KBRWyle

Initial Business Response / [redacted] (1000, 10, 2017/12/05) */ We have communicated with this customer through multiple platforms on multiple occasionsThis was a fee that was disclosed prior to being charged, and the customer was aware that the fee was nonrefundable at the time of paymentMultiple emails and phone calls where placed on both 10/20/and 10/23/STAR's SVP Retail personally spoke with the customer on 10/ Initial Consumer Rebuttal / [redacted] (3000, 12, 2017/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) This business practice is unacceptableIt was very clear before the appraisal was ordered that Star bank was not going to approve the loan hence there was absolutely no reason for an appraisal! Star bank should have seen that information before ordering an appraisal, it was all very clearThey had all the information to provide a denial without the need for an appraisalThis bank has dropped the ball and are trying to charge me for their mistakesThe next step, if the bank does not resolve this situation, means the issue will be turned over to the Indiana Department of Financial InstitutionPlease advise Final Consumer Response / [redacted] (4200, 16, 2017/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, you had me sign the paperwork when it was not needed in the first placeStar already had enough for a decision to deny the loan and there was no need for an appraisalYou are 100% correct, I signed the paperwork, but there should've never been paperwork in front of me if you were going to deny the loan anyway with the info you already hadJust to restate one more time, you had the reasons to deny the loan, the reasons to deny my loan were in your hands prior to you telling me you needed an appraisalThere was no need for an appraisal! This is an unacceptable practice by any business, especially a bankBanks are so picky to all the customers and there so many standards now there's no way this loan application should have been moved forward to appraisal before it was approved This is not my first rodeo with loans or banksI do not plan to stand down and accept your lack of accountability in this process Final Business Response / [redacted] (4000, 18, 2017/12/14) */ We did not know the credit decision until the appraisal was returned and evaluatedThe customer understood this and agreed to proceed with the loan and pay for the appraisal, which he received a copy of the full reportThis is a standard industry practice and also encouraged and even stipulated by a variety of federal regulationsThank you

Initial Business Response / [redacted] (1000, 9, 2016/09/23) */ Re: Case #XXXXXXXX Dear Ms [redacted] The purpose of this correspondence is to address concerns raised in your letter of September 6, The complainant in this case is the beneficiary of an irrevocable trust established to safe guard inherited assets and provide for education and appropriate expensesThe trustee has never failed to do soA change in trust officers did occur over the past year and the working chemistry of the officer and the beneficiary changed with individualsThere have been timing issues related to the receipt of invoices and the requisite periods needed for processingApparently, conversations addressing these matters were not received constructivelyIt is a fact that the Trust Officer and her supervisor were out of the office on vacation at the same timeThis resulted no damage to the beneficiary nor did STAR fail to meet any of its obligations and duties as trustee as a resultIn response to requests from beneficiary, STAR has agreed to resign as trustee and allow her assets to be handled through another institutionIt is our hope that this action constitutes satisfactory resolution Sincerely, [redacted] President STAR Private Advisory

Initial Business Response /* (1000, 7, 2016/02/19) */
Contact Name and Title: Tracy *** VP Complianc
Contact Phone: XXXXXXXXXX
Contact Email: ***@starfinancial.com
On 10/27/15, a transaction from "DentalPlans.com" was submitted to the Mr***'s HSA AccountThe account was closed
on 3/5/by Mr***, however a system upgrade allowed this transaction to go through on a closed accountThe branch manager of Mr***'s branch contacted him on 10/27/They discussed the charge, and Mr*** stated that he would investigate and get back to STARSTAR did inform the customer that it was a vendor that had submitted debits to this account in the pastThe branch manager attempted to contact Mr*** via email and phone multiple times, and never received a responseCommunication was then taken over by STAR's Asset Management departmentAsset Management attempted to contact Mr*** multiple times in November and December via phone and mailIn January, Asset Management was able to reach Mr*** and requested that Mr*** confirm that the transaction was fraudulent and complete a formAsset Management never received the form or heard back from the customerMultiple attempts to contact them again went unanswered
Although we have not received the requested confirmation from Mr*** that this charge was fraudulent, we will assume that the transaction was fraudulent and will charge off the amountAny reporting to credit bureaus relating to the charged off account will be removed
OFFER:
Please feel free to contact us with any additional questions or concerns
Initial Consumer Rebuttal /* (2000, 9, 2016/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, we will accept the the write off and not reporting to the credit bureau or removing any negative reporting
Thank you, Revdex.com

