Horizon Bank

Initial Business Response / [redacted] (1000, 16, 2016/11/11) */ Upon receipt of the complaint, customer was contacted that same day to discuss the issue in the complaint Customer & her son had recently purchased an automobile from a private partyWhen the loan was completed by a branch advisor at the LaGrange Office, the title received did not show as "salvaged"Upon trying to plate the automobile, customer found that the title was branded by the BMV and therefore unable to be platedIt was explained to the customer that this was not done by the bank and that the seller of the vehicle is the one who would be able to provide the information on the reason for the branding of the titleCustomer thought the bank did this and was appreciative of the explanationShe further provided details of a complaint with branch personal and was informed this would be shared directly with branch advisors supervisor for follow up The name and direct telephone number was provided of a Horizon advisor should she have further questions or if the BMV needed additional information to assist with the plating of the vehicleHorizon Bank considers this dispute resolved

Initial Business Response / [redacted] (1000, 9, 2017/09/06) */ This letter is to acknowledge the receipt of the complaint dated August 18, 2017, filed With the'Revdex.com of Northern Indiana by Mr, and Mrs [redacted] The bank has read the complaint and has followed up with the necessary staff that handled the [redacted] 's situation._ Hotizon Bank's operations department received a voicemail from the customer on 06/29/ · informing them of the total loss of their Jeep Renegade On June 30, the operations advisor faxed to the customer's Insurance Company a Letter Guarantee to notify of full .loss · On July 5th 2017, the bank received an insurance proceeds from Western Reserve InsuranceThe .• proceeds were al)plied to the borrowers' loan On July X XXXX, the [redacted] took out an additional loan financing a new vehicle On July 6th, the operations advisor Med the GAP Insurance claim on behalf of the [redacted] 'sThe claim for GAP Insurance cannot be filed until the proceeds from the Insurance claim have beenreceived and processed On July 14, 2017, which is the due date for the payment on the loan, the [redacted] 's elected to pay off the loan in the amount of $This would be the customer responsibility On 08/04/2017, the customer visited Q1_branch on Johnson Road in LaPorte, and told the manager he had contacted the Gap insurance company; and was informed that a refund check in the • amount of $was sent to Horizon and was requesting a refundAs of this date the bank had not received these funds and was not able to grant a refund, On 08/10/the customer visited the bank'smain office, location at Franklin St Michigan City, Indiana and spoke with another customer service representativeThe customer service representative contacted operations and found out that the GAP insurance check had been received and would be processed; once the insurance draft cleated the refund would be issued This is bank procedure On 08/10/2017, the customer, unhappy with the information received from the .customer service :representative, then called the operations department demanded the refund and additional funds be paid immediatelyThe operations manager explained the banks process and procedure to the • customerThe customer ended the call unhappy The bank's loan operations department processed and mailed the refund check to the [redacted] 's :in the amount of $ The bank did follow the bank’s procedures related t the processing insurance claims and refunds If them are any additional questions related to this complaint please feel free to contact we directly at ***_***- Initial Consumer Rebuttal / [redacted] (3000, 11, 2017/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The bank references that they completed the gap insurance process "on behalf" of the Bancsis on July 6th1) No one asked Horizon to do that and in fact [redacted] had already contacted the gap insurance June 19th in order to understand what would be necessary for the process to be completed by the Bancsis2) No one at Horizon informed the Bancsis that this was completed, which was July 6th, prior to the due date of the next payment for that Jeep 3) It is stated that the Bancsis elected to pay the payment owed by them on the 7/14th deadline - that is the due date, otherwise not paying would have affected potentially the [redacted] 's credit for late payment - no one informed us that the gap insurance had been accessed and that they would wait for that payment instead; 4) instead we were forced to collect money from another account from Horizon (Heloc) in order to pay for this payment; The check was dated from Zurich insurance 8/7/2017; the envelope that enclosed the check sent to us is 8/28/2017; even further delaying this process while Horizon gains interest from the money used from the Heloc; we have not accepted this check as full owed payment from Horizon - Again the difference from what was paid at the last payment of and the gap insurance payment of 386.06, plus interest on the in the Heloc from the date of 7/14/is expected; I would suggest that a company that has multiple loans from our personal and business would be more than willing to accept responsibility for choosing to do something "on our behalf" without our knowledge and then gained financially for that mistake would take care of this situation appropriately We continue to expect restitution for these other issues and again with an expectation for the time and effort in processing this situation Finally, the reference to their timeline and their mention of another loan is irrelevant to explain why the representative of the bank delayed the process of payment by giving the wrong information for the loan pay off, which delayed the gap insurance in paying Horizon, forcing us to pay the payment to avoid penalty, and causing us excess money owed to Horizon Final Business Response / [redacted] (4000, 14, 2017/09/15) */ This letter is to acknowledge the complaint rebuttal dated September 6, 2017, filed with the Revdex.com of Northern Indiana by Mrand Mrs *** The bank has read the complaint rebuttal and has made the following decisions: The bank will reimburse the customer in the amount of $27.47; the difference between the GAIinsurance and the payment received The bank will reimburse the customer in the amount of $3.80; the amount of interest paid as it relates to the payment the customer had to draw from their line of credit The bank is willing to wake these reimbursements totaling $due to misunderstanding arid the customer's statement that they received incorrect information form the bankThe bank apologizes for the inconvenience If there are any additional questions related to this complaint, please feel free to contact me directly at ***-***-*** Final Consumer Response / [redacted] (2000, 16, 2017/09/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) We appreciate the efforts of the Revdex.com in this processWe also appreciate Horizon Bank for acknowledging this processThank you

