Fidelity Bank All Northeast Florida & South Atlantic Locations

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 2, and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com of Northern Florida Attn: Ms [redacted] Regarding complaint # [redacted] ( [redacted] ***) submitted on October 10, Dear Ms***: We have researched Ms***' complaint and submit the following Our records indicate that Ms***' auto loan with Fidelity Bank was paid off by [redacted] ***, as she indicated We sent a lien release to [redacted] on September 25, We followed up with a representative of [redacted] and told them that Ms [redacted] was requesting the lien release The [redacted] representative said that they would contact Ms [redacted] to explain that, in this case, the lien release can only be sent to [redacted] ***, since [redacted] paid off the loan Thank you for the opportunity to respond to this matterSincerely, [redacted] Fidelity Bank

April 3, 2015
Re: Case #***- *** ***
Dear Sirs:
We have
researched the
above-referenced complaint and found the following. On February 17, 2015, Mr*** *** (US
Navy) opened a checking account at the Jacksonville FL branch of Fidelity
Bank. At that time, he stated that he
was scheduled to deploy and wanted to set up a way for his wife, *** ***,
to make payments from the checking account to an auto loan Mr*** had at Fidelity Bank. Mrs*** lives in
Jasper, GA.
Mr***
was asked if *** *** would be added as a signer on the checking account
and he confirmed that she would not. Since
Mr*** was deploying, our branch staff suggested that he complete a Power
of Attorney (POA) document which would allow Mrs*** to have access to the
checking account should there be a problem.
A POA document was provided to Mr***, but he said that he would
provide his wife with his Online Banking User ID and password and instruct her
to sign on with his credentials. A completed POA
was not returned to the branch.
On March
16, 2015, Mrs*** attempted to make a loan payment via Online Banking using
Mr***’s credentials and was locked out.
She called the Jacksonville Branch for assistance and she was told that,
without the completed POA, privacy laws prohibited us from providing her with access
to her husband’s account.
Our Branch
Operations Manager (Atlanta) called Mrs*** on March 29, 2015, to discuss her
complaint. Mrs*** provided her
husband’s email address so we could contact him to obtain a POA. On March 30, an email was sent to Mr***
with instructions for completing and forwarding the attached POA document. As of this date, we have not had a response
from Mr***.
On March
18, 2015, Mrs*** made a loan payment on Mr***’s auto loan by
telephone which caused her to be charged a $fee. We agree that the family of a serviceman
should not pay this fee and the $charge will be refunded to her. While we are unable to waive the fee going
forward (because there is a third party involved), we can refund it each month
until we receive a completed POA or until Mr*** returns from his
deployment. We are attempting to contact
Mrs*** to find the best way to do this (her voice mail is not set up), and
we will continue to call her.
Thank you
for the opportunity to respond in this matter Sincerely,
*** *** ***
President, Fidelity Bank

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]2, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com of Northern Florida
Attn:  Ms. [redacted]
Regarding complaint #[redacted]) submitted on October 10, 2015
Dear Ms. [redacted]:
We have researched Ms. [redacted]' complaint and submit the following.  Our...

records indicate that Ms. [redacted]' auto loan with Fidelity Bank was paid off by [redacted], as she indicated.  We sent a lien release to [redacted] on September 25, 2015.  We followed up with a representative of [redacted] and told them that Ms. [redacted] was requesting the lien release.  The [redacted] representative said that they would contact Ms. [redacted] to explain that, in this case, the lien release can only be sent to [redacted], since [redacted] paid off the loan.  
Thank you for the opportunity to respond to this matter.
Sincerely,
  
[redacted]
Fidelity Bank