Fremont Bank

Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ After review of the account activity it was determined that Mr [redacted] had been charged the paper statement fee since September 2015, even though he had requested several times to be set up on e-statementIt has been confirmed that his account showed that he had in fact enrolled in e-statements; however due to a Bank coding error the change was never completed on the account Mr**' service charges have been reversed as of December 21st and the account has now been corrected to reflect that Mr [redacted] will receive e-statements going forward The Branch Manager attempted contacted with Mr [redacted] on December 29th and was not able to reach him, though a message was left The Bank is very sorry for the inconvenience this has caused Mr [redacted] and he is welcome to contact the Brookvale Branch Manager to discuss any further concerns

Initial Business Response / [redacted] (1000, 6, 2015/06/19) */ After review of Ms [redacted] account activity it was determined the Ms [redacted] originally signed up for e-statements on March 11, and then never signed into online Banking to view her account statements from March thru November The Bank sent Ms [redacted] an email on September 24, advising her that her online Banking was going to be cancelled on December 6, (due to inactivity) and she would be charged the paper statement feeOn December 10, her online banking was removed and she did indeed start receiving paper statements in December which initiated the paper statement fee During the calls with the client the Bank Associates attempted to reassure her that her account would be closed with no negative reporting The Bank will be reversing the fees and closing the account on June 24, Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) There was no e-mail sent by the bank on 9/24/to advise me that my online banking was going to be cancelled on 12/It would be great to get the facts correctly In any case, since I really just wanted to close this account and have all of the fees waived, I'd just have to eat up the loss of the minimal balance that the bank decided to deplete by changing the statement delivery to paper statements

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 11668414, and find that this resolution is satisfactory to meThank you Revdex.com for acting on my behalfSincerely, *** ***

Initial Business Response /* (1000, 5, 2016/01/29) */
The Bank notified our client on August 31, 2012 regarding the conversion of the Milestone Checking to our Just Right Checking Plans that converted on October 1, 2012. The letter had information about the account changing to a Value Checking...

account, the Monthly Service Fee, and how the $2.00 paper statement fee could be waived by enrolling in online E-Statement.
Unfortunately the Bank's online banking records do not indicate that the client enrolled in online for e-statements; e-statement enrollment must be processed by the client within online banking, the Bank cannot enroll account in e-statements
The Bank at the time of the above mailing included the disclosures for the Value Checking account on the reverse side of the letter which included the branch manager's name where the account was domiciled, and encouraged our clients to reach out if they had questions or concerns.

Our system confirms that the client called in to our Client Contact Center in December of last year and did not pass our authentication process through Lexis Nexis. The account the client is requesting the refund of prior services charges has been fully utilized by the client since the account conversion in 2012, including overdraft protection services.
The client has been notified we are unable to provide a refund, and to contact the Main branch for options to re-establish the relationship or to further discuss this matter.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response does not address why I was charged fees for an account that was a be free of service charges. It simply says the terms of my account were changed without my consent.
I had agreed to pay interest and charges affiliated with overdraft protection, but not fees associated with the account itself.
The original branch where my account was created closed years ago, and since I was not able to talk to anyone by phone because of Fremont Banks' odd authentication system, I had no recourse. The nearest branch basically refused to answer any question regarding my account. When I called by phone I was told that since I could not remember a password setup almost 20 years prior, they could not help me. Regarding e- statements, I had actually signed up for e-statements many years ago, not sure why your system would not show this. I received e-statements for about 7 or 8 years.
In short I was enrolled in an account which was to have no service fees, but was charged these fees anyways. I was then bounced (without my consent) into another type of account which charged even more fees. I had direct deposit for over a decade, so this amounts to years of illegitimate fees.
And finally, since I was enrolled in e-statements, I would expect all important bank information to be transmitted electronically, and not by postal mail (as most bank related junk mail is sent by postal mail).
If Fremont Bank was interested in keeping me as a customer, they could have refunded the erroneous charges assessed to my account.
Final Business Response /* (4000, 11, 2016/03/09) */
This response does not address why I was charged fees for an account that was a be free of service charges. It simply says the terms of my account were changed without my consent.
The Bank notified our client on August 31, 2012 regarding the conversion of the Milestone Checking to our Just Right Checking Plans that converted on October 1, 2012.
I had agreed to pay interest and charges affiliated with overdraft protection, but not fees associated with the account itself.
The letter that was sent on August 31, 2012 had information about the account changing to a Value Checking account, the Monthly Service Fee, and how the $2.00 paper statement fee could be waived by enrolling in online E-Statement. It should also be noted that when the account was opened disclosures were given that state you agree to notify the Bank immediately of any error, discrepancy or unauthorized transaction discovered on any statement. The disclosure also stated that statements will be considered correct if the client does not report any errors or omissions within 30 days.
The original branch where my account was created closed years ago, and since I was not able to talk to anyone by phone because of Fremont Banks' odd authentication system, I had no recourse. The nearest branch basically refused to answer any question regarding my account. When I called by phone I was told that since I could not remember a password setup almost 20 years prior, they could not help me.
The Bank is sorry that our client was unhappy with the service he received as Fremont Bank strives for excellent service to our clients.
Regarding e-statements, I had actually signed up for e-statements many years ago, not sure why your system would not show this. I received e-statements for about 7 or 8 years.
Unfortunately the Bank's online banking records do not indicate that the client enrolled in online for e-statements; e-statement enrollment must be processed by the client within online banking.
In short I was enrolled in an account which was to have no service fees, but was charged these fees anyways. I was then bounced (without my consent) into another type of account which charged even more fees. I had direct deposit for over a decade, so this amounts to years of illegitimate fees.
The Bank notified our client on August 31, 2012 regarding the conversion of the Milestone Checking to our Just Right Checking Plans that converted on October 1, 2012.
And finally, since I was enrolled in e-statements, I would expect all important bank information to be transmitted electronically, and not by postal mail (as most bank related junk mail is sent by postal mail).
The Banks' Change in Account Terms are processed through the U.S. Mail.
If Fremont Bank was interested in keeping me as a customer, they could have refunded the erroneous charges assessed to my account.
As previously stated, the Bank will not be issuing a refund, and now considers this matter closed. However if the client is interested in re-establishing the relationship, he should contact the manager at the main branch who can assist him.
Final Consumer Response /* (4200, 13, 2016/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated in my response above I feel that that this is a dishonest and disreputable practice by Fremont Bank. I am surprised they are willing to lose customers over nickel and dime charges.

