Lake City Bank

Initial Business Response / [redacted] (1000, 12, 2015/10/22) */ Contact Name and Title: Kristin [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @lakecitybank.com Lake City Bank charges a monthly dormant account fee of $when an account has had no customer-initiated activity for a specified period of time (depending on account type.) Dormant accounts require special monitoring as they are often the target of fraud because often they are accounts that have been forgotten or aren't regularly reviewed by accountholdersThey also require special reporting to Indiana regulators as part of the state's escheatment process Statements are sent to all accountholders at the address of record on the accountIt is unclear why statements were disregarded, but there was no malfunction in the mailing process during this time period that would have resulted in statements not being mailed The bank's website provides customers with contact information to initiate an address change, and that feature has been functioning with minimal downtime As a courtesy to the customer, the fees for were refundedThe fees were, however, properly charged as disclosed, and appeared on each periodic statement for the account We pride ourselves on high levels of customer service at Lake City BankWhen a customer become abusive to our employees (leaving one in tears, as was the case here), we ask that the employee avoids further communication with that customerAn abusive customer can create a hostile work environment for our employees, and we cannot condone that Both the branch manager and a senior executive spoke at length to the customer and to her father (who has no account relationship with the bank, but who called to "yell at" our employees) and explained the reason for the fees and how they are calculatedOnce this escalated to a very hostile level, no further communication made sense It is unfortunate that this situation escalated to this levelFraud is rampant in today's world, and it takes vigilance on the part of the bank and the customer to ensure that its accounts aren't compromisedIn the absence of a vigilant customer, the burden to identify unusual activity on an account is placed on the bank, who must review the accounts outside of its monitoring processesThe dormancy fees were properly charged in this case, and could have easily been avoided had the customer contacted the bank or made a single transaction or inquiry on the account during the dormancy period OFFER:

Initial Business Response /* (1000, 12, 2015/10/22) */
Contact Name and Title: Kristin [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@lakecitybank.com
Lake City Bank charges a monthly dormant account fee of $6 when an account has had no customer-initiated activity for a...

specified period of time (depending on account type.) Dormant accounts require special monitoring as they are often the target of fraud because often they are accounts that have been forgotten or aren't regularly reviewed by accountholders. They also require special reporting to Indiana regulators as part of the state's escheatment process.
Statements are sent to all accountholders at the address of record on the account. It is unclear why statements were disregarded, but there was no malfunction in the mailing process during this time period that would have resulted in statements not being mailed.
The bank's website provides customers with contact information to initiate an address change, and that feature has been functioning with minimal downtime.
As a courtesy to the customer, the fees for 2015 were refunded. The fees were, however, properly charged as disclosed, and appeared on each periodic statement for the account.
We pride ourselves on high levels of customer service at Lake City Bank. When a customer become abusive to our employees (leaving one in tears, as was the case here), we ask that the employee avoids further communication with that customer. An abusive customer can create a hostile work environment for our employees, and we cannot condone that.
Both the branch manager and a senior executive spoke at length to the customer and to her father (who has no account relationship with the bank, but who called to "yell at" our employees) and explained the reason for the fees and how they are calculated. Once this escalated to a very hostile level, no further communication made sense.
It is unfortunate that this situation escalated to this level. Fraud is rampant in today's world, and it takes vigilance on the part of the bank and the customer to ensure that its accounts aren't compromised. In the absence of a vigilant customer, the burden to identify unusual activity on an account is placed on the bank, who must review the accounts outside of its normal monitoring processes. The dormancy fees were properly charged in this case, and could have easily been avoided had the customer contacted the bank or made a single transaction or inquiry on the account during the dormancy period.
OFFER:

Initial Business Response /* (1000, 5, 2016/12/28) */
Given the requirement that the bank not disclose client confidential information, the bank is unable to respond to this complaint with specific details. Generally speaking, we have reviewed the recorded telephone conversation with Mr. [redacted]...

regarding this issue as well as all documentation. Based on this review, we have concluded that the bank acted appropriately and in accordance with all of its policies and procedures and all laws and regulations. Mr. [redacted]'s complaint is more appropriately directed towards the merchant involved, not the bank. We have discussed this situation with Mr. [redacted], but are happy to explain the bank's actions to him again. Including further details regarding the transactions would not be permissible under federal banking regulations.
Initial Consumer Rebuttal /* (2000, 7, 2016/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
You have acted dishonorably.