First State Bank

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Business states that it was actually a $1,purchaseThe item had a day return policy that the consumer was aware of prior to the purchaseConsumer decided to contact the business through *** two and a half months after the purchase to dispute the certification of the item
Certification was never advertised by the businessConsumer then decided to file a *** dispute months after the transaction*** found no merit to his claims and found in the business favor denying his request for a refundFunds that were on hold were then released to the businessBusiness followed proper policies and procedures and there was no misleading the customer regarding the certification of the unit in question

Good Morning, In response to the complaint filed by [redacted] on July 14, 2017 regarding credit reporting information. It should be known that I was out of the office on vacation July 7, 2017 and did not have any voice messages or email communication from Ms. [redacted] on that...

date or any days prior. She did however call and speak to me directly on either Monday July 10th or Tuesday July 11th. In the initial conversation she said that she needed an account statement. I mentioned to her that due to privacy regulations that I could not provide her the information as she requested it, however I did inform her of the steps that would need to be taken in order to receive that information. The call ended with me believing that she would take the proper steps in obtaining that information. On Thursday, July 13, 2017 Ms. [redacted] and I had another telephone conversation and we discussed in detail the issue with her credit report, and I agreed to look into the matter immediately rather than waiting for the dispute she filed with the credit reporting agency to funnel through the credit reporting agency's process and then filter to the bank. I received a copy of the credit report in question, via email at 10:52 am on Thursday July 13, 2017. I sent the credit report to our Loan Administration manager to research why the trade line was reporting the way that it was. After our due diligence researching the credit report issue and finding answers why the trade line appeared the way that it did, we put in a resolution request that same afternoon. The next day I verified that the request from the previous afternoon was submitted successfully, which it had, and I sent a letter on bank letterhead via email (per her request) to Ms. [redacted] stating the actions taken by the bank and that the issue was resolved. That was at 3:09 pm, which is only 28 hours after I become aware of dispute, researched the dispute, and took action to resolve the dispute. I believe this matter was resolved in a very timely matter.  I have not heard from Ms. [redacted] since my resolution email was sent that afternoon, therefore I believe the matter to be resolved.  Sincerely,[redacted]Vice PresidentFirst State Bank of St. Charles, MO[redacted]
[redacted]

I received a letter in the mail on 8/28/13 that stated that I was overdrawn and had been charged $128.00. I had used my debit card for purchases, for I was not sure of my balance in my checking account and as always, debit card purchases are declined when funds aren't available. I called First State Bank & spoke to [redacted] who then told me that my debit card can go through even when funds aren't available in my account. I was not made aware of this, nor have I ever had this happen with a debit card at any bank in the past. I was told that even though I did not now that my purchases would be allowed to go through and that First State Bank could only take off one charge, even though I had no idea that I could use my debit card when funds weren't available in my account and it was never discussed with from the time I opened my account till now, and I was completely unaware. I proceeded then to contact [redacted] who told me that first state couldn't take off the charges and that [redacted] should have gone over the information when I opened my account. She proceeded to state that I had had a previous charge taken off this month and that that is why they couldn't take off the charges. I had a misunderstanding this past month with a check that had been post dated. I was told in the past that since my payroll check was post dated for the following day that I had to come back that day to cash it. Well, I post dated a check and it went through my account the day before I had the check dated, which caused my account to go overdrawn, and I had a direct deposit the day the check was dated. I called to find out that apparently only businesses can post date checks and that first state couldn't do anything, but they had only charged for the one check. [redacted] then replied that [redacted] contacted her and they could only take off 1 more charge. That's still $64 dollars that I shouldn't have to pay. That's 2 incident's!Desired SettlementI want all charges taken off my account for this incident, for I made purchases not knowing that I could use my debit card when funds were unavailable. If I had known, I would have used a different payment method and would not have had any overdrafts. So, I only ask that all charges be taken off my account. Another incident was around Christmas, I called and the bank told me I could used overdraft and not be charged $5 daily until after 30 days. That person gave me the wrong info! 3 incidents!Business' Initial Response Ms. [redacted],This is in response to the complaint you filed with the Revdex.com dated August 29, 2013. We have researched the issues surrounding your complaint. We feel that we have already gone above what we typically do with customers in similar instances. On two separate instances, we have refunded a total of $128 in August on your account. We regret that you do not feel this is adequate.Due to privacy concerns, we don't want to get into more specifics regarding your account in this response. If you would like more details please contact your local branch.Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.)My past has no relevance to the current matter at hand. I have had a debit card for years at different banks and debit cards have always been declined when funds aren't available. I should not be charged for something that First State allowed to go through on my account. I have never heard of a debit card transaction going through when funds aren't available. At no point since the opening of my account has First State told me that debit cards can go through when funds aren't available. Checks, I completely understand, but I have had NO knowledge of debit cards not being declined. This is a first and I do not feel I should have to pay for something that wasn't discussed with me! If I am to be charged for something, then I should have been told beforehand that this could even be possible. I have always used a debit card for safety of not going overdrawn. Now, if I were to have this happen with a debit card in the future, I would clearly understand getting charged, but for now, this is the only time since I have been banking that I have ever had debit charges go through when funds weren't available. First State should inform customers of this, and at no point was I informed. As I said, my past has nothing to do with this incident, for I have NEVER had a debit card transaction go through when funds weren't available. I want all charges with associated with this incident to be placed back into my account/refunded. First State has NOT gone above and beyond with this matter, they are going off past issues that do not relate to this incident. This is strictly a DEBIT CARD ISSUE, one were I have not had in the past anywhere! I didn't even know this was possible...makes absolutely no sense to me. It's not right to do customers this way. They should not be able to add something to where they can charge customers and not notify the customers in the process. The only way I will be satisfied is if I am refunded of all charges having to do with DEBIT CARD relations.

