Marquette Savings Bank

August 26, [redacted] Revdex.com [redacted] ***Re: Complaint # [redacted] Dear Ms [redacted] :With regard to complaint # [redacted] , the customer received a day past due notice in the mail warning that lack of payment would result in late fees and possibly negative reporting to the Credit BureauThe customer's mortgage is due the first of the month, as defined in the loan note, however, the customer has an automatic payment set up for the 7th of the month, at their request, at loan inceptionOur system is designed to attempt to collect payment up to nine business days if the balance in the transferring account is not sufficient on any day beginning on the 7th of the monthResearch indicates the balance in the deposit account was not sufficient until the 17th of the month, which was the 9th and final day to attempt to collect payment by the automated systemBecause a late charge is assessed on the 16th of the month, which is days grace from the actual due date, the customer did have a late fee assessed, the 17th late fee in the history of the accountBecause the customer was not days late at the time of the payment, they will not be reported to the Credit Bureau for late payment for this month, however, payment history indicates past delinquency.With regard to complaints of the employees noted, both are tenured professionals who were accurately explaining the situationMarquette prides itself on friendly, courteous service to all and both employees have been notified of the complaintIn addition to this response, I will be forwarding to the customer documentary evidence of the payment due date, the requested payment date and the attempts made at auto-collecting the payment.If you have any further questions, please contact me directly.Sincerely,Kelly AM [redacted] EVP Chief Information Officer/Chief Compliance Officer

Re: Complaint ID [redacted] Dear Ms [redacted] :As a lienholder on the property mentioned in the complaint, the insurance company correctly made [redacted] a payee on the insurance claim checkUnder section five of the mortgage document, the borrower agrees the insurance proceeds will be used for the restoration and repair of the property, our collateral [redacted] routinely holds insurance proceeds in escrow to ensure repairs are completed as promisedFunds are released as needed with proof of repair expensesAny proceeds over the amount of the expense are forwarded to the customer when all damage has been fixedThis is not a new procedure for [redacted] .I have spoken directly to this customer and have ascertained the previous claim check mentioned in the complaint did not name [redacted] as a payee which is why the customer had direct access to the fundsWe have also had contact with the contractor doing the first phase of work and he has promised a hasty deliver of requested documents so that [redacted] can release the funds.If you have any further questions, please contact me directly.Sincere regards, [redacted] EVP CCO/CIO

Revdex.comAttn: *** *** *** *** *** *** ** ***
Re: Complaint ID ***
Dear ** ***: This letter is in response to a complaint written by our customer with
regard to overdraft feesI have reviewed the activity of this account and found that the customer was in fact overdrawn, had written checks dated 7/18/which cleared on 7/21/and had payroll deposits on 7/22/As a courtesy, all items were paid by the bank on 7/21/15, leaving the account overdrawnThe customer has had items overdrawn in the last months, times in the life of the accountThe customer called and spoke with several branch staff members, wrote two complaints through online banking and left a message for a senior staff member and filed a complaint with the Bureau in two days timeEmployees who did speak with the customer tried to explain they were in fact overdrawn and refunded one of three charges leviedI have since spoken directly with the customer and refunded two more charges based on the customer's perception of mistreatment by Marquette employeesI believe this employee behavior is uncharacteristic but I am unwilling to risk our reputation with regard to service and therefore refunded the fees as a reconciliatory gestureI offered my direct phone number should there be any other issue and the customer seemed satisfied.If you have any further questions, please contact me directly at ***.Kelly AM***EVP Chief Information Officer/Chief Compliance Officer

August 26, 2016*** ***Revdex.com*** *** *** *** *** ** ***
Re: Complaint # ***Dear Ms***:With regard to complaint # ***, the customer received a day past due notice in the mail warning that lack
of payment would result in late fees and possibly negative reporting to the Credit BureauThe customer's mortgage is due the first of the month, as defined in the loan note, however, the customer has an automatic payment set up for the 7th of the month, at their request, at loan inceptionOur system is designed to attempt to collect payment up to nine business days if the balance in the transferring account is not sufficient on any day beginning on the 7th of the monthResearch indicates the balance in the deposit account was not sufficient until the 17th of the month, which was the 9th and final day to attempt to collect payment by the automated systemBecause a late charge is assessed on the 16th of the month, which is days grace from the actual due date, the customer did have a late fee assessed, the 17th late fee in the history of the accountBecause the customer was not days late at the time of the payment, they will not be reported to the Credit Bureau for late payment for this month, however, payment history indicates past delinquency.With regard to complaints of the employees noted, both are tenured professionals who were accurately explaining the situationMarquette prides itself on friendly, courteous service to all and both employees have been notified of the complaintIn addition to this response, I will be forwarding to the customer documentary evidence of the payment due date, the requested payment date and the attempts made at auto-collecting the payment.If you have any further questions, please contact me directly.Sincerely,Kelly AM***EVP Chief Information Officer/Chief Compliance Officer

