Orrstown Bank

The only reason this matter was resolved is that I was unwilling to accept the delays Orrstown Bank thought acceptableI pursued this matter relentlessly until Orrstown finally credited the amount back to my accountThe consistently tried to blame another bank which had nothing to do with this matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, the bank omitted the fact that I had already signed the property in question over to the [redacted] via the conveyance documentation provided by the bank's attorneyI drove with my small children in tow to Attorney ***'s office in Carlisle and signed all paperwork they presented to me, and was assured that I was signing the property back over to the [redacted] for $So either Orrstown Bank is unaware of this transaction or intentionally omitted itI tend to believe that there was some miscommunication which resulted in the formerI was unaware that there were no personal judgments against me up until about a week ago, when Attny [redacted] kindly notified me of that fact via a letterAs you can imagine it was a great relief to me.I cannot thank you enough for your help with this matterThis has been an absolute nightmare up until your involvement and I appreciate it so muchI am eternally grateful for your assistance Regards, [redacted]

June 17, 2015Dear [redacted] :Orrstown Bank (“Bank") has completed its review of the complaint filed with your office by [redacted] The Bank has reviewed the information you provided and interviewed the relevant associates who assisted [redacted] , and we have provided the following summary.On or about September 2012, a property owned by [redacted] and [redacted] was delinquent for taxesThe property was purchased at tax sale by a third-partyThe Bank subsequently spoke with a [redacted] (male voice) who informed the Bank he would be paying off the loan as soon as he received the deed from the tax saleAt this time, according to the [redacted] , the Bank’s loan payments started going to [redacted] instead of Orrstown, as was directed by [redacted] to the [redacted] Consequently, the [redacted] ' loan with Orrstown Bank became severely delinquent, as payments were not forwarded to the BankIn early 2013, the Cumberland County Tax Claim Office notified the Bank that the buyer of the property at tax sale was [redacted] of [redacted] ***, Harrisburg, PA ***At this time, the [redacted] ’ loan reached a delinquency status, whereby an ACT-letter was sent to both, the [redacted] and the new deed holder, for the propertyBy August, 2013, it became apparent that [redacted] was not going to pay off the loan and was instead attempting to sell the deed back to the [redacted] The Bank spoke with [redacted] (male) on August 29, 2013, requesting loan pay off and back payments from the [redacted] On September 4, 2013, the Bank received a letter from [redacted] , stating that she was the owner of the property in questionThis was the first instance whereby the Bank seemed to be dealing with two people assuming the same name [redacted] - [redacted] informed the Bank that she was working with the [redacted] to sell the property back to themIn the letter, she stated that she was in the process of divorcing her husband, [redacted] She further stated that [redacted] and a female friend of his had been impersonating her on various business transactionsUpon receiving this letter, a Bank representative spoke with [redacted] (female) and requested a copy of photo identification to place in the loan fileAlso, a Bank representative requested from the Cumberland County Tax Claim Office a copy of the signature made by the buyer of the property in From late September through July 2014, numerous attempts were made by the Bank to either bring the account current or obtain a sale of the property from the deed ownerOn August 2014, the Bank procured legal counsel to bring resolution to this loan obligation.By October 2014, counsel had sent a forbearance document to the [redacted] and [redacted] outlining a payment structure to be adhered to during the forbearanceThe forbearance was never signed and in November 2014, a complaint was filed with the courtBy January 2015, it was clear that none of the parties were interested in working with the Bank, and counsel received a message from [redacted] - [redacted] that her interest in the property was “null-in-void.” Counsel prepared a deed-of-conveyance document placing the property back in the [redacted] ' names; however, [redacted] - [redacted] never showed up to sign the conveyanceThe Bank’s counsel did speak with an attorney representing [redacted] regarding his desire to either sign the conveyance, bring the loan current, or sell the propertyIn February 2015, the Bank’s counsel spoke with [redacted] - [redacted] ' divorce attorney regarding the execution of a deed-of-conveyance to James [redacted] in return for his paying off the debtOn February 9, 2015, Bank's counsel received an email stating that [redacted] - [redacted] had agreed to sign a deed to convey the property to [redacted] in return for him paying off the balanceUnfortunately, by the end of February, this had not occurred, and the Bank proceeded with foreclosure actionIn March, the Bank obtained a Sheriff's sale date of June 3, On April 13, 2015, Bank's counsel was notified by Cumberland County Courthouse that a new deed had been presented to them by [redacted] stating a change in deed ownership from [redacted] to [redacted] Counsel then received a message from [redacted] requesting an updated payoffBetween this date and the end of May 2015, there were several discussions between Orrstown Bank representatives and [redacted] regarding paying off the “ [redacted] ” loanBy this time, the [redacted] had vacated the propertyIt is unclear to the Bank of an exact date of their exitOn or about April 28, 2015, the Bank received a letter from [redacted] - [redacted] stating that she had never legally owned the property in question nor had she ever taken a mortgage against the propertyShe further stated that she had signed over her interest to [redacted] , and was therefore, not responsible for any payment on the loanShe requested that her name be removed from all documentation regarding the [redacted] ' property and the pending foreclosureThe letter was referred to Bank’s counsel for follwith ** [redacted] Counsel informed ** [redacted] of the fact that the filed in-rem judgements were placed against the property only and not against herself or the [redacted] The judgements, therefore, had no effect on her credit; they were only to achieve the necessary goal of the Bank to foreclose on the property in question** [redacted] was informed that as of the date of the filings of the judgements she was still the deed holder of record, which is why she was included in notification of the in-rem judgement filingsOn June 2, 2015, a Bank representative was contacted by [redacted] stating that he would be attending the sheriff foreclosure sale on the next day, and would be bidding on the propertyOn June 3, 2015, the sale commenced and [redacted] was the high bidder for the property in question at [redacted] ***, Newburg, PAThe required down payment was made by [redacted] to the County SheriffPresently, the Bank awaits completion of the transaction and notification of such by the Cumberland County Sheriff's Department.On or about June 10, 2015, the Bank received your notification of the June 5, 2015, incident submitted by [redacted] ( [redacted] )We have contacted Bank's counsel and re-verified that notification was given to [redacted] - [redacted] , in early May 2015, regarding the fact that the in-rem judgements were only placed against the subject property known as [redacted] ***, Newburg, PA; and, no personal judgements were filedBank's counsel has also stated [redacted] should be concluding the remaining paperwork and payment to the Cumberland County Sheriff's office this monthAt that time, the Sheriff's office will produce a schedule of distribution of proceeds from the sale, and barring any objections to the schedule, payments will be distributedSubsequently, all judgements to-date will become null-in-void and removed by the countyIn conclusion, with the successful completion of the foreclosure sale between the Cumberland County Sheriff and ** [redacted] , Orrstown Bank will have no need for further actions against any of the parties mentioned in this documentIf [redacted] , after your follcommunication with her, requires an additional contact from Bank's counsel, we will be willing to assistIf you require any further assistance with regard to this issue, I am available at your convenience.Kind regards,Orrstown Bank Bradley T [redacted] VP, Director of Special Assets