Initial Business Response / [redacted] (1000, 5, 2017/05/02) */ Contact Name and Title: [redacted] Compliance Contact Phone: (XXX) XXX-XXXX Contact Email: [redacted] @horizonbank.com We received an auto loan application via our internet channel partner Lending TreeThe borrower was provided a disclosure and consented to the credit pull and the information being shared with us by entering the last digits of his SSN

Initial Business Response / [redacted] (1000, 8, 2016/07/13) */ Research indicates that on June 20, customer had an ACH item attempting to post in the amount of [redacted] which would have reflected an overdrawn balance of [redacted] Since customer did not opt into overdraft protection, the item in the amount of [redacted] was returned for NSF on June 21, Customer was charged a [redacted] return item fee on June 21stThis fee was refunded as a courtesy on June 23, bringing the customer's balance to [redacted] Situation appears to be resolved and customer was refunded one NSF fee Letter was sent to customer requesting that the contact a member of Operations Management if further discussions are neededHorizon fully wishes to assist customer in understanding this situation and to resolve any outstanding issues

Initial Business Response / [redacted] (1000, 15, 2016/11/07) */ To Whom It May Concern: We were unable to respond online as we could not get the link included in the initial letter to load, Please review our response to this complaint below Terms and conditions of our accounts are provided in the "All About Your Account" disclosure that is provide at account openingIn this disclosure it does reference "your ability to withdraw funds" which outlines any type of hold that may be placed on a depositGenerally, ATM deposits have next day availability, in this instance the decision was made to extend the hold which the bank has digression to do so as stated in our disclosuresThe hold was not extended due to the fact that the delivery of the ATM deposits was delayedI have reached out to the branch that: accepts deposits from our delivery service to inquire about the delay in delivery to obtain an explanation for thatIt is our goal to provide exceptional customer service and we will look into the customer stating she received conflicting information about the delivery of the depositsIn conversations with the customer, the customer did inform us that a stop payment had been placed on the check so the hold was not removed until we received the chargeback itemThe customer's account was then closed on October 19thAn offer to provide the name, address, and phone # to our legal department was made during phone conversations with the customer% All legal matters regarding complaints are generally resolved in house first before seeking outside counselWe fully comply with legal obligations providing our customers both at the time of account opening and posted on our ATM that funds may be delayedIt is our goal to assist customers in understanding our terms and conditions and resolve any outstanding issues,

Initial Business Response /* (1000, 8, 2016/09/01) */
- Loan was paid off by Nextgear Capital
- Title was mailed to Indiana Department of Revenue due to a tax lien we were notified that they placed on the titleWe were instructed to mail to them if loan was paid off before
their lien was cleared
- A call was received from *** at Nextgear whose customer brought the vehicle from Miami Auto Wholesale, looking for the titleIt was explained to him that they would have to contact the Indiana Department of Revenue to get the titleHe got *** from Miami Wholesale Auto involved to help get the issue resolved*** was upset with us stating we should never have accepted a payoff from then when there was another lien on the titleIt was explained that this was not something we usually have come up with and it would have been the customer's responsibility to notify them of the additional lien or that a simple VIN check prior would have brought this to their attention ahead of time*** was not happy and stated she would contact the IDRA lien release was provided to her at this time in care there were any issues getting the original from the BMV
- *** called on this date and was quite upset she still did not have the title*** stated that the IDR told her the tax bill had been paid and that the title had been forwarded back to HorizonHer call was placed on hold while a search for the title was conducted*** was on hold longer than anticipated*** did hang up and call back, she was given an apologize for her excessive wait time and it was explained to her that we sent her a lien release back in June when she first inquired about the title and she stated that she had that but they wanted the original, and it was our responsibility to provide itAfter again explaining our process and the situation to ***, she then hung up on the manager
- *** called our Indianapolis Office regarding this issueThe call was passed to VP of Loan Operations who made multiple attempts to reach *** at various different numbersThese calls were unsuccessfulA certified letter with another lien release was sent on this date
- As of this date, Horizon Bank has not received a call back regarding this matter

