April [redacted] HHC, 2CAB Apo, AP Re: Revdex.com Case # [redacted] Dear Ms [redacted] : We are in receipt of your letter to the Revdex.comDuring my research of your concerns, I found there may have been a communication breakdown when you contacted us by phone for assistance with activating your debit cardOur records show you contacted us the evening of April 10th at approximately 8:p.mThe call recording documents that personal phone banker [redacted] offered to manually activate your card and provide you with a temporary debit card when our attempt to assist you with activating debit card - [redacted] proved unsuccessfulYou agreed to have your card manually activated, and was provided with temporary PIN number *** [redacted] then transferred you to our interactive voice response (IVR) phone line to establish a new PINOn April 15th, you contacted us again by phone and spoke with bank representative [redacted] During the phone call [redacted] told you debit card - [redacted] was activated on April 10th, assisted you with establishing a new PIN number, and provided you with her direct phone number for future inquiriesAssistant Vice President [redacted] followed up with you on April 28th to ensure your concerns were addressed satisfactorilyYou told her you were no longer experiencing issues with your debit card, and you had no additional concernsIn the future, should you require further information or assistance from us, we invite you to submit a Customer Feedback form through our website, participate in Live Chat or send a secure message through Internet BankingSincerely, [redacted] Vice PresidentSupport OperationsCC: Revdex.com
October
23, 2015To
Whom It May Concern:Our
response to Ms. [redacted]’s concerns has been attached.Sincerely, [redacted] Real Time Service Center Fort Hood National BankOctober 22, 2015[redacted] 220 Mt. Pleasant Ave Mamaroneck, NY 10543Re: Revdex.com #[redacted] Dear...
Ms. [redacted]:We are in receipt of your recent letter to the Revdex.com. Please accept our sincere condolences for the loss of your son, [redacted].We reviewed our process concerning documents required for cases of this nature. Typically, a Death Certificate along with one (1) of the following documents is needed:Small Estate Affidavit/Affidavit for Collection of Personal PropertyLetter of AdministrationLetter of TestamentaryMuniment of Title (Probated Will)However, if an account balance is greater than $500 with an estate of $50,000 or above; or if specific account information is requested, the Letter of Testamentary (with an existing will) or the Letter of Administration (with no existing will), in specific, will be required. While the account in question did not meet the balance threshold, the Letter of Administration was necessary to provide you the requested copies of the account statements. These were sent via secure email to [redacted] on September 21st and 22nd. We also found that no communication concerning the collection of the loan in [redacted]’s name was sent by us.Sincerely, [redacted]
Dear Mr. [redacted]:We are in receipt of your recent letter to the Revdex.com and appreciate the opportunity to respond to your concerns.As a financial institution, we are required to comply with federal regulations related to opening accounts. The United States Financial Crimes Enforcement...
Network (FinCEN) "Know Your Customer" (KYC) requirements were proposed as part of a broader regulation setting out the core elements of a customer due diligence program. Taken together, these elements are intended to help financial institutions avoid illicit transactions by improving their view of their clients' identities and business relationships.In review of your concerns, I found that the account that you requested to open on December 9th is for a tax preparation business. Accordingly, additional identifying information (to comply with the KYC program) is required. After review of your new account submission, we reached out to you by phone on December 14th to request the following additional documents:1.Secondary Identification — No prior relationship exists with our bank. Secondary ID must be presented if the primary ID does not display the current physical address.2.Tax Preparer documentation — Customers offering tax preparation services must provide the current year IRS Preparer Taxpayer Identification Number (PTIN) and Electronic Filer Identification Number (EFIN) so that we may ensure that a customer is properly registered to offer tax preparation services.3.Expected monthly activity — This is an enhanced due diligence requirement that is applied to all businesses.4.Bank statements from previous bank — The bank reserves the right to ask for bank statements to substantiate the types of transactional activity that should be expected in the account held with us.As of the date of this letter, all requested documentation has been received and your small business account for "[redacted]" has been opened with Fort Hood National Bank.Should you require further information or assistance in the future, we invite you to submit a Customer Feedback form through our website, participate in Live Chat, or you may contact me directly at [redacted].
