OCF Owner Controlled Flooring, Inc

December 30, Dear *** ***:FNCB Bank (“FNCB) is in receipt of correspondence dated December 16, regarding an issue that a customer is experiencing with FNCBFNCB takes very seriously consumer complaintsFNCB has investigated this issue and is providing you with an explanation of the
situation and a proposed resolution/recommendation.The customer is disputing two (2) overdraft protection fees assessed against her checking accountSpecifically she alleges that after making a purchase with her debit card an overdraft protection fee was immediately assessed against her checking accountShe states the fee was never refundedAlso, the customer States that after making a purchase at a gas station with her debit card a hold was placed on her account; thereafter a check cleared and an overdraft protection fee was assessed (she does not contest this fee)However, when the hold was released, the customer was assessed an overdraft protection fee, which she is disputingThe total disputed amount in fees is $70.00.The customer's account was opened on August 18, At the time of opening her account she chose Bounce ProtectionThe Bounce Protection covers overdrafts on checks and ACH debitsThe customer also “opted in for the Bounce Protection for ATM and everyday debit card transactionsThe Bounce Protection, pursuant to FNCB Bank's policy, was available to the customer effective October 14, Please see attached the executed Overdraft Protection Options disclosureThe disclosure clearly outlines the fees assessed for use of the Bounce Protection.Since being a customer of FNCB Bank, the customer has been assessed overdraft fees and/or overdraft protection fees in the total amount of $FNCB Bank has already reversed two (2) overdraft fees; one (1) on September 8, and one (1) on October 14, An overdraft protection fee was reversed on October 20, These reversals, totaling $105.00, were provided as a courtesy to the customer.*Check #*** was not returned even though the customer's account had a negative balanceFor the overdraft protection, the customer was assessed a $fee consistent with the disclosure.**The POS transaction was not declined even though the customer had a negative balance in her accountFor the overdraft protection, the customer was assessed a $fee consistent with the disclosure.The purpose of the Overdraft Protection is to pay those items that otherwise would be returned or rejected due to insufficient funds in the customer's accountThe customer received the benefits of the overdraft protectionSince FNCB Bank has already, on a courtesy basis, reversed three (3) overdraft protection fees, FNCB Bank feels it has been generous to this customer as she becomes acquainted with the overdraft protection program.FNCB Bank would be willing to discuss with the customer the specific transactions that caused the overdrafts and assist her in managing a positive balance in her checking account.If you have any questions, please do not hesitate to contact me.Sincerely,Mary C.Esquire Senior Vice President and General Counsel