December 24, 2015Dear [redacted] , Orrstown Bank received your notification concerning a complaint about our business submitted on 11/28/and assigned an ID of [redacted] .Upon notification of this complaint, our Senior Vice President of Retail Banking and Consumer Lending reached out to the Customer to listen and address the ConcernsHe did leave a few messages over the course of several days, but he was able to reach the customer on 12/He apologized for the service that she received and followed up with a hand written card.In addition, the processing issue that occurred with her debit card did alert us to a larger issue that we were able to address and correct for future customer transactionsWe are also reviewing our holiday messages to alert our customer to stay on the line if they are having any card fraud related issuesThis will allow the customers to be aware that they may be connected to our hour fraud monitoring service at any timeAt this time, we believe the complaint to be closed and feel the customer has been satisfied with our responsePlease feel free to follow up with me if any additional information is needed or the customer shares any additional concernsSincerely, Janna P

November 26, Dear MSCameron:
Orrstown Bank (“Bank”) has completed its review of the complaint filed with your office by *** *** ***, which we received via mail on November 6, We are pleased to inform you that this issue had been fully resolved prior to our receipt
of this complaint.The Bank has reviewed the information you provided and interviewed the associate who assisted *** ***, and we have identified the following resolution:*** *** first brought the issue to the attention of a branch associate on Saturday, November 1, 2014, at which time *** *** requested to speak to a member of managementUnfortunately branch managers are not always available at all locations during all branch hours*** *** contacted the Bank's Customer Service Center on the morning of Monday, November 3, Our Customer Call Specialist reviewed the customer's claim and confirmed her that the check presented for payment against her account was processed in errorOur associate informed *** *** that the Bank would correct the item before 9:00AM that same morningThe incident was expedited to an associate in our Deposit Operations Department who reversed the debit in the system at approximately 8:20AM that morning.Orrstown Bank regrets any inconvenience to *** *** as a result of this processing errorWe have verified that her account was never placed into an overdraft status, that no checks written from her account were dishonored or returned by the Bank as a result of our error, and the Bank did not charge any fees to her account related to this issueSince no further adverse impact was incurred by the customer as a result of this transaction, no further action was taken by the Bank with regard to *** ***'s account once the reversal of the transaction was completed.The incorrect debit from *** ***'s account was due to a coding error during item processing, which we believe was caused by a fold in the physical check presented for paymentThe final digit on that check’s account number was misread, which caused the transaction to be debited from *** ***'s account in error.If you require any further assistance with regard to this issue, I am available at your convenienceKind regards,
Joanna T
VP, Compliance and CRA Officer

[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]
Complaint: ***
I am rejecting this response because: orrstown bank did not fulfill my requests
Regards,
*** ***