Revdex.comAttn: *** *** *** *** *** *** ** ***Re: Complaint ID ***Dear ** ***: This letter is in response to a complaint written by our customer with regard to overdraft feesI have reviewed the activity of this account and found that the
customer was in fact overdrawn, had written checks dated 7/18/which cleared on 7/21/and had payroll deposits on 7/22/As a courtesy, all items were paid by the bank on 7/21/15, leaving the account overdrawnThe customer has had items overdrawn in the last months, times in the life of the accountThe customer called and spoke with several branch staff members, wrote two complaints through online banking and left a message for a senior staff member and filed a complaint with the Bureau in two days timeEmployees who did speak with the customer tried to explain they were in fact overdrawn and refunded one of three charges leviedI have since spoken directly with the customer and refunded two more charges based on the customer's perception of mistreatment by Marquette employeesI believe this employee behavior is uncharacteristic but I am unwilling to risk our reputation with regard to service and therefore refunded the fees as a reconciliatory gestureI offered my direct phone number should there be any other issue and the customer seemed satisfied.If you have any further questions, please contact me directly at ***.Kelly AM***EVP Chief Information Officer/Chief Compliance Officer

Re: Complaint ID [redacted]Dear Ms. [redacted]:As a lienholder on the property mentioned in the complaint, the insurance company correctly made [redacted] a payee on the insurance claim check. Under section five of the mortgage document, the borrower agrees the insurance proceeds will be used for...

the restoration and repair of the property, our collateral. [redacted] routinely holds insurance proceeds in escrow to ensure repairs are completed as promised. Funds are released as needed with proof of repair expenses. Any proceeds over the amount of the expense are forwarded to the customer when all damage has been fixed. This is not a new procedure for [redacted].I have spoken directly to this customer and have ascertained the previous claim check mentioned in the complaint did not name [redacted] as a payee which is why the customer had direct access to the funds. We have also had contact with the contractor doing the first phase of work and he has promised a hasty deliver of requested documents so that [redacted] can release the funds.If you have any further questions, please contact me directly.Sincere regards,[redacted]EVP CCO/CIO

August 26, 2016[redacted]Revdex.com[redacted]Re: Complaint # [redacted]Dear Ms. [redacted]:With regard to complaint # [redacted], the customer received a 10 day past due notice in the mail warning that lack of payment would result in late fees and...

possibly negative reporting to the Credit Bureau. The customer's mortgage is due the first of the month, as defined in the loan note, however, the customer has an automatic payment set up for the 7th of the month, at their request, at loan inception. Our system is designed to attempt to collect payment up to nine business days if the balance in the transferring account is not sufficient on any day beginning on the 7th of the month. Research indicates the balance in the deposit account was not sufficient until the 17th of the month, which was the 9th and final day to attempt to collect payment by the automated system. Because a late charge is assessed on the 16th of the month, which is 15 days grace from the actual due date, the customer did have a late fee assessed, the 17th late fee in the history of the account. Because the customer was not 30 days late at the time of the payment, they will not be reported to the Credit Bureau for late payment for this month, however, payment history indicates past delinquency.With regard to complaints of the employees noted, both are tenured professionals who were accurately explaining the situation. Marquette prides itself on friendly, courteous service to all and both employees have been notified of the complaint. In addition to this response, I will be forwarding to the customer documentary evidence of the payment due date, the requested payment date and the attempts made at auto-collecting the payment.If you have any further questions, please contact me directly.Sincerely,Kelly A. M[redacted]EVP Chief Information Officer/Chief Compliance Officer

