branch Manager We sincerely hope that Mr*** is able to come to an agreement with the merchant regarding the merchandise he purchased Please contact me with any follquestions. Thank you! *** ** *** VP, Compliance Officer *** *** *** *** *** ** *** P *** | F *** ***
***

Complaint: ***
I am rejecting this response because:
I love Farmington Bank as still use it as my bank although 600+ miles awayHaving said that, when it came to this particular issue, the bank completely failed in understanding the situation and or caring about resolving the issueFurthermore, the vendor in dispute who charged me the $is trying to refund me (please see below) but for some reason Farmington Bank is now holding the funds, as stated by the vendor below on 8-4-and 8-9-15.
From: ***To: ***
*** ** *** *** *** ***
Aug 4, 20:Hi *** - This is very unfortunate and I'ms sorry to hear thisSince the money is being held by ***, there is actually nothing *** can do since we don't have access to the moneyPlease feel free to forward this email to *** support as "approval for the refund" as far as we're concernedLet me know if you're able to resolve through them----------------------------------------------------------------------------...⇄ /> Rebecca, Aug 9, 07:20:
Hi ***,
Thanks for your replyI see you filed a chargebackAs per our previous messages, this means we are unable to process your refund at this timeOnce your chargeback case has been resolved, we'll have more insight on how you can proceedIf your chargeback case is resolved in your favor, you will have received a refund from your banking institutionIf the case is resolved in ***'s favor, you'll have to reach out to the campaign owner directly to receive a refundHopefully this answers your inquiryPlease let me know if you have any additional questions or concernsThank you!
Cheers,
***Payments Specialist*** (www.***.com)
Learn Best Practices Browse Popular CampaignsStart a Campaign
Sincerely,
*** ***

We reviewed Mr. [redacted]’s issue and made a determination that there may have been a misinterpretation by Mr. [redacted] regarding the communication with branch staff. The Bank would be happy to work directly with Mr. [redacted] to assist him to...

finding a resolution. If you have any questions please do not hesitate to contact me. Susan R. V[redacted] VP, Compliance Officer [redacted] P ###-###-#### | F ###-###-#### [redacted]

Review: On or about 5-13-15 I reached out to Farmington Bank in the state of [redacted] (my personal bank) by phone to assist me with a purchase I had made online. The said purchase was made on 3-8-15 via the bank's debit card. The purchase was an electric bike for $649. Till this day I a yet to receive the bike I paid for. Furthermore, I received an e-mail from the merchant requesting an additional $197 for shipping? Being nervous that I was being taken advantage of, I reached out to Farmington Bank about 5-13-15 to reverse the charge on my card for the bike that I had not received. For nearly 2 months I got stuck with a careless and thoughtless rep at the bank by the name of [redacted] in the bank's [redacted] branch office. Ms. [redacted] was so careless and disorganized that I often had to call and remind her to follow up on the status on the charge back. Then, to find out, she sat on the paperwork for nearly a month (thank God I called her supervisor to help me) as she forgot to send me the document to sign so the complaint could be filed. I was so desperate and discouraged by Ms. [redacted] ability to do her work that I drove with my daughter 600 miles from [redacted] with all supporting documents on hand to meet her and sign the missing paperwork. She was able to get me a temporary credit of $649 pending the bank's looking into the dispute. On Tuesday, July 14th, 2015 I checked my online account and noticed that the charge was back onto my card. I then e-mailed Ms. [redacted] for an explanation and she e-mailed back that "the bank confirmed that the vendor had no money back guarantee?" What does that even mean as it had nothing to do with my complaint? I asked her that in an e-mail for further clarification with no response. Ms. [redacted] didn't even have the courtesy to let me know that the charge had hit back onto my account and thank God I checked my statement or would have had a bunch of overdraft fees.Desired Settlement: I got a letter from the bank today claiming that the dispute was determined in favor of the merchant as "the bank verified I initiated the purchase." Really? That was not my complaint whatsoever with the merchant. The bank simply didn't even look at my original complaint. I have done half a million dollars in transaction with this bank for the past several years and one time I need help I get this treatment? NOTE: Revdex.com found my complaint with the bike merchant to have merit with ID# [redacted].

Business

Response:

In response to Complaint ID [redacted] from [redacted] my research of the incident revealed the following explanation: Mr. [redacted] submitted a dispute of an electronic transaction charged to his debit card with Farmington Bank in the amount of $649.00. Upon receipt of his complaint we began an investigation into his claim that he paid for but did not receive the merchandise for which he was charged. In good faith we credited his account for $649.00 while we investigated with the merchant. The correspondence we received from the merchant shows proof that Mr. [redacted] entered a contract for the merchandise but did not pay the shipping for the merchandise to be shipped to him. His dispute is, therefore, with the merchant not with the bank as the transaction was authorized by Mr. [redacted]. The merchandise was not provided because Mr. [redacted] did not comply with his contract to pay for shipment of the merchandise. Because of this outcome Farmington Bank reversed the provisional credit of $649.00 from his account. Is it relates to Mr. [redacted]’s complaint about the service he received from our employee, we strive to provide excellent customer service and have relayed his concerns to the [redacted] Branch Manager. We sincerely hope that Mr. [redacted] is able to come to an agreement with the merchant regarding the merchandise he purchased. Please contact me with any follow-up questions. Thank you! [redacted] VP, Compliance Officer [redacted] P [redacted] | F [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The bank has now given a 3rd version of why they failed to do their job. Me paying for shipment has NOTHING to do with the disputes about the charge on my credit card. The bank is simply punting their ability to do their job properly and follow the facts. The shipping charge the bank is now using as the excuse for my complaint is a completely different matter.