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] We receipt of your letter to the Revdex.com and appreciate the opportunity to respond to your concerns. So that we may further assist you with this matter,...
we ask that you please forward a true, certified copy of the Death Certificate for the account holder to us at: [redacted]
[redacted]
[redacted]
[redacted]
April 9,2015[redacted]Re: Revdex.com Case #[redacted] Dear Ms. [redacted] Thank you for taking time out of your busy work day to speak with me today. As stated, we have shared your quality of service concerns with management. Credit and debit card pocessing companies provide financial...
institutions with alerts when they uncover suspicious activity which may ha 'e compromised one or more debit or credit cards. Although the financial institution is not provided with specific informati n regarding the source of the suspicious activity, the financial institution will take measures to inform their accounth !der their card may have been compromised. If our attempt is unsuccessful, the card is cancelled, a new card is ordered, and a notice of our actions is mailed to the customer. Our records show on February 3, 2015 we attempted to reach you at ###-###-#### - the number we have on file for you. We then emailed you ciur contact information and informed you we had cancelled authority for signature based (credit) transactions but you were still able to complete transactions by entering your card PIN. We also informed you a new card had been ordered and would be delivered to the address we have on file for you. A notice of our actions was also mailed. While researching your concerns, we listened to the recording of your February 3"I call to Customer Support and found that you were told you could still use your card to complete PIN based debit card transactions. We noted from your account activity you received the new card and activated the card on February 19th. On March 13th, you co11 tacted us by phone for assistance with resetting your debit card PIN. Fort Hood National Bank has a identify theft preveniiion protocol when contacted via an unsecure channel like the phone. Our telephone customer support channels allo our accountholders to authenticate themselves by entering a self selected personal identification number (PIN) before bing transferred to a Customer Support representative. If the caller chooses to by-pass this authentication process s you did, we ask the caller to present identification at a banking center to reset their debit card PIN. We apologize for the wait time you experienced on March 13th while we attempted to transfer you to a supervisor. Although we realize you closed your account before we received your letter to the Revdex.com, we regret we were unable to assist y u with a better outcome and wish you much success in your future financial endeavors. Sincerely, - [redacted] Assistant Vice President Support Operations CC: Revdex.com
Complaint: [redacted]
I am rejecting this response because: When I called the company I was told in order to close my son bank account I would need to produce a death certificate and show that I am an
administrator for my sons estate, I was not aware my son had a loan with the bank (Therefore attempting to make me liable for the loan). Please note the bank would not close his account without these documents.I called again and was told they will close the account if I sent the death certificate. By then the document where submitted to the courts.Once I had the legal document needed I produce them to the company. . That is when I requested bank statements so I can sent to the court. Short after I received a call from the collection agency regarding my son past due accounts.I sent an email to the bank asking for the collection department phone so I can find out the status of this outstanding loan an have not heard back for the company.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:While the company was willing to accept via telephone that their customer service rep was unprofessional and did not follow protocol, in this letter they did not address the problem and accept that factor; instead this letter is in simply an attempt to state all unnecessary events. I wanted the company to admit that while I by pass there automated system I did answer every verification questions ask. As a result, there should be no reason for not assisting me, or not even directing me to a supervisor. I Wish that would be addressed here instead the company here being diplomatic without addressing the problem. Typical FHNB.
Regards,
[redacted]
April 28. 2015 [redacted] HHC, 2CAB Apo, AP 96271 Re: Revdex.com Case #[redacted] Dear Ms. [redacted]: We are in receipt of your letter to the Revdex.com. During my research of your concerns, I found there may have been a communication breakdown when you contacted us by...
