Initial Business Response /* (1000, 10, 2014/03/26) */
Re: ***
Complaint XXXXXXXX
I received your correspondence regarding the above referenced clientMuch of the detail in the complaint to you is accurate and only a few key facts were omitted, but those
facts guide us on how this claim must be handledAlso as pointed out in the complaint, I have been in regular contact with Mr***
The account is a business account and is under the name referenced aboveBusiness accounts do not have the same protections afforded to consumers by Regulation EThere is ** requirement for provisionary credit, and there is liability to the company for fraudulent transactions
Mr*** omitted the fact that our call center agent pointed out the transactions to him during a call and that most of these fraudulent charges could have been avoided if he had reviewed his account statements and notified us earlier of the theft
On behalf of Mr***, we filed charge back claimsWe were limited to a maximum of charge back requests although more had occurredWe filed these claims on his behalf and at our expenseThese charge back requests will cost us approximately $1,250.00, and we incurred these fees out of our desire to help our client ***
The charge backs can be disputed for up to days and the charge backs were performed on Feb 21, 2014, or days agoOnce that time has expired, we will credit the account with the undisputed proceedsAt this time, we hope to be able to recover most of the monies stolen from the account
With respect to our software, we use a national company which processes transactions for over banksThe software in use by us is very good at detecting fraud, but today's criminals are professionals and are adept at avoiding detection by these software programs
Thank you for your inquiryWe hope to conclude this matter as soon as the charge back dispute period has ended, which is approximately days from today
Sincerely,
*** ***
Initial Business Response /* (1000, 10, 2014/04/16) */
I have been in contact directly with Mr*** and have discussed this matter with him
We have conducted a thorough review of the transactions performed by Mr*** on that day and the manner in which he conducts his
transactionsOur determination is that the Bank employee did not receive the cash listed on the deposit slip and we have denied Mr***'s request for reimbursement
Mr*** told me that he can neither prove nor disprove whether the employee receive the cashOur records indicate that the employee balanced and that the other employees and cash machines in the branch balancedI have worked with the employee for the past years and I have personal knowledge of her skills, ability and integrity
Mr*** is very aware that his deposit was taken by the Assistant Manager of the branch, yet he pointedly refers to her as a tellerShe is a highly skilled employee who was presented with multiple deposits in an unorganized manner and the manner in which Mr***' presents cash to a bank employee creates a credible argument for the error in processing
Sincerely,
*** ***
Initial Consumer Rebuttal /* (3000, 13, 2014/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Mr*** offers no evidence that my cash deposit was not madeThere is no credible argument or justification for the bank to take my cash - it is simply wrongAny benefit of the doubt should be given to me
The evidence clearly shows that the cash deposit was made, as evidenced by the stamped deposit slip
I would also like to view the video surveillanceIf the cameras are pointed towards Ms*** the cameras will show that she repeatedly left the counter during my transactionsThis repeated action alone, allowed ample opportunity for cash to go missing
Mr***'s claim that a "through review" was made is disingenuousThe decision determining that the cash was not received was made prior to any person from the bank interviewing me, including Mr***Why wasn't the debit made on the same day of deposit?
Mr*** sides with Ms*** because of her "skills, ability and integrity." However, if we follow the logic of Mr***, is is inconstant with the factsAt a minimum, Ms*** made at least two serious errors including the stamped deposit ticket and the wrong debit amount that was posted on 2/18/
Furthermore, as Mr*** pointed out, Ms*** is the "Assistant Manager of the branch"Therefore, along with her many years of experience, Ms*** should be held to an even higher standard of serviceConsequently, her serious errors, or worse, become even more troublingOf course, we are all human and can make errors in both judgement and actions, especially if the person is ill, as Ms*** appeared to be
Mechanics Bank can easily settle this matterWhy is the Bank fighting me and escalating this matter? It does not have to be that one side is right and the other side is wrongFor over years, I have made thousands of deposits with no cash being debitedThe evidence and presumption of deposit is definitely in my favorThe only ethical and responsible solution is for Mechanics Bank to mail me a check for the lost cash of $2,
Mechanics Bank used to be great. It was like a credit union with awesome staff, low fees, and lots of perks. Now they charge ridiculous fees, high interest, 30 minute or longer customer service wait times, and they closed the only branch in a 45 minute radius of me. This bank officially sucks. I would not recommend this bank to anyone. They are a sham, they are not a small bank, they are corporate and they put profit above people.