Initial Business Response /* (1000, 5, 2016/08/23) */
To Whom It May Concern;
This was a training issue within the Customer Solutions Department and has been addressed with the individual on the team. I spoke to Mr. [redacted] today and everything has been resolved to his satisfaction

Initial Business Response /* (1000, 9, 2016/09/23) */
Re: Case #XXXXXXXX
Dear Ms. [redacted]
The purpose of this correspondence is to address concerns raised in your letter of September 6, 2016. The complainant in this case is the beneficiary of an irrevocable trust established to safe guard...

inherited assets and provide for education and appropriate expenses. The trustee has never failed to do so. A change in trust officers did occur over the past year and the working chemistry of the officer and the beneficiary changed with individuals. There have been timing issues related to the receipt of invoices and the requisite periods needed for processing. Apparently, conversations addressing these matters were not received constructively. It is a fact that the Trust Officer and her supervisor were out of the office on vacation at the same time. This resulted no damage to the beneficiary nor did STAR fail to meet any of its obligations and duties as trustee as a result. In response to requests from beneficiary, STAR has agreed to resign as trustee and allow her assets to be handled through another institution. It is our hope that this action constitutes satisfactory resolution.
Sincerely,
[redacted]
President
STAR Private Advisory

Initial Business Response /* (1000, 10, 2017/12/05) */
We have communicated with this customer through multiple platforms on multiple occasions. This was a fee that was disclosed prior to being charged, and the customer was aware that the fee was nonrefundable at the time of payment. Multiple...

emails and phone calls where placed on both 10/20/17 and 10/23/17. STAR's SVP Retail personally spoke with the customer on 10/23.
Initial Consumer Rebuttal /* (3000, 12, 2017/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business practice is unacceptable. It was very clear before the appraisal was ordered that Star bank was not going to approve the loan hence there was absolutely no reason for an appraisal! Star bank should have seen that information before ordering an appraisal, it was all very clear. They had all the information to provide a denial without the need for an appraisal. This bank has dropped the ball and are trying to charge me for their mistakes. The next step, if the bank does not resolve this situation, means the issue will be turned over to the Indiana Department of Financial Institution. Please advise.
Final Consumer Response /* (4200, 16, 2017/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, you had me sign the paperwork when it was not needed in the first place. Star already had enough for a decision to deny the loan and there was no need for an appraisal. You are 100% correct, I signed the paperwork, but there should've never been paperwork in front of me if you were going to deny the loan anyway with the info you already had. Just to restate one more time, you had the reasons to deny the loan, the reasons to deny my loan were in your hands prior to you telling me you needed an appraisal. There was no need for an appraisal!
This is an unacceptable practice by any business, especially a bank. Banks are so picky to all the customers and there so many standards now there's no way this loan application should have been moved forward to appraisal before it was approved.
This is not my first rodeo with loans or banks. I do not plan to stand down and accept your lack of accountability in this process.
Final Business Response /* (4000, 18, 2017/12/14) */
We did not know the credit decision until the appraisal was returned and evaluated. The customer understood this and agreed to proceed with the loan and pay for the appraisal, which he received a copy of the full report. This is a standard industry practice and also encouraged and even stipulated by a variety of federal regulations. Thank you.

Initial Business Response /* (1000, 8, 2015/12/30) */
I have been asked to respond to your correspondence addressed to Mr. [redacted], STAR's CEO, dated December 11, 2015. While I am not able to share any particular details regarding the [redacted] checking account, I can represent that the former...

customer's account was not maintained in a financially responsible manner. The account was opened on September 30, 2015 and closed on December 8, 2015. STAR is not legally required to do business with any consumer whose activity results in losses to STAR. We will not permit Ms. [redacted] to bank here due to our unacceptable experience. In accordance with the Depository Account Agreement, STAR elected to discontinue the banking relationship which is STAR's unilateral right.
David [redacted]
General Counsel
Corporate Offices
127 West Berry Street
Fort Wayne, IN 46802
Initial Consumer Rebuttal /* (3000, 10, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their reasons for "not doing business with me" and why they closed my account has changed multiple times depending on who's replying.