Mifflinburg Bank & Trust Co

February 25, 2014 Dear ***. [redacted] , I very much appreciate your office bringing this matter to our attention. Mifflinburg Bank & Trust Company (MBTC) is very dedicated to providing excellent service and personal banking experiences to every one of our Community... Bank's customers. Being a local Community Bank (MBTC), we are willing and often go beyond "the norm” when it comes to providing and assisting our customer’s needs. Having said that, I am grateful for the chance to clarify the issues in which you have contacted MBTC. I have discussed the matter with all of the parties involved and have come to the conclusions outlined below. 1. Mifflinburg Bank & Trust Company does not have any open or closed accounts with [redacted] . 2. Mifflinburg [redacted] Bank is not our financial institution 3. Mifflinburg Bank & Trust Company has never contacted **. [redacted] nor has **. [redacted] contacted our Collection Manager [redacted] *. ***, who would normally address collection issues. 4. Due to Federal privacy laws and our internal policy, we are not at liberty to disclose information. In conclusion, I firmly can state that [redacted] does not have any business dealings with Mifflinburg Bank & Trust Company and consequently we cannot disclose any information regarding another individual. I thank you for your time and practicality in handling this matter. Sincerely,

February 25, 2014
Dear [redacted],
I very much appreciate your office bringing this matter to our attention. Mifflinburg Bank & Trust Company (MBTC) is very dedicated to providing excellent service and personal banking experiences to every one of our Community...

Bank's customers. Being a local Community Bank (MBTC), we are willing and often go beyond "the norm” when it comes to providing and assisting our customer’s needs.
Having said that, I am grateful for the chance to clarify the issues in which you have contacted MBTC. I have discussed the matter with all of the parties involved and have come to the conclusions outlined below.
1.    Mifflinburg Bank & Trust Company does not have any open or closed accounts with [redacted].
2.    Mifflinburg [redacted] Bank is not our financial institution
3.    Mifflinburg Bank & Trust Company has never contacted **. [redacted] nor has **. [redacted] contacted our Collection Manager [redacted], who would normally address collection issues.
4.    Due to Federal privacy laws and our internal policy, we are not at liberty to disclose information.
In conclusion, I firmly can state that [redacted] does not have any business dealings with Mifflinburg Bank & Trust Company and consequently we cannot disclose any information regarding another individual.
I thank you for your time and practicality in handling this matter.
Sincerely,

Review: Payment arrangements were made 12/16/2013 with [redacted] to prevent repossession. I was advised to send in a past due amount of 385.82. We agreed that after I got paid on Friday 12/20 I would send the payment after I deposited my check. The payment was sent 12/21 and received 12/24 at Mifflinburg Bank, it cleared my parents bank account 12/26. My vehicle was repossessed Christmas night 12/25. We called the back on the 26th they confirmed receiving check, but No one was available to help us regarding this matter. Seriously they repossessed a vehicle where the payment was made as agreed on Christmas and could not answer any questions about it. The vp of loans and [redacted] were both out on "holiday". And the ladies working we're left with no one to help resolve any of our questions. We were willing and able to pick up the vehicle to prevent more charges, since the account was paid as agreed.Desired Settlement: I believe any charges incurred with repossessing this vehicle should be paid from bank funds.

Business

Response:

January 10, 2014

Dear [redacted]. [redacted],

I very much appreciate your office bringing this matter to our attention. Mifflinburg Bank & Trust Company (MBTC) is very dedicated to providing excellent service and personal banking experiences to every one of our customers. Being a local community bank, we are willing and often go beyond "the norm” when it comes to providing and assisting our customers’ needs.

Having said that, I am grateful for the chance to clarify the issues in which you have contacted of the MBTC. I have discussed the matter with all of the parties involved and have come to the conclusions outlined below based on several of **. [redacted]'s statements. I will be quoting what **. [redacted] has written [in italic typeface) and then providing an explanation for each item.

1."Payment arrangements were made 12/16/2013....”

a. **. [redacted] made arrangements to have funds into MBTC no later than 12/20/2013. **. [redacted] was informed if he failed to keep his commitment, further actions would take place.