Review: My husband and I got a notice in the mail stating that we were late on our mortgage, and going to recieve late charges and things on our credit. All of which we can not afford! They also stated our mortgage was due on the 1st of the month. First of all our mortgage from day one (back on 2007) has always been on the 7th of every month 2nd yes the money was not in there as I was just getting paid that week of the 15th (we had already switched banks because we are so unhappy with this bank) and I was told by a loan holder a year ago that they try for 11 times before they stop trying! Which from the 7th to 11! That is exactly 11 days! No need to have late charges or go on my record or even get a notice! And when I tried to call I got attitude from a teller named Alica that no u have always paid on the 1stop u just didn't have money! Um not your place to tell me cause in our other bank we did but when it's not due until the 7th! We're not going to put it in! 2nd I had to ask for a manager 3 times then when I got one she put me on speaker phone and could not hear me very unprofessional in my book! And argued with me also! Saying they only try to pull 9 times and then stop! Really then why did they take on the 11th try? And they only way they would be trying or counting early is if they were trying to take on that Friday before the 7th because it was a Sunday ( they have done that before) all reasons why we started switching from using this bank!Desired Settlement: I just don't want it against our record, we are trying to sell our house and can not have this on there.

Business

Response:

August 26, 2016[redacted]Revdex.com[redacted]Re: Complaint # [redacted]Dear Ms. [redacted]:With regard to complaint # [redacted], the customer received a 10 day past due notice in the mail warning that lack of payment would result in late fees and possibly negative reporting to the Credit Bureau. The customer's mortgage is due the first of the month, as defined in the loan note, however, the customer has an automatic payment set up for the 7th of the month, at their request, at loan inception. Our system is designed to attempt to collect payment up to nine business days if the balance in the transferring account is not sufficient on any day beginning on the 7th of the month. Research indicates the balance in the deposit account was not sufficient until the 17th of the month, which was the 9th and final day to attempt to collect payment by the automated system. Because a late charge is assessed on the 16th of the month, which is 15 days grace from the actual due date, the customer did have a late fee assessed, the 17th late fee in the history of the account. Because the customer was not 30 days late at the time of the payment, they will not be reported to the Credit Bureau for late payment for this month, however, payment history indicates past delinquency.With regard to complaints of the employees noted, both are tenured professionals who were accurately explaining the situation. Marquette prides itself on friendly, courteous service to all and both employees have been notified of the complaint. In addition to this response, I will be forwarding to the customer documentary evidence of the payment due date, the requested payment date and the attempts made at auto-collecting the payment.If you have any further questions, please contact me directly.Sincerely,Kelly A. M[redacted]EVP Chief Information Officer/Chief Compliance Officer

Review: my direct deposit went into my account on Tuesday the 21st at midnight and then Wednesday the 22nd checks were taken out and then Thursday they said I had a negative balance and owed 96.00 in over drafts! even though there was money from my direct deposits! I emailed twice my husband called them 3 times due to his name is also on the account and they laughed and said they would only refund 32.00 not the 96.00 and they an hour later there still was not even 32.00 in the account ! so he called again and were still waiting no money for their screw up!Desired Settlement: we would like our 96.00 back! we work hard for our money and we have 2 kids and I had brain surgery and need the money! we don't have 96.00 to throw around! they had no business to take it! when it was in there at the same time and they did it a whole day later!

Business

Response:

Revdex.comAttn: [redacted]Re: Complaint ID [redacted]Dear [redacted]: This letter is in response to a complaint written by our customer with regard to overdraft fees. I have reviewed the activity of this account and found that the customer was in fact overdrawn, had written checks dated 7/18/15 which cleared on 7/21/15 and had payroll deposits on 7/22/15. As a courtesy, all items were paid by the bank on 7/21/15, leaving the account overdrawn. The customer has had 16 items overdrawn in the last 13 months, 39 times in the life of the account. The customer called and spoke with several branch staff members, wrote two complaints through online banking and left a message for a senior staff member and filed a complaint with the Bureau in two days time. Employees who did speak with the customer tried to explain they were in fact overdrawn and refunded one of three charges levied. I have since spoken directly with the customer and refunded two more charges based on the customer's perception of mistreatment by Marquette employees. I believe this employee behavior is uncharacteristic but I am unwilling to risk our reputation with regard to service and therefore refunded the fees as a reconciliatory gesture. I offered my direct phone number should there be any other issue and the customer seemed satisfied.If you have any further questions, please contact me directly at [redacted].Kelly A. M[redacted]EVP Chief Information Officer/Chief Compliance Officer