International Bank of Commerce

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,
*** *** ***

April
2, 2015RE:
*** *** *** ***IBC is
in receipt of the complaint filed by Ms*** *** *** ***.On October 9,2014, Ms
***'s account was charged $2,by West Dade Surgery Center (Vanity Cosmetic
Surgery)This transaction was authorized by Ms***Subsequently, Ms***
disputed this transaction with IBC, claiming that the merchant had issued a
refund to herIBC has investigated her case three times, and all three times
she was informed of the results of the investigation in writing.Her IBC account never
received the refund from the merchantAfter extensive research IBC has
determined that it has not received any funds from this merchantWe recommend
that the customer approach the merchant again.For any questions, please
feel free to contact meThank youSincerely,*** *** First Vice President

On February 24, 2015, IBC negotiated an item using an account as reference. That item was not scanned correctly, and as a result it was returned by the paying bank. The item was then erroneously charged back to MsRao-Kathi’s account.IBC has credited $3,to her account, which is
the amount of the chargeback plus the feethat was charged.We apologize to Ms*** for the inconvenience that this issue caused for her, and weassure her that we have taken the necessary steps to address this, includingdisciplinary action

April
14, 2015The
Revdex.comLa Posada Drive Austin, Texas 78752ARE: Complaint of
*** *** ID # ***This
letter is in response to Ms*** follow up request for additional information.As
stated in our first response, Ms***'s account was charged $2,by West
Dade Surgery Center (Vanity CosmeticSurgery) on October 14,
This transaction was authorized by Ms*** and later disputed, claiming
that the merchant had issued a refund to her account.On
November 17, 2014, Ms*** submitted her first dispute, which stated
"Transaction was a down payment for surgery and they 'were' supposed to
refund the 2,by October 16thThe company is stating they
refunded the money back to the customer." After reviewing her account
records, IBC could not locate any refund in the amount of $2,or any
refund, for any amount, in the name of the merchantOn November 21, 2014, IBC
wrote Ms*** a letter stating "We have investigated your electric funds
transfer claim number and it has been resolvedBased on the facts of our
investigation, we do not find that an error has occurredTherefore, no funds
will be deposited to your account as a result of this claim." The whole
process was investigated and resolved within five daysThe research show that
we did not receive a credit from the merchant, as stated in the dispute and
therefore, Ms*** must contact the merchant to find out where they submitted
the refundNo additional paperwork was required.IBC has contacted the
merchant and spoke to *** ***, Customer Service ManagerShe stated
that they processed the refund on October 16, 2014, to Ms***'s bank account,
but would not give us any detailed information on the accountShealso
stated that Ms*** could contact her and provide her IBC Bank statements,
showing that she did not receive the refund.As IBC
has not received the refund, which was researched three times, the merchant may
have processed the refund incorrectlyEither way, the merchant should still be
in possession of the original $2,IBC recommends that Ms*** contact
Claudia *** at the Wade Dade Surgery Center (Vanity Cosmetic Surgery) and
submit her IBC Bank statements as proof that she never received her refund
through IBC Bank.At this
time, IBC feels that this matter has been fully resolved and no further action
is needed.Should
you have additional questions, please let us know.Sincerely,*** ** ***Vice
PresidentIBC Bank - Houston

Complaint: ***
I am rejecting this response because:
Regards,
*** ***
IBC response is for the most part is correct EXCLUDING a important detailMy first despute with ibc to the merchant was made and ibc was to mail me paperwork for me to fill out that I never receivedWith that being said this despute was closed w/out supporting documentationI requested that paperwork while at IBC on Kirby and the representative asked for me it to be sent via email from the desput department and the gentleman advised her it could only be recieved by me so it had to be sent through the mailSo he said they would do soThe merchant main complaint was that they never recieved any paperwork from ibc for the original despute for the october 9th transaction of 2500.00, thats why they could not do there partAlSO the 2nd to last desput mad at IBSs sage location the representative made the despute for the wrong transaction in feb THATs why is was not approved by West dade. IBCs own representative was confused and didnt understand why they closed my account and despute, because days prior I cane and spoke with her and aje spoke with the desput department to clarify EVERYTHING. I can not fill out supporting documentation that I never recieved

The credit card in question is in fact an “IBC Bank” credit card issued by Elan Financial Services as stated in the first paragraph of the “IMPORTANT TERMS AND APPLICATION AGREEMENT” section of the Terms and Conditions provided.  This is a standard practice in the industry and IBC Bank stands...

