Kennebunk Savings Bank

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Please know that I had to take extraordinary measures to receive an adequate response from Kennebunk Savings Bank involving the State of Maine Banking Regulation.
Regards,
[redacted]

Hello, I’m writing in reference to complaint #[redacted] regarding a customer statement’s about his mortgage escrow. Kennebunk Savings is aware of the complaint, which has also been filed with bank regulators. At this point we are working to complete the regulatory process and we will be...

back in touch with the Revdex.com once that process has been completed. Please let me know if you have any additional questions or if you need anything else. Sincerely,[redacted]  [redacted]VP, Corporate Communications Manager[redacted]
[redacted]
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To Whom It May Concern: I am writing on behalf of Kennebunk Savings Bank in response to your letter dated February 28, 2017.  Thank you for the opportunity to respond and allow the Bank to explain its position regarding this matter.  The Bank is very familiar with [redacted] and the circumstances associated with his complaint.  Indeed, beginning on January 22, 2017, Bank employees have communicated with Mr. [redacted] several times, including by phone and e-mail, to answer his questions about [redacted]’s residential mortgage loan (the “[redacted] loan”).  The Bank last communicated with Mr. [redacted] directly, by e-mail, on February 8.  Based on the foregoing, the Bank expects that Mr. [redacted] is not seeking any additional or alternate response to his complaint.  Briefly, however, the circumstances leading to Mr. [redacted]’s complaint are set forth below.  The information in this letter is based upon Bank records and discussions with relevant Bank staff; supporting materials are attached as exhibits hereto. On January 22, Mr. [redacted] contacted the Bank’s Customer Care Department requesting information about the [redacted] Loan.  Because Mr. [redacted] is not a borrower or otherwise associated with the [redacted] Loan, the Bank needed to obtain [redacted]’s consent to share any information with Mr. [redacted].  Upon obtaining consent, Bank staff provided information responsive to Mr. [redacted]’s questions and information requests, including: Information and documentation related to the “Discharge of Mortgage” filed with the York County Registry of Deeds, confirming the Bank’s release of the property securing the [redacted] Loan, which was paid off on January 4, 2017. Copies of escrow and mortgage billing statements for the entire term of the [redacted] Loan Follow-up answers to questions raised by Mr. [redacted] about: The final payoff balance of the [redacted] Loan, itemized on the mortgage billing statement as “Payoff (Client Defined)”; and An escrow surplus refund made to [redacted] on February 19, 2016, following the Bank’s escrow account analysis Upon obtaining necessary consents from [redacted], the Bank provided timely answers that it believed were responsive to Mr. [redacted]’s questions.  Contrary to Mr. [redacted]’s assertion in his complaint that the Bank had not responded to his January 28 question, the Bank provided multiple responses on January 30 and February 8.  The Bank regrets any confusion experienced by Mr. [redacted] during this process. In any event, again, based on discussions we believe all remaining questions have been answered to Mr. [redacted]’s satisfaction.  Accordingly, the Bank considers this issue to be resolved.  On behalf of the Bank, I hope this response is helpful to your investigation.  If there are any further questions regarding this matter, please let me know. Sincerely,  [redacted]Vice PresidentCorporate Communications   [redacted]VP, Corporate Communications Manager[redacted]
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