Initial Business Response /* (1000, 10, 2014/03/26) */
Re: ***
Complaint XXXXXXXX
I received your correspondence regarding the above referenced clientMuch of the detail in the complaint to you is accurate and only a few key facts were omitted, but those
facts guide us on how this claim must be handledAlso as pointed out in the complaint, I have been in regular contact with Mr***
The account is a business account and is under the name referenced aboveBusiness accounts do not have the same protections afforded to consumers by Regulation EThere is ** requirement for provisionary credit, and there is liability to the company for fraudulent transactions
Mr*** omitted the fact that our call center agent pointed out the transactions to him during a call and that most of these fraudulent charges could have been avoided if he had reviewed his account statements and notified us earlier of the theft
On behalf of Mr***, we filed charge back claimsWe were limited to a maximum of charge back requests although more had occurredWe filed these claims on his behalf and at our expenseThese charge back requests will cost us approximately $1,250.00, and we incurred these fees out of our desire to help our client ***
The charge backs can be disputed for up to days and the charge backs were performed on Feb 21, 2014, or days agoOnce that time has expired, we will credit the account with the undisputed proceedsAt this time, we hope to be able to recover most of the monies stolen from the account
With respect to our software, we use a national company which processes transactions for over banksThe software in use by us is very good at detecting fraud, but today's criminals are professionals and are adept at avoiding detection by these software programs
Thank you for your inquiryWe hope to conclude this matter as soon as the charge back dispute period has ended, which is approximately days from today
Sincerely,
*** ***
Initial Business Response /* (1000, 10, 2014/04/16) */
I have been in contact directly with Mr*** and have discussed this matter with him
We have conducted a thorough review of the transactions performed by Mr*** on that day and the manner in which he conducts his
transactionsOur determination is that the Bank employee did not receive the cash listed on the deposit slip and we have denied Mr***'s request for reimbursement
Mr*** told me that he can neither prove nor disprove whether the employee receive the cashOur records indicate that the employee balanced and that the other employees and cash machines in the branch balancedI have worked with the employee for the past years and I have personal knowledge of her skills, ability and integrity
Mr*** is very aware that his deposit was taken by the Assistant Manager of the branch, yet he pointedly refers to her as a tellerShe is a highly skilled employee who was presented with multiple deposits in an unorganized manner and the manner in which Mr***' presents cash to a bank employee creates a credible argument for the error in processing
Sincerely,
*** ***
Initial Consumer Rebuttal /* (3000, 13, 2014/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Mr*** offers no evidence that my cash deposit was not madeThere is no credible argument or justification for the bank to take my cash - it is simply wrongAny benefit of the doubt should be given to me
The evidence clearly shows that the cash deposit was made, as evidenced by the stamped deposit slip
I would also like to view the video surveillanceIf the cameras are pointed towards Ms*** the cameras will show that she repeatedly left the counter during my transactionsThis repeated action alone, allowed ample opportunity for cash to go missing
Mr***'s claim that a "through review" was made is disingenuousThe decision determining that the cash was not received was made prior to any person from the bank interviewing me, including Mr***Why wasn't the debit made on the same day of deposit?
Mr*** sides with Ms*** because of her "skills, ability and integrity." However, if we follow the logic of Mr***, is is inconstant with the factsAt a minimum, Ms*** made at least two serious errors including the stamped deposit ticket and the wrong debit amount that was posted on 2/18/
Furthermore, as Mr*** pointed out, Ms*** is the "Assistant Manager of the branch"Therefore, along with her many years of experience, Ms*** should be held to an even higher standard of serviceConsequently, her serious errors, or worse, become even more troublingOf course, we are all human and can make errors in both judgement and actions, especially if the person is ill, as Ms*** appeared to be
Mechanics Bank can easily settle this matterWhy is the Bank fighting me and escalating this matter? It does not have to be that one side is right and the other side is wrongFor over years, I have made thousands of deposits with no cash being debitedThe evidence and presumption of deposit is definitely in my favorThe only ethical and responsible solution is for Mechanics Bank to mail me a check for the lost cash of $2,
Mechanics Bank used to be great. It was like a credit union with awesome staff, low fees, and lots of perks. Now they charge ridiculous fees, high interest, 30 minute or longer customer service wait times, and they closed the only branch in a 45 minute radius of me. This bank officially sucks. I would not recommend this bank to anyone. They are a sham, they are not a small bank, they are corporate and they put profit above people.