behind the services that Elan provides on behalf of IBC Bank.Ms. Torres doesn’t specifically state when she made the initial request for the automatic payment to be set up, however, [redacted] requires a form be filled out and returned before auto-pay can be set up. There is no record of Ms. Torres ever submitting the authorization form to set up auto-pay.  According to records the first call came on April 4, 2016 from Ms. Torres wanting to know why the automatic payment wasn’t set up.  She was mailed a form at that time but it has not been sent back to-date.Regarding the allegation that Ms. Torres received poor customer service from Elan, IBC and Elan strive to provide exceptional customer service to all of our customers.  IBC Bank will go back and review the specific call(s) in question and will act accordingly for any improvements necessary.  We sincerely apologize if Ms. Torres didn’t receive the standard of customer service that she expected.Please note that to-date Ms. Torres has received refunds for 3 late fees totaling $95.00 as a courtesy for her dissatisfaction.  Additionally, Ms. Torres’ allegation that online access and statements are not available is inaccurate.  Access to Ms. Torres’ credit card can be obtained by going to ibc.com and registering her account online.  It is IBC Bank’s position that increased due diligence should have been exercised by Ms. Torres regarding maintaining her account; IBC and elan followed all procedures as outlined in the Terms and Conditions.Thank you for allowing us the opportunity to respond to this complaint.  Please let us know if we can be of further assistance.

Attached please find the bank's response to the complaint filed by [redacted].
Thank you,
[redacted]

IBC has reviewed the complaint made by Mr. [redacted]. On 11/14/16, the customer deposited four checks. The teller placed a 2 day hold on the deposit and made $200.00 available the next day, as required by Regulation CC. During a supervisory review of branch deposits, and in accordance with...

Regulation CC which governs consumer deposits, the decision was made to extend the hold to 11 days because the customer's account had been open less than 30 days. IBC sent the customer a notice of 11 day hold on 11/15/16.The customer contacted the branch and as a courtesy IBC removed the hold on 11/16/16.We hope this concludes the matter. If you have any questions, please feel free to contact me at [redacted].

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

Attached please find the bank's response for this complaint.

Complaint: [redacted]
I am rejecting this response because: They are still working on it.
Regards,
[redacted]

We reviewed Mr. [redacted] complaint and have refunded his IBC Account [redacted] $18.12 on September 30, 2016. We have also contacted Mr. [redacted] and apologized for the poor service he received. Mr. [redacted] appeared satisfied with our actions.If you have any questions, please do not hesitate to contact...

me directly at [redacted].Respectfully,

Attached please find the bank's response for the complaint filed by Ms. [redacted].

Complaint: [redacted]
I am rejecting this response because: we are getting no where with this.lets just keep this as an open complaint for all your customers to see..you have not resolved our  issue. I have documentation of all my activity. Your bank decided to put funds in and then take them out the next day putting my family into the negative...  Huh??? I'm trying to make sense of this so I can feel safe with a bank my family and I use.The girl that opened our account [redacted] ( Delaware Branch) was fired a week after opening our account. I find that interesting.  The issue here since you clearly do not comprehend it is that the teller told us there would be no hold.. the reason this creates a problem is Bc my checks were not fake .. meaning if I was told correctly I would have taken the checks to the issuer banks to have them cash their checks. Since my bank clearly can't get the job done. 
Regards,
[redacted]

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

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

Attached please find the response letter to the complaint filed by Ms. [redacted].

Dear Ms. [redacted]:We have received the complaint filed by Ms. [redacted] and have determined that due to an internal error [redacted] and [redacted] each received an IBC credit card solicitation in November 2015 even though their accounts had...

been previously closed out. We are taking immediate steps to correct the error in our processing system. We reached out to Ms. [redacted] to apologize for the error but have not received a return call.We would also like to state that IBC does not sell information from our database to third parties. Any solicitation a customer receives is for an IBC product.We cannot comment on the "insurance offer from TN" because we do not understand what TN stands for. IBC does have an insurance division but we have not done any customer solicitation mailings.If you have any questions, please do not hesitate to contact me directly at [redacted]

Complaint: [redacted]
I am rejecting this response because:
$200 was not MADE available. 160 was which was very strange and confusing to us and then the next day we were surprised to see that our account balance was negative $160.. Not to mention were one day shy of having the account open for 1 month so common sense is if we weren't told that there would be no hold to these funds we would've deposited the checks the next day (30 days prior to opening the account) big mess in this bank
Regards,
[redacted]

IBC has reviewed the complaint made by Mr. [redacted]. As previously stated, on 11/14/16 the customer deposited four checks totaling $2,179.65. The teller did place a 2 day hold on the deposit and made $200.00 available the next day, as required by Regulation CC. Attached is a copy of this Regulation CC hold showing $200.00 was available. On 11/15/16, during a supervisory review of branch deposits, and in accordance with Regulation CC which governs consumer deposits, the decision was made to extend the hold to 11 days for the entire deposit amount because the customer's account had been open less than 30 days. The customer's account was opened on 10/17/16.Depending on when a customer reviews their available balance, the balance could change throughout the day based upon their activity. When a customer uses an ATM and/or conducts debit card purchases; these transactions memo post and lower the available balance. The customer's ledger balance only changes when debit transactions actually post during IBC's nightly processing.We hope this concludes the matter. If you have any questions, please feel free to contact me at [redacted]. Sincerely,[redacted]Executive Vice PresidentIBC Bank — Oklahoma