2."The payment was sent 12/21 and received 12/24 at Mifflinburg Bank....."

a.When payment was not received on 12/20/2013 [redacted], the Bank’s Collection Manager, attempted to contact **. [redacted]. **. [redacted] tried contact **. [redacted] at least three times Saturday December 21, 2013 without success. At that time since **. [redacted] failed to meet his obligation, **. [redacted] forwarded the order for repossession.

3."My vehicle was repossessed Christmas night...."

a. **. [redacted]’s vehicle was repossessed the night of 12/25/2013.

4. "The vp of loans and [redacted] were both out on 'holiday'"

a. This statement is correct. Both [redacted] and [redacted] were out of the office for most of the week of December 22, 2013.

5. "We were willing and able to pick up the vehicle to prevent more charges, since the account was paid as agreed."

a. According to the Bank’s repossessor, **. [redacted] was more than willing and grateful to have the unit taken away. This was due to the unit not functioning properly (blown motor).

b. If the loan was "paid as agreed” there would have been no reason for any repossession action.

Quick Summary:

1. **. [redacted] failed to remit the contractually obligated payments.

2. **. [redacted] failed to keep his promise to remit payment by 12/20/2013.

3. **. [redacted]'s failure to keep his obligation results in repossession of his vehicle.

4. MBTC personnel responsible for delinquent accounts are unavailable due to holidays and vacations.

5. **. [redacted] failed to maintain his obligations, his unit was repossessed and **. [redacted] willingly surrendered the unit.

I have also enclosed the payment history of **. [redacted]'s loan. Here is a brief summary of the history:

Loan Advanced/Funded July 9, 2013

1st payment due Date August 7, 2013 Payment Received August 21, 2013

2nd payment due Date September 7, 2013 Payment Received September 23, 2013

3rd payment due Date October 7, 2013 Payment Received December 24, 2013

4th payment due Date November 7, 2013 Payment Received December 24, 2013

5th payment due Date December 7, 2013 Payment Received December 24, 2013

Due to **. [redacted]’s immediate default history, inability to keep his December 20th remittance promise and decision not to respond to collection calls the morning of December 21, 2013 a repossession order was issued December 21, 2013. With hindsight being 20/20, the situation could have been addressed differently. However MBTC did extend **. [redacted] ample opportunity to comply with his obligation. Since **. [redacted] broke his contractual obligation, I do not comprehend how **. [redacted] can avoid fault. The actions taken to protect MBTC’s interests are common practice for any financial institution. In fact, it is common practice for most financial institutions to order repossession within a week of the first payment being missed (1st payment default).

In conclusion, I completely understand the financial difficulties **. [redacted] has been plagued with in recent times. It was unfortunate it had to come to a repossession situation. Having acknowledged that, I firmly can state that **. [redacted] understood that he had a contractual obligation and was aware of his situation.

I thank you for your time and practicality in handling this matter.

Sincerely,

Review: I am making this complaint on the behalf of my girlfriend. She has had a loan for the past 5 years for her car with mifflinburg [redacted] bank and he final payment was this month she was behind a couple of time but she did catch up every time that she needed to. She contacted the bank last month to make sure that this was her last payment and the agent on the phone assured her it was and gave her the final payment charge. This past Friday she had paid it and on Monday she received a call that she still owed 700 dollars on this loan. She stopped by the bank today to talk to someone on this matter and they stated that it was from interest form missed payments in the past but a month ago she was on time and this last payment was supposed to be the final payment.Desired Settlement: I would like to see this months payment be the final payment as well as if the bank over charged her then they should reimburse her the overage.

Business

Response:

February 25, 2014

Dear [redacted]. [redacted],

I very much appreciate your office bringing this matter to our attention. Mifflinburg Bank & Trust Company (MBTC) is very dedicated to providing excellent service and personal banking experiences to every one of our Community Bank's customers. Being a local Community Bank (MBTC), we are willing and often go beyond "the norm” when it comes to providing and assisting our customer’s needs.

Having said that, I am grateful for the chance to clarify the issues in which you have contacted MBTC. I have discussed the matter with all of the parties involved and have come to the conclusions outlined below.

1. Mifflinburg Bank & Trust Company does not have any open or closed accounts with [redacted].

2. Mifflinburg [redacted] Bank is not our financial institution

3. Mifflinburg Bank & Trust Company has never contacted **. [redacted] nor has **. [redacted] contacted our Collection Manager [redacted]. [redacted], who would normally address collection issues.