December 24, 2015Dear *** ***,Orrstown Bank received your notification concerning a complaint about our business submitted on 11/28/and assigned an ID of ***.Upon notification of this complaint, our Senior Vice President of Retail Banking and Consumer Lending reached out to the
Customer to listen and address the ConcernsHe did leave a few messages over the course of several days, but he was able to reach the customer on 12/He apologized for the service that she received and followed up with a hand written card.In addition, the processing issue that occurred with her debit card did alert us to a larger issue that we were able to address and correct for future customer transactionsWe are also reviewing our holiday messages to alert our customer to stay on the line if they are having any card fraud related issuesThis will allow the customers to be aware that they may be connected to our hour fraud monitoring service at any time.At this time, we believe the complaint to be closed and feel the customer has been satisfied with our responsePlease feel free to follow up with me if any additional information is needed or the customer shares any additional concerns.Sincerely,Janna P

The only reason this matter was resolved is that I was unwilling to accept the delays Orrstown Bank thought acceptable. I pursued this matter relentlessly until Orrstown finally credited the amount back to my account. The consistently tried to blame another bank which had nothing to do with this matter.

June 17, 2015Dear [redacted]:Orrstown Bank (“Bank") has completed its review of the complaint filed with your office by [redacted]. The Bank has reviewed the information you provided and interviewed the relevant associates who assisted [redacted], and we have...

provided the following summary.On or about September 2012, a property owned by [redacted] and [redacted] was delinquent for taxes. The property was purchased at tax sale by a third-party. The Bank subsequently spoke with a [redacted] (male voice) who informed the Bank he would be paying off the loan as soon as he received the deed from the tax sale. At this time, according to the [redacted], the Bank’s loan payments started going to [redacted] instead of Orrstown, as was directed by [redacted] to the [redacted]. Consequently, the [redacted]' loan with Orrstown Bank became severely delinquent, as payments were not forwarded to the Bank.
In early 2013, the Cumberland County Tax Claim Office notified the Bank that the buyer of the property at tax sale was [redacted] of [redacted], Harrisburg, PA [redacted]. At this time, the [redacted]’ loan reached a delinquency status, whereby an ACT-91 letter was sent to both, the [redacted] and the new deed holder, for the property.
By August, 2013, it became apparent that [redacted] was not going to pay off the loan and was instead attempting to sell the deed back to the [redacted]. The Bank spoke with [redacted] (male) on August 29, 2013, requesting loan pay off and back payments from the [redacted].
On September 4, 2013, the Bank received a letter from [redacted], stating that she was the owner of the property in question. This was the first instance whereby the Bank seemed to be dealing with two people assuming the same name. [redacted] informed the Bank that she was working with the [redacted] to sell the property back to them. In the letter, she stated that she was in the process of divorcing her husband, [redacted]. She further stated that [redacted] and a female friend of his had been impersonating her on various business transactions. Upon receiving this letter, a Bank representative spoke with [redacted] (female) and requested a copy of photo identification to place in the loan file. Also, a Bank representative requested from the Cumberland County Tax Claim Office a copy of the signature made by the buyer of the property in 2012.
From late September 2013 through July 2014, numerous attempts were made by the Bank to either bring the account current or obtain a sale of the property from the deed owner.
On August 2014, the Bank procured legal counsel to bring resolution to this loan obligation.By October 2014, counsel had sent a forbearance document to the [redacted] and [redacted] outlining a payment structure to be adhered to during the forbearance. The forbearance was never signed and in November 2014, a complaint was filed with the court.
By January 2015, it was clear that none of the parties were interested in working with the Bank, and counsel received a message from [redacted] that her interest in the property was “null-in-void.” Counsel prepared a deed-of-conveyance document placing the property back in the [redacted]' names; however, [redacted] never showed up to sign the conveyance. The Bank’s counsel did speak with an attorney representing [redacted] regarding his desire to either sign the conveyance, bring the loan current, or sell the property.
In February 2015, the Bank’s counsel spoke with [redacted]' divorce attorney regarding the execution of a deed-of-conveyance to James [redacted] in return for his paying off the debt.
On February 9, 2015, Bank's counsel received an email stating that [redacted] had agreed to sign a deed to convey the property to [redacted] in return for him paying off the balance. Unfortunately, by the end of February, this had not occurred, and the Bank proceeded with foreclosure action. In March, the Bank obtained a Sheriff's sale date of June 3, 2015.
On April 13, 2015, Bank's counsel was notified by Cumberland County Courthouse that a new deed had been presented to them by [redacted] stating a change in deed ownership from [redacted] to [redacted]. Counsel then received a message from [redacted] requesting an updated payoff. Between this date and the end of May 2015, there were several discussions between Orrstown Bank representatives and [redacted] regarding paying off the “[redacted]” loan. By this time, the [redacted] had vacated the property. It is unclear to the Bank of an exact date of their exit.
On or about April 28, 2015, the Bank received a letter from [redacted] stating that she had never legally owned the property in question nor had she ever taken a mortgage against the property. She further stated that she had signed over her interest to [redacted], and was therefore, not responsible for any payment on the loan. She requested that her name be removed from all documentation regarding the [redacted]' property and the pending foreclosure. The letter was referred to Bank’s counsel for follow-up with **. [redacted]. Counsel informed **. [redacted] of the fact that the filed in-rem judgements were placed against the property only and not against herself or the [redacted]. The judgements, therefore, had no effect on her credit; they were only to achieve the necessary goal of the Bank to foreclose on the property in question. **. [redacted] was informed that as of the date of the filings of the judgements she was still the deed holder of record, which is why she was included in notification of the in-rem judgement filings.
On June 2, 2015, a Bank representative was contacted by [redacted] stating that he would be attending the sheriff foreclosure sale on the next day, and would be bidding on the property.
On June 3, 2015, the sale commenced and [redacted] was the high bidder for the property in question at [redacted], Newburg, PA. The required down payment was made by [redacted] to the County Sheriff. Presently, the Bank awaits completion of the transaction and notification of such by the Cumberland County Sheriff's Department.On or about June 10, 2015, the Bank received your notification of the June 5, 2015, incident submitted by [redacted] ([redacted]). We have contacted Bank's counsel and re-verified that notification was given to [redacted], in early May 2015, regarding the fact that the in-rem judgements were only placed against the subject property known as [redacted], Newburg, PA; and, no personal judgements were filed.
Bank's counsel has also stated [redacted] should be concluding the remaining paperwork and payment to the Cumberland County Sheriff's office this month. At that time, the Sheriff's office will produce a schedule of distribution of proceeds from the sale, and barring any objections to the schedule, payments will be distributed. Subsequently, all judgements to-date will become null-in-void and removed by the county.
In conclusion, with the successful completion of the foreclosure sale between the Cumberland County Sheriff and **. [redacted], Orrstown Bank will have no need for further actions against any of the parties mentioned in this document. If [redacted], after your follow-up communication with her, requires an additional contact from Bank's counsel, we will be willing to assist.
If you require any further assistance with regard to this issue, I am available at your convenience.Kind regards,Orrstown Bank
Bradley T[redacted]
VP, Director of Special Assets