Initial Business Response /* (1000, 8, 2016/12/30) */
Horizon Bank has received this request, however additional information from customer is needed before a resolution is obtainedAttempts to contact the customer the nature of this complaint have went unansweredWe are waiting a return call from
the complainant
Initial Consumer Rebuttal /* (3000, 10, 2017/01/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bank has not tried to reach me until that dayMy number is XXXXXXXXXX
Final Business Response /* (4000, 16, 2017/01/18) */
Requested that customer contact me via phone through emailAdditional information was needed to process disputeQuestions were answered via email and a resolution was metCustomer received a *** NSF fee refund and credit for the *** transactionHorizon considered this dispute resolved
Final Consumer Response /* (2000, 18, 2017/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 15, 2016/11/07) */
To Whom It May Concern:
We were unable to respond online as we could not get the link included in the initial letter to load, Please review our response to this complaint below.
Terms and conditions of our accounts are provided in the "All...

About Your Account" disclosure that is provide at account opening. In this disclosure it does reference "your ability to withdraw
funds" which outlines any type of hold that may be placed on a deposit. Generally, ATM deposits have next day availability, in this instance the decision was made to extend the hold which the bank has digression to do so as stated in our disclosures. The hold was not extended due to the fact that the delivery of the ATM deposits was delayed. I have reached out to the branch that: accepts
deposits from our delivery service to inquire about the delay in delivery to obtain an explanation for that. It is our goal to provide exceptional customer service and we will look into the customer
stating she received conflicting information about the delivery of the deposits. In conversations with the customer, the customer did inform us that a stop payment had been placed on the check so the hold was not removed until we received the chargeback item. The customer's account was then closed on October 19th. An offer to provide the name, address, and phone # to our legal department
was made during phone conversations with the customer% All legal matters regarding complaints are generally resolved in house first before seeking outside counsel. We fully comply with legal
obligations providing our customers both at the time of account opening and posted on our ATM that funds may be delayed. It is our goal to assist customers in understanding our terms and conditions and resolve any outstanding issues,

Initial Business Response /* (1000, 9, 2017/09/06) */
This letter is to acknowledge the receipt of the complaint dated August 18, 2017, filed With the'Revdex.com of Northern Indiana by Mr, and Mrs. [redacted].
The bank has read the complaint and has followed up with the necessary staff that handled the...

[redacted]'s situation._
Hotizon Bank's operations department received a voicemail from the customer on 06/29/2017.
· informing them of the total loss of their 2015 Jeep Renegade.
On June 30, 2017 the operations advisor faxed to the customer's Insurance Company a Letter Guarantee to notify of full .loss.
· On July 5th 2017, the bank received an insurance proceeds from Western Reserve Insurance. The .• proceeds were al)plied to the borrowers' loan.
On July X XXXX, the [redacted] took out an additional loan financing a new vehicle.
On July 6th, the operations advisor Med the GAP Insurance claim on behalf of the [redacted]'s. The claim for GAP Insurance cannot be filed until the proceeds from the Insurance claim have been. received and processed.
On July 14, 2017, which is the due date for the payment on the loan, the [redacted]'s elected to pay off the loan in the amount of $413.53. This would be the customer responsibility.
On 08/04/2017, the customer visited Q1_11 branch on Johnson Road in LaPorte, and told the
manager he had contacted the Gap insurance company; and was informed that a refund check in the • amount of $386.06 was sent to Horizon and was requesting a refund. As of this date the bank had not received these funds and was not able to grant a refund,
On 08/10/2017 the customer visited the bank's. main office, location at 515 Franklin St
Michigan City, Indiana and spoke with another customer service representative. The customer service representative contacted operations and found out that the GAP insurance check had been received and would be processed; once the insurance draft cleated the refund would be issued This is bank procedure.