phone for assistance with activating your debit card. Our records show you contacted us the evening of April 10th at approximately 8:22 p.m. The call recording documents that personal phone banker [redacted] offered to manually activate your card and provide you with a temporary debit card when our attempt to assist you with activating debit card -[redacted] proved unsuccessful. You agreed to have your card manually activated, and was provided with temporary PIN number [redacted]. [redacted] then transferred you to our interactive voice response (IVR) phone line to establish a new PIN. On April 15th, you contacted us again by phone and spoke with bank representative [redacted]. During the phone call [redacted] told you debit card -[redacted] was activated on April 10th, assisted you with establishing a new PIN number, and provided you with her direct phone number for future inquiries. Assistant Vice President [redacted] followed up with you on April 28th to ensure your concerns were addressed satisfactorily. You told her you were no longer experiencing issues with your debit card, and you had no additional concerns. In the future, should you require further information or assistance from us, we invite you to submit a Customer Feedback form through our website, participate in Live Chat or send a secure message through Internet Banking. Sincerely,[redacted] Vice PresidentSupport OperationsCC: Revdex.com
April [redacted] HHC, 2CAB Apo, AP Re: Revdex.com Case # [redacted] Dear Ms [redacted] : We are in receipt of your letter to the Revdex.comDuring my research of your concerns, I found there may have been a communication breakdown when you contacted us by phone for assistance with activating your debit cardOur records show you contacted us the evening of April 10th at approximately 8:p.mThe call recording documents that personal phone banker [redacted] offered to manually activate your card and provide you with a temporary debit card when our attempt to assist you with activating debit card - [redacted] proved unsuccessfulYou agreed to have your card manually activated, and was provided with temporary PIN number *** [redacted] then transferred you to our interactive voice response (IVR) phone line to establish a new PINOn April 15th, you contacted us again by phone and spoke with bank representative [redacted] During the phone call [redacted] told you debit card - [redacted] was activated on April 10th, assisted you with establishing a new PIN number, and provided you with her direct phone number for future inquiriesAssistant Vice President [redacted] followed up with you on April 28th to ensure your concerns were addressed satisfactorilyYou told her you were no longer experiencing issues with your debit card, and you had no additional concernsIn the future, should you require further information or assistance from us, we invite you to submit a Customer Feedback form through our website, participate in Live Chat or send a secure message through Internet BankingSincerely, [redacted] Vice PresidentSupport OperationsCC: Revdex.com
October
23, 2015To
Whom It May Concern:Our
response to Ms. [redacted]’s concerns has been attached.Sincerely, [redacted] Real Time Service Center Fort Hood National BankOctober 22, 2015[redacted] 220 Mt. Pleasant Ave Mamaroneck, NY 10543Re: Revdex.com #[redacted] Dear...
Ms. [redacted]:We are in receipt of your recent letter to the Revdex.com. Please accept our sincere condolences for the loss of your son, [redacted].We reviewed our process concerning documents required for cases of this nature. Typically, a Death Certificate along with one (1) of the following documents is needed:Small Estate Affidavit/Affidavit for Collection of Personal PropertyLetter of AdministrationLetter of TestamentaryMuniment of Title (Probated Will)However, if an account balance is greater than $500 with an estate of $50,000 or above; or if specific account information is requested, the Letter of Testamentary (with an existing will) or the Letter of Administration (with no existing will), in specific, will be required. While the account in question did not meet the balance threshold, the Letter of Administration was necessary to provide you the requested copies of the account statements. These were sent via secure email to [redacted] on September 21st and 22nd. We also found that no communication concerning the collection of the loan in [redacted]’s name was sent by us.Sincerely, [redacted]
Dear Mr. [redacted]:We are in receipt of your recent letter to the Revdex.com and appreciate the opportunity to respond to your concerns.As a financial institution, we are required to comply with federal regulations related to opening accounts. The United States Financial Crimes Enforcement...
Network (FinCEN) "Know Your Customer" (KYC) requirements were proposed as part of a broader regulation setting out the core elements of a customer due diligence program. Taken together, these elements are intended to help financial institutions avoid illicit transactions by improving their view of their clients' identities and business relationships.In review of your concerns, I found that the account that you requested to open on December 9th is for a tax preparation business. Accordingly, additional identifying information (to comply with the KYC program) is required. After review of your new account submission, we reached out to you by phone on December 14th to request the following additional documents:1.Secondary Identification — No prior relationship exists with our bank. Secondary ID must be presented if the primary ID does not display the current physical address.2.Tax Preparer documentation — Customers offering tax preparation services must provide the current year IRS Preparer Taxpayer Identification Number (PTIN) and Electronic Filer Identification Number (EFIN) so that we may ensure that a customer is properly registered to offer tax preparation services.3.Expected monthly activity — This is an enhanced due diligence requirement that is applied to all businesses.4.Bank statements from previous bank — The bank reserves the right to ask for bank statements to substantiate the types of transactional activity that should be expected in the account held with us.As of the date of this letter, all requested documentation has been received and your small business account for "[redacted]" has been opened with Fort Hood National Bank.Should you require further information or assistance in the future, we invite you to submit a Customer Feedback form through our website, participate in Live Chat, or you may contact me directly at [redacted].