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However, the bank omitted the fact that I had already signed the property in question over to the [redacted] via the conveyance documentation provided by the bank's attorney. I drove with my 3 small children in tow to Attorney [redacted]'s office in Carlisle and signed all paperwork they presented to me, and was assured that I was signing the property back over to the [redacted] for $1. So either Orrstown Bank is unaware of this transaction or intentionally omitted it. I tend to believe that there was some miscommunication which resulted in the former. I was unaware that there were no personal judgments against me up until about a week ago, when Attny. [redacted] kindly notified me of that fact via a letter. As you can imagine it was a great relief to me.I cannot thank you enough for your help with this matter. This has been an absolute nightmare up until your involvement and I appreciate it so much. I am eternally grateful for your assistance. 
Regards,
[redacted]

Thank you for forwarding the information you received from Ms. [redacted]. I have reviewed the underlying information and related records with the manager of the Orrstown Bank's Electronic Transaction Disputes team as well as the manager of the Customer Service Call Center.Based on the information...

Ms. [redacted] has provided, we believe that the one of the transactions occurred over the weekend on which the bank was performing System maintenance, while the other occurred due to a timing issue while the bank was closed and performing nightly processing.Over the weekend of April 3, Ms. [redacted] indicated that she attempted a transaction which was denied. Our research shows that Ms. [redacted] correctly states that she had funds available; but unfortunately due to the maintenance being performed, the System data did not reflect this information, resulting in the declined transaction. Unfortunately, when System maintenance of this type is performed, there are times when updates to the information in the files on which our systems must rely may be slightly delayed, resulting in an issue like the one Ms. [redacted] experienced. It is my understanding that Orrstown Bank's call center representative to whom Ms. [redacted] spoke on April 4 relayed this information to her as well. We apologize for any inconvenience this disruption may have caused to Ms. [redacted] personally.Our records also show an attempted transaction on April 12 by Ms. [redacted]'s joint accountholder, which was declined for non-sufficient funds. That transaction took place at approximately 11:30 p.m., while the bank was down for nightly processing. Ms. [redacted] again is correct that the account had sufficient funds at that time, but unfortunately the information on which our processor relied to determine whether to not to approve the transaction did not reflect a $50 deposit that had been made earlier that day in the branch. Like all financial institutions, we transact within multiple types of payment processing channels, many of which have different methods of communication and different settlement timing that can, unfortunately, result in discrepancies such as this one. As a result of Ms. [redacted] having brought this issue to our attention, we have been working with our vendor on a solution that we believe will prevent similar issues from occuring in the future. We greatly appreciate Ms. [redacted]'s raising her concern to us and again sincerely apologize for any issues this may have caused either of our account holders.We appreciate Ms. [redacted] as a customer and we value her business. We understand why these two transactions caused her such concern, particularly as a relatively new customer. Orrstown Bank takes these types of issues very seriously. Representatives from Orrstown Bank have attempted to call Ms. [redacted] to discuss this matter, but unfortunately we have been unsuccessful in reaching her. A message was left for her at the contact number we have on file, and we do hope to speak with her personally to ensure we address her concerns.Joanna Taylor M[redacted] Vice President, Compliance; CRA OfficerOrrstown Bank