Initial Business Response /* (1000, 5, 2015/10/01) */
The Branch Manager contacted the client and discussed the service charges that were applied to his account which he confirmed were explained to him during the account opening process. The Branch Manager also discussed other possible account...

options; however the client felt at this time that he should part ways from the Bank.
The client' desired resolution at that time was to have the service fees reversed and to close the account. The Bank sincerely regrets the frustration the client experienced; however the Bank did reverse $170.10 in fees on August 25, 2015 at which time the account was closed.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They're still several hundred dollars that were paid in this fees. I asked the manager for a refund on that and he told me he could not because the account was closed. I'm a disabled and disadvantaged senior citizen and this is the treatment that I received from this bank. Ask Bank to provide me a comprehensive accounting of all their fees for the last 9 months and see what their response is.

The borrower stated that he would have thought that if the law suit filed against the builder had been an issue that the bank would not have requested an appraisal. Mr. [redacted] is correct; however the request for the borrowers’ appraisal began on July 11, 2016, and was completed on July 19, 2016...

with a value of $240K. The appraisal report was completed with the “Project Analysis” stated specifically no information regarding litigation is available; the report also stated under “notes regarding rental numbers within complex, percentage investors, delinquent rates and any/pending litigation” stated the Management Companies refused to provide delinquency percentages, and finally – “appraiser was unable to obtain information from the Management companies regarding litigation.” We had no prior knowledge of the litigation otherwise the appraisal would not have been requested.  It wasn’t until July 21, 2016 that the loan processor was in contact with the HOA management company at which time the Homeowners Association forwarded the 21 page court document stating structural issues. The bank had no advanced knowledge of the issue prior to the appraisal being completed.
The Bank strives to provide its clients with clear communication regarding its loan programs and provides borrowers with an application disclosure package which includes a Mortgage Application Booklet that details the costs included under the no closing cost program and that the application fee is not refunded if the loan does not close for any reason. The bank sincerely apologizes for any misunderstanding regarding the non-refundable application fee and as Mr. [redacted] requested, his application fee has been refunded as a gesture of good will.

Initial Business Response /* (1000, 5, 2016/01/04) */
After review of the account activity it was determined that Mr. ** had been charged the paper statement fee since September 2015, even though he had requested several times to be set up on e-statement. It has been confirmed that his account...

showed that he had in fact enrolled in e-statements; however due to a Bank coding error the change was never completed on the account.
Mr. **' service charges have been reversed as of December 21st and the account has now been corrected to reflect that Mr. ** will receive e-statements going forward.
The Branch Manager attempted contacted with Mr. ** on December 29th and was not able to reach him, though a message was left.
The Bank is very sorry for the inconvenience this has caused Mr. ** and he is welcome to contact the Brookvale Branch Manager to discuss any further concerns.

Initial Business Response /* (1000, 5, 2015/10/21) */
The Bank' debit card activity report indicated that on October 2, 2015 there were several transactions that appeared to be fraudulent which requires the Bank to contact our client and verify the transactions and if the client is in possession...

of their card. The return call from the client to verify these transactions was not received until October 6th at which time the temporary block on his card was removed. With the concern on the possible fraudulent transactions, the Bank took proactive action and blocked the card to protect the client from potential loss until we were able to contact him and verify specific transactions. The Bank is very sorry for the inconvenience this has caused. Mr. [redacted] is welcome to contact the Card Services Manager' to discuss any further concerns.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/06/19) */
After review of Ms. [redacted] account activity it was determined the Ms. [redacted] originally signed up for e-statements on March 11, 2014 and then never signed into online Banking to view her account statements from March 2014 thru November...

2014.
The Bank sent Ms. [redacted] an email on September 24, 2014 advising her that her online Banking was going to be cancelled on December 6, 2014 (due to inactivity) and she would be charged the paper statement fee. On December 10, 2014 her online banking was removed and she did indeed start receiving paper statements in December which initiated the paper statement fee.
During the calls with the client the Bank Associates attempted to reassure her that her account would be closed with no negative reporting.
The Bank will be reversing the fees and closing the account on June 24, 2015.
Initial Consumer Rebuttal /* (2000, 8, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
There was no e-mail sent by the bank on 9/24/2014 to advise me that my online banking was going to be cancelled on 12/6. It would be great to get the facts correctly.
In any case, since I really just wanted to close this account and have all of the fees waived, I'd just have to eat up the loss of the minimal balance that the bank decided to deplete by changing the statement delivery to paper statements.