Review: The address on file for this institution is incorrect. The building on [redacted] several years ago. They do business from the original location at, [redacted], Danville, VA [redacted]. July 11, 2013 I submitted a Uniform Residential Loan Application to refinance my existing mortgage with this lender. After not hearing from them for about 3 weeks, I phone and spoke to [redacted] (no longer employed there), and was transferred to [redacted], President who assured me he was working to, "Try to get you your money." After waiting 3 months withoug being informed of acceptance or declination, I phoned on Wednesday November 13th shortly after 9am to learn Ms. [redacted] was not employed there and Mr. [redacted] had taken over her responsibilities, but he was with a customer. I asked the receptionist to have him call me with a loan status. No return call. Another call to the bank obtained a promised that Mr. Perry would return my call. No return call. Tuesday November 19, I phoned again and spoke to [redacted] who put me through to Mr. [redacted]' voice mail. I left a message there and then called back to see if he was available to speak to me. No, he's busy I was told, so I asked for Mr. Perry's voice mail and left a message there asking if the paperwork had been mislaid or if a not recommended status was assigned but never communicated. Seems that time they were all in a board meeting. So, today Thursday November 21, I arrived in person shortly after 9am to speak to Mr. [redacted]. Ms. [redacted] intercepted me asking if I had an appointment. No I hadn't I said, and she went into Mr. [redacted]’ office to ask if he could see me. He even refused to come out of his office and face me. Instead, he hid behind a woman's skirt and sent Ms. [redacted] with the reply. He neither had free appointments that day nor anytime this week and possibly next. I read that as, go away...you bother me, and told her my next stop would be the local newspaper. But, I decided to start with the Revdex.com. I have second-hand hearsay knowledge that a local real estate broker at [redacted] had a similar experience and was reduced to tears because the delay cost her to lose multiple sales. I don’t think that a request for a simple courtesy phone call should cost so much in my time and effort. I did not insist I be approved, I just want a status. I feel ignored, dismissed, disregarded, and disrespected. All I want(ed) was for somebody--anybody to call me back with a loan status…where we are in the process. Not, I thought, too much to ask of a bank I've been doing business with for nearly 15 years.Desired Settlement: I want a phone call in which the current status of my residential loan and any wanting information is clearly stated, or in-person meeting where the same is communicated. And, I want a written apology signed by both Mr. [redacted] and Mr. Perry. I also want them to report this and other failures to timely process loan applications and the reasons why to the VA Banking SCC, Bureau of Financial Institutions.