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] We receipt of your letter to the Revdex.com and appreciate the opportunity to respond to your concerns. So that we may further assist you with this matter,...
we ask that you please forward a true, certified copy of the Death Certificate for the account holder to us at: [redacted]
[redacted]
[redacted]
[redacted]
April 9,2015[redacted]Re: Revdex.com Case #[redacted] Dear Ms. [redacted] Thank you for taking time out of your busy work day to speak with me today. As stated, we have shared your quality of service concerns with management. Credit and debit card pocessing companies provide financial...
institutions with alerts when they uncover suspicious activity which may ha 'e compromised one or more debit or credit cards. Although the financial institution is not provided with specific informati n regarding the source of the suspicious activity, the financial institution will take measures to inform their accounth !der their card may have been compromised. If our attempt is unsuccessful, the card is cancelled, a new card is ordered, and a notice of our actions is mailed to the customer. Our records show on February 3, 2015 we attempted to reach you at ###-###-#### - the number we have on file for you. We then emailed you ciur contact information and informed you we had cancelled authority for signature based (credit) transactions but you were still able to complete transactions by entering your card PIN. We also informed you a new card had been ordered and would be delivered to the address we have on file for you. A notice of our actions was also mailed. While researching your concerns, we listened to the recording of your February 3"I call to Customer Support and found that you were told you could still use your card to complete PIN based debit card transactions. We noted from your account activity you received the new card and activated the card on February 19th. On March 13th, you co11 tacted us by phone for assistance with resetting your debit card PIN. Fort Hood National Bank has a identify theft preveniiion protocol when contacted via an unsecure channel like the phone. Our telephone customer support channels allo our accountholders to authenticate themselves by entering a self selected personal identification number (PIN) before bing transferred to a Customer Support representative. If the caller chooses to by-pass this authentication process s you did, we ask the caller to present identification at a banking center to reset their debit card PIN. We apologize for the wait time you experienced on March 13th while we attempted to transfer you to a supervisor. Although we realize you closed your account before we received your letter to the Revdex.com, we regret we were unable to assist y u with a better outcome and wish you much success in your future financial endeavors. Sincerely, - [redacted] Assistant Vice President Support Operations CC: Revdex.com
Complaint: [redacted]
I am rejecting this response because: When I called the company I was told in order to close my son bank account I would need to produce a death certificate and show that I am an
administrator for my sons estate, I was not aware my son had a loan with the bank (Therefore attempting to make me liable for the loan). Please note the bank would not close his account without these documents.I called again and was told they will close the account if I sent the death certificate. By then the document where submitted to the courts.Once I had the legal document needed I produce them to the company. . That is when I requested bank statements so I can sent to the court. Short after I received a call from the collection agency regarding my son past due accounts.I sent an email to the bank asking for the collection department phone so I can find out the status of this outstanding loan an have not heard back for the company.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:While the company was willing to accept via telephone that their customer service rep was unprofessional and did not follow protocol, in this letter they did not address the problem and accept that factor; instead this letter is in simply an attempt to state all unnecessary events. I wanted the company to admit that while I by pass there automated system I did answer every verification questions ask. As a result, there should be no reason for not assisting me, or not even directing me to a supervisor. I Wish that would be addressed here instead the company here being diplomatic without addressing the problem. Typical FHNB.
Regards,
[redacted]
April 28. 2015 [redacted] HHC, 2CAB Apo, AP 96271 Re: Revdex.com Case #[redacted] Dear Ms. [redacted]: We are in receipt of your letter to the Revdex.com. During my research of your concerns, I found there may have been a communication breakdown when you contacted us by...
phone for assistance with activating your debit card. Our records show you contacted us the evening of April 10th at approximately 8:22 p.m. The call recording documents that personal phone banker [redacted] offered to manually activate your card and provide you with a temporary debit card when our attempt to assist you with activating debit card -[redacted] proved unsuccessful. You agreed to have your card manually activated, and was provided with temporary PIN number [redacted]. [redacted] then transferred you to our interactive voice response (IVR) phone line to establish a new PIN. On April 15th, you contacted us again by phone and spoke with bank representative [redacted]. During the phone call [redacted] told you debit card -[redacted] was activated on April 10th, assisted you with establishing a new PIN number, and provided you with her direct phone number for future inquiries. Assistant Vice President [redacted] followed up with you on April 28th to ensure your concerns were addressed satisfactorily. You told her you were no longer experiencing issues with your debit card, and you had no additional concerns. In the future, should you require further information or assistance from us, we invite you to submit a Customer Feedback form through our website, participate in Live Chat or send a secure message through Internet Banking. Sincerely,[redacted] Vice PresidentSupport OperationsCC: Revdex.com