June 17, 2015Dear [redacted]:Orrstown Bank (“Bank") has completed its review of the complaint filed with your office by [redacted]. The Bank has reviewed the information you provided and interviewed the relevant associates who assisted [redacted], and we have provided the...

following summary.On or about September 2012, a property owned by [redacted] and [redacted] was delinquent for taxes. The property was purchased at tax sale by a third-party. The Bank subsequently spoke with a [redacted] (male voice) who informed the Bank he would be paying off the loan as soon as he received the deed from the tax sale. At this time, according to the [redacted], the Bank’s loan payments started going to [redacted] instead of Orrstown, as was directed by [redacted] to the [redacted]. Consequently, the [redacted]' loan with Orrstown Bank became severely delinquent, as payments were not forwarded to the Bank.In early 2013, the Cumberland County Tax Claim Office notified the Bank that the buyer of the property at tax sale was [redacted] of [redacted], Harrisburg, PA [redacted]. At this time, the [redacted]’ loan reached a delinquency status, whereby an ACT-91 letter was sent to both, the [redacted] and the new deed holder, for the property.By August, 2013, it became apparent that [redacted] was not going to pay off the loan and was instead attempting to sell the deed back to the [redacted]. The Bank spoke with [redacted] (male) on August 29, 2013, requesting loan pay off and back payments from the [redacted].On September 4, 2013, the Bank received a letter from [redacted], stating that she was the owner of the property in question. This was the first instance whereby the Bank seemed to be dealing with two people assuming the same name. [redacted] informed the Bank that she was working with the [redacted] to sell the property back to them. In the letter, she stated that she was in the process of divorcing her husband, [redacted]. She further stated that [redacted] and a female friend of his had been impersonating her on various business transactions. Upon receiving this letter, a Bank representative spoke with [redacted] (female) and requested a copy of photo identification to place in the loan file. Also, a Bank representative requested from the Cumberland County Tax Claim Office a copy of the signature made by the buyer of the property in 2012.From late September 2013 through July 2014, numerous attempts were made by the Bank to either bring the account current or obtain a sale of the property from the deed owner.On August 2014, the Bank procured legal counsel to bring resolution to this loan obligation.By October 2014, counsel had sent a forbearance document to the [redacted] and [redacted] outlining a payment structure to be adhered to during the forbearance. The forbearance was never signed and in November 2014, a complaint was filed with the court.By January 2015, it was clear that none of the parties were interested in working with the Bank, and counsel received a message from [redacted] that her interest in the property was “null-in-void.” Counsel prepared a deed-of-conveyance document placing the property back in the [redacted]' names; however, [redacted] never showed up to sign the conveyance. The Bank’s counsel did speak with an attorney representing [redacted] regarding his desire to either sign the conveyance, bring the loan current, or sell the property.In February 2015, the Bank’s counsel spoke with [redacted]' divorce attorney regarding the execution of a deed-of-conveyance to James [redacted] in return for his paying off the debt.On February 9, 2015, Bank's counsel received an email stating that [redacted] had agreed to sign a deed to convey the property to [redacted] in return for him paying off the balance. Unfortunately, by the end of February, this had not occurred, and the Bank proceeded with foreclosure action. In March, the Bank obtained a Sheriff's sale date of June 3, 2015.On April 13, 2015, Bank's counsel was notified by Cumberland County Courthouse that a new deed had been presented to them by [redacted] stating a change in deed ownership from [redacted] to [redacted]. Counsel then received a message from [redacted] requesting an updated payoff. Between this date and the end of May 2015, there were several discussions between Orrstown Bank representatives and [redacted] regarding paying off the “[redacted]” loan. By this time, the [redacted] had vacated the property. It is unclear to the Bank of an exact date of their exit.On or about April 28, 2015, the Bank received a letter from [redacted] stating that she had never legally owned the property in question nor had she ever taken a mortgage against the property. She further stated that she had signed over her interest to [redacted], and was therefore, not responsible for any payment on the loan. She requested that her name be removed from all documentation regarding the [redacted]' property and the pending foreclosure. The letter was referred to Bank’s counsel for follow-up with **. [redacted]. Counsel informed **. [redacted] of the fact that the filed in-rem judgements were placed against the property only and not against herself or the [redacted]. The judgements, therefore, had no effect on her credit; they were only to achieve the necessary goal of the Bank to foreclose on the property in question. **. [redacted] was informed that as of the date of the filings of the judgements she was still the deed holder of record, which is why she was included in notification of the in-rem judgement filings.On June 2, 2015, a Bank representative was contacted by [redacted] stating that he would be attending the sheriff foreclosure sale on the next day, and would be bidding on the property.On June 3, 2015, the sale commenced and [redacted] was the high bidder for the property in question at [redacted], Newburg, PA. The required down payment was made by [redacted] to the County Sheriff. Presently, the Bank awaits completion of the transaction and notification of such by the Cumberland County Sheriff's Department.On or about June 10, 2015, the Bank received your notification of the June 5, 2015, incident submitted by [redacted] ([redacted]). We have contacted Bank's counsel and re-verified that notification was given to [redacted], in early May 2015, regarding the fact that the in-rem judgements were only placed against the subject property known as [redacted], Newburg, PA; and, no personal judgements were filed.Bank's counsel has also stated [redacted] should be concluding the remaining paperwork and payment to the Cumberland County Sheriff's office this month. At that time, the Sheriff's office will produce a schedule of distribution of proceeds from the sale, and barring any objections to the schedule, payments will be distributed. Subsequently, all judgements to-date will become null-in-void and removed by the county.In conclusion, with the successful completion of the foreclosure sale between the Cumberland County Sheriff and **. [redacted], Orrstown Bank will have no need for further actions against any of the parties mentioned in this document. If [redacted], after your follow-up communication with her, requires an additional contact from Bank's counsel, we will be willing to assist.If you require any further assistance with regard to this issue, I am available at your convenience.Kind regards,Orrstown Bank Bradley T[redacted] VP, Director of Special Assets