4. Due to Federal privacy laws and our internal policy, we are not at liberty to disclose information.

In conclusion, I firmly can state that [redacted] does not have any business dealings with Mifflinburg Bank & Trust Company and consequently we cannot disclose any information regarding another individual.

I thank you for your time and practicality in handling this matter.

Sincerely,

Review: My fiancé and I have had a car loan through this bank for the better part of the last five yearsThe car loan is in my name onlyBack in February of this year 2013, I put into payments for my carEach payment is This amount would have brought us current through the month of July (all but for the month of July)We were very surprised just two days ago by a gentleman walking into our place of business and repossessing our carOver the past few months their loan collections officer has done his jobWe have gotten behind before so we understand that there are some things that they need to do to let us knowHowever we were confused seeing as we were only behind at the timeAt most the month of august just became late as wellSo our confusion at repossession over barely a month late led us to contact themHere it seems that they took our payments and put them towards the principalThis we are very concerned about, considering that there was contact made at the time of the two large payments to confirm that they would be put towards future paymentsSo I spoke to [redacted] (collections officer) the day our car was takenWe discussed how the payments were not placed correctly by the bank and he said and I quote " I will have the numbers put in overnight and will call you tomorrow with the new figure"It turns out that was just a lie to buy him timeI informed him during that conversation and the next day when I called him and got his voicemail that that I worked 12-and it was important to get this issue resolved before the labor day weekendHe attempted to call me at 2pm when I obviously couldn't answerI did give my fiancé permission to speak on my behalfShe spoke to the bank and the bank manager at one point in which they stated it could have been an error on their part it could have been an error on our part but now we have to "deal with it"Lets go beyond the unprofessionalism of that statement and go right into the fact that the investigation that the bank did was by here say from their people who are obviously not going to admit to the possibility of making a mistakeThis very professional bank that deals with large sums of money also does not have a telephone recording systemNo phone calls ever get recorded for quality or accuracyObviously this type of system is fairly standard in this day in age for a financial institutionOkay lets move on and imagine it was completely our faultI am very confused as to when any collection agent or agency has the right to stalk you on social media**[redacted] has added me on facebookI am very confused as to how this qualifies as ok behavior, but again lets say that this is okI absolutely refuse to believe that it is ethical or even legal for him to stalk my fiancé on facebook, especially considering that her name is nowhere on the loan documents and that she has no legal or obligational ties with Mifflinburg bank and trustThis situation that the bank refuses to work with us on has not only embarrassed us and put us under tremendous stress but has also caused emotional distress due to the unethical actions of **[redacted] stalking not only me but my fiancé as well on social media sites.Desired Settlement: I want the proper adjustments done to our accountEven given the unethical stalking of at the very least my fiancé we still understand what it means to pay your debtsWe want our account adjusted properly and we have no desire to pay the outrageous towing fees incurred due to the mistake made by the bank
Business
Response:
September 9,
Dear [redacted][redacted],
I very much appreciate your office bringing this matter to our attentionMifflinburg Bank & Trust Company is very dedicated to providing excellent service and personal banking experiences to every one of our Community Bank’s customersBeing a local Community Bank (MBTC), we are willing and often go beyond "the norm" when it comes to providing and assisting our customer’s needs
Having said that, I am grateful for the chance to clarify the issues in which you have contacted MBTCI have discussed the matter with all of the parties involved and have come to the conclusions outlined below based on several of **[redacted]’s statementsI will be quoting what **[redacted] has written (in italic typeface) and then providing an explanation for each item
"Back in February of this year 2013, I put into payments for my car."
aMBTC received $1,January 28, and $February 28,
"Each payment is This would have brought us current through the month of July (all but for the month of July)."
aThe $1,received January 28, was processed towards the November 2012, December 2012, January 2013, February 2013, late fees and a partial payment for March