Sincerely,

Business

Response:

Farmington Bank is not preventing [redacted] from proceeding with Mr. [redacted]’s refund. The chargeback request was submitted by us and we gave him provisional credit of $649.00 while the dispute was being processed. [redacted] denied the chargeback request because the transaction was authorized by Mr. [redacted]. Because the dispute was denied we reversed the provisional credit from Mr. [redacted]’s account. Farmington Bank has no liability in this situation to refund Mr. [redacted] for a transaction that he authorized. This matter is between Mr. [redacted] and [redacted] and/or [redacted]. [redacted] VP, Compliance Officer [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I love Farmington Bank as still use it as my bank although 600+ miles away. Having said that, when it came to this particular issue, the bank completely failed in understanding the situation and or caring about resolving the issue. Furthermore, the vendor in dispute who charged me the $649 is trying to refund me (please see below) but for some reason Farmington Bank is now holding the funds, as stated by the vendor below on 8-4-15 and 8-9-15.

Review: I am trying to balance my checkbook after your recent switch to your new website format.I find that the last available statement online balances, but I am missing 23 transactions on the current statement list. These all coincide witch the time period after your transition. After calling your banking line I am still without a resolution. First, the agent I spoke with told me there were no missing transactions and on several occasions she told me she could not see the information I was asking about. The transactions are there, all she would have to do is look at the last statement balance and the opening balance of the current statement transactions to see the DO NOT MATCH!She was incompetent to say the least and completely uninterested in solving the issue.Second, the new website is a disaster. I have tried several times to schedule a transfer of funds from one account to another....none have gone through. I looked several days after they were to have gone through and they are still sitting in a que to be processed. I ended up deleting them and doing an immediate transfer and they went through.Additionally the site is difficult to navigate and not friendly to the user. If the issues are not resolved I will transfer my account to another Bank as your website does not lend itself to online use with the ease of the other banks I have accounts at.I would love to be able to call when I have a problem and not have to take half a day off to go to your bank and sit while someone sorts it out. EVERY time I have ever had need of service from this bank I end up taking time off to come in and spend hours ironing it out....It happens about once a year. The issues themselves have always been things every other bank I have dealt with could handle online or on the phone.We use this bank because it was local when I started banking there and we try to support local businesses. However your lack of service makes it increasingly more difficult to stay.

Product_Or_Service: [redacted]

Account_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

1) I would like the missing transactions accounted for immediately so I can properly manage my funds. 2) I would like scheduled transactions to process as they are scheduled.3) Train the service department to be able to handle simple calls.

Business

Response:

Business Response /* (1000, 13, 2013/07/24) */

7/24 Customer was contacted via phone, however customer was unable to discuss the issue. Customer will be contacting bank to discuss further at a more convenient time. EAS Main Office

Business Response /* (1000, 16, 2013/07/26) */

7/25 Spoke to customer today, we have made arrangements to provide the customer with a one on one tutorial of our new online banking service when he returns from his two week vacation. EAS.

Review: I decided to try using the Feature where you take a picture of the check to be deposited to see if it would be easier on me because of my business lifestyle. I had one check left to deposit and I decided to bring it in to the Glastonbury branch myself. When I walked into the branch with the checks that I deposited through my cell phone and the one I wanted to deposit. Before I deposited the check I asked the lady's at the desk to confirm which checks were deposited through the mobile deposit feature so I didn't deposit a check that was already cashed. They told me that when they go to run them through it will decline them. That way they told me that when they went to deposit them that they would instantly receive a email stating that the check had already been declined. So the other checks that I supposedly thought had been mobile deposited I ripped up and threw away. I withdrew the money from the atm not knowing that. it was the wrong check and those were checks that I can no longer get back because they were a Birthday present from a family friend who is no longer with me. So no I'm not only out over 450$ that I will never see back but now they sent that debt to collections which was never my fault. I went into the bank twice to make sure that it was the right check that was deposited. I gave it adequate time before I withdrew the money, Also I went into you Glastonbury branch on Hebron avenue I was there 5 min early and the doors were no locked so as I get up to the register they tell me the bank is closed. regardless I was told that they are supposed to stay open 10 min later to deal with your customers. I fond this ridiculous I go to this branch because its close to my house but my family and I will no longer be banking with this institution. Its just upsetting that this branch caused me so much trouble and mishap on my credit when I physically came into the bank to make sure this would not happen to me, I'm trying to buy a house and this just totally messed up my credit report and setDesired Settlement: I think its unfair that I brought all the checks in question into the bank and the teller look at them to tell me which check had not been deposited. The check she picked and told me was the right one that had already been cashed. She told me " if it clears then its the right check" she said they receive instant emails about cashed checks, when the money cleared I even waited to withdrawal it just to make sure and double check. Sending this to collections has totally screwed my wife and I.

Business

Response:

We reviewed Mr. [redacted]’s issue and made a determination that there may have been a misinterpretation by Mr. [redacted] regarding the communication with branch staff. The Bank would be happy to work directly with Mr. [redacted] to assist him to finding a resolution. If you have any questions please do not hesitate to contact me. Susan R. V[redacted] VP, Compliance Officer [redacted] P ###-###-#### | F ###-###-#### [redacted]