Thank you for forwarding the information you received from Ms. [redacted]. I have reviewed the underlying information and related records with the manager of the Orrstown Bank's Electronic Transaction Disputes team as well as the manager of the Customer Service Call Center.
Based on the...

information Ms. [redacted] has provided, we believe that the one of the transactions occurred over the weekend on which the bank was performing System maintenance, while the other occurred due to a timing issue while the bank was closed and performing nightly processing.Over the weekend of April 3, Ms. [redacted] indicated that she attempted a transaction which was denied. Our research shows that Ms. [redacted] correctly states that she had funds available; but unfortunately due to the maintenance being performed, the System data did not reflect this information, resulting in the declined transaction. Unfortunately, when System maintenance of this type is performed, there are times when updates to the information in the files on which our systems must rely may be slightly delayed, resulting in an issue like the one Ms. [redacted] experienced. It is my understanding that Orrstown Bank's call center representative to whom Ms. [redacted] spoke on April 4 relayed this information to her as well. We apologize for any inconvenience this disruption may have caused to Ms. [redacted] personally.Our records also show an attempted transaction on April 12 by Ms. [redacted]'s joint accountholder, which was declined for non-sufficient funds. That transaction took place at approximately 11:30 p.m., while the bank was down for nightly processing. Ms. [redacted] again is correct that the account had sufficient funds at that time, but unfortunately the information on which our processor relied to determine whether to not to approve the transaction did not reflect a $50 deposit that had been made earlier that day in the branch. Like all financial institutions, we transact within multiple types of payment processing channels, many of which have different methods of communication and different settlement timing that can, unfortunately, result in discrepancies such as this one. As a result of Ms. [redacted] having brought this issue to our attention, we have been working with our vendor on a solution that we believe will prevent similar issues from occuring in the future. We greatly appreciate Ms. [redacted]'s raising her concern to us and again sincerely apologize for any issues this may have caused either of our account holders.
We appreciate Ms. [redacted] as a customer and we value her business. We understand why these two transactions caused her such concern, particularly as a relatively new customer. Orrstown Bank takes these types of issues very seriously. Representatives from Orrstown Bank have attempted to call Ms. [redacted] to discuss this matter, but unfortunately we have been unsuccessful in reaching her. A message was left for her at the contact number we have on file, and we do hope to speak with her personally to ensure we address her concerns.
Joanna Taylor M[redacted] Vice President, Compliance; CRA OfficerOrrstown Bank

December 24, 2015Dear [redacted],
Orrstown Bank received your notification concerning a complaint about our business submitted on 11/28/2015 and assigned an ID of [redacted].Upon notification of this complaint, our Senior Vice President of Retail Banking and Consumer Lending...

reached out to the Customer to listen and address the Concerns. He did leave a few messages over the course of several days, but he was able to reach the customer on 12/7. He apologized for the service that she received and followed up with a hand written card.In addition, the processing issue that occurred with her debit card did alert us to a larger issue that we were able to address and correct for future customer transactions. We are also reviewing our holiday messages to alert our customer to stay on the line if they are having any card fraud related issues. This will allow the customers to be aware that they may be connected to our 24 hour fraud monitoring service at any time.
At this time, we believe the complaint to be closed and feel the customer has been satisfied with our response. Please feel free to follow up with me if any additional information is needed or the customer shares any additional concerns.
Sincerely,
Janna P