iAt the time of this remittance **[redacted] was quite delinquentMBTC usually begins the repossession process at sixty-days (60) of delinquencyAs you can see, MBTC did provide **[redacted] excess time above and beyond our usual practices
iiThis payment remittance was a Bill-Pay check received from **[redacted]'s bankThere were no instructions included describing how to process the fundsThe check included **[redacted]'s name, account number and the MEMO: the first payoff installment
bThe $Received February 28, was processed towards the March payment, partially pay the April payment and reduce principal
iThis payment remittance was also a Bill-Pay check received from **[redacted]’s bankThere were no instructions included describing how to process the fundsThe check included **[redacted]'s name, account numberThere was no MEMO on this check
cPer **[redacted]'s PA Motor Vehicle Sales Contract, Additional Term and Conditions, item #Application of Payments: We will apply payments in the following order of priority: first to interest; and then to late charges, fees, principal and any other amounts you owe in the order that we choose
"This we are very concerned about, considering that there was contact made at the time of the two large payments to confirm that they would be put towards future payments"
a**[redacted] stated to **[redacted] that a woman from MBTC had called him asking how he wanted his payments processedI have questioned both tellers who processed those paymentsNeither stated they attempted to contact **[redacted]The checks involved had his name and account number included, so there would not have been any reason to telephone **[redacted]
bIf **[redacted] was concerned with the processing of his remittance, why did he wait six (6) months to express his concern?
c**[redacted] was sent late notices on 4/1/2013, 4/8/2013, 4/24/2013, 5/24/2013,6/24/2013,7/24/and 8/24/
d**[redacted] acknowledges his delinquency June 14, The following a partial email **[redacted] received from **[redacted]
iReev'd email from [redacted]; We are hoping to have that in by the 15thI know it is late; we unfortunately have hit a financial tough spot where our hot water heater broke and caused us to get put back a little bitI'm hoping this is ok I want to say that we are currently ahead of our payment schedule by a few months...not sure if that matters but we will have it to you as soon as possible
e**[redacted] apologizes & commits to remitting a payment “soon" in this email from July 23, 2013:
iHello [redacted], my apologies for not getting back to you sooner we are in process of getting ourselves straightened out financiallyWe just accepted two roommates into our home in order to save some money to make getting caught up easierA payment will be on its way soon[redacted][redacted]
$Based on what **[redacted]’s fee was, that was more towards the lower end
c**[redacted] was also assessed a storage and redemption fee by the repossession company totaling $Again, these are within industry averages for repossession costs
iStorage $per day, nine (9) days = $
iiRedemption fee $
dA third party remitted what **[redacted] was "in default” for September 6, MBTC notified the repossession company to release **[redacted]'s vehicle
e**[redacted] was to remit $to the repossession company directly in order to redeem his vehicle
Quick Summary:
1/28/& 2/28/2013: **[redacted] remits $1,& $
1/28/& 2/28/2013: MBTC processes per business practice
8/24/2013: **[redacted] states "woman from MBTC called him”
aMBTC did not contact **[redacted] asking how to process his payments
b**[redacted] waits six (6) months to express his concerns
c**[redacted] was sent seven (7) late notices
d**[redacted] acknowledges his delinquency in email on 6/14/
e**[redacted] apologizes for not remitting payment in email 7/23/
9/3/2013: Decision made to not adjust payments based on excessive time lapse
"No calls recorded...”
aMifflinburg Bank and Trust Company does not have a system to record calls
All collection actions by **[redacted] are well within the scope of the FDCPA
8/24/2013: **[redacted] declined to state specific repayment plan
9/6/2013: **[redacted] has a 3rd party remit delinquent amount
aMBTC authorizes release of vehicle
b**[redacted] was to retrieve the vehicle
**[redacted] is current & he should have possession of his vehicle
In conclusion, I completely understand and feel sorrow for the financial difficulties **[redacted] has been plagued with in recent timesIt was unfortunate it had to come to a repossession situationHowever, **[redacted] understood that he had a contractual obligation and was aware of his situation
“We discussed how payments were not placed correctly by the bank and he said and I quote "I will have the numbers put in overnight and I will call you tomorrow with the new figure."
a**[redacted] did tell **[redacted] that he would look into getting the payments reversed and repostedThis happened after the fact **[redacted]'s vehicle was repossessed**[redacted] approached me to adjust the payments and I made the decision not to make the adjustment since six (6) months had passed from the initial lump sum payments
