Rondout Savings Bank

The business has responded.  Please see below:We are very sorry for the serious inconvenience the card breach has caused you and sincerely apologize that we could not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue...

as soon as possible. It was necessary to reissue a new debit card as soon as fraud was verified on your account to prevent more fraud from occurring. The new debit card was ordered and shipped within three days. We are in agreement the debit card could have been issued quicker, and with our new core system enhancement scheduled for 9/**/15 it will now be possible. Provisional credit for the full amount of fraudulent charges was granted within two business days from the day we were made aware of fraud on the account. It is our expectation that we deliver exemplary client service at all times.

Review: I have had my bank hacked now on two seprate occasion resulting in a loss of an excess of money. This morning I was notified that several transactions went through on my account in New York, I am currently stationed in Washington state.I am also in the process of moving next week to Florida. The bank has turned off my debit card which will hinder this move and is telling me that it will take 7-10 business days for me to receive a new one with no option of expiditing it. Around 600$ has already been debited out of my account and there is a ton of paper work I will need to fill out to get it back which they can not tell me how long that will take. The person on the phone told me they would email me the paper work as I am out of state on military orders the bank is now closed and I have not received any paper work. This is a huge inconvience as I am moving and now have no way to pay for the trip.Desired Settlement: A expedited delivery of a new debit card as well as all the needed forms to apply for a refund of my money as I am now where near Ny to have made any of these charges.

Business

Response:

The business has responded. Please see below:We are very sorry for the serious inconvenience the card breach has caused you and sincerely apologize that we could not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible. It was necessary to reissue a new debit card as soon as fraud was verified on your account to prevent more fraud from occurring. The new debit card was ordered and shipped within three days. We are in agreement the debit card could have been issued quicker, and with our new core system enhancement scheduled for 9/**/15 it will now be possible. Provisional credit for the full amount of fraudulent charges was granted within two business days from the day we were made aware of fraud on the account. It is our expectation that we deliver exemplary client service at all times.