December 30, 2014Dear [redacted]:Orrstown Bank (“Bank”) has completed its review of the complaint filed with your office by **. [redacted]. The Bank has reviewed the information you provided and interviewed the associates who assisted [redacted], and we have provided the following...

summary and resolution.[redacted] has a mortgage loan serviced by the Bank that has a payment due on the first of each month, the timing of which [redacted] agreed to in writing when the loan was settled on June 5, 2012. Further, [redacted] also agreed in writing on 5/3/2012 to have this amount automatically drafted from her Orrstown checking account.With regard to this specific incident:[redacted]'s performed an online funds transfer in which she moved $400 from her personal account to her business account on Sunday, November 30th (a nonbusiness day). A balance online may show this transfer to the online user, but the Bank's system does not actually process over a weekend because this is a nonbusiness day. The Bank pay items on the accounts in the following order:o ATM & Point of Sale itemso Checks presented at Orrstowno Electronic paymentso Checks presented at other banks. [redacted]'s online funds transfer processed on Monday night along with all other account activity. Since the account had sufficient funds to cover the loan payment, the AFT was paid through the system. The Bank does not reverse mortgage payments for customers as a normal business practice. There may be times we do this as a courtesy to a customer, and in fact we previously had extended this courtesy to [redacted] on three occasions earlier this year, but this type of action is solely at the Bank's discretion.With respect to [redacted]'s remediation requests:• Remove the automatic funds transfer (AFT) from her account: . . –o We contacted [redacted] and provided her with the appropriate paperwork, which she signed and returned to us. The automatic payment was removed effective 12/23/2014.• Overdraft protection applied to account:o The Bank cannot simply add overdraft protection to [redacted]'s account, as this requires written agreement by the customer. Options that may be available, subject to normal Bank application and approval processes, include products such as a Personal Line of Credit or Home Equity Line of credit, either of which can be used as overdraft protection for checking accounts. We recommend [redacted] visit any of our local branch to discuss these or other solutions that may be available.• Overdraft fees refunded:o The Bank is not able refund these fees, which were correctly and appropriately charged as all items transferred on Monday’s business day as stated in the payment order of checks.• Reverse the mortgage payment that was made via the AFT:o We do not reverse payments as a typical course of action. As the Bank previously had reversed three payments as a courtesy for [redacted] on June 3, 2014, July 1, 2014, and November 14, 2014, the Bank does not feel a not feel a fourth reversal is warranted.If you require any further assistance with regard to this issue, I am available at your convenience.
Kind Regards,
Joanna T
VP, Compliance and CRA Officer

Review: I made two online transfers online. One went tru but for some reason the second one did not post even though I HAVE PRINTOUT OF IT BEING DONE. It ended up resolting in several overdrafts since they post big transactions first. I was refunded three of the six overdrafts. I was trying to argue that none of them should have been charged and I was told I would have got them casue transfers where made over weekend. But everything posted at on 10/7. I normally would not argue since I have copy of transfer it makes me mad.Desired Settlement: refund the other three overdrafts

Business

Response:

December 12, 2013

Dear **. [redacted]:

Satisfactory customer service is important to the success of Orrstown Bank. We take every opportunity to promote excellent customer service within the Bank. Therefore, we were surprised to receive a complaint from the Revdex.com. We have summarized the complaint in the paragraph below.

Review: The customer made 2 transfers online between her Orrstown Bank accounts. Customer has confirmation that both transfers were completed. However, customer claims second transfer did not post. Additionally, customer claims that as a result of the non-transfer, she incurred several overdrafts since the bank posts "big transactions first." Customer notes the Bank refunded three (3) of the six (6) overdrafts. Customer is disputing that none of the overdrafts should have occurred.

We have thoroughly researched our customer's complaint and have discovered the following:

Deletion of Transfer: Review of the Internet Banking Posting Activity report shows that the customer initiated one (1) transfer on Saturday, 10/5/13 that posted to the account on 10/7/13. Additionally, the report shows that the customer initiated two {2} transfers on 10/7/13 at 6:03 p.m. and 7:49 p.m., respectively, both in the amount of $80. Transfers between Orrstown Bank accounts are not instantaneous; therefore, customers have the ability to return to a pending transfer and edit or delete (or cancel) the transfer prior to processing. This is a multi-step process. Our records show that after the transfer was submitted, the customer subsequently deleted both pending transfers on 10/7/13 at 7:51p.m., seconds apart from one another. Additionally, we confirmed that the two {2} transfers initiated on 10/7/13 were not debited from the customer's originating account, indicating that the transfers never occurred.

Posting Order of Transactions: Orrstown Bank's policy is to post debit transactions as they are received by the Bank, with no regard to transaction dollar amount (checks are processed in check number order). This policy is communicated to customers via the Funds Availability Policy, which was last communicated to ail customers in May 2013.