"No phone calls ever get recorded for quality or accuracy."
aMifflinburg Bank and Trust Company does not have a system to record calls
"...the unethical actions of **[redacted] stalking not only me but my fiance as well on social media sites."
a**[redacted] did send a "friend request” to **[redacted] and **[redacted]In doing so, **[redacted] did not disclose any personal, private or non-public informationThis is a skip-tracing tool, similar to a collector contacting a "nearby” in order to generate a return call or response to the contactThe Fair Debt Collection Practice Act (FDCPA) allows this type of communication as long as no personal, private or non-public information is disclosed, such as in this case
Just for the record, **[redacted] spoke with **[redacted] on Saturday August 24, During that conversation **[redacted] was informed of his delinquency and demand for payment was made**[redacted] stated that he was still having financial difficulties and that he would "try” to send a payment August 30, At that time **[redacted] decided that it was time to repossess **[redacted]’s vehicle
I authorized the repossession August 26, 2013, at which **[redacted]’s delinquency was in excess of 120-days past due
"We want our account adjusted properly and we have no desire to pay the outrageous towing fees incurred due to the mistake made by the bank."
a**[redacted]'s request to have his account adjusted was addressed in item 4(a)
bThe repossession fee charged to MBTC was $**[redacted] informed me that it is a reasonable feeRepossessions, depending on time tracking a unit, difficulty and geographical location, usually cost between $and $Based on what **[redacted]’s fee was, that was more towards the lower end
c**[redacted] was also assessed a storage and redemption fee by the repossession company totaling $Again, these are within industry averages for repossession costs
iStorage $per day, nine (9) days = $
iiRedemption fee $
dA third party remitted what **[redacted] was "in default” for September 6, MBTC notified the repossession company to release **[redacted]'s vehicle
e**[redacted] was to remit $to the repossession company directly in order to redeem his vehicle
Quick Summary:
1/28/& 2/28/2013: **[redacted] remits $1,& $
1/28/& 2/28/2013: MBTC processes per business practice
8/24/2013: **[redacted] states "woman from MBTC called him”
aMBTC did not contact **[redacted] asking how to process his payments
b**[redacted] waits six (6) months to express his concerns
c**[redacted] was sent seven (7) late notices
d**[redacted] acknowledges his delinquency in email on 6/14/
e**[redacted] apologizes for not remitting payment in email 7/23/
9/3/2013: Decision made to not adjust payments based on excessive time lapse
"No calls recorded...”
aMifflinburg Bank and Trust Company does not have a system to record calls
All collection actions by **[redacted] are well within the scope of the FDCPA
8/24/2013: **[redacted] declined to state specific repayment plan
9/6/2013: **[redacted] has a 3rd party remit delinquent amount
aMBTC authorizes release of vehicle
b**[redacted] was to retrieve the vehicle
**[redacted] is current & he should have possession of his vehicle
In conclusion, I completely understand and feel sorrow for the financial difficulties **[redacted] has been plagued with in recent timesIt was unfortunate it had to come to a repossession situationHowever, **[redacted] understood that he had a contractual obligation and was aware of his situation
I thank you for your time and practicality in handling this matter
Sincerely,
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:I still disagree with the process by which the bank investigated the phone call madeThey are going strictly on the word of their employeesWe have phone records showing I had called them around the time of at least one of the payments
Regards,
Business
Response:
September 9,
Dear [redacted][redacted],
Thank you for your follrelated to the above-referenced matterMifflinburg Bank & Trust Company is very dedicated to providing excellent service and personal banking experiences to every one of our Community Bank’s customers
A summary of the matter is outlined below:
• **[redacted] was delinquent with his vehicle loan
• **[redacted] acknowledged the delinquency in his prior correspondence
• **[redacted]’s payments were processed in accordance with the terms of the contact which he signed
• Mifflinburg Bank and Trust Company worked with **[redacted] during his delinquency until the excuses and broken promises for payment became excessive
• Mifflinburg Bank and Trust Company is regulated by the Federal Deposit Insurance Corporation and the Pennsylvania Department of Banking and is in compliance with all Banking Regulations
Based upon the facts outlined above, Mifflinburg Bank and Trust Company considers this matter closedThank you for your time in handling this matter
Sincerely,