On 08/10/2017, the customer, unhappy with the information received from the .customer service :representative, then called the operations department demanded the refund and additional funds be paid immediately. The operations manager explained the banks process and procedure to the • customer. The customer ended the call unhappy.
The bank's loan operations department processed and mailed the refund check to the [redacted]'s :in the amount of $386.06.
The bank did follow the bank’s procedures related t the processing insurance claims and refunds.
If them are any additional questions related to this complaint please feel free to contact we directly at [redacted]-

Initial Consumer Rebuttal /* (3000, 11, 2017/09/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bank references that they completed the gap insurance process "on behalf" of the Bancsis on July 6th. 1) No one asked Horizon to do that and in fact [redacted] had already contacted the gap insurance June 19th in order to understand what would be necessary for the process to be completed by the Bancsis. 2) No one at Horizon informed the Bancsis that this was completed, which was July 6th, prior to the due date of the next payment for that Jeep 3) It is stated that the Bancsis elected to pay the payment owed by them on the 7/14th deadline - that is the due date, otherwise not paying would have affected potentially the [redacted]'s credit for late payment - no one informed us that the gap insurance had been accessed and that they would wait for that payment instead; 4) instead we were forced to collect money from another account from Horizon (Heloc) in order to pay for this payment;
The check was dated from Zurich insurance 8/7/2017; the envelope that enclosed the check sent to us is 8/28/2017; even further delaying this process while Horizon gains interest from the money used from the Heloc;
we have not accepted this check as full owed payment from Horizon - Again the difference from what was paid at the last payment of 413.53 and the gap insurance payment of 386.06, plus interest on the 413.53 in the Heloc from the date of 7/14/2017 is expected;
I would suggest that a company that has multiple loans from our personal and business would be more than willing to accept responsibility for choosing to do something "on our behalf" without our knowledge and then gained financially for that mistake would take care of this situation appropriately.
We continue to expect restitution for these other issues and again with an expectation for the time and effort in processing this situation.
Finally, the reference to their timeline and their mention of another loan is irrelevant to explain why the representative of the bank delayed the process of payment by giving the wrong information for the loan pay off, which delayed the gap insurance in paying Horizon, forcing us to pay the payment to avoid penalty, and causing us excess money owed to Horizon.
Final Business Response /* (4000, 14, 2017/09/15) */
This letter is to acknowledge the complaint rebuttal dated September 6, 2017, filed with the Revdex.com of Northern Indiana by Mr. and Mrs [redacted].
The bank has read the complaint rebuttal and has made the following decisions:
1. The bank will reimburse the customer in the amount of $27.47; the difference between the GAI3 insurance and the payment received.
2. The bank will reimburse the customer in the amount of $3.80; the amount of interest paid as it relates to the payment the customer had to draw from their line of credit.
The bank is willing to wake these reimbursements totaling $31.27 due to misunderstanding arid the customer's statement that they received incorrect information form the bank. The bank apologizes for the inconvenience.
If there are any additional questions related to this complaint, please feel free to contact me directly at [redacted].
Final Consumer Response /* (2000, 16, 2017/09/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We appreciate the efforts of the Revdex.com in this process. We also appreciate Horizon Bank for acknowledging this process. Thank you

Initial Business Response /* (1000, 16, 2016/11/11) */
Upon receipt of the complaint, customer was contacted that same day to discuss the issue in the complaint.
Customer & her son had recently purchased an automobile from a private party. When the loan was completed by a branch advisor at the...

LaGrange Office, the title received did not show as "salvaged". Upon trying to plate the automobile, customer found that the title was branded by the BMV and therefore unable to be plated. It was explained to the customer that this was not done by the bank and that the seller of the vehicle is the one who would be able to provide the information on the reason for the branding of the title. Customer thought the bank did this and was appreciative of the explanation. She further provided details of a complaint with branch personal and was informed this would be shared directly with branch advisors supervisor for follow up.
The name and direct telephone number was provided of a Horizon advisor should she have further questions or if the BMV needed additional information to assist with the plating of the vehicle. Horizon Bank considers this dispute resolved.

Initial Business Response /* (1000, 8, 2016/07/13) */
Research indicates that on June 20, 2016 customer had an ACH item attempting to post in the amount of [redacted] which would have reflected an overdrawn balance of [redacted] Since customer did not opt into overdraft protection, the item in the amount...

of [redacted] was returned for NSF on June 21, 2016. Customer was charged a [redacted] return item fee on June 21st. This fee was refunded as a courtesy on June 23, 2016 bringing the customer's balance to [redacted] Situation appears to be resolved and customer was refunded one NSF fee.
Letter was sent to customer requesting that the contact a member of Operations Management if further discussions are needed. Horizon fully wishes to assist customer in understanding this situation and to resolve any outstanding issues.

Initial Business Response /* (1000, 5, 2017/05/02) */
Contact Name and Title: [redacted] Compliance
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@horizonbank.com
We received an auto loan application via our internet channel partner Lending Tree. The borrower was provided a...

disclosure and consented to the credit pull and the information being shared with us by entering the last 4 digits of his SSN.