Account Analysis: The customer's account had six (6) debit transactions and one (1) incoming transfer that posted on 10/7/13. The customer had a balance of $24.81 on 10/4/13. With the $80 transfer, the customer's account balance was $104.81. The customer's first transaction that posted was in the amount of $105.58 and caused the account to be in an overdraft state. An overdraft fee was assessed for the transaction, but the transaction was paid by the bank. Since there were no additional incoming transfers that posted on 10/7/13, the remaining five (5) debit transactions that did post caused a continued negative state for the account. Overdraft fees were assessed on the debit transactions: however, the transactions were paid by the bank. On 10/9/13, the customer contacted the local branch, and as a courtesy, half of the total in overdraft fees (3 out of 8) was refunded to the customer. The customer's account remained In an overdrawn state until additional deposits (online transfers) were made to the account on 10/15/13.

If the second $80 transfer was not canceled, our analysis shows that the customer could have paid the first purchase of $105.58 with a resulting $79.23 account balance. However, the next purchase of $105.58 would have caused the account to be overdrawn. Therefore, instead of six (6) overdraft items, the customer would have only incurred five (5) overdraft items. In other words, if this scenario had occurred as the customer claims, the customer would have still been charged for 3 overdrafts, and had 2 overdrafts waived, resulting in the same overdraft charge.

Below is a detailed account analysis showing the two scenarios:

Please let our customer know that we value her as a customer and will be glad to discuss our Overdraft Protection program which many customers use to manage their finances and save dollars on fees as an alternative to overdrafts. Our Overdraft Protection program automatically transfers available funds from a customer designated alternate account for a much lesser fee.

If you want to discuss this complaint further, please contact me at ###-###-#### or [redacted].

Sincerely,

Review: The bank where I currently have a checking account has debited my account for a check that is obviously not mine: not my name, address, handwriting, or account. They are refusing to credit this money back to my account claiming they need to "investigate". I brought this item to the attention of a bank employee on Saturday. Although I provided proof in the form of a copy of the debited item, she refused to reverse this debit immediately. It is now two days later and the debit is still showing on my account. I have been unable to reach management in spite of going to two different branches and calling the main office. They claim management in "not available". This is absurd and is going to cause my account to overdraw, which has NEVER happened in over 40 years of history of my various checking accounts. I will then be faced with various fees from both the bank and my creditors. I have been unable to reach management since these names and phone numbers seem to be a very well-guarded secret. Please help - I cannot afford their incompetence as I am not a wealthy person. I have already opened an account at another bank but cannot close the account at the incompetent bank until this issue is worked out. This is not the first time I have had problems with this bank but I am determined it will be the last time.Desired Settlement: I want this debit reversed immediately. The bank must then provide compensation for any other fees incurred by me (including overdraft fees, bad check fees imposed by creditors, late fees, etc.) related to this error and their lack of attention to this matter. I would like letters written to any and all creditors affected by this error explaining that this issue was caused by the bank and its incompetence and lack of customer focus; it was in no way my fault or caused by anything I did. If time away from work is required to fix this problem, I want the bank to compensate me for time lost in the form of monetary compensation for lost wages, legal fees, etc.

Business

Response:

November 26, 2014Dear MS. Cameron:Orrstown Bank (“Bank”) has completed its review of the complaint filed with your office by [redacted], which we received via mail on November 6, 2014. We are pleased to inform you that this issue had been fully resolved prior to our receipt of this complaint.The Bank has reviewed the information you provided and interviewed the associate who assisted [redacted], and we have identified the following resolution:[redacted] first brought the issue to the attention of a branch associate on Saturday, November 1, 2014, at which time [redacted] requested to speak to a member of management. Unfortunately branch managers are not always available at all locations during all branch hours. [redacted] contacted the Bank's Customer Service Center on the morning of Monday, November 3, 2014. Our Customer Call Specialist reviewed the customer's claim and confirmed her that the check presented for payment against her account was processed in error. Our associate informed [redacted] that the Bank would correct the item before 9:00AM that same morning. The incident was expedited to an associate in our Deposit Operations Department who reversed the debit in the system at approximately 8:20AM that morning.Orrstown Bank regrets any inconvenience to [redacted] as a result of this processing error. We have verified that her account was never placed into an overdraft status, that no checks written from her account were dishonored or returned by the Bank as a result of our error, and the Bank did not charge any fees to her account related to this issue. Since no further adverse impact was incurred by the customer as a result of this transaction, no further action was taken by the Bank with regard to [redacted]'s account once the reversal of the transaction was completed.The incorrect debit from [redacted]'s account was due to a coding error during item processing, which we believe was caused by a fold in the physical check presented for payment. The final digit on that check’s account number was misread, which caused the transaction to be debited from [redacted]'s account in error.If you require any further assistance with regard to this issue, I am available at your convenience.Kind regards,Joanna TVP, Compliance and CRA Officer

Consumer

Response:

The only reason this matter was resolved is that I was unwilling to accept the delays Orrstown Bank thought acceptable. I pursued this matter relentlessly until Orrstown finally credited the amount back to my account. The consistently tried to blame another bank which had nothing to do with this matter.